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Service Matters

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The Backbone of the Modern Enterprise
By Frank Slootman                                                                          2014-03-28

Headshot of Frank Slootman, ServiceNow President and CEO

IT is at a crossroads. Much of the IT organization’s infrastructure responsibilities are moving into the cloud. Its previous control of applications is moving to the line of business. So what is left? How is IT going to exist, persist and thrive in the face of these fundamental changes?

 

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IT Innovation and the CIO of Tomorrow
By Matt French                                                                                2014-03-14

Matt French Headshot

What’s the future of enterprise IT when the infrastructure is moving to the cloud and the applications are moving to the lines-of-business? The Computerworld Premier 100 IT Leadership Conference provided answers.

 

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ServiceNow Helps Lexmark Transform its IT Organization
By ServiceNow                                                                                2014-03-07

Matt French Headshot

Recently, ServiceNow had the opportunity to sit down with Lance Neal, program manager, IT Operational Excellence Program at Lexmark International. We discussed his company’s IT transformation and steps taken that will result in a more nimble and business oriented organization.

 

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The Other Big Data Problem: Truth or Dare
By Dave Wright                                                                                 2014-03-04

Headshot of Dave Wright, ServiceNow CSO

It’s hard to miss one of today’s biggest technology challenges confronting large enterprises – big data. Companies are amassing vast amounts of data ranging from website activity, user data, support issues and even directly from products that are deployed in the field.

 

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Embracing Change: Adapting to the New Normal
By Frank Slootman                                                                          2014-02-25

Headshot of Frank Slootman, ServiceNow President and CEO

In my public speaking venues, I often mention how IT is chronically over-staffed and under-automated. In large institutions, IT budgets measure in billions, and IT staffs reach tens of thousands. These numbers seem off the charts.

 

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Does Your IT Team Have Weekend Warrior Syndrome?
By Dave Wright                                                                                 2014-02-07

Headshot of Dave Wright, ServiceNow CSO

Sometime I think IT has become the victim of weekend warrior syndrome. Every weekend people go down to the big home improvement stores to buy new tools to undertake that “easy” project they need to do on their house, or that “simple” fix they need to do to their car.

 

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Is Your Organization Chasing its Tail in E-Mail Hell ?
By Frank Slootman                                                                          2014-02-04

Headshot of Frank Slootman, ServiceNow President and CEO

I hope I live long enough to see the demise of e-mail. What makes me think it's going to die? Because it sucks! For those of us who are ‘Digital Immigrants’, folks old enough to remember the world without e-mail, how did we ever get by without it? E-mail hasn’t really been around that long, maybe 20 years?  

 

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Why We Seek Dial-Tone Availability
By Allan Leinwand                                                                          2014-01-28

Headshot of Allan Leinwand, ServiceNow CTO

That’s right… what’s old is new again. In 2014, the standard of POTS (Plain Old Telephone Service) could be considered our goal.

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Lightning in a Bottle
By Frank Slootman                                                                          2014-01-23

Headshot of Frank Slootman, ServiceNow President and CEO

Why is so much of the IT management focus on costs, cutting costs, taking cost out? Why does IT seem primarily concerned with commoditizing infrastructure, squeezing and consolidating vendors, outsourcing as much as possible?

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Time for a New IT KISS
By Allan Leinwand                                                                          2014-01-20

Headshot of Allan Leinwand, ServiceNow CTO

IT professionals are known to live by the KISS principle which believes that keeping systems simple is superior to making them more complex. But, that is not the only KISS IT needs (and no, I’m not talking about blasting “Detroit Rock City” in the office)  – we need to Keep Innovating Scalable Services.

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The New Age of Service is Now
By Frank Slootman                                                                          2014-01-13

Headshot of Frank Slootman, ServiceNow President and CEO

Service-oriented thinking is getting traction across the enterprise. Historically, service was something you received in person, over the phone, and, more recently, by email. Notably, the service experience did not always improve along the way.

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