How ServiceNow brings intelligence to every corner of the business

The business challenges organizations face today are enormous: increased efficiency, lower costs, supply chain resilience, revenue growth, talent retention, and digital fragmentation. A modern enterprise needs an adaptable operating model to support its business goals.

This requires a range of data, analytical, and AI capabilities to reach the desired business outcomes-from simple to cutting edge. An operating model running on an intelligent platform can help organizations address enterprisewide issues such as user experience, process, workflow speed, and decision-making agility.

By bringing intelligence into every corner of the business, the ServiceNow platform delivers actionable insights to help ServiceNow run leaner, more efficient business operations focused on goals and outcomes, and offer better customer and employee experiences.

The platform merges intelligence capabilities such as analytics, process mining, machine learning, AI and generative AI, recommendations, automation tools, and smart dashboards to propel our business forward. The ServiceNow platform provides intelligence in three areas to continuously drive improvement across the enterprise: experience, speed, and decisions.

Experience

Information needs to be constantly exchanged between ServiceNow and its customers, partners, and employees. When a customer has an issue to resolve, intelligence can help produce a great experience in three ways. The customer can:

• Use AI Search on Now Support to find the information needed as efficiently as possible.

• Ask the Virtual Agent for assistance. AI recommends actions based on the information received using a higher level of intelligence.

• Get personalized recommendations based on the request. AI suggests the next best action based on past actions, using a more sophisticated version of intelligence.

Behind the scenes, experience affects multiple processes or workflows, such as order creation, order fulfillment, and the customer feedback process. By applying intelligence to these workflows, the business can accelerate the process outcomes.

Speed

Intelligent capabilities are also useful in identifying process improvement across functions. Take the example of a recurring incident. The ServiceNow platform can be used to look holistically at all incidents, bottlenecks, or inefficiencies and deliver the information needed to optimize the workflow:

• Performance Analytics offers a window to see what happened, what is happening, and what should happen. An Analytics Hub displays the data needed to prioritize the work to be assigned to a service owner in Service Operations Workspace.

• Process mining can be used to identify how long a process is taking and recommend the actions needed to reduce the mean time to response (MTTR).

• Automation Discovery identifies opportunities for process enhancements, such as robotic process automation (RPA) to automate tasks, machine learning to customize solutions, and generative AI to automate and speed up processes. AI can calculate hours saved when automation is added to a workflow.

• Generative AI is the next step in intelligence. By automatically summarizing and generating content in a meaningful and seamless way, it can make processes more efficient and propel business outcomes forward much faster.
  

Decisions

It's relatively simple to improve one process within one function. Where businesses often struggle is in gaining agility from a complex web of processes spread across the enterprise. The ServiceNow platform simplifies this by supplying intelligence where it's needed. This means increasing visibility in a way that strengthens decision-making across the company, from the CEO to senior business leaders to managers to employees.

Creating an agile environment for decision-making relies on a series of connected dashboards that encourage visibility and clarify accountability:

• CEO Dashboard displays information critical to reaching business goals.

• C-suite dashboards display operational information relevant to a particular function and align to the functional goals.

• Team workspaces display information that recommends next best actions within a team, ensuring they align to organizational goals.

These real-time, connected dashboards give employees actionable intelligence in three main areas: speed, productivity, and risk. Users can see information about what happened, what is happening, and what could be happening-in the form of predictions. When generative AI is layered into dashboards, the platform can tell us what's wrong in our operations and recommend actions to share this information throughout that function.

Intelligence as part of transformation

Customer and employee workflows offer a wealth of data. Because the ServiceNow platform is built on a single data model, any operating model can run on top of either services or existing applications in the company. The data remains actionable because the same data is shared at all levels across the enterprise.

By bringing the same data in context to all corners of the enterprise, an intelligent platform can facilitate self-learning, leading to a self-optimized operating model that supports an organization's business goals. The platform enables the transparency and accountability needed to improve experiences and enhance agility. The result is a more predictable future where any business can pivot quickly as business imperatives change.

Put AI to work to bring intelligence to every corner of your business.

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