SANTA CLARA, Calif. – December 10, 2013 – ServiceNow® (NYSE:
NOW), the enterprise IT cloud company, today announced new
applications that allow organizations to further consolidate disparate
IT tools and make it easier to automate and manage IT services across
the global enterprise. Each of the new applications is built on the
extensible ServiceNow platform and therefore leverages the common data
model shared by the entire ServiceNow application portfolio.
The new applications in the IT Service Automation Suite include
ServiceNow Vendor Performance Management and ServiceNow Resource
Management. In addition, ServiceNow Password Reset is available as an
optional ServiceNow orchestration application. By sharing workflow and
data, it is possible to create a single system of record, giving
ServiceNow users unique insight to the relationships that exist
between systems and processes in their environments. IT can then make
more informed decisions that provide faster time‑to‑value, lower costs
and better service to the business.
Highlights of the new applications include:
Integrated Vendor Performance Management – derive more
value from vendors and suppliers by evaluating performance
relative to commitments and comparing vendors to each other across
Unified Resource Management – forecast all IT work and
resources reliably through a real‑time, single system of record
for efficient, accurate resource utilization
Automated Password Reset – provide end users with the
ability to reset passwords through self‑service and automation and
reduce what industry analysts consider to be at least 20% of IT
"CIOs and IT executives need visibility and control across all
aspects of IT," said Shane Jackson, vice president marketing,
ServiceNow. "ServiceNow enables IT to build a single system of
record, ending an era of disparate silos of tools and data which
undermine IT modernization. These new applications add further clarity
to the insights that can be gained when using ServiceNow to run the
business and transform IT."
Integrated Vendor Performance Management
ServiceNow Vendor Performance Management allows IT executives to
evaluate its vendors with a more accurate and comprehensive
understanding of their effectiveness. Because the vendor data and
workflow become part of a single system of record for IT, Vendor
Performance Management is an integrated solution for assessing vendors
within the context of both IT systems and processes. Drawing data from
incident and problem records, order volumes, IT costs, assessments,
and asset contracts, Vendor Performance Management provides a new way
to evaluate technology suppliers and partners and derive greater value
from them. The application includes vendor scorecards, decision
matrices, vendor assessment reports, compliance reports, ticketing,
credit tracking and contact management. With a more informed view, IT
executives can reduce operational costs, drive vendor improvement,
find more leverage in negotiations and mitigate risk.
"With ServiceNow we gain a consistent way to understand and
evaluate our vendors with a single, comprehensive view. It's something
that is only possible by having a single system of record," said
Paul Hardy, director of ITSM at Informa plc. "We have a complex
business and technology environment with hundreds of vendors, so it is
important to manage them continually and carefully."
Unified Resource Management
The biggest line item in any IT budget is headcount, yet most
investments in IT management focus on capital and not the availability
and capacity of the people doing the work. Therefore, most enterprises
lack an accurate, real‑time view of all IT resources—capital and
human—making resource allocation of any kind challenging. The new
ServiceNow Resource Management application provides unified resource
management across all project and operational activities. The
application enables IT executives to better understand and optimize IT
staff workloads, match resources with requirements and improve
resource analysis and forecasting.
Automated Password Reset
While commonplace in many consumer services, password reset is still
conducted manually by most IT departments. It accounts for an
estimated 20% of IT service requests and can cause significant expense
and resource drain. In addition, manually resetting passwords can be
slow and insecure. Automating the password reset process is a simple
way to remove the largest generator of end user call volume – turning
the once manual process into a secure, self‑service function.
ServiceNow Password Reset works with Microsoft Active Directory and
custom credential stores as well as ServiceNow credentials. It
includes standard ID verification methods like security questions, SMS
text and response, and CAPTCHA text. Password Reset supports all
enterprise applications, networking and security systems. IT can now
provide a familiar and consistent experience to all users.
All three of the new ServiceNow applications are available now.
Vendor Performance Management and Resource Management may be licensed
as part of the ServiceNow IT Service Automation Suite. ServiceNow
Password Reset requires additional licensing.
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 www.servicenow.com.
Note: Please see second
press release today about important additions to the ServiceNow
IT Operations Management portfolio
Exclusive video interview on The
Vendor Performance Management product information page,
including demo, video overview, whitepaper, data sheet and
Resource Management product information page, including demo,
video overview, whitepaper, data sheet and webinar
Password Reset product information page, including demo, video
overview and data sheet
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registered trademarks of their respective holders.