Welcome!

Linux Authors: Pat Romanski, Elizabeth White, Yeshim Deniz, Carmen Gonzalez, Liz McMillan

Related Topics: Cloud Expo, Java, SOA & WOA, Linux, Web 2.0, Big Data Journal

Cloud Expo: Article

Easing the Road to Service Management

Latest ServiceNow update makes turning any awkward process into a managed service available to more workers

IT service management (ITSM) has long been a huge benefit to complex and exception-rich IT operations by helping to standardize, automate and apply a common system-of-record approach to tasks, incidents, assets, and workflows.

ServiceNow has been growing rapidly as a software-as-a-service (SaaS) provider of ITSM, but clearly sees a larger opportunity - making service creation, use, and management a benefit to nearly all workers for any number of business processes.

It's one of those rare instances where IT has been more mature and methodological in solving complexity than many other traditional business functions. Indeed, siloed and disjointed "productivity applications" that require lots of manual effort have been a driver to bring service orientation to the average business process.

Traditional applications in any business setting can soon reach their point in inflexibility and break down and therefore don’t scale.

Just as in IT operations and performance monitoring, traditional applications in any business setting can soon reach their point in inflexibility and break down and therefore don't scale. Despite human productivity efforts - via shuffling emails, spreadsheets, phone calls, sticky pads and text messages - processes bog down. Exceptions are boondoggles. Tasks go wanting. Customers can sense it all through lackluster overall performance.

So ServiceNow this week launched its Eureka version of its online service management suite with new features aimed at letting non-technical folks build custom applications and process flows, just like the technical folks in IT have been doing for years. Think of it as loosely coupled interactions that span many apps and processes for the rest of us.

Available globally

Now available globally, the fifth major release of ServiceNow includes more than 100 changes, new modules, and has a new user interface (UI) that allows more visualizations and drag and drop authoring and is more "mobile friendly," says Dave Wright, Chief Strategy Officer at ServiceNow, based in Santa Clara, CA.

"Enterprise users just can't process work fast enough," says Wright. "So our Service Creator uses a catalog and an new UI to allow workers to design services without IT."

IT does, however, get the opportunity to vet and manage these services, and can decide what gets into the service catalog or not. Those of us who have been banging the SOA drum for years, well predicted this level of user-driven services and self-service business process management.

I, for one, am very keen to see how well enterprises pick up on this, especially as the cloud-deployed nature of ServiceNow can allow for extended enterprise process enablement and even a federated approach to service catalogs. Not only are internal processes hard to scale, but those work flows and processes that include multiple companies and providers are also a huge sticking point.

Systems integrators and consultancies may not like it as much, but the time has come for an organic means of automating tasks and complexity that most power users can leverage and innovate on.

Systems integrators and consultancies may not like it as much, but the time has come for an organic means of automating tasks and complexity that most power users can leverage and innovate on.

With this new release, it's clear that ServiceNow has a dual strategy. One, it's expanding its offerings to core IT operators, along the traditional capabilities of application lifecycle management, IT operations management, IT service management, project management, and change management. And there are many features in the new release to target this core IT user.

Additionally, ServiceNow has its sights on a potentially much larger market, the Enterprise Service Management (ESM) space. This is where today's release is more wholly focused. Things like visualization, task boards, a more social way of working, and use of HTML 5 for the services interface, giving the cloud-delivered features native support and adaptability across devices. There is also a full iOS client on the App Store.

Indeed, this shift to ESM is driving the ServiceNow roadmap. I attended last month's Knowledge 14 conference in Las Vegas, and came away thinking that this level of services management could be a sticky on-ramp to a cloud relationship for enterprises. Other cloud on-ramps include public cloud infrastructure as a service (IaaS)hybrid cloud platforms and management, business SaaS apps like Salesforce and Workday, and data lifecycle and analytics services. [Disclosure: ServiceNow paid my travel expenses to the user conference.]

Common data model

But as a cloud service, ServiceNow, if it attracts a large clientele outside of IT, could prove sticky too. That's because all the mappings and interactions for more business processes would be within its suite - with the common data model shared by the entire ServiceNow application portfolio.

The underlying portfolio of third-party business apps and data are still important, of course, but the ways that enterprises operate at the process level - the very rules of work across apps, data and organizations - could be a productivity enhancement offer too good to refuse if they solve some major complexity problems.

Strategically, the cloud provider that owns the processes solution also owns the relationship with the manager corps at companies. And if the same cloud owns the relationship with IT processes - via the same common data model, well, then, that's where a deep, abiding and lasting cloud business could long dwell. Oh, and its all paid for on an as-needed, per user, OpEx basis.

As a cloud service, ServiceNow, if it attracts a large clientele outside of IT, could prove sticky too.

Specifically, the new ServiceNow capabilities include:

  • Service Creator -- a new feature that allows non-technical business users to create service-oriented applications faster than ever before
  • Form Designer -- a new feature that enables rapid creation and modification of forms with visual drag-and-drop controls
  • Facilities Service Automation -- a new application that routes requests to the appropriate facilities specialists and displays incidents on floor plan visualizations
  • Visual Task Boards -- a new feature to organize services and othervtasks using kanban-inspired boards that foster collaboration and increase productivity
  • Demand Management -- a new application that consolidates strategic requests from the business to IT and automates the steps in the investment decision process
  • CIO Roadmap - a new timeline visualization feature that displays prioritized investment decisions across business functions
  • Event Management - a new application that collects and transforms infrastructure events from third-party monitoring tools into meaningful alerts that trigger service workflows
  • Configuration Automation -- an application that controls and governs infrastructure configuration changes, enhanced to work in environments managed with Chef data center automation.

For more, a blog post on today's news from Wright.

You may also be interested in:

More Stories By Dana Gardner

At Interarbor Solutions, we create the analysis and in-depth podcasts on enterprise software and cloud trends that help fuel the social media revolution. As a veteran IT analyst, Dana Gardner moderates discussions and interviews get to the meat of the hottest technology topics. We define and forecast the business productivity effects of enterprise infrastructure, SOA and cloud advances. Our social media vehicles become conversational platforms, powerfully distributed via the BriefingsDirect Network of online media partners like ZDNet and IT-Director.com. As founder and principal analyst at Interarbor Solutions, Dana Gardner created BriefingsDirect to give online readers and listeners in-depth and direct access to the brightest thought leaders on IT. Our twice-monthly BriefingsDirect Analyst Insights Edition podcasts examine the latest IT news with a panel of analysts and guests. Our sponsored discussions provide a unique, deep-dive focus on specific industry problems and the latest solutions. This podcast equivalent of an analyst briefing session -- made available as a podcast/transcript/blog to any interested viewer and search engine seeker -- breaks the mold on closed knowledge. These informational podcasts jump-start conversational evangelism, drive traffic to lead generation campaigns, and produce strong SEO returns. Interarbor Solutions provides fresh and creative thinking on IT, SOA, cloud and social media strategies based on the power of thoughtful content, made freely and easily available to proactive seekers of insights and information. As a result, marketers and branding professionals can communicate inexpensively with self-qualifiying readers/listeners in discreet market segments. BriefingsDirect podcasts hosted by Dana Gardner: Full turnkey planning, moderatiing, producing, hosting, and distribution via blogs and IT media partners of essential IT knowledge and understanding.

@ThingsExpo Stories
The Internet of Things (IoT) is making everything it touches smarter – smart devices, smart cars and smart cities. And lucky us, we’re just beginning to reap the benefits as we work toward a networked society. However, this technology-driven innovation is impacting more than just individuals. The IoT has an environmental impact as well, which brings us to the theme of this month’s #IoTuesday Twitter chat. The ability to remove inefficiencies through connected objects is driving change throughout every sector, including waste management. BigBelly Solar, located just outside of Boston, is trans...
The only place to be June 9-11 is Cloud Expo & @ThingsExpo 2015 East at the Javits Center in New York City. Join us there as delegates from all over the world come to listen to and engage with speakers & sponsors from the leading Cloud Computing, IoT & Big Data companies. Cloud Expo & @ThingsExpo are the leading events covering the booming market of Cloud Computing, IoT & Big Data for the enterprise. Speakers from all over the world will be hand-picked for their ability to explore the economic strategies that utility/cloud computing provides. Whether public, private, or in a hybrid form, clo...

SUNNYVALE, Calif., Oct. 20, 2014 /PRNewswire/ -- Spansion Inc. (NYSE: CODE), a global leader in embedded systems, today added 96 new products to the Spansion® FM4 Family of flexible microcontrollers (MCUs). Based on the ARM® Cortex®-M4F core, the new MCUs boast a 200 MHz operating frequency and support a diverse set of on-chip peripherals for enhanced human machine interfaces (HMIs) and machine-to-machine (M2M) communications. The rich set of periphera...

SYS-CON Events announced today that Matrix.org has been named “Silver Sponsor” of Internet of @ThingsExpo, which will take place on November 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA. Matrix is an ambitious new open standard for open, distributed, real-time communication over IP. It defines a new approach for interoperable Instant Messaging and VoIP based on pragmatic HTTP APIs and WebRTC, and provides open source reference implementations to showcase and bootstrap the new standard. Our focus is on simplicity, security, and supporting the fullest feature set.
SYS-CON Events announced today that Red Hat, the world's leading provider of open source solutions, will exhibit at Internet of @ThingsExpo, which will take place on November 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA. Red Hat is the world's leading provider of open source software solutions, using a community-powered approach to reliable and high-performing cloud, Linux, middleware, storage and virtualization technologies. Red Hat also offers award-winning support, training, and consulting services. As the connective hub in a global network of enterprises, partners, a...
Predicted by Gartner to add $1.9 trillion to the global economy by 2020, the Internet of Everything (IoE) is based on the idea that devices, systems and services will connect in simple, transparent ways, enabling seamless interactions among devices across brands and sectors. As this vision unfolds, it is clear that no single company can accomplish the level of interoperability required to support the horizontal aspects of the IoE. The AllSeen Alliance, announced in December 2013, was formed with the goal to advance IoE adoption and innovation in the connected home, healthcare, education, aut...
Software AG helps organizations transform into Digital Enterprises, so they can differentiate from competitors and better engage customers, partners and employees. Using the Software AG Suite, companies can close the gap between business and IT to create digital systems of differentiation that drive front-line agility. We offer four on-ramps to the Digital Enterprise: alignment through collaborative process analysis; transformation through portfolio management; agility through process automation and integration; and visibility through intelligent business operations and big data.
The Transparent Cloud-computing Consortium (abbreviation: T-Cloud Consortium) will conduct research activities into changes in the computing model as a result of collaboration between "device" and "cloud" and the creation of new value and markets through organic data processing High speed and high quality networks, and dramatic improvements in computer processing capabilities, have greatly changed the nature of applications and made the storing and processing of data on the network commonplace.
Be Among the First 100 to Attend & Receive a Smart Beacon. The Physical Web is an open web project within the Chrome team at Google. Scott Jenson leads a team that is working to leverage the scalability and openness of the web to talk to smart devices. The Physical Web uses bluetooth low energy beacons to broadcast an URL wirelessly using an open protocol. Nearby devices can find all URLs in the room, rank them and let the user pick one from a list. Each device is, in effect, a gateway to a web page. This unlocks entirely new use cases so devices can offer tiny bits of information or simple i...
Things are being built upon cloud foundations to transform organizations. This CEO Power Panel at 15th Cloud Expo, moderated by Roger Strukhoff, Cloud Expo and @ThingsExpo conference chair, will address the big issues involving these technologies and, more important, the results they will achieve. How important are public, private, and hybrid cloud to the enterprise? How does one define Big Data? And how is the IoT tying all this together?
The Internet of Things (IoT) is going to require a new way of thinking and of developing software for speed, security and innovation. This requires IT leaders to balance business as usual while anticipating for the next market and technology trends. Cloud provides the right IT asset portfolio to help today’s IT leaders manage the old and prepare for the new. Today the cloud conversation is evolving from private and public to hybrid. This session will provide use cases and insights to reinforce the value of the network in helping organizations to maximize their company’s cloud experience.
TechCrunch reported that "Berlin-based relayr, maker of the WunderBar, an Internet of Things (IoT) hardware dev kit which resembles a chunky chocolate bar, has closed a $2.3 million seed round, from unnamed U.S. and Switzerland-based investors. The startup had previously raised a €250,000 friend and family round, and had been on track to close a €500,000 seed earlier this year — but received a higher funding offer from a different set of investors, which is the $2.3M round it’s reporting."
The Industrial Internet revolution is now underway, enabled by connected machines and billions of devices that communicate and collaborate. The massive amounts of Big Data requiring real-time analysis is flooding legacy IT systems and giving way to cloud environments that can handle the unpredictable workloads. Yet many barriers remain until we can fully realize the opportunities and benefits from the convergence of machines and devices with Big Data and the cloud, including interoperability, data security and privacy.
All major researchers estimate there will be tens of billions devices - computers, smartphones, tablets, and sensors - connected to the Internet by 2020. This number will continue to grow at a rapid pace for the next several decades. Over the summer Gartner released its much anticipated annual Hype Cycle report and the big news is that Internet of Things has now replaced Big Data as the most hyped technology. Indeed, we're hearing more and more about this fascinating new technological paradigm. Every other IT news item seems to be about IoT and its implications on the future of digital busines...
Cultural, regulatory, environmental, political and economic (CREPE) conditions over the past decade are creating cross-industry solution spaces that require processes and technologies from both the Internet of Things (IoT), and Data Management and Analytics (DMA). These solution spaces are evolving into Sensor Analytics Ecosystems (SAE) that represent significant new opportunities for organizations of all types. Public Utilities throughout the world, providing electricity, natural gas and water, are pursuing SmartGrid initiatives that represent one of the more mature examples of SAE. We have s...
The Internet of Things needs an entirely new security model, or does it? Can we save some old and tested controls for the latest emerging and different technology environments? In his session at Internet of @ThingsExpo, Davi Ottenheimer, EMC Senior Director of Trust, will review hands-on lessons with IoT devices and reveal privacy options and a new risk balance you might not expect.
IoT is still a vague buzzword for many people. In his session at Internet of @ThingsExpo, Mike Kavis, Vice President & Principal Cloud Architect at Cloud Technology Partners, will discuss the business value of IoT that goes far beyond the general public's perception that IoT is all about wearables and home consumer services. The presentation will also discuss how IoT is perceived by investors and how venture capitalist access this space. Other topics to discuss are barriers to success, what is new, what is old, and what the future may hold.
Swiss innovators dizmo Inc. launches its ground-breaking software, which turns any digital surface into an immersive platform. The dizmo platform seamlessly connects digital and physical objects in the home and at the workplace. Dizmo breaks down traditional boundaries between device, operating systems, apps and software, transforming the way users work, play and live. It supports orchestration and collaboration in an unparalleled way enabling any data to instantaneously be accessed on any surface, anywhere and made interactive. Dizmo brings fantasies as seen in Sci-fi movies such as Iro...
There’s Big Data, then there’s really Big Data from the Internet of Things. IoT is evolving to include many data possibilities like new types of event, log and network data. The volumes are enormous, generating tens of billions of logs per day, which raise data challenges. Early IoT deployments are relying heavily on both the cloud and managed service providers to navigate these challenges. In her session at 6th Big Data Expo®, Hannah Smalltree, Director at Treasure Data, to discuss how IoT, Big Data and deployments are processing massive data volumes from wearables, utilities and other mach...
This Internet of Nouns trend is still in the early stages and many of our already connected gadgets do provide human benefits over the typical infotainment. Internet of Things or IoT. You know, where everyday objects have software, chips, and sensors to capture data and report back. Household items like refrigerators, toilets and thermostats along with clothing, cars and soon, the entire home will be connected. Many of these devices provide actionable data - or just fun entertainment - so people can make decisions about whatever is being monitored. It can also help save lives.