ServiceNow evolves from ITSM, aims to simplify business processes

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ServiceNow cut its teeth in IT Service Management (ITSM) and IT Operations Management (ITOM). The platform helps streamline the process of reporting and resolving IT issues. A significant update to the core platform, called the Now Platform Tokyo release, takes a major step towards the broader field of enterprise service management (ESM) to address enterprise-level issues rather only at the computer level.

Monish Mishra, Vice President of Service Line Markets and Strategic Engagements at Mindtree, told VentureBeat, “By embracing ESM, enterprises can leverage service management capabilities and framework across the organization.”

For example, ServiceNow is adding new solutions for enterprise asset management (EAM), supplier lifecycle management (SLM), and environmental, social and governance (ESG) management. It also includes new tools to improve customer and employee experience and engagement. A new ServiceNow Vault also promises to centralize data security and privacy management on the Now Platform.

It’s about helping businesses become digital first. Concretely, this means simplifying the underlying platform and the business processes built on top of it.


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Dave Wright, Chief Innovation Officer of ServiceNow, told VentureBeat, “When implemented well, a single platform like ServiceNow should touch expansive corners of the business, seamlessly connect disparate systems, breaking down data silos and making it easier, everywhere, for both employees and the business itself.

Now, Platform Tokyo was designed to help businesses focus on improving experiences rather than just service levels. For example, the new Manager Hub provides a one-stop destination for leaders to create learning and development plans for their teams and get personalized training.

The new version also improves connectivity between disparate systems to simplify complex processes. For example, it can help companies move from an email and spreadsheet-based SLM process to an automated process spanning employees and vendors.

Start at the process level

When leaders sit around the boardroom table, they can start with vague goals like improving the utilization of assets like buildings, factories, and expensive equipment, enabling supply chain resilience, or becoming net zero by 2030. Turning each of these goals into measurable results requires the coordination of people, processes and equipment.

Purpose-built new features in the Tokyo release attempt for the first time to align high-level goals for EAM, SLM, and ESG with business processes running across multiple applications. ServiceNow started with these solutions to help businesses address some of the most pressing challenges facing customers.

“We simplify complex supply chains, automate asset management and provide investor-grade sustainability data so our clients can more effectively protect their businesses and manage risk and compliance,” Wright said.

Wright said they are also filling an important gap with their extensive ESG management capabilities. Most solutions focus on individual ESG areas or even on particular goals like reducing carbon emissions. But the United Nations has identified 17 headline Sustainable Development Goals (SDGs) and 169 measurable targets.

The danger of pursuing individual goals lies in compromising others in the process or adding extra work. A broader approach like ServiceNow’s new ESG Command Center to managing multiple concurrent goals and the processes to achieve them will be needed to scale them all in tandem. It combines ESG management and reporting with enterprise risk management and strategic project management.

ServiceNow empowers collaboration

ServiceNow works with leading systems integrators such as Mindtree, NTT DATA Corporation and RSM US LLP to customize these new features for each business. This will help companies implement and fine-tune the latest version for their specific purposes. Systems integrators believe that new solutions will be critical to achieving broader business goals.

Tomoyuki Azuma, Head of ServiceNow Business at NTT DATA, told VentureBeat, “ServiceNow is a complete breakthrough in terms of software development and conventional efficiency wisdom.”

Azuma says this will play an important role in creating the employee experience required to collectively achieve ESG goals. Most of the companies he works with struggle with a sustainability dilemma in which the extra work required to manage new KPIs reduces financial sustainability. A better ESG management experience will help employees identify ways to evaluate minor changes to achieve the optimal state of business processes.

“The ESG management solution enables our clients to shape the future of our society with sustainability so they can measure return on investment, manage risk and demonstrate impact on their local and global footprint. Awareness of the benefits of ESG will spread global participation and innovation in ESG,” said Marci Parker, Vice President of NTT DATA ServiceNow practice.

Boost engagement

The update also includes new tools to improve the employee experience for common workflows. This is all underpinned by ServiceNow’s recently launched Next Experience UX.

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

Admin Center allows system administrators to discover, install and configure ServiceNow solutions. Previously, ServiceNow administrators relied on their account managers to administer new applications or manually triaged ServiceNow knowledge management applications or resources. With Admin Center, system administrators can now discover, install and configure ServiceNow solutions in one place.

Automatic HR problem solving applies natural language understanding to analyze requirements and deliver self-service content. Automatic problem resolution was previously available for ITSM to help IT agents resolve routine incidents much faster by proactively diverting them to an AI-powered virtual agent. New features for HR teams automate common HR inquiries such as PTO requests, HR policy or benefits enrollment questions, and payroll issues.

Privacy and security controls

Companies often distribute data across dozens of separate applications, databases, and workflows. A new ServiceNow Vault promises to centralize control over privacy and security. It includes a tool to simplify the management and protection of machine credentials and validate the authenticity and integrity of deployed code to ensure no malicious insertion.

Wright said the vault applies to all apps and data running on the Now platform. However, it does not handle data from other apps.

Cautious optimism for EAM, SLM and ESG

Yugal Joshi, partner at Everest Group, a consulting firm, told VentureBeat that the addition of new solutions for EAM, SLM, and ESG indicates ServiceNow’s persistence in moving out of its ITSM and ITOM heritage into a platform of business enabling clients to solve complex business problems. . These new solutions have the potential to help IT managers improve their positioning and working relationships with business teams.

However, Joshi warns new customers to do a thorough analysis before committing. This should include a cost analysis of subscription, integration, maintenance and upgrade factors. “Executives need to understand the features of these new offerings and their relevance to their environment,” Joshi said.

It is also essential to assess the maturity of these solutions. Everest’s research suggests that enterprises are not entirely satisfied with the maturity of new ServiceNow launches and the service partnerships to implement and scale them.

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

Also, companies will need to understand the licensing policy. Everest research suggests companies are struggling with ServiceNow licensing.

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