Columbus, OH, June 25, 2021 –(PR.com)– Today, Proven Optics LLC, a practitioner-founded software and services company, announced the Proven Optics Enterprise Budgeting & Forecasting Application and the ITFM Cost Modeling Application from its Financial Management Application Suite are now certified as part of the ServiceNow Built on Now Program. This new Application Suite combines the platform native capabilities with over twenty years of Technology Business Management (TBM) practitioner experience to bring a modern approach to financial management. These solutions have met the high standards of the ServiceNow Built on Now Program designed to recognize partners with proven ServiceNow expertise that creates value for customers across industries.

The Financial Management Application Suite combines an industry agnostic experience with digital workflows to evolve the end user, financial manager, and leadership user experience. The Enterprise Budgeting & Forecasting Application manages the annual budgeting process, monthly forecasting, and actuals monitoring on the ServiceNow platform. The ITFM Cost Modeling Application has service-based costing that enables next generation ITFM Cost Modeling for IT leaders to drive strategic decision-making capabilities and better business outcomes. Accompanying the Cost Modeling Application is an application that facilitates customer invoicing and chargeback of the different IT services customers are consuming in the cost model.

“Building on the Now Platform created easy accessibility for our customers to onboard into these applications and completely divorce themselves from 90% of the technical challenges that come from implementing a standalone point solution,” said William Miller, Founding Partner of Proven Optics.

Leveraging the Now Platform’s native functionality, these capabilities have redefined what ease-of-use means for the stakeholder. Features like workflow automation, CMDB integrations, and automatic allocation tables eliminate data maintenance and clean up across multiple teams and drives the focus towards outcomes and analysis for leadership.

You can find the Proven Optics Enterprise Budgeting & Forecasting Application and the Proven Optics ITFM Cost Modeling Application on the ServiceNow store today. Public Sector versions of these Applications are also available.

The ServiceNow Built on Now program empowers partners to build, test, certify, distribute and sell applications for the Now Platform. Built on Now-designated solutions deliver Now Certified digital workflows for the Now Platform, at scale, through the ServiceNow Store, OEM, and Service Provider (SP) channels.

Proven Optics is a software and services company that focuses on one thing: Financial Management. We help clients in both IT and Finance organizations implement financial management toolsets on SaaS platforms that leverage our 20+ years of practitioner experience and 100+ Commercial & Federal implementations. Our solutions enable financial management modernization to provide IT & Finance leaders with the necessary analytics and insights to make better business decisions. For information or demonstration of our products, please contact Ben Perkins at ben.perkins@provenoptics.com.

ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries.

June 1, 2021 – ServiceNow, a company that streamlines work processes with modern digital workflows, recently debuted its first product designed for the manufacturing sector. The company is partnering with Siemens Energy to provide a software service that allows energy companies to monitor, identify and respond to cyber threats intended to attack critical infrastructure.

This partnership and new offering couldn’t have come at a better time, said Leo Simonovich, head of Industrial Cybersecurity at Siemens Energy. “The energy landscape is the most attacked sector of critical infrastructure, and for good reason: it’s the backbone of our economy,” Simonovich said. “Legacy assets, like control systems and PLCs, are being brought online and connected to other assets to realize the benefits of digitalization. Every new asset that gets connected introduces new vulnerabilities in the infrastructure.”

Marshall Tyler, vice president of Industry Solutions at ServiceNow, said customers have been asking for help securing critical infrastructure, so ServiceNow is happy to answer the call. “This is the #1 thing our customers have asked us to do,” he said. The company’s workflow automation platform enables an enterprise to optimize business processes in any area, including logistics, customer service, employee hiring or scientific discovery.

The Siemens Energy solution combines AI-based software from Siemens’ Managed Detection and Response (MDR) service with ServiceNow’s Operational Technology Management software to detect cyber anomalies and create a workflow to streamline their mitigation.

“Various parts of an organization—such as the field, operations center and control room—have to work together quickly to stop cyber threats,” Simonovich said. “We are helping create bridges between these different parts of an organization. With our joint capabilities, we are providing a detection capability that allows operators to zero in on threats without shutting down the whole system.”

“We are taking the IT expertise we have gained over the years and applying it to the manufacturing sector,” said Abhijit Mitra, vice president and GM, Industry Products, at ServiceNow. “We are applying our workflow platform in the area of operational tech management.” He explained that after various anomalies—potential or definite cyber threats have been identified—they need to be prioritized. “ServiceNow will help orchestrate the workflow for dealing with these threats.”

ServiceNow (NYSE: NOW), the leading digital workflow company that makes work, work better for people, has been named a Leader in the 2021 Gartner Magic Quadrant for the CRM Customer Engagement Center. This is the second consecutive year that ServiceNow has been recognized as a Leader for its Customer Service Management (CSM) solution. According to a 2021 Gartner Market Share report, ServiceNow’s market share in worldwide revenue grew 75.6% in the Customer Service and Support market in 2020.

Transforming customer service requires looking at the end-to-end customer experience from initial engagement through issue resolution. Organizations traditionally focus on the engagement layer of customer service, which involves how customers make requests and how agents perform on the phone and in chats. Delivering great customer experiences also requires streamlining and automating the other critical aspect of customer service – fulfilling customers’ requests – which is performed in the customer operations layer.

ServiceNow offers a unique set of capabilities, enabled by digital workflows, that unite front-, middle- and back-office teams to simplify engagement, solve issues quickly and fix problems before customers notice they exist.

“Speed, agility and efficiency are must-have requirements for customer service in today’s environment,” said John Ball, SVP and GM of Customer Workflow Products at ServiceNow. “Powered by the Now Platform, ServiceNow delivers a complete solution for customer engagement and operations to improve the end-to-end customer experience and drive operational efficiency across industries.”

ServiceNow Customer Service Management is expected to be a $1B annual contract value (ACV) business for the company with an ACV run rate of more than $400 million as of the end of 2020. More than 1,500 customers use ServiceNow Customer Workflow products to modernize their customer service operations and drive customer loyalty, including AT&T, Capita Software, Lloyds Bank and Swarovski.

ServiceNow believes Gartner’s recognition of its CSM portfolio validates its approach to enhancing customer experiences by connecting customer engagement and customer operations with digital workflows.

ServiceNow has continued to enhance and evolve its CSM offering, with innovations including:

Workforce Optimization provides clear visibility into performance, makes customer service operations more efficient and gives managers actionable tools to manage their most important resource–people.
Process Optimization enables organizations to visually discover bottlenecks and inefficiencies where automation and streamlined workflows can improve the end-to-end customer experience.
Engagement Messenger for CSM provides contextual services and allows customers to both natively embed self-service into any web application and have the ability to escalate to human assistance. This capability powers knowledge management, service catalog, live chat and virtual agents, all through a consumer-grade experience.

Gartner Disclaimer

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Use of Forward-Looking Statements

This press release contains “forward‑looking statements” about the expectations, beliefs, plans, and intentions relating to ServiceNow’s customer service management products and customer workflows. Such forward‑looking statements include statements regarding expected performance and benefits of such products and workflows. Forward‑looking statements are subject to known and unknown risks and uncertainties and are based on potentially inaccurate assumptions that could cause actual results to differ materially from those expected or implied by the forward‑looking statements. If any such risks or uncertainties materialize or if any of the assumptions prove incorrect, our results could differ materially from the results expressed or implied by the forward‑looking statements we make. We undertake no obligation, and do not intend, to update the forward‑looking statements. Factors that may cause actual results to differ materially from those in any forward‑looking statements include: (i) changes in the regulatory and competitive landscape and (ii) uncertainty as to whether sales will justify these investments in customer workflows and customer service management products. Further information on factors that could affect our financial and other results is included in the filings we make with the Securities and Exchange Commission from time to time.

ServiceNow

ServiceNow (NYSE: NOW) is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise.

2021 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.

14th June 2021; London, UK: Orbus Software, a global software vendor and recognised leading provider of Enterprise Architecture software for digital transformation, today announces its enhanced integration with ServiceNow, the world’s leading cloud platform for IT Operations and Service Management.

This enhancement provides Orbus Software’s customers with the ability to import any IT component from ServiceNow into the iServer Suite, and the bi-directional option means that application records with business metadata can be exported effortlessly to ServiceNow. Ultimately, this gives customers unparalleled visibility across both their business and IT landscapes, making it easier for Enterprise Architects to align business and technology strategies, reducing overall business and operational risk.

The enhanced integration will also bring benefits to the C-suite right through to IT Operations teams. For IT operations, the ServiceNow integration offers increased business context concerning IT services, allowing for the development of better informed technology roadmaps. For executives, this includes better control over investments and cost savings across their IT portfolios.

Existing Orbus Software customers benefiting from the ServiceNow integration include: RSA Insurance, Scotia Bank, Nomura, Anglogold Ashanti, Genomic Health and University of Newcastle, Australia.

Michael D’Onofrio, CEO at Orbus Software: “Our customers are increasingly looking for interconnected cloud platforms that sit at the heart of their digital transformation initiatives, and enhancing our bi-directional ServiceNow integration further strengthens our position as the leading global provider of Enterprise Architecture solutions. This comprehensive integration with ServiceNow is just one of many turnkey integrations we offer across a range of best-in-breed cloud solutions that together make the iServer Suite the Enterprise Architecture solution of choice for CIOs and their teams.”

— ENDS —

Orbus Software
Headquartered in London and founded in 2004, Orbus Software is a global software vendor and a recognised leading provider of software and services for digital transformation. Its solutions drive alignment between strategy and execution, leveraging familiar Microsoft tools to ensure rapid adoption and best-in-breed functionality.

Orbus Software’s market leading iServer Suite provides customers with a strategic decision-making platform that address key transformational disciplines, including Enterprise Architecture (EA), Strategic Portfolio Management (SPM), Business Process Analysis (BPA) and Governance, Risk and Compliance (GRC).

Orbus Software’s customers are predominantly large, blue chip and government organisations located across the Americas, EMEA, Australasia and the APAC region, spanning all industry verticals. The company is customer-centric to its core, and wholly focused on delivering technological innovation that further accelerates customer success. Customers include AstraZeneca, IKEA, Motonovo, Kelloggs, Dell, Mastercard, New York Power, Mayo Clinic, Rio Tinto, Brisbane Airport, CIB Bank, Schroders and Saab.

Zscaler and ServiceNow have announced new integrations designed to enhance customer’s zero trust architectures by providing complete control of sensitive cloud-based data and fast threat detection and response.

The new offering provides native ingestion of Zscaler’s cloud security threat intelligence in order to accelerate threat investigation and response workflows for cloud-first organisations, the companies state.

It provides security teams with the ability to view actionable data using a single console, reducing the need to use different management tools for point products.

With Zscaler Data Protection integrations, customers can improve data protection and compliance on the ServiceNow Now Platform, according to the companies.

By allowing Zscaler to control authentication, remote and unmanaged devices can be restricted from accessing ServiceNow’s platform and data.

Devices can only access ServiceNow through Zscaler, whereby security policies and access control to sensitive data can be enforced.

Specific benefits of the Zscaler and ServiceNow integrations include:

Restore data protection and compliance: Businesses can improve data visibility and help prevent exfiltration by scanning designated ServiceNow instances for sensitive data and violations in order to be able to quickly understand how data is being used and who is accessing it.

Securely enable work from anywhere: Unmanaged and BYOD devices are prevented from accessing the Now Platform and the sensitive data that resides in it, enabling a secure work-from-anywhere experience across secure managed devices only.

Streamline incident response: The addition of Zscaler Threat intelligence to incident response workflows within the ServiceNow Security Incident Response Security Orchestration, Automation, and Response (SOAR) solution allows IT leaders to respond more quickly to emerging threats and gain better fidelity across emerging incidents.

Additionally, ServiceNow can automate the addition of new malicious domains and URLs into Zscaler Internet Access to immediately contain a threat.

Zscaler president, CTO and board member Amit Sinha says, “The migration of applications and data to the cloud is driving network transformation.

“Simultaneously, organisations are shifting to a hybrid workforce where work from anywhere is quickly becoming the norm, requiring a completely new approach to security, built on zero trust.

“Zscaler ensures that only authenticated users and secure devices can access ServiceNow, based on business policies and without putting them on the same network.

“By sharing threat intelligence and leveraging context based access controls, Zscaler and ServiceNow can reduce business risk, simplify compliance and improve work from anywhere user experience.”

ServiceNow SVP of IT workflow products says, “As modern companies race to digitise, rapid technology and data growth have made data privacy and security a board-level concern.

“ServiceNow’s workflows create an enterprise-wide fabric that help ensure the resilience and agility of a company’s digital landscape.

“The Zscaler collaboration extends our workflows to help customers investigate and mitigate security issues that can disrupt business and tarnish brands.”

MINNEAPOLIS–(BUSINESS WIRE)–Crossfuze, a ServiceNow Elite partner, has named Jennifer Bierman as the Senior Vice President of ServiceNow Global Delivery. This pivotal role will define how Crossfuze serves their customers into the future. Bierman’s addition to Crossfuze leadership poises the company for further growth within the ServiceNow ecosystem and the business advisory landscape overall.

We are very excited and privileged to add Jennifer to our leadership team,” says Crossfuze CEO Chris Howard. “Jennifer brings a perspective and set of experiences that represent the journey Crossfuze is on and the service delivery organization we intend to create. Her people-centered leadership, focused on execution excellence, will serve our team and, most importantly, our customers well.”

As the Senior Vice President of ServiceNow Global Delivery, Bierman will be leading a large global team which counts award-winning talent and five ServiceNow Certified Master Architects among their ranks. Under Bierman’s leadership, the team will focus on building and strengthening deep relationships with new and existing clients, while defining the vision and strategy that will enable the next phase of capability and revenue growth.

Bierman plans to leverage her experience both as a consultant and a leader to create meaningful experiences for the Delivery team, encouraging team members to grow in their individual careers so they can drive growth for the team and company overall. “One of my favorite challenges,” states Bierman, “is creating a culture where people want to work, and figuring out how to engage consultants – whether they’re on a project that teaches them a new skill or allows them to demonstrate a competency that positions them to take a leadership role.”

Bierman also aims to further develop the partnership between the Crossfuze Sales and Delivery teams. As Crossfuze looks to expand their service offerings throughout EMEA and North America, this kind of tight partnership will be crucial to unifying a deep understanding of clients’ needs with a vision for “what’s possible.”

Bierman has more than 15 years of experience leading teams and growing client relationships through service delivery as a Client Partner and Senior Director at Slalom Consulting in Chicago, Illinois and Austin, Texas. During her tenure, the company experienced exponential growth – from two U.S. offices with 250 employees to a global organization with 40 offices and almost 10,000 employees.

Today, Bierman joins the leadership of an organization already recognized as No. 1 in ServiceNow customer satisfaction, a ServiceNow Global Accelerated Growth Partner and ServiceNow’s Accelerated Growth Partner of the Year for EMEA (Europe, the Middle East and Africa).

Crossfuze

Crossfuze, a ServiceNow Elite Partner, is a four-time ServiceNow award recipient for customer service excellence and rapid account growth. With over 2,500 implementation, 20 years of enterprise service management experience and a global reach, Crossfuze is known for providing superior service and in-depth knowledge that enable Business and IT leaders to achieve their ServiceNow vision. For more information about Crossfuze services

MR Accuracy Reports recently introduced new title on “Global Cloud Field Service Market : Industry Analysis, Size, Share, Growth, Trends, and Forecasts 2021-2027” from its database utilizing diverse methodologies aims to examine and put forth in-depth and accurate data regarding the global Cloud Field Service market. The report provides study with in-depth overview, describing about the Product / Industry Scope and elaborates market outlook and status (2021-2026). The report is curated after deep research and analysis by experts. It consists of an organized and methodical explanation of current market trends to assist the users to entail in-depth market analysis. The report encompasses a comprehensive assessment of different strategies like mergers & acquisitions, product developments, and research & developments adopted by prominent market leaders to stay at the forefront in the global market.

The Cloud Field Service Industry and familiarizes them with the latest market trends, challenges, opportunity, industry information, and market share. The report content includes technology, industry drivers, geographic trends, market statistics, market forecasts, producers, and raw material/equipment suppliers. Global Cloud Field Service market size was xx million US$ and it is expected to reach xx million US$ by the end of 2026, with a CAGR of XX between 2021 and 2026.

Along with contributing significant value to the users, the report by MR Accuracy Reports has focused on Porter’s Five Forces analysis to put forward the wide scope of the market in terms of opportunities, threats, and challenges. The information extracted through different business models like SWOT and PESTEL is represented in the form of pie charts, diagrams, and other pictorial representations for a better and faster understanding of facts. The report can be divided into following main parts.

Growth drivers:

The report provides an accurate and professional study of global market business scenarios. The complex analysis of opportunities, growth drivers, and the future forecast is presented in simple and easily understandable formats. The report comprehends the Cloud Field Service market by elaborating the technology dynamics, financial position, growth strategy, product portfolio during the forecast period.

Segmentation:

The report is curated on the basis of segmentation and sub-segmentation that are aggregated from primary and secondary research. Segmentation and sub-segmentation is a consolidation of industry segment, type segment, channel segment, and many more. Further, the report is expanded to provide thorough insights on each segment.

Promising Regions & Countries Mentioned In The Cloud Field Service Market Report:

North America ( United States)
Europe ( Germany, France, UK)
Asia-Pacific ( China, Japan, India)
Latin America ( Brazil)
The Middle East & Africa
Regional analysis:

The report covers all the regions in the world showing regional developmental status, the market volume, size, and value. It facilitates users’ valuable regional insights that will provide a complete competitive landscape of the regional market. Further, different regional markets along with their size and value are illustrated thoroughly in the report for precise insights.

Competitive analysis:

The report is curated after a SWOT analysis of major market leaders. It contains detailed and strategic inputs from global leaders to help users understand the strength and weaknesses of the key leaders. Expert analysts in the field are following players who are profiled as prominent leaders in the Cloud Field Service market. The report also contains the competitive strategy adopted by these market leaders to the market value. Their research and development process was explained well enough by experts in the global Cloud Field Service market to help users understand their working process.

Key Details & USPs of the Existing Report Study:

Worldwide-level market size of Cloud Field Service Market in terms of Volume (K Units) and Value (USD Million) for historical period (2016 – 2020) and projected years (2021 – 2027)
Region-level (North America, Europe, Asia Pacific, Latin America, and Middle East & Africa) market size of Cloud Field Service Market in terms of Volume (K Units) and Value (USD Million) for historical period (2016 – 2020) and projected years (2021 – 2027)
Country-level (U.S., Canada, Germany, UK, France, Spain, Italy, China, Japan, India, South Korea, Southeast Asia, Brazil, Mexico, GCC, South Africa, RoW) market size of Cloud Field Service Market in terms of Volume (K Units) and Value (USD Million) for historical period (2016 – 2020) and projected years (2021 – 2027)
Type market size bifurcated into its individual Product Type (Concentration, Temperature, Combustion, Conductivity, and Others) in terms of Volume (K Units) and Value (USD Million) for historical period (2016 – 2020) and projected years (2021 – 2027)
Demand Side and Supply Side Perspective and analysis
Company/Players/Manufacturers/Vendors/Service Providers Market Share
Competitive Landscape, Competition Matrix, and Player Positioning Analysis
Market Dynamics, Trends, Factors affecting market growth during upcoming year
Key Buyers and End-User Analysis
Value Chain & Supply Chain Analysis including Distribution and Sales Channels as well as Forward and Backward Integration scenarios
Manufacturing Cost Structure Analysis
Key Raw Materials Analysis
Key Pricing Strategies adopted in the market
Key Marketing Strategies adopted in the market
Porters Five Forces Analysis
SWOT Analysis
PESTLE Analysis

What Reports Provides

Full in-depth analysis of the parent market
Important changes in market dynamics
Segmentation details of the market
Former, on-going, and projected market analysis in terms of volume and value
Assessment of niche industry developments
Market share analysis
Key strategies of major players
Emerging segments and regional markets
Testimonials to companies in order to fortify their foothold in the market.
Also, Research Report Examines:

Competitive companies and manufacturers in global market
By Product Type, Applications & Growth Factors
Industry Status and Outlook for Major Applications / End Users / Usage Area

Operators can remain successful but risk missing out on new revenue streams and being relegated to a less important role in the connectivity ecosystem if they don’t pursue key as-a-service offerings, a ServiceNow executive told Fierce.

On Tuesday, June 8, a panel of experts will delve into the challenges and opportunities around Network-as-a-Service (NaaS), Platform-as-a-Service (PaaS) and Infrastructure-as-a-Service offerings during FierceTelecom’s free summer Blitz Week event. Ahead of the session, ServiceNow director of product management Tom Schnarr told Fierce telcos do have the option to pursue a pure connectivity play, but will lose out on an opportunity to own the end customer as the technology landscape shifts.

“There will always be a demand for network and connectivity services, so the telco industry will continue to provide that. But now there’s more and more competition in that telco industry,” he said, adding as-a-service offerings represent “an opportunity to make great new amounts of revenue but it’s also a risk in their footprint and to the current offerings they have.”

For those not in the know, Google Cloud senior director of outbound product management for telecom and edge Gabriele Di Piazza explained NaaS “is a model in which customers rent networking services from a third-party vendor instead of building their own network infrastructure.” Meanwhile, PaaS and IaaS are both cloud computing models, with the former allowing customers to run and manage cloud applications and the latter providing resources such as capacity on demand, he said.

Di Piazza told Fierce enterprises are adopting these service models “to keep up with changing business requirements, new application needs, security threats [and] increased complexity” and reap the benefits of “greater speed, agility, scale and reduced costs.”

In terms of whether telcos or cloud players should be the one to deliver them, Di Piazza said “there isn’t a one-size-fits-all approach for providing these services.” He acknowledged there are benefits to telcos and cloud companies working together in some cases, noting a cloud network like Google’s can “pair very nicely” with that of a CSP to provide global reach and scale.

Schnarr had slightly different take, arguing telcos have an leg up in this space – at least for the time being. “The telcos have a critical asset, they own the network and the network is a critical part of this capability,” he said, but warned cloud players “are building their own networks and they can lease the spectrum.”

“That network and the ability to move the workload around is an advantage the telcos have that the cloud providers are going to be gaining as quickly as they can,” he stated.

In terms of where to start the as-a-service journey, Schnarr said it’s important for telcos to begin developing a service model and catalog. “It really starts with that, how do you describe your capabilities from a technical perspective so now there can be modularity built up into the offer we want to make available…It can then follow a consistent pattern,” he explained.

Schnarr added the process of deploying as-a-service offerings should be thought of as a marathon rather than a sprint. For example, he said, one Tier-1 operator ServiceNow works with started with just one product, which took about six weeks to model. Since then, it’s been able to onboard additional services at a pace of one about every four weeks. “It’s going to take us several years before we get all their services on board, but the snowball is quickly building and we’re able to increase the speed as momentum grows,” he concluded.

A thorough investigative guide to assess multiple market developments in “Global SaaS Cloud Computing Market” has been recently compiled in the growing repository. The report is a reliable guide to encourage thought proficient business scenario assessment, complete with dynamic segment profiling, key player mapping as well as regional development guide to maneuver high efficiency. The various categories of the global SaaS Cloud Computing market have been figuratively discussed under distinct categories comprising of essential market elements such as market definition, product categories and their subsequent applications along with market specificities, cost structures and material details such as their source and origin are all well compiled in this explicit research study on global SaaS Cloud Computing market.

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TOP COMPANIES PROFILED:
Microsoft
Splunk
Adobe
Intuit
ServiceNow
Salesforce
Atlassian
Shopify
Zoom
Workday
Veeva
Datadog
Slack
Twilio

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SEGMENTED BY PRODUCT TYPE:
Private Clouds
Public Clouds
Hybrid Clouds

strong SEGMENTED BY APPLICATION TYPE:
Business
HR
Information Management

The research study can answer the following Key questions:
• What are the prominent factors driving the SaaS Cloud Computing Market across different regions?
• What will be the progress rate of the SaaS Cloud Computing Market for the conjecture period 2020-2026?
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• What will be the market scope for the estimated period?
• What are the major trends shaping the expansion of the industry in the coming years?

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Blancco Technology Group, provider of data erasure and mobile device diagnostics, has integrated with ServiceNow to enable data sanitization capabilities directly from the Now Platform. As a certified ServiceNow Independent Software Vendor (ISV), Blancco’s Secure Data Erasure app is now available on the ServiceNow Store, an enterprise application marketplace.

According to the vendors, the integration between ServiceNow IT Asset Management and Blancco simplifies the data sanitization process by allowing ServiceNow customers to perform secure, enterprisewide data erasure within their existing IT asset management services. Customers also have access to a centralized view of all managed assets from which they can trigger the remote erasure process. This single-source approach further streamlines and simplifies IT asset management across the organization, giving enterprises the ability to remotely, securely and easily erase devices anytime, anywhere.

“Enterprise security teams today are on high alert due to the increased number of company IT assets being used by at-home workforces, making the need for secure remote data sanitization greater than ever,” said Matt Jones, CEO, Blancco. “Our collaboration with ServiceNow enables global businesses to fortify data security, seamlessly consolidate risk mitigation strategies, and meet regulatory compliance and certification mandates with a proven remote data erasure process that is both user friendly and cost-efficient.”

More specifically, the Blancco Secure Data Erasure app allows IT teams to:

remotely trigger and monitor erasure of servers, loose drives, PCs, laptops and other drive-dependent devices—capturing results with centrally stored, audit-ready reports to prove compliance with data protection regulations such as GDPR, CCPA and more.
view erasure-eligible ServiceNow assets and apply erasures through approvals, workflows, scripting or on-demand from the user interface, reducing labor costs and improving efficiency.
choose from more than 25 data erasure standards, including DoD 5220.22-M, NIST 800-88 Clear and Purge, and Blancco’s patented SSD erasure method to ensure that data is protected according to enterprise and industry requirements.
The eradication of confidential data from used drives and devices also allows IT asset managers and data center administrators to extract additional value from used technology assets by extending device use, a practice that supports corporate social responsibility programs through the reduction of e-waste

Since the Highmetric brand goes with the Gryphon acquisition, the remaining company has rebranded as MajorKey Technologies. Acacia will continue to build MajorKey as a market leader amongst its investments in technology product and services companies delivering cloud-enabled digital transformation for commercial and government clients.

Acacia first acquired The Column Group in May 2019 and completed two bolt-on acquisitions before unifying the company under the Highmetric brand earlier this year. Over that time, the company’s ServiceNow division continued to grow rapidly— consolidating its position as one of the world’s leading ServiceNow Elite Partners. In March, Highmetric was recognized by ServiceNow as the 2021 Americas Customer Workflow Partner of the Year.

“As a result of Highmetric’s exceptional reputation, we received several unsolicited approaches to acquire its ServiceNow practice,” said Acacia Group partner Craig Dawson. “Gryphon demonstrated that they have both the vision and resources to build a truly global ServiceNow business. We wish them every success in their new endeavour.”

Operating as MajorKey Technologies, the remaining business brings together over 420 technical, sales and delivery specialists focused on helping public and private sector clients unlock the benefits of cloud-enabled digital transformation. Their solutions architecture, software development and managed services expertise encompasses a range of capabilities, including Enterprise Service Management, Cloud Operations, Identity and Access Management, and DevSecOps.

The Acacia Group is working with the MajorKey management team on ambitious plans to grow the company’s existing core practices as well as investing in new technologies and capabilities.

The company’s ultimate mission is to enable clients to respond to the needs of their customers as one cohesive, agile unit across their entire enterprise, aligning people with process, and process with technology.

MajorKey is one of Acacia’s focused investments in companies developing and delivering products, professional and managed services to enterprise clients and government agencies, with an emphasis on cloud-enabled digital transformation. Acacia’s other investments include Applied Insight and ID Technologies, both focused on the US federal technology sector and recognised for their award-winning cloud and endpoint security product innovations. Together, these Acacia-backed companies are enabling thousands of government and commercial users to collaborate securely in delivering high quality services to their customers and the nation.

Jefferies LLC acted as the exclusive financial advisor, and Miles and Stockbridge PC served as legal counsel to Highmetric on this transaction.

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LONDON–(BUSINESS WIRE)–1E, the real-time digital experience management company, today announced its transition to the ServiceNow Elite Partner Program segment for support of ServiceNow customers with deeply integrated endpoint automation. The 1E Tachyon Platform closes the last mile of ticket resolution in real-time by embedding endpoint and app diagnostics, as well as a library of automations into the ServiceNow incident page. 1E Tachyon also works in concert with the ServiceNow Virtual Assistant to enable truly automated self-healing, all part of an initiative designed to help service desks offer a truly first-class digital experience as organizations shift to long-term hybrid work.

“Transitioning to the ServiceNow Elite segment reflects the quality of our technology and our efforts to align with ServiceNow strategically, allowing us to provide measurable productivity gains for our customers and unsurpassed employee experiences, especially for remote workers,” said Sumir Karayi, CEO and founder of 1E. “We value our relationship with ServiceNow and will continue to work together to minimize disruption, reduce incident volume and empower anywhere-based employees with superior self-service capabilities.”

1E’s transition to the Elite segment recognizes achievements in the ServiceNow partner assessment methodology, which identifies the activities, accomplishments, and commitments that demonstrate 1E’s level of ServiceNow investment and go-to-market maturity.

1E was also named ServiceNow’s EMEA App Development Platform Partner of the Year in March 2020, one of several top industry accolades recently received by 1E and its Tachyon platform. Currently, 1E provides clients with five ServiceNow industry applications.

1E is the real-time digital experience management company. We help IT give employees what they really need – IT that just works. Our 1E Tachyon Platform provides real-time diagnosis, remediation and automation that fixes issues, fast and without interruption. It puts employees in control, through self-service, self-heal and sentiment monitoring to understand how they really feel and reduces help desk calls and ultimately costs. That’s why more than 1,700 organizations in 42 countries trust 1E to help them manage 14 million endpoints seamlessly.

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ServiceNow is committing to protect the jobs of its 11,000-plus global workforce through 2020 despite the economic uncertainty of the COVID-19 pandemic.

The company also expects to keep hiring for new jobs worldwide this year. In addition, ServiceNow expects to continue to protect the jobs and salaries of several hundred support staff and contractors who are not working while ServiceNow’s offices remain closed.

“We want our employees focused on supporting our customers, not worried about their own jobs,” said Bill McDermott, CEO, ServiceNow. “We are committed to no layoffs for 2020. We are continuing to hire worldwide.”

“We are grateful to be in this position,” said McDermott. “Keeping our company strong means we can help our customers succeed. Supporting our customers, we can help get the U.S. and global economy working again. More than ever, companies see that creating great workflow-designed experiences help protect revenue and growth, provide business continuity and drive productivity. These are the priorities for every company now. We are all in this together.”

ServiceNow has continued to hire and onboard new employees throughout the COVID-19 pandemic. The company expects to create and fill more than 1,000 new jobs in the U.S., and more worldwide, by the end of 2020. Additionally, this summer the company will welcome approximately 360 college interns from around the world to work across its business. As a digital workflow company, ServiceNow has been able to quickly pivot to a digital internship program, maintaining the ability to provide college interns valuable career experience, even if employees continue to operate in a work-from-home environment. ServiceNow’s employees worldwide have been working from home since mid-March and expect to continue to do so until 1st June.

Additionally, ServiceNow, along with Accenture, Lincoln Financial Group, and Verizon, has announced People+Work Connect, a collaborative online employer-to employer initiative that will bring together companies with workforces laid off or furloughed due to COVID-19 with those in urgent need of workers. More than 800 ServiceNow jobs will be posted through this collaborative effort. At no charge for employers to join and participate, the initiative is intended to help shorten the complex, lengthy cycle of finding new employment. For more information.

Helping customers respond to COVID-19

ServiceNow is continuing to work aggressively to support its customers during this challenging time, including helping local, state and federal agencies better manage and coordinate emergency response efforts by utilising ServiceNow’s digital workflow platform technology and no-charge COVID-19 emergency response applications.

Washington State’s Department of Health, a ServiceNow customer, initially created the Emergency Response Operations app on the Now Platform to manage their own response to COVID-19. Working with ServiceNow, the Department of Health has made the app available to all government entities at no charge.

In addition to the State of Washington’s Emergency Response Operations app, ServiceNow recently developed and introduced three, no-charge community apps: Emergency Outreach App, Emergency Self Report App and Emergency Exposure Management app. These community apps are part of a broader Customer Care Plan launched by ServiceNow in March to support its customers as they focus on maintaining business operations during the COVID-19 pandemic.

“We deeply believe that technology should be in the service of people, and right now that means our responsibility is to help flatten the curve and aid other global organisations in continuing their own valuable work, employment and growth of their workforces,” McDermott said. “ServiceNow is committed to relentless innovation and protecting and creating jobs, to help us all emerge from this pandemic as a stronger community.”

ServiceNow Takes a Stand: No Layoffs, More Hiring

At a time when layoffs were sweeping across nearly every industry, ServiceNow CEO Bill McDermott made a public commitment in April 2020 to protect his company’s workforce — and go further by actively expanding it. In a press release issued in April 2020, McDermott stated that ServiceNow would not conduct any COVID-19-triggered layoffs during the year and would instead hire more than 1,000 net new employees in the United States alone, with additional hiring planned globally.

“We want our employees focused on supporting our customers, not worried about their own jobs. Keeping our company strong means we can help our customers succeed. Supporting our customers, we can help get the U.S. and global economy working again.”

— Bill McDermott, CEO, ServiceNow

McDermott described the company as “grateful to be in this position” — an acknowledgment that not every enterprise software vendor had the financial stability to make similar commitments during an unprecedented global health and economic crisis.

Context: ServiceNow’s Financial Position Heading Into 2020

Before the pandemic took hold, ServiceNow had been on a strong growth trajectory. With more than 11,000 employees worldwide, the company was widely expected to post its first-ever billion-dollar quarter in Q1 2020 and was on track to surpass $4 billion in annual revenue for the full calendar year. Those milestones had been within reach, making ServiceNow one of the cloud industry’s standout performers heading into the year.

However, like most enterprise technology vendors, ServiceNow found its near-term financial outlook complicated by the sweeping economic disruption caused by COVID-19. McDermott and the company were preparing to release Q1 2020 financials on April 29, 2020, with analysts and investors watching closely to see how the crisis was affecting demand for digital workflow solutions.

What the Hiring Commitment Signals

Committing to hire more than 1,000 new employees during a global recession is not a decision made lightly. From a strategic standpoint, this kind of forward investment typically signals several things:

• Confidence in demand: ServiceNow’s digital workflow and IT service management (ITSM) platform is designed to automate and streamline enterprise operations — capabilities that become more, not less, relevant during periods of disruption and remote work adoption.
• Customer success focus: Growing headcount in sales, support, and professional services roles helps ensure that existing customers receive the attention they need during challenging times, which in turn reduces churn.
• Talent opportunity: Economic downturns often free up high-quality talent. Companies with strong balance sheets can attract skilled engineers, consultants, and sales professionals who might otherwise be unavailable.

ServiceNow confirmed in its press release that it had “continued to hire and onboard new employees throughout the COVID-19 pandemic,” suggesting the hiring plan was already in motion rather than being a future aspiration.

ServiceNow’s Broader COVID-19 Response

The hiring commitment was part of a larger response from ServiceNow to the pandemic. Earlier in the crisis, the company released four emergency-response applications — developed in partnership with ecosystem partners — at no cost to public-sector organizations and businesses. These apps were designed to help organizations manage the surge in emergency-response and workforce safety requirements that arose rapidly in early 2020.

According to reporting from Cloud Wars, approximately 1,000 organizations had adopted these four emergency-response apps shortly after they were made available. The rapid uptake underscored the immediate operational value ServiceNow’s platform could provide during a crisis, as organizations scrambled to manage employee health tracking, remote work provisioning, and emergency communications at scale.

Why This Matters for the DevOps and Enterprise Tech Community

For DevOps engineers, platform architects, and IT leaders, ServiceNow’s response during COVID-19 illustrated a few broader points worth noting:

• Workflow automation as resilience infrastructure: Platforms that automate IT workflows, incident management, and change management proved critical as remote work created new operational stresses on IT departments. Organizations already running mature ITSM platforms were better positioned to adapt.
• Vendor stability matters: During a crisis, the financial health and stability of your SaaS vendors becomes a real concern. ServiceNow’s ability to pledge no layoffs while expanding headcount was a signal of platform longevity that enterprise customers take seriously.
• Ecosystem agility: The rapid development and deployment of free COVID-19 response apps — built with partners — demonstrated how a mature platform ecosystem can mobilize quickly to address emergent needs.

Looking Ahead

As of April 2020, ServiceNow held the number-nine position on the Cloud Wars Top 10 ranking of cloud vendors. McDermott had been laying the groundwork for an ambitious expansion of ServiceNow’s market position and product vision before the pandemic interrupted those plans. Whether the company would be able to resume that trajectory — or whether the economic headwinds of 2020 would force a more conservative posture — remained to be seen at the time of this reporting.

What was clear, however, was that ServiceNow was betting on continued demand for digital workflow automation, and it was willing to back that bet with concrete investment in people during one of the most uncertain periods in modern economic history.

Source: Cloud Wars (cloudwars.co). Original reporting by Cloud Wars staff, April 2020. This post is based on information available as of April 18, 2020 and reflects the situation as it stood at that time.

ServiceNow Commits to No Layoffs for 2020

At the height of the COVID-19 pandemic in April 2020, ServiceNow (NYSE: NOW) publicly pledged to protect the jobs of its more than 11,000 global employees for the remainder of the year. The digital workflow company stated it would not only avoid layoffs but intended to continue active hiring across its global offices.

The company also extended its commitment to several hundred support staff and contractors who were not actively working while ServiceNow’s offices remained closed, pledging to protect their jobs and salaries during the closure period.

“We want our employees focused on supporting our customers, not worried about their own jobs. We are committed to no layoffs for 2020. We are continuing to hire worldwide.”

— Bill McDermott, CEO, ServiceNow

Hiring Plans and Internship Program

ServiceNow stated it expected to create and fill more than 1,000 new jobs in the United States alone by the end of 2020, with additional roles to be filled internationally. The company continued onboarding new employees throughout the pandemic period.

The company also committed to its summer internship program, pivoting to a fully digital format to accommodate approximately 360 college interns from around the world. ServiceNow employees had been working from home since mid-March 2020 and at the time of the announcement expected to continue doing so until at least June 1, 2020.

“ServiceNow saved my summer. Without their digital intern program, I would have had to scramble to find a new summer job. Knowing that ServiceNow is determined to make my internship as enriching as possible during this uncertain time reaffirms my decision to join this company.”

— Caroline Parkinson, University of Michigan (Class of 2021), ServiceNow Intern

People+Work Connect: An Employer-to-Employer Initiative

Alongside Accenture, Lincoln Financial Group, and Verizon, ServiceNow announced the launch of People+Work Connect, a collaborative online platform designed to match companies with furloughed or laid-off workforces to employers urgently seeking workers. The initiative was free for employers to join and participate in, with the explicit goal of reducing the time and complexity involved in finding new employment during the pandemic.

ServiceNow posted more than 800 of its own open roles through this initiative as part of its broader hiring commitment.

COVID-19 Emergency Response Applications

ServiceNow also took steps to directly support government agencies and enterprises managing COVID-19 response using its Now Platform. The company developed and released several no-charge community applications:

• Emergency Outreach App – Enables organizations to communicate quickly with employees during emergencies.
• Emergency Self Report App – Allows employees to self-report health status.
• Emergency Exposure Management App – Helps organizations track and manage potential exposure events.

Washington State’s Department of Health, already a ServiceNow customer, built an Emergency Response Operations app on the Now Platform to manage its own COVID-19 response. Working with ServiceNow, the department made this app available at no charge to all government entities.

Real-World Deployments on the Now Platform

ServiceNow highlighted several organizations that deployed its platform rapidly during the pandemic:

• City of Los Angeles: Implemented drive-through COVID-19 testing coordination using the Now Platform. Within 48 hours of deployment, a public portal was live for 16 million citizens to check symptoms, schedule appointments, and select testing locations.
• Calgary Catholic School District: Used the Now Platform to rapidly equip staff with information and tools for the transition from in-classroom to remote teaching, ensuring continuity of student learning.
• A US retail company (unnamed): Built and deployed a mobile application to 330,000 employees globally within 96 hours to handle the surge in emergency paid leave requests related to COVID-19.
• A large US city (unnamed): Deployed a Now Platform application to coordinate food and essential supplies distribution for 1.8 million citizens in need during the pandemic.

Charitable Contributions

ServiceNow and its employees committed $1.5 million in total cash donations to support COVID-19 relief efforts. Corporate grants totaling $1.225 million were directed to the following organizations:

• United Nations Foundation
• Centers for Disease Control Foundation
• NYC Mayor’s COVID-19 Emergency Relief Fund
• Silicon Valley Community Foundation COVID-19 Coronavirus Response Funds
• Second Harvest of Silicon Valley

Employee matching gift campaigns were planned to raise additional funds for non-profit organizations in the communities where ServiceNow employees live and work.

Forward-Looking Context

The commitments described in this announcement were forward-looking statements made in April 2020, based on information available at that time. ServiceNow noted that actual outcomes could differ based on changes in global economic conditions and the trajectory of the COVID-19 pandemic. These statements reflected ServiceNow’s intentions at the time of the announcement and were not guarantees of future performance.

What Are IT Financial Management Tools?

ITFM tools give IT leaders and finance teams a shared view of technology costs. Core capabilities typically include:

• Cost transparency: Mapping infrastructure, software, and labor costs to the business services they support.
• Budgeting and forecasting: Building and managing multi-year IT budgets with scenario modeling.
• Chargeback and showback: Allocating costs to departments or cost centers, either as internal billing (chargeback) or reporting only (showback).
• Benchmarking: Comparing unit costs against industry peers to identify savings opportunities.
• Cloud cost management: Tracking consumption-based cloud spend across providers and teams.

Without these tools, IT departments often rely on spreadsheets and manual data consolidation, making it difficult to connect technology investment to business outcomes.

Leading Vendors in the ITFM Tools Market

The ITFM tools landscape includes both established enterprise platforms and specialist vendors. Prominent names cited in market research coverage include:

• Apptio – One of the most widely recognized ITFM platforms, offering Technology Business Management (TBM) capabilities including cost modeling, benchmarking, and cloud cost analytics. Acquired by IBM in 2023.
• ServiceNow – Extends its IT Service Management platform with Financial Management modules that integrate cost tracking with service catalogs and CMDB data.
• Upland Software – Provides a portfolio of IT management tools with financial planning and project portfolio management capabilities.
• USU – A European vendor offering IT cost management and software asset management solutions.
• Nicus Software – Focuses specifically on ITFM and TBM, targeting organizations seeking to implement the TBM taxonomy.
• PMCS.helpLine Software Group – Offers service management and cost transparency tools, particularly in European markets.
• Digital Fuel – An ITFM specialist with cost modeling and IT planning capabilities.
• ACCIOD – A smaller vendor operating in the ITFM and IT planning space.

Vendor selection often depends on the size of the organization, existing platforms (such as ServiceNow or SAP), and whether the primary use case is cloud cost management, TBM compliance, or traditional IT budgeting.

Deployment Models

ITFM tools are typically delivered in two ways:

• Cloud-based (SaaS): Hosted and maintained by the vendor. Reduces infrastructure overhead and simplifies updates. Most modern ITFM platforms offer SaaS delivery as the default.
• Web-based on-premises: Deployed within the customer’s own infrastructure. Preferred by organizations with strict data residency, compliance, or security requirements.

The broader shift toward cloud-based IT operations is accelerating adoption of SaaS ITFM tools, as consumption-based billing makes it easier to justify the subscription cost against immediate visibility gains.

Target Segments: Large Enterprises and SMEs

ITFM adoption has historically been strongest in large enterprises, where the volume and complexity of IT spending make manual cost management impractical. Key drivers for large organizations include:

• Multi-cloud environments with complex billing structures from AWS, Azure, and Google Cloud.
• Regulatory pressure to demonstrate value from IT investments.
• Desire to implement TBM frameworks recognized by the TBM Council.

Small and medium-sized enterprises (SMEs) represent a growing opportunity. As SaaS pricing lowers the entry cost, and as SMEs adopt cloud services at scale, the need to track and optimize that spending becomes a real operational concern rather than a purely enterprise problem.

Regional Market Considerations

ITFM tool adoption varies by region:

• North America has the highest adoption, driven by large enterprise IT budgets, cloud-first strategies, and the influence of the TBM Council, which is headquartered in the US.
• Europe shows strong growth, supported by GDPR-driven data governance requirements that make cost and data accountability a boardroom concern. Vendors such as USU and PMCS.helpLine have significant European presence.
• Asia Pacific is an emerging growth region, with rapid cloud adoption in markets such as Australia, Japan, India, and Singapore increasing demand for cloud cost management capabilities.
• Middle East and Africa (MEA) represent earlier-stage markets, though digital transformation investments in Gulf states are beginning to drive ITFM interest.

Market Drivers

Several forces are pushing organizations toward formal ITFM tooling:

• Cloud sprawl: Multi-cloud and hybrid deployments create billing complexity that spreadsheets cannot handle at scale.
• FinOps adoption: The growing FinOps discipline formalizes cloud financial management as a collaborative practice between finance, engineering, and business teams, creating demand for supporting tooling.
• Cost pressure: Economic uncertainty sharpens CFO scrutiny of IT budgets, pushing CIOs to demonstrate ROI on technology spend.
• Digital transformation: As IT becomes a strategic business driver rather than a back-office function, granular cost visibility becomes essential for prioritization decisions.

Market Restraints and Challenges

Despite strong growth drivers, several factors slow adoption:

• Data quality: ITFM tools depend on accurate, complete input data from CMDB, HR, finance, and cloud billing systems. Poor data quality undermines confidence in outputs.
• Organizational alignment: Chargeback models require agreement between IT and business units on cost allocation methodologies — a political as much as a technical challenge.
• Implementation complexity: Enterprise ITFM implementations can take months and require dedicated program management, which deters smaller organizations.
• Vendor consolidation: Mergers and acquisitions (such as IBM’s acquisition of Apptio) can create uncertainty for existing customers.

Evaluating an ITFM Tool: Key Criteria

When assessing ITFM tools, IT and finance leaders should evaluate:

• Integration breadth: Does the tool connect natively to your cloud providers, ITSM platform, ERP, and CMDB?
• TBM taxonomy support: If TBM framework adoption is a goal, check whether the vendor supports the standard taxonomy out of the box.
• Cloud cost management depth: Assess reserved instance optimization, anomaly detection, and tagging governance capabilities.
• Reporting and visualization: Business stakeholders need intuitive dashboards, not just raw data exports.
• Scalability: Can the platform handle your current data volumes and the growth projected over the next three to five years?
• Vendor stability: Given acquisition activity in the space, consider the vendor’s ownership and roadmap transparency.

Summary

The IT Financial Management tools market reflects a broader organizational shift: IT is no longer a cost center to be minimized but a value driver to be understood and optimized. Tools from vendors such as Apptio (IBM), ServiceNow, Nicus, and USU give IT and finance teams the shared language and data they need to make informed investment decisions. As cloud adoption deepens and FinOps practices mature, ITFM tooling is moving from a large-enterprise luxury to a practical necessity for any organization running significant technology operations.

What Is the ServiceNow Store?

The ServiceNow Store is the official marketplace for certified third-party applications and integrations that extend the ServiceNow platform. It allows organizations to add pre-built capabilities on top of core ServiceNow modules — covering IT Service Management (ITSM), IT Operations Management (ITOM), Security Operations, HR Service Delivery, and more — without building custom integrations from scratch.

For DevOps and IT operations teams, the Store represents a practical shortcut: rather than writing and maintaining bespoke connectors, teams can install certified apps that have already passed ServiceNow’s technical validation process.

Why the ServiceNow App Ecosystem Has Grown

Several converging factors have driven adoption of ServiceNow Store apps over recent years:

• Enterprise adoption of ServiceNow itself: As more large enterprises standardized on ServiceNow as their IT workflow platform, demand grew for integrations with tools already in use — monitoring platforms, identity providers, communication tools, and remote support software.
• Hybrid and multi-cloud operations: Teams running workloads across cloud providers need monitoring and incident management tools that surface alerts inside a single pane of glass. ServiceNow integrations with tools like Dynatrace, AppDynamics, and PagerDuty address this directly.
• Compliance and identity requirements: Regulated industries increasingly require that access management and audit trails run through a single platform, driving integrations with identity tools such as Okta and SailPoint IdentityIQ.
• Remote work and collaboration: Tools like Microsoft Teams, Talkdesk, and LogMeIn Rescue gained significant enterprise footprint, and ServiceNow integrations allow agents to work incidents without leaving their primary communication interface.

Notable Vendors in the ServiceNow Store Ecosystem

The following vendors were highlighted in the original market overview as key players with certified apps in the ServiceNow Store. The descriptions below reflect their general integration use cases, not specific benchmark or sales data.

Incident Alerting and On-Call Management

• PagerDuty: Bidirectional integration that syncs PagerDuty incidents with ServiceNow incidents. On-call escalation policies and alert routing can be managed from either platform.
• xMatters: Provides event-driven workflows that can trigger ServiceNow incident creation, notify the right on-call responders, and update records as incidents are resolved.

Application Performance Monitoring (APM)

• Dynatrace: Pushes AI-detected anomalies and root cause analysis data into ServiceNow ITOM, enabling automatic incident and change record creation.
• Cisco AppDynamics: Feeds application performance alerts into ServiceNow, correlating business transaction health with IT service records.

Identity and Access Management

• Okta: Integrates user provisioning and access request workflows with ServiceNow, allowing HR and IT teams to manage joiner/mover/leaver processes through a single workflow engine.
• SailPoint IdentityIQ: Surfaces access certification campaigns and policy violations as ServiceNow tasks, tying identity governance into the broader ITSM workflow.

Remote Support and Collaboration

• TeamViewer: Enables support agents to launch remote sessions directly from ServiceNow incident records, with session data logged back to the ticket.
• LogMeIn Rescue: Similar remote support capability, allowing technicians to initiate and log remote sessions without leaving ServiceNow.
• Glance: Provides screen-sharing and co-browsing capabilities triggered from within ServiceNow agent workspace.

Communication and Notification

• Microsoft Teams Notifications: Routes ServiceNow incident alerts, approval requests, and task updates directly to Teams channels or individual users, reducing context switching for agents.
• Talkdesk: Integrates cloud contact center functionality with ServiceNow, so inbound call data, caller history, and case records are surfaced automatically for agents handling voice interactions.

Software Asset and IT Asset Management

• Snow Software: Synchronizes software inventory and license compliance data with ServiceNow ITAM, providing a unified view of software assets and spend.
• Nuvolo: Extends ServiceNow into facilities and medical equipment management, connecting physical asset data with service workflows.
• Evergreen: Focused on IT portfolio and application rationalization data surfaced within the ServiceNow platform.

Enterprise Identity and Security

• IBM: IBM offers multiple integrations across ServiceNow modules, including connections to IBM QRadar for security operations and IBM Watson for virtual agent capabilities.

Deployment Models: Cloud-Based vs. Web-Based Apps

ServiceNow Store apps generally fall into two deployment patterns:

• Cloud-based integrations: The third-party vendor hosts the integration middleware. ServiceNow communicates with the vendor’s cloud service via REST APIs or MID Server. This model reduces on-premises infrastructure requirements but introduces a dependency on the vendor’s availability and data processing terms.
• Web-based / platform-native apps: The app runs entirely within the ServiceNow instance as scoped application code. These integrations typically offer tighter platform cohesion and simpler upgrade paths aligned to ServiceNow release cycles.

When evaluating an app, check whether it uses a MID Server (relevant for on-premises or private cloud data sources), direct outbound REST calls, or a vendor-hosted iPaaS layer. Each has different firewall, latency, and data residency implications.

Buyer Segments: Enterprise vs. SME Considerations

The market overview segments buyers into large enterprises and SMEs. In practice, the evaluation criteria differ significantly:

What to Evaluate Before Installing a ServiceNow Store App

Not all Store apps are maintained equally. Before deploying any third-party app into a production instance, consider the following:

1. Certification level: ServiceNow distinguishes between “Built on Now” (developed by a partner on the platform) and apps that simply pass basic technical review. Understand which tier applies.
2. ServiceNow release compatibility: Confirm the app supports your current instance version (e.g., Tokyo, Utah, Vancouver) and that the vendor has a track record of updating for new releases.
3. MID Server requirements: If your data sources are behind a firewall, verify whether the integration requires a MID Server and what network access it needs.
4. Scoped vs. global application: Scoped apps are sandboxed and safer to install, but may have access limitations. Global-scope apps have broader platform access and carry higher risk if poorly written.
5. Support and roadmap: Check the vendor’s Store listing for last-updated date, user ratings, and whether they publish a public roadmap.
6. Data handling: For integrations passing sensitive data (PII, security alerts), review the vendor’s data processing agreements and confirm data residency aligns with your compliance requirements.

Regional Adoption Patterns

The original market overview noted regional segmentation across North America, Europe, Asia-Pacific, and Latin America, with specific countries including the U.S., Canada, Germany, France, the U.K., Italy, Russia, China, Japan, South Korea, Taiwan, Southeast Asia, Mexico, and Brazil. North America has historically been the largest ServiceNow market given the concentration of Fortune 500 enterprises and technology-driven ITSM adoption. Europe represents significant growth driven by GDPR compliance requirements, which have accelerated investments in identity governance and security operations integrations. Asia-Pacific growth has been driven by manufacturing and financial services sectors expanding ServiceNow deployments.

Strategic Trends Shaping the Ecosystem

Beyond individual vendor integrations, several broader trends are shaping how organizations use the ServiceNow Store:

• AIOps integrations: Monitoring vendors are increasingly exposing AI-driven root cause analysis through their ServiceNow integrations, reducing mean time to identify (MTTI) by correlating alerts before a human reviews them.
• Low-code workflow composition: ServiceNow’s Flow Designer and IntegrationHub allow teams to build custom spokes connecting Store apps in multi-step workflows without writing Jelly or JavaScript.
• M&A activity: Consolidation among monitoring, ITSM, and security vendors means integration points shift. Teams should track vendor acquisition news that may affect supported integrations.
• Zero-trust alignment: Identity-centric Store apps (Okta, SailPoint) are increasingly positioned as part of zero-trust architecture rollouts, not just IT provisioning tools.

Summary

The ServiceNow Store provides a structured, certified way to extend the ServiceNow platform with integrations from leading vendors across monitoring, identity, remote support, and communication categories. For DevOps and IT operations teams, the most practical value comes from bidirectional integrations that reduce context switching — surfacing alerts, approvals, and asset data directly within ServiceNow workflows rather than requiring agents to operate across disconnected tools. Evaluating apps on certification level, release compatibility, data handling, and vendor support cadence will reduce integration risk and total cost of ownership.

ServiceNow Shifts Toward Vertical-Specific Workflow Automation

ServiceNow announced a new industry solutions strategy designed to move beyond horizontal workflow tooling and deliver purpose-built solutions tailored to the specific digital transformation challenges of individual industries. Rather than asking customers to adapt generic platform capabilities to sector-specific processes, the company committed to building pre-configured, validated workflows that reflect the operational realities of each target vertical.

The initial focus landed on two sectors where digital transformation pressure and regulatory complexity make workflow automation particularly valuable: banking and telecommunications.

Why Banking and Telecommunications First?

Both industries share a common set of pressures that make them natural candidates for early investment:

• Complex middle-to-back office operations that slow customer-facing responsiveness
• High customer experience expectations driven by consumer-grade digital products
• Regulatory and compliance overhead that adds friction to process automation
• Emerging technology transitions — particularly 5G in telco — that demand faster service assurance capabilities

Bill McDermott, then president and CEO of ServiceNow, framed the rationale clearly:

“Every company around the world aspires to deliver great experiences that drive fierce customer loyalty and create powerful employee engagement. By creating industry-specific solutions, delivered through a partner-led model, we can better address the unique challenges that companies in key vertical markets face as they look to digitally transform their businesses.”

Bill McDermott, President and CEO, ServiceNow

The Banking Solution: Accelerating Middle-to-Back Office Operations

ServiceNow’s banking solution targets the operational gap between customer-facing digital banking interfaces and the slower, often manual processes that sit behind them. The goal is to help banks match the speed of digital-first competitors by streamlining internal workflows — from loan processing and compliance checks to customer request fulfilment — without requiring wholesale system replacement.

Key objectives of the banking solution include:

• Simplifying middle-to-back office workflows to reduce processing time
• Delivering seamless customer experiences across the enterprise
• Driving customer loyalty through faster, more consistent service delivery
• Supporting ongoing employee productivity improvements

The Telecommunications Solution: Proactive Customer Care and Service Assurance

For communication service providers (CSPs), ServiceNow’s telco solution aims to close the gap between network operations and customer care. Rather than reacting to outages or degradation after customers report issues, the solution is designed to align service assurance systems with customer care workflows so that problems can be identified and addressed proactively.

Specific capabilities targeted by the telecommunications solution include:

• Aligning customer care and service assurance teams within a shared workflow platform
• Proactive issue detection and resolution before customer impact escalates
• Maximising service availability and quality of service (QoS)
• Supporting software-defined networking (SDN) operations
• Enabling faster onboarding of new connected services, particularly those enabled by 5G infrastructure

Partner-Led Delivery: Deloitte and Accenture as Lead Launch Partners

A notable aspect of the strategy is its explicit reliance on a partner-led implementation model. ServiceNow announced expanded partnerships with two of the largest professional services firms in the world to anchor solution delivery in each vertical.

Deloitte: Lead Launch Partner for Banking

Deloitte was named Lead Launch Partner for the ServiceNow banking solution, taking responsibility for implementing new workflows that transform how banks operate. This expanded role built on Deloitte’s existing position as Lead Launch Partner for ServiceNow’s Finance Close Automation product, announced at the ServiceNow Knowledge 2019 conference.

Accenture: Lead Launch Ecosystem Partner for Telecommunications

Accenture was appointed Lead Launch ecosystem partner for the telecommunications solution. Beyond implementation, Accenture’s role extends to helping shape ServiceNow’s product roadmap for the telco vertical and developing telco-specific digital workflow solutions — with a particular focus on the operational demands of 5G-enabled services and software-defined networking environments.

What Comes Next: Expansion to Additional Industries

ServiceNow signalled at the time of this announcement that banking and telecommunications were the first phase of a broader vertical expansion. Additional industries listed as future targets included:

• Healthcare
• Manufacturing
• Media
• Technology

The partner-led model is expected to scale as new verticals are added, with ServiceNow likely to announce additional Lead Launch Partners aligned to each sector’s dominant systems integrators and consultancies.

Why This Matters for DevOps and Platform Engineering Teams

For engineering and operations teams working within banking or telecommunications organisations, this strategic direction has practical implications:

• Reduced customisation burden: Industry-specific workflows mean less time building bespoke integrations from scratch on top of the Now Platform.
• Faster time-to-value: Pre-built solutions aligned to sector-specific use cases can accelerate deployment timelines.
• Partner integration: If your organisation already works with Deloitte or Accenture, there may be opportunities to leverage their Lead Launch Partner status for more informed ServiceNow implementations.
• Roadmap alignment: Organisations in target verticals gain more influence over ServiceNow’s product direction through partner-mediated feedback channels.

The shift toward vertical solutions reflects a broader trend in enterprise software: platform vendors recognising that horizontal capabilities alone are insufficient when competing for budget in heavily regulated, operationally complex industries.