https://www.channelfutures.com/wp-content/themes/channelfutures_child/assets/images/logo/footer-new-logo.png
  • Home
  • Technologies
    • Back
    • SDN/SD-WAN
    • Cloud
    • RMM/PSA
    • Security
    • Telephony/UC/Collaboration
    • Cable
    • Mobility & Wireless
    • Fiber/Ethernet
    • Data Centers
    • Backup & Disaster Recovery
    • IoT
    • Desktop
    • Artificial Intelligence
    • Analytics
  • Strategy
    • Back
    • Mergers and Acquisitions
    • Channel Research
    • Business Models
    • Distribution
    • Technology Solutions Brokerages
    • Sales & Marketing
    • Best Practices
    • Vertical Markets
    • Regulation & Compliance
  • MSP 501
    • Back
    • MSP 501 Rankings
    • NextGen 101 Rankings
  • Intelligence
    • Back
    • Galleries
    • Podcasts
    • From the Industry
    • Reports/Digital Issues
    • Webinars
    • White Papers
  • Channel Futures TV
  • EMEA
  • Channel Chatter
    • Back
    • People on the Move
    • New/Changing Channel Programs
    • New Products & Services
    • Industry Honors
  • Resources
    • Back
    • Channel Futures 20: Top Tech Providers
    • Advisory Boards
    • Industry Organizations
    • Our Sponsors
    • Advertise
    • 2023 Editorial Calendar
  • Awards
    • Back
    • 2022 MSP 501
    • Channel Influencers
    • Circle of Excellence
    • DE&I 101
    • Technology Advisor 101 (TA 101)
    • Channel Leaders Lists
  • Events
    • Back
    • 2023 Call for Speakers
    • CP Conference & Expo
    • MSP Summit
    • Channel Partners Europe
    • Channel Partners Event Coverage
    • Webinars
    • Industry Events
  • About Us
  • DE&I
Channel Futures
  • NEWSLETTER
  • Home
  • Technologies
    • Back
    • SDN/SD-WAN
    • Cloud
    • RMM/PSA
    • Security
    • Telephony/UC/Collaboration
    • Cable
    • Mobility & Wireless
    • Fiber/Ethernet
    • Data Centers
    • Backup & Disaster Recovery
    • IoT
    • Desktop
    • Artificial Intelligence
    • Analytics
  • Strategy
    • Back
    • Mergers and Acquisitions
    • Channel Research
    • Business Models
    • Distribution
    • Technology Solutions Brokerages
    • Sales & Marketing
    • Best Practices
    • Vertical Markets
    • Regulation & Compliance
  • MSP 501
    • Back
    • MSP 501 Rankings
    • NextGen 101 Rankings
  • Intelligence
    • Back
    • Galleries
    • Podcasts
    • From the Industry
    • Reports/Digital Issues
    • Webinars
    • White Papers
  • Channel Futures TV
  • EMEA
  • Channel Chatter
    • Back
    • People on the Move
    • New/Changing Channel Programs
    • New Products & Services
    • Industry Honors
  • Resources
    • Back
    • Channel Futures 20: Top Tech Providers
    • Advisory Boards
    • Industry Organizations
    • Our Sponsors
    • Advertise
    • 2023 Editorial Calendar
  • Awards
    • Back
    • 2022 MSP 501
    • Channel Influencers
    • Circle of Excellence
    • DE&I 101
    • Technology Advisor 101 (TA 101)
    • Channel Leaders Lists
  • Events
    • Back
    • 2023 Call for Speakers
    • CP Conference & Expo
    • MSP Summit
    • Channel Partners Europe
    • Channel Partners Event Coverage
    • Webinars
    • Industry Events
  • About Us
  • DE&I
    • Newsletter
  • REGISTER
  • MSPs
  • VARs / SIs
  • Agents
  • Cloud Service Providers
  • Channel Partners Events
 Channel Futures

Artificial Intelligence


Shutterstock

ServiceNow San Diego Release Launches, Includes First Modules for MSPs

  • Written by Jeffrey Schwartz
  • March 23, 2022
The semiannual Now Platform update has a revamped user interface and new automation capabilities.

ServiceNow San Diego, the semiannual update to the company’s Now Platform, started rolling out on Wednesday with a revamped user interface (UI). The release also includes new automation capabilities and offers the platform’s first modules for MSPs to onboard and manage clients.

The entire platform has a significantly enhanced and more consistent interface that the company calls “New Experience.” ServiceNow describes the new UI as more modern with simplified navigation, making it easier to move between tasks.

It also includes 25 preconfigured workspaces for various user roles. Among the different workspaces, there’s customer support, dispatch, field service, HR, cloud operations and service operations and more.

ServiceNow's Jeff Gore

ServiceNow’s Jeff Gore

“There’s a whole range of productivity tools we put in place for these agents that’s going to not only make their work lives easier, but also, improve the experience that they’re going to be providing,” said ServiceNow VP of marketing Jeff Gore.

The Now Platform needed an overhaul of the user interface, which ServiceNow has addressed, said Austen Harrison, a technical consultant and developer at Kirkland, Washington-based Covestic.

Covestic, which provides both professional and managed services to ServiceNow customers, was an early tester of the San Diego release.

“Most ServiceNow partners and customers have been anticipating this change,” Harrison said.

In recent years, ServiceNow has expanded its user base beyond just IT administrators. With HR and customer service agents using the platform, it needed a more user-friendly interface, Harrison emphasized.

“They’ve had this strong need to ensure that the ServiceNow look, and feel is catering to those folks,” he said.

First Tools Specifically for Technology Providers

Among the new industry-specific tools added to ServiceNow’s San Diego release include those for banking, insurance companies, telecommunications providers and those that deliver technology services.

The Technology Provider Service Management solution is suited for MSPs, providing customer service and operations management. ServiceNow said it lets MSPs provide AI-based self-service and support to customers. ServiceNow also added Order Management for Technology Providers, which it said it designed to provide more rapid provisioning of services.

New Automation Engine Enables RPA

The ServiceNow San Diego release also has an upgraded automation engine. The new engine brings robotic process automation (RPA) capabilities that ServiceNow gained with last year’s acquisition of Intellibot. The new Automation Engine combines ServiceNow’s Integration Hub with the Intellibot RPA functions, providing hyperautomation capabilities.

Using ServiceNow’s low-code application development tool App Engine, the hyperautomation features let employees automate manual and repetitive functions tied legacy and modern systems.

“They have a separate process automation designer, so that they can enable folks to author some of these cross-enterprise workflows, and sort of enable the very unified process across the platform,” Covestic’s Harrison said.

ServiceNow’s new Automation Engine also includes RPA Hub, a new management console for deploying and managing digital robots. The company designed these digital robots to automate repetitive tasks now performed by employees.

RPA Hub supports with over 1,300 preconfigured components and includes RPA Desktop Design Studio to build, test and publish bots. A component called RPA Hub Spoke gives users of ServiceNow’s Flow Designer no code access to Remote Hub.

“The RPA capabilities look really strong,” Harrison said. “Their investment in automation and machine learning with predictive intelligence gets better and better with every release.”

Want to contact the author directly about this story? Have ideas for a follow-up article? Email Jeffrey Schwartz or connect with him on LinkedIn.

 

Tags: MSPs Artificial Intelligence Channel Chatter New Products & Services Technologies

Most Recent


  • Businessman reading cloud computing news
    Cloud Computing News: VMware, Celigo, Google Cloud, AWS Dominate the Week
    Find out what the vendors are up to this week and how partners are impacted.
  • OffSec Partners Get Expanded Global Partner Program
    The expanded partner program includes three new partner types.
  • Tech investments
    3 Ways Businesses Can Optimize Their Tech Investments
    Help customers start small, minimize risk and demonstrate business value in a condensed time frame.
  • Alvaria - Gary Levy feature for Channel People on the Move
    Channel People on the Move: HPE, Lumen, Sophos, TD Synnex, AireSpring, More
    Also featured are moves at Aryaka, Google Cloud, Ringover, Zift Solutions, Wasabi and many more.

Leave a comment Cancel reply

-or-

Log in with your Channel Futures account

Alternatively, post a comment by completing the form below:

Your email address will not be published. Required fields are marked *

Related Content

  • Remote video conferencing_work from home
    Microsoft, Cisco, AWS, More Tackle Future of Work with New Products
  • Cisco’s Jeetu Patel Discusses Future of Webex, Emphasizes Inclusion, Holograms
  • Robot hand unlocking a lock
    PlanetOne Partners Get Access to Darktrace Cybersecurity Portfolio
  • Enterprise Connect Expo Hall
    Images: Enterprise Connect Expo Hall Featuring RingCentral, Vonage, Cisco, Verizon, More

Upcoming Events

View all

Channel Partners Europe

June 13, 2023 - June 14, 2023

Channel Futures Leadership Summit

October 30, 2023 - November 2, 2023

Channel Partners Conference & Expo

March 11, 2024 - March 14, 2024

Galleries

View all

Cloud Computing News: VMware, Celigo, Google Cloud, AWS Dominate the Week

June 2, 2023

Channel People on the Move: HPE, Lumen, Sophos, TD Synnex, AireSpring, More

June 1, 2023

Faces of the Partner: 5 Tech Advisors Retiring, Transitioning

June 1, 2023

Industry Perspectives

View all

Dell Technologies World: Dell Apex Expanded Across On-Premises, Cloud and Edge

May 22, 2023

Identity Is Increasingly Valuable – and Targeted

May 18, 2023

Gaining a Competitive Advantage through AV Managed Services

May 10, 2023

Webinars

View all

From Problem to Profit: Mastering the Science of Selling Using Business Outcomes

May 9, 2023

Meet the 2023 Channel Futures Channel Influencers

April 13, 2023

DE&I Dialogue: How the Right DE&I Initiatives Can Propel Your Business

April 5, 2023

White Papers

View all

6 UCaaS Reseller Challenges and How Real World Businesses Solved Them

February 1, 2023

Frost Radar: North American UCaaS Market, 2022

February 1, 2023

The Complete Guide to White-Label UCaaS for Reseller Success

February 1, 2023

Channel Futures TV

View all

Coffee with Craig and James Episode No. 123: MartinWolf M&A Advisors, CP Expo Preview

UScellular Takes On Rivals with Partner Program Simplicity

April 21, 2023

OpenText Simplifying Deal Registration, Doubling Down on MDF

April 21, 2023

Everything-as-a-Service: CloudBlue Touts Critical Customer Transition

April 18, 2023

Twitter

ChannelFutures

Big happenings for @VMware this week. Plus, @GoogleCloud debuted something huge. And news from @CeligoInc,… twitter.com/i/web/status/1…

June 2, 2023
ChannelFutures

.@offsectraining launches expanded partner program. #cybersecuritytraining dlvr.it/Sq3VxS https://t.co/3SIoF4p18j

June 2, 2023
ChannelFutures

🏆 Trust @eatoncorp as your single source for comprehensive power management solutions that organize, protect and ma… twitter.com/i/web/status/1…

June 2, 2023
ChannelFutures

What could 1.2 million unique views do to your brand? Explore the interactive Channel Futures media kit outlining a… twitter.com/i/web/status/1…

June 2, 2023
ChannelFutures

Thinking about adding #MDR to your cybersecurity stack? @Malwarebytes outlines the questions MSPs need to conside… twitter.com/i/web/status/1…

June 2, 2023
ChannelFutures

Use #automation and #incidentresponse to help customers minimize risk, says @bigpanda. dlvr.it/Sq1zy1 https://t.co/wxxyPbGBeY

June 2, 2023
ChannelFutures

Do you want to gain additional knowledge from extraordinary marketing leaders? This list will provide expert tips a… twitter.com/i/web/status/1…

June 1, 2023
ChannelFutures

.@barracuda discloses email software #vulnerability that's been exploited since fall 2022. dlvr.it/Sq0w4c https://t.co/vqxx8x07eO

June 1, 2023

MSP 501

The industry's largest and most comprehensive partner awards program.

Newsletters and Updates

Sign up for The Channel Report, Channel Futures Update, MSP 501 Newsletter and more.

Live Channel Events

Get the latest information on the next industry-leading Channel Partners event.

Galleries

Educational slide shows and images from live events.

Media Kit And Advertising

Want to reach our audience? Access our media kit.

DISCOVER MORE FROM INFORMA TECH

  • Channel Partners Events
  • Telecoms.com
  • MSP 501
  • Black Hat
  • IoT World Today
  • Omdia

WORKING WITH US

  • Contact
  • About Us
  • Advertise
  • Newsletter

FOLLOW Channel Futures ON SOCIAL

  • Privacy
  • CCPA: “Do Not Sell My Data”
  • Cookie Policy
  • Terms
Copyright © 2023 Informa PLC. Informa PLC is registered in England and Wales with company number 8860726 whose registered and Head office is 5 Howick Place, London, SW1P 1WG.
This website uses cookies, including third party ones, to allow for analysis of how people use our website in order to improve your experience and our services. By continuing to use our website, you agree to the use of such cookies. Click here for more information on our Cookie Policy and Privacy Policy.
X