ServiceNow & Amazon Web Services announce five-year strategic collaboration

ServiceNow has declared a five-year Strategic Collaboration Agreement (SCA) with Amazon Web Services (AWS). The collaboration is set to commence in early 2024, with ServiceNow's platform and full suite of solutions becoming available as a Software-as-a-Service (SaaS) offering in the AWS Marketplace.

This strategic partnership aims to provide joint customers with new ways to purchase and use ServiceNow solutions, including industry-specific, AI-powered business applications to be hosted on AWS. The agreement focuses on adding intelligence to crucial business workflows and watermarking automation applications, with initial emphasis on manufacturing, supply chain, call centres, and cloud transformation use cases.

Combining the scalability and reach of AWS with ServiceNow's intelligent platform will aid in optimising performance, maintaining agility and supporting a more flexible, efficient environment for infrastructure management. "By entering into an SCA with AWS, we're taking another major step in accelerating end-to-end business transformation," stated Paul Fipps, President of Strategic Accounts at ServiceNow. The partnership aims to put customers' AI to work for their business.

The joint venture will take advantage of the vast experience of both companies, AWS being the world's foremost cloud and ServiceNow, serving approximately 85% of the Fortune 500. The companies have developed integrated solutions native to AWS. Among these is the AI Call Center solution, a ServiceNow Customer Service Management (CSM) integrated with Amazon Connect, designed to streamline case management through advanced contact centres powered by AWS AI technology and ServiceNow workflows. The solution leverages ServiceNow's Now Assist and Amazon AI/ML-powered analytics to enhance resolution time and customer satisfaction.

A highlight of the collaboration is the innovative cloud transformation solution which establishes a Cloud Center of Excellence (CCOE) with the ServiceNow platform allowing for comprehensive visibility of cloud workloads. It paves the way for driving AIOps, SecOps and Risk outcomes, as well as accelerating cloud adoption within the cloud service catalogue.

ServiceNow, in conjunction with AWS, is also working with a leading automotive manufacturer to bring forward innovative solutions using ServiceNow's AI capabilities and AWS AI services. These include an automotive manufacturing solution that encompasses the entire vehicle lifecycle, from issue notification to mechanic instructions, to notification of completion.

Another intriguing offering is a supply chain solution – a forward-looking, streamlined approach to supply chain management. The solution makes use of AWS Supply Chain's real-time data and machine learning capabilities, together with ServiceNow's service management tools which automate tasks and improve service delivery.

The collaboration will usher in ServiceNow's availability on AWS and in AWS Marketplace to U.S.-based private sector companies in early 2024, along with these newly co-developed solutions. The mission of this venture is to provide greater business value for customers across various industries.