ServiceNow becomes 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 becomes much more detailed than it has ever been, including as detailed as guiding a manager. purchases through employee requests for indirect purchases.

ServiceNow has a long-standing reputation for software that serves as a model for operations managers, marketing and sales professionals, accountants, human resources specialists, and other traditional business functions on a routine basis. But the operating universe continues to expand internally – and externally – with suppliers, contractors, business partners and potential customers. Therefore, new and enhanced workflows are frequently required.

In its Now Platform Tokyo release, the Santa Clara, California-based company has added several new workflow modules, including options for supplier lifecycle management, enterprise resource management, and environmental management. , social and governance (ESG), a topic that is gaining more and more corporate traction with the passage of time.

“For example, we have simplified the procurement function for you and your critical suppliers,” Chief Operating Officer CJ Desai told ZDNET. “Even if we can’t solve supply chain problems, supplier lifecycle management can help you with automation. Your suppliers will be able to log into our portal and request something, check the status and create a simplified experience for how they behave with your business. The new efficiencies can be huge. ”

According to Desai, the Tokyo edition provides verifiable and investor-grade sustainability data in the following new modules:

  • Enterprise Resource Management (EAM)that automates the entire lifecycle of physical business assets, from planning to retirement, for industries such as healthcare, financial services, retail, manufacturing, and the public sector.
  • Vendor lifecycle management (SLM)which enables organizations to transform the traditionally high-commitment commitments of vendors residing in email and spreadsheets into modern digital experiences, enabling teams to reduce operational costs.
  • Environmental, social and governance (ESG) management. It has been enhanced to enable companies to establish and document ESG objectives and KPIs, track performance, collect and validate audit-ready data, and create disclosures in line with leading ESG reporting frameworks. ServiceNow is partnering with KPMG, Deloitte, DxC, Emissionsbox, Fujitsu, LTI, Mindtree, NTT and RSM to extend the reach and capabilities of this functionality to market.

Other new features in the Tokyo edition include:

  • Hub Manager addresses major weaknesses in managers, such as burnout and escalating pressure to keep employees happy and engaged in dispersed teams. This provides managers with a destination to establish and review employee journeys and respond to inquiries while providing customized resources and training to help managers grow as leaders.
  • Administration 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 administrators through application recommendations based on instance maturity, greater visibility into application rights, and simpler application installation and configuration, all from within their internal application.
  • Issue automatic resolution for human resources expands 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 satisfies employees wherever they are through channels such as Microsoft Teams, SMS and email. It also identifies urgent HR cases and directs them directly to an employee support representative when a higher level of support is needed.

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

Any feature can be selected from a menu

How does the incorporation of the new version affect existing ServiceNow customers?

“Then, at the platform level, they upgrade to the new database schema and then to the additional features, which are expected to support them,” Desai said. “Then they can activate whatever product they were using – it automatically comes with new features enabled. The customer then has the option to activate whatever other features they want.”

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 starting today.

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