Archive for May 6, 2025

ServiceNow reimagines CRM for the AI era with single system of action that goesbeyond sales to drive end-to-end growth

Posted in Commentary with tags on May 6, 2025 by itnerd

Today, at ServiceNow’s annual customer and partner event, Knowledge 2025, ServiceNow unveiled the next milestone in its groundbreaking CRM designed to disrupt an industry long dominated by outdated, overbuilt systems. In a bold move to challenge the status quo, ServiceNow is bringing together data, AI, and workflows into a single system of action.

Customers can sell, fulfill, and service on a unified platform, built to deliver consistent, end-to end customer experiences. In addition, ServiceNow announced new AI agents for CRM that make true self-service a reality by completing tasks autonomously, reducing time spent swiveling between applications and customer requests. Using ServiceNow CRM, The Whole Group is delivering 40% faster time to value and unlocking dynamic, AI-powered business models for its customers. ServiceNow CRM is setting a new standard for advanced, seamless customer
experiences.

Traditional CRM serves as a system of record ending at the front office, putting customer acquisition and retention at risk, but ServiceNow CRM is built for an AI-first world, providing personalized and proactive experiences across the entire customer lifecycle. The ServiceNow AI Platform connects workflows across systems and departments, eliminating inefficient processes tied together by spreadsheets, shared inboxes, and human middleware.

ServiceNow CRM is growing at an impressive rate as customers demand a better way to connect sellers, agents, and field technicians all on the same unified platform. CRM is the company’s fastest-growing workflow business with cumulative annual contract value (CACV) of $1.4 billion, growing 30% year-over-year as of year-end 2024. The entire customer experience resides on a single platform supercharged with agentic AI capabilities, so businesses can deliver what customers want quickly, drive increased productivity, sell more and foster a whole new level of customer loyalty.

ServiceNow CRM partner The Whole Group has experienced the power of seamlessly connected data and AI-powered workflows that maximize revenue, profit and operational efficiency. The company has both accelerated time to value and decreased the cost of business model transformation by 40% when its customers leverage ServiceNow for CRM and build AI-powered customer journeys on the ServiceNow platform.

AI Agents power seamless, intelligent customer experiences

Today’s customers expect more than fast service—they expect personalized, proactive experiences that anticipate their needs and resolve issues without friction. New capabilities in ServiceNow CRM deliver intelligent solutions to help businesses shift from reactive customer service to proactive engagement and ensure consistent end-to-end service experiences across departments.

ServiceNow today unveiled CRM AI Agents, a suite of specialized AI agents that autonomously orchestrate and complete tasks across the entire customer lifecycle—from selling and fulfilling to servicing. Unlike traditional automation requiring predefined rules, these AI agents dynamically determine the best course of action by resolving inquiries instantly, routing complex cases with full context, and managing workflows across departments. These agents start with conversational interactions to capture customer requests, then seamlessly manage the entire fulfillment process, coordinating with live agents when human intervention is needed.

At ServiceNow, AI agents are already automating 37% of the company’s customer support case
workflows. By scaling live call center agents, they boost efficiency, accelerate resolutions, and
enhance customer engagement, enabling businesses to shift from reactive support to proactive,
autonomous AI-driven experiences.

The news follows a drum beat of innovation from the ServiceNow CRM and Industry Workflows business, an innovator in the customer service and support market since 2016. In March, ServiceNow signed a definitive agreement to acquire Logik.ai, an industry leader with a modern, AI-powered, and composable CPQ solution to expand ServiceNow’s growing CRM footprint and empower sales organizations to close deals faster, boost productivity levels, and achieve greater efficiency. ServiceNow’s recent Yokohama platform release also strengthened CRM capabilities like self-service commerce portals, turnkey CCaaS integrations, and AI agents designed specifically for CRM use cases.

By connecting AI, data, and workflows organization-wide on a single platform, ServiceNow is advancing in its CRM leadership to service, sell, and deliver, from first contact to resolution.

All features announced today are generally available and can be found in the ServiceNow Store.

Leave a comment »

SIOS Technology to Demonstrate High Availability Clustering Software for Mission-Critical Applications at Red Hat Summit, Milestone Technology Day and XPerience Day, and SQLBits 2025 

Posted in Commentary with tags on May 6, 2025 by itnerd

SIOS Technology Corp today announced it will demonstrate its high availability clustering software for business-critical applications at four leading technology events this spring. SIOS also announced that it is inviting all IT practitioners to participate in its newly launched 2025 HA/DR Practices Survey, designed to gather insights into current trends, challenges, and strategies for ensuring application uptime and data protection.

At each event, SIOS experts will demonstrate how SIOS LifeKeeper and DataKeeper software provide high availability and disaster recovery for critical applications like SQL Server, SAP, and Oracle. Attendees will learn how SIOS clustering software ensures application uptime, eliminates data loss, and simplifies HA/DR across physical, virtual, cloud, and hybrid environments.

SIOS clustering software enables IT teams to create highly available application environments without the need for shared storage. Through intelligent application monitoring, real-time data replication, and automated failover and recovery, SIOS ensures business continuity with minimal complexity and reduced cost. With support for Windows and Linux in any infrastructure, SIOS solutions are trusted by enterprises worldwide to protect mission-critical operations.

SIOS Launches Survey to Gather Insights on HA/DR Practices

As part of its commitment to advancing resilience strategies in the enterprise, SIOS is launching its 2025 HA/DR Practices Survey to collect insights into the challenges, priorities, and real-world strategies used by IT professionals to ensure application uptime and data protection. The results will be compiled into the SIOS 2025 State of High Availability and Disaster Recovery Report, providing valuable benchmarks for the industry.

All practitioners, including attendees of the Red Hat Summit, Milestone Technology Day, Milestone XPerience Day, and SQLBits, are invited to participate in the survey here.

Leave a comment »

Posted in Commentary on May 6, 2025 by itnerd

A threat group called “Venom Spider” is targeting hiring managers with spear-phishing emails. The group abuses legitimate messaging services and job platforms to apply for real jobs via fake malicious resumes that drop a backdoor called More_eggs. The backdoor can be used for a wide scope of malicious activities, from credential theft to stealing sensitive customer payment data, intellectual property or trade secrets.  

You read about this threat actor here.

Roger Grimes, data-driven defense evangelist at KnowBe4, commented:

“This is far from a new tactic, but is definitely getting more use by malicious hackers. It used to be that HR was very sparingly targeted, but now they have become a target of choice. When doing cybersecurity risk management, I’d put anyone in the HR hiring path, including recruiters, hiring managers, people who interview new recruits, etc., on the list of your highest risk employees, alongside the previously identified high-risk positions in IT, C-level employees, and accounts payable. HR, in general, has become a hotbed for scammers and malicious never-do-wells. We’ve got fake employees, fake employers, outgunned recruiters, and paid advertising by malicious hackers entering the hiring ecosystem in a way that has never been before. It’s nation-state level stuff, highly resourced, and coming for your company for sure!”

This is a pretty crafty attack. One that shows that this threat actor has sophistication and an endgame. That should put all of us on edge as it implies that they can pivot to another attack vector and likely be successful.

Leave a comment »