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Summary

Enterprise service management and workflow automation vendor ServiceNow has released the latest version of its Now Platform – New York. The release marks a major milestone for ServiceNow, especially in how new platform functionality enhances capabilities for the mobile workforce. The success of the ServiceNow platform stems from how well it supports enterprises in improving and automating important customer, IT, and business workflows, helping enterprises improve employee and customer experience, and better manage work. The New York release introduces new mobile-centric capabilities that Ovum believes will better position the platform as one that enables businesses to deliver against important digital workspace objectives.

ServiceNow's new mobile capabilities are focused on improving employee productivity

The New York release sees ServiceNow introduce two new mobile apps in Now Mobile and ServiceNow Onboarding. Now Mobile helps employees conduct work and find answers to common questions and issues, and not only those associated with IT queries, but HR, facilities, finance, and other departments too. ServiceNow Onboarding is the mobile "appification'" of an important digital workflow in employee onboarding.

This new mobile-centric approach from ServiceNow is positive, especially from a mobile productivity perspective. ServiceNow customers have been looking for the company to do more, both strategically and from a features perspective, when it comes to mobility. This is a step in the right direction, and at a crucial time considering there are other vendors, both in and away from the traditional realms of ITSM, also making serious efforts at getting in on the mobile workflows act. Now Mobile has real potential to help businesses improve traction and interest around self-service; something that is often challenging for many.

The mobile app also enables people to act on approvals across different integrated systems, including the likes of SAP and Workday. Being able to easily interact, via a single mobile app, with workflows that extend across different integrated systems and applications reduces the burden on employees having to manually navigate these systems and their different interfaces as the app consolidates the user experience across them all. Now Mobile also offers some interesting virtual agent capabilities when powered by machine learning. For example, via the chatbot, employees can take a picture of a business asset such as a laptop and create an incident or request solely off the context of that image – the employee doesn't need to manually enter details into a service portal. The potential here is interesting; in health and safety, for example, it could be possible to take a picture of an issue and then the severity of that issue can be better and more easily understood.

In the realms of workplace mobility, businesses have a real intent to mature beyond just reactive approaches (device-focused "how can we get visibility and secure what is out there"), to an approach that still embodies these needs around security and endpoint management, but is also more proactive and focused on productivity ("how can we enable and empower people to work better and more productively through mobility"). Mobile solutions like Now Mobile, especially when built on top of a rich data platform like the Now Platform, are a big help in supporting enterprises moving towards this state.

Appendix

Further reading

Ovum Market Radar: Employee Support Tools, ENS001-000066 (August 2019)

Author

Adam Holtby, Senior Analyst, Workspace Services

adam.holtby@ovum.com

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