Service management leader ServiceNow today announced a strategic investment in MapAnything, a location services company that has heretofore run on the Salesforce.com platform. With this…
The reports of ITSM’s death have been greatly exaggerated. Its ongoing evolution was on vivid display at the industry’s premier service management conference. Trends in…
During his three years as CIO of pharmaceutical giant AstraZeneca, David Smoley has been overseeing a massive insourcing effort. When he joined the organization, AstraZeneca…
Customer service has long fallen into one of two categories when it comes to driving strategic value for an organization. In most cases, it is…
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…
This week, cloud-based service management company ServiceNow (NYSE:NOW) announced the acquisition of cloud management platform (CMP) provider ITapp in an all-cash deal. This acquisition follows…
The relationships between information technology (IT) organizations and the lines of business they serve are undergoing a dramatic shift, just as digital represents a revamping…
You’re the CISO of a large organization. You’re barely into your first cup of coffee and you get a frantic phone call from a tech…
