Santa Clara-based digital workflow giant ServiceNow has strengthened its flagship Now Platform with new low-code app development tools and native machine learning and artificial intelligence capabilities. The cloud computing giant says its new Now Platform Quebec release will enable customers to innovate quickly, realize fast timeâ€‘toâ€‘value, and improve productivity.Â
As lowâ€‘code is increasingly becoming a strategic imperative for businesses to adapt to a rapidly changing environment, ServiceNow Opens a new window has jumped into the low-code bandwagon to enable enterprise customers to accelerate their digital transformation goals. â€œIn today’s challenging environment, organizations worldwide are pivoting fast, adopting new, distributed models of working and creating new workflow-enabled ways of operating with more agile, resilient, digital enterprise value chains,â€ said chief product officer Chirantan Desai.
He added that businesses now rely on the company’s services to deliver enterprise digital workflows, create new business models, enhance productivity, and enable great customer and employee experiences in any operating environment. Now Platform’s latest version comes equipped with must-have enterprise digital tools for creating no-code workflows, a step outside its usual focus areas of customer service, IT, and HR.
ServiceNow’s Creator Workflows is a set of low-code development tools and a new addition to existing IT, Employee, and Customer Workflow portfolios. This new feature includes App Engine and IntegrationHub, enabling businesses to transform old, manual processes into modern, digital workflows at scale. This feature also comes with a couple of new tools:
- App Engine Studio: This allows an intuitive and guided lowâ€‘code visual development environment and empowers people with no coding experience to collaborate and build applications.
- App Engine Templates: These give teams access to preâ€‘built workflow building blocks so that citizen developers can get a head start on building apps without having to start from scratch.
â€œAs businesses shift from emergency response to longâ€‘term recovery and distributed work becomes the norm, organizations are accelerating digital transformation efforts and investing in new technologies that promote continuity and agility,â€ Philip Carter, group VP at IDC, said in a statement.Â
â€œThe ability to deliver endâ€‘toâ€‘end digital experiences for employees and customers alike will be a crucial competitive differentiator. There is significant customer traction, accelerated by the pandemic, for unified technology platforms that connect systems, silos and processes to enable these connected, digitalâ€‘first enterprise models.â€
Workforce Revolution With AI, Machine Learning and Low-Code Technology
With the Now Platform Quebec release, ServiceNow enables customers to leverage a unified platform and data model to monitor and optimize business processes, proactively identify and avoid bottlenecks, and allow distributed work. The workspace monitors realâ€‘time agent productivity, workload, and KPIs across multiple channels, resulting in improved customer experiences.
Quebec comes with ITOM Predictive AIOps, built upon an AI functionality that the company got by acquiring Loom last year. It aims to give users deeper insights into their digital operations to minimize and fix issues before they become real problems. Another key feature of Quebec is AI search, reinforced by ServiceNow’s purchase of Attivio. AI Search delivers a consumerâ€‘grade search experience for employees and customers, giving people personalized, relevant, and actionable information.
The feature supports Quebec’s Engagement Messenger that extends self-service to third-party portals to enable AI search, knowledge management, and case interactions. Also new in the Quebec package is the virtual agent, which provides AI-powered conversational experiences for IT incident resolution.
The introduction of low-code development tools by ServiceNow as part of its Now Platform is not surprising as the company recognizes the benefits that the new technology offers in application development.Â
Earlier this month, Gregg Aldana, who leads the Global Solution Consulting Creator Workflow team at ServiceNow, wrote that with AI/ML, no-code integrations, robust security protections, and more template-driven development, citizen and professional developers can build sophisticated applications quickly by leveraging best practices and code reuse. The result will be easier to use tools that make integrations, testing, and conversational interfaces more accessible.Â
â€œThis year, organizations will move from a responsive mode of using low-code development to automate manual processes to proactively opening doors for new and competitive business models. Many companies will therefore be spinning up new offerings quickly and jumping into market opportunities.Â Â
â€œThe need to design, prototype, and deploy new apps quickly will be critical in seizing these opportunities. This is because low-code platforms not only increase the productivity of developers, they also enable organizations to address customer and employee feedback rapidly to rework and improve software solutions to deliver better experiences,â€ he added.