In Rome, ServiceNow emphasizes mixed work

If Rome is not built in a day, ServiceNow intends to accelerate the company’s digital transformation and support the trend. To this end, IT service management experts demonstrated the Roman version of their SaaS (Platform Now) platform, which integrates multiple functions. It aims to provide tools to quickly create a more agile work environment, help customers strengthen automation, application development, and better manage the transition to hybrid work.

One-stop shop and collaboration for mixed work

ServiceNow specifically emphasized the last point, integrating the “employee experience” component in the platform. Therefore, we found the “Employee Center” service, which provides an interface that allows employees to quickly find personalized information, complete tasks, get help, and request services from different departments such as IT, human resources, facilities, procurement, and law. This one-stop shop includes different theme tabs and connects to Microsoft Teams for collaboration.

The integration with Teams is a bit deeper for workflow management. (Photo source: ServiceNow)

With the development of telecommuting, human resource issues have become more prominent. The “Employee Journey Management” service serves as a tool to manage the employee journey by handling various tasks: integration, professional transition and leaving the company. The HR team can use it to customize the resources, plans and needs of each employee without any special development. These tools should facilitate the transition to hybrid work by emphasizing collaboration and participation to make the employee experience smoother and more efficient.

Strengthen automation

After becoming the subject of ServiceNow, Rome is not immune to the increase in automation. Among the various functions related to this trend, Automation Discovery lists the top 10 possibilities for automation. In order to perform this inventory, the editor needs to go through multiple applications, such as virtual agents, automatic routing, and agent assistants. Rome is also improving the Health Log Analytics Enhancements feature, which can help detect problems by predicting AIOps.

The automated discovery tool lists 10 tasks to be automated. (Photo source: ServiceNow)

Another new feature in the Rome version: Mobile App Builder service. This enables developers to quickly create and deploy applications for iOS and Android devices through a single interface. For the customer service team, the provider provides different scripts to easily manage the life cycle of a specific customer service ticket type.

App Mobile Builder wants to make it easier to create mobile applications. (Photo source: ServiceNow)