ServiceNow launches connected operations

ServiceNow has launched Connected Operations, a solution that connects IoT data with ServiceNow digital workflows.

By directly introducing IoT data into the Now platform, organizations can view asset operation status and historical records in near real-time at multiple locations on one platform. Any problems that arise will automatically trigger operational events so that the team can take action and classify and Quickly solve problems, customer service management and field service management workflow.

Jonathan Sparks, Vice President of ServiceNow IoT and Operational Products, said: “The Internet of Things offers companies great potential to transform operations, provide near real-time insights and develop into a product-as-a-service model.” The statement. “So far, IoT data is often stuck in isolated systems. With interconnected operations, companies can now realize the full value of IoT data, taking these insights to solve problems before customers even know it’s happening, and release new Productivity levels and growth.”

Interconnection operations include the following:

• The IoT Bridge brings isolated data from IoT-connected assets to the Now Platform and monitors the infrastructure across locations.
• The IoT rules engine allows users to create rules to ensure that the organization is notified when problems occur. These rules are notified by the rich business context in the ServiceNow Configuration Management Database (CMDB). Once the IoT data is integrated into the IoT Bridge, the IoT rules engine will assess whether the data has potential problems in almost real time.
• Operational emergencies. When the IoT rule engine detects a problem, an IoT event is created, and one or more events can become operational emergencies. Using digital workflows, teams can collaborate to categorize affected assets and define action plans to resolve incidents.
• The connected workflow is integrated with customer service management for field service management, allowing cross-team collaboration in one workspace when managing response work. Teams can create proactive cases in ServiceNow customer service management from the Connected Operations workspace and notify customers who may be affected. They can also create work orders in ServiceNow field service management to dispatch field technicians who can also view IoT data for repairs.

The Wisconsin-based Traffic and Parking Control Company (TAPCO) partners with ServiceNow to pilot connected operations

Jason Anderson, TAPCO’s IT director, said in a statement: “The power it gives us is incredible.” “For us, there are many opportunities to move to digital workflows. There is no need to switch back and forth between multiple systems. Finding contracts on this file server does not have to find customer contacts. All the information here will be merged when an alert arrives. This can simplify internal workflows, increase our response speed, and improve customer experience.”