ServiceNow today expanded its appeal to IT services providers by adding a mobile app to an IT management platform delivered as a software-as-a-service (SaaS) application.
Made available as part of a New York releases of the company’s Power platform, the mobile applications will make it possible to provide IT service professionals with a more consumer-like experience, says David Parsons, senior vice president for global alliances and channel ecosystem at ServiceNow.
In addition, partners that build workflow applications based on the ServiceNow platform aimed at, for example, the healthcare sector will now be able to deliver a better digital experience to their customers, adds Parsons.
“We’re turning what had been a system of record into a system of action and engagement,” says Parsons.
ServiceNow with this release is also adding natural language understanding (NLU) capabilities to the ServiceNow Virtual Agent that will enable end users to resolve issues without always having to engage a service representative.
The most successful partners in the ServiceNow ecosystem are doing more than simply reselling an IT operations management platform. Partners that have developed their own intellectual property to either create an application that extends ServiceNow into a new vertical sector or have used the platform to build an IT services practice are significantly more profitable, says Parsons.
Going forward, Parsons says ServiceNow is continuing to examine the terms through which partners for rewarded for building applications. The company has already moved away from a traditional three-tier channel program in favor a more fluid approach to classifying partners.
In the meantime, IT services providers would be well advised to keep their eye on the rise of DevOps processes as either a complement to or outright replacement for ITIL-based approaches to delivering IT services. ITIL isn’t going away any time soon, but the level of agility now being required of IT services providers will soon force many IT service providers to reconstruct how those IT services are accessed and delivered.
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