"A surprising move, but is this a response to ServiceNow? According to SVP & GM IT and HR Service at Salesforce,Muddu Sudhakar, it is a logical extension for existing Service Cloud customers. Nevertheless, the choice of ITSM is quite striking. Salesforce could also have opted for HCM, Finance or ERP, but deliberately chose IT Service Management. Sudhakar explains: "It's a natural step. Customers who use Salesforce Service Cloud ask us: you do this so well for customer service, why not for IT service?""
"Still, we can't entirely separate it from ServiceNow, which has adjusted its strategy and focused heavily on the CRM market for the past two years, the category in which Salesforce was born. Salesforce is now suddenly focusing on ServiceNow's flagship product, ITSM. In addition, Salesforce launched Agentforce for HR Service earlier this year, which now has 180 customers. Three guesses as to what the second category is in which ServiceNow is strong, alongside ITSM: HR."
Salesforce added IT Service Management to its portfolio with Agentforce IT Service, a full ITSM solution built on the Agentforce platform. The solution extends Service Cloud capabilities to IT use, aiming to support incident, problem, change, and release management and to include a Configuration Management Database for endpoints and devices. The company previously released Agentforce for HR Service, which has reached 180 customers. The timing and product choice place Salesforce in direct competition with ServiceNow by targeting the ITSM and HR service categories and encouraging existing customers to adopt a unified service platform.
Read at Techzine Global
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