When Fred Luddy founded
ServiceNow in 2004, he envisioned a cloud-based platform anyone
could use to manage digital workflows inside an organization. The
Now Platform Madrid Release builds on Fred’s vision, with new mobile
experiences that take full advantage of the native capabilities on
To date, most mobile enterprise
applications have been scaled-down versions of desktop apps. When
you shrink a browser form down from a 15-inch monitor to a 4-inch
phone screen, however, you get an experience that is pedestrian at
best, and infuriating at worst.
has arrived. The
Now Platform Madrid Release delivers powerful mobile
experiences across ServiceNow’s IT, employee and customer workflows,
including any custom application that is built on the platform. It
features a native mobile user experience (UX) that allows service
representatives to resolve customer issues by simply swiping and
tapping, in the same way we use consumer apps to shop, hail rides
and stay in touch with distant friends.
The Now Platform
Madrid release includes
more than 600 innovations . It ships with a number of
powerful mobile apps for common workflows, including our flagship IT
Service Management and Field Service Management products. It also
gives customers the power to turn any digital workflow into a
mobile-first experience. For example, with the new ServiceNow Mobile
Studio, anyone can build new apps quickly using a drag-and-drop
interface that doesn’t require a single line of code.
Now Platform Madrid Release is our fourth release since I joined
ServiceNow in December 2016. Over the past two years we’ve steadily
expanded our functionality across all of our workflow products.
We’ve also rolled out new products such as IT Asset Management,
Enterprise DevOps, and Enterprise Onboarding, and new platform
capabilities that include agent intelligence and virtual agents.
added powerful machine learning technologies that help service
representatives solve problems before customers know they have them.
Let’s say you work on the IT help desk at a big company. You get
into work in the morning and are confronted with a blizzard of
tickets, all from employees working on the third floor of your
building. Ticket 1 says “I can’t connect to WiFi!” Ticket 2 says,
“Bloody hell, the wireless router isn’t working.” And Ticket 3
simply says, “Internet is down.”
The new Text Similarity
Engine in Agent Workspace uses machine learning to scan all these
incidents, figure out what they have in common and propose a
solution based on similar issues that have come up in the past.
Result? Problems get resolved faster, customers and employees are
happier, and service representatives get to focus on more complex
work that yields meaning for them and value for their companies.
I’m really proud of the global engineering, product, and
design teams that worked tirelessly to ship the Now Platform Madrid
Release on time while delivering high-quality innovation. We’re
already hard at work on the next Now Platform release, which will
extend the mobile functionality of Madrid with consumer-grade
experiences for customers and employees.
We look forward to
partnering with customers as they bring this release to life. I’m
excited for what comes next.
Join the live
broadcast on March 13th to discover new ways to unlock
productivity and deliver great work experiences.