The COVID-19 pandemic accelerated digital transformation, forcing companies to adjust how and where they work. With today’s introduction of the Now Platform Quebec release, ServiceNow is delivering new innovations to help businesses power through the pandemic and thrive in the new era of distributed work.
Leading the low-code revolution
Gartner predicts: “By 2024, low-code application development will be responsible for more than 65% of application development activity.”* Our new Creator Workflows empower every employee to innovate at scale using low-code tools. Notably:
App Engine Studio accelerates app development at scale with a fast, intuitive and guided low-code visual development environment that empowers people with no coding experience to collaborate and build applications.
App Engine Templates give teams access to pre-built workflow templates so citizen developers can get a head start and build apps even faster without having to start from scratch.
Using App Engine, the City of Los Angeles was able to design, build, and launch a custom COVID-19 testing app in just 72 hours. In Memphis, TN, St. Jude Children’s Research Hospital is using App Engine to build custom, end-to-end workflows that help deliver critical services to pediatric patients and citizens at scale. These are great examples of the many organizations solving everyday business challenges using Creator Workflows.
Machine learning and native AI solutions
The Now Platform Quebec release brings powerful new AI capabilities that empower employees to work smarter and simpler from anywhere, so they can focus on strategic tasks that deliver meaning for them and value for the organization. Here are just a few examples:
ITOM Predictive AIOps predicts IT issues before they become problems and helps organizations automate resolutions.
AI Search delivers a consumer-grade search experience for employees and customers, giving people the personalized, relevant, and actionable information they need right from their search window in service portals, on mobile, and via Virtual Agent.
Virtual Agent enhancements accelerate time to value with guided setup and topic recommendations. Now organizations can speed incident resolution with end-to-end, AI-powered conversational experiences.
These new AI capabilities came from our acquisitions of Loom Systems and Attivio. We incorporated this tech into the Quebec release, further extending the Now Platform's integrated AI capabilities and accelerating digital transformation by amplifying human creativity, productivity and innovation.
Efficient ways of working
On the employee service delivery front, Universal Request (HRSD, WSD, ITSM) enables agents to collaborate and transfer tickets across departments in a way that’s transparent to the employee.
We also have two great HR Service Delivery features in Quebec. Listening Posts helps organizations capture feedback surveys immediately. This enables managers to identify potential improvements, resulting in better employee experience. Our Journey Accelerator stimulates productivity by enabling managers to create consistent, personalized development plans for their employees.
Finally, Space Mapping is a Workplace Service Delivery app that provides an interactive floor map and wayfinding experience, powered by an integration with Mappedin. Employees and visitors can use wayfinding to easily navigate to meeting rooms, amenities, and workspaces.
Better customer experiences
The Now Platform Quebec Release includes a number of important enhancements to our Customer Service Management (CSM) suite. For example, Engagement Messenger powers advanced customer engagement on third-party sites, including service catalogs, knowledge bases, case management, appointment booking and much more.
This is the modern, scalable way to engage customers and service their requests. Benefits include higher case deflection rates, reduced TCO and improved customer satisfaction.
On the same theme, Mobile Messaging Channels empowers agent to connect with customers using their preferred messaging channels, which tends to boost CSAT and reduce resolution time.
Finally, UI Builder (for CSM and App Engine) enables design and editing of pages for Workspace and portal experiences. Now companies can create variations of a page for different customer audiences based on specific user criteria.
Resiliency tools for the modern enterprise
Resilience is a key factor in business performance. BCG research has found that resilient companies outperform non-resilient enterprises by a factor of three.
Quebec features innovative tools to help IT pros manage risk and boost resilience. Site Reliability Operations is a new IT Operations Management feature that empowers IT with microservice visibility across teams, in one workspace, in minutes. IT gets improved observability, incident response, and planning with reliability metrics at their fingertips. In a nutshell, they’re empowered to embrace modern operations practices.
Resilience is crucial for all enterprise functions, not just IT. Operational Resilience Management (for Governance, Risk and Compliance) provides a cross-functional, interactive workspace that allows organizations and stakeholders to see the status of plans, risks, and controls across the five pillars of resilience: Technology, facilities, people, suppliers, and processes.
No business can achieve resilience without careful planning. Our new Roadmap Planning tool (for IT Business Management) provides a lightweight UI designed specifically for high-level planning. Users can change a plan by simply dragging and dropping bars in the tool. Strategic conversations benefit from the ability to group and color work by any attribute and expose different metrics on each bar.
We look forward to partnering with our customers as they bring Quebec 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.
*Gartner, Top 10 Application Predictions Through 2025, 12 May 2020
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