When Fred Luddy founded ServiceNow in 2004, he envisioned a cloud-based platform anyone could use to manage digital workflows inside an organization. The Now Platform Madrid Release builds on Fred’s vision, with new mobile experiences that take full advantage of the native capabilities on your smartphone.
To date, most mobile enterprise applications have been scaled-down versions of desktop apps. When you shrink a browser form down from a 15-inch monitor to a 4-inch phone screen, however, you get an experience that is pedestrian at best, and infuriating at worst.
Help has arrived. The Now Platform Madrid Release delivers powerful mobile experiences across ServiceNow’s IT, employee and customer workflows, including any custom application that is built on the platform. It features a native mobile user experience (UX) that allows service representatives to resolve customer issues by simply swiping and tapping, in the same way we use consumer apps to shop, hail rides and stay in touch with distant friends.
The Now Platform Madrid release includes more than 600 innovations . It ships with a number of powerful mobile apps for common workflows, including our flagship IT Service Management and Field Service Management products. It also gives customers the power to turn any digital workflow into a mobile-first experience. For example, with the new ServiceNow Mobile Studio, anyone can build new apps quickly using a drag-and-drop interface that doesn’t require a single line of code.
The Now Platform Madrid Release is our fourth release since I joined ServiceNow in December 2016. Over the past two years we’ve steadily expanded our functionality across all of our workflow products. We’ve also rolled out new products such as IT Asset Management, Enterprise DevOps, and Enterprise Onboarding, and new platform capabilities that include agent intelligence and virtual agents.
We’ve added powerful machine learning technologies that help service representatives solve problems before customers know they have them. Let’s say you work on the IT help desk at a big company. You get into work in the morning and are confronted with a blizzard of tickets, all from employees working on the third floor of your building. Ticket 1 says “I can’t connect to WiFi!” Ticket 2 says, “Bloody hell, the wireless router isn’t working.” And Ticket 3 simply says, “Internet is down.”
The new Text Similarity Engine in Agent Workspace uses machine learning to scan all these incidents, figure out what they have in common and propose a solution based on similar issues that have come up in the past. Result? Problems get resolved faster, customers and employees are happier, and service representatives get to focus on more complex work that yields meaning for them and value for their companies.
I’m really proud of the global engineering, product, and design teams that worked tirelessly to ship the Now Platform Madrid Release on time while delivering high-quality innovation. We’re already hard at work on the next Now Platform release, which will extend the mobile functionality of Madrid with consumer-grade experiences for customers and employees.
We look forward to partnering with customers as they bring this release to life. I’m excited for what comes next.