ServiceNow hopes to expand its image as a company that is still very focused on the IT management system (ITSM) field to obtain a more comprehensive view, which can include the service management of human resources, security and service departments to customers.
To this end, the company hopes to adopt the concept of digital transformation to improve the employee experience by using tools that facilitate daily operations.
The company’s CEO, John Donahoe, said: “Working environments need to provide an experience that enables people to exert their best talents. ServiceNow provides an opportunity for companies to enable employees to integrate them in a simple and intuitive way. The technology already used is brought to consumers.”
The user-centric approach is reflected in the brand identity. The new logo displayed during Knowledge18 in Las Vegas replaced the power button with an image representing the “o” in “now”.
“This means that the challenge is not the technology itself, but putting employees at the center of the experience and making the system serve people.” Donahoe said.
The company seeks to meet this challenge through NowPlaform, a cloud system designed to automate the following operations: business Throughout the company. The platform uses a single data model to facilitate the creation of workflows for different regions.
One of the functions of the platform is a technology called an intelligent automation engine, which can be used with anomaly detection, predictive models, benchmarking and performance prediction.
The system also includes tools such as service portals, knowledge bases, and rapid application development.
One of the ways the company found to promote the employee experience is to avoid changing windows and programs while performing tasks. Therefore, one feature of the new version of the company’s tools for managing IT services is Agent Workspace.
The solution collects all calls in the same environment (whether via email, chat or phone) and can still solve problems, including the status of processes that require other employees to participate in joint actions. Therefore, the goal is to solve the difficulties of support professionals in finding jobs. information And tool replacement.
In terms of users who need support-in order to realize the idea of improving the operation of all employees-the company launched Virtual Agent, a chat system designed to quickly place orders, such as replacing equipment. The system provides pre-programmed dialogs through ServiceNow, which customers can adjust. You can also create responses for new conversations.
With the acquisition of the startup Parlo announced two weeks ago, its purpose is to increase the understanding of the natural language of virtual agents. In this way, customers will be able to train robots to understand the technical content and jargon used in the company.
For the human resources department, a new feature is to automate personalized content for the company’s employee portal. With it, each employee’s homepage will present specific content according to the workplace and professional field.
In addition, career changes (such as promotion) can automatically generate new articles recommended to employees (such as materials explaining the contract renewal process).
Another novelty that covers employees in various fields is the addition of a professional document manager to the portal. In this environment, files related to recruitment, promotions, holidays, etc. can be saved.
ServiceNow was founded in 2004 and had revenue of $1.9 billion as of the end of 2017, an increase of 39% over the previous year.
*At the invitation of ServiceNow, Júlia Merker reported on Knowledge18 in Las Vegas.
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