Picture: ServiceNow
ServiceNow believes that people should be able to work the way they want, rather than strict guidelines imposed on them by outdated software. Now Platform aims to achieve this. The Orlando version of the platform now provides new AI and analysis capabilities, allowing people to work more efficiently and better. ServiceNow refers to this functional area as “Now Intelligence”.
Now, Intelligence represents the optimization of IT functions, employees and customers’ workflows so that every department in the company can work smarter and faster. These tools combine human-machine and machine intelligence, so users can make better decisions, solve problems, find answers, and automate tasks.
With Now Intelligence, ServiceNow can improve the user experience in the workplace based on insights that help simplify business decision-making and bring the entire company’s productivity to a whole new level. Highlights include the following functions:
Cloud Insights: With intelligent recommendations for usage management during working hours, this new solution helps optimize the cost of users’ cloud assets by selecting the right resources and implementing appropriate usage guidelines.
The affinity of the agent to assign tasks: Through wise consideration of the context, the customer service team can assign work orders to the best agents, thereby increasing customer satisfaction. For example, you can assign tasks to specific teams that always serve specific customers, agents who have taken care of customers before, or agents with experience in related tasks.
Virtual agent’s understanding of natural language: Related updates are based on innovations provided by the Madrid and New York versions, and simplify the development and maintenance of the NLU model (Natural Language Understanding).
Software risk assessment: Through this feature, security and IT teams can identify vulnerable software and associated devices and servers, and immediately modify them using standard IT workflows, thereby minimizing the risks associated with vulnerabilities.
Picture: ServiceNow
Tasks are increasingly handled on mobile devices. The Orlando version provides many new mobile features that are designed to allow users to work better and more efficiently on the go. All of these features have been used by ServiceNow employees, who have always been the first employees to benefit from innovations on the Now platform.
For example, in the fourth quarter of 2019, 73% of new users of the Now Mobile app used the search function within the first week after installing the app. In addition, ServiceNow has determined that search is still a very important function: existing users of the search function use an average of 30% to 40% per week.
Highlights of Orlando’s new mobility features:
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Mobile agent improvements: These features enable local mobile experience so that service desk agents and employees can use any mobile device to solve problems at any time. Mobile agent functions are provided in ITSM, ITOM and field service management solutions.
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Mobile branding and analytics: These functions can configure a travel experience with a customer-specific appearance for applicants, new and existing employees. In this way, you can see in detail which services they mainly use.
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Action target advertising campaign: This function can provide employees with important and relevant information (for example, tax dates, website updates, local IT plans) directly on their mobile devices. Personal profile information (such as department and job category) is used for this purpose. This proactive approach to employee communication can increase satisfaction and reduce the volume of service desk calls.
For developers, the Orlando release is also good news. Now Platform also now provides automated change management for DevOps pipelines. These tools provide developers and IT departments with the latest insights; at the same time, the manual, time-consuming approval process for changes is automated. Therefore, customers can release functions developed outside the platform faster while maintaining security. ServiceNow DevOps is no longer distributed through the Service Now store as it was at the beginning, but is provided as part of the Orlando version.
Orlando marks the sixth launch of the platform by Chirantan CJ Desai, Chief Product Officer of ServiceNow. Desai said: “I am proud of the development, product and design teams around the world who have worked tirelessly to deliver Orlando’s Now Platform on time and at the same time deliver high-quality innovations. “These teams are already working hard to develop the next version of the platform. Version, which will be released in the fall. “
ServiceNow will introduce and explain Orlando’s Now Platform with Now Intelligence in a public broadcast on March 19. However, the release version of Now Platform is generally available. The ServiceNow Now agent, Now Mobile and ServiceNow Onboarding apps can be downloaded from the Apple App Store and Google Play Store for iOS devices.
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