ServiceNow ‘Rome’ emphasizes employee experience

For years ServiceNow has been viewed predominantly as an IT service management (ITSM) vendor. Under CEO Bill McDermott, however, that strategy has shifted, and the company is evolving its Now platform to increasingly underpin processes in other areas of the enterprise.

Central to this shift is Now’s emphasis on workflows. “At [Now’s] core, there is a workflow automation engine that can be used for any business process,” said Stephen Elliot, group vice president for infrastructure and operations at IDC.

Because of this, Elliot and other industry analysts see ServiceNow moving beyond its ITSM roots into the enterprise at large. “There is a growing opportunity to think about ServiceNow across multiple business domains — notably HR, employee workflows, customer support or service, and in the broader role of application development,” Elliot says.

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