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ServiceNow

Introduction

ServiceNow, A Force to be Reckoned with in the ITSM Market

ServiceNow: The David in a Goliath-Filled Market

Embracing the new service management landscape

ServiceNow is the ‘next Salesforce’

ServiceNow improves operational problem-solving capabilities

Sources

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Contents

ServiceNow

ServiceNow // 3

IntroductionEnterprise IT has been a hotbed for innovation in the past several

years, especially as more organizations begin to launch novel

technology-based strategies. Cloud computing, mobility and big data

have likely been the biggest topics of discussion, while these services,

solutions and trends have been driven by managed service providers.

One of the most important trends in this space has been

increased reliance on technology among a variety of organizational

departments. In fact, the needs of each arm of a business, including

human resources, facilities and project management are beginning

to converge.

New technology certainly comes with a variety of benefits, but

has also put massive strain on the average IT department. When

considering the speed with which novel technologies have emerged

in the past few years, businesses and other organizations have had

a relentless up-hill battle to deploy the most advanced tools possible

without hemorrhaging their budgets or managerial frameworks.

This is why on-demand IT service management that is capable

of meeting the demands of a variety parties in each company has

become so popular. The cloud has been at the center of many

deployments, and represents one of the most effective drivers of

efficiency, productivity and optimization, both inside and out of

the IT department.

ServiceNow has burst on to the scene, having a profoundly positive

impact on adopters. ServiceNow automates enterprise IT operations,

bringing all functions into one arena and meeting the demands of

Help Desk and Service Management processes.

ServiceNow

New technology certainly comes with a variety of benefits, but has also put massive strain on the average IT department.

ServiceNow // 4

Aptris leverages ServiceNow to optimize our clientele’s IT operations,

managing the implementation, integration, long-term maintenance

and general support responsibilities so businesses can focus on what

counts: their internal operations and achieving objectives on time.

The following eBook will shed light on the various pressure-points

that organizations commonly have to overcome in the modern

market, as well as how ServiceNow assists in the process of

surpassing obstacles. With this investigation of specific trends

in IT, human resources, facilities, project, platform and service

management, viewed through the lens of real-life corporate

experiences, you will receive a clearer understanding of what

needs to be accomplished and how to do so.

Michael Antonelli, President of Aptris

ServiceNow, A Force to be Reckoned with in the ITSM MarketAs many cloud computing and software developers have learned

in the past several years, market saturation is becoming one of the

biggest challenges for IT service providers. However, certain firms

are finding ways to completely transform their approach to ITSM

process improvement in such a way that helps to separate from the

countless other competitors in their industries.

ServiceNow is one of the hottest products on the market today, and

has been labeled as a disruptive force in the cloud computing arena

because of its unprecedented, positive impact on adopters.

High hopes for the future

Forbes contributor John Furrier recently likened ServiceNow to

other major software solutions including Salesforce, asserting that

it is a powerhouse in the field of IT service automation. Automated

software has helped organizations in a variety of industries overcome

countless challenges with respect to efficiency, profitability and

modern IT service management.

Market saturation is becoming one of the biggest challenges for IT service providers.

ServiceNow // 5

According to the author, ServiceNow is among the fastest growing

companies in the IT sector, while its chief executive officer, Frank

Slootman, believes his firm is an exciting one to watch within the

software game. There are countless reasons behind the success

of this software, but Furrier pointed out that its ‘flat’ platform truly

separates it from competitors.

“ServiceNow has a platform that is ‘flat,’ meaning all application modules access the same data model which breaks down silos within IT,” he stated.

Additionally, the author noted that the company has superior

management from top to bottom, which has led to impeccable

brand recognition and loyalty among existing clients.

The ITSM arena is still somewhat new and is often labeled as a

‘slow-growth’ industry, while an estimated 20 firms are currently

competing for market share. Furrier stated that ServiceNow is

already taking up 10 to 12 percent of the ITSM market, and is

poised to continue its rapid rise to stardom in the sector.

Disruption as a positive

Investor’s Business Daily argued that ServiceNow is a disruptive

company in the ITSM market, which likely angers competitors

but certainly thrills adopters because of its superior features and

capabilities. The source expertly described why the firm is having

such success in an otherwise difficult arena to conquer.

“ServiceNow’s software automates IT processes, aiming to improve service relationships between vendors and customers and helping companies get a better handle on the increasing requests they are getting from many departments and employees using many different types of devices,” author Michael Krey explained.

Cloud computing on the whole has long been labeled as

transformative and disruptive, and organizations that have been

proactive in their deployments of the technology are already starting

to see the distinct competitive advantage of this approach to IT

ServiceNow // 6

management. Back in October, Michael Lee, writing for ZDNet,

explained that cost reductions are not the only advantages of

adopting cloud computing, and that the benefits are more vast

than initially perceived.

ServiceNow can bolster operational efficiencies, technological

capabilities and general success for myriad firms, as it is largely

ahead of the curve in the ITSM market. Although this product

is highly intuitive, organizations often enjoy the most beneficial

outcomes when they pair with a service provider such as Aptris.

Aptris leverages ServiceNow and other award-winning tools, then

takes care of the implementation and management processes to

streamline the strategy and provide end-users with the best

possible experiences.

ServiceNow: The David in a Goliath-Filled Market Regardless of which industry an organization might operate

and compete within, one of the most difficult aspects of spend

management in today’s economy is the control of IT expenditures.

Planned obsolescence has long been a major threat to corporate

financial performances, as technology equipment and services

have not lasted long before becoming antiquated by even better

and more advanced options.

However, cloud computing has already started to oppose this

long-standing trend with the promise of increased flexibility, cost

efficiency and offset investment expenditures that would normally

go to keeping the IT framework modern. Even this market has been

highly competitive and largely shaped by massive companies. Now,

though, ServiceNow is showing the ITSM SaaS market what a leaner,

smaller competitor can do for corporate and public sector entities.

One of the most difficult aspects of spend management in today’s economy is the control of IT expenditures.

ServiceNow // 7

ServiceNow raises the bar

Reports continue to flood in regarding the massive success of

ServiceNow, which is a cloud-based product that is consistently

sending some of the most respected IT firms back to the drawing

board. Investor’s Business Daily recently stated that ServiceNow’s

success has not been because of marketing, brand management

or public relations prowess, but instead because of the exceptional

results and value it delivers to adopters.

“ServiceNow is broadening its sales of both custom and packaged applications beyond ITSM into the enterprise and growing average contract size,” Raymond James analyst Michael Turits explained, according to the news provider.

“We remain bullish on ServiceNow’s ability to displace on-premise ITSM vendors, expand penetration of both ITSM and new packaged operations management applications within customers and drive usage of its business work-flow development platform.”

An important note that was cited in DailyFinance and The Motley

Fool articles about ServiceNow’s massive market growth and

skyrocketing valuations is that the firm is not done expanding its

capabilities. ServiceNow has announced plans to strengthen its

IT service automation for a variety of specific operational

departments, including human resources.

Make it count

Although many cloud computing products, especially ServiceNow,

are far easier to use and manage than traditional IT investments,

most organizations enjoy the highest level of benefits when pairing

with a managed service provider such as Aptris. This firm helps

clients implement ServiceNow and other solutions, while also

conducting reporting and analysis activities to ensure the most

optimal overall use of the tools in the long term.

ServiceNow // 8

When it comes to optimal IT service management, workflow

automation and business alignment, few providers can compete

with the prowess of Aptris.

Embracing the new service management landscapeThe evolving technological landscape in and outside of the business

world has introduced new challenges to IT asset management teams

that are responsible for ensuring all employees, decision-makers and

customers have access to necessary resources. Unfortunately, the

diverse needs of the workforce have made maintaining a consistent

set of various solutions all but impossible. This has inevitably led

to a shift in procurement strategies, encouraging organizations to

embrace self-service models.

Today, businesses are beginning to recognize the benefits of cloud-

based service management platforms, such as those provided

by ServiceNow, which cater to the various needs of multiple

departments simultaneously. By leveraging advanced Software-as-a-

Service-based (SaaS) solutions, organizations can achieve optimal

efficiency and remain competitive in their respective industries.

The cloud difference

The cloud, unlike traditional technologies, allows department heads

from various teams, including those relating to human resources,

customer support and even facilities management, to implement

the tools and services they need to maintain operations, even when

those assets are not necessarily related to IT.

“Departments outside the realm of IT need to be efficient in order for the entire business ecosystem to function as efficiently as possible,” said John Manna, vice president of sales at Aptris. “By adopting ServiceNow in the workplace, executives can eliminate redundancy, augment operations and keep employees focused on innovation at their own pace.”

Today, businesses are beginning to recognize the benefits of cloud-based service management platforms.

ServiceNow // 9

While the evolution of the IT landscape has initiated these changes,

decision-makers are encouraging new departments to consider

embracing their own on-demand service management strategies to

keep employees throughout the workplace as productive as possible,

without being impaired because they have to wait for IT teams to

procure the necessary tools.

Maximize SaaS benefits

By embracing the self-service capabilities offered through

ServiceNow, companies of all sizes and industries can eliminate

the need to carry out repetitive tasks that don’t add any value to the

grand scheme of things. This will allow organizations to be more

efficient on a fundamental level, introducing new opportunities and

competitive advantages.

Aptris is a leader in ServiceNow training, and can guide adopters

through deployment and management processes. ServiceNow

training programs educate various teams how to naturally find,

procure and adopt the next-generation solutions employees

need to work more efficiently without putting unnecessary strain

on the IT department. By partnering with Aptris for these

deployments, firms can get the most optimal and profitable

experience through ServiceNow.

ServiceNow is the ‘next Salesforce’Outsourcing IT platform and service management responsibilities

has not always been the most common approach among businesses,

but has become increasingly necessary in the past several

years. Modern organizations largely rely on real-time, optimal and

consistent IT service delivery, and this can be difficult even for an

experienced staff of technology workers.

Partnering with a highly successful service provider is one of the best

ways for companies to prove that they understand what customers

need. Long-term collaborations with ServiceNow, for example,

Aptris is a leader in ServiceNow training, and can guide adopters through deployment and management processes.

ServiceNow // 10

demonstrate that vendors recognize the fact that enterprises around

the world require sophisticated cloud solutions if they want to keep

costs down, improve efficiency and, above all, stay competitive.

Reasons for growth

Business Insider recently revealed that ServiceNow is approximately

priced at $45 per share, putting the company at a valuation of

upwards of $6 billion. As a major ServiceNow training provider,

Aptris said this is just another reason why organizations should look

to them when implementing new strategies to augment IT service

delivery and performance.

“ServiceNow is quickly becoming one of the top cloud service providers, as its solutions can automate help desk functions without costing too much out of pocket,” said Michael Antonelli, President of Aptris. “By working with Aptris, organizations of all sizes can acquire the training and tools they need to take full advantage of ServiceNow and the opportunities its services provide.”

ServiceNow is currently revered as one of the fastest and most

innovative cloud computing providers in the industry, often outranking

some of the major vendors that have been around for years.

The tool of the future

Because of ServiceNow’s valuation, it has gained the reputation as

being “the next Salesforce.com,” Business Insider reported. The fact

that Salesforce is widely recognized as an overvalued stock suggests

that ServiceNow will continue growing in the coming years.

“Essentially companies are valued on profits, but if you want to have large profits, you have to have large revenues. It’s just math,” Frank Slootman, CEO of ServiceNow, told Business Insider. “The faster you grow, the faster you get to large profits.”

ServiceNow // 11

At the same time, the cloud can be more secure than conventional

help desk infrastructures, making the hosted services ideal for

companies that are looking to improve operations on a budget.

Aptris can help businesses develop robust ServiceNow training

and deployment strategies, allowing those firms to implement cloud-

based help desks technologies to gain a competitive advantage

over rival enterprises.

ServiceNow improves operational problem-solving capabilitiesIn the past several years, organizations in the higher education

sector have had to overcome a variety of complex challenges,

many of which directly relate to increasing enrollment rates and

widespread budgetary restraints. As necessity is the mother of

invention, cloud-based solutions that deliver efficient, affordable

and effective platform and service management capabilities have

been leveraged in this arena.

Case in point: USF

The University of San Francisco’s use of ServiceNow is evidence to

that the cloud software can reduce complexities and resolve issues

in higher education. Although the IT service management platform

was conventionally recognized for its ability to augment help desk

operations, people around the world are using the tools to build

mobile applications and alleviate technical problems.

InformationWeek highlighted how even non-technical employees at

USF often use ServiceNow for its features associated with recording

and tracking issues to optimize functions beyond the traditional IT

realm. The platform’s code-customizing capabilities in particular

enable users to tweak scripts from other people and form them into

new tools designed to eliminate unique problems.

The University of San Francisco’s use of ServiceNow is evidence to that the cloud software can reduce complexities and resolve issues in higher education.

ServiceNow // 12

“With the proper ServiceNow training, any individual can become an expert in developing advanced cloud applications to alleviate complexities in the workplace,” said John Manna, vice president of sales at Aptris. “Once these sophisticated solutions are deployed, executives can use exclusive ServiceNow features to track the performance of those applications.”

Why pursue ServiceNow?

The cloud computing and IT service delivery markets are

growing rapidly, presenting decision-makers with more innovative

opportunities, and ServiceNow offers users a number of unique

features. These include a more powerful service desk email client,

the ability to monitor and cancel transactions, as well as the power to

monitor the efficiency of all solutions deployed through the platform.

Experts believe that as ServiceNow gains momentum, the overall

Platform as a Service market will continue to experience substantial

growth. In fact, Gartner analysts put the PaaS market at $2.9 billion

in 2016, up from $1.2 billion in 2012 and an estimated $1.5 billion

this year. This is largely because the ability to develop, launch and

manage internal applications is reducing complexities associated

with adopting third-party tools and hoping they align with long-term

business objectives.

By planning ahead and working with a trusted ServiceNow provider,

enterprise executives can deploy an innovative platform that makes it

easier for employees to customize operations and resolve issues that

may be contributing to poor performance. As the cloud matures in the

coming years, it will be increasingly important for decision-makers to

find a PaaS solution that works for their companies.

Experts believe that as ServiceNow gains momentum, the overall Platform as a Service market will continue to experience substantial growth.

ServiceNow // 13

Sources1. http://www.forbes.com/sites/siliconangle/2014/01/10/analysis-

servicenow-cloud-the-new-sheriff-in-it-town-the-workday-and-

salesforce-of-it-service-automation

2. http://news.investors.com/technology/011314-686106-rbc-now-

covering-servicenow-with-outperform-rating.htm

3. http://aptris.com/products/servicenow

4. http://www.businessinsider.com/servicenow-ceo-interview-2013-8

5. http://aptris.com/solutions/service-management

6. http://www.informationweek.com/education/admin-systems/

university-of-san-francisco-puts-service/240157686

7. http://www.gartner.com/newsroom/id/2242415

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