Turning to customer workflows, Customer Central improves visualization of customer information for agents and empowers them to resolve customer issues faster, expanding customer service capacity.
Field Service Contractor Management enables businesses to easily manage and track work assigned to third parties, improving relationships between field service organizations and their contractors and providing better customer experiences.
And who says playbooks are just for athletes? Playbooks for Customer Service Management improve customer service experiences by guiding agents through resolution steps with a pre-built playbook. The playbook defines data, tasks and steps needed to automate processes across middle office teams and empowers agents to monitor progress.
Smart capabilities for IT
In these uncertain times, business resiliency has never been more important. Application Vulnerability Management ensures resiliency in case of application vulnerability. It extends visibility into vulnerabilities from infrastructure to applications and drives an orchestrated response for faster remediation.
Predictive Intelligence Workbench empowers process owners to be more productive and resolve issues faster with ML-based automation that’s easy to set up. And Vendor Engagements assess risk for vendors to ensure resilient operation. This product creates engagements for any vendor in the organizational hierarchy, assesses each engagement based on area of risk and creates a risk score.
Last but certainly not least: The ServiceNow advantage is one architecture, one data model, one born-in-the-cloud platform that delivers great workflows and experiences. Our Configuration Management Database (CMDB) is core to this one platform approach. So I’m really excited to introduce the Service Graph Connector Program, a new designation within the Technology Partner Program which ensures that many of the third-party tools that businesses rely on today are directly integrated with ServiceNow to increase data quality and reliability. The CMDB supports all our workflows and is crucial in running a resilient operation. Service Graph Connectors are part of ITOM visibility and represent a significant advance in CMDB technology.
Paris is the seventh platform release that I’ve overseen at ServiceNow. I’m so proud of the global engineering, product, and design teams that worked tirelessly amid a global pandemic to ship the Now Platform Paris Release on time while delivering high-quality innovation.
We look forward to partnering with our customers as they bring Paris to life! And we’re already hard at work on the next Now Platform release, which will deliver more intelligent workflows that provide even better experiences for customers and employees.
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