ServiceNow has announced the availability of the ServiceWatch family of cloud-based IT operations management (ITOM) solutions, which address the challenges IT departments face with outages.
A global survey of nearly 1,000 IT leaders* has identified the top challenges as:
• Two thirds (67%) of respondents said the most difficult part of rectifying a service outage is pinpointing the root cause of the issue.
• Half said identifying the affected business services is equally as difficult.
• Eight in 10 (83%) of the respondents are either manually mapping their services, which can be static and often out of date, or are not mapping their services at all.
• Another two thirds (68%) said service outages are frustrating, painful and stress inducing because of the back and forth communication with up to 25 different people on average, many of whom are on disparate teams.
ServiceWatch correlates events from multiple monitoring sources with dynamic service maps. storing them in a configuration management database (CMDB). The ServiceWatch family has three offerings:
ServiceWatch Mapping—mapping and discovery solutions to help IT teams identify the root cause of an outage and gain visibility into which services are connected to each system. An EMA survey** found that US and Europe organisations that identified themselves as “extremely successful” in IT service management were nearly eight times more likely to have deployed or planned to deploy application discovery and dependency mapping.
ServiceWatch Insight—This includes ServiceWatch Mapping in addition to event management. It is designed to alert IT teams to service impacting issues so they can prioritise remediation.
ServiceWatch Suite—This contains all of ServiceNow’s ITOM offerings, plus orchestration and cloud management. Through orchestration, IT can automate key processes and tasks associated with common use cases, such as employee on/off-boarding and password resets. The software also allows IT teams to track the ROI of every automated task.
“With this release, we are reversing 40 years of IT operations gospel, addressing outages starting with the impacted service rather than the infrastructure,” said Michael Nappi, Senior Director of product management, ServiceNow.
“Having a service-aware CMDB that IT teams can trust gives IT the confidence to quickly identify both the cause and business impact of an outage and automate the necessary actions to ensure service availability.”
“By using ServiceWatch, our response times improved by 76% and the mean-time-to-repair reduced by 10%,” said Andrew Tully, Executive Director of Information Technology Services, Federation University Australia.
“More than ever before, IT performance and business performance are critically linked, and IT service outages can bring entire businesses to their knees,” said Dennis Drogseth, VP, Enterprise Management Associates (EMA). “ServiceNow is taking a leadership role in unifying ITSM teams with operations. For example, ServiceNow has introduced unique automation procedures to accelerate remediation—and optimise service delivery in support of critical business needs.”
*TechValidate surveyed 950 IT leaders globally in November 2015. **Analyst firm EMA surveyed more than 270 respondents in the U.S. and Europe for its 2015 report, The New ITSM.
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