The future of ITSM
Damien provided an insight into the ServiceNow ITSM roadmap over the next 18 months. Focusing on the importance of delivering a consumer-led experience for the enterprise, Damien addressed the expectations of the modern worker, looking at how we engage with consumer platforms such as Amazon and Netflix – both providing examples of consumer driven service catalogues and advanced machine learning.
Throughout 2017 ServiceNow acquired a series of companies to assist with the introduction of a ‘consumer-led experience’ into the service management space. These included DX Continuum, Qlue, Telepathy and Skygiraffe – each bringing expertise in either machine learning, virtual agents, digital design and native mobile capability. By bolstering their internal expertise, Damien explained that ServiceNow are focused on developing three key areas:
- User experience
- Service intelligence
- Service experiences
While Damien touched on other exciting developments and news in the ServiceNow space, you’ll need to follow them at Knowledge18 to get the full scoop.
Performance analytics with ITSM
Following on from Damien was James Walters, Solutions Consultant from ServiceNow, delivering a talk on Performance Analytics with ITSM. Opening his session with a quote from the Scottish poet Andrew Lang:
“He uses [data] in the same way a drunkard uses lamp posts… for support rather than illumination.”
James identified that while most customers have implemented performance analytics in their ServiceNow platform, many were underutilising it’s capabilites – with some not using it at all.
Since more analytic solutions for business users are becoming embedded in other core applications (up to 90% over the next 5 years according to a Nucleus Research study), leveraging analytics will soon become an integral part of IT operations.
As explained by James, this will not only create greater visibility, it will deliver real-time insights and provide actionable observations for ServiceNow users. As a result, you’ll be able to:
- Prioritise resources
- Improve resolution times
- Deliver automation and self-service
- Drive toward continuous service improvement
- Align services with overall business goals