|June 24, 2014 11:00 AM EDT||
IT service management (ITSM) has long been a huge benefit to complex and exception-rich IT operations by helping to standardize, automate and apply a common system-of-record approach to tasks, incidents, assets, and workflows.
ServiceNow has been growing rapidly as a software-as-a-service (SaaS) provider of ITSM, but clearly sees a larger opportunity - making service creation, use, and management a benefit to nearly all workers for any number of business processes.
It's one of those rare instances where IT has been more mature and methodological in solving complexity than many other traditional business functions. Indeed, siloed and disjointed "productivity applications" that require lots of manual effort have been a driver to bring service orientation to the average business process.
Just as in IT operations and performance monitoring, traditional applications in any business setting can soon reach their point in inflexibility and break down and therefore don't scale. Despite human productivity efforts - via shuffling emails, spreadsheets, phone calls, sticky pads and text messages - processes bog down. Exceptions are boondoggles. Tasks go wanting. Customers can sense it all through lackluster overall performance.
So ServiceNow this week launched its Eureka version of its online service management suite with new features aimed at letting non-technical folks build custom applications and process flows, just like the technical folks in IT have been doing for years. Think of it as loosely coupled interactions that span many apps and processes for the rest of us.
Now available globally, the fifth major release of ServiceNow includes more than 100 changes, new modules, and has a new user interface (UI) that allows more visualizations and drag and drop authoring and is more "mobile friendly," says Dave Wright, Chief Strategy Officer at ServiceNow, based in Santa Clara, CA.
"Enterprise users just can't process work fast enough," says Wright. "So our Service Creator uses a catalog and an new UI to allow workers to design services without IT."
IT does, however, get the opportunity to vet and manage these services, and can decide what gets into the service catalog or not. Those of us who have been banging the SOA drum for years, well predicted this level of user-driven services and self-service business process management.
I, for one, am very keen to see how well enterprises pick up on this, especially as the cloud-deployed nature of ServiceNow can allow for extended enterprise process enablement and even a federated approach to service catalogs. Not only are internal processes hard to scale, but those work flows and processes that include multiple companies and providers are also a huge sticking point.
Systems integrators and consultancies may not like it as much, but the time has come for an organic means of automating tasks and complexity that most power users can leverage and innovate on.
With this new release, it's clear that ServiceNow has a dual strategy. One, it's expanding its offerings to core IT operators, along the traditional capabilities of application lifecycle management, IT operations management, IT service management, project management, and change management. And there are many features in the new release to target this core IT user.
Additionally, ServiceNow has its sights on a potentially much larger market, the Enterprise Service Management (ESM) space. This is where today's release is more wholly focused. Things like visualization, task boards, a more social way of working, and use of HTML 5 for the services interface, giving the cloud-delivered features native support and adaptability across devices. There is also a full iOS client on the App Store.
Indeed, this shift to ESM is driving the ServiceNow roadmap. I attended last month's Knowledge 14 conference in Las Vegas, and came away thinking that this level of services management could be a sticky on-ramp to a cloud relationship for enterprises. Other cloud on-ramps include public cloud infrastructure as a service (IaaS), hybrid cloud platforms and management, business SaaS apps like Salesforce and Workday, and data lifecycle and analytics services. [Disclosure: ServiceNow paid my travel expenses to the user conference.]
Common data model
But as a cloud service, ServiceNow, if it attracts a large clientele outside of IT, could prove sticky too. That's because all the mappings and interactions for more business processes would be within its suite - with the common data model shared by the entire ServiceNow application portfolio.
The underlying portfolio of third-party business apps and data are still important, of course, but the ways that enterprises operate at the process level - the very rules of work across apps, data and organizations - could be a productivity enhancement offer too good to refuse if they solve some major complexity problems.
Strategically, the cloud provider that owns the processes solution also owns the relationship with the manager corps at companies. And if the same cloud owns the relationship with IT processes - via the same common data model, well, then, that's where a deep, abiding and lasting cloud business could long dwell. Oh, and its all paid for on an as-needed, per user, OpEx basis.
Specifically, the new ServiceNow capabilities include:
- Service Creator -- a new feature that allows non-technical business users to create service-oriented applications faster than ever before
- Form Designer -- a new feature that enables rapid creation and modification of forms with visual drag-and-drop controls
- Facilities Service Automation -- a new application that routes requests to the appropriate facilities specialists and displays incidents on floor plan visualizations
- Visual Task Boards -- a new feature to organize services and othervtasks using kanban-inspired boards that foster collaboration and increase productivity
- Demand Management -- a new application that consolidates strategic requests from the business to IT and automates the steps in the investment decision process
- CIO Roadmap - a new timeline visualization feature that displays prioritized investment decisions across business functions
- Event Management - a new application that collects and transforms infrastructure events from third-party monitoring tools into meaningful alerts that trigger service workflows
- Configuration Automation -- an application that controls and governs infrastructure configuration changes, enhanced to work in environments managed with Chef data center automation.
For more, a blog post on today's news from Wright.
You may also be interested in:
- Modern supply chains - How innovative sellers engage customers in entirely new ways
- Ariba's roadmap points to instant, integrated and data-rich business cloud services
- Dynamic discounting allows American Electric Power to bring new efficiency to procurement terms
- Case study: How ACP simplifies and speeds its billing and payments using the new AribaPay cloud service
- Business success increasingly hinges on supply chain innovation and procurement advantages
- Workforce of the Future -- and Why Preparing Means Rethinking Human Resources Now
- Ariba announces business network analysis enhancements, first transactions conducted under AribaPay
- Spot buying automated by Ariba gives start-up KooZoo a means to shop more efficiently
- Combining big data and cloud capabilities for ecommerce matches buyers and sellers like never before
- Here's Why Healthcare Businesses Must Efficiently Manage Their Suppliers, Purchases, and Processes
- Ariba LIVE roadmap debrief: Cloud data analytics
SYS-CON Events announced today that B2Cloud, a provider of enterprise resource planning software, will exhibit at SYS-CON's 16th International Cloud Expo®, which will take place on June 9-11, 2015, at the Javits Center in New York City, NY. B2cloud develops the software you need. They have the ideal tools to help you work with your clients. B2Cloud’s main solutions include AGIS – ERP, CLOHC, AGIS – Invoice, and IZUM
May. 5, 2015 12:00 PM EDT Reads: 4,437
The Internet of Things Maturity Model (IoTMM) is a qualitative method to gauge the growth and increasing impact of IoT capabilities in an IT environment from both a business and technology perspective. In his session at @ThingsExpo, Tony Shan will first scan the IoT landscape and investigate the major challenges and barriers. The key areas of consideration are identified to get started with IoT journey. He will then pinpoint the need of a tool for effective IoT adoption and implementation, which leads to IoTMM in which five maturity levels are defined: Advanced, Dynamic, Optimized, Primitive,...
May. 5, 2015 11:45 AM EDT Reads: 1,118
SYS-CON Events announced today that MangoApps will exhibit at SYS-CON's 16th International Cloud Expo®, which will take place on June 9-11, 2015, at the Javits Center in New York City, NY., and the 17th International Cloud Expo®, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. MangoApps provides private all-in-one social intranets allowing workers to securely collaborate from anywhere in the world and from any device. Social, mobile, and easy to use. MangoApps has been named a "Market Leader" by Ovum Research and a "Cool Vendor" by Gartner...
May. 5, 2015 11:00 AM EDT Reads: 4,353
The world's leading Cloud event, Cloud Expo has launched Microservices Journal on the SYS-CON.com portal, featuring over 19,000 original articles, news stories, features, and blog entries. DevOps Journal is focused on this critical enterprise IT topic in the world of cloud computing. Microservices Journal offers top articles, news stories, and blog posts from the world's well-known experts and guarantees better exposure for its authors than any other publication. Follow new article posts on Twitter at @MicroservicesE
May. 5, 2015 11:00 AM EDT Reads: 2,907
Containers and microservices have become topics of intense interest throughout the cloud developer and enterprise IT communities. Accordingly, attendees at the upcoming 16th Cloud Expo at the Javits Center in New York June 9-11 will find fresh new content in a new track called PaaS | Containers & Microservices Containers are not being considered for the first time by the cloud community, but a current era of re-consideration has pushed them to the top of the cloud agenda. With the launch of Docker's initial release in March of 2013, interest was revved up several notches. Then late last...
May. 5, 2015 11:00 AM EDT Reads: 3,883
There is no doubt that Big Data is here and getting bigger every day. Building a Big Data infrastructure today is no easy task. There are an enormous number of choices for database engines and technologies. To make things even more challenging, requirements are getting more sophisticated, and the standard paradigm of supporting historical analytics queries is often just one facet of what is needed. As Big Data growth continues, organizations are demanding real-time access to data, allowing immediate and actionable interpretation of events as they happen. Another aspect concerns how to deliver ...
May. 5, 2015 11:00 AM EDT Reads: 5,760
WebRTC defines no default signaling protocol, causing fragmentation between WebRTC silos. SIP and XMPP provide possibilities, but come with considerable complexity and are not designed for use in a web environment. In his session at @ThingsExpo, Matthew Hodgson, technical co-founder of the Matrix.org, discussed how Matrix is a new non-profit Open Source Project that defines both a new HTTP-based standard for VoIP & IM signaling and provides reference implementations.
May. 5, 2015 10:45 AM EDT Reads: 4,365
So I guess we’ve officially entered a new era of lean and mean. I say this with the announcement of Ubuntu Snappy Core, “designed for lightweight cloud container hosts running Docker and for smart devices,” according to Canonical. “Snappy Ubuntu Core is the smallest Ubuntu available, designed for security and efficiency in devices or on the cloud.” This first version of Snappy Ubuntu Core features secure app containment and Docker 1.6 (1.5 in main release), is available on public clouds, and for ARM and x86 devices on several IoT boards. It’s a Trend! This announcement comes just as...
May. 5, 2015 10:45 AM EDT Reads: 2,235
The security devil is always in the details of the attack: the ones you've endured, the ones you prepare yourself to fend off, and the ones that, you fear, will catch you completely unaware and defenseless. The Internet of Things (IoT) is nothing if not an endless proliferation of details. It's the vision of a world in which continuous Internet connectivity and addressability is embedded into a growing range of human artifacts, into the natural world, and even into our smartphones, appliances, and physical persons. In the IoT vision, every new "thing" - sensor, actuator, data source, data con...
May. 5, 2015 10:30 AM EDT Reads: 5,379
The WebRTC Summit 2015 New York, to be held June 9-11, 2015, at the Javits Center in New York, NY, announces that its Call for Papers is open. Topics include all aspects of improving IT delivery by eliminating waste through automated business models leveraging cloud technologies. WebRTC Summit is co-located with 16th International Cloud Expo, @ThingsExpo, Big Data Expo, and DevOps Summit.
May. 5, 2015 10:15 AM EDT Reads: 3,141
The Internet of Things is not new. Historically, smart businesses have used its basic concept of leveraging data to drive better decision making and have capitalized on those insights to realize additional revenue opportunities. So, what has changed to make the Internet of Things one of the hottest topics in tech? In his session at @ThingsExpo, Chris Gray, Director, Embedded and Internet of Things, discussed the underlying factors that are driving the economics of intelligent systems. Discover how hardware commoditization, the ubiquitous nature of connectivity, and the emergence of Big Data a...
May. 5, 2015 10:00 AM EDT Reads: 5,554
SYS-CON Events announced today the IoT Bootcamp – Jumpstart Your IoT Strategy, being held June 9–10, 2015, in conjunction with 16th Cloud Expo and Internet of @ThingsExpo at the Javits Center in New York City. This is your chance to jumpstart your IoT strategy. Combined with real-world scenarios and use cases, the IoT Bootcamp is not just based on presentations but includes hands-on demos and walkthroughs. We will introduce you to a variety of Do-It-Yourself IoT platforms including Arduino, Raspberry Pi, BeagleBone, Spark and Intel Edison. You will also get an overview of cloud technologies s...
May. 5, 2015 10:00 AM EDT Reads: 3,919
SYS-CON Media announced today that @WebRTCSummit Blog, the largest WebRTC resource in the world, has been launched. @WebRTCSummit Blog offers top articles, news stories, and blog posts from the world's well-known experts and guarantees better exposure for its authors than any other publication. @WebRTCSummit Blog can be bookmarked ▸ Here @WebRTCSummit conference site can be bookmarked ▸ Here
May. 5, 2015 09:45 AM EDT Reads: 3,419
Scott Jenson leads a project called The Physical Web within the Chrome team at Google. Project members are working to take the scalability and openness of the web and use it to talk to the exponentially exploding range of smart devices. Nearly every company today working on the IoT comes up with the same basic solution: use my server and you'll be fine. But if we really believe there will be trillions of these devices, that just can't scale. We need a system that is open a scalable and by using the URL as a basic building block, we open this up and get the same resilience that the web enjoys.
May. 5, 2015 09:45 AM EDT Reads: 5,915
In his session at WebRTC Summit, Peter Dunkley, Technical Director at Acision, will look at creating interactive communications via the web by adding messaging, file transfer, and group communication (group chat and audio/video conferencing) into the web experience. He will also discuss potential applications of this technology in areas including B2B, B2C, P2P, and gaming. Peter Dunkley is Technical Director at Acision. He graduated from The University of Edinburgh in 2000 with a BSc (Hons) in Computer Science. After graduation Peter worked on a PSTN switch developing signalling stacks for SS...
May. 5, 2015 09:39 AM EDT Reads: 391
It's time to put the "Thing" back in IoT. Whether it’s drones, robots, self-driving cars, ... There are multiple incredible examples of the power of IoT nowadays that are shadowed by announcements of yet another twist on statistics, databases, .... Sorry, I meant, Big Data(TM), tiered storage(TM), complex systems(TM), smart nations(TM), .... In his session at WebRTC Summit, Dr Alex Gouaillard, CTO and Co-Founder of Temasys, will discuss the concrete, cool, examples of IoT already happening today, and how mixing all those different sources of visual and audio input can make your life happier ...
May. 5, 2015 09:15 AM EDT Reads: 603
What exactly is a cognitive application? In her session at 16th Cloud Expo, Ashley Hathaway, Product Manager at IBM Watson, will look at the services being offered by the IBM Watson Developer Cloud and what that means for developers and Big Data. She'll explore how IBM Watson and its partnerships will continue to grow and help define what it means to be a cognitive service, as well as take a look at the offerings on Bluemix. She will also check out how Watson and the Alchemy API team up to offer disruptive APIs to developers.
May. 5, 2015 09:15 AM EDT Reads: 2,176
SYS-CON Events announced today that Site24x7, the cloud infrastructure monitoring service, will exhibit at SYS-CON's 16th International Cloud Expo®, which will take place on June 9-11, 2015, at the Javits Center in New York City, NY. Site24x7 is a cloud infrastructure monitoring service that helps monitor the uptime and performance of websites, online applications, servers, mobile websites and custom APIs. The monitoring is done from 50+ locations across the world and from various wireless carriers, thus providing a global perspective of the end-user experience. Site24x7 supports monitoring H...
May. 5, 2015 09:15 AM EDT Reads: 2,490
We heard for many years how developing nations would be able to develop mobile-phone networks quickly, perhaps even leapfrog developed nations, because their lack of traditional, wired networks would not inhibit them from deploying the new technology. Now there is talk of history repeating itself with the Industrial Internet--a key aspect of the emerging Internet of Things. For example, Guo Ping, Deputy Chairman of the Board of Chinese electronics giant Huawei, said in a recent report from the World Economic Forum, "The Industrial Internet will afford emerging markets a unique opportunity ...
May. 5, 2015 09:00 AM EDT Reads: 472
Chuck Piluso will present a study of cloud adoption trends and the power and flexibility of IBM Power and Pureflex cloud solutions. Speaker Bio: Prior to Data Storage Corporation (DSC), Mr. Piluso founded North American Telecommunication Corporation, a facilities-based Competitive Local Exchange Carrier licensed by the Public Service Commission in 10 states, serving as the company's chairman and president from 1997 to 2000. Between 1990 and 1997, Mr. Piluso served as chairman & founder of International Telecommunications Corporation, a facilities-based international carrier licensed by t...
May. 5, 2015 09:00 AM EDT Reads: 843