C.J. Desai: Work life should be like real life
As chief product officer, my job is not just to lead great
innovations but to ask philosophical questions, such as: “What
actually is work?” Is it a thing you show up for and measure in
hours, or is it a passion you pursue and measure in the outcomes you
deliver for your customers?
We rarely say, “work was GREAT today.” That’s because great moments
at work are pretty rare. Why is it so easy to update a shopping list
linked to a grocery delivery service in your personal life, while at
work you might find yourself standing outside a conference room
arguing over who reserved the room?
ServiceNow exists to make work, work better for people so that our
customers can eliminate manual tasks and do more strategic and
satisfying work. This week at our Knowledge® 2019
conference in Las Vegas, we will be sharing our product roadmap,
demonstrating future innovations, and showing how ServiceNow is
redefining the future of work with digital workflows.
Bring consumer experiences to work
We’ve grown used to
great mobile experiences for shopping, socializing, banking and much
more. Work is different. A simple, easy, intuitive mobile experience
for the enterprise doesn’t yet exist. At ServiceNow, we’re developing
high-quality, more human mobile experiences for work. We’re tackling
some of the most common work processes, and making them simple, easy
and intuitive to do from anywhere. This is all new.
designed Now Mobile to help employees get work done,
solve problems and search for information on-the-go. Now Mobile is
designed to allow employees to complete day-to-day work tasks like
requesting a new laptop, opening an HR ticket or searching for the
holiday calendar, all from the palm of their hand. Employees will be
able to get work done with the most-used features on their phones,
such as the camera, GPS, microphone, QR code scanner and more.
Employees will finally be able work in the same way they use consumer
apps to shop, hail rides, and stay in touch with distant friends.
Now Mobile is designed to include any workflow running on the Now Platform®, helping our customers
to manage and update the app without writing a single line of code.
The Now Platform puts the power of app development in the hands of the
business, so that IT, HR and other departments will be able to manage
Now Mobile more efficiently and spend their time on projects that make
work better for their colleagues.
Create a great onboarding experience
Starting a new job
is never easy. Getting your laptop from IT, your benefits from HR,
your desk from facilities is complex, time consuming and frustrating.
For the first time, we will be showing Mobile Onboarding, which is designed to give
employees a consumer-grade mobile experience before they even step
through the door at a new job. The app is designed to allow employees
to set up payroll, select the type of computer they will use, and
more--all from an intelligent and intuitive app. Simple on the
surface, Mobile Onboarding is designed to connect separate HR,
Finance, and IT systems and hide the complexity from the user. This is
the future of work.
Say “hello” to Siri Shortcuts
In your personal life, how
often does Siri help you search for information or contact a friend?
Most of us never think about asking Siri to help at work. Now, you can
have a quick chat with Siri wherever you are to take care of a complex
work task. Let’s say you just received an urgent request from your
boss. She needs a summary of all first-tier support tickets from the
past week, but you are out of the office, only have your phone with
you and are about to step into a meeting. No problem: “Hey Siri, open
ServiceNow. Create a report of tier 1 support incidents since Monday
and email it to Yvonne Jones at Acme Corporation.” Your boss gets what
she needs within minutes. Simple, easy, game-changing.
Work just got better, didn’t it?
This simple experience actually runs on a complex set of
digital workflows. Our new Natural Language Understanding technology
paired with our new Siri Shortcuts and Google Assistant integrations
are designed to translate the voice input to text and determine
intent. New Natural Language Query capabilities are designed to use
that intent to generate the SQL code necessary to create and send the
report, all managed by our Virtual Agent enterprise chatbot solution. The
client gets what she needs in minutes and work continues to get
The best service is no service
rely on IT to update and maintain digital services for everything from
email to payroll to software testing. We are introducing new
workspaces and capabilities designed to help IT serve employees,
customers and partners.
We are enhancing Agent Workspace with more intelligence to handle
tedious, repetitive processes, so IT agents can focus on more
strategic, value-added work. We are building the voice, Virtual Agent
and NLU capabilities I mentioned earlier to work within Agent
Workspace, enabling employees to self-serve with request creation from
within Virtual Agent and automatic subscription to services based on
With Service Owner Workspace, service owners gain a
single interface for complete visibility into the real-time
performance of all of the IT services and offerings they provide.
Knowledge workers are empowered to act quickly, correctly and
confidently – even under stressful situations – to take action on
near-term solutions. Service Owner Workspace aims to inform service
owners with all the information they need to make smart long-term
service investment decisions.
Operator Workspace is designed to help IT optimize digital services
and prioritize where to focus operations efforts with a holistic view
of application and service health. Operators can manage a large number
of services, resources and distributed operations and scale processes
to keep up with demand to add services at a rapid pace.
These innovations will make work better for IT agents, service
owners and operators.
Meet ServiceNow Finance Operations Management
month-end close process is one of the most tedious, time-consuming
processes in a company. Today, most finance teams rely on manual
methods when they are closing their books. They use legacy tools that
don’t speak with or connect to each other.
Onstage today at Knowledge 2019, we will show the
ServiceNow® Finance Operations Management product and its
first application - Finance Close Automation – which is built for the
office of the CFO. The Finance Close Automation app is a natural
extension of our workflows and platform capabilities. As a complement
to enterprise resource planning (ERP) systems, Finance Close
Automation is designed to help finance and accounting teams digitize
their workflows to reduce finance close risk, improve team
satisfaction, and accelerate the financial close process.
The idea for Finance Close Automation was conceived by our former
Corporate Controller, Amir Jafari, when he envisioned harnessing the
power of the Now Platform to improve our manual finance close process.
Amir led a team that began innovating the Finance Close Automation
app; this team paved the way for NowX, our internal group focused on
developing new concepts for products. We invested in his idea and
Finance Close Automation is the inaugural product coming to market
from NowX. Today, we use the application for our own quarter- and
year-end close processes, and Amir now leads the new business unit
responsible for Finance Operations Management.
PayPal, a global technology platform and digital payments leader, is
an early adopter of the Finance Close Automation application and has
already seen positive results. “The ServiceNow Finance Close
Automation app is an innovative new solution that brings together all
aspects of the finance close process, enabling simplification,
transparency, better controls and greater efficiency,” said Aaron
Anderson, PayPal’s Chief Accounting Officer and Vice President. “With
its entry into the finance arena, we believe ServiceNow will make a
meaningful impact on finance departments across industries.”
Deloitte, the lead launch partner for ServiceNow’s Finance
Operations Management, shares a passion for infusing innovation
and accelerating operational efficiencies. “Working with ServiceNow,
we’re helping clients drive digital transformation across their
organizations. We are particularly excited to help mutual clients like
PayPal realize the potential of enterprise service transformation
by extending workflow capabilities to the finance close process,” said
April Slovensky, Principal, Deloitte Consulting LLP
This is the power of digital workflows.
Great moments at work don’t have to be so rare. The Now Platform is the not-so-secret sauce that
allows us to deliver experiences that make getting stuff done at work
more like our personal lives.
The innovations mentioned above, and more, are expected to be rolled
out over the next year in our upcoming New York and Orlando platform
releases. By addressing head-on the friction we feel at work, the Now
Platform takes care of the work you have to do so you can focus on the
work you want to do. That’s delivering onour purpose of making the
world of work, work better for people.
The future of work just might be great and it starts now.
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Use of Forward‑Looking Statements
This blog post
contains “forward‑looking statements” regarding our product roadmap
and future innovations and product releases, including but not
limited to statements that include words such as expects, intends,
aims or similar words conveying that the information is not
historical fact. Forward‑looking statements are subject to known and
unknown risks and uncertainties and are based on potentially
inaccurate assumptions that could cause actual results to differ
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forward‑looking statements we make. Factors that may cause actual
results to differ materially from those in any forward‑looking
statements include, without limitation, delays or unexpected
difficulties related to future product releases, our ability to
realize benefits from partnerships, and the ability to develop and
gain customer acceptance of new products and services. We undertake
no obligation, and do not intend, to update these forward‑looking
statements. The information in this blog post on new offerings,
features, or functionality is intended to outline our general
product direction and should not be relied upon in making a