Santa Clara, California-((Business line)-ServiceNow (NYSE: NOW) is a leading digital workflow company dedicated to providing people with better jobs. Today they launched Connected Operations, a powerful new solution that integrates IoT data with ServiceNow digital workflows are linked together so that companies can monitor and manage critical infrastructure, get a faster return on IoT investment, and pursue new business models. Internet of Things technology is expected to connect 50 billion smart devices this year. Internet of Things data may be transformative, but the premise is that companies must use data effectively. By directly introducing IoT data into the Now platform, organizations can view the operating status and history of assets in multiple locations on one platform in near real-time, thereby providing them with valuable insights, improving customer satisfaction and realizing new sources of revenue .
Digitalization continues to change industries, and organizations must introduce new business models to survive. ServiceNow Connected Operations enables companies to transform operations, respond quickly to data and insights, and develop into a new product-as-a-service model. Any problems that arise will automatically trigger operational events, so the team can use customer service management and field service management workflows to quickly take action, categorize and solve problems. This eliminates cumbersome maintenance coordination between cross-functional teams and reduces the chance of problems affecting the company or its customers. Through the Internet of Things and operational workflow on a single platform, companies can transform customer experience and improve customer satisfaction by enabling new business models.
Jonathan Sparks, Vice President of ServiceNow IoT and Operational Products, said: “The Internet of Things provides companies with great potential to transform operations, respond to insights in near real-time, and develop into a product-as-a-service model.” Stuck in an isolated system. With connected operations, companies can now realize the full value of IoT data, use these insights to solve problems before customers even know that things happen, and unlock new levels of productivity and growth. ”
The Wisconsin-based Traffic and Parking Control Co., Ltd. (TAPCO) is an early, knowledgeable person of IoT. It provides intelligent transportation solutions for private companies and governments at all levels in 50 states. In order to make better use of the always-on device data flow, TAPCO and ServiceNow collaborated to test the new Connected Operations product. Before the interconnection operation, the data collected from the Internet of Things devices are stored and indexed on TAPCO’s network and servers. ServiceNow and TAPCO saw an opportunity to link this actionable insight with customer service management and field service management workflows, thereby achieving greater automation and efficiency. Thanks to connected operations, most of this process has been automated. Now, the performance signal of the equipment will trigger the automatic search of the TAPCO equipment record, and all relevant information will be directly transmitted to the customer service and remote operation center at the same time to extend the system uptime of the critical transportation system.
Jason Anderson, TAPCO’s IT director and executive team member, said: “The power it gives us is incredible.” “For us, there are many opportunities to move to digital workflows. There is no need to jump back and forth between multiple systems and You don’t have to look up customer contacts on this file server. When an alert arrives, all information will be merged here. This simplifies our internal workflow, which improves our response speed and improves the customer experience.”
Connected operations include:
- IoT Bridge Import isolated data from assets connected to IoT into the Now platform and monitor the infrastructure across locations. It can authenticate and communicate with IoT devices through standard IoT protocols such as MQTT and HTTP. It can also be expanded to support many devices, and grows with the growth of IoT investment, making it possible to quickly and easily connect to critical IoT infrastructure.
- Internet of Things Rules Engine: IoT Rule Builder allows users to create rules to ensure that organizations are immediately notified when problems occur. In a simple visual interface, users can quickly build rules without writing code. These rules are notified by the rich business context in the ServiceNow Configuration Management Database (CMDB).Once the IoT data is integrated into the IoT Bridge, the IoT rules engine will assess whether the data has potential problems in almost real time.
- Operational events: IoT events are created when the IoT rules engine detects a problem, and one or more events can become operational events, thereby reducing noise and reducing false alarms. Using digital workflows to help, teams can collaborate to classify affected assets and determine measures to resolve incidents.
- Connection workflow: ServiceNow Connected Operations is integrated with customer service management of field service management, enabling cross-team collaboration in an intuitive workspace to manage response work. Teams can create proactive cases in ServiceNow customer service management from the Connected Operations workspace and notify customers who may be affected. They can also create work orders in ServiceNow field service management to dispatch field technicians who can also view IoT data for repairs.
Availability
Connected operations are available today. For more information, please visit Associated Operations.
About ServiceNow
ServiceNow (NYSE: NOW) is creating the world of work and making people work better. Our cloud-based platform and solutions provide digital workflows that create great experiences and release productivity for employees and businesses. For more information, please visit: www.servicenow.com.
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