ServiceNow Revolutionizes Operations by Connecting IoT Data to Digital Workflows
Connected Operations breaks down data siloes so enterprises maximize their IoT investments and view the health of assets in near real time, across multiple locations
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ServiceNow Connected Operations (Graphic: Business Wire)
Digitization continues to transform industries, and organizations must introduce new business models to survive. ServiceNow Connected Operations enables businesses to transform operations, rapidly respond to data and insights, and evolve to a new product-as-as-service model. Any issues that arise automatically trigger an operations incident so that teams can act and triage and resolve issues quickly with Customer Service Management and Field Service Management workflows. This eliminates tedious maintenance coordination across cross-functional teams and reduces the chance for an issue to impact the company or its customers. With IoT and operational workflows on a single platform, companies can transform the customer experience and enhance customer satisfaction by enabling new business models.
“IoT offers massive potential for enterprises to transform operations, respond to insights in near real time, and evolve to a product-as-as-service model,” said
“The power it gives us is incredible,” says
Connected Operations includes:
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IoT Bridge : Brings siloed data from IoT-connected assets into the Now Platform and monitors infrastructure across locations. It can authenticate and communicate with IoT devices via standard IoT protocols such as MQTT and HTTP. It also scales to support many devices and grows with IoT investments, making it quick and easy to connect critical IoT infrastructure. -
IoT Rule Engine: The IoT Rule Builder allows users to create rules to ensure organizations are notified of problems as soon as they arise. In a simple, visual interface, users can quickly build rules without any need to code. These rules are informed by rich business context from the ServiceNow Configuration Management Database (CMDB). Once IoT data is consolidated within the
IoT Bridge , the IoT Rule Engine evaluates the data for potential problems in near real time. - Operations Incident: IoT Events are created when the IoT Rule Engine detects an issue, and one or more events can become an Operations Incident, which cuts down on noise and reduces false positives. Leveraging digital workflows to assist, teams can collaborate to triage the affected asset and define a course of action to resolve the incident.
- Connected Workflows: ServiceNow Connected Operations integrates with Customer Service Management with Field Service Management out of the box, allowing cross-team coordination in one intuitive workspace as response efforts are managed. From the Connected Operations Workspace, teams can create a proactive case in ServiceNow Customer Service Management and notify potentially impacted customers. They can also create a work order in ServiceNow Field Service Management to dispatch a field technician, who can also see IoT data, to conduct repairs.
Availability
Connected Operations is available today. For more information, visit Connected Operations.
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