SANTA CLARA, Calif. – Dec. 15, 2015 – ServiceNow® (NYSE: NOW),
the enterprise cloud company, today announced the availability of the
Suite to reduce the cost, impact and occurrence of service
outages. This new release starts with information about services
across the enterprise, connects that to information about what may be
causing outages and automatically remediates the issues.
Whether an outage impacts email or e‑commerce, companies feel the
pain when services go down. Customers can be frustrated with a bad
experience, and revenue and costs can be negatively impacted. IT teams
need to focus on identifying the cause of an outage and prioritizing
remediation for fast resolution. But that is easier said than done.
A recent survey of nearly 1,000 IT leaders* underscores the top
challenges IT faces in dealing with outages:
- 67% said the most difficult part of rectifying a service
outage is pinpointing the root cause of the issue.
- 50% said
identifying the affected business services is equally as
- 83% of the respondents are either manually mapping
their services, which can be static and often out of date, or are
not mapping their services at all. This makes it harder to locate
and remediate the impacted services.
- 68% said service
outages are frustrating, painful and stress inducing because of the
back and forth communication with up to 25 different people on
average, many of whom are on disparate teams.
To address these issues, ServiceNow has released the new
ServiceWatch family of cloud‑based IT operations management (ITOM)
solutions. It is the industry’s only fully integrated, cloud‑based
system that can efficiently determine the root cause of service
issues, identify business impact – such as email, CRM or billing going
offline – and automate restoration of the service. ServiceWatch is
able to correlate events from multiple monitoring sources to dynamic,
real‑time service maps, all stored in a single configuration
management database (CMDB) within ServiceNow’s leading service
The ServiceWatch family has three offerings:
1) ServiceWatch Mapping—This includes mapping and
discovery solutions to help IT teams identify the root cause of an
outage and gain visibility into which services are connected to each
EMA survey** found that organizations that identified themselves
as “extremely successful” in IT service management were nearly eight
times more likely to have deployed or planned to deploy application
discovery and dependency mapping.
2) ServiceWatch Insight—This includes ServiceWatch
Mapping in addition to event management. It is designed to alert IT
teams to service impacting issues so they can prioritize remediation.
A configurable dashboard provides a consolidated view of service
health, including a list of current active alerts, impacted services
and associated incidents. Event management spawns a ServiceNow task
from an outage alert, allowing IT teams to track resolution of the
issue and giving a real‑time view into the status.
3) ServiceWatch Suite—This contains all of ServiceNow’s
ITOM offerings, adding in orchestration and cloud management,
to provide the highest level of business agility. Through
orchestration, IT can automate key processes and tasks associated with
common use cases, such as employee on/off‑boarding, password reset,
email account creation, provisioning and management of cloud
resources, server configuration and provisioning, system resets, and
more. When combined, these automations allow IT to provide streamlined
processes for remediating issues – ranging from the mundane to the
severe. The software also allows IT teams to track the ROI of every
automated task and estimate the cost savings for the automated tasks
companies are considering implementing.