The new version of the Now platform: no longer works, just smarter!

ServiceNow’s customers account for approximately 80% of the world’s 500 largest companies. After many of them saw corona-related sales decline last year, the race for improvement has begun. According to data from the World Bank, the economic growth rate has exceeded the highest level in 80 years. In this case, what companies need are tools that help them take advantage of their current growth potential.

For this reason, Nerys Mutlow, a senior business leader and strategist at ServiceNow, said that the development of the Rome version was inspired by three priorities: Ensuring and improving employee productivity, which must be placed on a new basis in view of the challenges. Mixed working world; avoid overwork and even burnout of employees; explore new ways of working to ensure the innovation ability of the enterprise. “We want to make work smarter, not harder,” Nerys Mutlow said.

According to this back-end plan, Rome released four major results: creating an excellent employee experience, upgrading service operations through artificial intelligence, quickly responding to customer concerns, and rapid development of mobile applications. According to Mutlow, the use of artificial intelligence features is particularly popular with customers because they recognize that artificial intelligence has the potential to make positive contributions in all areas of its application.

The newly launched employee center serves as a digital command center for a mixed workforce. It provides employees with a single web interface to quickly and easily find personalized information and their own to-do list, complete tasks, get help, and request cross-departmental services. The employee center will also be integrated with Microsoft Teams. The multiple services of the centralized employee center are designed to reduce so-called application fatigue, which is now caused by the excessive number of applications.

Employee journey management can help service administrators guide employees in the best way through a cross-departmental process (from onboarding to leaving). It also enables HR teams and managers to use code-free tools to personalize resources, plans, and requirements-all on one platform.

ServiceNow has repeatedly emphasized the importance of using a central control point to manage all company services and workflows. Nerys Mutlow points to a recent IDC study according to which the number of failed transformation plans is shocking. “The company cannot connect to data from different applications,” Mutlow said. According to this research, this is the main reason why only 26% of companies have achieved a positive return on investment so far.

The new AI features of the Rome version are particularly useful when automating processes and workflows. For example, the new automated discovery identified the ten most important ways to automate workflows from more than 180 topics through ServiceNow applications such as virtual agents, automatic routing, and agent assistance. Health log analysis enhancements provide automated problem resolution. In this way, they help identify problems before they occur and affect users.

To meet the increasing demands of the mobile workforce, ServiceNow has launched a mobile application generator. This allows developers to create and configure attractive mobile applications for iOS and Android without much programming effort-all you need is an interface, improved features, and user guide.

Finally, the new customer service manual: The focused layout improves user-friendliness and enables employees to solve problems quickly. This allows you to focus on important tasks and processes that contribute to success.

The Roman version of the Now platform is now officially released. Its new features have been tested in several well-known pilot customers including Mercedes-Benz. You can find an overview of the ServiceNow Now platform here.