ServiceNow recently announced its most comprehensive set of new AI innovations with the recent Now Platform Xanadu.
This release delivers hundreds of new AI capabilities, expanded partnerships, innovative industry solutions, and ServiceNow AI agents—all designed to empower businesses to become more productive.
Jon Sigler, senior vice president, Platform and AI di ServiceNow
Our customers are eager to put AI to work and want more from their GenAI implementations: more productivity, more personalization, more value.
That’s why we’re focused on providing a complete end-to-end platform experience for our customers. The release of Xanadu marks a significant step forward for our GenAI roadmap, enabling companies to quickly unlock the potential of GenAI and achieve seamless business outcomes.
ServiceNow to Unlock 24/7 Productivity at Scale with AI Agents
ServiceNow has announced its plans to Agentic AI integration in the ServiceNow platform and unlock productivity at scale across use cases including IT, customer service, procurement, HR, software development, and more. This approach puts AI at the service of people, redefining how AI agents collaborate with employees and customers.
By leveraging advanced analytics and cross-enterprise data across the Now Platform, ServiceNow AI agents evolve from a prompt-based approach to deep contextual understanding, keeping people informed and driving governance. Available in November, the first use cases for ServiceNow AI agents Customer Service Management (CSM) and IT Service Management (ITSM) AI agents will reduce mean time to resolution and make live agents more productive.
Expand Now Assist for new mission-critical business functions
With the Xanadu release, ServiceNow addresses critical business needs such as security and threat management.
Assist for Security Operations (SecOps) helps reduce response times to contain security threats faster. With Now Assisti team SecOps can enrich interactions with AI-powered incident summaries, leveraging interactive questions and answers to automatically prioritize and respond to each security event.
ServiceNow is also introducing Now Assist into its finance and supply chain workflows. Now Assist for Sourcing and Procurement Operations makes the procurement process simple and seamless. Employees can initiate a procurement request or access information through a conversational prompt with Now Assist, eliminating the need to navigate complex systems.
Increase customer agility, boost productivity and improve employee experience
ServiceNow continues to put customer agility at the forefront with Now Assist Skill Kita new feature that unlocks the development and implementation of custom GenAI skills and prompts. The data visualization generation, chat and email response generation, change summary, and LLM-based proactive prompts help improve productivity. They cut through complexity, facilitate internal collaboration, and help employees work smarter and faster.
Now Assist Skill Kit provides a professional coding experience for partners and customers to build GenAI skills customized for their specific needs. Skill Kit connects to data within the Now Platform to improve context and accuracy and offers powerful customization options, whether customers choose Now LLMs or want to incorporate LLM third-party or customized.
Data visualization generation helps teams visualize data more effectively and make informed decisions quickly to reduce bottlenecks and speed up response times. Plus, chat and email response generation reduces time spent on manual responses with suggested replies and AI-powered revisions.
The summary of changes, based on Now Assist for IT Service Management (ITSM), enables IT teams to summarize change requests and evaluate related data to quickly make more informed decisions, improving agent productivity and reducing response times.
Analogously, i prompt proactive basati su LLM, basati su Now Assist for HR Service Delivery (HRSD), engage employees and managers with relevant and timely reminders to complete tasks.
Extending the possibilities of Now Assist
During Knowledge 2024, ServiceNow previewed an expanded partnership with Microsoft to integrate ServiceNow AI-powered workflow intelligence with Copilot for Microsoft 365. With the release of Xanadu, ServiceNow is officially bringing this capability to customers, enabling new levels of employee productivity and connected experiences. The Copilot for Microsoft 365 integration is now generally available.
The expansion of Now Assist into ServiceNow’s industry offering brings the industry-leading GenAI capabilities of the Now Platform to telecommunications, media and technology, financial services, public sector organizations, and more. With Now Assist for Telecom, Media, and Technology (TMT), Now Assist for Financial Services Operations (FSO), and Now Assist for Public Sector Digital Services (PSDS), organizations across all industries can easily understand and quickly resolve issues and requests, improving the customer and agent experience.
Platform innovations increase productivity
The Xanadu version helps customers foster an innovative and connected work environment, for example by strengthening collaboration among developers, to create applications faster.
The integrated development environment (IDE) lets you leverage the power of tools to quickly create and modify ServiceNow apps in minutes.
Boosting productivity and operational resilience
Enterprise Architecture, an expansion of the ‘Application Portfolio Management (APM) di ServiceNowhelps organizations streamline all aspects of their operations to reduce costs, risks, and redundancies. It drives greater alignment between IT teams and the strategic goals of the business.
The redefined approach to AIOps, in IT Operations Management (ITOM), helps IT teams using Event Management ad enrich, group and forward alerts more effectively and better understand impact through mapped visualization.
Service Reliability Management for ITOM accelerates the resolution of application issues or outages by providing clear visibility into the performance of an organization’s technical services.
In addition to the Xanadu release, ServiceNow also announced powerful data enhancements to unlock value with ultra-scalability and performance. New capabilities include high-performance database RaptorDB Pro, for up to 53% faster transaction times, 27x faster report extraction, analytics and visualizations with a 3x increase in transactional throughput across workflows, so customers can support more users and more workflows on their ServiceNow instances.