ServiceNow is revolutionizing business operations by linking IoT data with digital workflows

October 20, 2020, 10:02 am

Frankfurt-Digital workflow company ServiceNow (NYSE: NOW) has launched Connected Operations, a powerful new solution that connects IoT data with ServiceNow’s digital workflow. This enables companies to monitor and manage critical infrastructure, obtain faster return on investment from their IoT investments, and pursue new business models. The Internet of Things technology can well connect 50 billion smart devices this year, but the Internet of Things data can only add value if the company uses the data effectively. Integrating IoT data directly into Now Platform can display system status and historical records of multiple locations on one platform in almost real time. This provides the company with valuable insights and can increase customer satisfaction and develop new sources of revenue.

Digitalization is permanently changing the industry, and organizations must introduce new business models to remain competitive. ServiceNow Connected Operations enables companies to redesign processes, react quickly to data and insights, and develop into new product-as-a-service models. Any problems that arise will automatically trigger false alarms so that the team can quickly handle the workflow of customer service management and field service management, and identify and solve problems. This eliminates the hassle of coordinating maintenance between cross-functional teams and reduces the possibility of incidents affecting the company or its customers. Through the Internet of Things and operational workflow on a single platform, the customer experience can be changed and customer satisfaction can be improved through new business models.

“The Internet of Things offers companies great potential to reshape their processes, react to insights in almost real time and develop into a product-as-a-service model.” Jonathan Sparks, Vice President of ServiceNow IoT and Operations Products. So far, IoT data is often stuck in the silo system. With connected operations, companies can now use the full value of IoT data and its data insights to solve problems without customers even noticing them, and unlock new levels of productivity and growth. “

“Agility and resilience are the defining characteristics of companies in the Covid economy. With our new solution, we can do this accurately,” explained Uwe Vieth, Senior Sales Director, ServiceNow. “Germany is a leader in Industry 4.0, and we hope to support the company to strengthen and expand this position. The higher the digitalization and networking of the industry, the more data will increase. With the help of interconnected operations, companies can best equip themselves for Intelligent workflow management and monitoring of critical infrastructure.”

Associated operation umfasst:

• IoT Bridge Transfer silo data from IoT network assets to Now Platform, and monitor infrastructure in all locations. It can use standard IoT protocols (such as MQTT and HTTP) to authenticate and communicate with IoT devices. It can also scale to support multiple devices and grow with your IoT investment, so you can connect to critical IoT infrastructure quickly and easily.
• Internet of Things Rules Engine: IoT Rule Builder allows users to create rules to ensure that organizations are notified when problems occur. In the clearly visible user interface, users can quickly create rules without creating additional code. These rules are notified through the broad business context of the ServiceNow Configuration Management Database (CMDB). Once the IoT data is integrated into the IoT Bridge, the IoT Rule Engine will assess whether the data has potential problems in almost real time.
• Operational events: When the IoT rule engine detects a problem and one or more events become operational events, IoT events will be generated, thereby reducing the risk of false positives. With the help of digital workflows, the team can work together to identify the affected assets and determine measures to resolve the incident.
• Connection workflow: ServiceNow Connected Operations is seamlessly integrated with customer service management and field service management, and enables cross-team collaboration in an intuitive workspace while managing reaction activities. Teams can use the Connected Operations workspace to create proactive cases in ServiceNow customer service management and notify customers who may be affected. You can also create work orders in ServiceNow Field Service Management to send to a sales representative who can also view IoT data for repairs.

Availability
The connected operation is immediately available. For more information, see Connected Operations. (ServiceNow / mc / ps)