ServiceNow announced more solutions within the Now Platform Tokyo release, designed to improve operational intelligence and trust.
In addition to ServiceNow Vault, ServiceNow is releasing new AI-powered features and developer and risk management tools to help organizations operate more efficiently and enable more resilient business models.
Customers are leveraging ServiceNow’s breadth of capabilities as their platform for digital business amid macroeconomic uncertainty and unprecedented cyber risk. Additional solutions in the Tokyo release leverage AI and the platform’s highest level of privacy and security controls to boost business intelligence and mitigate risk.
Jon Sigler, SVP for Now Platform at ServiceNow said, “Reliability and operational efficiency are top of mind for business leaders. Organizations are investing in digital technologies that help them unlock efficiencies and save costs, while protecting their data in an increasingly challenging and sophisticated threat landscape.
“With new AI-powered automation and risk management solutions coming out of Tokyo, we’re helping customers create more resilient, secure, and productive business models, all on one platform, to navigate them in uncertainty with confidence.”
New Tokyo solutions that boost intelligence and confidence in business operations include:
Task Intelligence for Customer Service Management arms service agents with AI and automation capabilities, freeing them to focus on complex customer cases and helping them be more empathetic when working with customers. Task Intelligence applies AI to the most common use cases to automate routine tasks like categorizing emails and cases and routing them to the right team, at the right time, in the right language using Sentiment Analysis to give visibility agents into a customer’s tone so they can prioritize work.
Automation Center empowers IT teams and Automation Centers of Excellence with visibility of their organization’s hyperautomation landscape in a central, vendor-agnostic hub to drive efficiency and cost savings across the organization. In addition to managing ServiceNow’s own RPA within the Automation Engine, the Automation Center also provides insights into third party automation. By integrating siled islands of automation across vendors into a unified view, Automation Center enables organizations to maximize business impact, ROI, and operational health.
DevOps Config helps ensure that DevOps teams can reduce outages caused by configuration changes, making their organization’s software and services more reliable, and helping to avoid lost revenue associated with outages. DevOps Config, included with ITSM Pro, manages configuration data for applications, releases, environments, and infrastructure in a single repository. Access control and real-time verification of configuration changes, along with centralized management, security, and authentication help prevent outages.
Operational Stability Management, part of ServiceNow’s Risk Management portfolio, helps organizations continue to serve customers, deliver products and services, and protect their workforce in the face of adverse events. With new Scenario Analysis capabilities, customers can design and simulate events to determine the potential impact on operational stability. These new capabilities allow teams to plan ahead as they anticipate, prevent, adapt to, and recover from any business disruption, the company said.
ITSM Pro+ adds a new layer of business intelligence to the digital tools used by employees and customers. For organizations, ITSM Pro+ includes all the capabilities of ITSM Pro – and adds powerful insights with out-of-the-box analytics and dashboards, as well as new end-to-end white glove service called Virtual Agent Optimize (VAO). At VAO, ServiceNow’s team of experts sets up, manages, and continuously optimizes Virtual Agent conversations with Natural Language Understanding (NLU) in real time, to quickly deploy of customers Virtual Agents for the most efficient responses and resolutions.
ServiceNow Vault using adaptive key management and data classification to drive data anonymisation, ServiceNow Vault enables organizations to protect sensitive confidential data and increase regulatory compliance through native encryption that platform. Vault also enables organizations to strengthen their platform’s security posture by simplifying the management and protection of machine credentials, as well as verifying the authenticity and integrity of code deployed in the MID Server that helps to ensure that there is no malicious input. Finally, Vault makes it easy for organizations to export their ServiceNow system and application logs at scale and in near real time as a service.
According to ServiceNow, the Now Platform Tokyo release is designed to help organizations navigate complex business challenges amid an uncertain macro environment.
The release of ServiceNow Tokyo is purpose-built to deliver better employee and customer experiences, increase intelligence and trust in operations, and accelerate value in ways that are good for people, good for the planet, and good for in income.
Jennifer Glenn, Research Director for IDC’s Security and Trust Group said, “Data security and privacy are key concerns for organizations as they move more data to the cloud. Increasing cyber threats and data privacy requirements are placing more emphasis on ensuring that sensitive data is protected.
“ServiceNow Vault includes advanced data encryption and anonymisation capabilities designed to offer organizations greater flexibility and control over how they protect sensitive data within business-critical apps. This flexibility is important for organizations that need to comply with privacy regulations, while still maintaining a high level of application performance.”