Arrival of RPA and new user experience

The new version of Service Now’s Now platform, dubbed San Diego, features an evolution and an addition. The user interface (UI) has been revised. And Service Now gets an “automation engine” (aka “Automation Engine”) centered around San Diego’s biggest breakthrough: the adoption of internal RPA.

New user interface

The new interface is so “new” that Service Now even gave it a name: Next Experience.

A session’s home screen now automatically personalizes and centralizes each user’s most important tasks, apps, and workflows. The editor estimates that this personalization would make work easier and enable tasks to be completed more quickly.

” [Cette nouvelle UI] provides users with functionalities [professionnelles] they expect from us, but with the ergonomics and simplicity of a consumer product,” summarizes Dave Wright, Director of Innovation at ServiceNow.

By “consumer product simplicity” we need to understand the ability to pin tools, access action history, create favorites, or change display (compact or spaced mode, light or dark).

The new Next Experience interface of the San Diego version of ServiceNow allows adding favorites, viewing history and pinning screens

In parallel, ServiceNow created 25 workspaces, preconfigured, ready-to-use “packages” to meet typical business needs. These “workspaces” take advantage of Next Experience’s new visual identity, its new component libraries, iconography, and configuration options.

“We can now provide workspaces that are appropriate for Customer Service Management, Dispatcher Workspace, or HR Agent Workspace,” illustrates Dave Wright, although a majority of these workspaces are IT related to do: Cloud Operations workspace, Service Operations workspace, or Hardware Asset Manager workspace.

“This new user interface offers professional features with the ergonomics and simplicity of a consumer product. »

David WrightChief Innovation Officer at ServiceNow

Specifically, Service Operations Workspace will be available initially to IT service management teams and then to IT operations management teams in Q2.

Typically, the two (ITSM and ITOM) are treated as separate functions within an IT organization. ServiceNow sees its new offering as a way to bring helpdesk and operations teams closer together to resolve technical issues faster.

“Like all technology providers, ServiceNow wants more people to use its platform,” said Stephen Elliot of IDC. “Whether you’re in HR or customer service, you want your content to be in a context that’s familiar to you. It’s going to be a long road, though [Next Expérience] were able to increase their user base.

ServiceNow debuts in RPA

In its strategy to become “the platform of platforms” (and the “glue” between all systems), ServiceNow has placed RPA at the center of its roadmap. The goal of this technology is to automate all types of exchanges between all types of applications, including the oldest ones that have neither connector nor API.

At RPA, the American publisher bought the Indian Intellibot a year ago (March 2021). The first fruits of this acquisition materialize for the first time with San Diego. The version actually comes with a new “RPA Hub”, which itself is the pillar of the equally new “Automation Engine”.

“RPA puts the finishing touches on our technologies to achieve hyper-automation. »

service now

The “RPA Hub” is a control center for all bots (digital workers) of a company in ServiceNow. It allows you to track their activity, package and deploy or decommission them.

The hub comes with 1,300 components and a design studio (RPA Desktop Design Studio) to facilitate real-world RPA use cases.

Automation Engine is part of the logic of multiple automation, which Gartner calls “hyperautomation”.

Since its Quebec release, Service Now already had integration tools (Integration Hub) and low-code development (App Engine) in its catalogue. With RPA, Service Now is “putting the finishing touches on its technologies to achieve hyper-automation,” boasts the publisher’s official press release.

Conversely, RPA Hub can be accessed through ServiceNow’s Flow Designer, allowing no-code/low-code developers to integrate digital workers into their workflows.

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