We are happy to announce the immediate availability of the 2021.2 release of the Alloy Software ITSM/ITAM platform, including Alloy Navigator Enterprise, Alloy Navigator Express, and Alloy Discovery Enterprise.

Validating for us our outstanding portfolio, vision, and ecosystem in the Unified Endpoint Management market, Ivanti was recently named a leader in The Forrester Wave™: Unified Endpoint Management, Q4 2021 report. Furthermore, Ivanti was noted as the only vendor in the market that could provide a fully integrated UEM, ESM, and End-User Experience Management (EUEM) capability.

We’re thrilled to announce that ServiceNow has been named a Leader in the Forrester Wave™: Enterprise Service Management (ESM), Q4 2021. We believe this recognition validates our industry position and continued investment in workflow automation and capabilities addressing employee service delivery across the enterprise.

Two-thirds of US white-collar employees are working from home some or all of the time, according to a September 2021 Gallup survey – and of those, 91 percent hope to continue to do so even after the pandemic. In this Everywhere Workplace environment, a “bring your own device” (BYOD) policy is an appealing proposition for employees and IT departments alike, leading to an average annual savings of $350 per employee and a 34 percent increase in productivity.

The last time Forrester published their Wave report for Enterprise Service Management in 2019, the world had never heard of COVID-19 and workers were, for the most part, still going to offices. IT and other lines of businesses had a basic handle on servicing their employees’ needs. Today, about 2 years after the first COVID-19 cases started showing up, the world is a very different place.

Customer-centric organizations and institutions are making great strides in their digital transformation projects as they look to improve the customer journey. They’re implementing new, more sophisticated technologies to help create seamless, omni-channel engagements that deliver better, more satisfying customer experiences.

For the past 75 years, the National Basketball Association (NBA) and Women’s National Basketball Association (WNBA) have delivered best-in-class experiences to fans. From e-sports to virtual reality, the league has pioneered new ways to connect fans to the game they love. Now, with ServiceNow, the NBA and WNBA are taking their top-notch experiences from the basketball court to the corporate office.

Artificial intelligence (AI) was highlighted as a key IT service management (ITSM) trend in 2021. IT organizations are beginning to employ various AI and machine learning techniques to enhance and improve IT service management processes. Because of the abundance of data generated by ITSM systems, applying machine learning to ITSM processes makes a lot of sense as it can provide IT professionals with a deeper understanding of their infrastructure and procedures.

The success of any organization, brand, product, or service hinges on customer sentiment. Positive customer experience leads to positive feelings. To deliver the best experience for every customer at scale, companies must address needs quickly, transparently, and proactively. That starts by connecting customer engagement, operations, data, people, and processes in a single system of action. With ServiceNow, customer issues and requests are broken down into tasks that can be automated.