Profile: ServiceNow Inc (NOW.N)
ServiceNow, Inc., incorporated in June 2004, is a provider of cloud-based services to automate enterprise information technology (IT) operations. The Company’s service includes a suite of applications built on its platform that automates workflow and integrates related business processes. It focuses on transforming enterprise IT by automating and standardizing business processes and consolidating IT across the global enterprise. Organizations deploy its service to create a single system of record for enterprise IT. It helps transform IT organizations from reactive, manual and task-oriented, to pro-active, automated and service-oriented organizations. Its on-demand service enables organizations to define their IT strategy, design the systems and infrastructure. It provides a set of integrated applications that are configurable and can be implemented and upgraded. In July 2013, ServiceNow Inc announced that it has acquired Mirror42.
The Company offers its service under a Software-as-a-Service (SaaS), business model. Its suite of applications was developed to address core ITIL processes, as well as additional business processes, and runs on a single extensible platform. Its platform includes workflow automation, notification, assignment and escalation, third-party integration capabilities, reporting and administration capabilities. Its cloud-based service is designed to be deployed in a modular fashion, allowing customers to solve immediate business needs and access new application functionality as needs evolve. Its service automates the documentation, categorization, prioritization, assignment, notification and escalation of IT and other business processes. Additionally, its service automates routine and repeatable data center operations, such as rebooting a server, cloning a database or deploying a virtualized environment.
The Company’s services include core ITIL applications and extended IT applications. Its incident management manages the process of restoring a failed service to an operational state; problem management manages the process of resolving the root cause of recurring service outages or issues affecting multiple users; change management manages the proposal and approval process for changes to be made to the IT infrastructure; release management assigns, manages and monitors the various tasks comprising the actual implementation or execution of a proposed change; configuration management database (CMDB), serves as the inventory repository of all hardware, software and network equipment comprising the IT infrastructure; service catalog displays the various goods and services an IT department makes available to the rest of the organization; knowledge management stores and displays knowledge articles or documents for use by the IT staff or broader supported employee base; service portfolio management presents business services offered to the enterprise by the IT organization in consumer-oriented fashion, and service level agreement management monitors and manages progress being made by IT staff on the completion of assigned tasks which have specific due dates.
The Company’s project and portfolio Management tracks and manages projects planned or being worked on by the IT staff. IT Cost Management tracks and monitors staff work time, project-related expenses and labor costs. IT Asset and Contract Management tracks the financial elements of IT infrastructure. Software development lifecycle Management tracks and manages new features and functions to be developed in upgrades or new software applications. Field Service Management manages the process of dispatching field based technicians and routing of field-based spare parts to a customer location. Social IT provides users with a collaboration capability to interact with a set of users to enable IT self-service, as well as a chat functionality for one-to-one online communication with IT staff. Discovery discovers the various hardware and software assets comprising the IT infrastructure, as well as mapping the operational dependencies between those assets, and then populates and maintains that inventory in the CMDB application. Runbook Automation is designed to execute routine and repeatable projects in the datacenter.
The Company provides technical training and implementation services to customers through its professional services and through a network of certified partners. Its professional services include customer guidance on implementation, as well as integration and implementation projects, and can include the development of custom applications.
The Company competes with BMC Software, Inc., CA, Inc., Hewlett-Packard Company and International Business Machines Corporation.
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