ServiceNow Propels GenAI And IT Operations With Its New Platform Release!

In the last few years, the popularity and adoption of artificial intelligence (AI), particularly generative artificial intelligence (GenAI) has grown exponentially.

This has seen software developers and service providers rush to incorporate the technology into their offerings. It’s not just about bringing in such capabilities, it’s also about updating and deploying them across all functions, including IT operations, to enhance their effectiveness and output, while optimizing workflows and processes.

Keeping to this thought, ServiceNow, the leading digital workflow company, made an announcement that’s set to benefit its customers and users with GenAI capabilities, intelligent workflow automation and other services.

So, what’s new with ServiceNow and how will it help its customers? Let’s explore!
 

What GenAI Features Did ServiceNow Announce?

 

• Through a news release on its website, ServiceNow announced its first platform release of 2024 - the Now Platform Washington, D.C. release.

• The purpose of the Now Platform’s new release is to boost intelligent automation, deliver fast time to value and build seamless experiences among businesses, customers and employees that increase productivity and reduce costs.

• The innovations announced have been made available to all customers from March 20 through the ServiceNow Store.

• This includes new features that enhance the Now Assist GenAI experiences, which offer responsible, intelligent automation embedded into the ServiceNow platform, which will be delivered through Now Assist for IT Operations Management (ITOM) AIOps, Now Assist in Virtual Agent enhancements and ServiceNow Impact AI Accelerators.

• These capabilities will allow businesses to orchestrate smarter experiences, enable faster deployment and scale generative AI across departments on a single platform.

• As per the release, “Now Assist for ITOM AIOps supercharges ServiceNow’s market‑leading ITOM AIOps solution, applying generative AI to speed up issue resolution by analyzing alerts and providing critical context for operators.”

• The platform’s Now Assist will see enhancements to its Virtual Agent Designer and Dynamic translator. 

 

What IT Operation Features Is ServiceNow Bringing?

 

• Through a news release on its website, ServiceNow announced new capabilities on its Washington, D.C. platform release that will help businesses increase revenue by uniting the sales and order lifecycles across front, middle and back‑office teams through its Sales and Order Management (SOM) enhancements.

• Platform Analytics will enable customers to create data visualizations and dashboards to offer a secure, simple and unified experience for reporting and analytics, facilitating faster, smarter decision-making.

• Businesses will be able to quicken issue resolution with alert automation and more functions with the platform’s new AIOps experiences.

• The platform also includes new features that provide a single intuitive interface for end‑to‑end workflow automation creation and execution. It also comes with new pre‑built, cross‑functional workflows.

• Further announcements included updates to the ServiceNow Operational Technology (OT) solution portfolio (for smart factories), Security Posture Control (SPC) (critical security visibility) and more.

 

What Did ServiceNow Executives Say About The Update?

 

• CJ Desai, President and COO at ServiceNow, said, “As workplace technology advances faster and faster, it’s never been more challenging to be a business leader. That’s why ServiceNow has built an end‑to‑end platform that seamlessly weaves intelligence into the core fabric of what our customers do every day to streamline processes and drive real impact for their business.”

• [Contd.] “The Now Platform Washington, D.C. release delivers innovations that meet organizations' growing needs for smarter, streamlined, more connected experiences at scale, all from the intelligent platform for business transformation."

• Jon Sigler, SVP of Platform at ServiceNow, said, “The partnership between human intelligence and artificial intelligence enables a new level of simplicity to drive better business outcomes. However, CEOs have a difficult challenge. They know they must invest in generative AI to realize its true potential, but they can’t sacrifice proper privacy and governance while they move quickly.”

• [Contd.] “ServiceNow leads the industry with secure, responsible generative AI solutions, all on a single platform for end‑to‑end business transformation. With the latest innovations in the Washington, D.C. release, we are bringing generative AI to new use cases and personas so we can multiply its impact for every industry.”

 

What Did Customers And Partners Say About The Update?

 

• Paul Webb, EY global ServiceNow leader, said, “The EY organization is leveraging ServiceNow’s Now Assist generative AI capabilities, which has helped enhance experiences for EY teams and clients ... Building on our longstanding collaboration, we are looking forward to updates in ServiceNow’s Washington, D.C. release to further empower EY people, enhance the quality of client work and change our working world for the better.” 

• Rakshit Ghura, SVP and Global Head of Digital Workplace and ServiceNow Business Unit, HCLTech, said, “We recently partnered with ServiceNow to help customers better adopt new generative AI‑led solutions ... The new generative AI‑powered features in the latest ServiceNow Washington, D.C. release will help us achieve these goals and build on future offerings, thereby allowing our clients to accelerate adoption and deploy solutions more efficiently so they can realize quicker returns from their investments.”

Do you think ServiceNow’s announcements will spur competitors to make similar moves? Do you think the company will gain more popularity with businesses because of this announcement?

Let us know in the comments below!