The IT Nerd

As a follow up to my story about ServiceNow’s release of new, free emergency response apps to support its public and private sector customers in managing the COVID-19 pandemic, I wanted to share that, just over one week later, nearly 1,000 organizations across all sectors are using the apps to help manage their response.

Additionally, ServiceNow is amplifying the potential impact by working with partners including Accenture, Deloitte, DXC Technology, EY and KPMG to bring the apps to their customers. 

These applications are helping government agencies and enterprises manage complex emergency response workflows and connect with employees to assess the impact.  

You can find the full details in the release from ServiceNow here. 

ServiceNow today announced a customer care plan to support its public and private sector customers in managing the COVID‑19 pandemic.

As part of this effort, the company has announced four new community apps to help its customers, including government agencies and enterprises, manage complex emergency response workflows. These apps are now available at servicenow.com/crisisresponse for customers to access free of charge through September 30, 2020.

Emergency Response Operations app for government agencies

Washington State’s Department of Health, a ServiceNow customer, initially created the Emergency Response Operations app on the Now Platform to manage their own response to COVID‑19. Working with ServiceNow, the Department of Health is making the app available to all government entities at no charge.

Customer care plan

ServiceNow has launched a customer care plan to support its customers as they focus on maintaining business operations during the COVID‑19 pandemic. This includes a commitment to maintaining virtually 100% uptime for ServiceNow instances; and launching a Now Community forum where customers and partners can interact with other customers, as well as an Apps Suggestions portal, where customers and partners can provide their ideas for COVID‑19 related apps or features.

In addition to the State of Washington’s Emergency Response Operations app, ServiceNow has developed and introduced three, free of charge community apps to benefit all customers. The additional apps include:

• Emergency Outreach: during a crisis, this workflow leverages the Now Platform to help companies connect with employees to assess the impact. Employers can reach out by email to provide information and safety measures and request a response to confirm if employees are safe and where they are located. Employers can also leverage the ServiceNow Now Mobile App to send push notifications to employees via mobile to get response.
• Emergency Self Report: this workflow helps an employee notify their employer that they are self‑quarantined and when the employee will return to work, and provides workflow support for the employer.
• Emergency Exposure Management: when a company becomes aware that its employee is diagnosed with an illness, this workflow helps the employer identify other people who might have been exposed based on the employee’s meetings history and job location.

More information about ServiceNow’s customer care plan, including accessing the community apps, can be found at servicenow.com/crisisresponse.

Customer support

As a global company, ServiceNow has critical business functions, including technical support and cloud operations, distributed in regions around the world. This model will help ensure consistent, world‑class customer support and service levels for its customers.

The company is committed to maintaining virtually 100% uptime for ServiceNow instances to ensure that customers have all of the capabilities available to them to continue their operations. ServiceNow maintains an Advanced High Availability Architecture with the ability to run a customer’s production application from a pair of data centers located in geographically different regions.

ServiceNow’s business continuity plan covers the ability for our cloud operations and technical support teams to work remotely in a safe and secure manner so they can continue to serve the company’s customers. All remote access happens using secure connections and multifactor authentication.

ServiceNow’s Knowledge 2020 customer event goes digital

In order to protect the health and safety of its customers, partners and extended community, ServiceNow’s Knowledge 2020 event will become a digital community experience. This digital event, which starts on May 5, replaces the in‑person event scheduled May 3‑7 in Orlando, FL. The Knowledge 2020 digital experience will showcase all the ways to unlock productivity through modern digital workflows, highlight the latest customer and platform innovations, and inspire the ServiceNow community to continue to create great experiences and unlock productivity for businesses.

Protecting our employees

ServiceNow has taken action to maximize the well‑being and safety of its 10,000‑plus global employees, office staff and communities. As part of its efforts, the company:

• Has asked all employees globally to work from home, effective March 11^th, in an effort to encourage social distancing;
• Is continuing to compensate all full‑time and part‑time workers, contractors and support staff during this work‑from‑home period; and
• Is requiring that employees avoid business travel unless it’s deemed business‑critical, and is within their own country.

Community giving

Across ServiceNow’s global community, we recognize that healthcare workers on the frontlines of COVID‑19 are in need of support. These workers are in need of supplies, such as masks, protection suits, goggles and medical testing equipment, as well as basic necessities, such as food, lodging, training and support. ServiceNow is making donations to the International Medical Corps and the CDC Foundation totaling $100,000 to support these efforts.

ServiceNow today introduced the Now Platform Orlando release, featuring Now Intelligence, a new set of powerful AI and analytics capabilities. With Now Intelligence, ServiceNow empowers enterprises with new insights that enable employees to work smarter and faster, streamline business decisions and unlock new levels of productivity.

Worldwide, companies are focused on delivering great customer and employee experiences. And behind every great experience is a great workflow. That’s what ServiceNow enables. With Now Intelligence embedded into its Now Platform, ServiceNow advances its position as a pioneer delivering practical, purpose‑built AI and analytics to the enterprise. Now Intelligence enables employees to quickly and easily make decisions, solve problems, find answers and automate tasks – making their lives at work simple, easy and convenient.

ServiceNow is a strategic digital transformation partner to the world’s largest enterprises, including approximately 80% of the Fortune 500. These enterprises use the Now Platform as their “platform of platforms” to streamline work by integrating siloed, legacy systems and digitizing complex workflows and processes across their organizations. Adobe, Deloitte, Equinix, Red Hat, Nutanix, UnitedLex, whyaye!, Acorio, Autotestpro and Highmetric are examples of companies using the Now Platform to power their digital transformations.

With its Orlando release, ServiceNow continues to deliver consumer‑grade mobile experiences across the enterprise. And with Now Intelligence, the Now Platform delivers great experiences that:

• Help people get work done smarter and faster by automatically surfacing context‑aware recommendations, predictions and insights to help teams act on the fly.
• Deliver better self‑service experiences with intelligent, “always on” virtual agents across any channel, so customers and employees can quickly get what they need and take action.
• Better predict issues and automate actions with virtual agents fully embedded in the Now Platform. Customers and employees are now empowered to initiate workflows with dynamic conversations that deliver results by automating requests for quick resolutions anytime, anywhere.
• Enable better business decisions by driving transparency and alignment at all levels of the organization and providing teams and process owners with valuable insight into real‑time patterns and trends so they can make more informed decisions and quickly identify areas for improvement.

The Orlando release of the Now Platform delivers analytics, intelligence and mobility solutions enhancements across ServiceNow’s IT, Employee and Customer workflows. Key innovations in the Orlando release include:

Analytics Solutions

• Cloud Insights helps IT teams optimize the cost of their cloud assets by making intelligent recommendations on managing usage across business hours, choosing the right resources and enforcing usage policies.
• Advanced Risk Assessments make it painless for an organization’s front line to assess different risks within their daily work, so their second line can effectively adapt to change as they analyze and manage operational and other risks across the business.
• Software Exposure Assessment enables security and IT teams to minimize the potential impact of zero‑day vulnerabilities by quickly identifying vulnerable software and related devices and servers, then initiating changes immediately through standard IT workflows.

Intelligence Solutions

• Agent Affinity for Work Assignment allows customer service teams to assign work to the best agent using intelligent context to improve customer satisfaction. This can include assignment to a specific team that always services a specific customer, agents who have served the customer previously, or agents who have experience with related tasks.
• Virtual Agent with Natural Language Understanding updates continue to build off innovations unveiled in the Madrid and New York releases, making it easier to create and maintain NLU models.
• CI/CD supports the use of standard DevOps tools for on‑platform development at scale with team development, including enhanced developer collaboration with selective commits and collision avoidance, and simplified deployment processes for faster time to value.

Mobility Solutions

• Mobile Agent enhancements deliver native mobile experiences so service desk agents and operators can resolve issues at any time, through any device. These capabilities are available on ITSM, ITOM and Field Service Management solutions.
• Mobile Branding and Analytics allow customers to configure the Now Mobile enterprise experience in a customer‑branded environment, driving deeper engagement, and bring analytics into the services that pre‑hires, new hires and employees use most.
• Mobile Targeted Campaigns provide employees with important and relevant information (like ‘tax time,’ site updates and local IT initiatives) right on their mobile devices using profile information, like department and job type. This proactive approach to employee communications increases satisfaction and reduces calls to the service desk.

Also, ServiceNow is extending the Now Platform to manage DevOps pipelines, connecting developers within IT operations with new insights and automating the manual and time‑consuming change approval process. This will enable customers to release features developed off‑platform more rapidly while retaining safety. ServiceNow DevOps, which was initially available through the ServiceNow Store, is now available as part of the Orlando release.

ServiceNow’s Now Platform Orlando release is generally available today. The ServiceNow Now Agent, Now Mobile and ServiceNow Onboarding apps are available to download on the Apple iOS store and Google Play store. For more information, visit:  https://www.servicenow.com/now‑platform/latest‑release.html

The youngest generation, often perceived as self-centered, entitled and tech-obsessed, are entering the workforce and bringing more value than stereotypes suggest. A new survey commissioned by ServiceNow Canada, the company that makes work, work better for people, explored expectations Gen Zs have of the workforce and busted several myths we think we know about how this generation experiences life at work.

Results from the Gen Z and the Future of Work in Canada study—which polled over 1,500 Canadian employees—revealed that Gen Z attitudes about workplace technology, preferred forms of communication and the value these employees bring to the workforce are not what you expect them to be. Turns out Gen Zs are actually quite similar to older generations – valuing face-to-face interactions and job security.

As the workforce embraces digital technology, Gen Zs crave more traditional forms of communication

After growing up connected 24/7, Gen Zs value the importance of in-person interactions at work, far more than we might assume.

• Three in five (58%) Gen Zs prefer to communicate with their manager in person, while only one in three (36%) prefer to communicate by text and one in four (26%) prefer instant message (IM).
• Contrastingly, older generations assume Gen Zs prefer to communicate by text (62%) and by IM (47%). Only 17% assume Gen Z prefers in-person communication.

Gen Zs are more than self-absorbed social media experts

When it comes to the value Gen Zs bring to the workforce, older generations don’t see the opportunities—beyond learning how to use digital and social platforms.

• Gen Z feels they can teach older colleagues open-mindedness (53%), creative problem solving (45%) and how to have fun at work (44%).
• However, less than one third of respondents in older generations think they can learn these things from Gen Zs (32%, 29% and 29% respectively).
  • 46% believe they can learn how to use digital/social platforms—far more than any other skill.
• Close to half of Gen Z survey respondents say the biggest misconceptions older generations have is that they’re self-absorbed (49%), have a short attention span (48%) and are entitled (44%).

Unlike their millennial counterparts, Gen Z does not want to job hop—84% would prefer to have a long and established career at one workplace. However, there’s willingness to leave quickly due to unhappiness (85%) or career advancement (83%).

Gen Zs want practical workplace technology

With a third of our lives spent at work, Gen Zs are eager for technology to help simplify their work lives and recognize that technology can play a more significant role in the workplace. In fact, 74% of Gen Z respondents say that technology at work should be as easy as it is at home.

Having grown up with smartphones in hand, Gen Z employees want to use mobile-optimized technology at work, far more than they are currently doing so.

• 62% want to use mobile technology for communication and 55% for collaboration, but only 50% have used it for communication and only 44% have for collaboration.
• Despite being digital natives, Gen Z isn’t looking for futuristic technology at work. Only one in five are looking to use artificial or virtual reality (AR and VR) (22%), hold holographic meetings (22%) or use drones at work (20%). 

Survey Methodology

The online survey was facilitated by The Logit Group. The study was in field between October 17-29, 2019, and surveyed n=1,851 Canadians. The term Gen Z refers to Canadians ages 18-24, Millennials refers to Canadians ages 25-34 years old, Gen X refers to Canadians ages 35-54 years old, and Boomers refers to Canadians ages 55+. To qualify at the time of the survey, participants must have been an intern, past intern, full-time, or part-time employee in an office setting where computers, laptops, phones, and/or tablets are regularly used. They also must have been working in companies with 500 or more employees.

For comparison purposes, a probability sample of this size has an estimated margin of error* (which measures sampling variability) of +/- 2.3%. The results have been statistically weighted according to region and age data to ensure a sample representative of the population of Canadians working in an office setting of companies with 500+ employees. Discrepancies in or between totals are due to rounding.

ServiceNow today announces the launch of native mobile experiences for everyday work across the enterprise with the general availability of its Now Platform New York release (https://www.servicenow.com/now‑platform/latest‑release.html). For the first time, consumer‑like mobile experiences that can make almost any everyday work task easy to do have arrived, making our work lives as simple, easy and mobile‑friendly as our real lives.

Powered by the Now Platform, the leading platform in managing complex enterprise workflows across functions, departments and systems, ServiceNow’s new Now Mobile app makes diverse everyday work tasks simple and easy. Whether it’s fixing an IT issue, ordering a computer, finding a conference room, getting help from human resources, approving purchase orders, travel requests and legal documents, or finding quick answers to questions, the Now Mobile app makes it easy to take care of business on the go.

The New York release also features a new ServiceNow Onboarding app, which makes starting a new job a cinch by combining all of the multi‑departmental tasks involved in getting up and running as a new employee into a single, intuitive mobile experience. Together, Now Mobile and Mobile Onboarding set a new mobile standard for the enterprise, moving beyond single solution apps into workflow mobile experiences that better match how people really want to get work done.

ServiceNow is committed to harnessing the power of its Now Platform in managing complex enterprise workflows with the native mobile capabilities coded into the platform to become the global leader in delivering native mobile‑friendly workflow experiences to enterprise customers at scale. Combined with ServiceNow’s release earlier this year of ServiceNow Agent, the new Now Mobile and Mobile Onboarding apps offer enterprises an unmatched suite of native mobile apps that offer leading features, capabilities and user experiences.

Reducing complexity for employees with Now Mobile and Virtual Agent

The latest platform release from ServiceNow comes at a time when enterprises are looking deliver better efficiencies and experiences. The intelligent, intuitive Now Platform helps streamline IT, employee and customer workflows, connecting separate systems and processes on a single platform.

Now Mobile and Mobile Onboarding are just two of more than 650 innovations in the New York release.

The New York release also includes innovations in natural language understanding (NLU), which is integrated into ServiceNow Virtual Agent. With NLU, employees can interact with Virtual Agent by using simple human terms to quickly find answers, order items or get help for common problems — all without having to contact the service desk.

These innovations in the Now Platform, coupled with the machine learning capability of ServiceNow Predictive Intelligence, help organizations provide a comprehensive service delivery experience that makes it easy for employees to get the help they need.

PayPal, a global technology platform and digital payments leader with over 20,000 employees, adopted the Now Platform as it began its journey of providing its engineers with the technology backbone needed to connect operations, create a centralized hub for resources and give access to self‑service tools. “Like any enterprise company, PayPal’s engineers use various applications to help manage its infrastructure. With ServiceNow, we now have a single platform that lets us connect digital workflows and have a common engagement layer across our systems of record and apps to provide our engineers with a more efficient and productive work experience. Using the Now Platform, our engineers are freed up to work on more strategic work and focus on our goal of providing customers and employees with an experience that’s as easy, simple and intuitive as the PayPal mobile experience,” said Dan Torunian, PayPal’s Vice President of Employee Technology & Experiences and Data Centers.

Availability

ServiceNow’s Now Platform New York release is generally available today. The ServiceNow Now Mobile and ServiceNow Onboarding apps are available to download on the Apple iOS store and Google Play store. For more information, visit https://www.servicenow.com/now‑platform/latest‑release.html.

Perks at work have become a source of pride and a competitive differentiator for companies vying for top talent. Stocked fridges, catered meals, on‑site fitness facilities, laundry services and complimentary transportation are just a handful of popular perks companies offer to lure new employees. But according to new research by ServiceNow (NYSE: NOW), the company that makes work, work better for people, an effective way to build an engaged and productive workforce is giving employees a better employee service experience during big moments and even small ones in between.

ServiceNow’s “The Employee Experience Imperative” Report, which studies the service experience at work, reveals that employee enthusiasm for work peaks at the start of a new job, but wanes by 22% shortly thereafter. Where are employers missing the mark? The findings tell us that employers aren’t supporting employee’s basic needs on a day‑to‑day basis during the employee lifecycle: 41% still struggle to obtain information and answers to basic questions, like finding a company policy or resolving an issue with their equipment. Furthermore, only 41% believe their employers make it easy to select their equipment before their first day and only 51% of employees believe their employers make it easy to receive equipment necessary to perform their job responsibilities at the onset of their job.

Where Can Employers Improve? Mobile Work Experiences

One‑third of our lives is spent at work. And, employees want their experiences at work to be more like their experiences at home – like having mobile technology at their fingertips to make finding information and accomplishing tasks simple, easy and convenient. In fact, more than half (54%) of employees expect their employers to offer mobile‑optimized tools at work. Yet, the majority (67%) report not finding it easy to complete necessary paperwork on a mobile device before their first day and only about half (52%) of employees have been allowed to use a smartphone or tablet to access employee tools from HR or other departments. However, those who do have such access self‑report higher productivity than those without these mobility tools. This is a miss for employers who haven’t yet introduced mobile self‑service to their workforce, especially for those aiming to retain and attract millennials, as over half (59%) expect employers to provide mobile‑optimized tools.

A Generation Gap? It’s Smaller at Work Than You’d Think

Baby boomers and millennials aren’t so different at work, after all. Across the four generations that comprise today’s workforce – baby boomers, Gen‑Zs, millennials and Gen‑Xs – employees want a better experience at work. The research found that, across generations and departments, employees are losing faith in their employers to deliver positive employee experiences:

• Less than half (48%) of employees believe that employers are invested in improving the employee experience;
• More than half (61%) of employees rate their employers poorly based on a negative experience with personal leave;
• Less than half (45%) of employees feel that their opinions and perspective matter to their employer. However, millennials (43%) are more optimistic that employers will address feedback when compared to baby boomers (35%);
• Only 37% of employees believe that employers automate processes to improve the worker experience; and
• Less than half (44%) of employees believe employers provide them with easy access to information from HR and other departments; the same number felt they did not have access to the information vital to their job on day one.

A positive experience at work strongly correlates high employee net promoter scores (eNPS)– meaning, employees that create great employee experiences are likely to have more loyal, satisfied employees. That’s real business value.

For more findings from the survey, check out ServiceNow’s “The Employee Experience Imperative” Report and download it here.

 The Employee Experience Imperative Research Methodology

“The Employee Experience Imperative” Report, which studies the service experience at work, was conducted in June 2019, via qualitative and quantitative research methods. A total of 1,400 people responded to the survey, all 18+‑year‑old full or part‑time employees at companies with 2,000+ employees. Of the respondents, 57% were located in North America (United States, Canada), 29% were located in Europe (United Kingdom, France, Germany, Netherlands) and 14% in Asia‑Pacific (Australia, Japan, Singapore).

The role of technology in the workplace is quickly changing, and there’s a “new normal” for CIOs. Today, nearly two-thirds of CIOs (63%) say that business and leadership skills are more important than technology skills.

According to a new study of 516 CIOs from 12 countries and 24 industries, conducted by Oxford Economics and commissioned by ServiceNow, three things separate top-performing CIOs from the rest:

1. They build C-suite influence, especially with CEOs and CHROs;
2. They focus externally on customers; and
3. They are further along at digitizing workflows across their organization.

However only 20% of CIOs fall within this top-performing category.

The findings further underscore why CIOs must adopt workflow digitization. CIOS who lead organizations with the most workflow digitization are more likely than the ones that are the least digitized to be highly successful in attracting and retaining top talent (45% versus 15%).

You can find the full survey findings here.

What would you be willing to sacrifice in your job if it meant that the work you do provided you with more meaning? When we think about what motivates us at work, money is usually the first thing that comes to mind, however that is not necessarily the case. A new survey from ServiceNow shows it may not be money, or a new title, or even the corner office that motivates us. In fact, it’s meaning.

A study of over 1,500 Canadian office workers, by workflow automation company ServiceNow, found that four in five Canadian office workers (81%) need the majority of their work to be meaningful. However, they’re spending on average 76 per cent more of their time on menial tasks than they would like. And when it comes to dealing with their menial tasks, Canadian office workers expect their employers to offer solutions.

Study findings uncovered key insights on the value Canadian office workers place on meaningful work, and how they feel about menial tasks:

• Two in three (68%) agree that they would never take a job that was unrewarding or frustrating, even if the pay was higher;
• Half say that menial tasks have made them feel bored (49%) or feel like they are wasting their time (48%); and
• Sixty-two per cent feel happier and more productive when their company has solutions in place to help them deal with menial tasks.

Meaning means more for millennials

Millennials, who now make up the largest generation in Canada’s workforce, bring with them a change in how employers think about the employee experience, and the role that meaningful work plays in this.

The survey uncovered that:

• Millennial office workers feel trapped by menial tasks. Half (48%) say menial tasks make them feel unmotivated, and they are more likely than Gen Xers or Boomers to say that menial tasks make them feel as though they are not living up to their potential (46% vs. 37% and 34%).
• Millennial office workers will make sacrifices for more meaningful work. Close to half (47%) would give up a pay raise for more meaningful work and two-thirds (67%) would never take a job they knew would be unrewarding or frustrating, even if the pay was higher.
• Millennial office workers really want to avoid frustrating office experiences. More than half (55%) would rather stand in line to renew their health card or driver’s license than troubleshoot an issue with IT, and one in three (33%) would prefer to give up a vacation day rather than experience frequent internet/service outages.

Download the full report here.

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