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Knowledge 17, ServiceNow’s annual user conference, recently took place and focused on the value that the platform can provide not only to IT departments, but also to other business units.


  • ServiceNow used the event to introduce its broader customer community to a number of new platform capabilities, and also to introduce its new CEO, Jon Donahoe.

Features and Benefits

  • Understand what new capabilities have been announced for the ServiceNow platform.
  • Understand what business value the new capabilities can help customers realize.

Key questions answered

  • What automation and machine learning capabilities have been announced for ServiceNow?
  • How is the company evolving beyond supporting just IT service management and why?

Table of contents

Ovum view

  • Summary
  • Adopting a customer-centric approach is seen as key to ServiceNow achieving its long-term objectives
  • New intelligent automation capabilities have been developed
  • Supporting a more collaborative and real-time approach to security
  • Cloud Management enhancements aim to empower employees while also giving IT an element of control
  • Software asset management capabilities have been announced
  • A single technology layer across business functions has the potential to improve productivity levels and strengthen corporate culture


  • Author

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