ServiceNow has taken off from New York and landed in Orlando. While the New York release highlighted the Now Mobile application and features like the guided app creator and integration hub, ServiceNow Orlando release dives deeper into the world of AI and analytics.  

The most exciting part of the New York release was the Natural Language Understanding (NLU) model builder, a major boost to machine learning.  By feeding the system sample sentences and phrases specific to your organization and helping it understand word meanings and contexts, you can train the system to better recognize user statements in conversations. New York’s successor, ServiceNow Orlando, takes this a step further with features such as the ability to clone an NLU model and import common entities. And the best part is it requires no coding experience.  

Armed with ServiceNow Orlando release features, enterprises can harness the power of AI to work smarter and make informed business decisions. From updates to predictive intelligence, mobile onboarding and HR service delivery, here are the top Orlando release highlights that are set to revamp your business. 

1. Now Intelligence

The AI engine behind Now intelligence helps predict issues and automates action through analytics, which in turn improves speed and efficiency of the incident or problem cycle. Metrics and visualizations generated through this feature help enterprises make informed decisions. Now Intelligence analytics can understand and respond to employees’ questions in natural language but with limited access. 

2. Workspace at your fingertips 

Now Mobile application, a key feature of the New York release, is now further enhanced. The feature promises increased efficiency of on-the-go work with mobile dashboards and powerful new workspaces allowing agents to access everything they need simply with a tap on their phone screen. 

3. Virtual agent Notifications

ServiceNow Orlando release highlights its virtual agent notifications feature, which delivers real time updates to employees and can proactively send information for critical decisions or flag them on work messaging apps such as Microsoft Teams or Slack. 

4. Enchanced Predictive Intelligence

ServiceNow has also updated its predictive intelligence, the AI/ML-based request processor, which reduces error rates and time taken for resolution. Among the updates is out-of-the-box machine learning, which automatically clusters groups to quickly understand what each group of record represents. These enhancements also help in improving outcomes in search results. ServiceNow Orlando release supports TF-IDF-based (term frequency-inverse document frequency) classification in addition to existing word embedding-based classification. TF-IDF-based classification would expedite time taken to resolve requests. 

5. Now Platform CI/CD

Developers can now leverage Continuous Integration/Continuous Deployment and indulge in innovation with agility to meet the demands of current users. This also helps scale new highs with growing complexity of business objectives and KPIs. 

6. Mobile upgrades

Users can personalize mobile applications for their enterprises, secure official data on personal devices, choose to grant access to data and use mobile analytics to learn user behavior. Such upgrades can also help simplify everyday mobile experiences. 

7. Common service data model 2.0

All data from the CMDB converges at one place so integrating your data with CMDB data is a breeze. This allows for prescriptive guidance for CMDB class and relationship models. Further, this upgrade allows users to accelerate third-party data integration and improves the data quality in CMDB. 

8. Virtual agent chatbots for GRC

Chatbots allow users to monitor requests from Service Portals. The questions are identified and responses quickly delivered. These chatbots can also select an intelligent assistant directly from the Service Portal. ServiceNow Orlando release features both quantitative and qualitative advance risk assessments. 

9. HR Service Delivery

The employee workflow distributes important information through the right channels and to the right people and answers questions quickly with a context-aware virtual agent on every screen. The upgrades include an employee-friendly view, labels for upcoming tasks and activities and the ability to sequence activities in a set task with an option for dependencies. Further, automation of OKTA assignments with configurable rules is now possible with the option of configuring role-based entitlement to OKTA access. 

10. Easy Upgrade

Automated Test Framework enhancements allows faster upgrade by automating the manual tests. The also comes with a Personalized Product Release Notes for Cross Family Upgrades. The HI Upgrade Wizard and HI Upgrade Assist, reduces time to upgrade with step-by-step guidance and assist customers on the right upgrade path using easy to follow navigation.

With Orlando, ServiceNow has surpassed its London and New York releases by boosting its AI and ML features and enhancing user experience. The platform sets enterprises up for success and ensures they are a step ahead in highly competitive markets.  

 

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Mary Radjou