ServiceNow Japan announces “Now Platform”, the latest version of “Madrid”-Cloud Watch

ServiceNow Japan Co., Ltd. released the latest version “Madrid” of a single platform “Now Platform” on the 18th, which simplifies and automates the daily business processes of the entire company. At the press conference held that day, he explained the business strategy of “Now Platform” and an overview of the new version’s functions.

In the latest version “Madrid” released this time, a new native mobile application development function for enterprises has been added. As a result, the company can achieve a mobile-first and mobile-friendly work environment, and employees can “distribute requests and solve problems” and “get support” by simply sliding their smartphones anywhere. This will become possible.

At the briefing, Mr. Masashi Murase, President of ServiceNow Japan, commented on ServiceNow’s global business status. To sum up, there are currently 8,600 employees worldwide, sales continue to grow, with an annual growth rate of more than 30%, and the renewal rate of “Now Platform” users is 98%. We consider cloud computing to be the top service provider worldwide 46% of the top 2000 companies are our users. ”

Regarding Japan’s business strategy, “We entered the Japanese market in 2013 and were designated as a strategic market about two years ago. As a concrete measure, we will develop domestic resources for the “Now Platform”. We are advocating customer success as the center “Connect” strategy, held user meetings in Tokyo and Osaka, held the first hackathon last year, and used NTT Communications facilities this year. We plan to open domestic data centers in Tokyo and Osaka so that financial institutions that cannot legally store data overseas, Governments/government agencies, medical institutions, etc. can make full use of “the current platform.” This will be. ”

“Connect” strategy overview

“Now Platform” is a cloud solution with three main cloud solutions: “IT Workflow” can transform internal IT experience; “Employee Workflow” can realize the next generation of employee experience; “Customer Workflow” can improve customer satisfaction . It is composed.

The latest version of Madrid adds many new features to these solution portfolios, including features related to native mobile applications.

“Madrid focuses on mobile platform and agency experience functions, and started development on July 1st last year. The development involved 1,400 engineers, 120 designers and 235 product/program managers. More than 600 new functions were involved and added, In particular, it includes local mobile application development capabilities to enable customers to provide the same excellent mobile experience as consumers in the workplace and accelerate digital transformation. It can be done” (Mr. Murase).

“Platform Now” Solution Portfolio

As a major new feature, “ServiceNow Mobile Studio” allows anyone to build and deploy native iOS and Android applications by simply dragging and dropping in a code-free development environment.

Employees can also use read-write applications anywhere (including offline environments). The company can also develop hardware asset management applications using cameras and facility management applications using GPS.

Overview of the functions of “Service Mobile Studio”

The “Agent Workspace” is a new command center used to determine priorities and perform tasks. The activity stream monitors the latest updates, and machine learning shows similar events. Agents used by customer service and IT departments can quickly obtain background information needed to solve problems through a single dashboard.

“Agent Workspace” function overview

In addition, a new function “Alert Intelligence” has been added to “IT Operation Management”. This allows IT operators to resolve the most important issues based on deep insights into past events, similar alerts that have occurred in the past, and alert priorities derived from knowledge-based articles and user standards. It is possible to concentrate.

The IT operations team can quickly identify root causes, such as service performance issues and downtime, and work with other teams to initiate maintenance workflows from the same console.