ServiceNow adds to IT Service Automation Suite

The new applications in the IT Service Automation Suite include ServiceNow Vendor Performance Management and ServiceNow Resource Management. In addition, ServiceNow Password Reset is available as an optional ServiceNow orchestration application. By sharing workflow and data, it is possible to create a single system of record, giving ServiceNow users unique insight to the relationships that exist between systems and processes in their environments. IT can then make more informed decisions that provide faster time-to-value, lower costs and better service to the business.

Highlights of the new applications include:
· Integrated Vendor Performance Management – derive more value from vendors and suppliers by evaluating performance relative to commitments and comparing vendors to each other across common criteria
· Unified Resource Management – forecast all IT work and resources reliably through a real-time, single system of record for efficient, accurate resource utilisation
· Automated Password Reset – provide end users with the ability to reset passwords through self-service and automation and reduce what industry analysts consider to be at least 20% of IT service requests

“CIOs and IT executives need visibility and control across all aspects of IT,” said Shane Jackson, vice president marketing, ServiceNow. "ServiceNow enables IT to build a single system of record, ending an era of disparate silos of tools and data which undermine IT modernisation. These new applications add further clarity to the insights that can be gained when using ServiceNow to run the business and transform IT.”

Integrated Vendor Performance Management
ServiceNow Vendor Performance Management allows IT executives to evaluate its vendors with a more accurate and comprehensive understanding of their effectiveness. Because the vendor data and workflow become part of a single system of record for IT, Vendor Performance Management is an integrated solution for assessing vendors within the context of both IT systems and processes. Drawing data from incident and problem records, order volumes, IT costs, assessments, and asset contracts, Vendor Performance Management provides a new way to evaluate technology suppliers and partners and derive greater value from them. The application includes vendor scorecards, decision matrices, vendor assessment reports, compliance reports, ticketing, credit tracking and contact management. With a more informed view, IT executives can reduce operational costs, drive vendor improvement, find more leverage in negotiations and mitigate risk.

“With ServiceNow we gain a consistent way to understand and evaluate our vendors with a single, comprehensive view. It’s something that is only possible by having a single system of record,” said Paul Hardy, director of ITSM at Informa plc. “We have a complex business and technology environment with hundreds of vendors, so it is important to manage them continually and carefully.”

Unified Resource Management
The biggest line item in any IT budget is headcount, yet most investments in IT management focus on capital and not the availability and capacity of the people doing the work. Therefore, most enterprises lack an accurate, real-time view of all IT resources—capital and human—making resource allocation of any kind challenging. The new ServiceNow Resource Management application provides unified resource management across all project and operational activities. The application enables IT executives to better understand and optimise IT staff workloads, match resources with requirements and improve resource analysis and forecasting.

Automated Password Reset
While commonplace in many consumer services, password reset is still conducted manually by most IT departments. It accounts for an estimated 20% of IT service requests and can cause significant expense and resource drain. In addition, manually resetting passwords can be slow and insecure. Automating the password reset process is a simple way to remove the largest generator of end user call volume – turning the once manual process into a secure, self-service function.

ServiceNow Password Reset works with Microsoft Active Directory and custom credential stores as well as ServiceNow credentials. It includes standard ID verification methods like security questions, SMS text and response, and CAPTCHA text. Password Reset supports all enterprise applications, networking and security systems. IT can now provide a familiar and consistent experience to all users.

All three of the new ServiceNow applications are available now. Vendor Performance Management and Resource Management may be licensed as part of the ServiceNow IT Service Automation Suite. ServiceNow Password Reset requires additional licensing.