ServiceNow Japan announced the latest version of Now Platform “San Diego” on the 29th.
The major release of Now Platform is performed twice a year in the first semester and the second semester, and there is a history of naming cities in alphabetical order. In the first half of 2022, San Diego adopted a new “Next Experience” user interface with the latest visual design, and “Automation Engine” added new RPA functions needed to achieve hyper-automation. It will help businesses and organizations address the pressing challenges facing all industries and regions and transform their businesses towards a new economy.
In addition to banks, insurance companies and telecommunications companies, we will also provide industry solutions to meet the needs of new technology providers.
ServiceNow Japan General Manager Tomohiro Hara, General Manager of Solution Consulting Headquarters, said, “San Diego is also where ServiceNow was founded, and it’s a powerful version of headquarters.
“Now Platform can optimize operations and connect people to people, operations to operations by digitizing the entire enterprise on a single platform. With the San Diego release, the Now Platform will deliver a smarter experience. It has three points: Next Experience, Automation Engine that automates everything and connects it to ServiceNow, and the expansion of industry solutions that accelerate the realization of business value with purpose-built industry solutions.”
The new UI, “Next Experience”, redesigns the component library, icons, fonts, artwork, and more. to provide the latest visual design.
It also features next-gen visual design, including dashboard insights, machine-learning task assignments, and recommendations on the best actions to take next, and also features more than 25 dedicated workspaces.
“We will support the achievement of high productivity by realizing a consumerized, modern and intuitive user interface and a personalized and context-appropriate user interface,” said Hara.
Dedicated workspaces include CSM Configurable Workspace, Dispatcher Workspace, HR Officer Workspace, Cloud Operations Workspace, physical assets, etc. prepared for each responsible person, such as customer service, IT, personnel, field service, etc. possible to respond more effectively to requests from other departments.
It also offers a tweaked user experience that makes it easier for users to understand the most important tasks and tasks in any application, allowing them to get started quickly with high-priority tasks. It also provides state-of-the-art navigation for a consistent user experience that brings all apps together, and enhanced “Favorites” and “History” features so you can get up and running quickly anytime.
“Next Experience offers flexible customization capabilities while maintaining features such as scalability, consistency, and security,” said Ryuichi Furuya, Product Marketing Manager, Product Marketing Department, Marketing Head, ServiceNow Japan. The platform screen, the benefits of unified navigation and simple workflow will be immediately apparent.”
In addition, “Accessibility, information density, selection of light mode and dark mode, etc. are possible, and the simple layout allows you to allocate a lot of space for work related to your role, and visibility. You can also read tips for mastering the new user interface. You’ll be able to access the information you need for your job or application when you need it, so you can work quickly from highly demanding tasks. priorities. We have enhanced each user’s ability to work in an optimal environment.”
A second feature of San Diego is the provision of an automation engine that automates complex business processes by combining technologies such as AI, RPA, and low-code application development as business enhancements. hyper-automation. Add to existing technology the most important elements to achieve hyper-automation. There is an advantage that the time required to realize value creation can be reduced to around one third.
It also combines ServiceNow’s low-code application development product, App Engine, with Automation Engine to provide a turnkey ready solution for ServiceNow developers to automate repetitive manual tasks for employees. , It will be possible to cooperate with any system.
Additionally, we provide a new RPA hub as a command center for monitoring, managing and deploying digital robots. By automating repetitive manual tasks and rectifying business processes, companies can reduce human error and increase employee productivity.
RPA Hub offers over 1300 pre-built components and RPA Desktop Design Studio to reduce the time it takes to create value through automation. Users can extend the automation process as needed to design, test, and release human- or robot-driven bots.
“In addition to business automation by RPA, we use machine learning to find similar business processes, and AI expands the scope of automation based on accumulated data. Continue by reassessing the automated area. It is possible to improve performance in a positive way” (M. Furuya).
It also provides no-code access to RPA Hub through RPA Hub Spoke through Flow Designer. Any ServiceNow developer can take advantage of the RPA hub with the legacy integration hub with a familiar interface.
“Integration Hub has fostered API-based cross-system cooperation, but in addition to that, we will provide RPA Hub which automates UI actions and enhances cooperation with legacy systems. For systems without API, on the other hand, it is possible to integrate operations via ServiceNow” (Chief Executive Officer of Hara).
At the same time, it provides an industry-ready solution on the Now platform.
The banking industry solution adds new “Deposit Transactions” functionality to automate routine requests for savings, checks, and certificates of deposit, allowing you to complete your banking transactions faster. In addition, “Client Lifecycle Operations” can manage transaction initiation, account renewal, KYC (customer identity verification procedure) renewal, death notification process, etc. quickly and compliantly.
For the insurance industry, we provide the industry’s first solution to optimize and modernize insurance operations. “Maintaining personal and business lines” will enable the delivery of insurance products and services, and compliance with the ACORD standard will improve consistency and collaboration.
It also announced that it will add “Order Management”, “Service Management”, “Operation Management”, etc. as solutions for the telecommunications industry.
We also provide new solutions for the technology industry. “Technology Provider Service Management” will provide self-service and support using AI, and “Order Management for Technology Providers” will enable companies to rapidly plan, develop and deliver products and services.
“Many technology providers are siled organizations and have the problem of being separated from the partner companies they should be collaborating with. Additionally, with the expansion of organizations and product portfolios, the migration of cloud-based services , etc., the back office also has the problem of complicated office operations.Technology vendor service management can solve these problems, provide better customer experience and reduce costs,” says Furuya.
Service Bridge, which is included in Technology Provider Service Management, would be able to streamline operations by connecting workflows with customers and partners who use Now Platform and digitizing them.
Mr. Hara said: “Although there is a situation where customer experience and employee experience are emphasized, there is a problem that customer and employee satisfaction does not increase. Japanese companies have low labor productivity. In some cases, the level has not returned to the pre-Corona level. To solve this problem, instead of thinking of digital as a complement to offline, we will improve and improve the efficiency from digital and use technology in the deep part of the business. In addition, there is a need to develop digital human resources for the transition of user-directed DX. The technology strategy that promotes DX is the business strategy itself,” explained the changes in the environment surrounding the business.
“ServiceNow has defined ‘The World Works with ServiceNow’ as its new brand tagline. Every company has a process for delivering a business experience, a workflow that can be delivered through siled processes. We will continue to offer that ServiceNow be used as a platform for this purpose. The Now platform, which is the foundation of ServiceNow, will improve the customer experience, improve the employee experience, and improve the sophistication and efficiency of business operations. We can accelerate our efforts in five areas: further use of technology and development of human resources to promote DX. Now Platform provides a consistent user experience, realizes a common data model and data infrastructure, and AI. We will provide a low-code and no-code development to support user-led efforts, realizing data utilization and hyper-automat ization through machine learning and machine learning.”