ServiceNow Expansion Aims at Performance, Automation


ServiceNow’s Utah release looks to be an effort to improve product performance and expand the Now Platform’s workflow automation capabilities.

The Utah release was built to help organizations “future‑proof” their business and drive outcomes more quickly, the company said. The new version includes AI‑powered process mining with robotic process automation, search enhancements, expanded workforce optimization and health and safety incident management.

According to IDC, in 2023 spending on digital technology will grow eight times faster than the economy. By 2026, 40% of total revenue for Global 2000 organizations will be generated by digital products, services and experiences. However, even as technology budgets increase to support these initiatives, leaders are “reprioritizing” technology investments based on the need for near‑term organizational impact and time to value.

Working Across Silos

According to Gartner’s 2023 CIO and Technology Executive Survey, 46% of the businesses polled expect to increase their spend on application modernization, while 50% will increase their spend on cloud platforms. Utah is designed to help ServiceNow orchestrate work across silos to increase productivity and accelerate automation. Its AI-based features include:

AI Search uses AI and natural language processing to help service-delivery workers find the information they require to do their jobs more effectively. AI Search also includes advanced features like auto‑complete suggestions, exact match and typo handling to help users directly to a record and more quickly identify relevant materials that can help them resolve an issue.

Workforce Optimization capabilities have been expanded to support workflows beyond IT service management and customer service management, into areas like HR service delivery. For example, Workforce Optimization now gives HR managers a central place to understand and optimize their teams.

Shoal Waters

To help organizations navigate an increasingly complex threat environment, the Utah release empowers customers to innovate faster, operate with more agility and manage increasing operational and cyber risk. New capabilities include:

Health and Safety Incident Management tools make it easier to report and resolve safety incidents and assign corrective and preventative actions.

Security Incident Response Workspace, part of the Next Experience, allows security analysts to examine incidents within a central workspace so they can be more efficient in urgent moments and analyze the growing volume of data associated with security incidents.  

Operational Resilience Workspace, part of ServiceNow’s Next Experience, provides an enterprise‑wide view of critical risk information such as issues, vulnerabilities, outages and failed controls, for greater visibility, faster decision‑making and improved organizational performance.

Unified Administration

The Utah release introduces unified administration and agent experiences across Next Experience, so employees get more done while delivering excellent experiences for customers. It also introduces a better way to create a connected workplace with insights to inform planning and make the most of office space. New capabilities include:

Theme Builder, which allows customers to create and manage branded themes.

Enterprise Architect Workspace helps enterprise architects make decisions across their app portfolios while reducing risk and cost.

Workplace Lease Administration provides data to facility managers so they can track contracts and make informed decisions about office space while controlling costs.

Image: ServiceNow

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