The corona crisis changed the rules of the global game almost overnight. Most countries are still in a state of emergency, government organizations are implementing emergency plans, and companies are changing the way they operate overnight. In business processes and workflows, there is no better mapping process than in business processes and workflows-this is exactly what you see on Knowledge 2020 until the beginning of June.
Picture: ServiceNow
The conference originally hoped to welcome 20,000 visitors from all over the world to Orlando, but it had to be rescheduled. It has actually started on May 5, has been running for nearly six weeks, and has brought ServiceNow together with its customers, partners, developers, and interested parties. The exchange of experience aims to provide insights on how to deal with crises, and of course other insights. ServiceNow CEO Bill McDermott said in his opening speech: “No one is smarter than the rest of us.”
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Nevertheless, the first week of the conference was dominated by crisis management. For example, the Washington State Department of Health CIO Jennifer McNamara (Jennifer McNamara) reported how her organization used the Now Platform to develop an emergency application, with the help of the application, emergency resources and personnel can quickly appear in key locations. Washington is home to companies such as Microsoft and Amazon, and the first state and the United States to record corona infections.
Although the world is visiting key employees in the healthcare field, IT employees are the secret heroes of this crisis-also in ServiceNow. Pablo Stern’s department, senior vice president of IT Workflow Products, must actually make 10,000 employees suitable for remote work overnight. In an interview with Stern, Delta’s IT operations director Majhi Mohseni was able to do just that. Now Platform’s IT automation helps airlines make home office for 30,000 employees possible in a short time.
Pablo Stern also announced interesting news about its product line in the keynote speech. Now it will be equipped with virtual agents that use natural language processing to extend the self-service capabilities of the platform through voice commands, as shown in the video below.
Farrell Hough, Senior Vice President of Customer Workflow, provided more insights on handling crises. She described how Tennessee in the United States used Now Platform to digitally apply for food aid. The application can now be processed within 48 hours, and the acceleration speed has been increased by 10 times.
One of the highlights of the first week of the conference was the presentation by Eric-Stephan Neill, the enterprise architect of printer manufacturer Lexmark. He showed how Lexmark uses Ins-Pi’s Designer and UPMx to use its ServiceNow CMDB to provide a “digital asset” library. Static artifacts are transformed into dynamic objects through real real-time connections and relationships between each other.
Photo: Lexmark
In this way, Lexmark’s digital asset team is able to directly link technical components with a “catalog” of business processes, activities and tasks. The library is now used to streamline processes, standardize workflows and increase awareness of technical debt. In the long run, the digital asset library should serve as an internal service to provide digital conversion.
Speaking of CMDB: Configuration management database seems to be developing into the Swiss knife of IT. For example, what about CMDB and DevOps? Tameem Hourani, head of DevOps expert RapDev, described the dichotomy between CMDB and DevOps in a short meeting and explained how CMDB can play a role in supporting DevOps, rather than getting in the way.
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The problem is that the introduction of containers, serverless technology and Git-Ops has made it increasingly difficult to maintain the CMDB and keep it up to date. However, if CMDB pays less attention to infrastructure and pays more attention to services, new opportunities will appear. Then, map the infrastructure in the form of code files, and CMDB saves the changes in these files. This helps log services based on events, thereby elevating the CMDB from the infrastructure to the application level.
For more demonstrations and interactive sessions on using Now Platform in IT services, it is best to take a look at the program for yourself. Interesting themes are available, and IT service management is just one of many themes. In addition, there are IT, customer and employee workflows, business continuity, experience design, a large number of user cases, and… our weekly series of articles will provide you with more impressions about Knowledge 2020-stay tuned!
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