ServiceNow has updated its Now platform to include an employee center described as a digital command center, which promises to make it easier for employees to navigate processes and tasks from anywhere. The Rome update to the Now platform also includes employee journey management tools designed to guide employees to complete organizational tasks such as onboarding and leaving.
ServiceNow Chief Innovation Officer Dave Wright stated that the goal is to make it easier for organizations to standardize processes that have changed dramatically since the beginning of the COVID-19 pandemic. As these processes have changed after the pandemic, it is a challenge for organizations to ensure that everyone in the organization knows how they work. “There is a lot of new tribal knowledge not everyone knows,” he pointed out.
Improve employee experience
When many employees realize that they can work not only from anywhere, but also for anyone, simplifying organizational processes has become a higher priority. In May 2021 alone, approximately 3.6 million Americans quit their jobs, and this month’s rate has been rising sharply since the beginning of the year. Of course, in addition to salary, a major factor in retaining employees is day-to-day work experience.
As part of this work, ServiceNow has also added automated discovery capabilities to identify top ten opportunities for automating work across 180 topics using the ServiceNow application. In addition, the company also provides a customer service manual to guide the organization on how to optimize these processes.
ServiceNow also added Mobile App Builder, a set of tools that allows developers to quickly build and configure mobile applications for iOS and Android devices through a single interface.
Finally, the enhancement of the Health Log Analytics feature provided by ServiceNow uses machine learning algorithms to predict IT problems. These enhancements take advantage of artificial intelligence for IT operations (AIOps) technology acquired by ServiceNow in its acquisition of Loom Systems earlier this year.
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Build IT management on SaaS
The core of the ServiceNow strategy is to strive to enable organizations to use a single software-as-a-service (SaaS) platform to manage IT operations and workflow, involving everyone from human resources to sales and marketing. The goal is to use the platforms that many IT teams already use to manage operations to reduce the total cost of implementing various processes, rather than using separate platforms for each type of workflow process.
It’s not clear to what extent organizations have embraced this concept, but ServiceNow predicts that as digital business transformation becomes a major business issue in this decade, more organizations will seek to standardize on a single platform, thereby lowering the cost. The total cost of integrating processes is easier.
The challenge is that many departments within the organization tend to make their own IT platform decisions. However, over time, each of these platforms needs to be integrated, which is a thankless task that is often left to the IT department, and this approach is usually more expensive than most relevant personnel think.
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