Welcome to the Now Platform San Diego release!

The world of work is changing faster than ever, but one thing remains the same: When technology unleashes human creativity and passion, everyone benefits.

In this spirit, I’m proud to introduce the Now Platform® San Diego release, available today. The San Diego release features advanced hyperautomation capabilities and a sleek, intuitive design.

Seamless, smart, and personalized

Organizations are facing the most severe talent shortage we’ve seen in a decade, shifting the balance of power between employers and their employees. Knowledge workers increasingly demand tools and technologies that empower them to do their jobs well, to make creative and autonomous decisions, and to maintain resilience in the face of disruption.

The San Diego release streamlines the Now Platform experience for the approximately 70 million people who use ServiceNow every day. Next Experience provides modern, intuitive navigation tools, an upgraded UI, and a redesigned component library.

Crucially, the San Diego release enables users to customize their platform experience, including information density, layout, accessibility, and light or dark mode. The release ships with more than 20 new workspaces, including:

• Customer Service Management Configurable Workspace

• Field Service Management Dispatcher Workspace

• HR Agent Workspace

• Cloud Operations Workspace

• Service Operations Workspace

• Hardware Asset Manager Workspace

• Risk Management Workspace

We are always listening to our users’ needs, and we’ll continue to implement features that build on these new offerings.

Hyperautomating your tech stack

Markets, customers, and technologies are changing rapidly. Organizations must change just as quickly, but disconnected systems and islands of automation make this difficult. As a result, employees remain burdened by manual, repetitive work that slows innovation.

In the San Diego release, we’re introducing Automation Engine, which enables organizations to unify their approach to hyperautomation by orchestrating AI, low code, robotic process automation (RPA), and other key technologies on a single low-code platform.

Automation Engine combines ServiceNow’s API-based Integration Hub with our all-new RPA Hub, which provides UI-based integration with legacy systems that house valuable data. RPA Hub also deploys “digital workers,” or software robots, to execute repetitive tasks, such as filling in web forms or copy/pasting from one application to another. This enables workers to focus on higher-value, more rewarding tasks.

Automation Engine includes:

• Integration Hub – low-code integration for connecting ServiceNow to modern systems using APIs

• RPA Hub – a centralized command-and-control center for digital robots that perform UI-based integration and automation

• RPA Hub spoke – enables any ServiceNow developer to incorporate RPA into any ServiceNow® workflow in Flow Designer, all on the Now Platform

• RPA Desktop Design Studio – a low-code integrated development environment for building robots with 1,300+ out-of-the-box components to accelerate time to value

Purpose-built industry solutions

Companies in every industry need agility to drive value. This requires innovation that’s unique to each industry. With the San Diego release, ServiceNow is delivering new, purpose-built industry solutions that address the distinct digital needs of banks, insurance companies, and technology providers.

In banking, we’re releasing Deposit Operations to automate routine deposits and other financial operations. We’re also enhancing Client Lifecycle Operations to help banks streamline the collection of documents required for employee onboarding, address updates, name changes, and the like.

Financial Services Operations for Insurance brings together distributors, underwriters, and services to simplify how insurance policy changes are made. 

Technology Provider Service Management combines customer care and operations with AI-powered self-service and proactive support. We’re also releasing Order Management for Technology Providers, which delivers automated workflows to quickly launch and deliver products and services. When combined, these two products enable technology providers to connect their entire value chain to drive efficiency and ignite growth.

Managing security incidents

Business resilience requires the ability to manage security incidents. That’s why the San Diego release includes our new Major Security Incident Management (MSIM) solution. Working in conjunction with Security Incident Response (SIR) and Vulnerability Response (VR), MSIM helps track and resolve major security incidents with:

• Dedicated workspace

• Virtual task board

• Automated workflows

• File explorer

• Metrics

• High-level timeline of events

Celebrating our roots

Back in 2004, Fred Luddy envisioned a faster, better way of delivering IT service management. Working with a small team in sunny San Diego, he brought to life a vision that would later become ServiceNow.

Today, we’re proud to honor that vision with the San Diego release, which includes cutting-edge tech, intuitive user experience, and features that address real customer needs.

Find out more about the innovations in the San Diego release.

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