ServiceNow gets much more specific with its workflows

ServiceNow, which provides configurable workflow software for various functions within an organization, today launched a new version of its core platform that is far more granular than ever before – even as granular as guiding a procurement officer through requests for indirect purchases from employees.

ServiceNow has a long-standing reputation for software that serves as a blueprint for operations managers, marketing and sales professionals, accountants, HR professionals, and other common business functions on a routine basis. But the operating universe continues to branch out internally – and externally – with suppliers, contractors, corporate partners and potential customers. As a result, new and expanded workflows are often required.

In its version of the Now Platform Tokyo, the Santa Clara, California-based company has added several new workflow modules, including options for supplier lifecycle management, enterprise asset management, and environmental, social and governance (ESG) management – a Topic that gains more and more importance over time.

“For example, we’ve streamlined the sourcing function for you and your critical suppliers,” Chief Operating Officer CJ Desai told ZDNET. “While we cannot fix supply chain problems, supplier lifecycle management can help you automate it. Your suppliers can go to our portal and request something, check the status and create a streamlined experience for dealing with your business. The new efficiencies can be enormous.”

According to Desai, the Tokyo edition offers auditable, investor-friendly sustainability data in the following new modules:

  • Enterprise Asset Management (EAM)that automates the entire physical asset lifecycle from planning to decommissioning for industries such as healthcare, financial services, retail, manufacturing and the public sector.
  • Supplier Lifecycle Management (SLM)that enables organizations to transform traditionally rich supplier engagements stored in emails and spreadsheets into modern, digital experiences, enabling teams to reduce operational costs.
  • Environmental, Social and Governance Management (ESG). has been enhanced to enable companies to set and document ESG objectives and KPIs, track performance, collect and validate auditable data, and create disclosures that align with key ESG reporting frameworks. ServiceNow is partnering with KPMG, Deloitte, DxC, Emissionsbox, Fujitsu, LTI, Mindtree, NTT and RSM to bring the reach and capabilities of this feature to market.

Other new features in the Tokyo Edition include:

  • manager hub addresses managers’ biggest pain points, such as burnout and the increasing pressure to keep employees happy and engaged in distributed teams. This provides managers with a destination to create and review employee journeys and respond to requests while providing personalized resources and training to help managers grow as leaders.
  • admin center – Part of ServiceNow Impact – allows system administrators to discover, install and configure ServiceNow software through a self-service portal. The new Adoption Blueprint guides admins through application recommendations based on instance maturity, improved visibility of application entitlements, and easier application installation and configuration—all from within their in-instance application.
  • Automatic problem solving for HR extends Issue Auto Resolution capabilities for IT service management to HR teams. The solution applies Natural Language Understanding (NLU) to analyze requests and deliver self-service content that meets employees where they are, across channels such as Microsoft Teams, SMS, and email. It also identifies urgent HR cases and routes them directly to an employee manager when a higher level of support is required.

ServiceNow competes in the same market as Salesforce, IBM, Zendesk, Freshworks, SolarWinds, and Jira.

Each function can be selected from a menu

How does the integration of the new version affect current ServiceNow customers?

“So at the platform level, they’re upgrading to the new database schema and then to the additional features — which they’re meant to support,” Desai said. “Then they can turn on any product they’ve used – it will automatically come with new features enabled. The customer then has the choice to activate any other desired functionality.”

Each feature is priced separately in the ServiceNow business model. Early adopters of the Tokyo platform include NTT DATA Corp., the City of Copenhagen, UC Irvine and King’s Hawaiian Bakeries. The software is available from today.

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