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 your smartphone.
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.
Help 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.
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.
We’ve 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
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
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