The News: ServiceNow, a digital workflow technology developer, has rolled out ServiceNow Now Platform Utah to make it easier for the company’s channel partners to automate more of their customers’ processes. The ServiceNow Now Platform Utah is an expansion of the company’s digital workflow management platform with new AI-powered process mining and robotic process automation capabilities, including a new AI-powered search feature. Read more from ServiceNow.
ServiceNow Announces Major Platform Expansion with its ServiceNow Now Platform Utah Release
Analyst Take: According to IDC, spending on digital technology will grow eight times faster than the economy in 2023, and by 2026, 40% of total revenue for 62,000 organizations will be generated by digital products, services, and experiences. Without question, business leaders are under pressure to reprioritize tech investments based on the need for near‑term organizational impact and time to value.
With the recent rollout of ServiceNow’s Now Platform Utah, the latest version of its intelligent, end-to-end platform for digital transformation, ServiceNow is looking to help organizations future-proof their businesses. ServiceNow’s Now Platform Utah includes a range of new AI-powered tools to help organizations deliver more value by orchestrating work across silos to multiply productivity and accelerate automation, including a new AI Search feature built into ServiceNow’s Next Experience. This new feature utilizes AI and natural language processing to help service delivery workers find the information they need to do their jobs more effectively.
This is a smart move, enabling businesses to laser in on both process optimization and workforce optimization and spur rapid innovation, while also delivering on ever-increasing customer experience expectations, all the while keeping an eye on and powering business growth. At a time when every organization across the board is endeavoring to do more with less, accelerating ROI on digital spend, maximizing efficiencies, and helping facilitate the easy creation of connected experiences across the organization as a whole are exactly what companies need.
ServiceNow Now Platform Utah Features
The ServiceNow Now Platform Utah new AI-powered features include:
- AI Search which is built into ServiceNow’s Next Experience. This feature uses AI and natural language processing to help service delivery workers find the information they need to do their jobs more effectively.
- Process Optimization is being expanded to support workflows beyond IT service management and to other workflows within the platform, including field service management and others. The New Platform Utah features improved AI-powered visibility into hidden inefficiencies that can be applied to the company’s robotic process automation (RPA) solution to optimize process efficiencies.
- Workforce Optimization has been expanded to include workflows beyond IT service management and customer service and into areas such as human resources.
- Document Intelligence leverages AI-enabled text extraction capabilities providing a streamlined user experience and the ability to pull large amounts of data from long tables in documents like invoices and purchase orders.
- ServiceNow impact designed to help customers accelerate the return on their digital transformation investments.
Other ServiceNow Now Platform Utah automation capabilities include enhancements to performance tools and impact accelerators designed to help platform owners better manage system health and reduce the time it takes to bring critical dashboards online. In addition, ServiceNow’s Now Platform Utah features new security and risk management tools designed to help document and resolve safety incidents and cybersecurity incidents, as well as workplace resilience tools to help give organizations visibility into vulnerabilities, outages, and failed controls.
Wrapping up, the Now Platform Utah is a well-timed strategic expansion of the company’s digital workflow management platform with new AI-powered process mining and robotic process automation capabilities, including a new AI-powered search feature — speaking directly to organizations’ very real need to help alleviate the pressure of speeding time to value on tech investments and clearly demonstrating the value they are delivering.
The expansion of ServiceNow’s Now Platform Utah platform beyond IT service management and customer service to other workflows such as human resources will enable a company to identify inefficiencies across the organization and fix them — and that will be music to the ears of current ServiceNow customers and provide incentive for non-ServiceNow customers to start paying attention to what’s possible.
Disclosure: Futurum Research is a research and advisory firm that engages or has engaged in research, analysis, and advisory services with many technology companies, including those mentioned in this article. The author does not hold any equity positions with any company mentioned in this article.
Analysis and opinions expressed herein are specific to the analyst individually and data and other information that might have been provided for validation, not those of Futurum Research as a whole.
Other insights from Futurum Research:
ServiceNow Revenue Hits $1.94B in Q4 2022, Up 20% YoY
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Image Credit: ServiceNow
Author Information
Shelly Kramer is a serial entrepreneur with a technology-centric focus. She has worked alongside some of the world’s largest brands to embrace disruption and spur innovation, understand and address the realities of the connected customer, and help navigate the process of digital transformation.
