Experience better administrative procedures: ServiceNow introduces new tools

At its in-house Knowledge 22 conference, ServiceNow will present the new Service Operations Workspace app as part of its cloud computing platform. The tool aims to combine tasks from the areas of Information Technology Service Management (ITSM) and Information Technology Operations Management (ITOM) on a shared configurable work surface.

Traditionally, ITSM and ITOM teams use different applications to accomplish their tasks—but, for example, if there is an operational issue affecting a customer’s user experience, the roles of the departments overlap.

With a Service Operations workspace, teams should be able to view these issues from a common perspective so they can solve them faster. The application also aims to provide an overview of orders, outages, service announcements and appointments in order to be able to prioritize work based on SLAs and their urgency. The Service Operations workspace is scheduled to be available in the ServiceNow Store in June 2022.

Improving administrative processes

With public sector digital services, ServiceNow provides a digital basis for tasks in the public sector to improve the “customer experience” when dealing with authorities. The app includes pre-made data models and workflows designed specifically for the public sector. It is designed to replace and simplify tedious manual processes that are often based on legacy systems. In addition to faster processing, the goal is also more transparency regarding order status.

In addition, there is the Application Engine Management Center (AEMC), which is used to centrally manage all aspects of low-code application development for applications on the Now platform. Administrators can put the Guidelines and apply standards that check compliance with the Guidelines in a central location. The App Engine Admin Center and Public Sector Digital Services are now available on the ServiceNow Store. The European Branch of Knowledge 22 was held on May 11 and 12 in The Hague.

(fu)