ServiceNow is evolving from ITSM and aims to simplify business processes

ServiceNow is evolving from ITSM and aims to simplify business processes ...

ServiceNow is a software development platform that specializes on IT service management (ITSM) and IT operations management (ITOM). It's a collection of services that help streamline the process of reporting and resolving IT issues. A significant enhancement to the core platform, called the Now Platform Tokyo release, marks a significant move towards addressing issues at a business level rather than just an IT level.

Monish Mishra, Mindtree's vice president of service line markets and strategic engagements, told VentureBeat: "By adopting ESM, enterprises can leverage service management capabilities and framework throughout their organization."

ServiceNow is adding new capabilities for enterprise asset management (EAM), supplier lifecycle management (SLM), and environment, social, and governance (ESG) management. It also includes new tools for improving customer experience and engagement for customers and employees. A new ServiceNow Vault also promises to centralize data security and privacy management across the Now Platform.

Promoting digital first

It's all about assisting businesses to become digital first. This involves simplifying the foundation platform and business processes that are built on top of it.

"A single platform, like ServiceNow, should reach far-reaching edges of the business, seamlessly connecting disparate systems, breaking down data silos, and making things easier, everywhere for both employees and the company itself," said ServiceNow's CIO Dave Wright.

Platform Tokyo was created to assist businesses in focusing on improving their experiences rather than just offering good service levels. For example, the new Manager Hub provides a single location for leaders to develop learning and development plans for their teams and receive personalized training.

This new release improves connectivity between multiple systems in order to speed up complicated processes. For example, it might help companies transition from an SLM process based on emails and spreadsheets to an automated process involving employees and suppliers.

Start at the beginning of the process.

Executives may start with vague goals such as increasing the use of assets like buildings, factories, and expensive equipment, increasing supply chain resilience, or reaching net zero by 2030. These are all things that require a coordinated effort from people, processes, and equipment.

ServiceNow began with these capabilities to assist enterprises in dealing with some of their most pressing problems.

“We’re simplifying complex supply chains, automating asset management, and delivering investor-grade sustainability data so that our customers may more effectively protect their businesses and manage risk and compliance,” Wright said.

Wright claims that Wright's expanded ESG management capabilities fill an important gap. Most solutions focus on one area of ESG, or even singular objectives like reducing carbon emissions. But the United Nations has identified 17 broad sustainable development objectives (SDGs) and 169 quantifiable targets.

The danger in pursuing individual goals lies in compromising others in the process or adding additional work. A more comprehensive approach, such as ServiceNow's new ESG Command Center, will be required for managing many simultaneous targets and the processes for achieving them in tandem. It combines ESG management and reporting with enterprise risk management and strategic project management.

Collaboration with ServiceNow is intensifying.

ServiceNow is working with leading systems integrators like Mindtree, NTT DATA Corporation, and RSM US LLP to customize these new capabilities for each organization. This will assist enterprises in implementing and fine-tune the latest release for their specific needs.

Tomoyuki Azuma, the CEO of NTT Data's ServiceNow division, told VentureBeat, "ServiceNow is a total breakthrough in terms of how software development is done and the conventional wisdom of efficiency."

Azuma believes it will play a significant role in establishing the employee experience necessary to organize and execute ESG objectives. Most businesses he works with have a sustainability problem in which the additional work required to manage new KPIs drags down financial sustainability. A better ESG management experience will help employees identify strategies to assess minor changes to achieve optimal business processes.

Marci Parker, NTT Data's VP ServiceNow practice, says the ESG Management solution empowers our clients to shape the future of our society with sustainability in a way they can measure the ROI, manage the risk, and demonstrate the impact to their local and global footprint.

Increasing engagement is a key strategy.

New features for improving employee experiences for common workflows are also included in the update. All these builds on ServiceNow's recently launched Next Experience UX.

Manager Hub is a single place to review employee journeys and reply to requests. It allows managers to customize individual experiences for each employee. They may modify tasks, add mentors, include AI-based learning recommendations from learning posts, and integrate satisfaction surveys to measure how employees feel about their experience and journey at the company.

System administrators used to have to manually sort through apps or ServiceNow Knowledge Management resources in Admin Center. With Admin Center, system administrators can now discover, install, and configure ServiceNow solutions in one place.

Natural language processing for Human Resources allows for natural language understanding to analyze requirements and deliver self-service content. Issue Auto Resolution was previously available for ITSM to assist IT agents in resolving routine incidents much more quickly by proactively deflecting them to an AI-powered virtual agent.

Privacy and security measures are in place.

A new ServiceNow Vault is designed to centralize privacy and security controls. It includes a tool for simplifying the management and protection of machine credentials and for verifying the authenticity and integrity of code being deployed to prevent malicious insertion.

The Vault, according to Wright, covers all apps and data that are running on the Now Platform. However, it does not manage data from other apps.

EAM, SLM, and ESG are all optimistic, and there's reason to be cautious.

Yugal Joshi, an advisor at Everest Group, told VentureBeat that the addition of new solutions for EAM, SLM, and ESG indicates ServiceNow's commitment to reinventing its ITSM and ITOM roots in order to become a trusted enterprise platform for IT leaders to enhance their positioning and working relationships with business teams.

Joshi advises new customers to do a thorough research before signing. This should include a cost analysis of subscription, integration, maintenance, and upgrade factors.

Aside from evaluating the functionality of these solutions, Everest finds that corporations aren't entirely satisfied with the longevity of newer ServiceNow launches and the service partnerships to implement and scale them.

"This will be important for the CIO organization engaging with ServiceNow as a strategic platform vendor," he said.

Enterprises will need to know the licensing regulations in addition. According to Everest research, enterprises have difficulties with ServiceNow licensing.

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