ServiceNow has unveiled its latest product release for customers, this time the package is named after the city of Rome. The release includes new products and a number of evolutions from its predecessor; Quebec.
The most notable differences between the offerings is the inclusion of a new ‘Employee Center‘ and the delivery of AI-powered service operations.
Interestingly, the AI-powered operations have been enabled by ServiceNow’s recent acquisition of Loom and build on the visualization into AI opportunities provided by Quebec.
Rome will enable customers to identify opportunities for automation because it tracks 180 different topics in ServiceNow applications, this includes virtual agent, auto-routing, and agent assist. By doing this it is hoped more time can be freed up for tasks and that employee burnout is reduced, as it allows employees to avoid repetitive tasks.
Nerys Mutlow, Evangelist in the Chief Innovation Office at ServiceNow explained that the automation aspect of Rome was her favorite new feature because it is “about evolution, constant evolution, and evolution is enabled by continuous improvement.”
Mutlow added: “In Quebec, we have process mining, which really gave you that visual representation of those bottlenecks.
“But now in Rome, we’ve gone that step further to actually proactively suggest to you to push to you and say ‘Look, you’re gonna get some real improvements here if you do some of this automation.‘ And I think that will then drive that continuous approach to really making workflow right for the organization.”
ServiceNow Rome and hybrid working
The newly introduced Employee Center is a one-stop shop for employee needs. Whether it’s for time-off, regulation, or just an update, the center allows employees to access their information and keep up to date with tasks through a single portal. This interface is also personalized through AI and targeted articles and information will be given to employees.
Additionally, work anniversaries and social groups can be set up to make remote workers feel more connected to the wider workforce. By doing this, it is hoped that colleagues can keep in touch despite being geographically dispersed.
Speaking about the importance of this functionality, Mishel Podolskis, Head of the Mercedes-Benz ServiceNow platform stated: “The user experience of our employees is of central importance for a goal-orientated, efficient transformation.
“Employee Center will take us to a new level of evolution and allows employees a single view to consume a variety of company services.”
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