ServiceNow released the Paris version this week, the new version of the Now platform. With the new version, customers can respond faster to their company’s transformation. Whether it is due to the coronavirus or changes in customer and industry solution needs. The new version contains a large number of extensions, each of which has its own purpose.
ServiceNow releases new versions of the Now platform twice a year. Sometimes, the focus is mainly on adding a solution or developing a specific strategy. At other times, including in this Paris release, ServiceNow comes with various extensions. This allows the overview to map extensions better.
ServiceNow mainly responds to COVID-19 and slow decision-making structure in C-Suite
When explaining the new Paris version, ServiceNow focused on the slowness of C-Suite’s decision-making around innovation. There are many opportunities to apply digital innovation in large corporate organizations. The board can only approve them, because without budget and permission, this process will not be possible.
The coronavirus outbreak means that these decisions can be made suddenly and quickly, because there is no other choice. People must start working at home, and inappropriate systems must be adjusted accordingly. In this way, innovation will suddenly become very rapid.
ServiceNow hopes that C-Suite can accelerate innovation through COVID-19 and learn from the positive results. Consider efficiency, productivity and results. In this way, they dare to make faster decisions and make more innovations in the future. In any case, ServiceNow will use C-Suite to respond to this.
ServiceNow has made many enhancements to the platform to accelerate innovation and increase profits.
Please also read: No one knows what ServiceNow does and what you can do with it
work process
For example, you can use Process Automation Designer to develop and adjust workflow applications faster. The solution stems from sticky notes previously pasted on the board. It can now be implemented digitally. You can then link actions and triggers to such sticky notes to automatically start the process. Process Automation Designer is linked to Flow Designer and Integration Hub.
The main advantage is that it can be adjusted quickly if the situation requires it. The workflow can be adjusted in just a few clicks. Workflows can also be better linked.
Adding AI can also improve the experience, further reduce costs, and achieve a higher degree of automation.
ITSM
ServiceNow’s increasingly powerful IT service management solutions have not stagnated. AI and automation functions are mainly added here, aiming to automate solutions faster. The problem can be solved faster. This will lead to a reduction in the cost of hardware, software and cloud services.
New ServiceNow solution
ServiceNow has also added necessary new products to the platform. We believe that the following services are the most important:
- Business continuity management;
- Hardware asset management;
- Provision of legal services;
- Analysis center
- Associated operations;
The necessary new solutions have been added to the Paris version of ServiceNow, the main purpose of which is to automate and improve the company’s processes. Or solve potential problems in time.
Business continuity management
For example, there is business continuity management. Using this solution, all disaster scenarios and associated agreements that must be executed to continue business operations can be recorded. A lot has been learned from the corona virus. If a new virus outbreak occurs in the future and forces us to work from home, the impact may be small.
The company now understands what it takes to make people work from home. Procedures will be developed for this. For example, transporting external monitors, mice, and keyboards to people’s homes. Or, maybe a complete workplace, with a desk and decent chair. In addition, more capacity will be automatically purchased in the cloud to facilitate remote work.
Of course, there are many more disaster situations that require proper procedures. From natural disasters to supplier bankruptcies. Or transportation issues and long-term interruptions in online services. As a company, it is best to document these types of problems with appropriate solutions, so that you will not make hasty choices immediately, you can solve the problems faster, and minimize the impact on the company.
Hardware asset management
The management of all the hardware circulating within the company is still often unstructured. ServiceNow hopes to change it through hardware asset management. The company previously started software asset management, and now it’s the turn of the physical equipment. Which systems are used in the company? This can be a laptop or smartphone, or a server. Related financial obligations (lease, rent, purchase) and signed service contracts (what is covered by the guarantee)? In addition, it is best to link the renewal procedure with this so that employees can move around on the same laptop for no more than five years. This usually leads to inefficiency because the system cannot complete the work.
Legal service provision
In many large companies, what is usually seen as a problem is the so-called “legal department.” Once the company signs a contract with a third party, the legal department should investigate it. This is generally considered an obstacle because the organization of these departments is not always very good and it takes a long time to check documents. As a result, the process came to a halt. Sometimes you will hear in large organizations: “Let us keep it simple or involve our partners so we can avoid legalization.” In some cases, this is harmless, but it can also lead to major legal conflicts. Through the delivery of legal services, ServiceNow tries to solve this problem by better organizing the department.
The delivery of legal services mainly strives to improve efficiency in two aspects. On the one hand, through a portal for employees, they can quickly access and use the company’s standard agreements. For example, standard NDA or supplier agreement. Or a template for more complex contracts. If changes and additions are neatly marked, Legal can check the final result faster.
In addition, a portal was developed for the legal department itself, where they can quickly see which workload is still waiting for them and which contracts are urgent. They can also handle more standard matters faster, which will increase internal satisfaction with the legal department, and there will no longer be any reason to bypass them.
Analysis Center
The idea of Analytics Center is that you can quickly find answers to questions about company data. For example, how many public tickets are still in ITSM. This is a simple question that ServiceNow can answer quickly. The same applies to data-related issues related to other ServiceNow solutions. The idea is that among all the data stored in ServiceNow, it is easy to ask questions for analysis. The user does not need to understand, for example, SQL queries.
To some extent, this works fine, but if the company also uses Salesforce, Oracle ERP or SAP S/4HANA, the situation will become more complicated. Then, a lot of key company data is in those recording solution systems, not in ServiceNow. In any case, copying or synchronizing all data with ServiceNow is not a solution. ServiceNow shows more or less that this is the first step of its analysis center. It provides insight into ServiceNow applications and processes.
The company hopes to learn more about data from other systems in the future. It hopes to establish integrations and links with, for example, Salesforce or S/4HANA, so that Analytics Center can connect to these databases and retrieve data in real time to provide insights. However, this is still a future thing. Maybe next year we will hear more.
Related operations
Finally, there are associated operations, which is a solution that the company has not considered extensively. There will be many growth opportunities in the future. With the help of interconnected operations, ServiceNow will also emerge in the IoT market. It hopes to realize the monitoring, analysis and security of IoT devices.
Examples of IoT on an airplane
ServiceNow mainly hopes to integrate with existing IoT solutions to give them new dimensions. ServiceNow uses an airline as an example. When turning to an airplane, many processes must be performed simultaneously:
- Boarding and disembarking;
- Loading and unloading goods;
- Loading and unloading of luggage;
- Supplementary food
- clean
- Fuel the plane
- Treat wastewater and supplement clean water;
- Technical control.
These individual processes must all run smoothly, otherwise the flight may be delayed and cost a lot of money. All these processes have their own software systems, and these software systems cannot work together or exchange data. In this case, ServiceNow hopes to be the layer that will be placed on top of it.
Therefore, ServiceNow hopes to collect all data from those individual systems. In this way, analysis can be applied and problems can be found at an early stage. It can be maintained by applying AI to the data to prevent actual problems, or it can be done by developing workflows that affect different systems. If the cleaner can report that the seat or toilet seat is loose, the service technician can avoid delays in the flight. Sometimes simple things keep the aircraft on the ground.
All these individual processes can also be better coordinated and can run faster. Although there is a lot of space on the plane, it is useful if not everyone is performing the mission at the same time. Then you hinder each other.
In addition to this example, there are other industries that use machines that are not linked to anything. However, processing this data and additional workflow and analysis are added value.
ServiceNow has indeed entered a fairly busy market involving many professionals. Nevertheless, ServiceNow hopes and believes it can make a difference because it is part of the Now platform, and then the company provides a central solution for their IT processes and workflows.
in conclusion
All in all, ServiceNow has made the necessary improvements in the Paris version. It is also launching a large number of new services that already provide added value. For some services, seeds are more or less planned. With further development, they can become truly large-scale solutions that can manage, improve or solve critical business processes.
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