ServiceNow’s ITSM cloud solution has its Madrid version, which emphasizes the ability to create native mobile applications without code using the development studio. As expected, the Now platform also improves change management in devops mode by integrating with Turnkey Rest API.
ServiceNow has begun to deploy the Madrid version of its ITSM/ITBM SaaS platform, which supports the management of IT and business services in the enterprise. Of the 600 changes announced, a large part is related to the mobile use of the Now platform. Studios can develop applications in low-code mode by using mobile device-specific tools such as cameras, geographic locations or geographic maps. Therefore, workflows can be created and used from a tablet or smartphone to take advantage of ITSM (IT service management) or field service (field service) functions, such as working on a device. IT or resolve the customer’s priority issues. Using Mobile Studio, companies will be able to use a drag-and-drop interface for apps for iOS and Android without writing code. Even offline, the created application will be able to retain its read and write capabilities. ServiceNow cited examples of asset management applications that use cameras and GPS functions.
ServiceNow provides tools for creating small programs.
The Madrid version of Now immediately provides a turnkey application that enables IT teams to route queries and events from anywhere. On the user side, tickets can also be opened from different applications and terminals: on mobile devices, on the web, through chat or through the interface of third-party tools (such as instant messaging Slack, Microsoft Teams or even Facebook) workplace.
Machine learning can accelerate event processing
Among the novelties that Madrid brings, machine learning is used to resolve incidents. Therefore, the Agent Workspace command center can prioritize incident types similar to those that have been processed and previously resolved. The context is provided by Agent Workspace through the dashboard. ServiceNow also adds functionality to IT operations management to provide response teams with the root cause of performance issues or downtime. Through the same console, ITSM teams can access this information, collaborate with other teams and initiate intervention workflows. In addition, as announced by ServiceNow, Madrid is improving change management in an improved way by integrating with the turnkey Rest API. It can automatically perform manual process approval and track governance. The publisher plans to detail the new features of this version in an online demo on March 13.
In November last year, at the Now Now 2018 user conference in Paris, ServiceNow emphasized the function of the Now platform to manage multi-service journeys. In this regard, he brought in customer Engie, who plans to expand ITSM use cases by opening the platform to other departments (human resources, logistics, general services, property management, etc.). In order to expand the functionality of its platform, ServiceNow will not hesitate to make the same acquisitions as Parlo when processing natural language requests, and sign partnerships (especially to establish partnerships with IBM and Box). In the latest development of the platform, the Virtual Agent chatbot can support ITSM and HR professions through predefined schemes.
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