Fast time to value: Introducing the Now Platform Washington, D.C., release

Organisations are under more pressure than ever to maximise the benefits of their digital transformation technology investments. Those that use technology to ramp up productivity will leapfrog the competition.

At ServiceNow, we’re excited to support organisations in their digital transformation journeys. The Now Platform® Washington, D.C., release, available today, is designed to do exactly that. The innovations in this release deliver intelligent automation, simplified experiences and extensibility—complemented by generative AI (GenAI)—for fast time to value.

New GenAI capabilities

We want to help technical teams move faster and resolve and prevent issues with confidence. The Now Platform can transform IT operations management (ITOM) by providing teams with context that enriches machine-generated alerts and cuts through jargon. It’s all possible thanks to our Now Assist GenAI experiences.

With Now Assist for ITOM AIOps, technical workers can quickly digest and understand cryptic machine-generated data in natural language. Then, they can more efficiently grasp the root cause of a problem and suggest steps for remediation. All data flows through a dedicated large language model (LLM) that’s purpose-built for the Now Platform to keep customers’ data secure.

Updates to Now Assist in Virtual Agent enable it to automatically detect text inputs and respond in the same language, thanks to dynamic translation. Virtual Agent Designer can identify and recommend topics to create a meaningful, genuine customer conversation experience.

We’ve also added ServiceNow® Impact AI Accelerators to the Now Platform. Think of these as a way to supercharge your AI roadmap. They bring together recommendations, demos, tech support and more to help organisations map investments to business objectives and see value quickly.

Responsible, purpose-built AI

I’m proud of our years of AI investments and research and excited about our ambitious GenAI roadmap. ServiceNow Research continues to lead the way in enterprise AI studies. In the last seven years, we’ve published more than 70 research papers on GenAI and LLMs.

Our research team works in tandem with product development and external bodies to deliver innovations, identify GenAI use cases, and guide governance in the ethical and secure use of AI for business.

An example of this is StarCoder2, a family of open-access LLMs for code generation, created with the BigCode community in partnership with ServiceNow, Hugging Face, and NVIDIA. It’s trained on more than 600 programming languages, providing powerful tools for organisations to innovate responsibly at scale.

Intelligent automation

Organisations must be able to automate with an intuitive, effective, fast approach. The Washington, D.C., release unlocks new features for end-to-end workflow automation.

Workflow Studio integrates Flow Designer, Action Designer, Process Automation Designer, Decision Builder and Integration Hub into one environment to streamline the process of creating and managing workflows, playbooks and integrations.

Operation Technology Knowledge Management puts power in the hands of shop floor and store operations workers to quickly find information about errors and resolutions—and even automatically share updates across the organisation to help ensure best practices.

Security Posture Control, an addition to Security Operations, can increase visibility into security gaps to help organisations improve their cybersecurity strength and resilience.

Simplified experiences

The new Sales and Order Management can connect end-to-end sales processes on the Now Platform. From quotes and pricing to fulfilment and post-sale changes, this is the first step in equipping organisations to have a full-circle, controlled sales experience.

We’ve enhanced the Next Experience user interface with Platform Analytics, providing unified reporting and analytics across the entire Now Platform. From surfacing real-time information to setting up condition-based triggers, we help you make informed and fast decisions based on accurate insights.
We’ve also added new AIOps experiences in Service Operations Workspace for ITOM that can accelerate issue resolution and time to value. Express List displays historical alert trends and automated root cause analysis in a single view. Alert automation provides context with alert simplification and grouping.

Extensibility

Data is one of an organisation’s most critical assets—but it’s only beneficial if you can put it to work for you.

The Washington, D.C., release includes templated workflows created using the ServiceNow Common Services Data Model (CSDM). With these CSDM-powered solutions, data is collected once and used commonly across customer, employee and tech applications.

The Now Platform Washington, D.C., release reflects our commitment to delivering cutting-edge experiences that support our customers’ needs to deliver smarter, faster, simpler experiences. We’re putting AI and automation to work on one end-to-end platform to boost productivity and accelerate time to value.

Find out more about the innovations in the Washington, D.C., release.