ServiceNow launches workflow, workspace tools for businesses and government agencies

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ServiceNow has launched a trio of solutions to improve productivity for employees, customers and partners. These commitments will help digitize more aspects of workplace productivity, improving efficiency for businesses and government agencies. The new tools available in the ServiceNow store are:

  • Service Request Playbook for the Public Sector: Assists in setting up communication workflows for government organizations
  • Automatic Service Suggestions: Helps streamline service inventory
  • Workplace Scenario Planning: Helps reconfigure workspaces

Improved access to government services; ML-generated service maps

The Public Sector Service Request Playbook provides templates that help government agencies digitize and automate queries. This makes it easier for citizens to request services through their computers, mobile devices and third-party apps and track progress through resolution.

Automated Service Suggestions uses machine learning to automatically analyze an organization’s network traffic and suggest entry points for business-critical services. This new tool from ServiceNow helps IT operators create a high-fidelity map of all infrastructure and software in a few clicks. These maps can be continuously recalibrated to help teams make decisions and respond to IT events faster.

Yugal Joshi, partner at Everest Group, an advisory service, believes service maps are moving in the right direction but progress has been slow. Businesses have been using change management databases (CMDB) for ages, but they are rarely updated or used strategically.


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“Along with AIOps, service maps can be effective in predicting and proactively responding to service disruptions,” Joshi said.

ServiceNow wants to help you adapt to hybrid work

Workplace Scenario Planning from ServiceNow is designed to help businesses adapt to hybrid work models where employees spend more time working from home. It helps businesses reconfigure space and manage change for individual employees and departments in line with heat and power requirements. For example, space planners can design, compare and experiment with different space allocation scenarios using a drag-and-drop interface. This helps show the tradeoffs in space utilization, cost and employee experience.

Joshi says this is part of a larger trend in how classic definitions of workplace and workspace are evolving. Businesses are considering employee well-being, sustainability and automation as aspects of the workplace, in addition to devices, platforms and applications.

This change also represents an acceptance that despite some businesses calling people back to the office, the hybrid model is here for the foreseeable future. It also indicates that workspace planning is receiving the importance it deserves. Previously, organizations would “buy spaces, build beautiful interiors, invest in advanced devices and software, but forget to develop a plan to manage it in an efficient and cost-effective manner,” says Joshi.

However, there is also an acceptance that the hybrid work model has made things worse from a technology perspective.

“That’s where a company like ServiceNow, which integrates multiple technologies to build workflows, can create significant value for clients,” Joshi said.

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