ServiceNow: Process automation with low code and artificial intelligence

ServiceNow, the provider of Now, a digital platform for internal service management, has launched a new Quebec version. It usually takes effect immediately and is already used by some customers such as Deutsche Telekom, Deloitte, Qlik and Medtronic.

The most important innovation: The platform has been expanded to include App Engine Studio, with its low-code and no-code features. Users without programming knowledge can develop their own applications based on templates for daily work. The application program can be designed interactively for any terminal device. The approval process includes functional and safety inspections and quality assurance by colleagues.

AI-rich process automation aims to identify bottlenecks, errors, and redundancies in the workflow, and makes it possible to evaluate the performance of relevant employees. In addition, new workflow functions can manage work plans, distribute workloads among available resources, and ensure compliance with SLAs.

Automatic detection of errors in the workflow

AI is also in ITOM, which is an AIOps software module based on the acquisition of Activio and Loom 2020. ITOM detects abnormal conditions in the system and can ideally prevent accidents or minimize their impact. The tool can also automatically eliminate errors and create digital workflows to handle them. AI also provides users with standardized searches in natural language in all contact points with the service and all service areas of the service. The virtual AI agent also helps with configuration.

ServiceNow now provides predefined cross-team workflows for credit management. The telecommunications industry receives data models and workflows for any complex product orders. Interdependent tasks can now be coordinated across orders.

ServiceNow customers can also input in natural language through the common query interface, which brings more convenience to service query. It will automatically forward the query to the correct location. Workplace service delivery will also be improved: tasks such as the management of internally used tools and resources, guest management, room occupancy, or overall room planning will all benefit from it.

All details about the Quebec version can be found in the ServiceNow announcement.

(fo)