ServiceNow: Feuerwerk von Neuheiten anlässlich der ServiceNow Knowledge17

ServiceNow: Feuerwerk von Neuheiten anlässlich der ServiceNow Knowledge17
John Donahoe, President and CEO ServiceNow.

Orlando – Vom 7.-11. Mai findet das weltweit grösste Service Management Event des Jahres in Orlando, Florida statt: Die ServiceNow Knowledge17 mit über 12’000 internationalen Service-Management-Experten. Am Anlass stellte ServiceNow ein Bündel neuer Produkte und Dienstleistungen vor.

  • HR: Im Durchschnitt wird der erste Tag eines neuen Mitarbeiters über 5-10 Abteilungen koordiniert. Mit einer neuen Anwendung ermöglicht ServiceNow schnelleres und effizienteres Onboarding neuer Mitarbeiter über eine einzige Plattform.
  • CSM: Communities sind der Schlüssel zum Kundenvertrauen. Sie begeistern jedoch nicht alle Kunden im gleichen Maße. Diese Ankündigung stellt eine Lösung für personalisierte Service-Erfahrung vor, mit einer Community aus Experten und Kollegen, weniger Anfragen und höherer Reichweite zu potentiellen Kunden.
  • Sicherheit: Sicherheitsteams haben Cyber-Bedrohungen isoliert abgewehrt, so dass andere Abteilungen möglichst nicht involviert waren. Diese Mitteilung erklärt, wie Unternehmen kontrollieren können, wie sie mit den verschiedenen Abteilungen zusammenarbeiten, und Cyberangriffe proaktiv abwenden.
  • Cloud Management: Der Cloud-Markt für neue Unternehmensdienste wächst rasant, doch die Art und Weise, wie Unternehmen die Cloud verwalten, hat sich nicht weiterentwickelt. Mit ServiceNow erhalten Mitarbeiter jetzt schnell freien Zugang zu Cloud-Anwendungen und können diese auf jedem Gerät verwalten.
  • Software Asset Management: Lizensierte Software macht ein Drittel des IT-Budgets aus und ihre Verwaltung ist kompliziert. Kunden können nun auf das komplette Management ihres lizensierten Software-Katalogs zugreifen, indem Anbieter-Audits so einfach wie möglich gemacht werden.

Aus Aktualitätsgründen hier der englische Originaltext:

ServiceNow Launches Enterprise Onboarding and Transitions for Human Resources

ServiceNow today announced ServiceNow Enterprise Onboarding and Transitions. For many employees, getting onboarding and other services from HR can be a time-consuming and frustrating process. HR departments want to provide great service, but are too often bogged down with repetitive, transactional tasks. For the first time, enterprises can easily set up and manage employee lifecycle events across multiple departments on a single service delivery platform. The new application orchestrates and automates employee onboarding, offboarding, relocation, leaves of absence and other processes that begin in HR but span multiple systems and departments such as IT, facilities, finance and legal.  Now, the efficiency of onboarding and lifecycle processes is drastically improved, and fast, consumer-like service makes it easy for employees to be employees.

The delivery of many HR services like employee onboarding start in HR, but can require the coordination of five to 10 departments to complete them.  Traditional onboarding solutions support HR related tasks such as capturing employee information, compliance and I-9 forms but do not manage the work required from other departments.  A recent Gartner research report, indicates that, «organizations have begun to realize the significant impact that onboarding has on employee engagement and retention. Application leaders responsible for HR must work with multiple business functions to expand process scope and reach more worker types through all phases of the workforce life cycle1.»

“The new hire onboarding experience is a critical first impression for incoming employees,” said Deepak Rammohan Bharadwaj, General Manager of Human Resources Product Line, ServiceNow. “ServiceNow provides a system of action for organizations to streamline and automate the complex services needed from multiple departments beyond just HR to give employees the onboarding experience they deserve.”

ServiceNow Enterprise Onboarding and Transitions breaks complex processes down into individual activities such as getting a workspace, credit card, security access, computer, and phones – and then distributes these to different departments for approvals and action.  It tracks the status of each activity, and reminds people automatically if they are behind schedule.  If an activity is stalled, it is escalated automatically so that problems can be resolved. If exceptions occur, employees can easily open a case in the application as part of the onboarding workflow. Some manual processes can be eliminated entirely – for example ServiceNow can create email accounts, and even automatically update Core HR and other departmental systems of record.

In addition to improving the service delivery efficiency of HR and other departments, this new application provides a consumer-like service experience to employees. Foundational to this experience is the Employee Service Center. It provides a single place for employees to interact and communicate with HR for all service needs. Employees can get information, such as new hire policies either by searching for it or by HR proactively pushing it out. If employees need help or more information, they can submit a request. HR can even task employees to take certain actions like signing documents.

“Our employees are saving lives every day. It is imperative to have processes in place to create a smooth and efficient experience for new hires. ServiceNow transforms previously cumbersome and manual onboarding processes and simplifies the experience for both the employee and the company,” said ServiceNow customer Carlie Bush, director of HR Shared Services at Envision Healthcare, a leading provider of physician-led, outsourced medical services.

ServiceNow Launches Customer Service Communities

ServiceNow today announced ServiceNow Communities, a major new application in its Customer Service Management solution.  More than ever, companies rely on loyal customers for business growth. Yet many aren’t delivering the service customers expect – personalized, relevant, and always-on.  ServiceNow Communities provides a personalized, self-service experience for every customer.  Their profile, cases, products, services, and notifications are there for real-time access.  Customers get the information most relevant to them by engaging with peers and experts and from contextual search.  A customer-specific activity stream ensures they only get desired updates.  Now, companies can reduce case volumes, obtain new perspectives into product use or customer needs, and expand overall reach to new prospects.

Research shows that engaged customers are more loyal to businesses. Customers who engage in online communities have higher satisfaction and tend to buy more than those who do not. “Communities are key to driving loyalty,” said Abhijit Mitra, general manager of the Customer Service Management business unit, ServiceNow.  “But not all communities are equal in their ability to engage customers.  With ServiceNow, every customer gets a community of experts and peers, and a personalized, integrated experience enabling companies to build much-desired, long term relationships.”

ServiceNow Communities includes core capabilities such as managed forums, curated topics, support for multiple content types, moderation, and granular permissions.  Additional features include:

  • Personalized self-service experience is delivered through the integration of Communities with the ServiceNow Customer Service Portal. Customers can see or edit their profile details, cases, products, services, and notifications in the same place where they can engage in the community.
  • Seamless contextual searching enables customers to get information or answers faster with a single search that works across ServiceNow Knowledge Management and Communities.
  • Customer-specific activity stream provides content and updates customers desire from the community to reduce information overload and to ensure relevant information is in the forefront.

Global Brands Rely on ServiceNow for Customer Service
Growing faster than the customer service software market overall, ServiceNow Customer Service Management has been lauded as an innovative approach to customer service over CRM-based tools. While traditional CRM focuses on engaging with the customer when issues arise, ServiceNow’s approach goes beyond engagement to proactively prevent issues.  With Customer Service Management, service teams can not only improve the customer experience with personalized self-service, but also drive accountability for issue resolution by other departments – product, operations, field service, finance, etc. The application also takes advantage of the Internet of Things (IoT) to proactively prevent issues before they affect customers.

Improving Customer Service Management with Field Service Management and Cost Transparency
In addition to Communities, ServiceNow is enhancing its Customer Service Management solution in two other strategic areas:

  • Dynamic Scheduling for Field Service optimizes technician assignments to reduce travel times, cut costs, and to ensure the best utilization. Multiple tasks can be assigned to different agents at the same time, enabling prioritization while assigning, and automatically moving work to an unassigned state due scheduling of a higher priority task.
  • Cost Management helps customer service leaders to understand the true costs of the services their companies deliver.  Customer Service Management is integrated with the ServiceNow ITBM Cost Transparency application enabling monitoring and analysis of service costs by customer account, channel, product version, product line, contracts, and more.

This latest release further strengthens the ServiceNow Customer Service Management solution to enable companies to deliver effortless, connected, and proactive customer service.  It’s built on a single platform that connects departments, workflows, and systems, including field service, knowledge management, and portals.

ServiceNow Launches Trusted Security Circles

ServiceNow today announced Trusted Security Circles, a new cloud-based application that gives enterprises the ability to share and receive hyper-relevant threat intelligence in near real-time. Security teams have been fighting threats in isolation. Sharing information about threats would expose to the world that they were under attack. Now, security teams can ask trusted peers, suppliers and partners about threats and how dangerous they are. Organizations can control the way they share, what they share and whom they share with — including being fully anonymous. Enterprises can be forewarned of targeted attacks and can contribute to the safety of the community. Also today ServiceNow is announcing Vendor Risk Management.

On average, bad actors took about a month to exploit a vulnerability, with half of all first exploitation attempts having occurred within a period of between 10 and 100 days*.  Since attackers often use the same exploits against multiple targets in an industry or community, sharing threat intelligence with peers could give others lead time to thwart similar attacks in their own networks.

“Securely and anonymously sharing active threat data with trusted peers has simply not been possible,” said Sean Convery, general manager, Security Business Unit, ServiceNow. “Now, security analysts are no longer alone. ServiceNow enables enterprises to apply the power of collaboration to proactively avert attacks.”

With Trusted Security Circles, a security team may see suspicious activity in their network and will want to know if others in their defined community have also seen it. An anonymous query goes to other members of the chosen circle, and a sightings search is performed against the specified suspicious observables. Customers now know if a security incident they’re investigating is happening to any peers, partners or suppliers. If the number of sightings exceeds a set threshold, a security incident can be automatically opened in ServiceNow Security Operations. This serves as an early warning system for industry-specific, targeted attacks, can speed up response and shore up an entire supply chain from attacks.

«Having a systematic approach to sharing threat intelligence is important for IT and Security teams to remediate threats within their own company,” said Bart Murphy, CTO of CareWorks Family of Companies. “Now there’s a way to extend that insight to trusted peers. Cloud computing helps make this possible. No one needs to open up their data center.»

ServiceNow Vendor Risk Management
Today ServiceNow also announced Vendor Risk Management, a new cloud-based application enterprises can use to automate third party risk, onboard new vendors more quickly and gain visibility of their overall risk posture.  Nearly every organization works with hundreds or even thousands of different vendors, many of whom may be handling or have access to sensitive data. Teams typically use manual, outdated processes to assess the risk of working with these third parties, causing potential compromise of confidential information.  Vendor Risk Management transforms these inefficient practices into a centralized system of action that orchestrates the process of assessing the risk of working with a vendor.

With Vendor Risk Management, organizations can now automate the third party risk management process, ensuring quality and effectiveness of  assessment controls.  They can onboard new vendors much more quickly, allowing them to get value from their vendors more quickly.  And finally, when combined with a broader risk management program, an organization can get a complete view of their overall risk and a systematic way to take action to reduce it.

ServiceNow Launches Cloud Management

ServiceNow today announced major enhancements to its Cloud Management application. Employees are demanding fast access to cloud resources that meet their needs. IT is left with the challenge of quickly responding to these requests while reducing risks and managing costs. ServiceNow Cloud Management gives both cloud users and IT increased control over cloud resources. Within minutes, IT can rapidly create a catalog of cloud resources across AWS, Azure, VMware and others. Users get a consumer-like self-service experience where they can manage their cloud resources and track their spending from any device so that they get the most out of their budgets. Now, businesses can take full advantage of all the benefits the cloud has to offer to make their work go faster.

With more organizations choosing cloud-first for new business applications (The 2016 Cloud Computing Tipping Point report), companies must manage cloud services across multiple public and private clouds to reduce risk and ensure compliance to company policies. In many companies, the manual processes used to deploy and manage cloud services can take days or weeks to complete. Once the services are available, end users are disconnected from lifecycle operations and must rely on help desk interactions to get their jobs done. This process can be slow and delay end users from completing their tasks or worse yet, force users into going it on their own with the swipe of a credit card. This DIY approach of acquiring the cloud services they need puts the user outside the control of IT, thus creating shadow IT problems.

Time-to-Value at Lightspeed
Cloud Management features a new Cloud Agnostic Blueprint Designer reducing the hours of work it takes to create and deploy cloud services. By abstracting the different elements of the creation workflow, ServiceNow simplifies the design of cloud services by auto-generating an execution plan that brings together all the up-to-date elements of the blueprint, and automatically generates corresponding service catalog items. Governance (e.g. approvals, quotas, permissions) and compliance (e.g. data center selection, security settings) policies are defined independently and applied at run-time.  Now, a developer who wants to test their code on a multi-tier test environment can accomplish this task with a simple click of a button. All this is done while maintaining adherence to corporate policies, governance, and security controls. Also, since these blueprints are not tied to a single cloud account or provider, organizations have increased flexibility in their choice of cloud providers.

Empowering Cloud End Users
Cloud Management gives end users a new Cloud User Portal experience built on ServiceNow Service Portal technology.  With the Cloud User Portal, end users have a single-pane of glass to manage both business and operational aspects of their cloud resources through the Now Platform.  From a central location, the user can easily access their personalized service catalog to launch new services, manage the lifecycle operations of stacks or individual resources and manage the consumption against costs, usage and quotas. Now companies can curb shadow IT by empowering end-users with direct control of their cloud resources through a consumer-like experience while maintaining IT governance and control.

In addition, with Cloud Management on the Now Platform™, organizations have a single-system-of-record for all cloud resources and seamless integration with incident, problem, and change management, automatically routing issues and requests through the standard IT processes.  As cloud usage increases exponentially, Cloud Management enables your business to scale.

“As more enterprises are becoming cloud-first, they need cloud resources that are enterprise grade, enforcing consistent governance and control regardless of the underlying cloud provider,” said Mike Nappi, VP, ITOM, ServiceNow.  “With Cloud Management, employees get the freedom to access cloud resources and IT the power to stay in control. “

ServiceNow Launches Software Asset Management

ServiceNow today announced the industry’s first software asset management solution that gives businesses the power to fix licensing issues before they affect their bottom line. Licensed software is now found in every enterprise department and managing compliance to these complex software contracts has become a minefield for IT.  With vendor software audits on the rise,[1] it has become more important than ever to address licensing problems fast or risk facing severe financial penalties. Software Asset Management combines catalog, procurement and orchestration all in one system of action. With a few simple clicks, enterprises can quickly and easily allocate and reclaim software licenses to address non-compliance and avoid the pains associated with vendor audits. IT can also eliminate budget-draining software waste (shelf-ware), resulting in significant cost-savings for the enterprise.  Now, enterprises can confidently make the most of their licensed software to move their business faster.

Software license and maintenance costs account for nearly one-third of IT budgets and complexity goes beyond just the software installed on end-user devices. The growth of software-as-a-service means that organizations need to adopt a way to measure and manage consumption of cloud software, especially with the rise of shadow IT[2]. Adding to the complexity, some software vendors base their licenses on service capacity and other factors, which can be difficult to track when running on an array of public and hybrid clouds. In addition, most companies still manage their software by manually updating spreadsheets and hoping that they do not get audited by their vendors.

“As software drives greater innovation across the enterprise, it also demands more strategic oversight and powerful levers to optimize its use,” said Karel van der Poel, vice president and general manager, ServiceNow. “With ServiceNow Software Asset Management, CIOs have the means to master the management of software licensing and proactively support the business. They can make vendor audits painless and under reporting of software use a thing of the past.”

ServiceNow Software Asset Management tames complexity by tracking commercial software throughout its entire lifecycle.  This allows enterprises to:

  • Automate software license spend.  With Software Asset Management on the Now Platform™,  organizations can take control on the software request and allocation process across the global enterprise.
  • Get a real-time view of licensed software compliance position. Enterprises now can get a clear picture of all their licensed software and how they are being used. They can perform highly accurate normalization using more than a million normalization rules. This helps to identify license-relevant product counts, when for instance, multiple versions apply to the same license. Leverage the ServiceNow CMDB and pre-built Discovery Maps  automatically to relate software entitlements to the correct software installations.
  • Take a proactive approach to reconciliation and remediation. Software Asset Management reports license compliance issues by reconciling contract information with the discovered inventory of products against the contracts and reporting license compliance issues.  If a non-compliance issue is found, the software can initiate remediation activities that continue in the same Now Platform, such as the automated reclamation of a license by un-installing it from a user’s machine. ServiceNow provides current compliance positions across software publishers through interactive dashboards. Software asset managers always have up-to-date usage information on hand.
  • Eliminate software waste and optimize license usage. Now software asset managers gain insight to employees’ actual usage of software. The system can identify when licenses are underutilized to make sure they are re-distributed to users who need them. If an employee leaves the company or changes roles, the system makes it easy to reclaim the license.

Current products on the market typically can identify licensing issues but do little to help businesses resolve them.  ServiceNow Software Asset Management allows organizations to go beyond traditional reporting by providing remediation options to fix non-compliance within a single System of Action. It leverages data and automation capabilities already found in the Now Platform, including the CMDB, hardware Asset Management and Software Discovery. When combined with ServiceNow Application Portfolio Management, enterprises can expand to manage their home-grown applications, levels of utilization and cost of maintenance to avoid duplication and ensure that the preferred application and version is being used.


About ServiceNow
Your enterprise needs to move faster, but lack of process and legacy tools hold you back. Every day, thousands of customer requests, IT incidents, and HR cases follow their own paths—moving back and forth between people, machines and departments. Unstructured. Undocumented. Unimproved for years. With the ServiceNow® System of Action™ you can replace these unstructured work patterns of the past with intelligent workflows of the future. Now every employee, customer and machine can make requests on a single cloud platform. Every department working on these requests can assign and prioritize, collaborate, get down to root cause issues, gain real-time insights and drive to action. Your employees are energized. Your service levels improve. And you realize game-changing economics. Work at Lightspeed™. To find out how, visit

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