ServiceNow has released more solutions within the Now Platform Tokyo designed to supercharge operational intelligence and trust.
In addition to ServiceNow Vault, ServiceNow is releasing new AI-powered features and developer and risk management tools to help organizations operate more efficiently and power more resilient business models.
According to Gartner, software infrastructure spending in segments including PaaS, cloud management and security is forecast to grow at a double-digit rate, reaching more than $120 billion in spending by 2026.
Amidst macroeconomic uncertainty and unprecedented cyber risk, customers are leveraging the breadth of ServiceNow’s capabilities as their platform for digital business. Additional solutions in the Tokyo release use AI and the highest level of platform privacy and security controls to enhance business intelligence and reduce risk.
“Operational confidence and efficiency are paramount for business leaders. Organizations 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,” said John Sigler, SVP of Now Platform at ServiceNow.
“With the new AI-powered automation and risk management solutions in the Tokyo release, we’re helping customers build more resilient, secure and productive business models, all on a single platform, so they can navigate uncertainty with confidence.”, Sigler continued.
New Tokyo solutions that increase intelligence and confidence in business operations include:
Customer service management arms service agents with AI and automation capabilities, helping them focus on their most critical customer cases and be more empathetic when dealing with customers. Task intelligence is the most common use case applying AI to automate routine tasks such as email and case categorization and to the right team at the right time, in the right language with sentiment analysis to give agents visibility into a customer’s voice so they can prioritize the work they do. Automation Center empowers IT teams and Automation Centers of Excellence with complete visibility into their organization’s hyperautomation landscape in a central, vendor-agnostic hub to drive greater efficiency and cost savings across the organization. In addition to overseeing ServiceNow’s own RPA inside the Automation Engine, the Automation Center also provides insights into third-party automations. By unifying siled islands of automation across vendors into one integrated view, Automation Center enables organizations to maximize business impact, ROI and operational health. DevOps Config helps ensure that DevOps teams can reduce outages caused by configuration changes, make their organization’s software and services more reliable, and help prevent outage-related revenue losses. DevOps Config, 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, including centralized management, security, and validation – seamlessly, and within the development pipeline – contribute to outage prevention. Operational Resilience Management, part of ServiceNow’s risk management portfolio, helps organizations continue to serve customers, deliver products and services, and protect their workforce in the face of adverse events. With new scenario analysis capabilities, customers can design and simulate events to determine the potential impact on operational resilience. These new capabilities allow teams to plan ahead as they anticipate, prevent, adapt and recover from any business disruption. ITSM Pro+ digital tools add a new level of business intelligence to employee and customer use. For organizations, ITSM Pro+ includes all the capabilities of ITSM Pro—and adds powerful insights with out-of-the-box analytics and dashboards along with a new end-to-end white glove service called Virtual Agent Optimize (VAO). With VAO, ServiceNow’s team of experts set up, manage and continuously optimize virtual agent conversations with real-time natural language understanding (NLU), so customers can leverage virtual agents faster for the most effective response and resolution. ServiceNow Vault enables organizations to drive data anonymization using flexible key management and data classification, ServiceNow Vault protects sensitive confidential data, and enhances regulatory compliance with native platform encryption. Vault enables organizations to strengthen their platform’s security posture by simplifying the management and protection of machine credentials, as well as verifying the authenticity and integrity of code deployed on MID servers to ensure no malicious insertions. Finally, Vault helps them export ServiceNow system and application logs as a service at scale and in near real time
The Now platform Tokyo release was designed to help organizations navigate business challenges amid an uncertain macro environment. The ServiceNow Tokyo release is designed to deliver better employee and customer experiences, supercharge intelligence and confidence in operations, and accelerate value in ways that are good for people, good for the planet and good for profits.