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Summary

At its recent annual Knowledge conference in Las Vegas, ServiceNow formally launched its new brand and announced a variety of new platform capability enhancements aimed at redefining the company as one capable of supporting businesses in embracing and realizing value from the future of work. The company shared a new purpose, one of making the world of work work better for people. Key to this approach is offering a platform and services that support organizations in understanding how technology is transforming the way in which people work, and helping them to work more productively through using this technology.

Supporting the future workplace by putting people over technology

When it comes to modernizing the workplace, organizations are attempting to understand and manage a variety of different priorities. Improving employee productive is a priority, as is enabling a more mobile and flexible workforce. New employee demands are presenting organizations with both challenges and opportunities to transform the workplace, and organizations will need talent and the support of new practices and technologies to realize value from this opportunity. The ServiceNow platform now offers a comprehensive set of capabilities that can help employees across different business functions work more collaboratively and productively, and can therefore enable business-wide value. Through the rebranding, which was formally launched at Knowledge18, ServiceNow is aiming to better position and communicate its platform as one of value not only to IT teams, but also to the broader workforce. ServiceNow is keen to be positioned as a technology partner that organizations look to when embarking on a broader workplace modernization effort that involves multiple different functions.

Notable new capabilities announced by ServiceNow at Knowledge18 relating to workplace modernization include a new agent workspace that enables administrators to undertake work more effectively. This is encouraging, because it has been developed to help IT fulfillers work more productively and via a single contextualized interface. New native mobile capabilities that will enable customers to deliver out-of-the-box mobile service experiences were also announced. These mobility capability enhancements improve how employees can use ServiceNow via mobile devices. Recent Ovum Survey data about the priorities organizations are attaching to workspace investments shows that enabling a more mobile workforce is a key objective, so ServiceNow's improved mobility capabilities are encouraging.

Appendix

Further reading

Enterprise Insights: Why Mobility Is a Vital Digital Workspace Component, ENS001-000020 (April, 2018)

Author

Adam Holtby, Senior Analyst, Workspace Services

adam.holtby@ovum.com

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