Servicenow shows its route map | Netzwoche

Servicenow stops in Zurich Oerlikon through the “Future Work Journey”. Approximately 400 customers and partners accepted invitations from California platform providers. Alain Badoux, vice president of AlpsCEE, was very happy when he greeted the guests in the first stage. He smiled and said: “When we held our first event in Switzerland three years ago, only 20 people came.”

Badoux is especially grateful to early adopters among Swiss customers such as Cern Nuclear Research Center and SwissRe. Lezterer has been a customer for 10 years. How reinsurance companies use Servicenow’s solutions is in full compliance with the company’s founder Fred Luddy’s vision: to improve the efficiency of IT processes and adapt them to business development, thereby leaving more time for core business.

Alan Badu vice president Alps Central Europe, Servicenow. (Resource: Internet media)

The future work journey has entered the second round this year. In Zurich, Servicenow provided visitors with keynote speeches, opportunities to establish exchanges, 12 group discussions and live demonstrations by the pre-sales team. In addition, customers such as Novartis and Swisscom also introduced their use cases. The highlight of this event was a speech by Servicenow Innovation Director Dave Wright. He showed the audience the features that users can expect in the upcoming version.

Core business: reducing complexity

Wright said: “In an ideal world, users can’t see anything complicated.” ERP, CRM or incident response-such systems are inherently complex because they affect many areas inside and outside the company. But they should not be so complicated. Therefore, Servicenow’s goal is to create a way to handle difficult tasks in a simple way and automate daily activities.

But “IT service management is just the beginning,” Wright continued. Servicenow will continue to provide tools for developing applications. But the target group now extends far beyond IT. Today, the company differentiates between IT, employee and customer workflow. Servicenow also addressed the human resources, finance and customer service departments. In principle, it is about being able to optimize all work processes within the company across all silos structures.

Dave Wright chief of innovation in Servicenow, constitute some feature of future release in front. (Resource: Internet media)

New Early Access Program

Servicenow releases two major versions of its platform every year. These versions are named after cities. This is the name of the current version released in Madrid on March 6. New York will be in the third quarter of 2019, Orlando will be in the first quarter of 2020, and Paris will be in the third quarter of 2020. Wright said: “Maybe it’s Zurich’s turn.”

In order to more easily switch to the new version, Servicenow is committed to its early access program. Customers can now test the new version 60 days before it is released. 45 days before the official start, these versions should be able to transition from testing to temporary production.

The innovation director of Servicenow dedicated the remaining keynote speeches to some new features that will be released in New York next fall. Servicenow users can expect the following innovations:

• Instruct application creators. Using this tool, developers should build the foundation for company applications in just four clicks. The goal is to simplify the development process so that “you can go from idea to application in minutes”.

• Integration center. The application is responsible for the seamless integration of heterogeneous data sets and systems (such as CRM environments). The graphical user interface allows dynamic mapping and can be adapted to the needs of users.

• Operator work area and service owner work area. An easy-to-understand dashboard should provide ITIL practitioners with an overview of the ongoing process. The operator work area is there to manage operation services. Wright said that the service owner workspace allows service managers to “a 360-degree view of the performance and operating costs of all IT services.”

• Mobile onboarding. The new smartphone application is designed to make it easier for new employees to join the company or shorten training time. Goal: “New employees should be ready for production work within a few minutes.” New immigrants can use the app to request their work information or send other inquiries, and use the to-do list to perform their first step.

Wright only mentioned other features that will be integrated into the platform in the next version. These options include the option to completely encrypt the entire database. Virtual agents also have an innovation. The Servicenow chatbot, which was first launched last year, will be able to handle natural language in the upcoming version.

Not just optimization

All these are just foreshadowings of what is about to happen. Wright said: “Artificial intelligence is not smart today, it just feels good.” The next step is the transition from surveillance to unsupervised machine learning.

Only after performing this step, can there be similar prescriptive knowledge. This not only optimizes the process, but also helps make faster and better business decisions. Wright said: “If we can make meaningful use of such technologies and make our work processes more agile, then we will free up resources to make our work environment more productive.”

Today, established IT management concepts have reached their limits, but as Martin Andenmatten, founder of Glenfis and President of Eurocloud Switzerland, said in an interview, most companies still reluctantly act. You can read here how this situation affects the economy and why it is difficult for managers to give up control.