ServiceNow launches workflow and workspace tools for enterprises and government agencies

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ServiceNow has deployed a trio of solutions to improve employee, customer, and partner productivity. These promise to help digitize more aspects of workplace productivity, improving the efficiency of businesses and government agencies. The new tools available on the ServiceNow store are:

  • Public Sector Service Request Manual: Help set up communication workflows for government organizations
  • Automated Service Suggestions: Helps streamline service inventory
  • Workplace Scenario Planning: Helps reconfigure workspaces

Improved access to government services; ML Generated Service Maps

Service Request Playbook for Public Sector provides templates that help government agencies digitize and automate requests. This makes it easier for citizens to request services through their computers, mobile devices and third-party apps and track progress through resolution.

Automated service suggestions use machine learning to automatically analyze an organization’s network traffic and suggest entry points for critical services. This new tool from ServiceNow helps IT operators create a high-fidelity map of all infrastructure and software with just a few clicks. These maps can be constantly recalibrated to help teams make decisions and respond to IT events faster.

Yugal Joshi, a partner at Everest Group, a consulting service, believes service maps are moving in the right direction, but progress has been incredibly difficult. Companies have been using change management databases (CMDBs) for ages, but these are rarely updated or used strategically.

“Combined with AIOps, these service maps can become effective at proactively predicting and dealing with service outages,” Joshi said.

ServiceNow wants to help you adapt to hybrid working

ServiceNow Workplace Scenario Planning is designed to help businesses adapt to hybrid work models where employees spend more time working from home. It helps companies reconfigure space and manage changes for individual employees and departments in harmony with heat and power needs. For example, space planners can design, compare, and experiment with different space allocation scenarios using a drag-and-drop interface. This helps reveal trade-offs in space utilization, cost, and employee experience.

Joshi said this is part of a larger trend in the evolution of classic definitions of workplace and workspace. Businesses consider employee wellbeing, sustainability, and automation as aspects of the workplace, in addition to devices, platforms, and apps.

This change also represents an acceptance that despite some companies calling people back to the office, the hybrid model is here for the foreseeable future. It also indicates that the layout of the workspace is given the importance it deserves. It used to be that organizations would “buy spaces, build beautiful interiors, invest in advanced devices and software, but forget to build a plan to manage them in a seamless and cost-effective way,” Joshi said.

However, it is also recognized that the hybrid work model has made matters worse from a technology sprawl perspective.

“This is where a company like ServiceNow, which integrates many technologies to create workflows, can create significant value for customers,” Joshi said.

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Ashley C. Reynolds