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One of the key themes of the recent ServiceNow Knowledge15 conference was “everything as a service”. For some time, ServiceNow has been one of the vendors championing the message that service management has value beyond IT. At Knowledge15, the company announced new functionality, and details about how its internal organizational structure has evolved to help it to support its customers in realizing value from enterprise service management.

Service management is a valuable business capability that should extend beyond IT

The ServiceNow platform is used by more than just the IT department. Human resources and facilities management are other business units that are increasingly leveraging the platform to improve business productivity. Of the content delivered at Knowledge15, 25% focused on service management beyond IT, evidence that this is continuing to gain traction. The goal for ServiceNow is to develop a platform that can improve productivity not only for IT, but also across the entire enterprise.

The HR service automation platform is a good example of how ServiceNow intends to execute against this strategy. The application has been built to help HR departments improve productivity by automating workflows and improving task transparency. For ServiceNow, the immediate intention is to develop functionality that can help organizations realize value through what ServiceNow calls a “better together” approach. Essentially, this is improving productivity by providing capability that is not utilized in a siloed fashion with disparate data and information repositories. By providing a technology layer that extends across business units, customers can realize new efficiencies and collaboration opportunities, and improve enterprise-wide productivity.

Beyond solely the capability enhancements to the platform, ServiceNow has also undergone significant organizational structure changes in support of this strategy. Teams dedicated to HR, ITSM, and performance analytics, have been created to drive innovations and enhancements in their respective areas and to more effectively support customers in the context of the challenges they may be encountering. This level of commitment is encouraging, and as traction improves in other areas (facilities management, for example) Ovum would expect ServiceNow to broaden this approach further.



Adam Holtby, Research Analyst, Infrastructure Solutions

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