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Welcome to the Now Platform Madrid Release


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.

Fred Luddy Vision
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.

The 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.

 

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 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.
 

 

Topics

Featured

  • Implementing agile IT service management on a cutting-edge platform
    10-16-2019 ServiceNow customer, Danske Bank, adopted a strategic approach in their service management team. As the largest bank in Denmark and a major retail bank in the Nordics region, they serve 3.5 million retail customers. They have seen tangible evidence of the positive impact of digital workflows and the seamless experiences.
  • Always Be Closing finance
    Service Delivery and Management
    Delivering great service to employees is the first step to improving employee experience
    10-14-2019 The primary audience for HR technology has shifted. It’s no longer HR. They are secondary. Employees are now the primary audience. And while the latest cloud HCM systems can help transform an organization’s HR operations, if you want to improve the employee experience, taking an employee-focused approach to service delivery is the best place to start.
  • At the Tech Lounge, the human touch makes all the difference
    10-11-2019 Director of IT Service Management Mirza Baig and his IT team created the walkup Tech Lounge- a space where employees get personalized attention on complex tech issues. As ServiceNow works on automating many common requests and providing easy to find, self-service options, the IT Support technicians have more time to focus on the tough cases.
  • Strategy
    Lessons from a Top CIO
    10-11-2019 How does a seasoned CIO lead a digital transformation? She makes friends. Great ideas aren’t enough for a CIO to succeed in leading a digital transformation, says Teri Takai, the former CIO of the U.S. Department of Defense, the states of California and Michigan, as well as Meridian Health Plan. In her 40+ year career, she has had to build consensus, prioritize projects that would advance the organization’s overall goals, communicate often, and practice a lot of patience. Read more tips from Takai on WorkflowQuarterly.com, as well as other CIOs, or watch the embedded video.

Trends & Research

How to please customers at scale
Why employee service delivery matters
How to identify your company’s secret influencers

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