ServiceNow launches workflow, workspace tools for enterprises and government agencies

by | Nov 3, 2022 | Technology

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ServiceNow has rolled out a trio of solutions to improve productivity for employees, customers and partners. These promise to help digitize more aspects of workplace productivity, improving efficiency for enterprises and government agencies. The new tools available on the ServiceNow store are:

Service Request Playbook for Public Sector: Helps set up communications workflows for government organizationsAutomated Service Suggestions: Helps streamline service inventoryWorkplace Scenario Planning: Helps reconfigure workspacesImproved access to government services; ML-generated service maps

Service Request Playbook for Public Sector provides templates that help government agencies digitize and automate queries. This makes it easier for citizens to request services via their computers, mobile devices and third-party apps and track progress up through resolution. 

Automated Service Suggestions uses machine learning to automatically analyze an organization’s network traffic and suggest entry points for business-critical services. This new tool from ServiceNow helps IT operators create a high-fidelity map of all infrastructure and software with a few clicks. These maps can be constantly recalibrated to help teams make decisions and respond to IT events more quickly.

Yugal Joshi, partner with Everest Group, an advisory service, believes service maps are moving in the right direction but progress has been incredibly difficult. Enterprises have been using change management databases (CMDB) for ages, but these are rarely updated or strategically used. 

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