2022-11-03 | NYSE: NOW | Press Release

The latest capabilities accelerate the automation of complex front- and back-office processes to improve customer, employee, and constituent experiences in the public and private sectors

ServiceNow (NYSE: NOW), the leading digital workflow company making the world better for everyone, today announced new solutions to help digitize today’s most pressing workplace productivity challenges of work. The latest capabilities – Automated service suggestions, Service Request Playbook, and Workplace Scenario Planning – are built on the ServiceNow platform and accelerate the automation of complex, often offline processes for businesses and government agencies, helping to improve service operations as well as customer, employee, and developer experiences.

This press release features multimedia. See the full release here: https://www.businesswire.com/news/home/20221103005539/en/

Automated service suggestions (Graphic: Business Wire)

Automated service suggestions (Graphic: Business Wire)

“With macro-economic influences such as inflation and supply chain disruptions continuing to impact the market, leaders are adopting a digital-first approach,” said Mickey North Rizza, group vice president at IDC. “More than ever, it’s becoming more important for companies to provide employees and customers with reliable products that create seamless experiences that deliver value quickly.”

Coming on the heels of the recent release of the Tokyo Platform, ServiceNow helps customers unlock more value and cost savings with new innovations that drive greater efficiency.

“Our customers’ biggest challenge is our biggest inspiration. CIOs are looking for technology that addresses modern workplace issues to rapidly accelerate value to their organization. At ServiceNow, we’re working hard to roll out new features that address the growing needs of our customers,” said CJ Desai, chief operating officer at ServiceNow. “Only the ServiceNow platform has the flexibility and extensibility to work with any type of organization, anywhere, to remove complexity from day-to-day work.”

Automatic service suggestions

Stable service operation starts with a technical blueprint. Organizations need to quickly map IT business services and application usage to the technology components that make them up. however,IT operators and service mapping analysts often struggle to develop and maintain service maps due to overly manual processes, changing environments, and a lack of enterprise-wide visibility.

Automatic service suggestions – available through Service Mapping Plus – use machine learning to automatically analyze an organization’s network traffic and suggest entry points for business-critical services. IT departments can now create a high-fidelity service map of infrastructure and middleware with a few simple clicks, saving valuable time and money, while building a more accurate mapping across the business , arming organizations with the service-related insights they need to make decisions and respond quickly to emergent IT events. For example, if an organization’s email servers have an outage, service mapping will allow IT teams to quickly identify the other systems and applications that power those servers so that teams can minimize and solve the problem easily.

Service Request Playbook for the Public Sector

Governments are working to better respond to incoming service requests (like 311 in the US). Relying on outdated systems and processes creates costly gaps and hinders the developer experience.

Service Request Playbook – built on ServiceNow Public Sector Digital Services – is a prepackaged application purpose-built to digitize and automate the service request process, helping government workers improve efficiency and consistency, while empowering them to monitor the progress of back-office teams . In addition, the public can easily request services and track status anywhere, anytime, and on any device.

Workplace Scenario Planning

Hybrid work models mean that businesses must learn to reconfigure space and manage change for individual employees and entire departments while ensuring that resources – such as heat and electricity – are used responsibly. This is often a manual, complex, and paper-based process for workplace and facility teams.

Workplace Scenario Planning – part of Workplace Service Delivery – helps organizations work more strategically with workspace planning efforts to better manage spend and improve the office experience. Space planners can design, compare, and experiment with different space allocation scenarios using a visual drag and drop interface before deploying changes to an office, therefore o optimize space, save money, and provide a more collaborative and productive office experience.

What customers are saying about ServiceNow’s latest innovations’

The State of South Dakota

“The State of South Dakota continues to innovate with ServiceNow to make service delivery simple and seamless for residents, businesses and visitors, and our efforts are paying off,” said Pat Snow, chief technology officer. in the State of South Dakota. “We’re excited to see ServiceNow’s continued commitment to government digital transformation to improve experiences from request to resolution.”

The State of Florida

“From the moment our team began supporting Florida’s response to Hurricane Ian, ServiceNow Public Sector Digital Services has been the foundation for what I truly believe is the fastest and strongest digital response to a natural disaster in history, ” said James Grant , chief information officer for the State of Florida. “Stand by missing.fl.gov less than 24 hours after Iandfall to help report missing persons, develop inventory management to support the first deployment of Starlink terminals in response to a natural disaster, and helping identify missing persons were found by ingesting and then correlating data from every source possible including the launch of safe.fl.gov, the use of AI contact center capabilities for more than 44,000 phone numbers and more than 20,000 unique households, and the swallow more than 100,000 locations tagged by urban search and rescue teams in the field all facilitated by Public Sector Digital Serv ices. After seeing what’s possible with the ServiceNow platform in a fully reactive posture, I’m really excited to see what we can do for the Floridians we serve when we can return to a proactive posture and continue our mission to change the delivery of government services by harnessing the power of digital.”


All three innovations and more are now generally available and can be found in the ServiceNow Store.

For more information on these innovations, read more from Jon Sigler, senior vice president of the ServiceNow platform.

About ServiceNow

ServiceNow (NYSE: NOW) makes the world better for everyone. Our cloud-based platform and solutions help digitize and unite organizations so they can find smarter, faster, more efficient ways to streamline workflow. So employees and customers can be more connected, more innovative, and more agile. And we can all create the future we imagine. The world works with ServiceNow™. For more information, visit: www.servicenow.com.

© 2022 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.

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