Tuesday, 10 March 2015 15:40

VIDEO Interview: ServiceNow unlocks the power of service management

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ServiceNow is an enterprise cloud company that says it changes the way people and enterprises work, and we spoke to its MD to find out more.

ServiceNow is a company that says it helps modern enterprises operate faster and be more scalable, with its customers using the company’s service model ‘to define, structure and automate the flow of work, removing dependencies on email and spreadsheets to transform the delivery and management of services for the enterprise.’

The company says it provides ‘service management for every department in the enterprise including IT, human resources, facilities, field service and more’, delivering a ‘lights-out, light-speed’ experience through our enterprise cloud ­built to manage everything as a service.

Earlier this week, ServiceNow ­released a new version of its cloud-based software that ‘unlocks the power of service management for nearly every department.’

The company defines a service at its core as ‘a transaction between a requester and a provider.’

And because every department across the enterprise has its own set of services that can be automated to improve the service experience for both requesters and providers, the company says its product can ‘define, structure and automate those services, removing inefficient, manual processes, such as using emails and phone calls to get something done, or spreadsheets to track progress.’

ServiceNow says its new applications and capabilities provide its customers ‘the ability to have a dedicated service catalog and knowledge base for every department. This release allows individual departments to fully configure their own business processes and workflows and to have dedicated analytics and dashboards to provide visibility into the work of each team.’

These new applications are in the Marketing Service Management, Legal Service Management and Finance Service Management arenas, and they come ‘pre-populated with common service catalog items that each organisation can customise and augment based on their unique requirements.’

The company explains that employees can now use a single system of engagement to request services such as collateral from marketing, contract reviews from legal or purchase orders from finance. All requests are tracked in the system providing up-to-the-minute status, eliminating the need for employees to send dozens of emails to check on progress. Employees can either go straight to a specific department to find information or submit a request or they can search all departments through a new enterprise-wide service portal.

What it all means is that companies now have the ability to rapidly create new applications, benefit from unprecedented cost visibility and benefit from new service management features.

It allows the entire organisation to leverage a common platform and approach to manage services and provides employees with a single point to engage all departments across the enterprise to get work done.

So, we spoke to ServiceNow’s A/NZ MD, David Oakley, to find out more. The interview is embedded below, and the article continues thereafter.

Dave Wright, Chief Strategy Office of ServiceNow said: “Our customers have been leading the charge to expand the use of ServiceNow across the enterprise to help improve business process for some time. This release improves the ability to quickly stand up new services across practically any department and put the power of service management into the hands of business leaders across the enterprise."

Rob Pickering, VP of Information Services at AAA Allied Group said: “My firm has eight departments rolling out automated workflows based on ServiceNow to replace our reliance on email. For example, the marketing team is using ServiceNow to help manage creative services requests from across the enterprise, eliminating email for a more efficient and structured workflow, and gaining visibility into their entire process so they can prioritise and improve their business performance.”

Link Alander, vice chancellor and CIO, Lone Star Community College said: “My organisation is using ServiceNow to streamline requests around student financial aid, project tracking, contract management and more. Having one platform helps my team drive greater efficiencies to our business users. Now we get visibility into our services so we can measure and improve them. And most importantly, it delivers a vastly improved user experience to our students, staff and educators.”

This new ServiceNow release is immediately available, with pricing starting at $100 per user, per month.

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Alex Zaharov-Reutt

One of Australia’s best-known technology journalists and consumer tech experts, Alex has appeared in his capacity as technology expert on all of Australia’s free-to-air and pay TV networks on all the major news and current affairs programs, on commercial and public radio, and technology, lifestyle and reality TV shows. Visit Alex at Twitter here.

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