Improved Functionality in ServiceNow New York Release
With the recent release of New York, ServiceNow continues its steady trend of realistic and favorable improvements. While they continue to be a leader across all of their products, they have centralized around three main areas: Employees, Customers, and IT.
As ServiceNow rolls out its latest New York version, Royal Cyber will be your technology companion, providing you with relevant answers and insights into three key ServiceNow workflows: ITSM, HR, and CSM. We’ll deliver a superior search experience powered by AI technologies like ML, NLP/NLU, and text analytics, that you can take with you anywhere you go.
Check out the platform-wide improvements below:
- Natural language processing takes center stage
- OOB mobility is (finally) a reality
- Significant improvements in ITBM
Natural Language Processing (NLP) Connects Humans and Process
NLP strives to bridge the gap between human and computer interaction, with the ultimate goal to read, decode, and comprehend human behavior in a valuable way. ServiceNow delivers the value of human and machine connection with NLP by offering new NLP functionality through the whole platform. This association of both trusted data processing and human interactions is considered a major step forward for AI.
In New York, Natural Language advances by enhancing AI, which contributes to smarter, streamlined ChatBots, Virtual Agents, and workflows. Now, there is an NLU inference service and an NLU model builder that teaches the platform to learn and respond to human expression through self-service ChatBots.
OOB Mobility
Before ServiceNow’s Madrid release, the platform’s mobile offerings had a lot of interest but, critics argued, somewhat limited true functionality. With New York, mobile is expanding its functionality but staying closer to out of the box – one of ServiceNow’s strongest advisory points. Additionally, “mobile” no longer means wrapping a desktop application to fit the screen of your mobile device but creating mobile-first experiences.
This enhanced mobile platform delivers an exceptional employee experience and increases productivity and efficiency. Available for both iOS and Android, the ServiceNow app empowers employees from HR to Customer Service to Field Service to work from anywhere.
IT BUSINESS MANAGEMENT (ITBM)
With the New York release, enhancements made to ITBM are almost as extensive as the product suite itself. The product offers services to help to manage demand, assess resources, oversee both agile and waterfall projects, carry out budget planning, and map costs to technical and business services.
Secure Enterprise Integrity with Governance, Risk, and Compliance
For GRC in this New York release, usability enhancements outweigh the technical, by way of overhauled nomenclature. ServiceNow’s GRC verbiage will now align with industry standards to match the language used in day-to-day GRC practices.
This change is in direct response to user feedback on the GRC product. Previously, one of the biggest hurdles to a successful GRC implementation had been translating a customer’s compliance and risk vocabulary to ServiceNow’s table structure. New York addresses that issue to better align with industry-standard best practices.
With New York, GRC also highlights improvements such as:
- Risk users enjoy increased capabilities of risk management, including the ability to address GRC via the Advanced Risk Application, extending functionality, and enabling the rollup of risk statements.
- Vendor Risk Managers have the benefit of an integrated Standardized Information Gathering (SIG) questionnaire.
- Policy and Compliance users can configure when application policy moves back into review status (including one-time extension requests) prior to policy expiration dates.
Service Portal Remains Competitive
Service Portal updates serve to improve the OOB functionality to keep ServiceNow competitive in the ecosystem. Users can now search Agent Chat as well as recommend Knowledge Base articles embedded within related requests.
ServiceNow’s New York release is just one more step in the organization’s mission to bring the future of work into businesses. As the company continues to enable the modern enterprise to deliver digital workflows and unlock productivity, with Royal Cyber, you can expect visionary ServiceNow solutions for your critical business requirements. For more information, you can email us at [email protected] or visit www.royalcyber.com.
