On October 8, ServiceNow Japan announced the release of the latest version of the New Platform “Rome”. The latest version, held every six months, focuses on the function of mixed work. We also introduced a feature to reduce the burden on the IT department, which requires more and more roles.
Suitable for digital enterprise platforms
ServiceNow’s new platform functions originally started as IT Service Management (ITMS), but in recent years they have included functions beyond ITMS. According to Mr. Tomohiro Hara, general manager and executive officer of ServiceNow Japan’s Solution Consulting Division, the service mode of department heads who accept business department requests is not limited to IT, but also includes ServiceNow, which has expanded Now Platform and SaaS to various departments.
“We will apply the easy-to-use and efficient service management functions we provide for the IT department to all business departments of the company. We will turn the entire back office and middle office into one service.” Based on this idea, it can be said to expand the base to take advantage of the long-term Platform functions that have been provided outside of the IT department are the core of the current strategy.
ServiceNow releases a major version twice a year, which contains the names of cities around the world as the home version. This Roman version was released after “Quebec” in March.
Mr. Hara explained the Rome release in an online presentation on the same day, saying that he is very concerned about “mixed work.”
In addition to the corona disaster, companies must also respond to various changes in the social environment, such as responding to environmental policies such as global warming, geopolitical risks, and natural disasters. It can be said that what shapes the company is the ability to respond to social changes,” Yuan said.
ServiceNow advocates automating every process in the company into a world of digital enterprise. Although the use of robotic process automation (RPA) and artificial intelligence (AI) is advancing, human work still exists because it is only partially introduced. By eliminating this, ServiceNow will support the end-to-end digitization of the entire business process.
ServiceNow’s digital enterprise approach. While digitizing the whole process and advancing visualization, it provides the function of finding business process bottlenecks through process mining and proposing business improvement suggestions.
“Enterprises need DX in two aspects: support for more flexible hybrid digitization and digitization that responds to the business environment to create new businesses,” Hara said. He pointed out. IT needs to do this in parallel, and IT is expected to play a broader role.
Therefore, “providing a more refined experience for all employees” “providing services far beyond expectations even in a hybrid environment” “using artificial intelligence in all service operations to improve the efficiency of the IT department” was implemented together with Rome.
A new portal to enhance the employee experience
As a new feature in Rome, the portal function “employee center” was introduced for the first time in the context of mixed work. Traditional enterprise portals are usually built for departments, but now all functions can be accessed from a single portal that spans departments, organizations, and systems. The display content can be set according to the employee’s profile, or it can only display the content required by employees in a specific area or department. There is also the function of linkage with Microsoft Teams, you can use Teams to participate in meetings.
Three development points of the Rome version
In addition, as employee satisfaction, you can easily survey which functions are used and how satisfied you are with the function, and get feedback and use it to develop new services and enhancements. which is.
“Employee Journey Management” is a feature that promotes employee engagement. It is provided by Learning Posts and Journey Accelerator, and supports employees through information such as what to see and who to ask. It is said that it can support people who have time with a heavy human resource burden, such as when they retire.
“Automatic discovery” has been added as a feature of the IT support team. Analyze real-world data to match more than 180 patterns and list the top 10 features. It will support the effective use of artificial intelligence and machine learning, such as what kind of automation will be used to utilize artificial intelligence and machine learning, and its effectiveness.
We have also enhanced the “Health Log Analysis” introduced in the latest version of Quebec. In Rome, the dashboard has been redesigned to make it easier to add logging rules, add display items, and more. Information such as Azure Monitor and Amazon S3 can now be imported as log sources. It also supports the previously announced log collector “ACC (Proxy Client Connector)”, and logs from ACC are also the target. Health Log Analytics can also be used by managed service providers.
The “scenario” seat guide function of the Customer Service Management (CMS) improves the operability of displaying information and so on, because even if there is no skilled seat nearby, the new seat can work remotely.
In the mobile application development environment, “Mobile App Builder”, the successor of the previous “Mobile Studio”, appeared. It will be a feature that allows you to create native apps for iOS and Android platforms. A hierarchical display has been added, making it easier to customize the application, such as adding and deleting items more easily.
In terms of development, App Engine Studio, which advocates no-code/low-code development, has been strengthened in three aspects: collaboration, governance, and source code control. This makes it easier to collaborate, set developer permissions, and use Git repositories in different places and at different times.
In addition, the company has also strengthened its industry solutions. It incorporates industry-specific frameworks and unique data models, but in addition to the previously announced “telecommunications” and “financial services”, Rome also added “manufacturing” and “life sciences”, a total of four rice fields.
About industry solutions, Mr. Takuya Takahashi, General Manager of Product Marketing Department of ServiceNow Japan Marketing Department, explained the background, “Some industries that require industry-specific functions are used in customization.” By embedding necessary data on ServiceNow, he said he You can use it for your own business immediately, while taking full advantage of the capabilities of existing platforms and applications.
ServiceNow’s industry solution system
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