ServiceNow Adds to IT Operations Management Portfolio

Configuration Automation Application Gives IT New Infrastructure Controls

SANTA CLARA, Calif. – December 10, 2013 – ServiceNow® (NYSE: NOW), the enterprise IT cloud company, today announced ServiceNow Configuration Automation, a new orchestration application that controls automated configuration of data center infrastructure based on the ServiceNow Configuration Management Database (CMDB). Administrators no longer need to think of the CMDB as a point‑in‑time historical record of hardware and software configurations. Instead, the process reverses, and the ServiceNow CMDB can become the driver of configuration changes to the data center infrastructure. This allows IT to improve quality of service, ensure compliance and define a single version of truth that controls, instead of just records, changes.

For years, IT has been challenged to obtain detailed understanding and control of the data center. Common point solutions have only exacerbated the problem by configuring resources independently and without the governance of change control. Moving applications to the cloud adds further complications because changes can occur much more rapidly and in greater volumes. Accurate configuration information about infrastructure—physical, virtual and cloud‑based—ensures confident IT service delivery. It is also crucial for preventing outages and degradation in the quality of service provided to the business.

"Data growth and a proliferation of automation tools have resulted in confusion, inconsistency and ultimately a loss of confidence in IT," said Shane Jackson, vice president of marketing, ServiceNow. "As IT infrastructure is being added or changed, compliance, architecture and reporting all need to be considered. ServiceNow Configuration Automation helps with this by combining the speed and ease of automation with critical governance and control. We are inverting the configuration process so that policy and governance drive the process rather than trying to document it after the fact."

The new Configuration Automation application integrates with ServiceNow Change Management, ServiceNow Configuration Management, ServiceNow Cloud Provisioning, ServiceNow CMDB and Puppet Enterprise from Puppet Labs, an IT automation software provider. Together, ServiceNow and Puppet Enterprise create a unified system that drives automated and governed configuration changes.

Modifying the configuration of physical, virtual or cloud assets becomes an easy task for system administrators. A request through the ServiceNow Service Catalog or a simple update in the CMDB initiates established change management processes and the data center infrastructure is automatically configured to the desired specifications. Changing the configuration of physical, virtual or cloud assets is now simple and fast.

"Visibility, insight and automation go hand‑in‑hand, although far too often these requirements are dealt with separately, by niche solutions," said Dennis Drogseth, vice president, Enterprise Management Associates (EMA). "ServiceNow's introduction of Configuration Automation as informed by its CMDB demonstrates a clear recognition of this fact—and sets the stage for a powerful expansion of ServiceNow's native strengths. ServiceNow is also unique in its capabilities for natively combining insights into business service interdependencies, configuration changes, and user‑defined automation through its unified architecture and its strong commitment to functional versatility without sacrificing administrative ease."

ServiceNow Configuration Automation is available now and requires additional licensing.

About ServiceNow

ServiceNow is the enterprise IT cloud company. We transform IT by automating and managing IT service relationships across the global enterprise. Organizations deploy our service to create a single system of record for IT and automate manual tasks, standardize processes and consolidate legacy systems. Using our extensible platform, our customers create custom applications and evolve the IT service model to service domains inside and outside the enterprise. ServiceNow transforms IT from the department of no to the department of now. For more information, visit

Note: Please see second press release today about important additions to the ServiceNow IT Service Automation portfolio

Additional Resources:

# # #

ServiceNow and the ServiceNow logo are registered trademarks of ServiceNow. All other brand and product names are trademarks or registered trademarks of their respective holders.