[K15 Session Review] ServiceNow goes all in on Service Management

[morganhunter]

Speaker: Mike Malcangio, Product Manager ServiceNow

Session title: Strengthening the Core of Service Management

If the theme of this year's knowledge conference didn't give it away, ServiceNow is going all in on Service Management. Maybe you think ServiceNow is just going after the next shiny thing but you'd be wrong. Where ServiceNow succeeds and others fail is ServiceNow not only continues to innovate, but is also making substantial investment in the platform itself. The platform is "the core" and ServiceNow has made noticeable improvements across the board in performance, Knowledge, Catalog, Social Collaboration and more.

I had a chance to interview Mike Malcangio after his session today. Let's see what he had to say about Service Management on Fuji.

Q: What are you most excited about in Fuji?

A: I am incredibly excited about Fuji because not only is it our best release of Service Management ever, it is the first built to enable Service Management for the entire enterprise. I'm especially partial to the enhancements that we've made to Knowledge Management. There's so many great things bundled in there! From the capability to create multiple knowledge bases — which is fundamental to our Everything-as-a-Service approach — to the Incident Deflection capabilities that surface Knowledge as customer's are reaching out for help.

Q: What are the top take ways from your session today?

A: There is so much to take advantage of in Fuji — I encourage customers to explore the enhancements to Service Creator, Service Catalog, Knowledge Management, and other core applications in their current implementations.

Q: ServiceNow is promoting "Everything as a Service." What has ServiceNow done in Fuji to make that a reality for our customers?

A: It's so simple to onboard new teams now. The new Service Management templates make it a breeze. If you've had customer's knocking on the door wanting to take advantage of ServiceNow it's now quick and easy enable them. We even provide added capabilities to handle requests for help, provide self-service knowledge, and manage service requests.

Q: Any advice to customers who are about to implement new services?

A: I've talked with many customers over the years here at ServiceNow (and once upon a time I was one as well!). The most frequent thing I've seen customers encounter when they are just starting out, is fear of failure. Customers who have tried implementing Service Management with other vendors and failed, are genuinely shocked when they start working with ServiceNow and actually see how easy it is to succeed in an implementation. My advice is to approach your implementation with confidence - you have the right tool, the right partners, and the right community. So buckle up.

Let's get this party started

Q: Final question for you, Mike: "If Service Management were having a ServiceNow Platform party, who would you invite?"

A: Where to start? Service Management is at the heart of what we do — so it works and plays well across the platform. If I had to pick — probably ITOM and Performance Analytics. ITOM's Discovery and Service Watch capabilities make defining the services and configuration items at the heart of the CMDB actionable and real. Performance Analytics gives me insights into my data, shows the value of my investment, and helps me to predict where I need to invest resources moving forward.

Product Management Shout Out

Big thanks to Mike Malcangio, Product Manager, for helping me get the word out today on Service Management!

Want to know more?

ServiceNow is changing the way people work. By placing a service-oriented lens on the activities, tasks and processes that make up the day-to-day work life, we enable you to focus on creating a modern work environment. Our service model defines, structures and automates the flow of work, removing email and spreadsheets, so you can streamline the delivery and management of services. (See more on Service Management on ServiceNow)

Want more on strengthening the core? Check out the Fuji Release Notes.