Introducing Now Intelligence

  • About ServiceNow
  • CJ Desai
  • 2020
  • Now Platform
March 11, 2020

Here at ServiceNow we think people should be able to work the way they want to, not according to the rigid dictates of legacy software. Thanks to the Now Platform, help is on the way. The Now Platform Orlando release features new AI and analytics capabilities designed to make work, work better for people. We call this group of capabilities Now Intelligence.

Now and customer Intelligence enhances IT, employee workflows, so every department in your company can work smarter and faster. These tools combine human and machine intelligence to make better decisions, solve problems, find answers, and automate tasks.

With Now Intelligence, ServiceNow enables better work experiences powered by insights that streamline business decisions and unlock new levels of productivity across the organization. Highlights include:

  • Cloud Insights, a new solution that helps optimize the cost of your cloud assets by making intelligent recommendations on managing usage across business hours, choosing the right resources, and enforcing usage policies.
  • Agent Affinity for Work Assignment allows customer service teams to assign work to the best agent using intelligent context to improve customer satisfaction. This can include assignment to a specific team that always services a specific customer, agents who have served the customer previously, or agents who have experience with related tasks.
  • Virtual Agent with Natural Language Understanding updates continue to build off innovations unveiled in our Madrid and New York releases, making it easier to create and maintain Natural Language Understanding (NLU) models.  
  • Software Exposure Assessment enables security and IT teams to minimize vulnerability risk by identifying vulnerable software and related devices and servers, then initiating changes immediately through standard IT workflows. 


Mobility solutions

Work increasingly happens on mobile devices. The Orlando release features a host of new mobile features designed to make work, work better on the go. These features have all been used by ServiceNow employees, who are the first customers for new features on the Now Platform.

During the fourth quarter of 2019, for example, 73% of new Now Mobile app users interacted with the search feature during the first week after installing the app. We also found that search continues to be a very important feature, with 30-40% average weekly usage for existing users.

Here are highlights of the new mobile features in Orlando:

  • Mobile Agent enhancements that deliver native mobile experiences so service desk agents and operators can resolve issues at any time, through any mobile device. These capabilities are available on ITSM, ITOM, and Field Service Management solutions.  
  • Mobile Branding and Analytics allow customers to configure the mobile experience to deliver your organization's branded look to your pre-hires, new hires, and employees, while getting detailed visibility into the services they use most.  
  • Mobile Targeted Campaigns provide employees with important and relevant information (like 'tax time', site updates, local IT initiatives) right on their mobile devices, using profile information like department and job type. This proactive approach to employee communications increases satisfaction and reduces calls to the service desk.  

The Orlando release is also great news for developers. The Now Platform now features automated change management for DevOps pipelines.  These tools generate fresh insights for developers and IT operations while automating manual, time-consuming change approval processes. This will enable customers to release features developed off-platform more rapidly, while maintaining security. ServiceNow DevOps, which was initially available through the ServiceNow store, is now available as part of the Orlando release. 

Orlando is the sixth platform release I’ve overseen at ServiceNow. I’m so proud of the global engineering, product, and design teams that worked tirelessly to ship the Now Platform Orlando release on time while delivering high-quality innovation. These teams are already hard at work on our next platform release, coming in the fall.

We’re excited to introduce and walk you through the Now Platform Orlando release with Now Intelligence. Join us for the release broadcast on March 19th.  The Now Platform Orlando release is generally available today. The ServiceNow Now Agent, Now Mobile, and ServiceNow Onboarding apps are available to download on the Apple iOS store and Google Play store.


© 2020 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. 


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