Since coming on board, I've been impressed by our training - and perhaps more importantly, the willingness of others to help me put that training into action to support our customers. From the training so far, I've learned (what feels like) everything from our corporate ethics, security, governance (and processes) and of course, platform training.
From the training completed, I see how ServiceNow has incorporated best-practice into everything we do. These best-practices are from ITIL, ISO, fellow employees, and learnings from previous engagements. The abundance of best-practice materials, presentations, KBs and sales sheets speaks to how we continually educate ourselves for the benefit of our customers.
Which brings me back to best-practices and ServiceNow. In November, I had the opportunity to attend the International Organization for Standardization (ISO) IT Asset Management working group meeting., I've been part of that group for ten years, and for the past three, have acted as Secretary.
The ISO ITAM working group is responsible for the development of ISO ITAM standards., Those standards come in three primary forms. The first is focused on effective ITAM process and governance, the second is on information structures on software identification, software entitlements and resource utilization measurement, and finally, the third on certification (under development). There is also a Standard on ITAM terms and definitions, which I serve as project editor, as those terms and definitions underpin the necessity of using a common language across all ITAM standards.
Many people ask me how a standard gets developed? In short, there is a so-called 'working group' comprised of over 160 individuals, all volunteers, representing SAM vendors, software vendors, and end-user organizations from 24 countries, nine liaison organizations (associations) all working to develop these ITAM standards. The working group first identifies the problem, then produces the standard and then tests that draft standard. It is the working group that examines that standard in real-world applicability before publication. If the standard does not address the problem, it is rewritten, or withdrawn. Further, standards are living documents - they must be updated every five years to ensure market (and market need) applicability.
How does this relate back to ServiceNow? Since joining, I've been impressed by the willingness of everybody in helping me learn so that we all succeed. During my learnings, I've seen how we leverage ISO ITAM processes and how our platform can consume the work that comes from ISO Standards, including our ability to consume software identification tags and software entitlement tags - both of which help our customers get more value from their software assets.
Much like ISO Standards development, it is a team effort that supports the many, and for the one to succeed. It is, for this reason, I am excited by ServiceNow. We test each other to better ourselves by collaborating and learning from others - and incorporating that into every customer deliverable.
I am looking forward to helping not only ServiceNow grow, but more importantly, our customers too!
