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.
The integration of digital technology into all areas of a business fundamentally changes how an organization operates. ServiceNow seeks to become “a strategic partner to the world’s largest enterprise,” said John Donahoe, ServiceNow president and chief executive officer. “As we look to another strong year of growth in 2019, we remain committed to enabling companies’ digital transformation by making work, work better for people.”
Digitizing business services provides new challenges. Organizations need to manage workflows from different business functions and integrate data from varied sources across multiple applications. Meanwhile, software platforms that neglect the user experience are likely to struggle with process and tool adoption.
The quarterly and full-year results reflect how ServiceNow is dealing with those challenges. The results include:
The financial results are consistent with established ITSM tool market trends toward:
The 2018 ITSM tool market trends toward improving access to self-service and workflow automation across business functions continue to have an impact on the marketplace. The right question to ask before adopting new software, or when considering new technology, is whether it helps you solve business problems quickly, effectively, and permanently.
Thinking about choosing a new software vendor but don't know where to start? Narrow down your shortlist by focusing on software that has received an Info-Tech Research Group award. New data from SoftwareReviews shows that organizations reported higher satisfaction when they switched to software that had received an Info-Tech award.
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.