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ServiceNow improves operational intelligence with new solutions
Wed, 28th Sep 2022
FYI, this story is more than a year old

ServiceNow has announced more solutions within the Now Platform Tokyo release, designed to improve operational intelligence and trust.

In addition to ServiceNow Vault, ServiceNow is releasing new AI-powered features and developer and risk management tools to help organisations operate more efficiently and power more resilient business models.

Customers are leveraging the breadth of ServiceNow’s capabilities as their platform for digital business amid macroeconomic uncertainty and unprecedented cyber risk. Additional solutions in the Tokyo release use AI and the highest levels of platform privacy and security controls to boost business intelligence and mitigate risk.

Jon Sigler, SVP for the Now Platform at ServiceNow, says, “Operational trust and efficiency are top of mind for business leaders. Organisations are investing in digital technologies that help them unlock efficiencies and save costs, while protecting their data in an increasingly challenging and sophisticated threat landscape.

"With new AI-powered automation and risk management solutions in the Tokyo release, we are helping customers create more resilient, secure, and productive business models, all on a single platform, so they can navigate uncertainty with confidence.”

New Tokyo solutions that boost intelligence and trust in business operations include:

Task Intelligence for Customer Service Management arms service agents with AI and automation capabilities, freeing them to focus on complex customer cases and helping them be more empathetic when working with customers. Task Intelligence applies AI to the most common use cases to automate routine tasks like categorising emails and cases and routing them to the right team, at the right time, in the right language with Sentiment Analysis to give agents visibility into a customer's tone so they can prioritise work.

Automation Center empowers IT teams and Automation Centers of Excellence with visibility of their organisation's hyperautomation landscape in a central, vendor-agnostic hub to drive efficiency and cost savings across the organisation. In addition to overseeing ServiceNow’s own RPA inside Automation Engine, Automation Center also provides insights on third party automations. By integrating siloed islands of automation across vendors into one cohesive view, Automation Center enables organisations to maximise business impact, ROI, and operational health.

DevOps Config helps ensure DevOps teams can reduce outages caused by configuration changes, making their organisation’s software and services more reliable, and helping prevent revenue loss associated with outages. DevOps Config, which is included in ITSM Pro, manages configuration data for applications, releases, environments, and infrastructure in a single repository. Access control and real-time validation of configuration changes, along with centralised management, security, and validation contribute to outage prevention.

Operational Resilience Management, part of ServiceNow’s Risk Management portfolio, helps organisations continue to serve customers, deliver products and services, and protect their workforces in the face of adverse events. With new Scenario Analysis capabilities, customers can design and simulate events to determine potential impact to operational resilience. These new capabilities allow teams to plan ahead as they anticipate, prevent, adapt to, and recover from any business disruption, the company states.

ITSM Pro+ adds a new layer of business intelligence to the digital tools employees and customers use. For organisations, ITSM Pro+ includes all the capabilities of ITSM Pro - and adds powerful insights with out-of-the box analytics and dashboards, as well as a new end-to-end white glove service called Virtual Agent Optimise (VAO). With VAO, ServiceNow’s team of experts sets up, manages, and continuously optimises Virtual Agent conversations with Natural Language Understanding (NLU) in real time, so customers can quickly leverage the Virtual Agents for the most effective responses and resolutions.

ServiceNow Vault uses flexible key management and data classification to drive data anonymisation, ServiceNow Vault enables organisations to protect sensitive confidential data and increase regulatory compliance through native platform encryption. Vault also enables organisations to strengthen their platform security posture by simplifying the management and protection of machine credentials, as well as validating the authenticity and integrity of code being deployed to the MID Server helping to ensure no malicious insertion. Finally, Vault facilitates organisations to export their ServiceNow system and application logs at scale and in near real time as a service.

According to ServiceNow, the Now Platform Tokyo release was designed to help organisations navigate complex business challenges amid an uncertain macro environment.

The ServiceNow Tokyo release is purpose-built to deliver better employee and customer experiences, supercharge intelligence and trust in operations, and accelerate value in ways that are good for people, good for the planet, and good for profits.

Jennifer Glenn, Research Director for IDC’s Security and Trust Group, says, “Data security and privacy are top concerns for organisations as they move more data into the cloud. An increase in cyber threats and data privacy requirements are putting more of an emphasis on ensuring that sensitive data is protected.

"ServiceNow Vault includes advanced data encryption and anonymisation capabilities that are designed to offer organisations greater flexibility and control over how they protect sensitive data within business-critical apps. This flexibility is essential for organisations that need to comply with privacy regulations, while still maintaining high levels of application performance.”