ServiceNow started Knowledge 21, its annual ServiceNow event today. On the first day, I immediately saw some announcements, including focusing on vertical areas, which was Bill McDermott’s first hand.
McDermott’s leadership is known for two things. The first is to make annual acquisitions to expand the investment portfolio. The second is to focus on vertical areas. As the CEO of ServiceNow, he also stated that he hopes to focus on certain vertical areas with partners. This was immediately obvious during Knowledge 21, as the company will further focus on the manufacturing and healthcare industries.
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manufacturing
ServiceNow hopes to make the manufacturing industry smarter through the Now platform. Applications on the platform especially play an important role in this regard. Manufacturing applications are called operational technology management (OT management). OT management must respond to the needs of the manufacturing industry. It must provide key technologies to gain more visibility into IT and OT processes. This makes it clearer how the systems operate and where they depend on each other. OT management can also detect the OT system itself.
In addition, this technology should also improve the usability of the system. Workflow can play an important role in automated processes, and the same is true for OT systems.
Finally, ServiceNow believes that it can play a role in protecting OT systems to reduce risk and improve compliance. It has developed active and passive safety workflows for this purpose.
ServiceNow works with partners
Due to the rise of Industry 4.0 and Covid-19, investment in digital work and improved production facilities has increased significantly. In order to get the most benefit from these investments, the company hopes to actively use the data available in modern production facilities. The data can be used for analysis to increase production efficiency or improvement, and it can also initiate a workflow when deviations or bad behavior are detected.
Properly setting up specific industry solutions and making the most of the available data requires expertise. ServiceNow cannot do this alone, which is why it actively works with partners. In the meeting with Atos, Deloitte, Fujitsu and Infosys will work with ServiceNow to provide OT management for the manufacturing industry.
The OT management solution will be launched in the third quarter of 2021.
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health care
ServiceNow also hopes to play a greater role in the healthcare sector through new and improved healthcare solutions. The company has already taken the first step in the industry with its vaccine management management solution. This allows the government to track the complete vaccination process. When using this solution in the background, ServiceNow is responsible for millions of vaccinations. Our thinking is that it is mainly smaller local governments in certain countries that are currently taking advantage of this. The Federal States of Germany and Scotland use ServiceNow vaccine management solutions. ServiceNow shows that vaccine management is a highly scalable solution. In Germany, 120,000 people made appointments for vaccinations within the first two hours after the solution went live. During peak hours, the solution has 5,000 appointments per minute and 7,000 page views per second.
Therefore, governments that still have problems with vaccination management can turn to ServiceNow. IT vendors have ready-made solutions. The solution also has many new features.
For example, the solution now offers the possibility of making appointments for so-called “walk-in” persons at the vaccination site. These people came to vaccinate without an appointment. This is currently difficult for Covid-19, but it is possible for other vaccinations.
Call center employees can now also provide multiple time periods instead of the next available time period. Now offers more flexibility than when it started. It is also possible to reschedule or transfer the appointment to another vaccination location.
Healthcare and life science service management
The vaccination solution is just the beginning of ServiceNow, and its new solution aims to truly change the health sector. With the help of healthcare and life science service management (HLSSM), it aims to improve, automate and make the front-end and back-end workflows of medical institutions more efficient. ServiceNow said that this should improve the patient experience because nurses or doctors can have more time with patients.
Like any ServiceNow product, this solution is built on the Now platform. The ultimate goal is to provide innovation opportunities through workflow and integration of different systems in each part of the health chain. ServiceNow considers healthcare providers, health insurance companies, pharmaceutical companies, and medical device companies.
ServiceNow works with a healthcare data model within its platform, which also includes a digital patient file. The company uses the FHIR standard for this purpose. This is an internationally recognized medical data exchange standard.
HLSSM also has a 360-degree patient overview, through which healthcare providers can immediately view all information about the patient without having to switch to other applications.
In addition, based on the knowledge it has collected, ServiceNow has developed the necessary workflows that can be launched immediately to allow systems to communicate with each other. Therefore, providing healthcare is more about patients than management and IT systems.
We see that the biggest stumbling block for this solution is the fragmentation of the industry. Standards and solutions often vary from country to country, and so does the way they work. The question is how easily you can roll out such a system. This will be proven in the near future.
Availability
Vaccine management management solutions are available from the ServiceNow store and include new features. Healthcare and life sciences service management will be launched sometime in the third quarter.
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