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ServiceNow Links Service Requests and Back-office Systems


In both the public and private sectors, organizations are struggling to better respond to inbound service requests. Reliance on outdated systems and processes creates expensive gaps and hinders the customer or constituent experience. Organizations need to quickly map IT business services and application usage to the technology components that constitute them. However, IT operators and service mapping analysts often struggle to build and maintain service maps due to excessive manual processes, changing environments, and a lack of visibility across the enterprise.

ServiceNow recently launched three new capabilities–- automated service suggestions, Service Request Playbook, and Workplace Scenario Planning – for its ServiceNow platform to build bridges between service requests and the back-office systems that support them. The goal was to accelerate the automation of complex, often offline processes for enterprises and government agencies, helping to improve service operations as well as customer, employee and constituent experiences. ServiceNow’s flagship solution is a cloud-based workflow automation platform that enables enterprise organizations to improve operational efficiencies by streamlining and automating routine work tasks.

“CIOs are looking for technology that addresses modern workplace issues to quickly accelerate value across their organization,” said CJ Desai, chief operating officer at ServiceNow. “At ServiceNow, we’re working hard to roll out new features that meet the growing needs of our customers. Only the ServiceNow platform has the flexibility and extensibility to work in any type of organization, anywhere, to remove the complexity from everyday work.”

Automated service suggestions – available through Service Mapping Plus – uses machine learning to automatically analyze an organization’s network traffic and suggest entry points for business-critical services. IT departments can create an accurate service map of infrastructure and middleware with a few simple clicks, saving time and money, while generating more accurate enterprise-wide mapping, arming organizations with the service-relevant insights they need to make decisions and respond to emergent IT events quickly. For example, if an organization’s email servers have an outage, service mapping will allow IT teams to quickly identify the other systems and applications that power those servers so teams can narrow down and solve the problem easily.

Edited by Erik Linask
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