ServiceNow Launches "Now Platform Washington, D.C." with Enhanced Workflow Automation and Generative AI Features
ServiceNow has unveiled its latest version of the workflow automation platform, "Now Platform Washington, D.C." This significant update incorporates generative AI enhancements and tools designed to improve productivity and optimize key workflows essential for business growth.
As the first release for 2024, this version leverages large language models (LLMs) to enhance IT operations management. A new intelligent designer has been introduced, facilitating seamless creation of virtual agents. ServiceNow is at the forefront of generative AI, both integrating it within its platform and open-sourcing its capabilities.
In collaboration with Nvidia and Hugging Face, ServiceNow recently released StarCoder2 LLM to assist with coding tasks, showcasing its commitment to advancing AI technologies.
Quotes from Leadership
Jon Sigler, Senior Vice President of Platform at ServiceNow, stated, “The partnership between human intelligence and artificial intelligence enables a new level of simplicity to drive better business outcomes. CEOs face a challenge: they must invest in generative AI while ensuring effective privacy and governance. ServiceNow sets the standard with secure, responsible generative AI solutions for end-to-end business transformation. With the Washington, D.C. release, we are expanding generative AI’s applications across diverse industries.”
Enhancements in Generative AI Experience
ServiceNow's journey into LLM capabilities began with the acquisition of Element AI years ago. The first notable development in generative AI was the announcement of Now Assist for Search in May 2023, providing natural language responses using customer knowledge bases.
Further expansions introduced generative AI-powered offerings across ITSM (IT Service Management), CSM (Customer Service Management), HRSD (Human Resource Service Delivery), and Creator. The Washington, D.C. release extends Now Assist to include the ITOM (IT Operations Management) AIOps solution.
This update utilizes the proprietary Now LLM to analyze and contextualize complex machine-generated alerts and logs, enabling operations teams to receive natural language summaries, facilitating quicker problem resolution.
Demonstration and Capabilities of Now Assist for ITOM
In a media preview, ServiceNow showcased Now Assist for ITOM AIOps, highlighting its ability to provide concise summaries of issues, outline downstream impacts, and suggest actionable next steps. This functionality is particularly beneficial for accelerating issue remediation during outages.
New Features in Virtual Agent Design and AI Accelerators
ServiceNow also introduced an AI-enabled Virtual Agent Designer and AI Accelerators for its Impact offering. Building on earlier developments, this designer utilizes generative AI to create tailored chat interactions, enhancing user experience through better-defined conversation flows and dynamic language translation.
Additionally, the Impact AI Accelerators offer targeted support, demos, and training, enabling users to swiftly integrate AI into their workflows while aligning with business objectives.
Platform Enhancements Beyond AI
Apart from generative AI, ServiceNow has introduced several enhancements aimed at improving efficiency and productivity. A new Sales and Order Management (SOM) offering connects end-to-end sales processes on the Now Platform, facilitating management of quotes, pricing, and order fulfillment.
The introduction of a Workflow Studio integrates multiple tools for streamlined workflow creation and management, while Operation Technology Knowledge Management aids users in quickly accessing information on OT incidents and resolutions. A unified analytics experience across the Now Platform is also included in this update.
All new capabilities of the Now Platform Washington, D.C. are now generally available for users through the ServiceNow platform.
Ranking
