What’s new for ITSM in the Paris release.

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Ernest Hemingway apparently once said: “There are only two places in the world where we can live happy—at home and in Paris.” And since most of you reading this blog may be at home, let me bring Paris to you…in a different kind of way, of course. With the launch of our Paris release, ServiceNow has focused on helping you drive greater automation with existing capabilities while making some great new additions to the ServiceNow® Store. All which help your organizations get work done efficiently and effectively – regardless of where your employees might be working right now.

There are always several hundred updates in each release. For the purpose of this blog, I’ll focus on a few key Paris capabilities for ITSM.

Predictive Intelligence Workbench

Do you use ServiceNow Predictive Intelligence yet? If not, now may be a great time to start. Starting in Paris, you will be able to build machine learning models on your own, without hiring data scientists. Zero coding skills needed. You can do this in Predictive Intelligence Workbench. Predictive Intelligence, as you may already know, is the name given to the layer of machine learning built into the Now Platform®. The Predictive Intelligence Workbench is where you can churn out machine learning models for your organization, without writing a single line of code.

This is made possible because…

1. Predictive Intelligence Workbench provides a step by step walkthrough for creating machine learning models based on the organization’s desired outcomes. The capability provides an easy interface with out-of-box machine learning use templates so you can build models without writing any code.
2. Customers can simply click through a set of step-by-step walkthroughs where you can continue refining their models. We also provide best practice recommendations for integrating these use cases into their existing application workflows. 
3. We help you continually monitor the performance of these models so you can start driving machine learning successes on a broader scale and communicate your successes back to the business. This will enable a more trusted partnership between IT and the business to drive AI-powered digital experiences.

Go on and democratize machine learning in your organization using the Predictive Intelligence Workbench. You’ll need to upgrade to the ITSM Pro package to take advantage of machine learning capabilities.

Change Success

You are familiar with Change Management … but have you heard of Change Success Score? Change Success Score is going to help your organization dynamically scale Change Management without compromising stability and governance. Seem too good to be true?! Let me tell you how:

Change Success Score is a numerical expression that represents a group’s change success history. It can be used to evaluate the likelihood of future success and help determine the level of change rigor required. Think of it as a credit score. Greater credit score, lower interest rates. Greater change score – lesser need for manual approvals. It’s a simple concept delivered to you with elegant analytics under the hood.

Since Change Success Scores will need Performance Analytics, customers will need the ITSM Pro Package to take advantage of this capability.

Amazon Connect Integration

You know anything that has to do with Amazon has to be a game changer. As we combine ServiceNow’s IT workflows and service delivery capabilities with Amazon Connect contact center service, we are transforming the contact center experience for employees and reducing costs and call volumes for support.

ServiceNow ITSM + Amazon Connect is utilizing AI and Performance Analytics to increase operational efficiency within service organizations to drive enjoyable support and service experiences for customers and clients. Here’s how the duo works:

1. Virtual agents allow customers to receive intelligent responses to their questions immediately through selection and choice.
2. Omni-channel routing allows service calls to be routed to the first available and most knowledgeable service representative. Computer telephony integration (CTI) allows for additional functionality for service representatives.
3. Call storage and recording with performance analytics allows service management to study, learn, and train representatives for increased performance.

This integration is FREE with ITSM Pro and is already available here on the ServiceNow Store.

We hope you are joining us for our Paris broadcast on Oct 6. You will find many more reasons to Upgrade to Paris here. Please upgrade early and take advantage of Paris capabilities.

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