Monday, October 25, 2021

ServiceNow’s latest version of the Now Platform focuses on hybrid work solutions

ServiceNow has launched the Now Platform Rome release, designed to make the transition to hybrid work smoother and find solutions to manage employee fatigue.

Highlights of the Rome release

Reducing employee fatigue

The platform provides solutions that enable companies to create committed employee experiences regardless of location.

The Employee Center serves as a digital command centre for the hybrid workforce, providing an all-in-one interface that enables employees to complete tasks, request help across departments such as IT and HR, and find personalized information. In addition, ServiceNow has partnered with Microsoft to add Teams support for chat and meetings; this feature is expected to launch for the company’s 15,000 global employees by the end of September.

Source: ServiceNow YouTube

The new platform also implements ServiceNow’s Employee Journey Management tool, which guides employees through cross-departmental duties such as work transitions, onboarding and offboarding.

Accelerating automation across organizations

The Rome release is prepared for the enhanced dose of automation in a hybrid work world, adding features with AI and automation capabilities.

Automation Discovery uses ServiceNow applications such as Virtual Agent, Auto Routing and Agent Assist to identify the best ways to automate work from over 180 topics.

 

 

Source: ServiceNow

The Health Log Analytics enhancements identify possible service issues before they adversely affect an organization. Health Log Analytics also provides data-driven advice on how to solve an issue.

 

Source: ServiceNow

Customer experience

With many offices still working remotely, companies need to be able to deal with an increase in customer requests and expectations.

The new Customer Service Playbooks: Focus Layout improves the user experience and allows agents to quickly resolve problems so they can focus on other tasks.

 

Source: ServiceNow

Mobile solutions

Lastly, hybrid work is all about adaptation, and often involves working at different times and locations. Because of this, employees need to access their work from their mobile phones.

ServiceNow is offering the Mobile App Builder, which empowers developers to create and configure iOS and Android apps via an intuitive builder interface. It is designed to provide employees and agents with engaging mobile experiences without the need for a huge development team.

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Jim Love, Chief Content Officer, IT World Canada

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