ServiceNow has released the next major version of its platform, dubbed Rome. The key focus of Now Platform Rome is to enable companies to adapt to hybrid work.
“The rapid onset of hybrid work has accelerated the digital imperative and forever changed 21st century business models,” said Chirantan “CJ” Desai, chief product and engineering officer at ServiceNow. “Our customers need digital platforms that enable seamless, compelling employee and customer experiences in any environment, and help them stay agile, resilient, and productive. With our latest release, ServiceNow is workflowing solutions to help businesses navigate work moments that matter in a new economy.”
It hopes to reduce employee fatigue by introducing two new employee-focused capabilities: Employee Center and Employee Journey Management.
Employee Center can be used as a one-stop shop for quickly finding personalized information, completing tasks, and getting help from various departments, such as IT, HR, procurement, and legal. By offering this all in one place, ServiceNow hopes to reduce application fatigue.
Employee Journey Management can be used to guide employees through experiences such as onboarding, work transitions, and offboarding.
Another focus of this release is accelerated automation. New capabilities include Automation Discovery, which identifies the top opportunities for automation, such as Virtual Agent, Auto Routing, and Agent Assist; and Health Log Analytics Enhancements, which can proactively detect issues and automate their resolution.
ServiceNow is also launching Mobile App Builder in Now Platform Rome, which can be used to build and configure mobile apps from a single interface.
Finally, the latest release adds Customer Service Playbooks: Focused Layout, which allows service agents to focus on key process tasks.