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ServiceNow: Information Technology Service Management for Better and Faster IT Services
Bill McDermott, President and CEO The key benefit of installing ServiceNow products in enterprises is the minimal amount of configuration required to integrate with any existing system. It helps the enterprise achieve improved self-service capabilities for all users (both for employees and customers) and elevates service operations efficiencies. ServiceNow ITSM uses the following techniques: Incident Management, Problem Management, Change and Release Management, Service Level Management, Request Management, Configuration Management, Continual Improvement Management, and Workflow and Talent Management.
The process uses machine learning and Artificial Intelligence (AI-powered) chatbots to accelerate digital business transformation. It enables the client to switch their operational IT costs to strategic investments.
Since it came to existence, ServiceNow's ITSM delivers quality services to some of the largest organizations in the world. Being customer-centric, ServiceNow is praised by enterprise customers for its ability to improve the quality of IT services and increase the company's IT team's flexibility and agility. ServiceNow been awarded as a leading ITSM for the past five consecutive years as per Gartner–market research firm. A leading international media network with a presence in more than 140 countries approached ServiceNow to automate and streamline its broadcasting. The key for any media network is to break exclusive and timely news. With a global media presence, the client could not facilitate and bring it to a single interface. "When news is on the air, there's no time to travel through multiple steps to log an event," commented the client. "We needed a service management platform that might be flexible and straightforward to use." The client decided to replace its legacy tool with ServiceNow. Working with SilverStorm, a ServiceNow partner, the client swiftly implemented customized incident, change, problem, and asset management. The custom development and working with SilverStorm helped the media partner to move even faster. With ServiceNow ITSM, the broadcasters required only 2.5 employees to manage over 30 development streams, which was impossible with previous service partners. Within three years, the client witnessed 700 percent growth in its service management processes. Earlier tracking hardware asset costs millions of dollars to the client, but with ServiceNow, the client registered a 40 percent savings in staff time and saved millions.
Speaking about the company's future endeavor, the founder & CEO, Bill McDermott, says, "We have a clear target of scaling ServiceNow to become a USD 10 billion annual revenue company, with the aim of bringing the workflow revolution within the enterprise." The newly launched tools by ServiceNow allow the line-of-business users to create apps and workflows without engineering help. 'AppEngine Studio' and 'AppEngine Templates' are the two recently released tools that work with the organization to build no-code workflows.
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