ServiceNow evolved from ITSM, aiming to simplify business processes

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ServiceNow rigor in IT service management (ITSM) and IT Operations Management (ITOM). The platform helps streamline the reporting process and resolve IT issues. An important update to the core platform, called the Now Platform Tokyo release, takes an important step towards the broader field of enterprise service management (ESM) in response to issues at business level instead of just IT level.

Monish Mishra, Vice President, Service Line Markets and Strategic Engagement at Mindtreetold VentureBeat, “By adopting ESM, businesses can leverage service management capabilities and frameworks across the organization.”

For example, ServiceNow is adding new solutions for enterprise asset management (EAM), supplier lifecycle management (SLM), and environment, society and governance (ESG) management. It also includes new tools to improve the experience and interaction for customers and employees. The new ServiceNow Vault also promises to centralize data security and privacy management on the Now Platform.

It’s all about helping businesses go digital first. On a practical level, this means simplifying the underlying platform and the business processes built upon it.


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ServiceNow chief innovation officer Dave Wright told VentureBeat, “When implemented well, a single platform, like ServiceNow, will reach deep corners of the company, seamlessly connecting disparate systems. , breaking down data repositories and making things easier, anywhere, for both employees and the business itself.”

Now, Platform Tokyo is designed to help businesses focus on improving the experience rather than just the service level. For example, the new Management Center provides a single destination for leaders to create learning and development plans for their teams and get personalized training.

The new release also improves connectivity between disparate systems to simplify complex processes. For example, this can help companies move from an email and spreadsheet-based SLM process to an automated one that includes employees and suppliers.

Start at the process level

As executives sit around the table, they may start with vague goals such as improving the use of assets such as buildings, plants, and expensive equipment, enabling resiliency. supply chain or go to zero by 2030. Turning each of these goals into a measurable outcome requires the coordination of people, processes, and equipment.

New purpose-built features in the Tokyo release will help you align high-level goals for EAM, SLM, and ESG with business processes that run across multiple applications. ServiceNow started with these solutions to help businesses solve some of the most pressing challenges faced by customers.

“We are simplifying complex supply chains, automating asset management, and delivering investor-grade sustainability data so our customers can protect their businesses,” says Wright. more effectively, manage risk and comply.”

Wright says it also fills an important gap with its expanded ESG management capabilities. Most solutions focus on individual areas of ESG or even single goals like reduce carbon emissions. But the United Nations has identified 17 broad sustainable development goals (SDGs) and 169 measurable goals.

The danger in pursuing personal goals lies in influencing others in the process or adding work. A broader approach like ServiceNow’s new ESG Command Center to manage multiple concurrent goals and the processes to achieve them will be required to increase them all in parallel. It combines ESG management and reporting with enterprise risk management and strategic project management.

ServiceNow enhances collaboration

ServiceNow is collaborating with leading system integrators like Mindtree, NTT DATA Corporation and RSM US LLP to customize these new capabilities for each business. This will help businesses implement and refine the latest release for their specific goals. System integrators believe that new solutions will be essential in meeting the broader goals of the business.

NTT DATA’s head of ServiceNow business, Tomoyuki Azuma, told VentureBeat, “ServiceNow is a complete breakthrough in how software development is created and in terms of conventional efficiency.”

Azuma says it will play a key role in creating the experience needed for employees to jointly advance the ESG goals. Most of the businesses he works with struggle with a sustainability dilemma, where the additional work required to manage new KPIs entails financial sustainability. Better ESG management experience will help employees identify ways to evaluate small changes to achieve optimal state of business processes.

“ESG Management Solutions empowers our customers to shape the future of our society with sustainability in a way they can measure ROI, manage risk, and demonstrate impact locally and their global. Awareness of the benefits of ESG will pervade overall engagement and innovation in ESG,” said NTT DATA VP ServiceNow practice, Marci Parker.

Enhance interaction

The update also includes new tools to improve the employee experience for shared workflows. All of this builds on ServiceNow’s recently launched Next Experience Interface.

The management center provides a single place to review employee journeys and respond to requests. This tool allows managers to create personalized experiences for each employee. They can edit tasks, add mentors, include AI-driven learning recommendations from learning posts, and integrate satisfaction surveys to understand how employees feel about the experience. and their journey at the company.

The admin center allows system administrators to discover, install, and configure ServiceNow solutions. In the past, ServiceNow administrators relied on their account managers when managing new or manually curated applications through ServiceNow Knowledge Management applications or resources. With the Admin Center, system administrators can now discover, install, and configure ServiceNow solutions in one place.

Automated problem solving for human resources that applies natural language understanding to analyze requirements and deliver self-service content. Automated problem-solving was previously available to ITSM to help IT staff resolve routine issues much faster by proactively redirecting them to an AI-powered virtual agent. New capabilities for HR teams automate common HR inquiries like PTO requests, HR policies, or enrollment benefits and payroll issues.

Control privacy and security

Businesses often spread data across dozens of separate applications, databases, and workflows. The new ServiceNow Vault promises to centralize privacy and control security. It includes a tool to simplify the management and protection of machine credentials and validates the authenticity and integrity of the code being deployed to ensure no malicious insertion.

Wright said the Vault applies to all applications and data running on the Now Platform. However, it does not manage data from other applications.

Cautious optimism for EAM, SLM and ESG

Yugal Joshi, partner at Everest Group, a consulting firm, told VentureBeat that the addition of new solutions to EAM, SLM, and ESG shows ServiceNow persisting beyond its ITSM and ITOM legacy to become an enterprise platform for customers to solve complex business problems. These new solutions have the potential to help IT leaders strengthen their positioning and working relationships with business teams.

However, Joshi warns new customers to do a thorough analysis before committing. This should include cost analysis of subscriptions, integrations, maintenance, and upgrades. “Leaders need to understand the functions of these newer services and how they fit into their environment,” says Joshi.

It is also necessary to assess the maturity of these solutions. Everest research shows that businesses are not entirely satisfied with the maturity of newer ServiceNow launches and the service partnerships to deploy and scale them.

“It will be important for the CIO organization to engage with ServiceNow as a strategic platform provider,” he said.

In addition, businesses need to understand the licensing policy. Everest research shows businesses struggle with ServiceNow licensing.

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