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IBM and ServiceNow Announce Global Strategic Partnership

Partnership Will Accelerate Adoption of Intelligent Automation on a Single Cloud Platform for IT, HR, Customer Service, and Security

IBM and ServiceNow are teaming to bring intelligent automation solutions to customers across the globe.

The firms have agreed to a multi-year, strategic partnership to offer ServiceNow’s cloud-based service automation platform and IBM products and services to replace the unstructured work patterns of the past with intelligent workflows of the future. By automating work, customers can energize their employees, increase service levels and deliver game-changing economics in an enterprise that works seamlessly.

IBM and ServiceNow will focus on automating manual processes to deliver greater efficiencies to their customers’ workplace — especially for the complex operations of the Global 2000.

For this new global strategic partnership:

- IBM will leverage its extensive investment and intellectual capital around Cognitive computing as well as its global services integration and delivery resources.

- ServiceNow will provide its industry-leading, cloud-based software that intelligently automates work across IT, HR, customer service and security. ServiceNow analytics and benchmarks deliver actionable insight into service demand, service level compliance and other key performance indicators to improve enterprise efficiency.

- IBM and its customers can also use the ServiceNow platform to build business applications that automate processes in any department and any vertical market.

- ServiceNow will integrate with IBM’s Global Technology Services including Cognitive solutions, Bluemix infrastructure and IBM Cloud Orchestrator.

“Customers seeking to build on their current investments in the ServiceNow platform or planning a future migration will now be able to draw on IBM expertise in IT strategy, enterprise-solution integration, service governance, mobility, big-data analytics and other disciplines to enrich the services they provide,” said Rich Esposito, GM, IBM Global Mobility Services. “Additionally, the partnership also opens the door for IBM to now offer a cloud-based solution to enhance users' service experience and reduce operating costs.”

More specifically, the partnership will allow customers to:

- Leverage extensive IBM domain expertise and capabilities to architect an enterprise-wide system of action that leverages a common platform for departments to assign and prioritize, collaborate and get down to root cause of issues while gaining real-time insights that drive productivity.

- Take advantage of IBM’s programmatic approach to merge, migrate and deploy solutions to optimize departmental service clouds.

- Incorporate IBM experience to define and guide how service integrations will be done for the most complex environments.

“Now customers can deliver intelligent workflows across IT, HR, customer service and security on the ServiceNow cloud platform,” said David Schneider, Chief Revenue Officer, ServiceNow. “This partnership ensures that IBM’s experience and scale with investments in analytics and Watson combined with ServiceNow’s intelligent automation will deliver game-changing economics to our mutual customers.”

IBM is a ServiceNow global strategic partner and has been a managed service provider since 2011 for the complete ServiceNow portfolio. IBM is currently responsible for managing some of the largest ServiceNow deployments globally.

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IBM and ServiceNow Announce Global Strategic Partnership

Partnership Will Accelerate Adoption of Intelligent Automation on a Single Cloud Platform for IT, HR, Customer Service, and Security

IBM and ServiceNow are teaming to bring intelligent automation solutions to customers across the globe.

The firms have agreed to a multi-year, strategic partnership to offer ServiceNow’s cloud-based service automation platform and IBM products and services to replace the unstructured work patterns of the past with intelligent workflows of the future. By automating work, customers can energize their employees, increase service levels and deliver game-changing economics in an enterprise that works seamlessly.

IBM and ServiceNow will focus on automating manual processes to deliver greater efficiencies to their customers’ workplace — especially for the complex operations of the Global 2000.

For this new global strategic partnership:

- IBM will leverage its extensive investment and intellectual capital around Cognitive computing as well as its global services integration and delivery resources.

- ServiceNow will provide its industry-leading, cloud-based software that intelligently automates work across IT, HR, customer service and security. ServiceNow analytics and benchmarks deliver actionable insight into service demand, service level compliance and other key performance indicators to improve enterprise efficiency.

- IBM and its customers can also use the ServiceNow platform to build business applications that automate processes in any department and any vertical market.

- ServiceNow will integrate with IBM’s Global Technology Services including Cognitive solutions, Bluemix infrastructure and IBM Cloud Orchestrator.

“Customers seeking to build on their current investments in the ServiceNow platform or planning a future migration will now be able to draw on IBM expertise in IT strategy, enterprise-solution integration, service governance, mobility, big-data analytics and other disciplines to enrich the services they provide,” said Rich Esposito, GM, IBM Global Mobility Services. “Additionally, the partnership also opens the door for IBM to now offer a cloud-based solution to enhance users' service experience and reduce operating costs.”

More specifically, the partnership will allow customers to:

- Leverage extensive IBM domain expertise and capabilities to architect an enterprise-wide system of action that leverages a common platform for departments to assign and prioritize, collaborate and get down to root cause of issues while gaining real-time insights that drive productivity.

- Take advantage of IBM’s programmatic approach to merge, migrate and deploy solutions to optimize departmental service clouds.

- Incorporate IBM experience to define and guide how service integrations will be done for the most complex environments.

“Now customers can deliver intelligent workflows across IT, HR, customer service and security on the ServiceNow cloud platform,” said David Schneider, Chief Revenue Officer, ServiceNow. “This partnership ensures that IBM’s experience and scale with investments in analytics and Watson combined with ServiceNow’s intelligent automation will deliver game-changing economics to our mutual customers.”

IBM is a ServiceNow global strategic partner and has been a managed service provider since 2011 for the complete ServiceNow portfolio. IBM is currently responsible for managing some of the largest ServiceNow deployments globally.

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Misaligned architecture can lead to business consequences, with 93% of respondents reporting negative outcomes such as service disruptions, high operational costs and security challenges ...

A Gartner analyst recently suggested that GenAI tools could create 25% time savings for network operational teams. Where might these time savings come from? How are GenAI tools helping NetOps teams today, and what other tasks might they take on in the future as models continue improving? In general, these savings come from automating or streamlining manual NetOps tasks ...

IT and line-of-business teams are increasingly aligned in their efforts to close the data gap and drive greater collaboration to alleviate IT bottlenecks and offload growing demands on IT teams, according to The 2025 Automation Benchmark Report: Insights from IT Leaders on Enterprise Automation & the Future of AI-Driven Businesses from Jitterbit ...

A large majority (86%) of data management and AI decision makers cite protecting data privacy as a top concern, with 76% of respondents citing ROI on data privacy and AI initiatives across their organization, according to a new Harris Poll from Collibra ...

According to Gartner, Inc. the following six trends will shape the future of cloud over the next four years, ultimately resulting in new ways of working that are digital in nature and transformative in impact ...

2020 was the equivalent of a wedding with a top-shelf open bar. As businesses scrambled to adjust to remote work, digital transformation accelerated at breakneck speed. New software categories emerged overnight. Tech stacks ballooned with all sorts of SaaS apps solving ALL the problems — often with little oversight or long-term integration planning, and yes frequently a lot of duplicated functionality ... But now the music's faded. The lights are on. Everyone from the CIO to the CFO is checking the bill. Welcome to the Great SaaS Hangover ...

Regardless of OpenShift being a scalable and flexible software, it can be a pain to monitor since complete visibility into the underlying operations is not guaranteed ... To effectively monitor an OpenShift environment, IT administrators should focus on these five key elements and their associated metrics ...

An overwhelming majority of IT leaders (95%) believe the upcoming wave of AI-powered digital transformation is set to be the most impactful and intensive seen thus far, according to The Science of Productivity: AI, Adoption, And Employee Experience, a new report from Nexthink ...

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