New ServiceNow apps automate organizational productivity

ServiceNow has updated its Now platform with three apps that increase user productivity by accelerating customer service automation.

The offerings, Automated Service Suggestions, Service Request Playbook and Workplace Scenario Planning, are specifically designed to take advantage of new features in the latest version of Now Platform, codenamed Tokyo, including simplified order management and scheduling.

The updates are part of the company’s goal to improve productivity with purpose-built apps that automate processes, according to Jeff Gore, vice president of product marketing for ServiceNow.. :

The Workplace Scenario Planning offering is an example of a purpose-built app that helps organizations are optimizing physical workspaces to meet employee and business needs. This is becoming a pressing issue for many large organizations that face the challenge of accommodating a hybrid work environment as many employees prefer to work from home.

“This product gives facilities and corporate real estate managers a way to make better decisions about workspaces in the future for people who continue to walk into the office,” Gore said.

As businesses continue to adapt to highly fluid markets hybrid workplaces, CIOs and heads of IT departments are increasingly involved in the decision-making process. They often have to weigh in on buying decisions about technologies that best fit hybrid work environments.

“As CIOs make important decisions that enable hybrid working, they now have a seat at the table with commercial real estate leaders,” said Stephen Elliot, group vice president at IDC. “They often have to review what the company is currently spending on technology compared to the pre-pandemic period, often leading this discussion.”

Automated service suggestions, which are available to users through the Service Mapping More service, uses machine learning to analyze network traffic in an enterprise and suggest convenient entry points for business-critical services, according to ServiceNow. It enables IT administrators to gather a map of infrastructure and middleware services more quickly, as well as produce a more accurate map at enterprise scale.

As an example, Gore noted, if corporate email servers experience an outage, the service mapping tool allows IT administrators to quickly locate other systems that are powering those servers. This allows you to get to the source of the problem and resolve the problem faster.

The Service Request Playbook, built on the foundation of the enterprise Public sector digital services offers, allows organizations to deploy pre-packaged applications that digitize and automate non-emergency service requests. One such example is doing 311 queries that people use to find information about city services or file complaints.

Playbook’s primary role is to guide users step-by-step through the process of resolving issues with a particular service. It ensures users “respond to requests the right way the first time,” and do so in a compliant manner, Gore said.

“This gives users full visibility to follow a parent ticket containing multiple case tickets to better understand the issue,” he said.

The closest competitors ServiceNow faces in the platform enhancement market are Salesforce and ZenDesk, although many of the enhancements each of these companies offer for their respective core platforms are difficult to compare to new Now Platform apps.

For example, if a company has invested in Salesforce platforms but lacks an ITSM tool, it could buy Salesforce ITSM instead of another established ITSM player like ServiceNow, William McKeon-White said. McKeon, analyst at Forrester Research. But as the features and functions of these products increase, so does the number of competitors and the complexity of defining direct competitors.

Although the platform enhancement market remains a niche market, it is expected to gain traction given the introduction of greater automation and tighter IT budgets during the ongoing economic downturn.

“Not all organizations have the resources to implement functions such as organizational productivity planning or to assess how a new office layout works,” McKeon-White said. “It’s hard to know how best to leverage existing investments, which requires dedicated staff that many organizations don’t have or can’t afford.”

New offers are only available through ServiceNow’s online store

As Editor-in-Chief of TechTarget’s News Group, Ed Scannell is responsible for writing and editing breaking news, news analysis, and articles focused on technology issues and trends affecting IT professionals. business computing.

Aubrey L. Morgan