With the Tokyo release, technology providers can capitalize on their ecosystem and the growing everything-as-a-service opportunity

[Lisa Latour]

 by Jennifer Faulkner

The trends are clear. Enterprises continue to adopt “everything as-a-service” and look to technology providers to fulfill this need. At the same time, many companies, public sector organizations, and partners such as suppliers and system integrators, also use ServiceNow. These realities provide a massive opportunity for technology providers. 

The Tokyo release helps technology providers capitalize on this opportunity by digitizing workflows across the ServiceNow ecosystem and simplifying order management for faster time-to-market and revenue. 

The release delivers significant feature enhancements to Service Bridge, an application in Technology Provider Service Management (TPSM) that makes seamless work possible across the ServiceNow ecosystem, including: 

• Remote task reimagines how technology providers deliver enterprise support. Enterprise customers, the technology provider, and partners, can all work as one with seamless multi-party and multi-instance workflows to reduce effort and resolution times. 

 

Illustration of how Remote task works in Service Bridge 

• Authorized user lets a technology provider manage and control user access, based on the user name and role assignment, at the catalog or catalog item level, and delegate this control to the enterprise customer administrator as needed. When an authorized user makes a request, they are identified in the workflow for full transparency.  

The Tokyo release also helps launch and deliver products and services faster while reducing order delivery errors and improving ordering user experiences with new Order Management for Technology Providers (OMTP) features, including: 

• Order Orchestration visualization is a gamechanger for improving customer service and operations for complex, multi-component orders. It provides a hierarchical view of all dependencies and color-coded visual cues for monitoring progress and status.  

• Order capture for customer changes provides efficient processing of customer change and cancellation orders, a common requirement for everything-as-a-service. Agents can view the customer’s product and service inventory, update features or configurations as needed, or cancel a product and service – all from a single view.  
  
  
  

         Order capture within Order Management for Technology Providers (OMTP) 

• Product catalog versioning enables faster time-to-market by keeping the product catalog organized and by streamlining processes when creating new variations of products and services.  
• Horizontal Product Catalog Relationships helps prevent costly order errors and trigger automated workflows for dependencies when needed by supporting compatibility rules between products and services.
  

As a Cloud-based technology provider, ServiceNow understands the power of a single platform to transform support, operations, and the ecosystem to better serve customer needs and to fuel and scale a growing everything-as-a-service business.  To learn more about these exciting new features, be sure to view the What’s New in Tokyo for Technology Providers broadcast!   

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