New features help increase business efficiency and resilience amid macroeconomic uncertainty and unprecedented cyber risk
SANTA CLARA, Calif., September 22, 2022–(BUSINESS WIRE)–ServiceNow (NYSE: NOW) today announced more solutions within the Now Platform Tokyo release designed to increase operational intelligence and trust. In addition to ServiceNow Vault, announced yesterday, ServiceNow is releasing new AI-powered features and developer and risk management tools to help organizations operate more efficiently and enable more robust business models. business.
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Automation Center (Graphic: Business Wire)
According to Gartner®, software infrastructure spending in segments containing PaaS, cloud management and security is expected to grow at a double-digit rate, reaching combined spending of over $120 billion by 20261. Customers are leveraging ServiceNow’s breadth of capabilities as their platform for digital business amid macroeconomic uncertainty and unprecedented cyber risk. Additional solutions in the Tokyo release leverage AI and the platform’s highest level of privacy and security controls to boost business intelligence and mitigate risk.
“Reliability and operational efficiency are top of mind for business leaders. Organizations are investing in digital technologies that help them unlock efficiencies and save costs, while protecting their data in an increasingly challenging and sophisticated threat landscape,” said Jon Sigler, SVP for Today. ServiceNow platform. “With new AI-powered automation and risk management solutions coming out of Tokyo, we’re helping customers create more robust, secure and productive business models, all on a single platform, to navigate them in uncertainty with confidence.”
New Tokyo solutions that boost intelligence and confidence in business operations include:
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Task Intelligence for Customer Service Management arm service agents with AI and automation capabilities, freeing them to focus on the most complex customer cases and helping them be more empathetic when working with customers. Task Intelligence applies AI to the most common use cases to automate routine tasks like categorizing emails and cases and routing them to the right team, at the right time, in the right language using Sentiment Analysis to give visibility agents into a customer’s tone so they can prioritize work.
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Automation Center empowers IT teams and Automation Centers of Excellence with complete visibility of their organization’s hyperautomation landscape in a central, vendor-agnostic hub to drive greater efficiency and cost savings across the organization. In addition to managing ServiceNow’s own RPA within the Automation Engine, the Automation Center also provides insights into third party automation. By integrating siled islands of automation across vendors into a unified view, Automation Center enables organizations to maximize business impact, ROI, and operational health.
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DevOps Config helps ensure that DevOps teams can reduce outages caused by configuration changes, making their organization’s software and services more reliable, and helping to avoid lost revenue associated with outages. DevOps Config, included with ITSM Pro, manages configuration data for applications, releases, environments, and infrastructure in a single repository. Access control and real-time validation of configuration changes, along with centralized management, security, and authentication—seamlessly, and within development pipelines—help prevent outage.
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Operational Stability Management, part of ServiceNow’s Risk Management portfolio, helps organizations continue to serve customers, deliver products and services, and protect their workforce in the face of adverse events. With new Scenario Analysis capabilities, customers can design and simulate events to determine the potential impact on operational stability. These new capabilities enable teams to plan ahead as they anticipate, prevent, adapt to, and recover from any business disruption.
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ITSM Pro+ adds a new layer of business intelligence to the digital tools used by employees and customers. For organizations, ITSM Pro+ includes all the capabilities of ITSM Pro—and adds powerful insights with out-of-the-box analytics and dashboards, as well as a new end-to-end white glove service called Virtual Agent Optimize (VAO). At VAO, ServiceNow’s team of experts sets up, manages, and continuously optimizes Virtual Agent conversations with Natural Language Understanding (NLU) in real time, to quickly deploy of customers Virtual Agents for the most efficient responses and resolutions.
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ServiceNow Vault using flexible key management and data classification to drive data anonymization, ServiceNow Vault enables organizations to protect sensitive confidential data and increase regulatory compliance through native encryption that platform. Vault also enables organizations to strengthen their platform security posture by simplifying the management and protection of machine credentials, as well as verifying the authenticity and integrity of code deployed in the MID Server that helps to ensure that there is no malicious input. Finally, Vault makes it easy for organizations to export their ServiceNow system and application logs at scale and in near real time as a service.
The Now Platform Tokyo release is designed to help organizations navigate complex business challenges amid an uncertain macro environment. The release of ServiceNow Tokyo is purpose-built to deliver better employee and customer experiences, increase intelligence and trust in operations, and accelerate value in ways that are good for people, good for the planet, and good for in income.
What customers, partners, and analysts are saying about the Now Platform Tokyo release
Orange Business Services
“Orange Business Services helps companies transform their businesses, redesign their services and use the potential of data to improve operations, including employee and customer experiences,” said Daniel Bigagli, vice president, enterprise services business unit at Orange Business Services. “The new Automation Center solution within the Now Platform Tokyo release gives us greater visibility and data-driven insights into automation deployments across the enterprise, so we can increase efficiencies and return on investment, which allows us to better communicate the benefits of the business to our customers.”
IDC
“Data security and privacy are key concerns for organizations as they move more data to the cloud. Increasing cyber threats and data privacy requirements are placing greater emphasis on ensuring that sensitive data is protected,” said Jennifer Glenn, Director of Research for IDC’s Security and Trust Group. “ServiceNow Vault includes advanced data encryption and anonymization capabilities designed to offer organizations greater flexibility and control over how they protect sensitive data within mission-critical apps business. This flexibility is important for organizations that need to comply with privacy regulations, while still maintaining a high level of application performance.”
Availability
The Now Platform Tokyo release is generally available now.
Additional information:
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ServiceNow’s Chief Operations Officer, CJ Desai, explores new innovations on his blog
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Read insights from ServiceNow’s Senior Vice President of the Now Platform, Jon Sigler in the Now Platform Tokyo release
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Watch a demo in the Automation Center here
About ServiceNow
ServiceNow (NYSE: NOW) makes the world of work, work better for people. Our cloud-based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and enterprises. For more information, visit: www.servicenow.com.
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1 Gartner, Forecast Analysis: Enterprise Infrastructure Software, Worldwide, 12 August 2022
GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its US and international affiliates and is used herein with permission. All rights reserved.
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Contacts
Jacqueline Velasco
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