ServiceNow and Google Cloud Form New Strategic Partnership

Cloud computing offers organizations the opportunity to increase competitiveness and improve agility. This is why organizations in all industry verticals are turning to public cloud solutions to accelerate innovation, expand market reach, and drive down IT costs. 

To deliver on the promise of cloud computing, ServiceNow and Google Cloud have formed a strategic partnership designed to give customers the best of both worlds: ServiceNow’s intelligent and intuitive Now Platform® linked with Google Cloud’s groundbreaking and transformative technologies. 

The first joint solutions are expected to include ServiceNow’s IT Operations Management (ITOM) native support for Google Cloud Platform. The partnership will also deliver real-time language translation in ServiceNow’s industry-leading IT Service Management  (ITSM) solution leveraging Google Cloud’s best-in-class artificial intelligence (AI) and machine learning (ML) capabilities. 

This partnership aims to make the Now Platform truly multi-cloud with the ability to support customers wherever their workloads reside - on-premises and across the major cloud vendors.
 

Shift to cloud, optimized
Historically, optimizing cloud operations has been tedious as Operations teams have lacked visibility into their cloud investments. The ServiceNow ITOM integration for Google Cloud Platform will go a step further by applying business context to operational issues. As a result, customers will be able to easily determine the impact of issues at the business service-level and can implement an optimal solution to keep services running.

The integration is expected to provide customers with a single, easy-to-use view into their resources and business services on Google Cloud Platform, so operators can effectively manage these services and enhance service delivery. 

ServiceNow’s ITOM integration for Google Cloud Platform will deliver new features in phases. The initial phase focuses on visibility and is currently available. The second phase focuses on deployment policy and self-service provisioning, including support for Google Deployment Manager (GDM), and is expected to launch over the summer.  Moving forward, both companies expect to continue to enhance these integrations as part of their joint roadmaps and expand into the areas of cloud cost reporting, optimization and governance. 
 

AI for everyday work
This partnership is expected to bring Google Cloud’s best-in-class Artificial Intelligence (AI) and Machine Learning (ML) capabilities to the Now Platform. One of the first capabilities will expand IT’s ability to support a global workforce with ITSM dynamic translation.

Language is one of the barriers preventing IT from delivering services across geographies. Now, IT can scale support globally with real-time language translation. The system will translate user input into an agent’s preferred language so agents and employees can converse in their preferred languages. The system will dynamically translate content in ServiceNow’s ITSM platform using translation engines, including the Google Cloud AutoML Translation API. 

Dynamic translation will be available as part of ServiceNow’s New York platform release, expected this fall. 

As part of this partnership, ServiceNow and Google Cloud will also explore developing additional AI and ML capabilities around document, speech and image understanding.

“This partnership is designed to accelerate our customers’ shift to the cloud and deliver digital workflows that unlock productivity and create great experiences for employees and the enterprise,” said Pablo Stern, senior vice president and general manager of IT Workflows at ServiceNow. “Joint customers will get the best of both worlds: a seamless experience that maximizes the value of cloud investments and the ability to harness the power of artificial intelligence for everyday work. I look forward to continuing the drumbeat of innovation as we work together to make the world of work, work better for people.” 

“This partnership is natural; Google Cloud and ServiceNow will deeply integrate, enabling enterprises to optimize their cloud investments,” said Kevin Ichhpurani, Corporate Vice President, Global Partner Ecosystem at Google Cloud. “Our customers will be able to seamlessly connect what’s happening across IT and take action across Google Cloud.”

As companies increasingly shift to the cloud and the business demands more complex IT infrastructures, ServiceNow is here to help, regardless of where their workloads reside.

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Use of Forward-Looking Statements
This blog post contains forward‑looking statements relating to ServiceNow and Google’s strategic partnership. Such forward‑looking statements include statements regarding future integrations and offerings, including but not limited to statements that include words such as expects, intends, aims or similar words conveying that the information is not historical fact. Forward looking statements are subject to known and unknown risks and uncertainties and are based on potentially inaccurate assumptions that could cause actual results to differ materially from those expected or implied by the forward looking statements. If any such risks or uncertainties materialize or if any of the assumptions prove incorrect, our results could differ materially from the results expressed or implied by the forward looking statements we make. Factors that may cause actual results to differ materially from those in any forward looking statements include, without limitation, the company’s ability to realize benefits from strategic partnerships and gain customer acceptance of new offerings and integrations. We undertake no obligation, and do not intend, to update these forward looking statements.

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