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.
The stated goals of this partnership are:
This purchase is inline with ServiceNow’s strategy of expanding beyond the ITSM space – they control a large part of the ITSM market, so they need to go outside of ITSM if they want to expand as a company.
The issue with expanding into the CRM space is that migrating is expensive: organizational processes need to change; data need to be migrated; people need to be trained; and custom features will need to be recreated.
Plus, our SoftwareReviews data shows that people are not more satisfied with ServiceNow’s ITSM capabilities than people are with the top CRM tools, or even with the average CRM tool.
Source: SoftwareReviews, ServiceNow report February 2019, CRM reports March 2018. Pipedrive CRM, Salesforce Sales Cloud, and Zoho CRM were the 2018 SoftwareReviews Gold Medalists in the Customer Relationship Management category.
In order to attract customers for its CRM offering, ServiceNow will need a compelling feature. I’m not sure that an improved CXM capability will be compelling enough to switch, but it will help.
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Atlassian has acquired Halp, a real-time helpdesk tool that integrates with Slack. With the broader context of this move being Atlassian and Slack’s strategic alliance, might there be more to this acquisition than meets the eye?
Organizations are complex and have multiple stakeholders involved in the delivery of a service. In a public sector organization, for example, there are end users, multiple agencies and departments, and vendors involved in the delivery and consumption of the service. Service design methods and tools assist in making sense of these stakeholders’ inter-relationships and allow organizations to make sound decisions during service implementation.
The impact of COVID-19, as it became a global pandemic in Q1 of 2020, has affected user sentiment toward software during a growing period of fear, uncertainty, and doubt. To analyze the impact, SoftwareReviews compared Satisfaction (willingness to recommend to a peer), ability to deliver Business Value (fair cost to value), and Likeliness to Renew prior to March 10 and post March 10.
ITSM vendor InvGate announced that due to COVID-19 any organization can use InvGate Service Desk free of charge. This promotion helps IT departments when they need it most while gaining adoption and market traction for InvGate.
ServiceNow’s Orlando release introduced Now Intelligence, a set of features that strengthen ServiceNow’s lead in the AI-powered IT service management (ITSM) and digital transformation space.
Ivanti is well positioned to build on a solid ITSM foundation and will deliver expanded capability in areas such as mobility, customer experience, enterprise service management, and artificial intelligence.
IT solutions provider BMC announced that Shared Services Canada (SSC) has selected BMC Remedy to be its new ITSM platform. This adoption shows that BMC continues to be a viable option for governments and large enterprises.
ServiceNow has released four free emergency response apps to help customers with crisis management in the wake of COVID-19, including emergence response operations, employee outreach, self-reporting, and exposure management.