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Kicking off its annual user group meeting in San Francisco, Knowledge14, ServiceNow fires a volley across the bow, unveiling what it’s been working on for years: “closed-loop change management.


Surely there’s something more exciting in ITSM today? So, my colleague, Eric T. Tung, and I headed over to the Moscone Center and talked to attendees about the New IT. It’s not magic, but it does turn IT into what it's meant to be:


  • K14 Pedicab Small.jpg
    Immediately provision great ideas. Innovation can’t wait a week for servers to spin up, and cost should no longer be a problem when testing new ideas.
  • Automatically address security gaps with self-patching systems and self-generating audit reports.
  • Stay productive. IT gives you a “loaner” laptop – personally configured with all your content – while emergency maintenance stops your hard drive from crashing.

Unfortunately, many help-desk software vendors lack the modern technology that excites IT teams, such as formless requests, context-aware services, crowdsourced knowledge sharing.



The IT form is dead. Long live formless IT. Social media is the heartbeat that drives MyIT. In addition to communicating with  help desk experts and colleagues, users can interact with IT in a modern, formless way. If you need, for example, VPN access because you’re traveling, you simply write a post saying exactly that. As you type, MyIT immediately matches your inquiry with knowledge management articles. If you want to address the post to a specific person, group, or asset, simply reference them with an “@” symbol just like you do on Twitter. The magic really begins when you use various symbols to convert simple posts into real ITIL® processes. By adding the words “!Request,” “!Appointment,” or “!Incident” to a post, MyIT automatically converts them into actions for the help desk.


MyIT is the only IT product to provide context-aware knowledge and support. Users can interact with virtual and physical points of interest on a map of their office, store, or factory. You can also book a conference room, find a printer, leave a social recommendation, or report a problem by simply interacting with these points of interest via a mobile device or desktop interface. IT knows your role, equipment and history.


Taking social IT to another level, MyIT introduces crowdsourcing to map and manage the IT environment. Users can add assets to the location-aware maps in MyIT with a few swipes and clicks. MyIT knows where you are, so all you need to do is specify the resource you want to add. IT can control who can add what to the maps and determine the information that needs to be included. In the same manner, users can report outages, providing IT with a real-time flow of asset updates. And by building a repository of crowdsourced problems (with resolutions), IT becomes an information powerhouse, where users can find answers to all their questions with little effort.To give you some context and my own perspective, I put together a few examples of what the new IT is all about for the markets that we play in, and for the folks that we sell to.

It's not magic. But pretty cool.

For the next few days, Eric and I will try to educate the market about the value context-aware, formless and crowdsourced IT bring to their businesses. You can follow us through the show here, here and here.