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ServiceNow has evolved from being a platform solution for ITSM to become a business-centric platform that covers a range of capabilities. This report examines its three newest capabilities designed to help organizations with digital transformation.


  • At Knowledge16 ServiceNow unveiled three key changes: the role of service experience management, the service strategy expansion to combine project and portfolio management (PPM) with financial management, and the need to expand to cover IoT and link this to mainstream service management.

Features and Benefits

  • Understand how ServiceNow is evolving in terms of scope and reach.
  • Discover why ServiceNow is being used by many organizations as the primary business platform.

Key questions answered

  • Why is ServiceNow changing as an organization and delivering more business-focused capabilities?
  • Why does ServiceNow believe that the internal and external customer experience must be similar?

Table of contents

Ovum view

  • Summary
  • The new role for service management in digital transformation
  • How ServiceNow is disrupting the PPM market
  • Why IoT will make the CMDB a crucial component in managing the delivery of services


  • Author

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