ServiceNow Improvements in San Diego

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The San Diego release for ServiceNow should change how many organizations do Service Management.

A couple of examples …

With innate DevOps capabilities, Change Management will evolve and needs updates on the process and people side of things. This one is big.

With the updated interface, and great chat capabilities, Knowledge Management will need major improvements to be successful. Also, user and process training may be required.

As business needs and tool capabilities evolve, so do the need to update how you do things.

Frameworks

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Was asked if Agile and ITIL can coexist. The answer is a resounding “yes”.

Agile is a great way to deliver software, iteratively. The ITIL frameworks are so much more. The dictate hoe to run IT

Further, the organizations who integrate frameworks best have gained efficiency which is a competitive advantage.

IT Asset Management

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The need to do IT Asset Management well has increased exponentially in the last two years. This has occurred for two main reasons:

1. There are more technology assets in every organization that need to be treated as investments than ever before
2. The risk of doing ITAM poorly is increasingly costly