The IT Nerd

ServiceNow has enhanced the Now Platform with native mobile enterprise capabilities in the Madrid Release, enabling customers to make everyday work for their employees mobile first and mobile friendly. Now you can route requests and fix issues on the go and get help where you are, all with a thumb swipe on your phone.

The native mobile capabilities are part of more than 600 new innovations in the Now Platform Madrid Release that help customers accelerate digital transformation by unlocking productivity and delivering mobile experiences across ServiceNow’s IT, employee and customer workflows. These workflows can now easily use powerful, native mobile apps, including the company’s flagship IT Service Management (ITSM) and Field Service Management products.

Anyone can create new, native mobile apps quickly and easily in a “no‑code” environment. Rather than simply make a desktop experience mobile, the Now Platform Madrid release delivers mobile‑first experiences that dramatically simplify common workflows for agents such as looking up information, updating incidents, and even working offline.

Native apps, at scale.

By building native mobile capabilities into the Now Platform, ServiceNow is giving its customers the power to make any digital workflow mobile first. Consumer‑like mobile experiences can now replace manual processes, repetitive routine work tasks and complex systems. Native mobile experiences can take advantage of built‑in phone features such as camera and maps, enabling employees to use at work the same mobile features they enjoy in their personal lives.

Get work done, anywhere.

With the Now Platform Madrid Release, customers can manage their workflows anytime, anywhere – from fixing a laptop to resolving a P1 customer issue.

With these new mobile innovations, customers can:

• Route requests and fix issues on the go. A new, out‑of‑the‑box mobile app lets IT quickly route requests for action wherever they might be. Plus, a new mobile app for field service lets employees fix simple issues with a swipe of their thumb so they can focus on solving more complex problems.
• Get help where you are, on any device.The Now Platform Madrid Release empowers customers to provide support to employees wherever they are: mobile, web, chat or third‑party interfaces like Workplace by Facebook, Slack and Microsoft Teams. Employees can easily open a support ticket from the app and device of their choice.
• Build custom apps fast. The new ServiceNow Mobile Studio lets anyone build and deploy native iOS and Android mobile apps using no‑code tools and a drag‑and‑drop interface. Employees can use apps with read and write capabilities anywhere, even when they’re offline. For example, customers can build asset management apps that leverage the camera and facilities apps that use GPS.

ServiceNow will continue to enhance the Now Platform’s native mobile capabilities in future releases.

Digital transformation, delivered.

Other innovations in the Now Platform Madrid Release enable companies to manage their digital transformation in faster, more agile ways. For example, new capabilities include:

• Get deeper insights sooner.Agent Workspace is a new command center for prioritizing work and taking action. Activity streams keep the latest updates in view and machine learning surfaces similar incidents. Customer service and IT agents have the context they need to resolve issues quickly from a single dashboard.
• Find and fix service performance issues faster.Alert Intelligence, a new IT Operations Management capability, helps IT operators focus on what matters most with prioritized alerts, including deep insights about past incidents, similar and repeat alerts, Knowledge Base articles and metrics. IT Operations teams can quickly get to the root cause of a service performance issue or an outage, collaborate with different teams and launch remediation workflows from the same console.
• Update digital services at scale. To helpIT make changes to digital services more effectively, ServiceNow is delivering change automation enhancements to ITSM. IT can integrate change with DevOps using out‑of‑the‑box REST APIs, automate manual approval processes and provide clear audit trails for better governance.
• Go from siloed development to top‑down alignment. The Portfolio Scaled Agile Framework lets companies capture, analyze and approve new initiatives – allowing organizations to align enterprise strategy to portfolio execution.

For more information, visit:

• ServiceNow Broadcast:Now Platform Madrid Release
• Service Matters Blog:Welcome to the ServiceNow Madrid Release
• Workflow Blog:The Future of Workflow

ServiceNow who was recently named Forbes’ Most Innovative Company of 2018, is a cloud-based workflow solution that is on a mission to make work, work better for people through exceptional digital experiences. They  recently opened its new Toronto office – a 4,500 square-foot workspace designed to drive collaboration and creativity. Let me walk you through via some pictures taken by Corey Mehlenbacher starting with the Training Room which is important to keep staff up to speed:

Followed by a couple of pictures of the meeting room which looks pretty inviting:

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For a meeting that is more formal, there is this boardroom:

And since you can’t just work flat out all the time, there’s a lounge to relax in. I love the artwork on the wall as Service Now is clearly representing “the six” a.k.a. Toronto:

Phone booths might be disappearing, but not at ServiceNow as they have one to have a private conversation. That’s important as this place is an open concept design:

Work spaces in ServiceNow are pretty cool looking and are very different than what I am used to seeing in corporate environments:

Standing desks are in vogue at the moment as they are said to provide health benefits, including weight loss, reduced back pain, improved mental health, lower blood sugar, lower cholesterol, and greater life expectancy. Which is why ServiceNow has invested in them:

The new Toronto offices of ServiceNow is right in Toronto’s business district. Having a inviting office makes employees more productive, encourages retention, acts as a recruitment tool, and it impresses clients. From the look of these pictures, it looks like ServiceNow has all of that nailed perfectly. As a result, their employees and customers will benefit from the work that they put into building this new office in Toronto.