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ServiceNow Makes Continual Service Improvement a Reality for Enterprise IT

SAN DIEGO – Dec. 11, 2012 – ServiceNow (NYSE: NOW), a leading provider of cloud‑based services to automate enterprise IT operations, today announced the introduction of coaching loops to help IT groups improve the way they perform a process. Through monitoring and "coaching" a specific behavior or activity, coaching loops provide real‑time feedback to the individual.  At the same time, this new feature also enables insight for modifying processes and procedures for enhanced team performance and driving IT transformation. This integrated ability to perform Continual Service Improvement (CSI) is rarely realized as an automated service in IT.

Traditionally, IT organizations initiate service improvement as a standalone process when something has failed and negatively impacted the business. When the issue is resolved, the improvement process is suspended until the next major failure occurs. To be successful, IT organizations need to continually monitor and coach process improvement, and it must be embedded in organizational culture so that it becomes a routine activity. CSI uses quality management procedures to derive learning from past successes and failures with a goal of continually improving the effectiveness and efficiency of IT processes and services.

"Continual service improvement will be a greater focus for organizations in 2013," said Adam Holtby, ITSM research analyst, Ovum. "This is partly a result of the benefits of CSI being more widely understood, but also because vendor IT service management technologies are incorporating some innovative ways of helping enable CSI within IT departments, such as, for example, ServiceNow's new coaching loops functionality."

Coaching loops in ServiceNow provide IT organizations with an automated, embedded approach to achieving CSI. Organizations can define processes and the critical coaching moments associated with them. Coaching loops then allow completion and feedback cycles for active performance assessments—complete with dashboard metrics. Enterprises can use coaching loops for any task‑based process in ServiceNow, such as incident management, problem management or change management. They can also be applied to non‑ITIL processes such as project management or any custom application built with ServiceNow.

"Continual service improvement has been an elusive goal and the missing fifth step of ITIL practices because there has never been an automated solution that provides real‑time coaching and integrates with the system used by IT to manage its processes," said Matt Schvimmer, vice president of product management, ServiceNow. "ServiceNow coaching loops represent an organizational breakthrough, providing coaching feedback while a process is still being executed. This not only helps to positively influence the outcome of the process but also provides more meaningful learning opportunities to the IT staff."

Pricing and Availability

Coaching loops is generally available today and is provided at no additional cost to current ServiceNow customers. For more information on coaching loops, download the white paper at

About ServiceNow

ServiceNow is a leading provider of cloud‑based services that automates enterprise IT operations. We focus on transforming enterprise IT by automating and standardizing business processes and consolidating IT across the global enterprise. Organizations deploy our service to create a single system of record for enterprise IT, lower operational costs and enhance efficiency. Additionally, our customers use our extensible platform to build custom applications for automating activities unique to their business requirements. For more information, visit

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