StarHub partners with ServiceNow on new enterprise service platform

StarHub has announced a new platform and strategic partnership with ServiceNow, a prominent digital workflow company.

The collaboration integrates StarHub's Enterprise Solutions with ServiceNow's Now Platform, including Service Bridge and AIOps on Cloud Infinity. This alliance aims to set a new standard for enterprise service management. The partnership utilises StarHub's Telecommunications Service Management (TSM) capabilities to offer enhanced service solutions.

Nikhil Eapen, Chief Executive Officer at StarHub, remarked, "Embracing our DARE+ transformation, this joint platform and partnership signify a monumental stride in service management excellence. Empowered by our cutting-edge Automation and AI-driven solutions, our fortified Digital Infrastructure Services are poised to revolutionise industries, empowering businesses of all sizes to optimise operations and cost, and unleash their full potential for unprecedented growth."

The TSM platform features both Customer Service Management (CSM) and Information Technology Service Management (ITSM) functionalities. This dual approach allows for external ticketing to serve StarHub's enterprise clients and internal ticketing to support its own operations. A Configuration Management Database and Omni-Channel Solutions, including email, virtual agents, mobile apps, and agent workspaces, are also part of the integrated services.

Service Bridge is a notable feature that facilitates enterprise clients in making service requests and receiving support from StarHub directly within their ServiceNow instances. This feature removes the need to shift to a different system, streamlining the flow of work and increasing efficiency.

Detlef Krause, President for Asia Pacific at ServiceNow, stated, "We are thrilled to announce our partnership with StarHub to accelerate digital transformation for organisations across Asia Pacific. With the Now Platform, our aim is to provide customers with superior services to simplify their operations and modernisation process, which translates to better efficiency and higher levels of client satisfaction."

Automation is another key component of the new platform. By leveraging Automation and Artificial Intelligence for IT Operations (AIOps), StarHub can now automate routine tasks for all Cloud Infinity customers. This development frees up IT staff to focus on more complex issues, enhancing operational efficiency and reducing fault resolution times.

Underlying these advancements is StarHub's multi-cloud architecture, Cloud Infinity. This infrastructure delivers a range of innovative and cost-effective services, including Service Orchestration, Service Assurance, Service Management, and Automation. The low-latency design of Cloud Infinity ensures high performance and efficient service delivery for StarHub's customers.

The collaboration between StarHub and ServiceNow offers a comprehensive suite of service management capabilities designed to streamline operations and improve efficiency for both enterprises and government customers. Existing ServiceNow users can also easily migrate to StarHub's platform, facilitating a seamless transition for businesses that are already using ServiceNow's technology.

This partnership aims to modernise service management and operational processes across various industries. It highlights the growing importance of integrated digital solutions in enhancing service delivery and operational efficiency.