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The ServiceNow Rundown: The Customer Service “Island”, New GRC Integration, and ITSM in Madrid

ServiceNow News

Our ServiceNow Rundown is here to get you caught up on all things ServiceNow in the news. We’ve covered stock options (the highs and the lows), press releases, what the insiders are talking about, new integrations, and trending topics like AI and Machine Learning.

One thing is for sure, ServiceNow has taken the media by storm, and it’s there to stay. The only thing to do is to get caught up – and we’re here to help. Before we jump into a recap of a few articles, here are four things you should know about ServiceNow today.

  1. ServiceNow Inc (NOW) market close was $244.53 on March 19th, 2019 and their 52 week high has been $249.11.
  2. Knowledge19 might still be two months away, but it is not too soon to prepare.
  3. 80 percent of ServiceNow organizations have Service Management initiatives underway, higher than even digital transformation initiatives.
  4. Madrid is here and it is probably time for you to think about upgrading.

Now let’s get to it, here are three trending ServiceNow articles from the past week. 

ITSM Turns Mobile in ServiceNow Madrid

There has been a lot of talk surrounding the Madrid release – including our Madrid launch eBook, but this CRN article is specifically about how “work is the new killer app” ie. how the Madrid update transforms ITSM processes like Field Service Management into a mobile-first experience to give employees consumer app experiences inside of the enterprise.

The new mobile experience capitalizes on what ServiceNow does best, which is digitizing workflows and taking the repetitive, complicated processes that burden the enterprise and slow productivity away from employees. Madrid makes the work environment mobile-friendly, giving employees the ability to route requests and fix issues on the go with the swipe of a thumb on their phone. This marks the first time that users can easily use ServiceNow’s ITSM and Field Service Management tools right from their phones or tablets.

Limitations in the past have been that mobile enterprise work has been limited to checking emails or texting colleagues, but ServiceNow’s new mobile studio enables real mobile work; IT can now approve requests as they come in, investigate an issue and prioritize alerts, all without being chained to a desk.

ServiceNow is Taking Customer Service off its “Island”

Not only is ServiceNow’s platform at the forefront of customer service technology, but as a company, they are leading what has become a steady evolution in software-driven customer service management.

“Customer service is not an island; it’s not just the responsibility of a single department within the company,” Venki Subramanian, ServiceNow Head of Product Management and Customer Service Management, said. “It’s a mindset that needs to get percolated down to every part of the organization. It’s about reducing call volumes, it’s about eliminating the root cause of the issue so that the next customer does not have to face that and then have to call you again.”

ServiceNow’s Customer Service beliefs were even reflected in their newest platform release, Madrid. Madrid made powerful strides by including new features that leverage artificial intelligence and machine learning – to provide customer service agents with important context on the job.

AI and machine learning can now provide additional insights to customer service agents, including recognizing patterns in issues that people have already reported.

Interested in learning more? Read the full article here.

RiskLens now Integrates with ServiceNow’s GRC Platform

RiskLens, a cybersecurity risk quantification software company, now has an integration with ServiceNow’s Security Operations and Governance, Risk, and Compliance (GRC) platform.

This integration is specifically designed to help ServiceNow GRC clients quantify their cyber risk, in financial terms. The integration also has the ability to export data from the analysis back into a “risk register” to better prioritize and respond to risks based on impact to the business.

RiskLen’s financial risk system is called Value at Risk (VaR) Modeling and is measured on three variables; the amount of potential loss, the probability of that amount of loss, and the time frame. VaR modeling aligns specifically with FAIR, the standard quantitative model for cybersecurity and operational risk.

Both ServiceNow and RiskLens will be presenting on the integration at the 2019 RSA Conference in San Francisco, but before that, you can read more about the integration capabilities here.

Resources

We know some of this stuff is a little complicated – so before you go, we wanted to make sure you had all the resources you need to get it right. Here are two blogs and eBooks that might be helpful.

  1. ITSM isn’t the only thing new in Madrid – be sure to check out this whole update overview for more details.
  2. GRC, CSM, what even are these terms? If you’re getting lost in the letters- check out this ServiceNow glossary.
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