Every six months, ServiceNow releases a new version of its suite. Every time, the publisher will give them a city name. After New York, Orlando, Paris and Quebec, this is “Rome”. If all roads lead to the capital of the Roman Empire, few versions are so aptly named. Therefore, ServiceNow is positioned as the “platform of the platform” (sic). In other words: all services point to him.
ServiceNow: “Platform of Platform”
The term “platform” is one of the most frequently used words in IT. But as far as ServiceNow is concerned, this makes sense. Nerys Mutlow (ServiceNow Chief Innovation Office) said “Platform in Platform” refers to a solution that “connects all best-in-class tools”, making it a “action-supporting system” (original version: “A system action” ).
As we know, ServiceNow’s vision goes far beyond ITSM and now faces all services: human resources, after-sales service, etc. For example, it can already create a human resources portal so that employees can access all the information and documents they need (payroll, certificates, vacation, help desk, etc.). In Rome, ServiceNow takes this logic one step further.
“Managing mixed work and avoiding employee burnout”-Rome’s main Trojan horse-is the “employee center”.
In the aforementioned HR portal, the “Employee Center” adds other services (financial, legal, IT, etc.) and applications that employees need for their work. From the perspective of the intranet concept, we are getting closer and closer to the concept of “digital workplace”, which integrates data, information, and business tools.
Connected to the employee center and always focusing on mixed work, the “employee journey” should be able to “easily” create tailored courses for the organization using low-code/no-code tools (new employees, professionals are welcome). And leaving the company, etc.).
All roads also lead to AI
For ServiceNow, along with Rome, all services also lead to artificial intelligence (AI) and automation.
Quebec marks the first step for publishers in process mining to map the company’s processes and evaluate processes that can be improved. Nerys Mutlow explained that along with Rome, it is also an artificial intelligence that “identifies the top 10 automation opportunities.”
For the Chief Innovation Office, this “automated discovery” is even its “favorite novelty”. In one version, there is also a tool for creating mobile applications (mobile application generator), and a “customer Manual”, which improves the portrait layout of ServiceNow for the sales department and through closer integration with Microsoft Teams.
More broadly, the shift to enterprise service management—and today’s shift to digital workplaces and mixed work—is a fundamental movement that has the potential to create new competition. “Adopt a tool for the IT service desk and extend it to workflows outside of IT, which may attract the attention of editors [d’applications métiers] Caught off guard,” Charles Betz of Forrester Research analyzed. “It reminds me of Wayne Gretzsky’s famous saying that you always have to skate where the ice hockey is, not in the hockey. The place. Oracle and Salesforce will do it with a little delay.”
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