ServiceNow today announced its first platform release of 2024, designed to accelerate enterprise transformation with smarter, faster, simpler experiences. The Now Platform Washington, D.C. release includes new features that boost intelligent automation and deliver fast time to value, critical elements of a business’s digital transformation roadmap.
According to Gartner, global spending on technology is forecast to rebound from 4.8% in 2023 to 7% in 2024, reaching $5 trillion. As CEOs seek to transform their businesses and work smarter, leaders are concentrating their digital investments into proven, strategic platforms that deliver net‑new innovation and maximize digitization across the enterprise. ServiceNow’s Washington, D.C. release makes it easier than ever for customers to put the power of the Now Platform to work, connecting and orchestrating processes to build seamless experiences that increase productivity and reduce costs.
Simplifying experiences to drive productivity and business efficiency
The Now Platform drives seamless, intelligent experiences among businesses, customers, and employees to propel growth. With a focus on enhancing efficiency, satisfaction, and productivity, the Washington, D.C. release includes new tools to optimize crucial interactions, fueling business growth and helping organizations adapt to ever‑shifting customer and employee needs.
Sales and Order Management (SOM) helps organizations increase revenue by uniting the sales and order lifecycles across front, middle, and back‑office teams on the ServiceNow platform. Sales and fulfillment agents can easily manage opportunities, configure and price quotes, and capture and fulfill orders. SOM empowers customer service agents to complete post‑sale commercial changes, helping drive upsell and cross‑sell opportunities – all in the same platform they use to manage customer service requests. Service agents can create opportunities, quotes, and orders just like sales staff. Improving the sales experience is a core need for businesses in industries like telecommunications, manufacturing, and technology—SOM helps companies orchestrate a more connected sales experience on a single platform to simplify processes, improve customer experiences, and accelerate results.
Platform Analytics offers a secure, simple, unified experience for reporting and analytics across the entire Now Platform. Customers can now seamlessly create data visualizations and dashboards that incorporate multiple data inputs into one, easy to understand experience to power faster, smarter decision making. Platform Analytics also surfaces meaningful, personalized, and timely information directly within Next Experience workspaces effortlessly connects to Workflow Studio, so customers can easily create condition‑based workflow triggers based on analytics thresholds out‑of‑the‑box to seamlessly go from insight to action.
New AIOps experiences in Service Operations Workspace for ITOM allows AIOps users and administrators to speed issue resolution and achieve faster time to value with enhancements to Express List and alert automation. Express List helps operators work and address issues quickly and effectively—bringing historical alert trends and automated root cause analysis into a single, digestible screen view. Alert automation provides helpful context for operators to more easily understand and action events with alert simplification and grouping, so they can onboard more quickly and speed up resolution times.
A single intuitive interface for end‑to‑end workflow automation
Automating workflows not only simplifies experiences, but improves productivity, freeing up time for employees to focus on more complex tasks rather than manual and menial ones. The Washington, D.C. release includes new features to unlock end‑to‑end workflow automation across the enterprise, powering innovation and creating new efficiencies.
The new Workflow Studio allows creators to create workflow automations quickly and easily from start to finish. Users simply describe the process they’d like to automate, and Workflow Studio will visualize and create the workflows. The solution integrates capabilities like Flow Designer, Automation Engine, Process Automation Designer, and Decision Builder into one view, so employees can collaborate and easily create, configure, and monitor automated workflows.
The Washington, D.C. release also updates the ServiceNow Operational Technology (OT) solution portfolio to serve industrial environments and smart factories. Operational Technology (OT) Knowledge Management adds to existing OT Visibility, Service Management, and Vulnerability products by accelerating the resolution of shop floor issues, further breaking down organizational barriers by capturing and sharing known resolutions for OT incidents and process deviations across sites. With upgraded asset inventory and amplified security, ServiceNow does for OT what it did for IT over the past two decades – accelerating digital transformation, specifically for industrial environments and smart factories.
Security Posture Control (SPC) is a new solution in the Security Operations portfolio that helps organizations gain visibility into critical security tool coverage gaps, identify assets with high‑risk combinations, and automate response workflows across the enterprise. This solution builds on customers’ existing investments in ITOM Visibility and Service Graph Connector programs. With Security Posture Control, customers will have a better understanding of their security posture, improving cybersecurity strength and resilience.
Driving consistency and efficiency with one extensible data model
Poor or inconsistent data can create risk, cost organizations time and resources, and lead to mistakes. The latest Now Platform release includes new pre‑built, cross‑functional workflows developed with our Common Services Data Model (CSDM), so companies can harness the power of their operational data and drive efficiencies at scale. Through automation, CSDM allows organizations to collect data across hardware or software, cloud or data center, into a trusted, auditable data model that can be used across multiple workflows and follows compliance guidelines.
These solutions can be applied across use cases in security incident management, human resources, and governance, by helping IT teams retain accurate, audit‑ready data for executive and regulatory reporting, decreasing time spent on maintaining applications.
Availability
Innovations announced today are generally available to all customers in the ServiceNow Store on March 20. In addition to the above, new, generative AI‑focused innovations were also announced. More details can be found here.
Additional information:
- Watch a demo on innovations from the Now Platform Washington, D.C. release.
- Learn more about the Now Platform Washington, D.C. release from Jon Sigler, senior vice president of Platform and AI.
White House And EPA Warn Governors Of Cyberattacks Hitting US Water Systems
Posted in Commentary with tags EPA, White House on March 21, 2024 by itnerdOn Tuesday, the White House and Environmental Protection Agency warned US governors in a letter that cyberattacks are hitting water and wastewater systems “throughout the United States”, and state governments and water facilities must improve their defenses against the threat.
“We need your support to ensure that all water systems in your state comprehensively assess their current cybersecurity practices,” said the letter to the governors from EPA Administrator Michael Regan and national security adviser Jake Sullivan.
The US water sector spans 150,000 public water systems and, in many cases, Regan and Sullivan said, “even basic cybersecurity precautions” are not in place at water facilities and “can mean the difference between business as usual and a disruptive cyberattack.”
The EPA also announced it will set up a “task force” to “identify the most significant vulnerabilities of water systems to cyberattacks,” among other pressing issues. White House officials invited state homeland security and environmental officials to a meeting to discuss cybersecurity improvements needed in the water sector.
Emily Phelps, Director, Cyware had this comment:
“The recent warnings from the White House and the EPA highlight a critical and growing threat to our nation’s infrastructure: cyberattacks targeting water and wastewater systems. This underscores the urgent need for investment in modern security capabilities to safeguard these essential services. The lack of fundamental cybersecurity precautions in many facilities poses a significant risk, potentially turning a minor breach into a major disruption. Ensuring the resilience of our water infrastructure against cyber threats is not just a matter of national security, but also of public health and safety, requiring collaborative efforts at all levels of government and between the public and private sectors.”
Dave Ratner, CEO, HYAS follows with this comment:
“The impact of a cyber attack on critical infrastructure, such as water systems, could be devastating and even life-impacting. It’s critical that everyone who provides critical infrastructure and services, not just water and wastewater systems, augment their security stack with resiliency-based approaches, such as Protective DNS, so they can detect in real-time any and all anomalous activity, render it inert before it causes damage, and ensure the safety of their services and the people who rely on them.”
John Gunn, CEO, Token adds this comment:
The biggest risk is the successful attacks on critical infrastructure that we have not yet detected. These are ticking time bombs. Imagine China invades Taiwan and we support our ally, or another scenario that leads to a broader conflict, China could then activate their earlier compromises and potentially cut off water, power, and other critical services for tens of millions of American citizens.
We’re all in this together. Thus we need to start acting like it or critical infrastructure will simply become the “go to” attack point for threat actors with citizens paying the price.
UPDATE: Mark B. Cooper, President & Founder, PKI Solutions supplied this comment:
“The recent communication from the White House and the EPA to US governors underscores the urgent need for cybersecurity in the water sector. With 150,000 public systems at risk and many lacking basic safeguards, the call for access to comprehensive security evaluations is critical. The formation of a task force to pinpoint vulnerabilities, along with planned strategic discussions and the appropriate funding it takes to implement the strategic plans, highlights the concerted effort needed to safeguard this critical infrastructure from cyber threats.
“Digital Certificates and the Public Key Infrastructure (PKI) that manages the digital certificates play a crucial role in providing advanced encryption methods that secures access and secures data, yet they are frequently underestimated and not managed properly. Posture Management for the Digital Certificates and the PKI needs to be a core requirement in the cybersecurity plans implemented to protect our water sector.”
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