ServiceNow’s new Now platform is designed to help companies meet the challenges of the age of mixed work

Workflow platform provider ServiceNow launched Now Platform Rome on Thursday, designed to enable organizations to adapt to the age of mixed work. The company said that the new version is designed to help organizations manage employee burnout and expand automation and application development across the enterprise.

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Chirantan “CJ” Desai, Chief Product Officer of ServiceNow, said in a statement: “The rapid start of hybrid work has accelerated the need for digitalization and has forever changed the business model of the 21st century.” “Our customers need to be able to operate in any environment. A digital platform that enables a seamless and compelling employee and customer experience and helps them remain agile, flexible and efficient.”

Reduce employee burnout through a simple, engaging experience

The Now Platform Rome version aims to provide new employee-centric products through a unified employee experience platform. The company says the idea is to allow organizations to create simple and engaging employee experiences from anywhere.

New products include:

• Employee center As a digital command center for a mixed workforce. It provides employees with a single connection interface that can quickly and easily find information, get help across departments (including IT, human resources, facilities, procurement, and legal), and request the services they need. It is integrated with Microsoft Teams and can meet with employees.

The employee center aims to reduce the time employees spend seeking help and reduce application fatigue by integrating necessary information into one place. Organizations can organize information and services into dynamic and personalized themed pages, aiming to make it easy for employees to find the answers they need.

• Employee journey management Guide employees to gain a connected experience during their cross-departmental journey (such as onboarding, job transition, and leaving). It also enables HR teams and managers to use code-free tools to personalize resources, plans, and requirements on the same platform.

ServiceNow said that in May 2021 alone, approximately 3.6 million Americans changed jobs, and burnout is the main driver of turnover-so digital transformation is no longer just a driver of growth and productivity. The company stated that it must help employees find a better balance in the mixed work world and allow them to maintain creativity, productivity and engagement.

Accelerate the automation of the entire enterprise

The shift to mixed work, coupled with an ever-expanding talent shortage, is accelerating the automation of the entire enterprise. The company said that large-scale automation is essential for companies to ease the mundane tasks of managing employees and free them to focus on projects that drive business value.

The company said that the Now Platform Rome version embeds new artificial intelligence and automation features, and the goal is to allow IT teams to work smarter, simpler, and more efficiently anywhere. This includes:

• Automated discovery Identified the top 10 opportunities for work automation from more than 180 topics through ServiceNow applications such as virtual agents, automatic routing, and agent assistance.

• Health log analysis enhancements The aim is to use ITOM predictive AIOps to detect problems before they occur and affect users, and to resolve them automatically. The company said this extends ServiceNow’s ITOM Predictive AIOps, which was previously launched with the Now Platform Quebec version and built on Loom Systems technology.

New mobile experience

ServiceNow pointed out that every company is now a software company, reshaping and creating new business models through digital products and services. In a mixed work environment, employees and customers need to access critical business applications from anywhere via mobile devices.

In order to meet the needs of increasingly busy employees, ServiceNow launched the Mobile App Builder to help developers quickly build and configure mobile applications for iOS and Android through an intuitive interface, enhanced features, and guided experience.

Create a customer experience designed to solve problems quickly

Organizations must be able to expand service operations to respond to higher customer expectations and requirements, and provide customer service agents and teams with the information they need to quickly resolve customer requirements from any place and any platform.

The Now Platform Rome version is designed to help companies from all walks of life solve problems faster and provide a better customer experience, thereby increasing customer satisfaction and loyalty.New customer service manual: key layout Designed to enhance the user experience and help agents solve problems faster so that they can focus on key process tasks and data that drive better business results.

In terms of privacy, ServiceNow stated that it believes in “designing privacy” and “incorporating privacy and security into all aspects of the Now platform.” The Now Platform Rome version includes its new privacy management application designed to allow companies to manage privacy risks and compliance in real time.

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