Archive for ServiceNow

ServiceNow acquires DotWalk

Posted in Commentary with tags on November 23, 2021 by itnerd

ServiceNow today announced that it has signed an agreement to acquire Solana Beach, CA-based DotWalk to help customers keep pace with technology maintenance by automating software application testing and achieving quick, seamless upgrades.

DotWalk’s system uses AI-powered regression testing to map business processes and create automated tests, enabling customers to validate application changes without having to rely on costly and scarce developer resources to write their own tests.

Running natively on ServiceNow’s automated test framework, DotWalk’s ability to take the upfront costs out of transitioning from manual to automated application testing will ultimately help ServiceNow customers absorb innovation and drive business value. 

ServiceNow completed the acquisition of DotWalk last week.

ServiceNow Launches New Messaging Service Using Twilio Tech

Posted in Commentary with tags on October 27, 2021 by itnerd

ServiceNow today announced ServiceNow Messaging Service to help organizations drive better service experiences from issue to resolution.  

Leveraging the Twilio platform, ServiceNow Messaging Service allows organizations to purchase SMS and WhatsApp directly from ServiceNow, making it easier to quickly integrate popular messaging platforms with ServiceNow workflows. This gives organizations another channel to engage with customers and employees, regardless of their location, and help quickly solve customer requests for a more seamless end‑to‑end experience.

As the global economy expands at its strongest post‑recession pace in 80 years, organizations must adapt to deliver compelling customer and employee experiences in any environment to thrive in a new economy and a hybrid world of work. According to Gartner®, “by 2025, 80% of customer service organizations will have abandoned native mobile apps in favor of messaging for a better customer experience.”1

ServiceNow Messaging Service helps organizations meet heightened customer expectations, enabling transparent, two‑way conversations between businesses and customers. Customers can find answers, get help, and request services through popular messaging services, and businesses can resolve issues fast, leveraging the power of the Now Platform to unite the front, middle and back office with digital workflows, break down silos and automate processes across teams. ServiceNow Messaging Service also helps organizations respond to employees wherever they are, allowing them to get help and request services across departments – including IT and HR – via WhatsApp and SMS.

ServiceNow Messaging Service is an expansion of Twilio and ServiceNow’s ongoing and evolving partnership. The companies have worked together since 2019 to make messaging a core part of how businesses interact with their key stakeholders.

The announcement comes on the heels of ServiceNow’s Rome Platform Release, which includes critical Customer Workflow and Employee Workflow innovations to help companies deliver great end‑to‑end customer service experiences from anywhere, improve employee productivity and satisfaction, and scale automation across the enterprise. Rome updates include Conversation Autopilot, which allows an agent to transfer a chat to a virtual agent for repetitive tasks, Customer Service Playbooks: Focused layout, a new feature that pairs agents with a virtual coach to guide them through each step of a customer service request, and Rich Messaging, which elevates tasks such as appointment booking that require more than simple text to deliver a great customer experience. Also announced in Rome is Employee Center, a single, connected portal for employees to find personalized information, complete tasks, get help across departments.

Availability and additional information

Source: Gartner Press Release, “Gartner Predicts 80% of Customer Service Organizations Will Abandon Native Mobile Apps in Favor of Messaging by 2025, January 12, 2021.

ServiceNow And Mila Partner To Accelerate AI Innovation

Posted in Commentary with tags on October 13, 2021 by itnerd

Today, ServiceNow and Mila announced a new, world-class partnership in a joint effort to accelerate fundamental and applied research while powering the world’s most intelligent digital business platform.

Following its previous acquisition of Element AI in January 2021, ServiceNow is continuing to strengthen its commitment to help drive the new world of work forward. Through creating an AI Innovation Hub in Canada along with partnering with Mila and the broader Montreal community, ServiceNow is working to grow its presence within the Canadian market, striving to demonstrate its ongoing leadership in AI research, talent and innovation across a global scale.

Bridging the demands of the industry with support for academia, the collaboration between ServiceNow and Mila will create tremendous opportunity to use the ServiceNow platform to contextualize robust end-user requests, helping AI researchers and developers to solve Enterprise AI’s last mile problem.

ServiceNow Releases New ESG Solution

Posted in Commentary with tags on October 12, 2021 by itnerd

ServiceNow today announced a new, integrated ESG solution powered by the Now Platform that helps companies activate ESG strategies, programs, and initiatives – from enhancing diversity and inclusion and reducing carbon emissions to enabling business resilience – across the enterprise. ServiceNow’s ESG solution combines the power of the Now Platform, new and existing products, and ServiceNow’s partner ecosystem to help organizations plan, manage, govern, and report on their ESG programs and initiatives to drive greater environmental, social, and business impact.

Companies are increasingly prioritizing ESG initiatives to help contribute to a more sustainable, equitable, and ethical world, build customer and stakeholder trust, and deliver successful business outcomes. According to recent studies, 88% of investors agree companies that prioritize ESG initiatives represent better opportunities for long‑term returns than companies that do not, and global consumers are nearly five times more likely to trust, buy, champion, and protect companies with a strong ESG purpose.

Today’s ESG efforts are often ad hoc, siloed, and manual. The technology products currently available support discrete, disconnected ESG efforts, compounding the problem. At the same time, global ESG regulations continue to rapidly evolve: more than 170 ESG proposed regulatory measures have emerged since 2018, and 82 percent of investors believe companies are not prepared to comply with ESG reporting regulations. Companies must be able to connect their disparate ESG products and operational systems and support new and existing proposed regulatory requirements to scale their ESG efforts, meet their ESG goals, and support increasing stakeholder expectations for greater levels of transparency and disclosure. ServiceNow’s ESG solution, leveraging the single data model and single architecture of the Now Platform, helps companies accomplish these objectives.

With its latest integrated ESG solution, ServiceNow is taking a holistic approach to help organizations drive impact and build greater customer, investor, and employee trust. Organizations can convert ESG goals into meaningful impact and create long‑term value by innovating processes and delivering sustainable outcomes.

Delivering a unified solution for activating ESG across the enterprise

Harnessing the power of the Now Platform, ServiceNow’s new ESG solution serves as an operational control tower to help convert companies’ ESG goals into reality by providing visibility and transparency across their ESG programs and initiatives and helping them strategize, manage, govern, and report on these efforts on a single platform Key components of ServiceNow’s integrated solution include: 

  • *NEW* ServiceNow ESG Management and Reporting enables companies to document material topics, establish goals and KPIs, track performance, collect and validate audit‑ready data, and create disclosures that align with major ESG reporting frameworks.
  • ServiceNow Project and Portfolio Management helps build and maintain a company’s ESG roadmap, including strategy, planning, and budgeting tools plus ongoing tracking of costs, resources, and results. Companies gain visibility into their ESG investments and improve the scale and impact of their ESG efforts.
  • ServiceNow Integrated Risk Management provides core governance capabilities plus advanced risk assessments, continuous monitoring, AI, audits, privacy, automation, and more. It integrates ESG considerations and data into effective enterprise‑wide risk and compliance management with a real‑time view of ESG compliance and risk as well as rich analytics that improve decision making and business performance.

These products work seamlessly with ServiceNow’s low‑code tools and solutions such as Business Continuity ManagementVendor Risk ManagementSecurity Operations,  Hardware Asset Management, and HR Service Delivery to generate even greater enterprise‑wide ESG value and impact.     

Collaborating with the ServiceNow ecosystem to solve new and existing ESG challenges 

ServiceNow’s ecosystem of partners, developers, customers, and other third parties will serve as a force multiplier for the ServiceNow ESG solution. Today ServiceNow also announced an expanded alliance with KPMG, where KPMG will serve as the lead launch partner for ServiceNow’s ESG solution. Both companies will work closely together to activate ESG across the enterprise for their joint customers, while also building new ESG workflows on the Now Platform to further extend the solution’s capabilities. 

Through its Developer Program, ServiceNow is also mobilizing ISVs, as well as other third parties and customers, to create specialized ESG workflows that serve the unique requirements of various industries and geographies, address specific material issues, and extend ESG initiatives beyond the enterprise to the supply chain. For example:

  • EcoVadis delivers a sustainability ratings platform to assess environmental, social, and ethical practices. By integrating EcoVadis with the ServiceNow Vendor Risk Management product, we can help customers consider third parties’ sustainability performance along with other types of risks – providing a comprehensive view of third‑party risk.
  • Watershed enables companies to measure, reduce, remove, and report their carbon emissions. Leading companies—including ServiceNow, Airbnb, DoorDash, Stripe, Shopify, and sweetgreen—are using Watershed on their path to get to zero carbon. By integrating with ServiceNow ESG Management and Reporting, companies can integrate their climate work into their overall ESG program, importing carbon metrics from Watershed into ServiceNow.
  • Reporting Standards Bodies are engaged with ServiceNow to integrate their standards into the ESG Management and Reporting product. For example, ServiceNow has already licensed the Value Reporting Foundation’s SASB Standards. And ServiceNow is currently in the process of requesting authorization to use the Global Reporting Initiative (GRI) Standards content in its ESG Management and Reporting solution before the end of the year. These product capabilities will enable companies to produce reporting and disclosures aligned with some of the most commonly used reporting standards.

Availability and additional information

Third party comments on ServiceNow’s 

ServiceNow Launches Major Platform Release Designed For Hybrid Work

Posted in Commentary with tags on September 16, 2021 by itnerd

ServiceNow announced key innovations to its Now Platform with the Now Platform Rome release. With this release ServiceNow is introducing hundreds of new innovations to empower organizations to adapt to the hybrid work era – evolving business models, managing the employee fatigue crisis, and scaling automation and app development across the enterprise.

The key highlights are:

  • The new digital command center for the hybrid workforce: The new ServiceNow Employee Center delivers a single, connected interface for employees to find information, get help across departments – including HR, IT, facilities, procurement, and legal – and request the services they need.
    • As part of ServiceNow and Microsoft’s expanded partnership to address the new and shifting dynamics of hybrid work, Employee Center will integrate with Microsoft Teams to meet employees where they are already working.
  • Accelerating automation across the entire enterprise: the Now Platform Rome release also brings powerful AI-powered service operations capabilities to scale automation across the enterprise and empower hybrid workers to work smarter not harder, with Automation Discovery & Health Log Analytics Enhancements (ITOM).
  • Enabling rapid development of modern, on-the-go mobile experiences: Mobile App Builder allows developers to rapidly build and configure engaging mobile apps for iOS and Android with a single intuitive interface, enhanced functionality, and guided experiences.

Here’s a video demo of Employee Center for your review:

The Now Platform Rome release is generally available today.

ServiceNow To Acquire Indoor Mapping Disruptor Mapwize

Posted in Commentary with tags on August 11, 2021 by itnerd

ServiceNow today announced it has signed an agreement to acquire Mapwize, an indoor‑mapping and wayfinding company based in Lille, France. With Mapwize, ServiceNow will provide indoor mapping capabilities for employees as they reserve seats, conference rooms, workspaces and workplace resources, as well as navigate offices, from their desktop or mobile devices. Mapwize capabilities will also help workplace teams manage and update floor maps based on usage trends and evolving real‑estate needs.

To support flexible and agile workplaces, ServiceNow intends to build Mapwize’s capabilities natively into the Now Platform and the Workplace Service Delivery Suite.

Mapwize’s mapping solutions, product features and technical talent will complement and enhance ServiceNow’s existing Workplace Service Delivery capabilities, including Workplace Space Mapping, Workplace Reservation Management, Workplace Space Management, Workplace Visitor Management, Case and Knowledge Management and the Safe Workplace Suite.

Mapwize was founded in 2014 by CEO Médéric Morel and CTO Mathieu Gerard and is based in Lille, France. ServiceNow expects to complete the acquisition of Mapwize in Q3 2021. Financial terms of the deal were not disclosed.

To learn more about how ServiceNow is powering the new world of hybrid work, visit the ServiceNow blog.

ServiceNow Transforms Hybrid Work With New Solutions To Help Offices Reopen Smoothly  

Posted in Commentary with tags on July 15, 2021 by itnerd

ServiceNow today announced updates to its Workplace Service Delivery solution to support employees and facilities teams in an increasingly hybrid work environment that demands flexible, agile workplace service management applications. ServiceNow gives employees a consumer-grade mobile experience to reserve workspaces, conference rooms and services and navigate workplaces. For businesses, ServiceNow’s Workplace Service Delivery solution provides the data and insights needed to better inform real estate costs and optimization.  

ServiceNow’s Workplace Service Delivery solution addresses a rapidly growing and urgent need for companies and employees to reopen offices and return to workplaces smoothly. Multi-channel, native mobile solutions automate requests, reservations and repairs so employees can focus on meaningful work.  

New features of Workplace Service Delivery include:  

  • Intelligent and intuitive reservation capabilities in the Workplace Reservation Management application for a consumer-grade reservation experience

    With many organizations prioritizing workspace hoteling over permanent seats in the new hybrid work environment, employees need to be able to easily make reservations for workspaces and workplace services.   
    Workplace Reservation Management already makes it simple for employees to reserve workspaces, desks and conference rooms. New native mobile capabilities make it even easier for employees to request these spaces. The updates also improve the self-service experience for employees as they book workspaces with single-click reservation capabilities. Additionally, a new prompt feature recommends adding requests and services – like catering or room configurations – while making a reservation.    
  • New space utilization capabilities within the Workplace Space Management application help facilities teams optimize real estate spend. 

    In the hybrid workplace, it’s critical that facilities teams have real-time access to data about space utilization to efficiently design workspaces and maximize real estate investments. If facilities teams understand how many employees are coming into a workplace on a given day, month or year, they can make more informed decisions about the office layout, how many buildings or floors need to be open, how much food and drink should be available in a kitchen, and workplace cleaning schedules.    
    With the new space utilization capabilities, the Workplace Space Management app provides facilities teams with a single solution to measure and define spaces as flexible or permanent and retire old spaces to optimize a company’s real estate portfolio.  
  • Enhancements to the Workplace Space Mapping application for better wayfinding throughout the office.Many employees returning to an office may be unfamiliar with new office layouts, while others who were hired during the pandemic have never set foot in the office. New mapping enhancements help employees locate permanent or reserved workspaces, find and reserve conference rooms or workspaces near teams, and navigate their work campus with ease.  

ServiceNow has been at the forefront of COVID response since the start of the pandemic, releasing Emergency Response apps in March 2020 to help ensure business continuity and the Safe Workplace Suite in May 2020 to manage employee health and safety. With Workplace Service Delivery, ServiceNow is powering the new world of work by delivering workflows that support flexible and agile ways of working.   
COVID evolves ENMAX’s digital transformation journey  

While Canadian-based power company ENMAX has been on a digital transformation journey for years, COVID forced the company to evolve their strategy. ENMAX built a four-phased plan to respond to COVID, including a React Phase to enable people to safely work from home, an Adjust Phase to enable a partial, safe return, and an Adapt Phase, which extended work from home while ensuring critical on-site staff could safely work in the office or in the field.   

ENMAX leveraged ServiceNow along the way, including Workplace Reservation Management and Virtual Agent, to safely manage workspace reservations for more than 2,200 employees and contractors.  

The fourth and final phase, the Advance Phase, will enable the workplace of the future with ServiceNow as the Platform powering digital transformation across the enterprise.  

ServiceNow uses Workplace Service Delivery to define the new world of work  

As ServiceNow returns its own employees to the workplace, Workplace Service Delivery and the Safe Workplace Suite are essential to support a safe, frictionless return.   

ServiceNow will leverage Workplace Service Delivery to help manage its distributed workforce and define the new world of work for its own employees, starting with Workplace Reservation Management to help employees reserve desks, conference rooms and other workplace services as well as Workplace Case Management and Workplace Visitor Management. In the future, Workplace Space Mapping will give employees access to interactive floor maps to navigate office layouts.  

It’s estimated that Workplace Reservation Management has the potential to help ServiceNow employees and workplace services teams save a combined 109,000 hours a year once all ServiceNow offices are at full capacity. 

Availability and additional information 

  • Enhancements to Workplace Reservation Management and Workplace Space Management are expected to be available in Q3.  
  • Enhancements to Workplace Space Mapping are available now.  

Read about how ServiceNow’s new integration with Microsoft Windows 365 streamlines hybrid work and provides a powerful end-to-end employee experience:  

Read more about how ServiceNow and Microsoft, together, are transforming the employee experience and improving business outcomes:  

LTI Launches Operational Technology Transformation Solution With ServiceNow

Posted in Commentary with tags on May 25, 2021 by itnerd

Larsen & Toubro Infotech, a global technology consulting and digital solutions company, has launched ServiceNow based Operational Technology Management solution for the manufacturing industry. The solution aims to address the latent demand of the industry to have digital workflows for Operational Transformation (OT) Service Management.

The solution leverages LTI’s tech and domain expertise along with digital workflow enabling capabilities of ServiceNow, to deliver a scalable and secure solution for manufacturing operations using the Now Platform. This will help manufacturers embrace the concept of OT Management, in addition to IT Service Management (ITSM) practices. The solution also secures critical infrastructure from potential external threats and attacks, by helping ensure the foundational elements of OT cybersecurity.  

With insights from this solution, manufacturers can derive business benefits such as assured systems availability and rapid resolution of issues through a common service data model for manufacturing operations. Key features of the solution include: 

  • OT Visibility: Enabling digital view of all OT assets along with location, configuration and health 
  • OT Service Management: Improved response time to OT service requests 
  • OT Security and Governance: Reduction in risk and improved compliance 

LTI is an elite partner of ServiceNow with implementations across Fortune 500 companies and expertise across ITSM, ITOM, ITBM, HRM, CSM, IRM, SecOps, and platform management services. In its recent report, Information Services Group (ISG) has named LTI a Leader in ServiceNow Ecosystem Partners across all services in their 2021 ISG Provider LensTM report for the US.

Fisker Selects ServiceNow Solutions To Accelerate Vehicle Development

Posted in Commentary with tags , on May 25, 2021 by itnerd

Fisker Inc. today announced it has signed a product and service agreement with ServiceNow, the leading digital workflow company making work, work better for people. The agreement includes Fisker’s purchase of ServiceNow’s IT Service Management (ITSM) Pro and Software Asset Management (SAM) solutions to deliver seamless experiences for Fisker’s employees.  

ServiceNow’s digital workflows will help Fisker create frictionless experiences that make it easy for employees to get work done, enabling them to spend less time on non-critical tasks and more time on building a reimagined EV experience. Fisker will deploy ServiceNow’s ITSM Pro solution to deliver scalable services, increase productivity and create resilient IT service experiences for its employees. The company will also use ServiceNow’s SAM solution to optimize IT productivity, cost and resilience – enabling employees to work faster and smarter. Together, these solutions will help Fisker create a beautiful employee experience now – and great customer experiences in the future.

Fisker is projected to start production and deliveries on its first vehicle, the Ocean electric SUV, from November 17, 2022. The Fisker Ocean will initially be manufactured in Europe and sold across multiple markets in Europe and North America. Interest in the vehicle continues to build at an encouraging pace, with global paid reservations now standing at more than 16,000.

ServiceNow Survey Reveals Canadians Want More Digitally Accessible Public Services In The Wake Of COVID-19

Posted in Commentary with tags on May 18, 2021 by itnerd

The COVID-19 pandemic has caused millions of Canadians to access the services they need online. Now, a growing number also want more digital options for fast, easy access to public services – from connecting with a government agency to address a specific question, to managing COVID-19 vaccine appointments. The demand for digitally accessing government services is higher than ever, and it’s here to stay. A new survey commissioned by ServiceNow reveals if given the choice, at least two-thirds of Canadians prefer to access services digitally, across federal (69%), provincial (70%) and municipal services (65%).  

Results from ServiceNow’s Citizen Experience in Canada Report, which polled 1,500 Canadian adults, reveals the shift in expectation as 3 in 4 (74%) say the pandemic has made them more open to accessing government services digitally. Delivering great experiences matter, as more than half of Canadians say positive experiences with public services improve their overall perceptions of government (61%) and increase the likelihood they will have future interactions with government agencies (56%). 

However, access to public services is a challenge for nearly half (46%) of Canadians who rely on someone else to help them navigate government systems. Among those who rely on someone else to handle public service processes for them, 3 in 10 (28%) need help because the process is too complicated, while another 2 in 10 (18%) say they do not know how to do it or where to go. 

Simplicity and accessibility are key to adoption of public services  

For Canadians who have had difficult experiences with government services, it is often a matter of starting off on the wrong foot. Six in 10 (62%) Canadians faced challenges with public services before the process even started, as they had trouble making contact with the correct government department to address their needs. This is a result of outdated and complex systems; not being able to get through phone lines (52%), unable to locate correct information (25%), and getting bounced around to different departments (24%). 

The opportunity comes down to simplicity. More than 8 in 10 (84%) Canadians believe that their experience navigating and accessing government services would be simplified if more digital options were available. Eight in 10 feel the experience would be improved through greater use of automation (77%) and live chat functions (77%), while nearly three quarters (74%) say their experience could be streamlined through mobile-friendly options. 

It’s also important to Canadians that digital services offered by the government are easy to use and fast. For example, Digital Identity is a secure way of loading personal identification into a centralized digital wallet. While this is viewed as an emerging concept for accessing public services, 8 in 10 (82%) Canadians believe it is convenient and would make accessing public services faster (81%) and simpler (78%).  

Vaccine rollout highlights digital opportunities for public services 

When it comes to accessing critical services such as COVID-19 vaccines, digital workflows have a big role to play in supporting the processes and infrastructure needed to vaccinate people quickly. Close to 3 in 4 (72%) Canadians believe the increased use of digital tools could improve confidence in the government’s vaccine rollout efforts, including: 

  • Allowing citizens to book their vaccine appointment online (65%). 
  • Providing digital tools that will help medical staff with booking vaccine appointments for the public (45%). 
  • Providing digital tools that will help medical staff with the day-to-day logistics of the vaccination process, such as employee staffing and other administrative tasks (38%). 

More details about the survey findings can be found here