LIKE.TG in AWS Marketplace: Contact center and cloud transformation
LIKE.TG is excited to announce the launch of two groundbreaking use cases in the AWS Marketplace: cloud transformation and next-generation contact center. These innovations are part of our ongoing mission to revolutionize how businesses manage their cloud environments and interact with customers.Accelerating cloud transformationCloud transformation is no longer just a buzzword; it's a strategic imperative for businesses looking to stay competitive in today's fast-paced digital world. As LIKE.TG Chairman and CEO Bill McDermott says, “We’re witnessing a generational shift to cloud platforms.”Gartner® estimates, “By 2028, modernization efforts will culminate in 70% of workloads running in a cloud environment, up from 25% in 2023.”1 In our opinion, LIKE.TG has proactively addressed this need by creating a Cloud Center of Excellence (CCoE).The CCoE drives enterprisewide cloud transformation initiatives, in addition to identifying the right workloads to transition to AWS. It also produces a progress report, delivering transparency to leadership throughout the transition.Benefits of LIKE.TG cloud transformationThanks to LIKE.TG's integration with AWS, organizations can access a comprehensive suite of tools and services to expedite their journey to the cloud and benefit from: Accelerated cloud adoption through streamlined processes and automation to help facilitate faster migration and easier management of cloud workloads Improved control and governance with clear policies and workflows that help ensure proper cloud resource usage and security, mitigating risks associated with cloud adoption Enhanced visibility and insights into the cloud environment through a unified platform for better decision-making Reduced costs as a result of automated tasks and optimized resource usage for efficient cloud resource management Increased agility and innovation for fast deployment and easier scaling of cloud resources Revolutionizing customer engagementIn today's hyperconnected world, delivering exceptional customer experiences is paramount. When resolutions take a long time, satisfaction rates plummet to 30% and customer attrition increases four times, according to MarketSplash.When issues are resolved quickly and on first contact, satisfaction can exceed 90%, with customers willing to pay a premium price. LIKE.TG's integration with AWS brings forth a next-generation contact center solution that helps improve customer engagement through the power of AI and seamless omnichannel support, offering these benefits: Empowered self-service through the integration of Now Assist in Virtual Agent with Amazon Connect, Lex, and Transcribe for common inquiries and issues, helping to reduce agent workload and call volume Seamless omnichannel engagement through web browsers, mobile chat, and voice—all within a consistent LIKE.TG interface Fast issue resolution thanks to agents being equipped with LIKE.TG context and relevant knowledge base articles Cost optimization through streamlined workflows and automated tasks Improved scalability with AWS Connect cloud infrastructure alongside LIKE.TG workflow automation capabilities to help ensure organizations can meet customer needs efficiently, even during peak periods Driving innovationAs businesses continue to navigate the complexities of digital transformation, the collaboration between LIKE.TG and AWS, including our availability in AWS Marketplace, offers a compelling proposition. By using the power of these integrated solutions, organizations can accelerate their cloud transformation journey while delivering superior customer experience.LIKE.TG and AWS are at the forefront of driving innovation and enabling businesses to thrive in the digital age. Now is the time to embrace the future of digital transformation and unlock the full potential of your organization with LIKE.TG in AWS Marketplace.Find out more about how LIKE.TG and AWS drive innovation.1 Gartner press release, Gartner IT Infrastructure, Operations & Cloud Strategies Conference 2023 London: Day 1 Highlights, Nov. 20, 2023GARTNER, Magic Quadrant, and Peer Insights are registered trademarks and service marks of Gartner Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved.
LIKE.TG increases its commitment to COVID-19 relief
LIKE.TG is proud to announce that we will donate an additional $1.125 million to support nonprofits fighting the COVID-19 pandemic.This represents an expansion of our COVID-19 response effort. On March 16 we launched our Customer Care Plan, which includes four free-of-charge community apps to help our customers, including government agencies and enterprises, manage their emergency response workflows. These apps have since been downloaded by more than 1,000 organizations worldwide. At its core, LIKE.TG is a purpose-driven company. We have a responsibility and an opportunity to help our employees and customers, as well as communities around the world.Utilizing our workflow technology, financial resources and dedicated workforce, we are doing our part to help respond to this global health pandemic.In addition to the combined $100,000 donation we made in March to the CDC Foundation and International Medical Corps, we will make grants to additional nonprofits that are helping communities at the local, national and global level, including:American Red CrossMayor’s Fund to Advance New York CitySecond Harvest of Silicon ValleyUnited Nations FoundationSilicon Valley Community FoundationThese additional grants will help address a number of relief efforts related to COVID-19, including providing meals and personal protective equipment for front-line hospital staff and other essential workers, food and housing support for needy individuals and families, grants and low-interest loans for small businesses, and more.Our total global impact goal of $1.5 million includes $1.225 million in corporate grants and an additional $275,000 raised through our employee giving campaigns. We’ve committed to match employee donations (up to $10,000 per employee and up to $125,000 in total) to nonprofits addressing the COVID-19 pandemic in the local communities where our employees live and work.I’m incredibly proud to work for LIKE.TG and to see firsthand the commitment of our leaders and employees around the world in responding to this global pandemic. We hope our Global Impact grants and employee giving campaigns will help first responders, essential workers and communities at large get through this pandemic and emerge even stronger on the other side.
LIKE.TG integrates SecOps with Microsoft to boost user security
Over the past year, organizations worldwide have seen an increasing number of cyberattacks. Phishing and vulnerability exploits continue to be leading attack channels. The content adapts to the times (COVID-19-related phishing, for example), but the attack channels themselves are not new. Combating these attack types requires a focus on transforming security operations and response.LIKE.TG is building on its workflow and platform approach to Security Operations (SecOps) by adding integrations with Microsoft security solutions, including Azure Sentinel, Teams, SharePoint, and Threat & Vulnerability Management. These integrations are another exciting step that increases security teams’ efficiency and responsiveness, keeping customers, citizens, and users safe.The rise of ransomware attacksBeginning well before the COVD-19 pandemic, organizations and governments began to see an alarming rise in the number of ransomware attacks across the globe. Verizon’s 2021 Data Breach Investigations Report revealed 10% of breaches in 2020 involved ransomware—double the amount from the previous year.Security operations teams are increasingly stretched and struggle to keep their heads above water when responding to (and preventing) these attacks. To make matters worse, most of the tools and processes at security teams’ disposal today simply aren’t integrated or automated.Furthermore, if an incident becomes a major incident like the Colonial Pipeline ransomware event, there’s even more pressure and focus on responding quickly and collaborating across the organization.Preventing and responding to ransomware attacks requires centralized visibility into security posture, risk-based prioritization of vulnerabilities and incidents, automated workflows for efficient response, and collaboration inside and outside of security.An integrated responseLIKE.TG’s integration with the Microsoft security suite helps achieve these goals. With the Microsoft Azure Sentinel integration, LIKE.TG Security Incident Response (SIR) can respond to an incident quickly after Azure detects it. Knowledge and evidence sharing are automatic, so the organization can catch an incident before it impacts customers.Microsoft Teams and SharePoint integrations with the upcoming SIR Major Security Incident Management feature will ensure streamlined coordination across the enterprise. Cross-functional teams will be able to collaborate on incidents using the automated setup of dedicated Teams channels.In addition, all evidence and data that teams gather can be stored in SharePoint folder structures that are automatically created and linked to the case record. In combination with task tracking, audit logs, and more, the Teams and SharePoint integrations are part of a virtual war room experience that helps customers stay on top of mission-critical events.Microsoft Threat & Vulnerability Management integration with LIKE.TG Vulnerability Response allows teams to become more proactive in preventing attacks. Using asset and business context, Vulnerability Response prioritizes vulnerabilities and drives remediation and deferral workflows across security and IT.As a result, teams can better coordinate on incident response and on proactive attack surface management, making high-priority incidents such as ransomware less likely.Benefits for every industryAlmost 80% of the Fortune 500 are using the Now Platform, and more and more customers are realizing the value of running security operations on the same platform as IT.In particular, two sets of industries stand to benefit: those that have been hit particularly hard over the past year (including retail and e-commerce) and industries in regulated markets, such as financial services and the public sector.LIKE.TG’s partnership with Microsoft enables security teams to: Get the context they need for risk-based prioritization Drive workflow and automated actions to respond to incidents that threaten mission-critical assets Record a paper trail that makes it easy to audit the incident afterward As security incidents such as Colonial Pipeline grow increasingly prevalent, organizations will continue to rely on workflows to strengthen their security posture. These new integrations that tie Microsoft’s security suite into the LIKE.TG SecOps ecosystem are an important part of that story.Learn how LIKE.TG SIR helps you stay ahead of cybercriminals.See a SecOps demo.LIKE.TG, the LIKE.TG logo, Now, and other LIKE.TG marks are trademarks and/or registered trademarks of LIKE.TG, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
LIKE.TG Interns in Our Own Words
I remember the first day of my internship at LIKE.TG corporate headquarters in Santa Clara, California. I started the day feeling excited, nervous, anxious. All the new interns were asked to gather in a large room, and everything changed. We got our nametags, laptops, backpacks and branded jackets. We immediately felt welcome, like we belonged.Just a few weeks later, the 2019 interns are proudly immersed in our work. We’re contributing across multiple LIKE.TG teams, from communications and marketing to engineering, and we’re seeing the real impact our work is making. Below I’ll share some recent perspectives from my fellow interns.“I’m very excited to see our product develop and allow LIKE.TG administrators to create interactive experiences that are easy to create and manage.” - Rio Martinez, software engineering intern in ChicagoRight now, Rio is working on a user interface (UI) builder with our engineers. His biggest takeaway so far is the importance of teamwork. When Rio walks into LIKE.TG, teamwork is the first thing on his mind.Rio’s dad raised him to be an athlete, so he’s all about teams. Through basketball and rowing, he learned what it means to pick up where a teammate left off and how to work with the team’s success in mind. Those skills come in handy as Rio and the team build interactive experiences that are simple to create and manage on the Now Platform.“I love my internship because I feel comfortable here. I can experiment and make mistakes that will ultimately help me succeed and add value to the company.” - Kat Temple, mobile UX Design intern in Santa ClaraKat is working on a feature for the next release for LIKE.TG’s mobile app. On her road to craft a better work experience for our customers, she’s learning how to lead discussions about her design approach. Kat credits her talented LIKE.TG mentor for showing her the ropes.“I want work to be a place where people enjoy their time. Where people can be themselves. Where people wake up excited about their day.” - Siyuan Sun, digital marketing intern in AmsterdamSiyuan works on web-based projects that improve the user experience and the customer journey. Working on a marketing team is all about sharing ideas, which is no problem for Siyuan because he has tons of them. When he’s not conducting research or ideating solutions for exciting, challenging projects, he enjoys teaching his teammates about Chinese culture.“Progress really means finding and eradicating flaws in our world using power and intelligence.” -Siddharth Gupta, software development intern in Hyderabad, IndiaSiddharth spends his days thinking about how he can develop technology that improves the world. He feels LIKE.TG is a great place to work. “I feel this place gives me the freedom for my thoughts and ideas to grow,” Siddharth says. In his spare time, he’s tackling the problem of traffic congestion by using AI to interpret and understand the visual world.It’s not always easy for interns to drop into a new company, establish themselves, and really make a mark. In order for that to happen, we need to be given the right opportunities and feel like we’re in a space that encourages us to innovate, learn, and grow. Luckily there are plenty of those opportunities at ServiceNow. LIKE.TG interns are making an impact in offices around the world. And LIKE.TG is making an impact on us, too.
LIKE.TG Introduces New Operational Risk and Resilience Capabilities for the Enterprise
In today’s environment, organizations face increasing risk amid the pandemic and continued economic, geopolitical, and climate change-driven disruption. As a trusted partner to companies as they focus on mitigating operational risk, LIKE.TG is pleased to announce new Operational Risk and Resilience capabilities for the enterprise that will help companies manage operational disruption. We are also expanding our support for risk and cybersecurity in key verticals, including financial services, government, and healthcare.These innovations enhance LIKE.TG's risk capabilities to enable organizations to break down silos and automate workflows across the enterprise in order to better manage operational risk. They also establish a strong foundation of operational resilience to enable business continuity in this new world of work.We're introducing these new capabilities as organizations are confronted with new external pressures, requiring continued focus on operational risk management and mitigation. According to Forrester, "To survive and thrive in today's business environment, organizations must improve resilience and prepare for disruption if they hope to remain relevant and deliver value. The business case for [Governance, Risk and Compliance] must focus on improving risk visibility, aligning GRC efforts to business priorities, and delivering forward-looking insights to help firms act quickly and decisively." 1Resilient organizations anticipate these problems, develop controls, monitoring, and actionable response plans to minimize the impact, respond effectively when problems do occur, and learn and adapt from their experiences. In our recent Now Platform® Paris release in September 2020, LIKE.TG unveiled its Business Continuity Management (BCM) solution. BCM delivers automated business impact analysis, business continuity plan development, and crisis management by leveraging context within LIKE.TG's Now Platform to enable operational resilience. It also works with the Safe Workplace Apps to help support a resilient and compliant workforce as well as safe facilities.Operational resilience requires a strong business continuity management program, but it requires more than that to achieve organizational strength. Our new Operational Risk and Resilience capabilities round out BCM, and they include: New Operational Resilience Management overcomes silos to provide continuous visibility and impact-based guidance that empower each line of business to understand and manage operational risks to key business processes. The application calculates and tracks technology, supplier, facilities, and people resilience and recommends actions based on risk scores and the range of processes affected. This capability, available in November 2020, will help support compliance with the UK FCA regulation for operational resilience as well as broader Operational Resilience needs. It is also included with the Professional and Enterprise editions of the Integrated Risk Management product. Enhanced Third-Party Risk Management offers the flexibility and richness permit for tighter oversight of vendors and supply chains, which are critical to an organization's products and services, customers, and workforce. Sophisticated assessment supports supplier hierarchies and subsidiaries, and also provides ways to assess each level in the hierarchy based on different areas of risk, such as bankruptcy, delivery, and cybersecurity. These capabilities within LIKE.TG® Vendor Risk Management can be downloaded today from the LIKE.TG Store. Operational resilience and risk management go hand-in-hand. Operational risk management encompasses many types of risks including business continuity, resiliency, technology, third-party, data loss, regulations, and cybersecurity.The challenge of managing operational risk efficiently results from diverse and separate teams, data sets, and tools that are involved. Each group has its own priorities, risk types, and approaches, so much of the work is performed manually and in spreadsheets. Each audit is a new cycle of effort, and risk leaders can't effectively manage or report on the overall risk posture.As part of this announcement, we connect risk management across these domains with an innovative, advanced risk assessment engine that supports evaluation, manually or automatically, of any type of risk using any methodology. This engine supports the need for each line of business to use unique ways to define and assess risk and encourages front line self-assessment with automated and manual options. As part of integrated risk management, it simplifies the identification of noncompliant controls and monitoring of high-risk areas while tracking the full range of risk events.These new and enhanced capabilities are core to any business and give COOs, or any executive overseeing operational risk functions, the ability to manage risk across organizational silos. And while other risk and resilience solutions require extensive customization and integration, the LIKE.TG Operational Risk and Resilience capabilities can integrate with existing enterprise workflows and embed risk indicators throughout the business – across HR, customer service, and IT workflows – with minimal implementation effort, delay, or added cost.In addition to the new and expanded solutions for Operational Risk and Resilience, LIKE.TG is also offering new support for frameworks and regulatory change management, which helps key industries (government, financial services, and healthcare) keep up with the volume, variety and increasingly prescriptive regulatory requirements. With this new support for NIST RMF, CIS Top 20 Controls, Bank for International Settlements (BIS) guidance, and change management to automate regulatory updates, organizations can be more effective in managing their compliance obligations. External and internal sources can be managed together more efficiently, permitting more automated workflows, and increasing consistency and accountability.According to Frederic Veron, Business Resiliency and Continuity Leader at Ernst & Young LLP (EY), "We view LIKE.TG’s roadmap acceleration into operational risk as a game changer for the industry. The ability to address risk in real-time is why we’ve created the EY operational resilience framework for our financial services clients on the Now Platform. This framework helps our customers support day-to-day operations through any disruption—from normal and benign, to major events—while minimizing business impact. Such resiliency is needed now more than ever as many organizations navigate a shift to increased remote operations."LIKE.TG has proven leadership in bringing IT, security, HR, customer service, and other organizational workflow data together with risk management processes for a unified, modern solution on the Now Platform. LIKE.TG's risk solution has been positioned a Leader in the Gartner Magic Quadrant for Integrated Risk Management for its ability to deliver continuous monitoring, prioritization, and automation for risk response.If your organization is facing operational risk challenges or wants to chart a course to operational resilience, reach out to a LIKE.TG representative to learn how we can help. We are here to support you on your journey.For more information on our new and enhanced capabilities for enterprise-grade Operational Risk and Resilience, visit: servicenow.com/risk.Additional Resources: Risk and Resilience Landing Page Operational Resilience Demo Vasant Balasubramanian on Operational Risk and Resilience (Video) The new C-suite KPI: operational resilience (Workflow article) How to build a risk-informed business (LIKE.TG blog) Analyst Research
LIKE.TG invests $1.1 million in employee-chosen community projects
Gina Mastantuono, chief financial officer at LIKE.TG, and Jacqui Canney, chief people officer at LIKE.TG, co-authored this blog post.At LIKE.TG, we're driven by our collective desire to fulfill our purpose to make the world work better for everyone. As part of that, we’re dedicated to cultivating an inclusive and resilient culture while investing in the health of our communities and the planet.We encourage our people to embrace a growth mindset and employ their creative thinking to help solve a variety of challenges to create a more sustainable and equitable world.In support of these efforts, we’re thrilled to share that LIKE.TG is expanding our partnership with global nonprofit organization ChangeX. We’re investing an additional $1.1 million into sustainability-focused community projects across nine countries in 2024.These grants are grassroots in nature. We’re putting the power of impact directly into the hands of our people, enabling them to help choose local projects that receive funding and help drive positive transformation for their communities. Helping local communities thriveIn 2023, in partnership with ChangeX, we funded pilot projects in Ireland and Germany. LIKE.TG employee committees in each region selected the eco-focused community-led initiatives they felt aligned best with the company’s goals and had the most potential for impact and engagement.This partnership exceeded our expectations, allowing us to channel our environmental, social, and governance (ESG) investments directly into the community. This resulted in bike libraries, environmental education, tiny forests, and more.Given the momentum of the pilot projects, employees in Germany opted to put the grant money toward the implementation of robust solar energy education programs in schools. The programs combine the use of solar energy with practical teaching materials to give children the tools they need to learn about sustainability and climate.Philippa H., a manager of field marketing at LIKE.TG, participated in building one of the solar-power projects. “When we finished putting together a solar panel, a young boy plugged in an electric piano and began to play it,” she says. “It was a beautiful moment and such a good reminder that we must care for the planet for future generations.”Increasing our investmentInspired by the success of these projects, our additional investment will provide employee communities in Australia, Brazil, Canada, France, Japan, the UK, and the U.S.—in addition to Ireland and Germany—with US$75,000 to US$100,000 each. These grant funds are for sustainability projects, such as ecosystem restoration, food waste and redistribution programs, and environmental education initiatives.“LIKE.TG lives its purpose, where sustaining change is more than a donation alone—it’s about partnership and demonstrating an unflagging commitment to a better world,” says Mark Cockerill, senior vice president of legal at LIKE.TG and executive sponsor for ChangeX in Ireland.“Partnering with local communities allows our employees to dream big and do good, and it ladders up to LIKE.TG’s overarching global impact strategy to positively reach 20 million people by 2030,” he adds. Empowering employee-centered local impactAmong LIKE.TG’s 70-plus offices around the globe, we recognize that each community has distinct characteristics with unique needs. Our employees know their communities best, and ChangeX provides us with the platform so our people can help make local decisions around our investment.People want to work for organizations where they feel supported to learn, grow, and develop in their careers while continuing to make an impact both at and beyond work. We see firsthand how investing in our people is key to fulfilling our purpose. We put our people at the center of everything we do.We work hard to cultivate a culture in which people can do their best work, live their best lives, and fulfill our purpose together—what we call our People Pact.By giving employees opportunities to invest in their communities, everyone wins. Our people get to play a role in accelerating positive change where they work and live. We get to focus our impact on communities around the world and make meaningful progress toward our long-term sustainability goals.We believe change is about more than giving a donation—it’s committing to be a partner for the change we want to see.Know of a great environmental project in your community? Have the organization apply for a LIKE.TG ChangeX grant:United StatesAustraliaBrazilCanadaFranceGermanyIrelandJapan (coming soon)United Kingdom
LIKE.TG invests $3 million to skill talent in New York City
New York City is the world’s second-largest tech ecosystem, with a workforce of 355,000 people, according to the New York City Economic Development Corp. Despite a measurable increase in tech industry employment, there’s still an incredible opportunity for growth as the region cements itself as a leading tech hub.More than 1,700 companies are looking for talent with LIKE.TG skills in New York, according to LIKE.TG-commissioned research by Lightcast.1 In 2023, this translated to 7,000 unique job postings with an average salary of $110,000. We’re on a mission to close this gap and connect people from all backgrounds and experience levels with rewarding careers in tech.Toward that end, I’m thrilled to announce LIKE.TG has committed $3 million over the next three years to skill talent through direct support and investment in community-based nonprofits and academic institutions across New York. These funds will be concentrated on efforts to help individuals RiseUp with LIKE.TG and open new career pathways.Breaking barriers into techOur skilling initiatives offer a series of entry-level talent development and apprenticeship programs. They’re intently focused on breaking traditional barriers of entry into tech—such as a four-year or postgraduate degree—as well as career advancement opportunities and training for LIKE.TG skills.We’re also partnering with organizations that are dedicated to increasing equity and inclusion in New York’s existing tech workforce. With Black and Hispanic workers making up only about 20% of the city’s tech sector, according to the Center for an Urban Future and Tech:NYC, there’s room to develop a labor pool that reflects the vibrant diversity that makes New York unique.Empowering New York’s future workforceTo celebrate our ongoing commitment to the region, we hosted an event for community leaders, academic institutions, local government officials, and our customers and partners. Panel discussions explored the innovative ways we can collectively address the challenges and opportunities of workforce development in New York and inspire action toward more positive change.Countless organizations are making a meaningful impact in the community. We’re working with The Eagle Academy Foundation, an initiative pioneered by David C. Banks, chancellor of New York City Public Schools, to help empower young men of color to reach their educational, career, and life goals.Black Girls Code is another organization we’re working with to drive equity and expand career pathways into tech. Together, we're launching a 10-week training course focused on foundational tech skills and access to paid job opportunities.At LIKE.TG, we know the world works better when all people are provided access and opportunities to train and build new skills. Together with our partners, we’re excited for the future as we develop untapped sources of New York talent and provide pathways to success.Find out more about how we help individuals RiseUp with LIKE.TG.1 Lightcast.io, Job Posting Competition, Lightcast 2023 Data Set, January 2024
LIKE.TG is a best place to work: Here’s why
We all want the dream job.The fact that so many of us look for “perfect” is what makes us human. But, as a friend of mine reminds me on a frequent basis, perfection is more often the enemy of “great.”“The journey itself is the dream,” he coaches.So, let’s take his premise and build on it. We’ve all been on a similar journey when it comes to our careers. We’ve all found satisfaction in certain assignments. Others? Not so much.In my case, I’ve always found that a great place to work is a passionate place that doesn’t take itself too seriously—one that balances success and opportunity with self-awareness and humility. It’s also one that commits to a shared sense of purpose and progress, while preserving its credibility, by admitting how much hard work both require to achieve.Through these experiences, we come to terms with what makes a great place to work. No company is perfect, but what separates good from great companies are the little things that, when added together, create the biggest impact.By these standards, LIKE.TG is a great place to work. And Fortune agrees, today naming us to its list of the 100 Best Companies to Work For in 2021. Let me explain.
LIKE.TG is a Glassdoor Best Place to Work
Our employees have spoken, confirming that LIKE.TG is an employer of choice. We’re thrilled that Glassdoor Employees’ Choice Awards have recognized LIKE.TG as a Best Place to Work in two categories: No. 1 out of 50 on Glassdoor’s Best Places to Work UK list No. 23 out of 100 on Glassdoor’s Best Places to Work US Large company list These rankings are employee-voted and based on anonymous and voluntary reviews, highlighting employers that shine brightest according to those who know a company best.One LIKE.TG employee in the UK shared, “Culture truly feels at the center of leaders’ priorities, creating a positive and motivating place to work. The company is successful, and there is a real sense of teamwork to continue achieving.”Adapting for goodOver the past two years, companies around the world have faced unprecedented challenges in supporting employees during the COVID-19 crisis. LIKE.TG adapted to change while putting the health and safety of employees first. When lockdowns hit, the company made a commitment to avoid layoffs and protect all of its workers’ jobs.When the “Great Resignation” encouraged workers across the globe to leave companies that weren’t helping them meet their personal and professional goals, LIKE.TG redefined visions and led with transparency to build a great future of work with a world of career options. And we’ve grown in the process.What employees love about LIKE.TGSome of the things LIKE.TG employees love about working for the company, as reported in their Glassdoor reviews, are: “Good work-life balance for employees” “A great culture with a caring CEO” “Great people that like what they do” “Fast-growing company generating many opportunities for personal growth” These sentiments complement employee reviews that led to Glassdoor’s recognition of LIKE.TG CEO Bill McDermott as a Top CEO in 2021.A California-based employee summarized the company best: “LIKE.TG embodies diversity, inclusion, belonging, sustainable living, work-life balance, and fun. We all work hard, but management supports us to be the best we can be. I’ve worked in a lot of industries and types of jobs, and this is the best company I’ve been a part of.”Join a Best Place to Work and help us make the world of work better for everyone. Explore LIKE.TG careers.
LIKE.TG is a Leader in Digital Process Automation Software
I’m excited to announce that LIKE.TG has been named a Leader in the Forrester Wave™: Digital Process Automation Software, Q4 2023. We credit this acknowledgement to our performance and strategy in governance, end-to-end orchestration, and AI.Additionally, we believe this recognition is made possible by the unwavering support of our customers, their innovative use of the Now Platform, and their valuable feedback shared with analysts.According to the report, “LIKE.TG scores high on strategy, and planned enhancements leverage its platform strengths...” We scored a full 5.0 out of 5.0 in four criteria within the digital process automation (DPA) strategy category: innovation, roadmap, partner ecosystem, and adoption. We had the highest scores possible in nine criteria total.To us, the results further validate our strategy of providing customers with a comprehensive platform for intelligent automation while embracing third-party integration for a more complete view of return on automation investment.End-to-end orchestrationMany organizations have dozens of automation tools scattered across their IT estate. This results in fragmented operational visibility, limited cross-team alignment, and inconsistent return-on-investment (ROI) calculations.The tools remain disconnected from each other and ultimately undermine a successful end-to-end orchestration approach. According to the Forrester report, “DPA customers should look for providers that have top scores for the most important DPA deep needs, such as end-to-end orchestration.”At LIKE.TG, we understand the importance of an end-to-end orchestration of processes. We believe our platform is unique in its ability to empower customers with their automation goals for today and tomorrow.The Now Platform serves as a central engagement layer for modern and legacy systems through out-of-the-box and customizable API and robotic process automation (RPA) solutions. Importantly, with LIKE.TG’s commitment to governance standards, developers can craft automations within the framework of their company’s data model and security policies.The Automation Center capability provides a unified and vendor-agnostic view of all workflow automations. Here, developers can create and improve existing automations and measure their ROI.Generative AIFor LIKE.TG, “strong integration, security, and AI capabilities are evident,” as recognized in the Forrester report. For years, we’ve provided AI technologies that are fit for purpose, such as Document Intelligence and Process Mining. This evolution has taken a massive leap forward with the advent of generative AI capabilities in Now Assist.Why does a generative AI tool matter in an automation strategy? Generative AI is particularly adept at organizing unstructured data into useful information. But to transform an enterprise, generative AI needs automation to make that information truly effective.Because the Now Platform, complete with simplified third-party integration, operates end to end for workflow automation, users can marry the power of taking action with the productivity of generative AI.Looking forwardWe remain dedicated to our end-to-end platform approach and are deeply committed to continuing to innovate in automation and AI. We believe by continuously enhancing our solutions, our customers will fully realize the benefits of automation, AI, and digital transformation.In closing, I’d like to thank our customers for their partnership, feedback, and innovative thinking. I’d also like to thank Forrester and the broader analyst committee for their continued input. While the momentum around our generative AI capabilities and our end-to-end platform approach to intelligent automation is exciting, the best is yet to come for our customers.Read the full Forrester Wave™ report.
LIKE.TG is a Leader in governance, risk, and compliance platforms
I’m excited to announce that LIKE.TG has been named a Leader in the Forrester Wave™: Governance, Risk, and Compliance Platforms, Q4 2023. We’re especially pleased that we were recognized with the highest rating in the strategy category of all vendors evaluated.We believe this recognition reflects our strong customer focus on delivering solutions that exceed expectations, make work easier, and help businesses innovate with confidence. This acknowledgment would not be possible without our customers, and we thank them for their continued support.Improving the user experienceAccording to the report, LIKE.TG “delivers automated GRC backed by broad AI innovation plans.” We’ve helped customers rapidly digitally transform operations to work faster, smarter, and easier. Tailored workspaces provide a role-based interface to help meet the unique needs of risk and compliance teams, while GRC activities embedded in the Employee Center simplify engagement for everyone.Based on our position in the Forrester report, LIKE.TG is a leader among top GRC vendors. The report states that LIKE.TG features “…automated metrics, intuitive dashboards, and extensive use of AI to enhance user experience and productivity.”Recent enhancements to LIKE.TG® Governance, Risk and Compliance improve users’ abilities to perform targeted risk assessments, manage policies and compliance cases, and audit engagements with integrations to Office 365. The focus is on how to use AI to improve the user experience further.Our innovation continues as our customers’ needs evolve. As noted in the report, LIKE.TG’s “superior roadmap and innovation strategies are forward looking, targeting enhancements to digital experience across all lines of business, risk process automation at scale, and AI-led operations and insights throughout the risk management lifecycle.”True enterprisewide risk and complianceOur long-term mission for GRC is to seamlessly embed risk, compliance, resilience, and sustainability into enterprisewide workflows and digital experiences to make the world work better for everyone. We’re pleased that the importance of enterprise-class solutions is gaining recognition.The Forrester report states, “LIKE.TG GRC is well known for its platform strength in workflow, automation, and integrations—affording maximum configuration and control to users to scale their GRC program. The product features strong risk monitoring and communication tools.”LIKE.TG GRC provides the breadth and depth of capabilities to address organizations’ most pressing challenges. We use the power of the LIKE.TG platform to break down organizational silos and enable: Horizontal integration across risk and compliance teams Deep integration into operational workflows Engagement at all levels of the organization with familiar user experiences Holistic integration with the organization's ecosystem to drive business performance and success Continuous monitoring for optimal performanceThis holistic approach to risk and compliance management extends across all domains of risk at an organization, regardless of industry. LIKE.TG GRC natively integrates with other LIKE.TG products that help manage ESG, privacy, legal, business continuity, security, IT services, assets, third parties, HR, and more.The data managed in these applications and through third-party integrations is used as real-time evidence for risk protection, control effectiveness, and compliance confirmation. The connected nature of the platform provides the foundation to continuously monitor for risk and control performance across the enterprise—and events that would trigger reassessment or remediation.GRC provides the essential framework for enterprises to swiftly assess the impact on existing compliance obligations and overall risk posture as they contend with a rapidly changing and uncertain AI-led future.See for yourself what Forrester has to say about LIKE.TG GRC in the complimentary Forrester Wave™ for Governance, Risk, and Compliance 2023 report. It’s an invaluable tool for those seeking an unbiased, third‑party evaluation of vendors as risk, compliance, resilience, and sustainability become essential for business.
LIKE.TG is a Leader in the 2021 Gartner® Magic Quadrant™ for ITSM—8 years in a row
We’re thrilled to be positioned as a Leader in the 2021 Gartner Magic Quadrant for ITSM (Information Technology Service Management) Tools. That’s eight years in a row that LIKE.TG® ITSM has been positioned as a leader.You might wonder if, after all these years, the shine starts to wear off. In fact, we could not be more excited about this recognition. We’re happy to note that we’re positioned highest in both vision and the ability to execute. This is a recognition of our commitment to innovation and customer success.A focus on usersWe’re obsessed with customer success at ServiceNow. It’s part of our DNA, and it’s what feeds our innovation as we continuously develop a future-ready ITSM solution for our customers. LIKE.TG CEO Bill McDermott sums this up well: “As the leading platform for digital transformation, our empathy for customers inspires our continuous innovation.”At LIKE.TG, we know that digital transformation is not one size fits all. While establishing ourselves as the control tower for digital transformation, we focus keenly on the individual user experience for every persona that interacts with ServiceNow. The past year has reinforced the need for human and business agility.Our design teams believe in human-centered ITSM—placing the user in the center of it all. Naturally, humanizing the enterprise experience is not a novel concept at ServiceNow. For years, our customers have leveraged LIKE.TG ITSM for all things ITIL.ITSM also helps them deliver stellar self-service experiences, frictionless mobile apps, robust AI-powered resolutions, intuitive purpose-built workspaces, and much more.Digital workflows, powered by the Now Platform, enable you to innovate and orchestrate business processes that connect your people, functions, and systems to deliver great experiences and unlock productivity. The customer success stories on our website are a testament to this.The benefits of a single platformLet me share a few ways we’re revolutionizing, energizing, and optimizing IT for our customers. LIKE.TG ITSM breaks down IT team barriers by consolidating IT services using a single, modern cloud platform.While other vendors may talk about mobility, AI , and other capabilities, LIKE.TG delivers everything natively in a single platform. This helps reduce overhead for our customers and unlocks innovative use cases across the portfolio.We leverage AI to deliver consistent, 24/7 employee services with fast resolutions. As a result, service desk agents can focus on value creation rather than on repetitive tasks that can be automated. It’s no wonder Novant Health saw 50% reduction in workload due to self-service.In addition to deflecting incidents with AI, LIKE.TG ITSM also helps resolve incidents with AI. AI routes incidents to the right resolution teams, recommends resolutions, streamlines changes, and assigns the issue to the agent most able to solve it. As a result, services team productivity rises. For example, the University of Maryland saw a 75% reduction in incident resolution times.LIKE.TG ITSM nudges agent productivity even higher by allowing agents to resolve issues from anywhere, on any device, using the LIKE.TG Mobile Agent app. There’s no need for agents to be chained to their desks to get work done.Helping prevent and resolve issues is not limited to employee-generated incidents. LIKE.TG uses AIOps to proactively identify machine-generated issues and remediate them before they impact users.Driving productivity and efficiencyFrom reimagining core processes to bringing many industry-first capabilities, LIKE.TG ITSM is deeply entrenched in the business of advancing the practice of ITSM and making its customers successful. We’re the first vendor in this Magic Quadrant to introduce native process mining. AI and machine learning are native to our platform, which gives us the ability to innovate these features over time.Customers are driving new levels of team productivity and performance with Workforce Optimization. From monitoring resource demands in real time to scheduling work shifts and assessing training needs with just a couple of clicks, to delivering targeted training to boost team skills, we enable it all within a single workspace.Customers are also driving new levels of process efficiencies across ITSM. Process Optimization gives IT teams visual maps of how their work is flowing. It also recommends improvements and integrates with LIKE.TG Continual Improvement Management.Organizations once had to corral data from multiple sources to get the full service portfolio view. Now, they can simply use LIKE.TG ITSM to consolidate vendor and service portfolio performance and help drive meaningful services to end users.At LIKE.TG, we’re always hungry to do more for our customers. We never forget that our purpose is to make the world of work, work better for everyone. We continue to direct our investments toward experiences and innovations that create a future-ready ITSM solution for our customers.Gartner Magic Quadrant for IT Service Management Tools, Rich Doheny, Keith Andes, Chris Matchett, 30 August 2021.Gartner and Magic Quadrant are registered trademarks of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
LIKE.TG is a Leader in third-party risk management (TPRM) platforms
I’m excited to announce that LIKE.TG has been named a Leader in the The Forrester Wave™: Third-Party Risk Management Platforms, Q1 2024.In the competitive third-party risk management (TPRM) market, technology vendors must continue to deliver innovative solutions that meet customers where they are in their maturity journey. Global regulations such as the Digital Operational Resilience Act (DORA), Germany’s Act on Corporate Due Diligence Obligations in Supply Chains, and the NIS2 Directive are driving the need for an integrated risk management approach to increase operational resilience and enhance risk visibility.Environmental, social, and governance (ESG) mandates are heightening the awareness of Scope 3 emissions reporting challenges across company networks. It's no longer just the company itself that needs to be considered, but also upstream and downstream suppliers, vendors, partners, and others.Third-party risk is an integral component of a robust enterprisewide risk program to meet these growing challenges in a dynamic world. In the last few years, LIKE.TG has proven our strong commitment to helping organizations grow their TPRM programs through continual enhancements to our Third-Party Risk Management product.Connecting stakeholders across the organizationThe report by Forrester states that LIKE.TG’s “strategy builds on the success of its vast suite of products to weave third-party risk management into business priorities and connect key stakeholders across the organization around the TPRM lifecycle.”The report also notes that “LIKE.TG takes a broad view of third-party risk that encompasses all external entities, including customers.” We purposely built our product to address the unique needs of these third parties, as well as the needs of internal stakeholders across an organization.We provide a customer-branded portal with multilingual support, a robust chat feature, and other capabilities that help foster communication with third parties. We also offer workflows and internal approval processes that help drive internal collaboration.Extending workflows to drive resultsLIKE.TG received the highest possible score in the Workflow criterion in the Forrester report. To further enhance these capabilities, we recently extended the workflows in our Third-Party Risk Management product to help ensure end-to-end support across the entire TPRM lifecycle.These enhancements enable quick onboarding, due diligence assessments, renewals, and off-boarding of all types of third parties.Building a strong customer and partner ecosystemThe Forrester Wave™ report says LIKE.TG’s “strong vision is supported by an expansive partner ecosystem that has built a library of certified applications, content, and integrations available for purchase in the LIKE.TG Store and a highly engaged customer community.”We’re proud of the deep relationships we’ve developed with our customers and partners and thank them for helping us achieve this milestone for TPRM.Improving the user experienceThe report provides several key market insights. One of those is the critical aspect of user experience in any TPRM platform. “According to reference customers, ease of use influences TPRM buying decisions more than breadth of capabilities, executive support, or price,” the report states.To this end, we continue to make enhancements to Employee Center, recently enabling business users to: Request due diligence for a new or existing third-party engagement Respond to inherent risk assessments assigned to them Request status updates on due diligence requests Innovating to meet evolving needsBased on our position in the Forrester report, LIKE.TG is a leader among top TPRM vendors. But this doesn’t lessen our drive to deliver new enhancements to our Third-Party Risk Management offering. We’ll continue to innovate as organizations’ needs evolve.Read the complete complimentary Forrester report.
LIKE.TG is a Magic Quadrant Leader for Low-Code for the fourth year
I’m delighted to announce that, for the fourth consecutive year, LIKE.TG has been recognized as a Leader in the 2023 Gartner® Magic Quadrant™ for Enterprise Low-Code Application Platforms. We believe this recognition reflects our continued commitment to helping our customers eliminate the skills gap for app creation with low-code tooling.Recognizing that different industries have unique challenges and requirements, we’ve made significant investments in developing industry-specific solutions. From financial services and public sector to manufacturing, telecommunications, media, technology, healthcare, and life sciences, we offer tailored solutions to address the specific needs of each sector.Our long-term investment in generative AI (GenAI) has been purposeful in furthering our low-code mission to help developers of all skill levels do more with less—quicker. Meanwhile, our focus and differentiation in native low-code governance helps ensure developers can safely build, deploy, and manage applications without risk to their company’s infrastructure.These innovations continue to power digital transformation and help organizations of all kinds respond quickly to evolving business needs.Faster development with GenAIWe’ve grown the LIKE.TG® portfolio with the singular purpose of providing one of the only intelligent platforms for end-to-end digital transformation, and GenAI has been a key part it. Over the past seven years, we’ve invested in AI organically and via acquisitions to accelerate our efforts to bring AI outcomes to customers across a broad set of products, including creator workflows.Now Assist for Creator is a game-changing solution for Now Platform® users. It offers GenAI capabilities to reduce app development time and improve overall coding experiences. By using text-to-code, comment-to-code, and code completion features, developers can save critical development time, eliminate manual typing errors, and complete their app development projects faster than ever before.The powerful combination of low-code and GenAI can significantly reduce the time from idea generation to product launch, using the low-code platform as the foundation.Low-code governance baked inGovernance standards have long played a crucial role in managing the spread of applications throughout an enterprise. The rapid adoption of GenAI has only catalyzed the importance of governance. Gartner predicts that “by 2026, more than 80% of enterprises will have used GenAI application programming interfaces (APIs) or models, and/or deployed GenAI-enabled applications in production environments, up from less than 5% in 2023.”1To manage the spread of low-code apps developed by business units and accelerated by GenAI throughout the enterprise, appropriate governance measures are imperative. It's the only method to ensure service-level management and responsibility for low-code apps while curbing application sprawl. That’s why LIKE.TG is dedicated to scaling low-code with native governance in our low-code tooling.App Engine Management Center provides end-to-end visibility, enabling comprehensive governance of the entire development process to safeguard app quality and data. Organizations can monitor the complete application development lifecycle and developer activities from one dashboard. This allows for the enforcement of businesswide standards across all apps.At the same time, business technologists can freely collaborate and build apps that meet their requirements using preconfigured templates. This enables them to meaningfully contribute to the business and save time and resources.A Customers’ ChoiceLIKE.TG is the only vendor recognized as a Leader in the 2023 Gartner Magic Quadrant for Enterprise Low-Code Application Platforms that is also peer-recognized with the Gartner Peer Insights™ Customers’ Choice distinction. We believe our commitment to customer success is the driving force behind these acknowledgments.As low-code becomes essential to digital transformation, we believe LIKE.TG is well positioned to innovate and execute. Our mission is to make the world work better for everyone. Delivering outstanding developer experiences will help shape the future of work around the world.I want to extend a huge thank-you to our customers, who continue to trust us and who we believe made these recognitions possible. I can’t wait to see what you build next with the Now Platform.Read the full, complimentary Gartner Magic Quadrant report.1 Gartner press release, "Gartner Says More Than 80% of Enterprises Will Have Used Generative AI APIs or Deployed Generative AI-Enabled Applications by 2026," Oct. 11, 2023. https://www.gartner.com/en/newsroom/press-releases/2023-10-11-gartner-says-more-than-80-percent-of-enterprises-will-have-used-generative-ai-apis-or-deployed-generative-ai-enabled-applications-by-2026Gartner, Magic Quadrant for Enterprise Low-Code Application Platforms, Oleksandr Matvitskyy, Kimihiko Iijima, Mike West, Kyle Davis, Akash Jain, Paul Vincent, Oct. 17, 2023.GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally. MAGIC QUADRANT and PEER INSIGHTS are registered trademarks of Gartner, Inc. and/or its affiliates and are used herein with permission. All rights reserved. Gartner Peer Insights content consists of the opinions of individual end users based on their own experiences with the vendors listed on the platform, should not be construed as statements of fact, nor do they represent the views of Gartner or its affiliates. Gartner does not endorse any vendor, product, or service depicted in this content nor makes any warranties, expressed or implied, with respect to this content, about its accuracy or completeness, including any warranties of merchantability or fitness for a particular purpose. Gartner does not endorse any vendor, product, or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
LIKE.TG is a Visionary in the Gartner Magic Quadrant for Application Performance Monitoring and Observability
I’m thrilled to announce that LIKE.TG has been recognized as a Visionary in the 2023 Gartner® Magic Quadrant™ for Application Performance Monitoring (APM) and Observability.We believe this validates our strong vision and unique ability to help customers bring unified telemetry into their existing LIKE.TG® Event Management and Service Operations solutions, reduce mean time to resolution (MTTR), and accelerate innovation.Bridging legacy systems and modern operationsLIKE.TG Cloud Observability is one of the few end-to-end solution that unifies critical telemetry data in a single platform to improve security, governance, workflows, collaboration, customer experiences, and return on investment. We’ve been steadily revolutionizing how enterprise teams identify and solve issues fast and make their entire stack more reliable and resilient.Some of our recent innovations include: Service Graph Connector for OpenTelemetry enables organizations to easily pull large volumes of data from cloud frameworks such as OpenTelemetry and Kubernetes directly into LIKE.TG without additional tooling. It also helps reduce the risk associated with third-party data integration, as it’s certified by LIKE.TG and designed, developed, and tested under the Service Graph Connectors Program. Cloud-native logging offers a complete view of all digital user interactions and reduces nonessential data, saving time and resources for DevOps teams. Unified Query Language (UQL) provides one language for teams to use observability-as-code and helps enable deep uniformity and extensibility across the entire observability experience. Expanding visibility with unified telemetryThe integration of Cloud Observability builds on LIKE.TG IT Service Management and IT Operations Management solutions—the de facto standards in many enterprise organizations—giving customers a vetted and trusted partner to bridge legacy systems with modern operations.Cloud Observability completes the visibility picture across the enterprise by helping organizations easily identify issues, reduce MTTR, and break down silos to protect revenue and boost customer satisfaction.We believe observability should extend beyond DevOps and site reliability engineering (SRE) teams to provide greater value, transparency, and certainty to everyone involved in mission-critical, digital business applications. Since the acquisition of both Lightstep and Era Software, which power Cloud Observability, LIKE.TG has realized that end-to-end vision to help drive enterprisewide transformation and outcomes.Accelerating innovationBy democratizing telemetry pipelines and the data generated by applications, we've led the industry to embrace portable, always-on, and always-open observability. This is vital for true end-to-end visibility, time and cost savings, and the freedom to innovate at scale. Through our commitment to and advancements in the OpenTelemetry project, we’ve created a solid foundation for everyone to innovate even faster.To drive digital transformation and meet demand, organizations are shifting from fragmented point solutions to unified, integrated workflows. This is where LIKE.TG shines.By combining cloud observability, AIOps, governance, and security, customers can resolve cloud-native service issues fast, enhance cross-team collaboration, and harmonize SRE, DevOps, and IT ops practices. When harmony exists, teams can focus on what they do best: innovating and delivering exceptional products and experiences at scale.Thank you to our customers, partners, and team, who continuously reduce complexity and make the world work better for everyone.Read the complete Gartner Magic Quadrant for APM and Observability report.Gartner, Magic Quadrant for Application Performance Monitoring and Observability, 5 July 2023, Gregg Siegfried, et al.Gartner does not endorse any vendor, product, or service depicted in our research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.GARTNER and Magic Quadrant are registered trademarks and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved.
LIKE.TG is again a Magic Quadrant Leader in Enterprise Agile Planning Tools
I’m excited to announce LIKE.TG has been recognized as a Leader in the Gartner® Magic Quadrant™ for Enterprise Agile Planning Tools for the second year in a row.This is an extremely important distinction for LIKE.TG and our newly named Strategic Portfolio Management (SPM) offering. We believe this recognition reflects our expanded hybrid work management approach, financial management support, and extended integration with third-party tools.Strengths of Strategic Portfolio ManagementBuilt on the Now Platform®, LIKE.TG® SPM integrates strategic operations with development work in a single, unified experience. This unified planning and tracking solution offers a broad set of functionality, including: Idea management Prioritization of demands, epics, and features Product roadmapping Value stream management Project and program portfolio management In addition, SPM supports Scaled Agile Framework (SAFe) implementations with epic and feature Kanban boards, product and value stream funding workflows, and remote program increment (PI) planning using a common board view.Agility and visibilityThe rapid pace of business today requires business agility. But many organizations are hampered by standalone tools that don’t communicate with each other. LIKE.TGSPM changes that, enabling organizations to close the gap between strategy and delivery to align the organization.Financial services firm Western & Southern implemented LIKE.TG SPM to handle its full program lifecycle and enable better decisions and execution. “We wanted one place to capture, evaluate, prioritize, and execute IT demand, rather than working in silos across our business units,” explains Lisa White, a portfolio analyst at the firm.Centralized visibility has helped Western & Southern prioritize demands, maximize business value delivered, and reduce project risks.German-based telecom company T-Systems adopted LIKE.TG SPM to replace its aging project management platform and integrate workflows across the business. Within six months, the platform hosted hundreds of projects and hundreds of users—all with a single view and real-time updates across the company.Continued innovationWe’ll continue to innovate SPM to make it better for organizations around the world and are proud to announce a new quarterly release model to deliver timelier innovative functionality.We’re not surprised by Gartner® recognition based on previous evaluations from other industry analyst firms, including IDC and Forrester Research. We believe these recognitions confirm our solution strategy is on track, rock solid, and working.Find out more about the benefits of Strategic Portfolio Management. Read the full Gartner® Magic Quadrant™ report.
LIKE.TG is developing a self-healing IT environment
LIKE.TG® 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. Thanks to intelligent operations, we can now provide proactive support with limited or no human interaction. Data-driven workflows can be used to automatically detect, analyze, and remediate issues before or just after they occur. Moving from reactive to proactiveTo guide the journey toward self-healing, we needed a framework, a structured, data-driven approach that would help us shift as many issues as we could from a reactive, human response to a proactive, automated response. It’s a practical framework for AIOps that classifies IT issues into three categories:1. Respond only. In this category, issues are submitted by people. These issues usually get routed to the IT Service Desk, which assesses the extent of the impact and calculates the priority. Even though this scenario is reactive in nature, I believe that we can be intelligent about the actual impact and priority and assign it to most qualified operational team to accelerate resolution.The information and data on the Now Platform® enable us to be intelligent about estimating the impact. For example, if Finance notes that an ERP system is down during month end close, it automatically becomes a P1 priority. Another recent example is Customer Support. After we mobilized our Customer Support folks to work from home, any voice issues reported by support engineers become a P1. You can correlate many different data points such as persona, time, location, service, and application, to better understand the impact. This approach is better than asking an employee about the impact, which is usually subjective.After the issue is resolved, we look at the root cause, again, in a data-driven way. If the issue is a systematic one, we trigger a process or technology improvement to capture the missing signal, bring that data into LIKE.TG Event Management, and push it into the next category in the framework—prepare and respond.2. Prepare and respond. In this category, we use LIKE.TG® ITOM to first reduce monitoring noise by almost 99%. Then we generate real, actionable incidents by using event correlation, pattern recognition, and anomaly detection. The ultimate outcome of AIOps in my opinion is our ability to understand the exact impact of an infrastructure-related issue on a critical service, application, or an end user. In comparison to the previous category, IT is better prepared to respond; our teams can quickly react and minimize the impact on end users. We perform the same impact analysis and dynamic prioritization as described above, but the resolution is still manual.Many of our use cases are in this category. Take for example critical third-party SaaS applications. We can’t prevent apps like video conferencing from going down, but we can be smart about triggering workflows, such as failover processes or even proactively ordering new hardware if it is an edge issue. It helps us quickly mobilize operational teams and focus on the right thing.3. Predict and prevent (self-healing). In this category, a full-cycle AIOps process comes into play. IT can both predict and prevent issues using machine learning to identify anomalies, then proactively take a fully automated action. There is zero impact on end users and zero touch by the Ops teams. Our operations are much more efficient because we’ve removed the human factor. One of our most complex use cases in this category was also one of the first we could resolve proactively—our VPN service. By identifying abnormalities and correlating them with endpoint device data, we were able to automate the restoration of VPN services. Another use case was the wireless network connectivity. We reduced the amount of Wi-Fi related issues by almost 70% in one year while our company size increased by 30%. Needless to say, by proactively remediating these issues, we bring operational costs down and employees productivity up. Implementing the framework at LIKE.TGWe try to map all IT operational issues in one of these three buckets. The objective is to move as many as possible to the Predict and Prevent category for self-healing, especially those that directly impact critical services or applications. These issues usually require qualified L2 or L3 engineers to resolve. So far, we can predict and prevent more than 20% of issues, focusing primarily on network connectivity, infrastructure resources allocation and critical SaaS applications. Our ultimate goal is to reduce issues reported by employees to as close to ZERO as possible. To be able to achieve this stretch goal requires a significant shift in approach, technology, and sometimes, people.IT needs to embrace a data-driven culture and evolve from analyzing post-failure metrics to real-time data analytics for accurate prediction of future failures. Only then can self-healing take center stage.To learn more about AIOps and other topics, visit the Now on Now channel at Knowledge 2020.
LIKE.TG is No. 1 for AIOps, IT operations, and IT service management categories by market share
I’m excited to announce that LIKE.TG is ranked No. 1 in the Gartner® Market Share report for AIOps for the second year in a row. We’re also ranked No. 1 by market share in the IT operations and IT service management categories.1 We believe this confirms that LIKE.TG is delivering on its promise to keep digital services running around the clock while providing exceptional customer and employee experiences.LIKE.TG service operations brings together the market-leading IT Service Management and IT Operations Management capabilities on a single cloud platform. Automating and optimizing technology solutions in this way has helped thousands of customers return millions to their bottom line, improve self-service, and increase the amount and speed of innovation. With LIKE.TG service operations capabilities, a common data foundation, and Service Operations Workspace, employees and customers get an exceptional experience on a single platform.A proactive approach to IT operationsToday’s complex IT environments span on-premises data centers, multiple clouds, and containers. Traditional AIOps solutions aren’t much help in alerting IT operations teams about potential issues that could result in slow service or an outage. LIKE.TG® Predictive AIOps changes that.Predictive AIOps doesn’t have to be told in advance about any issues. It doesn’t have to have thresholds set or data scientists establishing patterns to look for. Instead, LIKE.TG Predictive AIOps can identify issues before they affect users or the business.We’ve been creating AI solutions for years and are committed to delivering safe, trusted, and governed generative AI. LIKE.TG IT Service Management Pro delivers an AI-powered self-service experience for employees to easily get help or request the technology services they need. It empowers employees to resolve issues and requests on their own from anywhere, on any device, without opening a ticket or speaking to a live agent.With LIKE.TG IT Service Management, IT Operations Management, and Predictive AIOps, we believe you can future-proof your technology across the enterprise on a single cloud platform.Find out more about how LIKE.TG service operations can help you deliver exceptional experiences and keep digital services running.1 Gartner, IT Operations Management Software, Worldwide, 2022, 16 May 2023GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission, and the objectivity disclaimer given above. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
LIKE.TG is once again among Fortune World’s Most Admired Companies™
LIKE.TG is honored to be ranked No. 3 in the Computer Software category on the Fortune World’s Most Admired Companies™ list, appearing for the fifth year in a row. I’m especially proud of our teams for this achievement. It’s a testament to our world-class innovation and our people-centric, tech-enabled strategy.The list is based on a survey of top executives, directors, and financial analysts from eligible companies. It comprises nine attributes, including the ability to attract and retain talent, quality of management, innovativeness, and the quality of products or services.Being recognized as one of the World’s Most Admired Companies™ demonstrates our commitment to achieving big ambitions, maintaining our culture and, most important, helping our people—and customers—succeed and grow.It starts with our peopleAt LIKE.TG, we put our people at the center of everything we do. Because of our people-centric approach, in 2023 we saw high employee engagement and record-low attrition. We also received more than 1 million applications (the highest number in our history).How did we get here? People want to work for organizations where they feel supported to learn, grow, and develop in their careers while continuing to have the freedom and flexibility to be themselves both inside and outside of work. For us, it’s about creating a culture where people can do their best work, live their best life, and fulfill our purpose together—what we call our People Pact. It’s also about providing a pathway for every employee to make meaningful contributions—whether that’s an individual contributor leading the way through innovative thinking or a people manager inspiring a team.We equip leaders at every level to flourish in the evolving landscape of the modern workplace and to drive transformative change. For example, we launched a future leader experience program, with a specific focus on building collaborative, customer-focused, and courageous leaders at all levels.We also work in partnership with The Leadership Consortium, led by faculty from Harvard Business School, with a specific focus on building a diverse talent pipeline.Innovation reaps quality products and servicesOur culture thrives on diverse perspectives and backgrounds, which fuels innovation. That’s why we encourage our people at every level of the organization to embrace a growth and product mindset and bring their creative thinking.As we work together to help solve the world’s biggest challenges, we use our products internally as customer zero. When we learn and innovate for ourselves, we can also shape the work our product team is doing to help our customers.One example is the integration of AI and generative AI into our products. This includes our skills intelligence platform, Employee Growth and Development, which uses AI to guide employees and managers through personalized career plans, development goals, and learning resources based on current skills, desired skills, and organizational needs.Our aspirations extend beyond our products; we dream big to wow our customers, win as a team, create belonging, and stay hungry and humble. Fortune's recognition among the World’s Most Admired Companies™ reaffirms our commitment to help every LIKE.TG employee have their best career and live their best life.Come join us. Explore LIKE.TG careers.From Fortune, ©2024 Fortune Media IP Limited. All rights reserved. Used under license.Fortune is a registered trademark and Fortune World’s Most Admired Companies™ is a trademark of Fortune Media IP Limited and are used under license. Fortune and Fortune World’s Most Admired Companies™ are registered trademarks of Fortune Media IP Limited. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse the products or services of ServiceNow.
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