ServiceNow Boosts IT Automation, Operations Management

By Doug Barney

In dual announcements, this week ServiceNow put its imprint on the operations management and IT Service Automation spaces.

First up is ServiceNow Configuration Automation, an orchestration tool that works with the ServiceNow Configuration Management Database (CMDB) to manage and control all this CMDB data. “Administrators no longer need to think of the CMDB as a point-in-time historical record of hardware and software configurations. Instead, the process reverses, and the ServiceNow CMDB can become the driver of configuration changes to the data center infrastructure. This allows IT to improve quality of service, ensure compliance and define a single version of truth that controls, instead of just records, changes,” the company said.

“Accurate configuration information about infrastructure—physical, virtual and cloud-based—ensures confident IT service delivery. It is also crucial for preventing outages and degradation in the quality of service provided to the business.” ServiceNow hopes to replace multiple discrete tools with an integrated solution, a notion backed by one analyst briefed on the plan. “Visibility, insight and automation go hand-in-hand, although far too often these requirements are dealt with separately, by niche solutions,” said Dennis Drogseth, vice president, Enterprise Management Associates (EMA). “ServiceNow’s introduction of Configuration Automation as informed by its CMDB demonstrates a clear recognition of this fact—and sets the stage for a powerful expansion of ServiceNow’s native strengths. ServiceNow is also unique in its capabilities for natively combining insights into business service interdependencies, configuration changes, and user-defined automation through its unified architecture and its strong commitment to functional versatility without sacrificing administrative ease.”

Automation Time

Also this week the company pushed deeper into Service Automation with a set of integrated applications to manage and automate IT services. “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,” the company said.

One customer is using ServiceNow to track its IT infrastructure.  “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.”

Servicing Partners

For the channel, the vendor offers its PartnerNow program which is designed to make it financially easy to get new businesses going. “Our Channel program requires no annual fees; you simply need to meet the minimum qualifications of the program and tier. Our Technology program has cost effective and automated tools simplifying the partnership with ServiceNow,” the company said.

Edited by Cassandra Tucker

MSPToday Editor at Large

Related Articles

MSPs Need to Get Ahead of Ransomware Attacks

By: Laura Stotler    12/6/2019

Ransomware attacks are on the rise and MSPs and their customers are increasingly becoming targets. Service providers can take some important security …

Read More

Orange Selects Ericsson for Managed Services, AI & Automation

By: Laura Stotler    12/5/2019

Orange has once again selected Ericsson as its MSP in five countries and will also deploy the Ericsson Operations Engine to incorporate AI, automation…

Read More

Datto Selects Aligned Energy Salt Lake City Data Center to Support Growth

By: Maurice Nagle    12/4/2019

Datto Inc is expanding, and as part of these efforts announced the selection of Aligned Energy's Salt Lake Metro data center. The selection should sup…

Read More

Building a Field Service Business by Going Direct to Technicians

By: Erik Linask    11/22/2019

A recent trend towards a direct-to-contractor model is helping MSPs, VARs, and service providers increase their services revenues.

Read More

Axcient Announce Axcient X360 at IT Nation

By: Arti Loftus    11/7/2019

Denver-based Axcient Inc., an award-winning leader in business availability and cloud migration solutions for Managed Service Providers (MSPs), last w…

Read More