ServiceNow Adds Powerful New Solutions to the Now Platform to Transform the Employee Experience and Simplify Work Across the Enterprise

Knowledge 2024 — Today, at ServiceNow’s annual customer and partner event, Knowledge 2024, ServiceNow (NYSE: NOW), the AI platform for business transformation, announced the addition of powerful new automation solutions to the Now Platform to transform the employee experience and simplify work across the enterprise. The Digital End-User Experience solution helps improve employee productivity and satisfaction while reducing costs. Enhancements to Contracts Management Pro, Security Operations, and Field Service Management streamline processes and drive collaboration. New ServiceNow Project RaptorDB, a Postgres-based database, provides businesses with the speed and flexibility needed to thrive in the modern AI-driven landscape.

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Employees’ day-to-day work experiences affect their job satisfaction, the quality of customer care they deliver, and ultimately business outcomes. According to Gartner , “when employees have a positive EX (employee experience), they are 54% more likely to report high intent to stay with their employer, 63% more likely to report high discretionary effort, and 55% more likely to be high performers¹.” ServiceNow’s innovations streamline the way employees work by simplifying processes across the enterprise, driving stronger engagement and collaboration, to transform every corner of the business with a single, trusted AI and data platform.

“Experience is everything in the fast-paced digital workplaces of today. Inefficient tools and processes lead to bottlenecks and disengagement that businesses can’t afford,” said CJ Desai, president and chief operating officer at ServiceNow. “ServiceNow continues to focus on delivering new integrated, intelligent solutions that help our customers create better employee experiences and drive business growth, all on one platform.”

Arming teams with insights needed to predict productivity roadblocks and create seamless user experiences

As the workplace evolves, enterprises need connected solutions that can drive productivity and impact for employees. ServiceNow addresses these needs with new solutions and capabilities that empower IT teams to continuously improve employees’ technology interactions.

• Digital End-User Experience (DEX) provides IT teams with a complete overview of how employees interact with technology, linking their desktop experience with the Now Platform. This helps ensure that IT can enhance employees’ daily work by having real-time visibility across devices and applications, understanding usage trends, proactively identifying problems, speeding up issue resolution, minimizing outages and risks, and streamlining workloads. Often, when employees hit a technological roadblock, they create inefficient, short-term workarounds rather than reaching out to IT to solve the issue – DEX removes that extra step and ensures IT is looped in from the start. This new solution also includes additional features that drive impact across employee experiences:

• Application and Device Health equips IT teams with more information about the applications and devices employees are using, allowing them to proactively conduct maintenance with necessary updates, help prevent interruptions and malfunctions, and safeguard employees’ work.

• Desktop Assistant directly connects employees to AI-powered self-service features, enabling them to troubleshoot issues, run local tests, or chat with a Virtual Agent or human agent. This functionality is expected to be available later this summer.

• Collaborative Work Management (CWM) offers a central hub for knowledge workers to plan, visualize, and engage with their teams — reducing the need for non-integrated tools. The new solution is customizable to the way teams work and leverages data already on the Now Platform, promoting more efficient cross-functional collaboration and organization with fewer tools. With CWM, teams can stay aligned on critical work while improving visibility from one single trusted AI and data platform.

Simplifying business processes across departments