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ServiceNow Strategy

ServiceNow Rundown: Working Better For People, Orlando’s Top Features, and Finding Your Silver Lining

It should come as no surprise that this month’s ServiceNow Rundown will be of a different tone. While today’s blog still includes an overview of major ServiceNow articles, news appearances, and market shifts, it also focuses on new uses for the platform, specifically showcasing how today’s leading companies are using the ServiceNow platform to face nearly unprecedented business challenges related to the COVID-19 pandemic.

The last few weeks have been a blur. Whether you’re looking for a small break from the COVID-19 headlines, or just trying to catch up on work, we’ve summed up all the ServiceNow news from March you need to know to stay up to date on the platform. Keep reading to see how ServiceNow’s Orlando release is being viewed in the news, their most recent Executive hire, and more.

Turning to ServiceNow’s Platform Purpose: Working Better for People

ServiceNow Launches Free Emergency Response Apps

In between the prime-time news headlines are hundreds of stories of businesses stepping up to do right by their employees and community. COVID-19 is bringing into stark relief the differences between companies that have evolved their purpose from an outdated definition of corporate social responsibility and philanthropy to a broader point of view encompassing all stakeholders and grounded in the reason why a business exists. In our eyes, ServiceNow has always existed among that group of companies, and their recent release of apps has brought that into an even clearer definition.

“We are answering this question [how can we help?] by turning to our purpose: we make the world of work, work better for people.” – Bill McDermott, CEO, ServiceNow

Here is a preview of the apps. For more information, read a full overview here;

  • Emergency Response Operations. Initially created by the Washington State Department of Health, this ServiceNow app supports emergency response and preparedness at the state and local government levels, as well as for enterprises. It helps optimize resources and staff in critical locations. The Emergency Response Operations app will always be free of charge. 
  • Emergency Outreach, Emergency Self Report and Emergency Exposure Management. These three free apps are designed to help you and your employees stay connected, up-to-date, and effective during this time of crisis management.  The Emergency Outreach workflow uses the Now Platform to connect with employees and assess the impact of an emergency. It allows employees to reach out by email and access safety information or questions from their employers. 

Responding to COVID-19 in Real Time

How One Company is Using ServiceNow to Track Employee Illness and Travel

Faced with a sudden onset of new challenges – including travel restrictions, supporting fully remote teams, and starting to find and support employees who are getting sick – Companies are looking for fast and responsible ways to quell team uncertainty and protect the health and well-being of employees and their loved ones.

One such company is a global investment company, with an employee base spread out across 11 countries. Before COVID-19, 30 percent of their workforce would be traveling at any given time. Today we are exploring how this firm quickly solved some significant corporate requests using technology investments they had already made.

The ServiceNow team at the organization was tasked with a critical request from their COO, to create a process where travel, travel approvals, notifications, and a tracker for those in transit could be quickly entered, approved, tracked and categorized by country.

A client for many years, the company reached out to Acorio’s Virtual Support Team to pull in some extra hands – and fast. They needed someone to quickly understand the unique requirements and define a process flow.

Want to read the full solution? You can find it here.

Committing to AI and Analytics in Orlando

Acquisitions, New Hiring and the Release of Orlando Continue Dedication to AI

At the beginning of the month, ServiceNow’s Orlando release became available to the public: Orlando marks the transition into a new era for ServiceNow. As the first release of the new decade and the first release with Bill McDermott at the helm, the new upgrade did not disappoint. With Orlando, ServiceNow lives up to their “platform of platforms” strategy, continuing to develop their mobile capabilities and apps that deliver the consumer-like experiences the platform has become synonymous with.

For today’s rundown, we’re focusing on Now Intelligence in Orlando, advanced business-wide analytic solutions, and true engrained mobile experiences – all available across the entire platform.

In addition to the deep AI and Analytic capabilities, ServiceNow recently acquired Loom and Passage AI. While neither has any effect on the Orlando release (where we see evidence of the Appsee, Attivio, Parlo, and Qlue acquisitions), both show the company’s investment in the future of AI. On top of that, they recently hired their first Chief AI Officer, Vijay Narayanan. Having previously worked as Head of Content and Discovery Engineering at Pinterest and Head of Algorithms and Data Science Solutions at Microsoft, Narayanan has been tapped to lead ServiceNow’s Advanced Technology Group and will report directly to CJ Desai (ServiceNow’s Chief Product Officer).

“I believe that the enduring legacy of recent advances in data, systems and AI will be in transforming our professional and personal life experiences through automation and intelligent decisions.” – Vijay Narayanan, Chief AI Officer, ServiceNow

Finding the Silver Lining, Even When Looking Ahead to Change and Uncertainty

We don’t know today what the new era of business will look like when defined by the COVID-19 lens. We don’t know how long this pandemic will last.

What we do know is that we have survived hard times together in the past by coming together as business leaders and as communities.

We know that in past times of challenge for business, the companies who acted quickly and decisively armed themselves to minimize the overall negative impacts of economic downturns, and helped protect their employees.

We know that the business climate will likely become more complicated in the next coming months.

But we also know that sometimes you just need someone to give you something to smile about and to help you see your own silver lining. Here are a few recent resources from our own blog to help you with just that.

I want to finish by just saying that the ServiceNow ecosystem is not just a business ecosystem, but a true community of people who are dedicated to the wellbeing and safety of one another. Acorio is proud to be a part of this community and is here to help answer any questions you or your business may have. If you would like to know more about our COVID-19 response program – including installing ServiceNow’s emergency apps for free, or just suggestions for taking your team remote, reach out to us.