ServiceNow Now Platform San Diego GA
March 28, 2022
an upgraded, more modern visual design and new robotic process automation (RPA)
capabilities that deliver on the promise of hyperautomation, the latest version
of the Now Platform is designed to help organizations address the most pressing
challenges facing every industry, in every region, and transform businesses for
a new economy.
“From the great resignation, to supply chain disruption, to the new world of
hybrid work, seismic shifts in our global workforce and economy underscore that
the technology strategy has become the business strategy,” said Chirantan “CJ”
Desai, chief operating officer at ServiceNow. “With our Now Platform San Diego
release, we are empowering digital‑first leaders to create smarter, faster,
better ways of working, and unlock the true potential of hyperautomation across
Organizations are grappling to find more agile and employee‑led ways of working
to keep their people productive and engaged. The Now Platform San Diego release
helps customers across all industries drive productivity, accelerate the value
of hyperautomation, and create better, smarter experiences for a new world of
work, all on one platform for digital business.
With the introduction of Next Experience in the Now Platform San Diego release,
ServiceNow is streamlining the experience for the 70M+ annual active platform
users, who use ServiceNow every day to get their work done. Platform users will
see all their most important work at their fingertips, across all their
applications, so they can quickly dive into what’s important. Next Experience
delivers a modern, streamlined navigation that brings every application together
under one consistent experience, and elevates Favorites and History so that
people can jump back into their most important work.
Next Experience delivers an upgraded, modern visual design, including a
completely redesigned component library, new iconography, typography, and
illustrations. The experience delivers enhanced personalization, such as
accessibility preferences, information density and layout preferences, and a
choice between light or dark mode.
With 25 purpose‑built workspaces that feature a next‑generation visual design,
surface insights with dashboards, and use machine learning to assign tasks and
recommend the next best action, Next Experience also helps platform users
immediately get the information they need and move priority tasks forward more
quickly. New workspaces include new CSM Configurable Workspace, Dispatcher
Workspace, HR Agent Workspace, Cloud Operations Workspace, Service Operations
Workspace, and Hardware Asset Manager Workspace, so teams across customer
service, HR, field service, and IT can more intelligently and efficiently
respond to requests or issues.
Notable among the new workspace experiences is Service Operations Workspace.
Initially available in San Diego for IT Service Management teams, and later
expected to be available for IT Operations Management teams in Q2 2022, this new
workspace will redefine how these two previously siloed organizations can work
and collaborate within a single experience. While these two groups were
historically treated as separate functions within the IT organization, Service
Operations Workspace brings them together to deliver more proactive, seamless
employee experiences and empowers IT knowledge workers such as service desk
agents and operations teams with AI‑powered guidance to help resolve issues
Accelerating the value of hyperautomation on a single platform with new RPA
Organizations must adopt new digital business models so they can respond quickly
to changing market conditions and customer demands. However, disconnected,
critical systems and dependence on specialty Centers of Excellence create
islands of automation, resulting in expensive, repetitive, and manual work for
employees that impedes digital transformation.
Hyperautomation presents the solution – combining technologies like low‑code
application development, artificial intelligence, integration, and robotic
process automation (RPA) to connect modern, legacy, or unstructured data sources
and accelerate digital transformation.
Within its Now Platform San Diego release, ServiceNow is adding the final
ingredient to its existing technologies to deliver on hyperautomation with the
introduction of Automation Engine. Automation Engine is a complete automation
and integration solution that combines Integration Hub with all‑new RPA
capabilities, delivering an average of 3X faster time to value. Together with
ServiceNow’s native low‑code app development product, App Engine, Automation
Engine brings turn‑key solutions that are easily accessible with no learning
curve for ServiceNow developers, allowing employees to automate manual,
repetitive actions and connect to any system, modern or legacy.
Automation Engine also features the brand‑new RPA Hub, which provides a
centralized command and control center to monitor, manage, and deploy digital
robots, so organizations can automate any repetitive, manual tasks, streamline
business processes, and help boost employee productivity, while reducing human
RPA Hub features 1300+ pre‑built components to accelerate time to value for
automation initiatives, and an RPA Desktop Design Studio, allowing users to
design, test and publish both attended and unattended bots as they scale
automation quickly. No code access to RPA Hub is built into Flow Designer via
the RPA Hub Spoke, enabling any ServiceNow developer to leverage RPA Hub
alongside Integration Hub, all in a familiar interface.
Introducing new out‑of‑the‑box industry solutions
Different industries need dedicated solutions to advance their digital
transformation efforts. The Now Platform San Diego release includes vertical
solutions that address the distinct digital needs of banks, insurance companies,
and telecommunications and technology providers.
Banking: ServiceNow is helping banks create more transparent, repeatable
processes to improve the end‑customer experience. New Deposit Operations for
Banking automates common checking, savings, and certificate of deposit requests
to help bank employees complete work fast, and Client Lifecycle Operations for
Banking manages onboarding, account updates, KYC updates, and notice of death
processes in a fast, more compliant manner.
Insurance: ServiceNow is modernizing insurance operations with its first ever
solution suited specifically for the demands of carriers and their customers.
This includes Personal and Commercial Lines Servicing capabilities to enable
policy servicing across personal and commercial lines of business between
carriers and their customers, policyholders, and distribution partners, informed
by ACORD standards to improve consistency and collaboration.
Technology Providers: ServiceNow is launching its first targeted solutions for
technology providers to streamline customer and ecosystem experiences, and
launch new services quickly so they can keep up with the pace of change and
increasing demand for cloud‑based and managed services. New products include
Technology Provider Service Management to combine care and operations together
with AI‑powered self‑service and support for more proactive customer and
ecosystem experiences. Order Management for Technology Providers helps grow
revenue by launching and delivering products and services quickly and with
continues to invest in industry solutions to help organizations drive value
fast, including introducing new telecommunications solutions like Order
Management, Service Management and Operations Management for telecom providers.
"Organizations today are increasingly competing on experience, both when it
comes to their employees and customers, in order to retain talent, grow revenue
and drive resilience,” said Dr. Lara Greden, Research Director for IDC's
Platform as a Service (PaaS) practice. “Streamlining how work happens across
teams and functions, with intelligent, connected experiences and by bridging
together disparate systems, siloes and processes on a single platform, will be a
strategic advantage. We anticipate that ServiceNow’s new solutions will help
organizations deliver more productive, collaborative employee experiences,
better value for customers, and overall result in a faster return on their