New ServiceNow Platform Release Drives Productivity and Digitalisation

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ServiceNow’s latest Now Platform San Diego release comes with an upgraded, more modern visual design and new Robotic Process Automation (RPA) capabilities that deliver on the promise of hyperautomation.

CJ Desai, ServiceNow
CJ Desai, ServiceNow

The enhanced Now Platform is designed to help firms address the most pressing challenges facing every industry, in every region, and transform businesses for a new economy, said the company.

“From the great resignation, to supply chain disruption, to the new world of hybrid work, seismic shifts in our global workforce and economy underscore that the technology strategy has become the business strategy,” said Chirantan “CJ” Desai, Chief Operating Officer at ServiceNow. “With our Now Platform San Diego release, we are empowering digital-first leaders to create smarter, faster, better ways of working, and unlock the true potential of hyperautomation across their organisations.”

Organisations are grappling to find more agile and employee-led ways of working to keep their people productive and engaged. The Now Platform San Diego release helps customers across all industries drive productivity, accelerate the value of hyperautomation, and create better, smarter experiences for a new world of work, all on one platform for digital business.

With the introduction of Next Experience in the Now Platform San Diego release, the company is streamlining the experience for the 70M+ annual active platform users, who use ServiceNow every day to get their work done. Platform users will see all their most important work at their fingertips, across all their applications, so they can quickly dive into what’s important. Next Experience delivers a modern, streamlined navigation that brings every application together under one consistent experience, and elevates Favorites and History so that people can jump back into their most important work.

Next Experience delivers an upgraded, modern visual design, including a completely redesigned component library, new iconography, typography, and illustrations. The experience delivers enhanced personalisation, such as accessibility preferences, information density and layout preferences, and a choice between light or dark mode.

With 25 purpose-built workspaces that feature a next-generation visual design, surface insights with dashboards, and use machine learning to assign tasks and recommend the next best action, Next Experience also helps platform users immediately get the information they need and move priority tasks forward more quickly. New workspaces include new CSM Configurable Workspace, Dispatcher Workspace, HR Agent Workspace, Cloud Operations Workspace, Service Operations Workspace, and Hardware Asset Manager Workspace, so teams across customer service, HR, field service, and IT can more intelligently and efficiently respond to requests or issues.

Notable among the new workspace experiences is Service Operations Workspace. Initially available in San Diego for IT Service Management teams, and later expected to be available for IT Operations Management teams in Q2 2022, this new workspace will redefine how these two previously siloed organisations can work and collaborate within a single experience.  While these two groups were historically treated as separate functions within the IT organisation, Service Operations Workspace brings them together to deliver more proactive, seamless employee experiences and empowers IT knowledge workers such as service desk agents and operations teams with AI-powered guidance to help resolve issues fast.

Within its Now Platform San Diego release, ServiceNow is adding the final ingredient to its existing technologies to deliver on hyperautomation with the introduction of Automation Engine. Automation Engine is a complete automation and integration solution that combines Integration Hub with all-new RPA capabilities, delivering an average of 3X faster time to value. Together with ServiceNow’s native low-code app development product, App Engine, Automation Engine brings turn-key solutions that are easily accessible with no learning curve for ServiceNow developers, allowing employees to automate manual, repetitive actions and connect to any system, modern or legacy.

Automation Engine also features the brand-new RPA Hub, which provides a centralised command and control center to monitor, manage, and deploy digital robots, so organisations can automate any repetitive, manual tasks, streamline business processes, and help boost employee productivity, while reducing human errors.

ServiceNow continues to invest in industry solutions to help organisations drive value fast, including introducing new telecommunications solutions like Order Management, Service Management and Operations Management for telecom providers.

The Now Platform San Diego release is generally available.

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