Since July 2013, when ServiceNow acquired Mirror42 and rebranded its product as ServiceNow Performance Analytics, business has exploded for ServiceNow.

While the acquisition proved a huge asset, the transition didn’t come without challenges.

Rebuilding product in platform

“We didn’t know the Mirror42 platform very well,” said Karel van der Poel, GM, Performance Analytics & Reporting business unit at ServiceNow, said in an interview with theCUBE at Knowledge15 in Las Vegas. “We relocated a couple of the platform guys to Amsterdam and embedded them in the team, which allowed us to rebuild our product in platform.”

Analytics is a buzzword right now, and van der Poel explains ServiceNow’s approach. “If you orchestrate workflows in ServiceNow, you want to optimize the process of delivering that service. To do that, you’ve got to crunch the numbers, figure out what’s not working and how to optimize that process. That needs to be done in real time.”

Making analytics ‘perscriptive’

ServiceNow aims to make analytics “prescriptive.” “Looking forward, we want to allow managers to analyze and optimize the process but also give the power to the agents themselves,” van der Poel said. “We’re mining historic data and overlaying it with what you need to do right now.”

Watch the full interview below, and be sure to check out more of SiliconANGLE and theCUBE’s coverage of ServiceNow Knowledge 15.