ServiceNow: Information Technology Service Management for Better and Faster IT Services

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Bill McDermott, President and CEO , ServiceNowBill McDermott, President and CEO
Delivering excellent Information Technology Service Management (ITSM) can be challenging, especially when customer demand often seems to exceed service capabilities. For many organizations, their previous solutions were slow to deploy, difficult to configure, and needed significant customization. These are limitations that make IT companies frustrated and have forced the businesses to seek alternatives. Many companies adapt by embracing better methodologies to handle and support IT service deliveries to meet customer demands. With business going virtual and legacy ITSM systems fading, enterprises are adopting digital transformation. To help them innovate their delivery IT services, ServiceNow comes to their aid. ServiceNow [NYSE: NOW] is based on a service model that helps define, structure, manage, and automate the flow of labor, removing email and spreadsheets from the method to streamline the delivery of services.

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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