The ability to support employees in an increasingly hybrid work environment requires new flexible, agile processes that serve employees by connecting them across the enterprise and throughout the workplace. In the Rome release, the ServiceNow® Workplace Service Delivery solution continues to expand with out-of-the-box workflows to help address these rapidly growing and urgent needs. Not only do companies need to return employees to the workplace safely, but they must consider the employee experience a key factor while on the path to digital transformation.
With the Rome release, Workplace Service Delivery enhances on its abilities to provide a multi-channel, mobile-enabled solution for employees and the workplace that can also be connected across other departmental solutions such as IT, HR, and Legal. With better data and insights, organizations will learn how they can better manage workspaces, enhance the reservation experience through self-service, help employees navigate newly designed workplaces, and how to deliver a unified employee service request experience across the enterprise.
Three core challenges we aimed to address with the Rome release of Workplace Service Delivery.
- First, we heard from customers that better data and insights were needed to track and understand space utilization. Workplace teams require visibility into spaces to optimize floor space, room usage and spend.
- Second, many tools used across the workplace today are manual, outdated, or point tools. There was a strong need for efficient, modern digital services that connect employees to the workplace, its services and across the enterprise.
- Third, many requests routed to workplace teams were coming in from various departments in different formats and systems. They wanted to help increase efficiencies and improve experiences by standardizing the service request experience.
Workplace Space Management
In the hybrid workplace, it's critical that facilities teams have accurate workplace data to efficiently design and manage spaces. If facilities teams can understand how many employees are coming into the workplace on a given day, month, or year, they can make better informed decisions about the office layout.
With the Rome release, we introduce the Workplace Space Management application to provide facilities teams with a single solution to measure spaces, assign cost centers, and track utilization to help optimize real estate spend. The Workplace Space Management application is available as part of the core Workplace Service Delivery license and does not require a separate contract.
Workplace Reservation Management enhancements
With many organizations prioritizing workspace hoteling over permanent seats in the new hybrid work environment, employees need to be able to easily make reservations for workspaces and workplace services.
New native mobile capabilities make it even easier for employees to request these spaces. The updates also improve the self‑service experience for employees as they book workspaces with single‑click reservation capabilities. Additionally, a new prompt feature recommends adding requests and services – like catering or room configurations – while making a reservation from Workplace Service Delivery or Microsoft Outlook.
Workplace Space Mapping enhancements
The pandemic has undoubtably accelerated ServiceNow’s workplace development efforts, including our recent acquisition of indoor mapping provider, Mapwize, bringing native indoor mapping capabilities to Workplace Service Delivery solution, expected by the second half of 2022.
Enhancements to the Workplace Space Mapping application in Rome allow for better wayfinding throughout the workplace. Many employees returning to an office may be unfamiliar with new office layouts, while others who were hired during the pandemic have never set foot in the office. New mapping enhancements help employees locate permanent or reserved workspaces, find and reserve conference rooms or workspaces near teams, and navigate their work campus with ease. “Organizations are quickly realizing that work is no longer just a place, but an activity, accelerating the need to digitally transform,” said Juliana Beauvais, Research Manager at IDC. “The future of work will be hybrid and distributed. Companies need to automate complex workflows across an enterprise to improve productivity and enhance the employee experience.”
Unified Employee Center
Enterprise organizations are seeing the benefits of providing a common self-service experience for employees across all departments. To deliver on this promise, enterprises look to a common shared-service delivery platform powered by a unified employee portal.
The Rome release includes a new Employee Center that helps to provide a unified portal where employees can find information, ask questions, and get help without ever needing to know who delivers that service to them. Our IT, HR, Workplace, and Legal service offerings will be readily available from this new Employee Center providing a one-stop shop for employee services.
Existing Workplace Service Delivery customers can easily transition to this common portal as part of their Rome release upgrade.
ServiceNow uses Workplace Service Delivery to define the new world of work
As ServiceNow returns its own employees to the workplace, Workplace Service Delivery and the Safe Workplace Suite (included with a Workplace Service Delivery license) are essential to support a safe, frictionless return.
ServiceNow will leverage Workplace Service Delivery to help manage its distributed workforce and define the new world of work for its own employees, starting with Workplace Reservation Management to help employees reserve desks, conference rooms and other workplace services. In the future, Workplace Space Mapping will give employees access to interactive floor maps to navigate office layouts, in addition to using Workplace Case Management, Visitor Management and Space Management. It’s estimated that Workplace Reservation Management has the potential to help ServiceNow employees and workplace services teams save a combined 109,000 hours a year once all ServiceNow offices are at full capacity.
Learn more
These are just a few of the many new features coming to Workplace Service Delivery in the Rome release. From here, review the release notes and product documentation for additional details. Be sure to tune in for the ServiceNow Release Broadcast on October 13th at 8:00 AM Pacific / 11:00 AM Eastern to see some of these features demonstrated. Then, be sure to schedule a conversation and demo with your account team or contact us here.
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Join us for the The Now Platform Rome event.
Mark your calendar for the Now at Work, Now Platform Rome release broadcast
Join us at Now at Work 2021 to learn more about what’s new in the Rome release. You won’t want to miss the Rome release highlights in a keynote session with Dave Wright, chief innovation officer as well as 20 sessions on demand, where we’ll highlight different ServiceNow® products, innovations, the Now Platform, and best practices for upgrading to the Rome release. Register today based on your region:
AMS: https://www.servicenow.com/ams/en/now-at-work.html
EMEA: https://www.servicenow.com/emea/en/now-at-work.html
AP: https://www.servicenow.com/apj/en/now-at-work.html
Japan: https://www.servicenow.com/apj/ja/now-at-work.html
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