ServiceNow adds AI, security capabilities to Now Platform Tokyo release

ServiceNow has announced solutions that supercharge operational intelligence and trust within the Now Platform Tokyo release. Additional solutions in the Tokyo release use artificial intelligence (AI) and the highest levels of platform privacy and security controls to boost business intelligence and mitigate risk, ServiceNow said.

According to Gartner, software infrastructure spending in segments containing platform as-a-service (PaaS), cloud management and security is forecast to grow at a double-digit rate, reaching a combined spend of over US$120 B by 2026.

“Operational trust and efficiency are top of mind for business leaders. Organisations are investing in digital technologies that help them unlock efficiencies and save costs, while protecting their data in an increasingly challenging and sophisticated threat landscape,” said Jon Sigler, SVP for the Now Platform at ServiceNow.

“With new AI-powered automation and risk management solutions in the Tokyo release, we are helping customers create more resilient, secure, and productive business models, all on a single platform, so they can navigate uncertainty with confidence.”

New Tokyo solutions that boost intelligence and trust in business operations include:

- Task Intelligence for Customer Service Management arms service agents with AI and automation capabilities, freeing them to focus on complex customer cases and helping them be more empathetic when working with customers. Task Intelligence applies AI to the most common use cases to automate routine tasks like categorising emails and cases, and routing them to the right team, at the right time, in the right language. Sentiment analysis gives agents visibility into a customer's tone so they can prioritise work.

- Automation Center empowers IT teams and automation centres of excellence with complete visibility of their organisation's hyperautomation landscape in a central, vendor-agnostic hub. In addition to overseeing ServiceNow’s own robotic process automation (RPA) technology inside Automation Engine, Automation Center also provides insights on third-party automations. By integrating siloed islands of automation across vendors into one cohesive view, Automation Center enables organizations to maximise business impact, ROI, and operational health.

- DevOps Config helps ensure DevOps teams can reduce outages caused by configuration changes, making their organisation’s software and services more reliable, and helping prevent revenue loss associated with outages. DevOps Config, which is included in ITSM Pro, manages configuration data for applications, releases, environments, and infrastructure in a single repository. Access control and real-time validation of configuration changes, along with centralised management and security, contribute to outage prevention.

- Operational Resilience Management, part of ServiceNow’s risk management portfolio, helps organisations continue to serve customers, deliver products and services, and protect their workforces in the face of adverse events. With new scenario analysis capabilities, customers can design and simulate events to determine potential impact to operational resilience. These new capabilities allow teams to plan ahead as they anticipate, prevent, adapt to, and recover from any business disruption.

- ITSM Pro+ adds a new layer of business intelligence to the digital tools employees and customers use. For organisations, ITSM Pro+ includes all the capabilities of ITSM Pro—and adds insights with out-of-the box analytics and dashboards, as well as a new end-to-end white glove service called Virtual Agent Optimize (VAO). With VAO, ServiceNow’s team of experts sets up, manages, and continuously optimises virtual agent conversations with natural language understanding (NLU) in real time.

“Orange Business Services helps companies transform their businesses, redesign their services and harness the potential of data to improve operations, along with employee and customer experiences,” said Daniel Bigagli, VP, enterprise services business unit at Orange Business Services.

“The new Automation Center solution within the Now Platform Tokyo release gives us even greater visibility and data-driven insights into automation deployments across the entire enterprise, so we can increase efficiencies and return on investment, enabling us to better communicate business benefits to our customers.”

“Data security and privacy are top concerns for organisations as they move more data into the cloud. An increase in cyberthreats and data privacy requirements are putting more of an emphasis on ensuring that sensitive data is protected,” said Jennifer Glenn, Research Director for IDC’s Security and Trust Group.

“ServiceNow Vault includes advanced data encryption and anonymisation capabilities that are designed to offer organisations greater flexibility and control over how they protect sensitive data within business-critical apps. This flexibility is essential for organisations that need to comply with privacy regulations, while still maintaining high levels of application performance.”