ServiceNow® (NYSE: NOW), the enterprise IT cloud company, today announced the availability of new products and features that drive service transformation throughout the global enterprise. The new ServiceNow release offers an enhanced custom application creation experience, new service automation products, executive decision-making visualization tools and a more intuitive user experience.
The service model defined by IT is increasingly in demand, giving IT the ability to use its successful roots to transform service across all business domains. Organizations such as HR, facilities and legal are rapidly moving into service-oriented models. IT is at the epicenter of this transformation and is ideally situated to provide the framework for the management of enterprise services. A service-oriented framework defines the service taxonomy, creates a consumerized service experience, orchestrates service workflows, automatically remediates issues when they arise and measures performance and availability of services. Successful service models require this foundation to support the load and scalability that will be needed to transform an organization to a service orientation.
The products and features in this new ServiceNow release give IT the ability to create a new service experience for business users and improve the framework on which IT can deliver those services across the enterprise. For example, business users can use Service Creator to independently create and deliver services that automate mundane tactical activities typically managed in spreadsheets and email. For larger projects, IT can use ServiceNow Demand Management to easily assess the demand from each business function and then use the new CIO Roadmap to drive conversations with business stakeholders about IT investment decisions. Services can be automated with applications that are purpose-built to solve specific business challenges. These applications can be custom created by users or are offered as complete and customizable applications built by ServiceNow, such as ServiceNow Facilities Service Automation. And the underlying infrastructure can be managed with a comprehensive set of technologies, including ServiceNow Event Management, that enable fast remediation of the issues that could cause business interruptions.
“Enabling our line-of-business users to build solutions themselves creates leverage for the IT department which sometimes cannot keep up with the demand for new applications,” said Carolyn Hollingsworth, senior manager service delivery, Lennox International. “Service Creator is, in effect, a ‘do-it-yourself’ business automation service managed by IT.”