The ServiceNow platform is updated every two years, called Quebec, which further enhances its ability to create workflows and low-code applications using App Engine Studio and App Engine templates. It also combines the artificial intelligence technology of the acquisitions of Loom Systems and Attivio.
ServiceNow’s SaaS platform was initially centered on ITSM and has been extended to the management of company service flows in the past few years. It provides tools to quickly create workflows around not only IT-related processes, but also human resources and customer-related processes. With its biennial Quebec update (immediately following the Paris version delivered in September 2020), these processes and application flow creation capabilities have been enhanced by the introduction of Creator Workflows. The latter is based on low-code App Engine and IntegrationHub development tools (used to extend existing manual processes), and brings two new products: App Engine Studio and App Engine Templates.
The first is App Engine Studio, which is suitable for users without any coding experience. From a visual low-code development environment, it allows them to collaborate and build applications in a guided manner. The second product App Engine template also does not require coding. It allows access to pre-built workflow blocks so that you can build applications without starting from scratch. In general, in recent months, companies need to shorten the delivery cycle of certain commercial applications, which has promoted the growth of low-code and no-code development tools in the market, as evidenced by financing in this area. By providing such tools in the Now platform, ServiceNow enables its customers to rely on its business functions and a unified data model.
Loom and Attivio functions integrated into Now
The Quebec version also provides three additional workflow solutions. Process optimization can intuitively create workflows for IT and customer service, improve them, and identify bottlenecks that may slow them down. Also for IT and customer service teams, Workforce Optimization provides a workspace to track user activities. As for Engagement Messenger, it can include (in low-code mode) a self-service experience in the website, making it possible to access research, virtual agents, and directories in the knowledge base.Services, real-time chat, case management, etc.
With this update to the SaaS platform, ServiceNow has also expanded its artificial intelligence capabilities by acquiring the functions of Loom Systems and Attivio. In terms of ITSM, this brought the first ITOM (IT Operations Management) predictive AIOps to predict events and help automatically solve problems. Other new features are virtual agents and AI search. Finally, general requests allow users to support transfer of work orders between departments, while letting users know the status of work orders.
#ServiceNow #enhanced #lowcode #tools #Quebec #version
More from Source