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ServiceNow launches newest Now Platform, telecom and monetary providers workflows

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ServiceNow launched a brand new model of its Now Platform, code-named Paris, with editions for telecommunications and monetary providers in addition to workflows for enterprise continuity, {hardware} asset administration and authorized providers supply.

The corporate, which is gunning to be the “platform of platforms” to automate enterprise workflows, has seen sturdy progress attributable to digital transformation in addition to administration of COVID-19 back-to-work plans. Additionally: ServiceNow launches four-app suite to handle the transfer again to the workplace

“The 21st century enterprise is completely different. It needs to be nimble, clever and drive employer and buyer loyalty,” stated ServiceNow CEO Invoice McDermott. “And it needs to be self-funding with time to worth in weeks to months.”

McDermott’s argument is that the COVID-19 pandemic has uncovered weak hyperlinks and silos in enterprise worth chains. As an example, firms cannot be agile once they have a bunch of methods specializing in one process, say gross sales, HR or monetary providers. ServiceNow goals to be that bridge between enterprise platforms.

In the end, McDermott stated that enterprise processes will evolve to be autonomous. “Enterprise processes have a tendency to 1 factor well–HR, gross sales and finance–but when it got here to be cross platform the story falls aside,” stated McDermott, who added that enterprises can have 100s of autonomous enterprise processes.

The Paris launch of the Now Platform contains six new merchandise in addition to a bevy of options similar to workflow apps, buyer loyalty workflows and IT and AI operations updates. Three of the brand new merchandise fall beneath ServiceNow’s plan to focus on particular industries.

New merchandise embody:

  • Enterprise Continuity Administration, which helps enterprise analyze and develop enterprise continuity plans in addition to disaster administration.
  • {Hardware} Asset Administration, which tracks monetary, contractual and stock particulars of {hardware} gadgets. These IT asset administration instruments are crucial in a distant work surroundings.
  • Authorized Service Supply, which digitizes authorized operations and workflows.
  • Monetary Providers Operations, which connects groups and methods within the banking business.
  • Telecommunications Service Administration to supply proactive customer support.
  • Telecommunications Community Efficiency Administration, which gives a unified view of apparatus and analyzes upkeep occasions and points.

Telecommunications workflows.

ServiceNow CTO David Wright stated the Paris launch is a part of the plan to be a system of motion. Despite the fact that ServiceNow is beginning to contact extra features similar to HR, customer support and gross sales in addition to IT, the corporate is extra of a workflow connector and layer above present methods.

“We do not wish to transfer into ERP and CRM. We do wish to be the workflow platform throughout platforms,” stated Wright. He defined that ServiceNow’s strategy permits it to be a closed loop system in an business like telecom as a result of it will probably join the dots between an outage, customer support and community efficiency.

“It is enterprise service administration and how you can hyperlink all elements of the enterprise collectively,” stated Wright. 

Paris launch function additions embody:

  • Machine studying instruments with Now Intelligence for HR Service Supply, HR Agent Workspace and Marketing campaign Builder.
  • Customer support updates with new Buyer Central visualizations, subject service administration instruments and Playbooks for Buyer Service Administration.
  • IT administration options similar to Predictive Intelligence Workbench, Vendor Engagements and Service Graph Connectors.
  • And no-code playbooks with Course of Automation Designer so enterprise customers can join processes and workflows.

{Hardware} asset administration. 

CJ Desai, chief product officer at ServiceNow, stated the options and new merchandise took wherever from 9 to 12 months to go from idea to availability. “The platform is versatile once we wish to create purposes, however the query boils all the way down to do now we have readability on necessities,” stated Desai. “For the banking and telco business options we spent 12 months working with the biggest telco and banking clients globally to ship digital workflows out of the field. As soon as necessities are down, we are able to crank out quick.”

Clients already dwell on the Paris launch embody  Microsoft, Zoom, Adobe, Uber, Accenture and Deloitte to call a couple of. ServiceNow’s David Wright on innovation, growth, and AI

As well as, Now Platform Paris launch additionally has a bevy of recent integrations with the likes of Microsoft, Twilio and SailPoint. A number of integrations embody:

  • ServiceNow Service Graph integrations with AppDynamics, Armis, HCL BigFix, Crowdstrike, Datadog, Dynatrace, ExtraHop, Forescout, Jamf, LogicMonitor, Cisco Meraki, Microsoft Intune, Microsoft SCCM, Qualys, SolarWinds, and Tanium. ServiceNow scoops up knowledge administration agency Sweagle
  • Onboarding integration with Microsoft Azure Energetic Listing.
  • Microsoft Azure assist for ServiceNow Cloud Insights.
  • ServiceNow Software program Asset Administration integration with Microsoft Azure Energetic Listing.
  • Digital Agent Lite chatbot plugin for Microsoft Groups.
  • Twilio integration for ServiceNow Buyer Service Administration.
  • SailPoint for Service Catalog integration with ServiceNow HR Service Supply.  

Additionally: Cisco, ServiceNow announce integration for office contact tracing

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