By: Martin Black - Head of ITSM Centre of Excellence, Veolia and Antoine Castex, Principal Cloud Solution Architect, Veolia At Veolia one of the cornerstones of our business philosophy is sustainability.

In an always-on world, companies look to systems and processes to keep their services up and running at all times. The most important part of maintaining this uptime is having an Incident Management process in place to restore your services in the event of an interruption or unplanned downtime. Incident Management processes are typically used by SRE, DevOps, NOC and other IT teams to respond to incidents that affect services and work on restoring their uptime.

ServiceNow® is facing one of the biggest opportunities to date: developing a self-healing IT environment that makes proactive IT support a reality. Although the concept of self-healing has been around for at least a decade, the ability to achieve it has fallen short. A lack of system intelligence stopped us from predicting and preventing many issues without human intervention somewhere in the process. AI technology is changing that paradigm.

93% of businesses use cloud services, and many are looking forward to investing more in it. Which means almost everyone nowadays is using cloud in some form or another. If any part of your infrastructure is in the cloud, then you must monitor it. This article will show you the features and benefits of cloud monitoring. We’ve also covered how cloud monitoring can help in the current pandemic situation.

Our IT surveys have become a huge hit! The press releases and blogs we put out recapping the results from our surveys are consistently picked up and republished by third parties. We're happy to be able to provide such useful insights into the IT professional's experience, benefitting not just us, but the IT industry as a whole. Before we get into the results of our most recent survey, be sure to check out some of our previous studies.

Adobe and ServiceNow announced the availability of its partnership integration, to deliver an industry-first solution connecting data from Adobe Experience Platform and ServiceNow’s Customer Service Management workflow product to enable more seamless, connected customer experiences. In today’s experience economy, where digital-only is our reality, marketing and customer service organizations must be aligned around a data-driven, customer-first approach.

ServiceNow’s mission is to make work, work better for people. We strive to make work experiences – tasks like onboarding as a new employee, managing IT requests, and dealing with workplace issues – as convenient as buying a pack of diapers online for my newborn. But, at ServiceNow, we do it all with an eye towards the employee, aiming to make their lives easy and hide the complexity. Our Employee Workflows empower people to get answers and help—anytime, anywhere.

COVID-19 is changing how people want to work and how companies engage and communicate with their employees. As the curve flattens and organizations consider how to safely return employees to company workplaces, they need flexible solutions that allow them to balance employee preferences with health, regulatory and safety requirements and the demands of the business. Companies need modern, agile workflows to meet employees where they are.

The COVID-19 pandemic has reminded me and many others of the importance of customer service. Today, customer service management is a 24/7 business. ServiceNow’s Now Support portal already allows our customers and partners to manage their instances, upgrades, and users from one central location.