At the 2015 NowForum conference in Paris, ITSM solution experts in SaaS ServiceNow presented its next Geneva version, facilitating the creation of services not only for the IT team, but also for other departments of the company.
As an IT service management expert, ServiceNow has developed its SaaS platform, making it an entry point for all business participation systems, enabling rapid creation of new services, not just the IT department. The American publisher held its third user conference in Paris yesterday (with 600 registered people). Through its cloud services, ITSM solution experts provide tools to define, build and automate the task flow related to company service provision, not only for IT departments that are still its main target, but now also for HRD, for example, to intervene in the field General service or team.
Dave Wright, Head of Strategy at ServiceNow, echoed the 2015 Paris NowForum’s subtitle “Everything is a Service”, recalling that users have become accustomed to making requests through very structured procedures to activate workflows. These provide visibility into how requests are considered and processed, which is different from unstructured methods such as email, which do not allow prioritization of service requests. According to Dave Wright, there will be new positions in the development of this field in the next two years, such as “Vice President of Global Delivery Business Services” [NDLR : vice-président, responsable de la fourniture de services métiers au niveau mondial]To illustrate his point, the two pre-sales managers of ServiceNow then gave an eloquent demonstration of the implementation of the service through the Geneva version of the cloud platform, which is expected to be released in French within a few months. The presentation specifically introduced a CFO visiting Service 360 (provided with Geneva), where he found all his business services from different angles: cost, employee satisfaction… his performance The analysis dashboard allows him to perceive the quality of various services. During this process, the focus of the presentation process is the operations manager, who must create new services (employee portals and forms in the workflow) based on templates that guide him through the next steps. Participants of NowForum Paris were invited to reproduce this experience in the framework of a “hands-on lab” seminar in the afternoon, showing how to create an application.
ServiceNow Express, from 10 people to IT
As an introduction to the conference, Christophe Bouchardeau, Director of ServiceNow Southern Europe, presented the results of a global study on productivity loss in workflow. In France, the study covered 300 interviews. She found that executives spend an average of one and a half days a week on administrative tasks, and most people say this prevents them from performing strategic tasks. This means 2.3 million hours of work per year. Nine out of ten people also stated that their productivity depends on the efficiency of day-to-day tasks performed by other departments (such as marketing, IT support, purchasing, or HRD). “We can improve these repetitive tasks and make our work more efficient,” the French leader pointed out.
The IT department of ServiceNow customers has chosen a solution for their ITSM problem, and they are now involved in other areas. “Things have not changed drastically. Compared to what they have been doing for years, our customers have gained a change from the experience they have had with us. One of them recently explained to me that he can ignore technology now Focus on your own process,” Christophe Bouchardeau said. “In fact, we will go beyond event studies to continue to study other topics. The idea of establishing a workflow between requesters seeking services and requesters providing services is spreading, and is being spread under the leadership of the IT department.” Since June last year Since then, the publisher has launched a new offer for medium-sized companies (from 1,000 to 5,000 employees) that have about 10 or more IT employees in these companies. Called ServiceNow Express, it is based on the same platform as the full version, allowing migration when needed. However, its process is limited to what is provided “out of the box” and there is no customizable portal. The solution is integrated in France by Devoteam and Imakumo. According to Imakumo, it was deployed in 5 to 10 days, starting at 50 Euros per user per month (plus entry cost, which is equivalent to a year’s license).
Each customer has its own instance in the cloud
As for the Geneva version of ServiceNow, in addition to its many functional contributions (including the possibility of interfering with the same ticket through Connect), it will also enhance security through data encryption, and its key will be held by the customer. Several companies are currently testing this version in Beta mode, but not in France. To run its applications, ServiceNow relies on 16 data centers (8 pairs, with redundancy) worldwide. In Europe, the first pair operates in London and Amsterdam. The other two data centers are located in Switzerland, located in Zurich and Geneva, and enjoy special rates. They mainly meet the needs of the Swiss banking market, which requires data to be kept in the country. “On the ServiceNow cloud, each customer has his own instance and his database, if he requests, we can provide him with the hardware infrastructure,” Christophe Bouchardeau also talked about this issue. Yesterday, the company’s CTO Allan Leinwand detailed these isolation and security guarantees.
On NowForum Paris, this French subsidiary has many clients testifying, including Societe Generale. Sebastian Delautre, Global Deputy Chief Operating Officer of Société Générale Corporate & Investment Banking, introduced the Impulse 2.0 project, which is a lever for IT transformation, and emphasized that if the financial industry wants to fight back, it needs to develop in services. Fintech. “By deciding to launch a continuous delivery-based transformation plan, we no longer compare ourselves with banks, but with Internet giants,” Sébastian Delautre recalled in this regard. Among other witnesses, the insurance company Generali established GIS, a shared IT service center with 1,200 employees, which will become a supplier for the entire group (60 countries). During various meetings, Servair and ELS (Lefebvre and Sarrut versions) also explained their implementation of ServiceNow.
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