Business moves fast. As organizations push to constantly transform and stay ahead of competition, they must consider how they’ll support ever-growing internal- and external-facing demands in every aspect of their business operations. To innovate and change at such a demanding pace, and meet customer expectations, IT service management and operations teams must come out of their silos to converge into service operations (ServiceOps).

The best practices and principles of the IT Infrastructure Library (ITIL) 4 show IT service management (ITSM) service providers the importance of building a strong infrastructure that creates business value, adapts to change, tracks capabilities, and embraces automation. Without collaboration between ITSM service providers and different functions of the enterprise, however, the benefits of ITIL 4 best practices are minimized.

Generative AI has the world thinking about automation now more than ever before. The Information Technology Infrastructure Library (ITIL) has prioritized it from the start. ITIL has advocated for automation as a transformative tool for organizations to deliver business value, accelerate change, and reinvent service configuration management. By handling mundane tasks, automation can empower people to do more innovative and effective work.

Approximately 65,000 new implementers will be needed by 2027 as a result of AI, according to research by ServiceNow and Pearson. The time is now to enter this dynamic and high-growth field. Let’s explore what an implementer is, how the role is changing, and how you can prepare to fill an open position.

ChatGPT captured our collective imagination when it burst into the mainstream last year, setting off a hype cycle that hasn’t abated. The enterprise is where generative AI (GenAI) will become more than tech’s newest shiny object. GenAI is transforming the way we work, unlocking new efficiencies, driving productivity, and creating employee and customer experiences we never could have imagined. ServiceNow is at the forefront of this transformation.

I’m excited to announce that ServiceNow has been named a Leader in the Forrester Wave™: Digital Process Automation Software, Q4 2023. We credit this acknowledgement to our performance and strategy in governance, end-to-end orchestration, and AI. Additionally, we believe this recognition is made possible by the unwavering support of our customers, their innovative use of the Now Platform, and their valuable feedback shared with analysts.

The shift of the Information Technology Infrastructure Library (ITIL) 4 from process to value helps IT service management (ITSM) service providers demonstrate business value and adapt to change so they can meet business needs and customer expectations and thrive in an ever-changing technology landscape. However, in the face of an increasingly complex digital business environment, managing the diverse components of IT service operations can be challenging.

The Information Technology Infrastructure Library (ITIL) is a customer-centric framework that promotes governance, collaboration, and continuous improvement. At a time when IT service management (ITSM) is changing with new technology, shifting regulatory requirements, and decentralized teams, this is vital. We explored how the ITIL 4 service value system helps ITSM service providers generate business value through the creation, delivery, and continuous improvement of services.

The old saying “There’s no substitute for experience” has taken on new meaning in today’s digital environment. According to a ServiceNow/ThoughtLab global survey of 1,000 C-suite executives, adopting a comprehensive experience strategy that encompasses all experiences can help: “Organizations want to deliver seamless experiences to customers and employees.

It’s no secret that finance organizations are ripe for disruption. Managing money has always been a manual process, from securing payment orders to renewing licenses, and everything in between. That's why ServiceNow Chief Financial Officer Gina Mastantuono invested in a formal citizen development program. She wanted to encourage all finance employees to lean into no- or low-code tools, such as App Engine Studio, to build applications.

SAP customers must move to SAP S/4HANA by 2027 to stay compliant, but many are hesitant to do so. Although 78% of organizations in North America are planning an S/4HANA move, only 31% have started using it, according to a CIO article. The UK & Ireland SAP User Group (UKISUG) reports 89% and 25%, respectively. Moving to S/4HANA can take three to four years, according to Roland Berger, and requires a high investment at a time when companies are tightening their belts.