ServiceNow Adds Powerful New Solutions to the Now Platform to Transform the Employee Experience and Simplify Work Across the Enterprise
New Digital End-User Experience, plus enhancements to Contracts Management Pro, Security Operations, and Field Service Management, streamline processes and drive collaboration
New ServiceNow Project RaptorDB database offering provides businesses with the speed and flexibility needed to thrive in the modern AI-driven landscape
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Employees’ day-to-day work experiences affect their job satisfaction, the quality of customer care they deliver, and ultimately business outcomes. According to Gartner ®, “when employees have a positive EX (employee experience), they are 54% more likely to report high intent to stay with their employer, 63% more likely to report high discretionary effort, and 55% more likely to be high performers1.” ServiceNow’s innovations streamline the way employees work by simplifying processes across the enterprise, driving stronger engagement and collaboration, to transform every corner of the business with a single, trusted AI and data platform.
“Experience is everything in the fast-paced digital workplaces of today. Inefficient tools and processes lead to bottlenecks and disengagement that businesses can’t afford,” said CJ Desai, president and chief operating officer at
Arming teams with insights needed to predict productivity roadblocks and create seamless user experiences
As the workplace evolves, enterprises need connected solutions that can drive productivity and impact for employees.
- Digital End-User Experience (DEX) provides IT teams with a complete overview of how employees interact with technology, linking their desktop experience with the Now Platform. This helps ensure that IT can enhance employees’ daily work by having real-time visibility across devices and applications, understanding usage trends, proactively identifying problems, speeding up issue resolution, minimizing outages and risks, and streamlining workloads. Often, when employees hit a technological roadblock, they create inefficient, short-term workarounds rather than reaching out to IT to solve the issue – DEX removes that extra step and ensures IT is looped in from the start. This new solution also includes additional features that drive impact across employee experiences:
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Application and Device Health equips IT teams with more information about the applications and devices employees are using, allowing them to proactively conduct maintenance with necessary updates, help prevent interruptions and malfunctions, and safeguard employees’ work.
- Desktop Assistant directly connects employees to AI-powered self-service features, enabling them to troubleshoot issues, run local tests, or chat with a Virtual Agent or human agent. This functionality is expected to be available later this summer.
- Collaborative Work Management (CWM) offers a central hub for knowledge workers to plan, visualize, and engage with their teams — reducing the need for non-integrated tools. The new solution is customizable to the way teams work and leverages data already on the Now Platform, promoting more efficient cross-functional collaboration and organization with fewer tools. With CWM, teams can stay aligned on critical work while improving visibility from one single trusted AI and data platform.
Simplifying business processes across departments
Business leaders are focused on reducing complexities and inefficiencies across the enterprise to make it easier for employees to focus on impactful work. To do so, they need solutions that allow their workforce to get simple tasks done in one place, like investigating a cyber incident, creating a contract, or working with third-party vendors.
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Threat Intelligence Security Center is a new threat intelligence platform within the Security Operations portfolio that reduces the number of tools and manual work required to manage the lifecycle of cyber threat intelligence — including threat feed aggregation, prioritization, threat sharing, threat hunting, and collaborative case management. The new solution elevates Security Incident Response and Vulnerability Response capabilities by driving enhanced threat context and accurate threat assessment, combined with workflow and automation capabilities. This accelerates ServiceNow’s rapid security workflow innovation, allowing security teams to automate complex and data-intensive products to access more insights within and beyond the Now Platform.
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Contract Management Pro (CM Pro) is an agile, cost-effective, workflow-based solution for customers considering a contract lifecycle management (CLM) tool. Built in close collaboration with
ServiceNow customers, CM Pro delivers the highest-value capabilities of a legacy CLM – but is easy to implement, configure, and use. Legal, Procurement, Sales and IT teams can use CM Pro to drive efficiencies and reduce risk — key capabilities include self-service, templates, repository, audit trail, and obligation management via enterprise-grade workflow capabilities. CM Pro also comes integrated out-the-box with ServiceNow Sourcing and Procurement Operations, allowing procurement teams to tap into the power of the solution to further streamline the procurement process.
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Field Service Marketplace , a new feature within Field Service Management, transforms the way field service organizations collaborate with third-party contractors for easier communication and coordination. Field service organizations often lack visibility into the “who, what, when, where, and why” of working with external workforces, which creates friction and lack of transparency.Field Service Marketplace addresses this with a more secure, connected, and integrated process, which also fosters stronger vendor partnerships. With features like advanced contractor selection, dispatchers can efficiently assign jobs to the most suitable contractor, considering factors like availability and service ratings. Additional features include push notifications for outsourcing work and automated task assignments that expedite the outsourcing process while decreasing the cost of managing outsourced tasks.
Improving data efficiency and scaling data processing to supercharge agility
Every year, poor data quality costs organizations money and resources. In today’s data-driven world, organizations need to handle multiple workload streams on the same data model without compromising on performance, scalability, or reliability. Many traditional databases are not designed to support such hybrid workloads, resulting in slow queries, high costs, and complex architectures.
ServiceNow Project RaptorDB, based on Postgres, the world's most advanced open-source database, acts as a foundational data layer that will allow
The new database, made possible through
Whether it's online retailers that need to access customer history and geographical information to provide personalized experiences, energy providers that need to combine device data with analytics to manage smart power grids, or businesses that need to engage in root cause prevention by identifying patterns in historical and real-time data,
What customers are saying:
NFP (DEX)
"Innovation drives every part of our business, which is why
Elara Caring (FSM)
"At Elara Caring, we're committed to delivering personalized in-home care to patients,” said
Availability
Innovations announced today are generally available to all customers in the
Additional information:
- Learn more about ServiceNow Knowledge 2024 here.
About
Forward Looking Statements
This press release contains “forward looking statements” about the expectations, beliefs, plans, and intentions relating to its generative AI innovations announced at Knowledge 2024. Such statements include statements regarding future product capabilities and offerings and expected benefits to
© 2024
1Gartner, How the EX-Ready Model Boosts Employee Experience Technology Initiatives,
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