New York ServiceNow updates the IT team’s workspace

Now, the platform for managing IT services in the SaaS model provided by the publisher ServiceNow is constantly evolving at a rate of two updates a year, and each update is named after the city. After the Madrid version was available in March, it is now the New York version delivered in late summer. After acquiring Skygiraffe, Madrid introduced a low-code development studio to design native mobile applications. In New York, ServiceNow further supports the creation of applications through Guided App Creator, which provides a guided step-by-step experience, especially in creating workspaces (working spaces for different users).

In Madrid, after iOS and Android stores provided native apps for IT operators, another novelty in the mobile field emerged, this time apps for employees. ServiceNow France technical director Matthieu de Montvallon explained that this will enable them to enter requests from their smartphones, consult the service catalog or obtain approvals. He concluded: “We are simplifying our mobile approach through three standard applications.” Remember, the Now platform provides three types of workflows for IT, employees, and customers.

Parlo’s natural language processing has been integrated into Now

The technical director pointed out that after acquiring Parlo and its engraving tools a year ago, people are eagerly looking forward to another development, which is the possibility of natural language dialogue with virtual agents. This technology has been integrated into the Now platform. When users start to enter their question words, the intent engine will recognize the nature of their request and direct them to the correct virtual agent. “We provide pre-wired intent models and allow customers to design other models.” Matthieu de Montvallon explained. Similarly, the creation of the learning model can be completed without code. After integrating with the iPhone’s virtual assistant Siri, you can open tickets by voice, view tasks to be performed or talk to chatbots.

The technical director said: “In the New York version, ServiceNow’s SaaS platform also updated its various interfaces through its workspace, “the real workspace, business by business”, he recalled: ITSM, and portfolio and business management Project management”. In Madrid, employees are also equipped with human resources workspaces. In the New York edition, there are three other workspaces for IT workflow. The first is the service owner, which provides a comprehensive view of the services we provide in order to proactively manage them. The second is the supplier manager, which integrates all information to monitor the services provided by the supplier and performs performance analysis based on defined indicators. Matthieu de Montvallon explained that the third is the operator, which provides a console to monitor the health of the service. “It brings together everything from IT OM [IT Operations Management] Service-oriented, used to monitor operational indicators”.

Vulnerability management: now track repair progress

In the software license management section, the New York version can now automatically assign license rights during the process of welcoming new employees. “In our SAM offer, we have linked it to the onboarding process so that everyone can be assigned the appropriate license.” In the area of ​​security, ServiceNow has also expanded its capabilities. “In terms of vulnerability management, we don’t know how to monitor the progress of repairs. The technical director emphasized that we now know how to restore this state. Therefore, we can automatically identify and prioritize the most effective solutions for active vulnerabilities, and monitor solutions Deployment progress.

Other news about client workflow in New York. It is now possible to identify and generate customer cases based on observed operational problems in order to provide proactive solutions. For example, if an event occurs in a SaaS application, the user will be notified. In terms of employee workflow, the Now platform has been enriched by the Mobile Onboarding application, this time for newly recruited employees who have not yet joined the company. It is a mobile application dedicated to boarding, with a guide that groups all tasks to be performed by different departments of the company (mainly IT and HR) into one group. These are the main novelties that New York brings. The next version of the Now platform is scheduled to be released under the Orlando name in the first quarter of 2020.

At the end of July, ServiceNow announced its financial results for the second fiscal quarter. During this period, subscriptions to the SaaS platform used to manage IT services and certain business services (human resources, general services) increased by 33% compared to the second quarter of 2018. From April to the end of June, the publisher Santa Clara (Santa Clara) reported that it signed 39 annual contracts with a total value of more than US$1 million, increasing the number of customers with annual contracts of more than US$1 million to 5,400. 766. It will be released globally at the end of June 2019.