SAN DIEGO – Dec. 11, 2012 – ServiceNow (NYSE: NOW), a leading
provider of cloud‑based services to automate enterprise IT operations,
today announced the introduction of coaching loops to help IT groups
improve the way they perform a process. Through monitoring and
"coaching" a specific behavior or activity, coaching loops
provide real‑time feedback to the individual. At the same time, this
new feature also enables insight for modifying processes and
procedures for enhanced team performance and driving IT
transformation. This integrated ability to perform Continual Service
Improvement (CSI) is rarely realized as an automated service in IT.
Traditionally, IT organizations initiate service improvement as a
standalone process when something has failed and negatively impacted
the business. When the issue is resolved, the improvement process is
suspended until the next major failure occurs. To be successful, IT
organizations need to continually monitor and coach process
improvement, and it must be embedded in organizational culture so that
it becomes a routine activity. CSI uses quality management procedures
to derive learning from past successes and failures with a goal of
continually improving the effectiveness and efficiency of IT processes
"Continual service improvement will be a greater focus for
organizations in 2013," said Adam Holtby, ITSM research analyst,
Ovum. "This is partly a result of the benefits of CSI being more
widely understood, but also because vendor IT service management
technologies are incorporating some innovative ways of helping enable
CSI within IT departments, such as, for example, ServiceNow's new
coaching loops functionality."
Coaching loops in ServiceNow provide IT organizations with an
automated, embedded approach to achieving CSI. Organizations can
define processes and the critical coaching moments associated with
them. Coaching loops then allow completion and feedback cycles for
active performance assessments—complete with dashboard metrics.
Enterprises can use coaching loops for any task‑based process in
ServiceNow, such as incident management, problem management or change
management. They can also be applied to non‑ITIL processes such as
project management or any custom application built with ServiceNow.
"Continual service improvement has been an elusive goal and the
missing fifth step of ITIL practices because there has never been an
automated solution that provides real‑time coaching and integrates
with the system used by IT to manage its processes," said Matt
Schvimmer, vice president of product management, ServiceNow.
"ServiceNow coaching loops represent an organizational
breakthrough, providing coaching feedback while a process is still
being executed. This not only helps to positively influence the
outcome of the process but also provides more meaningful learning
opportunities to the IT staff."
Pricing and Availability
Coaching loops is generally available today and is provided at no
additional cost to current ServiceNow customers. For more information
on coaching loops, download the white paper at http://info.servicenow.com/LP=947.
ServiceNow is a leading provider of cloud‑based services that
automates enterprise IT operations. We focus on transforming
enterprise IT by automating and standardizing business processes and
consolidating IT across the global enterprise. Organizations deploy
our service to create a single system of record for enterprise IT,
lower operational costs and enhance efficiency. Additionally, our
customers use our extensible platform to build custom applications for
automating activities unique to their business requirements. For more
information, visit www.servicenow.com.
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