Everybody loves their smartphone. Some people even go to bed with
their device or even keep it close to their pillow. But, as we enter
the second decade of pocket-sized mobile computing, it’s crucial
to realize that we’re coming to an important strategic inflection point.
Until now, users have been pretty much okay with mobile
app functionalities that have been ported over from their desktop
versions, such as “pinch-and-zoom.” However, such experiences won’t
endure because of their essentially non-native level of mobile optimization.
This changing tide is why our ServiceNow New York release extends
new desktop and native mobile capabilities across the workplace at scale.
Mobile enterprise epiphany
This is the point when mobile has finally come to the enterprise.
This is the point when the mobile device you take to bed with you
becomes the mobile device you can’t sit at your desk without. It is
the point when digitally transformed experiences at work span
omnichannel zones—from the desktop to the web and across embedded IoT
systems. Now, these experiences also fully embrace
mobile out-of-the-box use cases to create more intuitive consumer-like applications.
We know that more than half of employees now expect their employers
to offer native, mobile-optimized tools, propelling this
functionality to the fore of the New York release on the Now Platform®.
As we move beyond pinch-and-zoom, we will start to adopt a far
broader set of device commands and these digital interactions have
been engineered into the New York release. Over and above a desktop
mouse click, we are paving the way for users to tap,
swipe, flick, speak, and even snap (as in take a photo)
to spread consumer-like functionality across enterprise systems.
If your laptop is broken or malfunctioning, then why should you have
to do more than simply take a picture of it and send it to IT support?
New levels of artificial intelligence (AI)
and machine learning (ML) facilitated by ServiceNow® Predictive
Intelligence in the New York release drive image recognition so that
this kind of request can be intelligently automated and resolved.
The arrival of this type of functionality heralds a new wave of
enterprise experiences that enable workers in every role to get work
done faster, more easily, and more intuitively.
User creation and curation
The New York release is really putting the power in the hands of end
users. By empowering them with no-code mobile application and services
development, organizations will no longer need armies of tech
people to make things happen.
You might say this is quite a brave move, because we will now be
judged on the ability of users themselves to get work done
through native mobile functionality that is purpose-built for employee
requests and actions. We’ve only thrown down the gauntlet to ourselves
in this way because we’re confident in the scope, breadth, and power
of our platform to be able to deliver for all users, in all roles, in
As we move forward and look to the next stage of mobile
technology development, we will naturally further enhance the Now
Platform to accommodate and embrace the next wave of voice
recognition, biometrics, object recognition, and more.
Spanning the employee lifecycle
The New York release also features a new ServiceNow® Onboarding and
Transitions app, which makes starting a new job extremely simple by
combining all of the multi-departmental tasks involved in getting up
and running as a new employee into a single, intuitive mobile experience.
From pre-boarding (all the things you do before you start a new
job, such as signing an NDA or submitting a photo for your
security badge) to onboarding, induction and onwards, ServiceNow has
built a self-serve offering that spans the entire employee lifecycle.
What’s different now is that this has all been engineered for native
mobile behavior, enabling employees to use features like their device
camera, mobile notifications, etc. These
are experiences that people are accustomed to every day in their home
lives and that have now been brought to the enterprise level. It means
that work experiences become just as great as what are often
leisure-centric home and personal experiences outside of work.
Core platform elements
In addition to tools for the complete employee lifecycle, I’d like
to call out three further platform enhancements that users can look
forward to in our New York release. All essentially mobile native,
each element of the Now Platform expansion has been built to provide
enterprise-wide services and information to employees regardless
of their location.
Reducing complexity with Now Mobile and Virtual Agent
innovations – with the help of Natural Language Understanding
Model Builder, users can easily train models with sample sentences
and phrases, and then improve accuracy by mapping words to their
Transforming finance with financial close automation – features
automated journal entries, integration with SAP and Oracle, plus
embedded policy and compliance functions.
Guided app creator – this innovation means anyone can build a
digital workflow employing the ServiceNow new wizard-like user
experience, without any coding experience required. It includes an
easy spreadsheet to table converter.
Since the ServiceNow New York release is here, we have already
started working with our customers and partners on upgrades and,
equally, on the next release of the Now Platform, which (as you will
have already heard or worked out) begins with the letter O. Get your
bags packed for Orlando!