ServiceNow Supports Workflow Revolution-Example of Efficiency Improvement in Corona Disaster-ZDNet Japan

ServiceNow USA will hold its annual event “ServiceNow Knowledge 2021” online from May 11th to 13th. In the keynote speech on the first day, CEO Bill McDermott and other executives showed up and introduced various examples of using “platform in platform”.

Realize rapid response to corona damage such as vaccination through workflow

“The workflow revolution is happening, and we are at the center of it,” said the second Knowledge who became the CEO of ServiceNow. He suggested that workflow should change from “linear thinking” to “exponential thinking” with the development of technology.

Even in the case of Corona, the company did not slow down the development speed and developed this feature. In March, it announced the latest version of Now Platform in Quebec. “In the past year and a half, the functionality of the Now platform has doubled,” McDermott said.

In the past year or so, the “safe workplace kit” and “workplace service delivery” for employees to return to work safely, and the “vaccine management management” (VAM) for vaccination management are all related to corona disease . However, we announce more new features during the event. For example, the team’s working space is allocated so that the office will not become a three-pack (dense, closed, and closed) “workplace service delivery community”, and the return to work planning function of the “safe workplace dashboard”. In addition, VAM Functions can also be enhanced through inventory control and schedules, and vaccination appointments can be made at other locations.

McDermott’s industry-specific solutions have also been announced for manufacturing and healthcare.

“The customer implemented the workflow in ServiceNow within a few weeks and got immediate results,” McDermott said. As an example, I introduced NHS Scotland, the National Health Service of Scotland.

NHS Scotland has 14,000 employees and 4 million citizens. Use ServiceNow to build a new coronavirus infection vaccination management system. While advancing vaccination as soon as possible, we will create a workflow that combines national and regional data to give priority to vulnerable groups such as the elderly. We created a regional waiting list and allowed citizens to request a vaccination time. It also manages the supply and demand of personal protective equipment (PPE), such as masks. The dashboard is updated every 30 minutes, so you can see the situation in real time. Implementation took 6 weeks.

“The NHS has become a completely different organization from 14 months ago. The data tells us what to do. It has been reborn as a data-driven,” NHS Scotland Director Derek Mitchellson said in a video message.

As an example of establishing a system in the same short period of time, McDermott introduced the National Women’s Basketball League WNBA and men’s MBA. In Florida, “Bubble (a facility to prevent athletes from infection)” in Florida conducts PCR testing and other security workflows for a total of approximately 2,600 league players, staff, suppliers, and guests. It uses the “employee workflow” “And was able to perform 25,000 inspections this season. The implementation cycle is less than one week. It processed more than 13,000 required documents and helped ensure safety.

“Now Platform has the characteristics of an architecture, a data model, and a platform. No matter what challenges customers face or what workflows they want, we can help them realize it by using Now Platform. You can ,” McDermott said. I promise that the work process will deepen teamwork and achieve greater goals.

Lead customer and partner Lara Caimi also introduced a wildfire response system. Wildfires have become a serious problem, with more than 500,000 wildfires in the United States in 2020. Federal authorities have been using 26 systems to respond manually, but now they are using the Now platform to build a system that can distribute the equipment, aircraft, staff, etc. needed to extinguish fires. It is said that the response time has been greatly shortened.

Focus on the integration of AI, integration, automation to RPA in 2022

The last product and engineering CEO, CJ Desai, talked about the latest technology trends. ServiceNow has focused on three things in the past few years: AI (artificial intelligence), integration and automation.

In terms of AI, the functions that have been implemented include “AI search” and “AI Ops”, but in 2021, the “virtual agent theme recommendation” that will enhance the virtual agent function is mentioned as a technology. Special treatment. AI uses natural language recognition to identify solutions related to problems and recommend them to users. Florida’s highway protection and automobile management departments are already using this feature to automatically handle issues such as license updates and license plates.

For integration, we will provide a “Spoke” that can be easily linked as an “integration center”. “In 2020, we provided 3,500 integrations, which can speed up the time to value from using ServiceNow by 70%,” Desai said. In particular, he reported that the adoption of “Microsoft Teams” integration with Microsoft, which has a strategic alliance, is increasing.

In the field of automation, “the only platform that provides all automation-related technologies (such as workflow, integration, and machine learning),” Desai said. It also revealed that it plans to incorporate RPA (Robot Process Automation) into the platform in the first half of 2022.