At last week’s Knowledge 16 conference, the big news from service management vendor ServiceNow was its push into customer service management (CSM).
Venturing beyond its information technology service management (ITSM) sweet spot, ServiceNow leadership is placing a bet on CSM as well as service management for other parts of the business like human resources and legal – a bet with an expected four-to-one payoff, as it expects to quadruple its billion-dollar annual revenue figure by the end of the decade.
The approach most companies ServiceNow’s size take to achieve such massive growth typically depends upon making multiple acquisitions. The end result frequently tends to be a mishmash of poorly integrated offerings that customers struggle to implement and manage.
Good news for its customers: ServiceNow has different plans. In fact, architectural decisions made almost a decade ago position the company for rapid growth, while at the same time rounding out a next-generation service management offering that promises to connect front office and back office functions in a seamless, user-centric fashion that meets the needs of today’s digitally transformed enterprises.
Read the entire article at http://www.forbes.com/sites/jasonbloomberg/2016/05/23/servicenow-closing-the-loop-on-cloud-enabled-service-management/.
Intellyx advises companies on their digital transformation initiatives and helps vendors communicate their agility stories. As of the time of writing, ServiceNow is an Intellyx customer. None of the other organizations mentioned in this article are Intellyx customers. ServiceNow covered Jason Bloomberg’s expenses at Knowledge 16, a standard industry practice. Image credit: ServiceNow.
