I presented at the Knowledge 11 Conference for ServiceNow! on December 8, 2011. It was nice to be able to share some of the success stories we are developing here at Swiss Re related to IT Service Management.
The presentation was with one of our colleagues (exceptional chap) from Infosys, Subbarao Chaganty about the concept and IT Capability we developed around "Task Management" in ServiceNow!
Some people will tout the values of Runbook Automation in ServiceNow. I think they've done a great job at developing something cool ... but it really is only applicable in circumstances where you have a fully repeatable end-to-end process you can automate. After working in this space for almost 10 years (automation related to IT services and infrastructure) it's a daunting and often impossible task to get buy in from all of the key stakeholders to support the documentation, agree to an end to end process, and the subsidiary tasks --- all are strong requirements before you can automate fully and properly.
How did we differentiate ourselves so that we can contribute value back to the business?
You'll have to wait and see ... The presentation should be available online at some point in time: http://www.slideshare.net/servicenowdotcom/tag/knowledge11-europe
