ServiceNow cut its teeth in IT service management (ITSM) and IT operations management (ITOM). The platform helps streamline the process of reporting and resolving IT problems. A significant update to the core platform, called the Now Platform Tokyo release, takes a major step toward the broader realm of enterprise service management (ESM) to respond to issues at a business level rather than just an IT level.
Yugal Joshi, Partner at Everest Group, an advisory firm, told VentureBeat that the addition of new solutions for EAM, SLM and ESG indicates ServiceNow’s persistence in moving out of its ITSM and ITOM heritage to become an enterprise platform for clients for solving complex business problems. These new solutions have the potential to help IT leaders enhance their positioning and working relationships with business teams.