ServiceNow Leverages ITOM to Become a Business Management Platform Contender

September 23, 2016

By Laura Stotler - Enterprise Cloud Contributing Editor

Hot on the heels of being named “The Next Great SaaS (News - Alert) Service Franchise” by Guggenheim Securities, ServiceNow is kicking things up a notch. The company is already a major player in the IT service management (ITSM) space and is shifting its focus and resources to a logical growth trajectory by offering compelling IT operations management (ITOM) tools.

The company’s ServiceWatch Suite is its main ITOM offering, designed to help customers build out their existing ITSM investments through one convenient platform. The solution makes configuration management databases (CMDBs) service aware by automated discovery of all business services and IT infrastructure. This creates a comprehensive overview of all processes and how they interwork, and ServiceNow (News - Alert) is compatible with a great many applications and processes.

ServiceWatch also detects and diagnoses service issues by capturing and correlating both service and infrastructure events across multiple systems and monitoring tools. It also automatically remediates service issues to quickly restore services while reducing the risk of planned changes by projecting their potential impact on business services. Additional features include enhanced self service through automatic provisioning and configuring of requested services, including public and private cloud services, along with strengthened governance through repeatable, controlled and auditable service operations processes.

"One of the problems of getting information discovered and put into [the CMDB] is it's not correlated to a particular service -- it's just a bunch of data," said Kevin Murray, senior director of product marketing at ServiceNow. "But by pulling service maps into the CMDB, we can inform enterprise users how a stack of infrastructure relates to a particular business service, like the finance system or HR and the CRM systems."

For customer Maritz Inc. of St. Louis, ServiceNow’s ability to go beyond ITSM into ITOM and business management was a compelling factor in their platform choice. The company, which specializes in sales and marketing services including employee recognition and customer loyalty programs, was looking for a solution that went beyond incident change and change management.

ServiceNow has some aggressive goals as it moves beyond the ITSM and IT help desk space to become a full service business operations and management player. The company pulled in $1 billion in revenues last year but plans to achieve $4 billion by 2020 through expansion and buildout into ITOM and other business areas. If the company continues at its current place and cements its role as a platform player, it can expect to soon join the ranks of cloud-based leaders like Salesforce and IBM (News - Alert).

Edited by Maurice Nagle