Welcome to the Now Platform Rome release!

  • About ServiceNow
  • CJ Desai
  • 2021
  • Now Platform
September 16, 2021

Introducing the Now Platform Rome release

Employees and customers want seamless experiences wherever work happens—in an office, a hospital, a manufacturing floor, at home, or on the go. To survive in the new world of hybrid work, companies must embrace digital platforms that empower their most important stakeholders.

That’s why I’m thrilled to announce the Now Platform® Rome release, which is generally available to customers starting today. The Rome release includes hundreds of new features that accelerate innovation by helping organizations create agile work environments and deliver compelling experiences from anywhere.


Solutions for hybrid work

ServiceNow’s secret sauce is that we have one architecture, one data model, and one extensible, born-in-the-cloud platform. This allows organizations to deploy enterprise-wide workflows quickly and easily at scale, so they can: 

  • Monitor and optimize business processes. 
  • Proactively identify problems.
  • Empower people to work in an increasingly distributed fashion. 

We packed the Rome release with purpose-built solutions for hybrid work environments. These solutions include compelling new experiences that unlock productivity, drive customer satisfaction, and free employees from mundane, repetitive work so they can focus on more meaningful activities that create value for the business.

The new Employee Center provides a single, connected interface for employees to find information, request services, and get help across departments—including IT, HR, facilities, procurement, and legal. The Employee Center reduces the time it takes employees to look for help and cuts out application fatigue by integrating necessary information in one place. It’s also fully integrated with popular collaboration tools such as Microsoft Teams.

Now organizations can easily curate information and services into dynamic, personalized topic pages that help employees quickly find the answers they need. And, our Employee Journey Management tool helps guide employees through moments that matter—from anywhere.

Rome also features powerful new AI and automation capabilities that empower IT teams to work smarter, simpler, and more efficiently from anywhere. For example, Automation Discovery identifies the top 10 opportunities for automating work of more than 180 opportunities with ServiceNow® applications, such as Virtual Agent, Auto Routing, and Agent Assist. 

New IT Asset Management (ITAM) features include Software Asset Workspace and Playbook, a step-by- step playbook for accurate license entitlements with recommended activities, alerts, and actionable insights.

Privacy by design

Privacy and security are top of mind for most business leaders these days. Gartner® predicts that privacy-driven spending on compliance tooling will increase to more than $8 billion worldwide through 2022. By 2023, companies that earn and maintain digital trust with customers will see 30% more digital commerce profits than their competitors.1

ServiceNow believes in “privacy by design” concepts, which means we incorporate privacy considerations into every aspect of the Now Platform. The Rome release includes our new Privacy Management app, which allows companies to proactively manage privacy risk and assists our customers in complying with their data privacy requirements.

Focus on the customer

A hybrid world of work requires new, compelling customer experiences. Rome enables seamless customer experiences at scale, proactively anticipating issues, preemptively resolving them, and maximizing service quality—all within a single platform that’s manageable by a hybrid workforce.

For example, the new Field Service Crew Operations is a Field Service Management solution that makes it easier for technical teams to handle complex work orders. And we’ve updated our Customer Service Management Playbooks with focused layouts that enhance the user experience and enable agents to resolve issues fast by providing access to the data and tools they need within one, centralized interface.

Field Service Crew Operations

Good news for developers

As we transition to hybrid work, every company is becoming a software company, reinventing and creating new business models with digital products and services. In the new world of hybrid work, these software offerings must deliver constant innovation and consistently great experiences.

Employees and customers increasingly expect mobile access to applications so they can work and conduct business on the go. Enter Mobile App Builder, a new solution that allows developers to rapidly build and configure engaging mobile apps for iOS and Android with a single intuitive interface, enhanced functionality, and guided experiences. 

Industry solutions

The Rome release includes new solutions for manufacturing, healthcare and life sciences, and financial services. These solutions enable organizations to streamline operations and improve customer experiences on one platform—no matter where their teams are based. 

For example, Manufacturing Connected Workforce is a single digital solution that helps manufacturers maximize their return on Industry 4.0 investments. Now manufacturing teams can close skills gaps by digitizing operating procedures. They can also map and visualize plant systems and processes, making knowledge resources available to everyone within one platform. 

Discover more details on innovations in the Rome release in our other blog posts on new solutions across Creator Workflows, Employee Workflows, Customer Workflows, Industry Solutions, and the Now Platform.

Rome is the ninth platform release I’ve overseen at ServiceNow. I’m proud of the global engineering, product, and design teams that worked tirelessly to ship the Rome release on time while delivering high-quality innovation.

We look forward to partnering with our customers as they bring Rome to life. And we’re already hard at work on the next Now Platform release, which will deliver more intelligent workflows that provide even better experiences for customers and employees.

Learn more about the innovations in the Rome release at Now at Work.

1 Gartner, The State of Privacy and Personal Data Protection, 2020-2022, Nader Henein, Bart Willemsen, Bernard Woo, 26 August 2020.

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.

© 2021 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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