Experience better administrative procedures: ServiceNow introduces new tools

At its in-house Knowledge 22 conference, ServiceNow will showcase the new Service Operations Workspace app as part of its cloud computing platform. The tool aims to combine tasks from the areas of Information Technology Service Management (ITSM) and Information Technology Operations Management (ITOM) into a shared configurable work surface.

Traditionally, ITSM and ITOM teams have used different applications to accomplish their tasks — but, for example, if there is an operational issue that affects a customer’s experience, the roles of departments overlap.

In a Service Operations workspace, teams must see these issues from a common perspective so they can resolve them more quickly. The application also aims to provide an overview of orders, losses, service announcements and appointments to prioritize work based on SLAs and their urgency. The Service Operations workspace is scheduled to be available in the ServiceNow Store in June 2022.

Improving administrative processes

In public sector digital services, ServiceNow provides the digital basis for public sector activities to improve the “customer experience” when dealing with authorities. The app includes pre-made data models and workflows specifically designed for the public sector. It is designed to replace and simplify tedious manual processes that are often based on legacy systems. In addition to faster processing, the goal is more transparency about the status of the order.

In addition, there is the Application Engine Management Center (AEMC), which is used to centrally manage all aspects of low-code application development for applications on the Now platform. Administrators can place Guidelines and apply standards looking at compliance with the Guidelines in one central location. The App Engine Admin Center and Public Sector Digital Services are now available in the ServiceNow Store. European Branch of Knowledge 22 was held on May 11 and 12 in The Hague.

(fu)