ServiceNow and Microsoft are furthering their partnership by hosting the Now platform in the Azure-trusted cloud. These features and integrations are powerful, but comes at the price of vendor lock-in.

Cherwell is overhauling its global channel program. These changes will continue to drive stellar customer service, but don’t use it as an excuse to outsource Cherwell learning and development.

IBM has an attractive ITSM and ITAM roadmap for Control Desk. The BigFix divestiture, however, raises some pressing questions.

SolarWinds’ acquisition of Samanage presents a bright future for this product – assuming it isn’t starved of development budget.

Contract negotiation with major vendors is always painful. Take a strategic approach to negotiating with Oracle on database and application licensing.

At the RSA Conference earlier this month, Spirion announced it had won the Gold Cybersecurity Excellence Product Award in the Data Classification category.

Zendesk has been a keystone vendor for external customer service management for over a decade. It is now making a strong effort to expand into adjacent functional areas, with a heavy emphasis on IT and HR ticketing.

ServiceNow has been a mainstay vendor for internal IT service management for over a decade. It is now making a concerted effort to expand into adjacent functional areas, with a heavy emphasis on providing external customer service management.

Microsoft is releasing free online courses for artificial intelligence. This is its attempt at remaining relevant in the AI space, so you might as well take advantage.

Stop thinking about backup and start thinking about data protection. Newer technologies are making it redundant.

Adobe and ServiceNow are partnering to improve customer service and experience management. This reflects ServiceNow’s strategy to expand beyond ITSM, but this space will be harder to break into.

ServiceNow’s growth and product diversification clearly indicates the areas in which it needs its customers to engage, grow, and expand. To obtain the best possible renewal pricing and terms, ServiceNow customers must understand what is important to ServiceNow first.

While the Agile Manifesto might value individuals and interactions over processes and tools, modern product delivery SDLCs are automated. Unfortunately, there are a lot of tools and vendors creating confusion as they compete for a share of your wallet.

ServiceNow announced financial results for its fiscal year ending December 31, 2018. While new customers account for some of the results, subscription revenue increases are the key factor behind its 36% year-over-year growth.

Trends in security products supporting humans rather than replacing them.