Digital workflow company ServiceNow has announced the unveiling of new solutions to help digitize the most pressing workplace productivity challenges. The latest tools – Automated service suggestions, Service Request Playbook and Workplace Scenario Planning – are built on the ServiceNow platform. They accelerate automation of complex, often offline processes for enterprises and government agencies. This helps to improve service operations as well as customer, employee and constituent experiences.

IDC’s Mickey North Rizza

Mickey North Rizza is group vice president at IDC.

“With macro-economic influences like inflation and supply chain disruptions continuing to impact the market, leaders are adopting a digital-first strategy,” Rizza said. “More than ever before, it is becoming essential for companies to provide employees and customers with reliable products that create seamless experiences that deliver value fast.”

ServiceNow is helping customers unlock more value and cost savings with new innovations that drive greater efficiency, the company said.

CJ Desai is chief operating officer at ServiceNow.

ServiceNow’s CJ Desai

“Our customers’ greatest challenges are our greatest inspiration. CIOs are looking for technology that addresses modern workplace issues to quickly accelerate value across their organization. At ServiceNow, we’re working hard to roll out new features that meet the growing needs of our customers,” Desai said. “Only the ServiceNow platform has the flexibility and extensibility to work in any type of organization, anywhere, to remove the complexity from everyday work.”

Machine Learning

Robust service operations begin with a technical blueprint. Organizations need to quickly map IT business services and application usage to the technology components that constitute them. However, IT operators and service mapping analysts often struggle to build and maintain service maps due to excessive manual processes, changing environments and a lack of visibility across the enterprise.

Automated service suggestions – available through Service Mapping Plus – uses machine learning to automatically analyze an organization’s network traffic and suggest entry points for business-critical services. IT departments can now create a high-fidelity service map of infrastructure and middleware with a few simple clicks, saving valuable time and money. They can generate more accurate enterprise-wide mapping, arming organizations with the service-relevant insights they need to make decisions and respond to emergent IT events quickly. For example, if an organization’s email servers have an outage, service mapping will allow IT teams to quickly identify the other systems and applications that power those servers. Teams can then narrow down and solve the problem easily.

Reconfiguring for Hybrid Work

Hybrid work models mean businesses must learn to reconfigure space and manage change for individual employees and entire departments while ensuring resources – like heat and electricity – are used responsibly. This is often a manual, complex and paper-based process for workplace and facilities teams.

Workplace Scenario Planning – part of Workplace Service Delivery – helps organizations operate more strategically across workspace planning efforts to better manage spend and improve the office experience. Space planners can design, compare, and experiment with various space allocation scenarios using a visual drag and drop interface before deploying changes in an office. They can optimize space, saving money and providing a more collaborative and productive office experience.