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Summary

ServiceNow has announced the acquisition of DxContinuum, a cloud-based predictive analytics solution that leverages machine learning, advanced big data, and natural language processing technologies. The acquisition will help strengthen the capabilities of the ServiceNow platform, specifically in evolving the enterprise service management vendor's intelligent automation capabilities and expertise.

There is much potential to further optimize IT and business processes with advanced automation and machine-learning technologies

Optimizing processes through workflow automation, delivering contextualized insights into a wide variety of business activities and tasks, and establishing seamless engagement and feedback mechanisms are service management capabilities that have appeal not only to IT, but also to other business units. It is these objectives that any formal strategic approach to enterprise service management should help deliver. ServiceNow is at the forefront of the enterprise service management movement, providing a platform that not only supports and better connects the IT department, but a wide scope of business functions. Providing capabilities that can help organizations optimize important business and IT processes through automation has been a key objective for ServiceNow, and the company's acquisition of DxContinuum will see the company further evolve its functionality in this area.

DxContinuum is a solution that is traditionally embedded within an existing marketing or CRM solution to provide organizations with operational insights and intelligence around sales and marketing activities. In time, Ovum expects ServiceNow to leverage the predictive analytics and patented machine-learning software platform developed by DxContinuum to support a wider variety of enterprise use cases, including IT and customer service. There is huge potential to further advance and optimize enterprise service management practices through machine learning and more intelligent automation capabilities. Event management, self-service, and incident management are just a few examples of areas that can greatly benefit from such capabilities. Furthermore, as the enterprise estate of devices and connected things grows, so too will the need to efficiently manage and derive insight from them in an automated fashion.

Appendix

Author

Adam Holtby, Research Analyst, Enterprise Mobility and Productivity Software

adam.holtby@ovum.com

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