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Deaddin Edris
ServiceNow Employee
ServiceNow Employee

Last month in our Geneva launch, we unveiled the new ServiceWatch family — the industry's first fully integrated, cloud-based system that can efficiently determine the root cause of service issues, identify business impact and automate restoration of the service. This is the "service-aware" strategy that defines ServiceNow's approach to the $10B+ IT Operations Management (ITOM) market.

With it, we developed a service operations maturity model, and three packages to help you move through the phases.

Rewind to an earlier blog post where we ITOM is a key factor in enhancing your investment in the ServiceNow platform. With the Geneva launch, we have taken our solutions to yet another level to help you see more, do more and deliver more to your business.

How do we set you up for success? You've already developed a service-oriented way of thinking through Service Management, thinking in the context of a service, rather than the infrastructure that makes it up. So why would your ITOM strategy be any different? It shouldn't — and our Geneva release helps you capitalize on that strategy.

All investments we make in our ITOM solutions are about enhancing your ITSM deployment and creating an accurate service-aware CMDB — a single source of truth. The ServiceWatch suite is designed to help you do that, and guide you along the Service Operations Maturity model shown below. Which phase is your organization in?

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Many of our customers find themselves in one, or several of these phases — whether individual projects that don't intersect, or the purposeful "pursuit of truth." Most are in phase 1 with bits of phase 2 and 3 scattered about.

Some realize the importance of establishing that single system of record, the source of truth, in order to gain visibility into assets and inventory. But what we've found is that infrastructure discovery alone does not help with true service availability. Most customers then embark on service mapping and then in phase 2, add infrastructure monitoring with various disparate tools to correlate their manually created service maps. Because of the disparate nature of these tools today, results are mixed.

In phase 3, customers look to automate more, to speed up delivery and improve governance. They seek to free up resources through automation and self-service — all indicators of a truly mature organization, operating within the principles of service operations management.

The key to this model is that these solutions and approaches work together. That they draw off that single system of record to maximize their effectiveness, and speed resolution, delivery, and results.

But don't just take it from us; our customers are a testament to how our solutions have provided them with value:

"Qualcomm's business moves at a fast pace — we can't afford to have business services go down, and worse, not get them up and running quickly once an issue occurs," said Dave Lindgren, senior director, IT, at Qualcomm. "With ServiceWatch we can assess the importance and impact of disruptions to ensure the continuity of services to Qualcomm's business."

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For Zillow, the real estate giant, ServiceNow reduces thousands of events to less than 100 incidents, and then automatically closes the majority of these as it receives subsequent clearing events. The Tier 1 team easily triages the remaining incidents using ServiceNow's event management dashboard — deciding whether they need to work on specific incidents or assign them out to other teams

To learn more about the ServiceWatch suite and the Service Operations Maturity Model, check out the Demo.

Additionally, stay on top of everything ITOM on the ServiceNow Community by subscribing to this blog, by clicking "Follow".