By Frank Slootman - 2014-04-29
It is imperative that IT becomes the backbone of the modern enterprise! But this major shift is not necessarily hard-wired. For so long, IT has been kept busy by putting out fires and keeping the lights on that service management has tended to become an afterthought.
And it’s really not that different in other service domains within the enterprise. Does purchasing really think of itself as a service? What about HR or facilities? Each organization has important service relationships tied to the rest of the enterprise, but they are not managing service yet. Remember that there’s a difference between delivering services and managing services.
IT must become THE source to manage enterprise service and then deliver these services to the other lines of business. And within this new model, we have identified five foundational pillars that define Enterprise Service Management.
You will be hearing a lot more about these five pillars of Enterprise Service Management –our job is to demonstrate the value behind this new model – to partner with our customers over this transformational journey because, at its core, ServiceNow is a service management company in an enterprise, not just within the IT context.