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.
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.