For years, ServiceNow has been working to transform IT by not only managing but also automating IT Service relationships across the entire enterprise. Customers use their services to create single systems of work, automate mundane tasks, standardize processes, and consolidate existing legacy systems. Because of their extensible platform and ability to create custom applications, ServiceNow quickly became the fastest growing billion dollar company ever and was named the #1 Most Innovative Company in the World by Forbes.
Given their rapid growth, it is no surprise that the Enterprise Service Management powerhouse has chosen to supplement their own expanding technology with additional platforms, through acquisitions.
Over the past five years, ServiceNow has bought out eleven companies and invested in several more. Each company specialized in technology that aligned with ServiceNow’s goal of cloud-based, integrated systems to provide transparent and easy systems of work for the entire enterprise.
Let’s take a look at some of the acquisition from the past couple years. Ranging from AI to data management, it’s safe to say that some of them slid under the radar while some more recent purchases made a big splash, with stakeholders and customers eagerly awaiting to see how the tech is incorporated into the existing platform.
July 9, 2013. ServiceNow’s first major acquisition was Mirror42, a nine-year-old Amsterdam based cloud-based IT and business intelligence solution company.
At the time, in addition to ServiceNow’s Performance Analytics, the purchase of Mirror42 provided ServiceNow product users with additional Key Performance Indicators (KPI’s). These data-driven scorecards fit in perfectly with the drive of the parent company to provide enterprise-wide transparency, allowing the enterprise to optimize service processes.
July 9, 2014. A year after the Mirror42 acquisition, ServiceNow acquired Neebula Systems for over $100 million, specifically for their flagship product ServiceWatch which works to automate discovery, mapping, and monitoring of Enterprise IT Services.
Now, the Neebula ServiceWatch product is an integral part of the ServiceNow IT Operations Management (ITOM) product module. Before the acquisition, Neebula’s Service Availability Management software was reported to map business services 20 times faster and 80 percent lower cost compared to traditional solutions. This unique technology automatically creates and maintains a run-time map of business services including underlying physical, virtual, network, and storage infrastructure.
“It is a fundamental transformation from decades of component‑centric management to one that puts the service portfolio front and center. It provides further validation that the future of systems management will be shaped through a business service lens, which can only be achieved through a single, integrated service model and workflow.” – Frank Slootman, Former President and Chief Executive Officer, ServiceNow
February 25, 2015. ServiceNow buys out Intréis, a cloud-based consultancy that specialized in data governance, risk mitigation and compliance.
Because of the companies compliance metadata, Unified Compliance Framework (UCF) database, ServiceNow is about to integrate the database of compliance documents into the existing service management offerings.
The move was natural on the part of ServiceNow, given their increasing overlap between IT Service Management (ITSM), ITIL, and Governance Risk and Compliance (GRC). The acquisition set them up for future and continued growth beyond just ITSM.
January 18, 2017. A pioneer in intelligent automation, DxContinuum was bought by ServiceNow to further increase productivity for platform customers by applying machine‑learning capabilities and data models.
To this day, ServiceNow works to make work better for people, trying to eliminate the manual process and poorer systems of work, such as emails, calls and manual spreadsheets. In fact, McKinsey researchers calculated that 49 percent of time spent on work activities could be automated, driving greater productivity gains.
ServiceNow bought the company to embed its technology in the entire platform, across its products. DxContinuum’s predictive models have added greater efficiency in categorizing incoming requests from people and machines automatically. Their machine learning algorithms allow ServiceNow to train machines on how to route IT, HR, customer service or other requests with a high level of accuracy.
May 17, 2017. Similar to DxContinuum, ServiceNow bought Qlue Inc, a company that leverages artificial intelligence to power virtual agents.
Qlue’s solutions can answer Frequently Asked Questions (FAQs) such as “What is our policy in paternity leave?,” requests such as “What’s the status of my order?” and problem diagnostics such as “My internet connection is slow.” Since the acquisition, ServiceNow has applied Qlue to assist in a range of service desks domains, spanning IT, HR, Customer Service and more.
At the same time that ServiceNow announced its purchase of Qlue, they announced their investment in BuildOnMe, an early-stage company delivering artificial intelligence-enabled applications on the Now Platform. Like Qlue, BuildOnMe’s artificial intelligence applications also enable companies to automate many mundane tasks with a chatbot. Because they are driven by artificial intelligence, BuildOnMe’s solutions get smarter with every interaction.
October 25, 2017. Arguably one of the higher-profile ServiceNow acquisitions to-date, SkyGiraffe offers the ESM powerhouse a no-code platform that will help with customers design mobile apps across the enterprise systems.
The platform extracts data from enterprise applications with intelligent “meta-data” architecture by converting business processes and manual workflows into a mobile experience.
Given the continued growth of ServiceNow’s packaged and intelligent apps, including those in ITSM, the acquisition looks to help deliver those apps in a native mobile format. In fact, this purchase comes just a few weeks after the purchase of Digital Telepathy which also seeks to help customers build and delivery business apps with consumer-based, intuitive experiences.
May 3, 2018. Parlo is an artificial intelligence (AI) and natural language understanding (NLU) workforce solution and is also the most recent purchase of ServiceNow.
The unique algorithms that come with Parlo make interacting with machines more conversational, and given the previous purchases and focus on intuitive and automated experiences is a natural progression for ServiceNow. They plan to add the Parlo technology across the entire suite of services, so be on the lookout for Parlo influences in the upcoming London release.
“We are rapidly moving away from structured data such as filling in forms and data fields, towards unstructured interactions with machines such as free‑form text, voice and gestures. Our goal is to make every day work interactions simple, accessible and natural for everyone,” – Pat Casey, Senior Vice President of DevOps, ServiceNow.
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Editors Note: Although not described here, ServiceNow’s purchases also include ITapp (April 5, 2016), BrightPoint Security (June 1, 2016), Digital Telepathy (October 2, 2017) and VendorHawk (April 25, 2018). Each addition to the ServiceNow technology has contributed to the companies exponential growth and adoption in global enterprises.