ServiceNow, the cloud-based workflow automation platform for the enterprise, has released Rome, the latest version of its Now Platform aimed at helping organizations adapt to the hybrid work model favored by workplaces today, the company said in a recent news release on its website.
To meet both the challenges and opportunities in this new world of work permanently altered by the COVID-19 pandemic, Now Platform Rome is providing tools to battle employee fatigue, accelerate automation across the enterprise, enable the rapid development of mobile experiences, and create seamless CX for greater customer satisfaction.
“The rapid onset of hybrid work has accelerated the digital imperative and forever changed 21st century business models,” said Chirantan “CJ” Desai, chief product and engineering officer at ServiceNow. “With our latest release, ServiceNow is work-flowing solutions to help businesses navigate work moments that matter in a new economy.”
Based in Silicon Valley and claiming many Fortune 500 companies as clients, ServiceNow provides software as a service for technical management support. The Now Platform, the company says, is “the platform of platforms for the digital workflow revolution.” And with the release of Rome, Now Platform is providing organizations with the tools to innovate for the hybrid workplace, a business model combining remote work with office work.
To reduce employee fatigue, Now Platform Rome includes new or enhanced solutions, such as a digital command center for the hybrid workforce that it calls Employee Center. Another solution, the Employee Journey Management, provides guidance to employees during onboarding, offboarding, and other cross-departmental sojourns.
To accelerate automation across the enterprise—described by ServiceNow as “an imperative” in today’s business—Now Platform Rome includes new artificial intelligence (AI) capabilities to boost work efficiency. The new capabilities include Automation Discovery, which identifies the top 10 opportunities for automating work from more than 180 topics; and Health Log Analytics Enhancements, which helps detect issues before they occur and affect users.
In the mobile arena, Now Platform Rome is introducing Mobile App Builder, which will allow developers to build and configure mobile apps for iOS and Android through a single interface.
Finally, to create a smooth and unified CX, Now Platform Rome’s Customer Service Playbooks: Focused Layout enhances the user experience and allows agents to resolve issues quickly, freeing employees to focus on key process tasks to drive better business outcomes.
ServiceNow partners with Microsoft
In July, Microsoft and ServiceNow announced a broader strategic partnership to enhance the integration and optimization of the products, platform, and cloud capabilities of the two companies. With the expanded partnership, both Microsoft and ServiceNow will enable enterprise customers in specific highly regulated industries, as well as government customers, to accelerate their digital transformations.
As part of the agreement, ServiceNow will use Microsoft’s Azure Cloud as a component of its preferred cloud platform for some highly regulated industries, benefiting from Microsoft’s expertise in data protection, security, and privacy, including a comprehensive set of compliance offerings provided by Azure. ServiceNow will first be available through Azure Regions in Australia and Azure Government in the United States, followed by additional markets in the future.
Author Information
Alex is responsible for writing about trends and changes that are impacting the customer experience market. He had served as Principal Editor at Village Intelligence, a Los Angeles-based consultancy on technology impacting healthcare and healthcare-related industries. Alex was also Associate Director for Content Management at Omdia and Informa Tech, where he produced white papers, executive summaries, market insights, blogs, and other key content assets. His areas of coverage spanned the sectors grouped under the technology vertical, including semiconductors, smart technologies, enterprise & IT, media, displays, mobile, power, healthcare, China research, industrial and IoT, automotive, and transformative technologies.
At IHS Markit, he was Managing Editor of the company’s flagship IHS Quarterly, covering aerospace & defense, economics & country risk, chemicals, oil & gas, and other IHS verticals. He was Principal Editor of analyst output at iSuppli Corp. and Managing Editor of Market Watch, a fortnightly newsletter highlighting significant analyst report findings for pitching to the media. He started his career in writing as an Editor-Reporter for The Associated Press.
