SANTA CLARA, Calif. – Jan. 18, 2017 – ServiceNow (NYSE: NOW),
the enterprise cloud company, today announced it has agreed to acquire
DxContinuum in an all‑cash transaction expected to close this month.
The pioneer in intelligent automation, ServiceNow can further increase
productivity for its customers by applying machine‑learning
capabilities and data models developed by DxContinuum. As more
Internet of Things devices make service requests, it is increasingly
important that those requests be categorized, routed and responded to.
Hundreds of thousands of machine and manual work requests can now be
effectively and automatically categorized and routed for each
ServiceNow customer, bringing the "intelligent automation"
of today’s manual processes one step closer.
While artificial intelligence and automation are rapidly changing
the consumer world from self‑driving cars to smarter homes, the
workplace still relies on manual processes. Every day employees deal
with IT incidents, HR cases, customer requests, and security alerts
with back‑and‑forth emails, calls and spreadsheets. McKinsey researchers calculated that 49 percent
of time spent on work activities could be automated, driving greater
ServiceNow is acquiring DxContinuum, a Silicon Valley‑based,
machine‑learning company, to embed its technology in the ServiceNow®
platform and across its products. DxContinuum’s predictive models will
add greater efficiency in categorizing incoming requests from people
and machines automatically.
By applying DxContinuum’s machine‑learning algorithms to each
customer’s unique data set, ServiceNow can train machines on how to
route IT, HR, customer service or other requests with a high level of
accuracy. For example, the models could set the category of the
inquiry and assign the ticket to the right team, as well as calculate
associated risks. When enterprises better predict outcomes and
automate actions, they can reduce costs dramatically and speed time‑to‑resolution.
“ServiceNow is at the forefront of intelligent automation,” said
Dave Wright, chief strategy officer, ServiceNow. “Adding DxContinuum
to the ServiceNow platform will move much more of the heavy lifting of
work processes to machines, freeing people to focus on the highest
ServiceNow customers are particularly well positioned to take
advantage of machine learning. Unlike vendors whose predictive models
are applied to wide swaths of data from multiple customers,
ServiceNow’s approach is tailored to each customer and their own cloud instance.
“ServiceNow already offers the industry’s most advanced software
platform for automating enterprise work, and our technology will make
it the smartest by far,” said Debu Chatterjee, founder and CEO of
DxContinuum. “Their customers’ rich operational data sets will produce
highly accurate predictions to speed work across the enterprise.”
The advanced capabilities for automated categorization will be
available this year.
Details about the acquisition will be shared in conjunction with
ServiceNow’s fourth quarter and fiscal year 2016 financial results
announcement scheduled for January 25, 2017. For more information on
the ServiceNow platform, please visit this site.
ServiceNow is changing the way people work. With a
service‑orientation toward the activities, tasks and processes that
make up day‑to‑day work life, we help the modern enterprise operate
faster and be more scalable than ever before. Customers use our
service model to define, structure and automate the flow of work,
removing dependencies on email and spreadsheets to transform the
delivery and management of services for the enterprise. ServiceNow
enables service management for every department in the enterprise
including IT, human resources, facilities, field service and more. We
deliver a ‘lights‑out, light‑speed’ experience through our enterprise
cloud – built to manage everything as a service. To find out how,
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