Good Tidings We Bring….As The Customer Is King

As well as an adaptation of a festive song this could be one of the guiding jingles for ServiceNow.

This week I have been attending, along with my colleague Stephen Mann, the Knowledge11 conference in Frankfurt. ServiceNow is one of those companies that ITSM practitioners have an interest in because of their phenomenal growth and go-to-market model.

So what are their secret ingredients that make the solution so appealing?

Is it simply, that their key differentiator is that they provide a SaaS-based model and have experienced a bit of luck with the ‘cloud’ computing phenomenon? Is it that they have a great company name which lends itself well to becoming a brand? Is it that their sales and account managers have mythical powers?

My answer to you, after spending time with their clients, is that, firstly, they have inherent or at least portray a focus on the end ‘customer.’ They understand that their customers are looking for fast integration that will link in and improve their current ITSM and other business workflow processes. Also, the majority of their customers adopt the SaaS-based solution; it means that they can’t hide behind the age old cloak of “It must be the users infrastructure/network/environment/processes, etc.” If there is a problem with the software they have to fix it because the chances are that another customer will experience the same issue.

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