ServiceNow Looks Beyond IT Service Management with Now Platform Utah Release

Now Platform Utah moves beyond ITMS with workforce optimization and process automation.

Jeffrey Schwartz

March 29, 2023

9 Slides

ServiceNow is enabling partners to deliver robotic process automation (RPA) and workforce optimization with its new Now Platform Utah release. The semiannual spring platform update, now available, also offers AI-based search, document intelligence, and health and safety incident management.

Now Platform Utah also offers a theme builder that lets partners customize the user experience for their clients.

“New innovations in the Utah release arm organizations with tools to protect the future of business and improve the ways they serve their teams, customers, and partners,” wrote ServiceNow senior VP of platform Jon Sigler.

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Erica Volini, the recently promoted lead of ServiceNow global channels, discussed the new platform with Channel Futures. According to Volini, the Utah platform lets partners deliver services beyond IT service management (ITSM).

Time to Value


ServiceNow’s Erica Volini

“It’s all about increasing time to value and letting our clients drive net new innovation, but also transform their business models to get to greater efficiency,” Volini said. “The Utah release is all about bringing much more automation and bringing AI to the forefront so that clients can understand where the issues in their organizations are, dive deep into them and fix them,” she added. “This will help them move along their digital transformation journey, but also gain efficiencies along the way.”

Futurum Research principal analyst and founding partner Shelly Kramer believes the new capabilities will indeed help ServiceNow accomplish its goals.


Futurum Research’s Shelly Kramer

“The expansion of ServiceNow’s Now Platform Utah platform beyond IT service management and customer service to other workflows such as human resources will enable a company to identify inefficiencies across the organization and fix them,” Kramer wrote. “That will be music to the ears of current ServiceNow customers and provide incentive for non-ServiceNow customers to start paying attention to what’s possible.”

Volini shared some of the benefits the new ServiceNow Platform Utah release to partners, which appear in the slideshow above.

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.


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About the Author(s)

Jeffrey Schwartz

Jeffrey Schwartz has covered the IT industry for nearly three decades, most recently as editor-in-chief of Redmond magazine and executive editor of Redmond Channel Partner. Prior to that, he held various editing and writing roles at CommunicationsWeek, InternetWeek and VARBusiness (now CRN) magazines, among other publications.

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