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2022: A Year in Review – ServiceNow

A collage depicting all the major press releases by ServiceNow for the year 2022.

ServiceNow is a leading platform providing cloud-based digital workflows for enterprise operations. ServiceNow’s platform helps by establishing the base for digital transformation. A single, unifying foundation for digital business exists. ServiceNow drives the transformation to rapidly develop and automate technologies that are future-proof and deliver good experiences. This blog talks about the major developments of ServiceNow in the year 2022.

ServiceNow, a Market Leader in Digital Workflow Solutions that Improve Productivity for All, Has Been Positioned as a Leader in the Gartner Magic Quadrant for IT Service Management (ITSM) Platforms for 2022

With its ITSM solution reviewed, ServiceNow was honored for its ability to execute and thoroughness of the vision. This is the ninth year in a row that ServiceNow has been named a Leader by Gartner. In fact, according to the 2022 Gartner Critical Capabilities for IT Service Management Platforms, ServiceNow received the highest scores across all three use cases.

Another great service offered by ServiceNow ITSM, is a cloud-based service management system, which alters the impact, speed, and delivery of IT by dismantling silos between teams. ServiceNow ITSM, which is based on the ServiceNow platform, allows users to combine IT tools into a single data model to automate workflows, obtain real-time visibility, boost IT productivity, and improve the customer experience.

ServiceNow Releases New Solutions to Digitize Today’s Most Pressing Workplace Productivity Challenges

To aid in digitizing today's most significant workplace productivity challenges, ServiceNow recently launched Innovative Solutions. The most recent features, Automated Service Suggestions, Service Request Playbook, and Workplace Scenario Planning are built on the ServiceNow platform and speed up the automation processes for businesses and government organizations. They also help to enhance service operations and the experiences of customers, staff members, and constituents.

“Our customers’ greatest challenges are our greatest inspiration. CIOs are looking for technology that addresses modern workplace issues to quickly accelerate value across their organization. At ServiceNow, we are working hard to roll out new features that meet the growing needs of our customers,” said CJ Desai, chief operating officer at ServiceNow 

Only the ServiceNow platform has the flexibility and extensibility to work in any type of organization, anywhere, to remove the complexity from everyday work.

CJ Desai, chief operating officer, ServiceNow 

RiseUp with ServiceNow Program to Skill One Million People by 2024

ServiceNow has launched RiseUp with ServiceNow, a global initiative to train one million people on the company's platform by 2024. In the high-growth ServiceNow ecosystem, the initiative will support a new economy of in-demand, job-ready individuals with a focus on more equitable career paths.

By 2025, more than 90% of enterprises will encounter an IT skills shortage connected to digital transformation. This will cost more than $6.5 trillion globally in delayed product launches, decreased customer satisfaction, and lost business. As business leaders increase their reliance on a small number of potent platforms that offer quick time to value, ServiceNow's reach, and scale provides it’s users with the chance to contribute to solving some of the most pressing issues. The ServiceNow Platform spans the whole company, providing potential in developing new industries including data analysis, platform development, workflow, and experience design. In contrast to traditional workflow systems that exclusively manage one business function or industry.

Digital transformation requires a talent transformation, so ServiceNow is creating a new kind of career path.

Lara Caimi, Chief customer, and partner officer, ServiceNow

Lightstep from ServiceNow Delivers Fully Observable Kubernetes Applications with New Unified Query Language

Lightstep Unified Query Language (UQL) was made available by ServiceNow, which allows businesses to extend visibility across Kubernetes apps. Instead of having SREs create dashboards on the spot, DevOps teams use shift-left observability directly in code to ensure Kubernetes applications are fully observable and proactively enforce consistency, maintainability, and reproducibility best practices.

Finding and extracting the right data becomes even more difficult at scale, as existing multi-cloud observability solutions frequently result in fragmented experiences that, over time, add more work for DevOps and SRE teams. IDC predicts that the observability market will grow to reach $9.08 billion by 2025. With Lightstep UQL, teams can query and correlate metrics, logs, and traces on demand across thousands of Kubernetes nodes, servers, or serverless operations, making it easier to migrate their observability from existing dispersed tools onto a unified Lightstep platform through a single query language.

Engineers today can leverage observability‑as‑code for more powerful and flexible insights into the health and performance of their cloud-native applications.

-Ben Sigelman, general manager, and co-founder of Lightstep, ServiceNow. 

ServiceNow to Acquire Observability Innovator Era Software, Helping Businesses Turn Data-Driven Insights into Action

ServiceNow announced its acquisition of Era Software, a leader in observability and log management. Following ServiceNow’s acquisition of Lightstep in 2021, Era Software will help provide customers with a unified observability solution at scale. Customers will be able to gain valuable organization-wide insights that can be inside a single solution designed specifically for the digital business era.

This gives developers the required insights to comprehend the functioning of important apps at scale and how to convert that data into business value. Observability is the cornerstone of digital transformation. However, it frequently remains expensive and isolated across major businesses, giving DevOps and SRE teams a fragmented and difficult experience.

ServiceNow Unveils the Now Platform Tokyo Release to Help Organizations Drive Business Transformation Amid Complex Macro Environments

ServiceNow announced the Now Platform Tokyo release, which is aimed at assisting organizations in navigating challenging business issues in an unpredictable macro environment. The ServiceNow Tokyo release is designed specifically to provide better employee and customer experiences, boost automation and operational trust, and accelerate value in ways that are beneficial to people, the environment, and business profits.

Apart from delivering improved customer and employee experiences, the ServiceNow Tokyo release focuses on supply chain, enterprise assets, and environmental, social, and governance management capabilities.

Our ServiceNow Tokyo platform release gives customers exactly what they need at this moment—new solutions that deliver immediate value, are easy to implement and use, and help them do more with less,” said CJ Desai, chief operating officer at ServiceNow. “Now is not the time to experiment. A platform for digital business is the only way to create great experiences, drive new business value, and accelerate transformation so organizations can focus on growth in our digitalfirst world.

Qualtrics and ServiceNow Strengthen Employee and Customer Service Experiences with Powerful New Solutions

A new app was released by Qualtrics and ServiceNow to enhance employee and customer service experiences. The new Qualtrics Embedded Insights gives IT and customer service agents a single view of employee and customer experience as well as operational data. This allows them to make wise decisions and act quickly to meet employee and customer needs.

A new study from Qualtrics and ServiceNow also shows the urgent need for more seamless technological experiences. Four out of five (81%) IT professionals lose more than 10% of their workdays to process and technological inefficiencies.

ServiceNow and Qualtrics are helping agents deliver proactive, seamless, and personalized employee and customer experiences that help create lasting loyalty and boost organizations’ bottom lines.

- Matt Schvimmer, senior vice president of product and service management, ServiceNow.  

ServiceNow Introduces Procurement Service Management on Industry-Leading Now Platform

Through digitization and self-service, ServiceNow's latest Procurement Service Management (PSM) solution aims to change procurement across the company and accelerate turnaround times for straightforward sourcing jobs.

For businesses aiming to digitally transform processes, reallocate employees to more strategic tasks, and enhance supplier collaboration with more connected, interactive experiences, procurement modernization is the right way to go. But according to a recent ServiceNow survey, just around half of the inquiries made to procurement teams are concerned with buying goods and services. For teams to concentrate on the work that matters most and provide the highest-value results, the new Procurement Service Management solution addresses this by digitizing lower-value jobs.

PSM is the latest solution built on the Now Platform, the most flexible, extensible, and powerful enterprise technology platform available. Only the Now Platform enables rapid innovation and transformation by combining hyper-automation technologies like low‑code application development, artificial intelligence, process mining, integration, and RPA to connect modern, legacy, or unstructured data sources and accelerate digital transformation. With one code base, one architecture, and one data model, the Now Platform connects silos across departments, integrates with all other point solutions and legacy systems, and delivers value fast, immediately, and in the long term.

ServiceNow Named a Leader in Third-Party Risk Management Platforms - The Forrester WaveTM: Third-Party Risk Management (TPRM) Platforms, Q2 2022 has rated ServiceNow as a Leader.

Two years ago, third-party risk management was a must for regulatory compliance for most organizations. For businesses to fully appreciate the crucial role those third-party relationships play in their success and resilience, it only took a global pandemic, ongoing disruption of global supply chains, an underappreciated geopolitical event, and significant cyberattacks on software vendors responsible for critical infrastructure. It is only a matter of time before the repercussions affect their company, clients, vendors, suppliers, partners, affiliates, or subsidiaries encounter a breach, attack, or disruptive event.

ServiceNow was Named a Leader in the 2022 Gartner Magic Quadrant for Enterprise Agile Planning Tools for Second Consecutive Year

In the 2022 Gartner Magic Quadrant for Enterprise Agile Planning (EAP) Tools, ServiceNow has been positioned as a leader. This is the second year in a row that ServiceNow has been ranked as a leader and has received recognition for its Strategic Portfolio Management Solution, formerly known as IT Business Management, for fourth consecutive year.

ServiceNow Strategic Portfolio Management, which is based on the Now Platform, provides business agility by enabling organizations to plan, coordinate, deliver, and track business outcomes across various enterprise platforms. To help guarantee that all stakeholders and investments are aligned to customer value regardless of the technique teams use to deliver work, ServiceNow Strategic Portfolio Management now includes new out-of-the-box support for Scaled Agile frameworks like SAFe.

We believe being recognized by Gartner as a Leader for our work in Enterprise Agile Planning for the second consecutive year speaks volumes to what our Strategic Portfolio Management solution can deliver for organizations looking to remain agile in a constantly changing world,” – Yoav Boaz, General Manager of Strategic Portfolio Management business unit at ServiceNow.


The "great reprioritization" and the rapidly evolving business landscape are dilemmas that the working world is still dealing with. To differentiate their organizations and acquire a competitive edge, leaders are looking for technology that can swiftly and flexibly produce meaningful results and ServiceNow is helping to make the world work better for everyone. If you liked this article, then check out our blog "Interesting Facts about ServiceNow."

Topics: ServiceNow, ServiceNow ITSM

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