ServiceNow continues workflow platform expansion with Utah release

“CIOs,
and
particularly
VPs
of
IT
infrastructure
operations,
have
a
particular
perspective
about
what
ServiceNow
does,
and
how
they
do
it,”
he
said.
“But
if
you
look
back
over
the
past
couple
years,
they
obviously
have
these
other
capabilities
that
serve
chief
HR
officers,
customer
experience
owners,
employee
experience,
and
things
like
that.”

Brace
for
Impact

Indeed,
the
Now
Platform
has
become
so
sprawling
that
ServiceNow
is
concerned
customers
may
not
be
getting
as
much
value
from
it
as
what
they
are
paying
for.
A
year
ago,
the
company
introduced
a
new
app,

ServiceNow
Impact,
to
act
as
an
always-on
customer
success
manager
not
just
for
CIOs
but
for
other
leaders
within
the
enterprise
responsible
for
workflows
running
on
Now
Platform.
With
the
Utah
release,
it’s
leaning
in,
enhancing
Impact’s
tools
for
helping
executives
monitor
their
ServiceNow
instance,
and
adding
a
product
adoption
roadmap
that
recommends
which
applications
to
adopt
next.

It’s
also
expanding
the
catalog
of
accelerators—automated
how-to
guides
to
adoption—with
new
recommendations
on
creating
personalized
dashboards
of
ServiceNow
adoption
for
different
members
of
the
executive
team,
and
on
conducting
ITSM
maturity
assessments.

The
Impact
app
and
its
accelerators
have
access
to
data
from
an
enterprise’s
ServiceNow
instance,
so
users
can
track
progress
toward
deploying
a
particular
service,
said
ServiceNow’s
SVP
and
global
head
of
product
experience,
Amy
Lokey.

“You
can
see
a
real
time
report
on
your
next
steps
in
terms
of
getting
the
maximum
value
out
of
your
instance,
out
of
the
software
that
you’ve
licensed,”
she
said.

For
IDC’s
Elliot,
Impact’s
ability
to
personalize
metrics
depending
on
a
user’s
interests,
whether
in
HR,
ITSM,
or
field
service
management,
is
key.
“It’s
a
pretty
clever
way
of
helping
customers
understand
the
value
they’re
receiving,”
he
said.

About Author

AndyC

Andy Curtis is an award-winning security consultant, researcher and public speaker. He has been working in the computer security industry since the early 1990s, having been employed by state and federal government, leading healthcare and banking providers across three continents. He has given talks about computer security for some of the world’s largest companies, worked with law enforcement agencies on investigations into hacking groups, and is a regular voice on TV and radio explaining IT security threats.

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