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Cakes, Dilbert & ServiceNow!

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We were lucky enough to be invited to a ServiceNow seminar in London just before Christmas. The theme of the event was “is your ITSM keeping up with the business?” Naturally we pounced on this like a cheetah on a trampoline so here’s our take on the big day.


2015 Update – Tom Warren, Sales Director of New Business – ServiceNow

First up was Tom Warren, Sales Director of New Business for ServiceNow. Tom kicked off the afternoon by giving us a whistle stop tour of how 2015 has treated ServiceNow. It’s been an impressive year in terms of growth; two thirds of the world’s biggest banks are now ServiceNow customers.

Tom talked about the passion ServiceNow has for embracing technology: “self-service empowers our users and synergises what they’re using at home. No one wants to use tech that’s 20 years out of date” so far so standard for ITSM toolsets but Tom went on to explain that there is now a ServiceNow app for Apple Watch. Can you imagine being able to log Incidents or approve Service Requests on your watch? How awesome is that?!! (Disclaimer: I’m a huge geek).

Tom continued by talking about how ServiceNow can drive efficiencies at an enterprise level by automating manual tasks. He shared how the product has evolved over time by working with partner ecosystems to drive the transformation process.

Tom ended his session by re-affirming the ServiceNow commitment to its customers encouraging everyone to look at the ServiceNow user community for news, support and FAQs. He reminded the audience “24 by 7 by 365 support and upgrades are included in the licence because we want you to have the best product” – something I totally agree with as there’s nothing worse than spending thousands of pounds on a tool only to spend yet more money every time you have an issue, question or need to upgrade.


Value & Efficiency – Neil MacGowan, Enterprise Strategist – ServiceNow

Next up was Neil MacGowan, enterprise strategist for ServiceNow. Neil’s opened his session with a Dilbert cartoon so naturally I was totally on board from the off. Neil gave us the shocking statistic from a recent study that found people are spending 15 hours a week on admin tasks. I loathe anything admin related with a fiery burning passion so completely agree that we need to sort this out. Neil continued by saying that the reason we do so much admin is “multiple departments, outdated tech & inefficient processes”.

Neil gave us a practical example of how ServiceNow can help “before we used ServiceNow for purchase orders, it took an average of 20 emails just to sort one purchase order”. Ouch.  Neil outlined a user experience we can all empathise with: “users go from using Facebook, Amazon, Google etc. at home, then they go into work and are forced to use Soviet era tech. No wonder they’re frustrated”.

Neil demonstrated how ServiceNow can be used to support HR, Marketing and Facilities as well as IT and explained how CreateNow module can create a new support application in minutes. Neil talked about CSI and next steps stating “today’s innovation is tomorrow’s commodity. We need CSI to keep going”.

Neil ended his session by talking about value reminding us: “the true value of  ServiceNow is (1) what you can save (2) what you gain in operations & (3) innovation”


Bans Sagoo – Functionality Expert – ServiceNow

The final session we attended was run by Bans Sagoo. His session was called “a look under the hood” Bans used his session to outline how ServiceNow can be used to manage multiple Service Desks, Major Incidents and management analytics.

Bans took us through the ServiceNow Major Incident experience which was slick, efficient and optimised with fab reporting dashboards enabling beleaguered Incident Managers everywhere to be able to report back to management with sensible updates. Bans finished by explaining that having a solid common workflow means you can build structured processes; something I completely agree with especially if you use modelling and templates.


A Fun, Informative Event

For my money, this was a really useful and fun event. It’s always nice to see the big software companies give something back and the day was an exciting mix of brand, functionality and process design presentations. The customers I spoke to were all really engaged and a great day was had by all. Thank you to ServiceNow for inviting us along and we hope to be back next time.



Vawns Murphy

Irish mum of 3. ITIL V2 Manager (red badge) and ITIL V3 Expert (purple badge). SDI Managers certificate. Further qualifications in COBIT, ISO 20000, SAM, PRINCE2 and Microsoft. Author of itSMF UK collateral on Service Transition, Software Asset Management, Problem Management & the "How to do CCRM" book. Reviewer for the Service Transition ITIL 3 2011 publication. When not being pelted with brightly coloured balls in name of ITIL, I am a senior ITSM analyst for Enterprise Opinions.

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