New Digital End-User Experience, plus
enhancements to Contracts Management Pro, Security Operations, and
Field Service Management, streamline processes and drive
collaboration
New ServiceNow Project RaptorDB database
offering provides businesses with the speed and flexibility needed
to thrive in the modern AI-driven landscape
Knowledge 2024 — Today, at ServiceNow’s annual customer
and partner event, Knowledge 2024, ServiceNow (NYSE: NOW), the AI
platform for business transformation, announced the addition of
powerful new automation solutions to the Now Platform to transform
the employee experience and simplify work across the enterprise.
The Digital End-User Experience solution helps improve employee
productivity and satisfaction while reducing costs. Enhancements to
Contracts Management Pro, Security Operations, and Field Service
Management streamline processes and drive collaboration. New
ServiceNow Project RaptorDB, a Postgres-based database, provides
businesses with the speed and flexibility needed to thrive in the
modern AI-driven landscape.
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the full release here:
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Employees’ day-to-day work experiences affect their job
satisfaction, the quality of customer care they deliver, and
ultimately business outcomes. According to Gartner ®, “when
employees have a positive EX (employee experience), they are 54%
more likely to report high intent to stay with their employer, 63%
more likely to report high discretionary effort, and 55% more
likely to be high performers1.” ServiceNow’s innovations streamline
the way employees work by simplifying processes across the
enterprise, driving stronger engagement and collaboration, to
transform every corner of the business with a single, trusted AI
and data platform.
“Experience is everything in the fast-paced digital workplaces
of today. Inefficient tools and processes lead to bottlenecks and
disengagement that businesses can’t afford,” said CJ Desai,
president and chief operating officer at ServiceNow. “ServiceNow
continues to focus on delivering new integrated, intelligent
solutions that help our customers create better employee
experiences and drive business growth, all on one platform.”
Arming teams with insights needed to predict productivity
roadblocks and create seamless user experiences
As the workplace evolves, enterprises need connected solutions
that can drive productivity and impact for employees. ServiceNow
addresses these needs with new solutions and capabilities that
empower IT teams to continuously improve employees’ technology
interactions.
- Digital End-User Experience (DEX) provides IT
teams with a complete overview of how employees interact with
technology, linking their desktop experience with the Now Platform.
This helps ensure that IT can enhance employees’ daily work by
having real-time visibility across devices and applications,
understanding usage trends, proactively identifying problems,
speeding up issue resolution, minimizing outages and risks, and
streamlining workloads. Often, when employees hit a technological
roadblock, they create inefficient, short-term workarounds rather
than reaching out to IT to solve the issue – DEX removes that extra
step and ensures IT is looped in from the start. This new solution
also includes additional features that drive impact across employee
experiences:
- Application and Device Health equips IT teams with more
information about the applications and devices employees are using,
allowing them to proactively conduct maintenance with necessary
updates, help prevent interruptions and malfunctions, and safeguard
employees’ work.
- Desktop Assistant directly connects employees to
AI-powered self-service features, enabling them to troubleshoot
issues, run local tests, or chat with a Virtual Agent or human
agent. This functionality is expected to be available later this
summer.
- Collaborative Work Management (CWM) offers a central hub
for knowledge workers to plan, visualize, and engage with their
teams — reducing the need for non-integrated tools. The new
solution is customizable to the way teams work and leverages data
already on the Now Platform, promoting more efficient
cross-functional collaboration and organization with fewer tools.
With CWM, teams can stay aligned on critical work while improving
visibility from one single trusted AI and data platform.
Simplifying business processes across departments
Business leaders are focused on reducing complexities and
inefficiencies across the enterprise to make it easier for
employees to focus on impactful work. To do so, they need solutions
that allow their workforce to get simple tasks done in one place,
like investigating a cyber incident, creating a contract, or
working with third-party vendors.
- Threat Intelligence Security Center is a new threat
intelligence platform within the Security Operations portfolio that
reduces the number of tools and manual work required to manage the
lifecycle of cyber threat intelligence — including threat feed
aggregation, prioritization, threat sharing, threat hunting, and
collaborative case management. The new solution elevates Security
Incident Response and Vulnerability Response capabilities by
driving enhanced threat context and accurate threat assessment,
combined with workflow and automation capabilities. This
accelerates ServiceNow’s rapid security workflow innovation,
allowing security teams to automate complex and data-intensive
products to access more insights within and beyond the Now
Platform.
- Contract Management Pro (CM Pro) is an agile,
cost-effective, workflow-based solution for customers considering a
contract lifecycle management (CLM) tool. Built in close
collaboration with ServiceNow customers, CM Pro delivers the
highest-value capabilities of a legacy CLM – but is easy to
implement, configure, and use. Legal, Procurement, Sales and IT
teams can use CM Pro to drive efficiencies and reduce risk — key
capabilities include self-service, templates, repository, audit
trail, and obligation management via enterprise-grade workflow
capabilities. CM Pro also comes integrated out-the-box with
ServiceNow Sourcing and Procurement Operations, allowing
procurement teams to tap into the power of the solution to further
streamline the procurement process.
- Field Service Marketplace, a new feature within Field
Service Management, transforms the way field service organizations
collaborate with third-party contractors for easier communication
and coordination. Field service organizations often lack visibility
into the “who, what, when, where, and why” of working with external
workforces, which creates friction and lack of transparency. Field
Service Marketplace addresses this with a more secure, connected,
and integrated process, which also fosters stronger vendor
partnerships. With features like advanced contractor selection,
dispatchers can efficiently assign jobs to the most suitable
contractor, considering factors like availability and service
ratings. Additional features include push notifications for
outsourcing work and automated task assignments that expedite the
outsourcing process while decreasing the cost of managing
outsourced tasks.
Improving data efficiency and scaling data processing to
supercharge agility
Every year, poor data quality costs organizations money and
resources. In today’s data-driven world, organizations need to
handle multiple workload streams on the same data model without
compromising on performance, scalability, or reliability. Many
traditional databases are not designed to support such hybrid
workloads, resulting in slow queries, high costs, and complex
architectures.
ServiceNow Project RaptorDB, based on Postgres, the
world's most advanced open-source database, acts as a foundational
data layer that will allow ServiceNow customers to process massive
volumes of transactional data on the Now Platform in real time to
meet the demands of AI-powered applications.
The new database, made possible through ServiceNow's acquisition
of Swarm64 in 2021, significantly boosts processing speed,
achieving up to a 70% reduction in database query times over five
seconds, a twelvefold increase in queries per second, and an 87%
reduction in configuration management database (CMDB) list view
load times-- meaningful increases that will power faster, more
resilient business at scale.
Whether it's online retailers that need to access customer
history and geographical information to provide personalized
experiences, energy providers that need to combine device data with
analytics to manage smart power grids, or businesses that need to
engage in root cause prevention by identifying patterns in
historical and real-time data, ServiceNow's new RaptorDB database
is engineered to support hybrid workloads with unmatched efficiency
and scalability. This architecture is key to harnessing the power
of AI, providing businesses with the speed and flexibility needed
to thrive in the modern AI-driven landscape.
What customers are saying:
NFP (DEX) "Innovation drives every part of our business,
which is why ServiceNow has been such a great partner on our
digital transformation journey," said Frank Natividad, assistant
vice president of technology at NFP. "We're excited to see how
ServiceNow's new DEX solution can provide further value to NFP with
its ability to automate day-to-day processes and drive self-service
capabilities for both IT teams and employees, helping them re-focus
on improving processes, procedures, and tools."
Elara Caring (FSM) "At Elara Caring, we're committed to
delivering personalized in-home care to patients,” said Chris Mate,
chief information officer at Elara Caring. “ServiceNow Field
Service Management has been integral in helping us match the right
caregiver with the right patient based on skill sets at the right
time, ensuring optimal care delivery while enhancing patient and
caregiver experiences. ServiceNow gives us a platform that allows
us to differentiate, streamlining processes and removing friction
for clinicians so they can dedicate more time and attention to
patients.”
Availability
Innovations announced today are generally available to all
customers in the ServiceNow Store on May 7. ServiceNow Project
RaptorDB is available now.
Additional information:
- Learn more about ServiceNow Knowledge 2024 here.
About ServiceNow
ServiceNow (NYSE: NOW) is putting AI to work for people. We move
with the pace of innovation to help customers transform
organizations across every industry while upholding a trustworthy,
human centered approach to deploying our products and services at
scale. Our AI platform for business transformation connects people,
processes, data, and devices to increase productivity and maximize
business outcomes. For more information, visit:
www.servicenow.com.
Forward Looking Statements
This press release contains “forward looking statements” about
the expectations, beliefs, plans, and intentions relating to its
generative AI innovations announced at Knowledge 2024. Such
statements include statements regarding future product capabilities
and offerings and expected benefits to ServiceNow. Forward-looking
statements are subject to known and unknown risks and uncertainties
and are based on potentially inaccurate assumptions that could
cause actual results to differ materially from those expected or
implied by the forward-looking statements. If any such risks or
uncertainties materialize or if any of the assumptions prove
incorrect, ServiceNow’s results could differ materially from the
results expressed or implied by the forward-looking statements
made. ServiceNow undertakes no obligation, and does not intend, to
update the forward-looking statements. Factors that may cause
actual results to differ materially from those in any
forward-looking statements include: (i) delays and unexpected
difficulties and expenses in executing the product capabilities and
offerings, (ii) changes in the regulatory landscape related to AI
and (iii) uncertainty as to whether sales will justify the
investments in the product capabilities and offerings. Further
information on factors that could affect ServiceNow’s financial and
other results is included in the filings ServiceNow makes with the
Securities and Exchange Commission from time to time.
© 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the
ServiceNow logo, Now, and other ServiceNow marks are trademarks
and/or registered trademarks of ServiceNow, Inc. in the United
States and/or other countries. Other company names, product names,
and logos may be trademarks of the respective companies with which
they are associated.
1Gartner, How the EX-Ready Model Boosts Employee Experience
Technology Initiatives, 27 February 2024
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Courtney Johnson 925-405-2446 press@servicenow.com
ServiceNow (NYSE:NOW)
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