Service Management Across the Enterprise

Managing and automating service is the next major software frontier in the enterprise. While IT pioneered service models and service management as a discipline, we now understand that ITSM is merely a specific variant of a much broader service management category.

Organizations across the enterprise such as HR, facilities and legal, that may have never thought of themselves as service domains, are moving into service models. And this is where we see the IT organization will lead the effort as the Backbone of the Modern Enterprise.

The truth is, many of our customers have already figured this out and have showed us the way by taking ServiceNow into so many use cases outside of ITSM across the broader enterprise.

One of my favorite examples is at CERN, the European Organization for Nuclear Research located on the French-Swiss border. A ServiceNow customer for many years, CERN has built its “city” on ServiceNow.

Service Automation
Frank Slootman
Frank Slootman joined in May 2011 and currently serves as ServiceNow’s President and Chief Executive Officer and as a director. Prior to this, Slootman served as a partner with Greylock Partners from January 2011 to April 2011, and served as an advisor to EMC Corporation from January 2011 to February 2012. From July 2009 to January 2011, he served as President of the Backup Recovery Systems Division at EMC. From July 2003 to July 2009, Slootman served as President and Chief Executive Officer of Data Domain, Inc., which was acquired by EMC in 2009. Prior to joining Data Domain, Slootman served as an executive at Borland Software Corporation from June 2000 to June 2003. From March 1993 to June 2000, Slootman held consecutive general management positions for two enterprise software divisions of Compuware Corporation. Slootman holds undergraduate and graduate degrees in economics from the Netherlands School of Economics, Erasmus University Rotterdam.

One Response to “Service Management Across the Enterprise

  • ITSM has proven itself over the decades of use and it has evolved to match the modern workplace which is why it is still quite effective for many companies. It is interesting to see companies using ITSM tools for broader service management needs and not just ITSM in general , we hope to see more developments like these.

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