ServiceNow introduces a new Enterprise package in the Quebec release, and more good news!

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We are very happy to announce the launch of the new Enterprise package as part of the Quebec platform release. Also, we are excited to share with you that in the Quebec release, the Virtual Agent will use the power of Artificial Intelligence (AI) to drive faster time to value and greater incident deflection. Many other updates are coming to you in this release – all of which you can review in the Quebec Release Notes.

Powerful AI-Driven Self-Service Experiences

The ServiceNow Virtual Agent is one of the most advanced chatbots that businesses can use to deliver a stellar self-service experience to their employees while alleviating the IT staff’s burden of repetitive work.

The ServiceNow Virtual agent understands natural human language (here is an example of what that looks like). With pre-built conversations ready to deploy out of the box, you can start deflecting incidents right away, or choose to configure the conversations if you wish. New conversations continue getting added to the ServiceNow store every quarter. Below are the 3 key updates to the Virtual Agent in the Quebec release.

• Guided setup with just clicks

The guided setup provides admins a detailed list of plugins and configurations for various use cases. Customers get an easy step-by-step process to set up the pre-built and tested, end-to-end content including NLU, workflow and integrations. No coding necessary.

• Proactively intercept issues for resolution

The Virtual Agent proactively intercepts incidents and assign to the virtual agent if the topic is available.  These are incidents that could’ve been raised via email or forms or other channels.

• Automatically identify topics with high deflection potential:

The Virtual Agent identifies deflection opportunities based on observing user needs in the environment. Unlike other vendors, ServiceNow provides clear insight into what those conversations are and what their deflection potential is. 

The Virtual Agent has been creating a lot of excitement among our customers. One of our more recent success story comes from University of Maryland who saw a 75% reduction in resolution times. There are additional details and demos on the ServiceNow Virtual agent on our website. Feel free to talk to your Account Exec or Contact Us directly if you would like a live demo.

The launch of the Enterprise Package

This is very exciting!! ServiceNow is providing to you through this package, powerful capabilities to optimize the performance of your IT organization and to maximize process efficiencies – all within the Now Platform.

The Enterprise package will enable ServiceNow Customers to drive greater returns on their investments, faster. Two applications are available as part of the Enterprise package in Quebec.

• Workforce Optimization
• Process Optimization

Workforce Optimization

The most valuable resource in any business is its people. With so much of the work happening on the ServiceNow platform, we want to give businesses the ability to optimize their workforce so that they can maximize their service performance. Workforce Optimization (WFO) gives managers the ability to monitor demand in real-time, schedule agent work shifts, report on historical performance trends and improve the quality of their team’s work all in one workspace. Here’s a cool little video on Workforce Optimization.

Here are some of the key features

(Refer to ServiceNow docs for more details)

Managing teams from a central location

Schedule your team's work shifts and align agents to handle incidents effectively

 

Automating employee coaching and training

Assess your team's performance and set coaching plans to improve their skills.

 

Integrated application data

Drive workforce optimization effectively by managing schedules, shifts, and queues for your teams. You can assess skills, automate agent recommendations based on those skills, and provide mentoring opportunities for employees.

Process Optimization

Process Optimization creates visual business process flows to enable businesses to uncover hidden bottlenecks and inefficiencies. This lets organizations deliver optimal output with every process. ​

The application takes in data from audit trails, allowing in-depth analysis of business processes to improve outcomes. ​

1. Data from underlying tables and audit logs serves as the entry point for this capability.
2. Once the process map is generated, it is easy to see where the bottlenecks are. ​
3. Now, with a single click, the process owner can generate an improvement initiative to address the underlying issue. ​

Here are some of the key features

(Refer to ServiceNow docs for more details)

Automated process discovery

Define a project by selecting a process table, and the transitions and breakdowns you want to explore.

 

Easy collaboration and sharing

Share projects with stakeholders and collaborate with notes and screenshots within process models.

Integrated continual optimization

Create and view statuses of improvement initiatives.

Store Updates

As noted earlier, a whole host of enhancement are included in the Quebec Release. You can check them in our Release Notes. Below is a sampling of our store updates.

Site Reliability Operations

For DevOps environments using site reliability engineers or SREs, the new Site Reliability Operations feature empowers those SRE teams with automated service operations workflows to register applications, monitor service health, and respond to automated alerts withing a single system of record. 

Here’s the listing in the ServiceNow Store.

ITSM Mobile Agent

This is available on the Android Play Store as well as the Apple

Actionable Push-Notifications will save precious time for users, giving them the ability to take action right from the notification. Some examples include promoting an incident to a major incident, approving requests, adding comments to incidents etc.

Domain separation allows users to have a single instance of ServiceNow be partitioned to support multiple sub-tenants while retaining global administrative standards, capabilities and reporting.

Slack & MS Teams: For Microsoft teams and on Slack the app will support conference calling on incident responses

Upgrade to Quebec

ServiceNow is committed to helping customers stay current, we have a robust set of resources (from tools, programs and services) to help customers simplify upgrades, speed time to value and reduce any upgrade related risk.

A new capability that is part of the Now Platform to help you simplify and make your upgrades even easier is the Upgrade Center.

Here are details to help you upgrade quickly and smoothly.

Please post any questions you may have, below. And don’t forget to tune into the Quebec release broadcast.

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Join us for the The Now Platform Quebec event.

Register below to attend the Now Platform® Quebec release broadcast and hear about more capabilities to deliver cross-enterprise digital workflows that connect people, functions, and systems to accelerate innovation, increase agility and enhance productivity

Your event time will be automatically set based the country selected during registration.

AMS/EMEA: March 18 at 8 am PT/11 am ET/3 pm GMT
APJ: March 23 at 2 pm AEDT/12 pm JST KST

Register Now

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