Hundreds of additional, new AI capabilities
boost customer agility, enhance productivity, and improve employee
experiences
ServiceNow Now Assist GenAI portfolio expands
to new mission-critical Security Operations and Sourcing &
Procurement Operations functions
Now Assist integration with Microsoft Copilot
for Microsoft 365 meets employees where they work and collaborate
by offering a holistic, connected experience
ServiceNow (NYSE: NOW), the AI platform for business
transformation, today released its most comprehensive set of new AI
innovations with the Now Platform Xanadu release. The Xanadu
release features hundreds of additional, new AI capabilities to
boost customer agility, enhance productivity, and improve employee
experiences. It also expands the generative AI (GenAI) portfolio to
new mission-critical enterprise functions including Security
Operations and Sourcing & Procurement Operations. In addition,
the previously announced Now Assist integration with Microsoft
Copilot for Microsoft 365 is now generally available, meeting
employees where they work and collaborate by offering a
holistic, connected experience.
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According to Gartner®, $3 trillion will be spent on AI between
2023 and 2027, and by 2027, GenAI will represent 36% of total AI
Spending.1 As CEOs look for new vectors of growth, simplification,
and digitization, ServiceNow is already delivering differentiated
GenAI capabilities that will help streamline operations, maximize
productivity, and deliver world-class experiences to customers such
as American Honda Motor Company, Bayer, Boomi, Eaton, and Olam
Global Agri. In the company’s second quarter 2024 financial
results, Now Assist continued its run as ServiceNow’s fastest
growing new product set in company history, doubling net-new annual
contract value (NNACV) quarter-over-quarter.
“Our customers are hungry to put AI to work now and they want
more from their GenAI deployments—more productivity, more
personalization, more value,” said Jon Sigler, senior vice
president, Platform and AI at ServiceNow. “That’s why we are
laser-focused on delivering a complete, end-to-end platform
experience for our customers. The Xanadu release marks a
significant step forward for our GenAI roadmap, empowering
enterprises to quickly harness the potential of GenAI and drive
unprecedented business outcomes without hassle.”
Expanding Now Assist to new mission-critical enterprise
functions
With the Xanadu release, ServiceNow is significantly expanding
the breadth and depth of its GenAI offerings, bringing the power of
Now Assist to more areas of the enterprise with innovations that
multiply impact. This includes addressing critical enterprise needs
like security and threat management, where expediency can be the
difference in safeguarding IT environments. New Now Assist for
Security Operations (SecOps) is tailor-made to help enterprises
accelerate security incident response (SIR) workflows and
proactively manage threat exposure in real time.
- Now Assist for SecOps helps boost response times to more
quickly contain security threats. With Now Assist, SecOps teams can
transfer interactions with AI driven incident summarizations and
interactive Q&A to automatically prioritize and respond to each
security event. As a result, they can better scale incident
response protocols, accelerating the assessment, prioritization,
and response process for critical security threats.
ServiceNow is also bringing Now Assist to its Finance and Supply
Chain Workflows, available first for Sourcing and Procurement
Operations, with more GenAI capabilities to follow. According to
Gartner®, “GenAI can already enhance many different workflows in
procurement and 73% of procurement leaders at the start of the year
expected to adopt the technology by the end 2024.”2 Similarly,
ServiceNow sees immense opportunity for intelligent automation to
unify complicated and fragmented processes. Built to simplify these
processes, customers can use Now Assist to help expedite
procurement requests, improve compliance, gain better control of
enterprise spend, and drive tangible business value.
- Now Assist for Sourcing and Procurement Operations makes
the procurement intake process simple and seamless for submitting
requests, which can result in greater compliance and accuracy while
minimizing friction with fulfillment. Employees can initiate a
procurement request or access information through a conversational
prompt with Now Assist, removing the need to navigate complex
systems. It also lessens the burden on procurement and finance
teams by reducing the time it takes to receive, review, and
complete tasks, freeing up more of their day to focus on
higher-value work.
Boosting customer agility, enhancing productivity, and
improving employee experiences
ServiceNow continues to put customer agility at the forefront
with Now Assist Skill Kit, a new feature that unlocks the
development and deployment of custom GenAI skills and prompts.
Additionally, data visualization generation, chat and email reply
generation, change summarization, and LLM-based proactive prompts
are among the hundreds of new AI innovations in the Xanadu release.
These updates help improve IT productivity, break down
complexities, and enable easier internal collaboration, helping
employees work better and faster.
- Now Assist Skill Kit offers a pro-code experience for
partners and customers to create custom GenAI skills for their
specific business needs, as well as when they have a use case that
isn’t available yet out-of-the box with Now Assist. With Now Assist
Skill Kit, developers have an easy way to build, test, and deploy
new GenAI skills and their underlying prompts for an array of AI
use cases, including for developers building skills on ServiceNow.
It connects seamlessly to data and knowledge within the Now
Platform for enhanced context and accuracy and offers powerful
options for customization—whether customers want to choose Now LLMs
or want to incorporate third-party or custom LLMs.
- Data visualization generation, the first analytics
generation skill in Now Assist, helps teams more effectively
visualize data and make informed decisions quickly to reduce
bottlenecks and speed up response times. Data visualization
generation gives users the ability to get targeted insights from
their data using natural language prompts and add them to
interactive dashboards. Users can get fast insights without needing
to know anything about the underlying structure of their data.
- Chat and email reply generation reduces the time spent
on manual replies with AI-generated suggested responses and
revisions. Available within Agent Workplace, users can harness Now
Assist to help resolve issues even faster. The quick reply feature
uses GenAI to draft or edit emails for service agents, generating
context-aware details to cut down response times and help ensure
more effective communication, which is especially useful when
agents are managing mission-critical incidents.
- Change summarization, powered by Now Assist for IT
Service Management (ITSM), allows IT teams to summarize change
requests and assess related data quickly. This enables IT teams to
make more informed decisions about the impacts of a change,
improving agent productivity and decreasing cycle times while
minimizing risks.
- LLM-based proactive prompts, powered by Now Assist for
HR Service Delivery (HRSD), proactively engage employees and
managers with relevant and timely reminders to complete tasks like
approving a travel request, finishing mandatory training, or
submitting career goals. Now Assist for HRSD is designed to provide
a more streamlined work experience for employees, managers, and HR
teams. LLM-based proactive prompts further that mission, helping
managers and employees take necessary actions, all through
conversational, GenAI-enabled prompts in Virtual Agent.
Extending the possibilities of Now Assist through
partnerships
During Knowledge 2024, ServiceNow previewed an expanded
partnership with Microsoft to integrate the intelligence of
ServiceNow’s AI powered workflows with Copilot for Microsoft 365.
With the Xanadu release, ServiceNow is officially bringing that
functionality to customers, enabling new levels of employee
productivity and connected experiences.
- The Copilot for Microsoft 365 integration is now generally
available, bringing the power of Now Assist and Copilot for
Microsoft 365 into a unified, seamless experience for employees.
Copilot can hand off automated self-service employee tasks—such as
ordering a new laptop or asking about company policies—to Now
Assist in Microsoft Teams. Now Assist can then arm employees with
real-time responses and kick off workflows on their behalf.
Accelerating AI and data platform innovation for the GenAI
era
The Xanadu release cements ServiceNow’s GenAI leadership with
one of the most ambitious roadmaps in enterprise software today.
With GenAI embedded directly into the Now Platform, customers get
out-of-the-box intelligence with ServiceNow’s multimodal model—Now
AI—built and optimized to deliver actionable AI to every corner of
the enterprise. Earlier this year, ServiceNow also launched
Bring-Your-Own GenAI model, which allows customers to tailor their
AI‑driven transformation to their unique needs. This open approach
gives customers the choice and flexibility to use Now AI, their own
LLMs, or general purpose LLMs as they create more intuitive,
efficient, and seamless experiences on the ServiceNow platform.
In addition to extending the depth of its GenAI capabilities
with the Xanadu release, ServiceNow announced new data enhancements
to the Now Platform, unlocking value for customers with ultra-scale
and performance. New capabilities including the premium RaptorDB
high-performance database will deliver improvements in data
processing, enabling customers to better execute mission-critical
workflows across industries.
ServiceNow continues its strong commitment to secure,
responsible, and ethical AI—furthering AI innovation that augments
human capabilities and contributes positively to the world.
Internal processes and guardrails within the Now Platform bolster
security and reliability. This includes data encryption to
strengthen data confidentiality, secure communication channels,
pre-processing analysis, ongoing vulnerability scanning,
accuracy-checking, post-processing and response filtering, safety
detection, and policy compliance. ServiceNow also partners with
organizations like NVIDIA, Hugging Face, IBM, and others to foster
an open, transparent, and responsible AI ecosystem. For example, it
is a founding member of the AI Alliance, a group comprising
academia, research, science, and industry that is committed to
advancing open and responsible AI. ServiceNow has also integrated
with NVIDIA NIM to optimize the quality and performance of its Now
Assist generative AI services for faster and more accurate
responses, increasing the productivity for employees, customers,
and developers.
What our customers and partners are saying:
Eaton
"Technology is fundamental to our success in helping deliver
value for our customers so they can tackle some of the most
critical power management initiatives across the world,” said Sunil
Tulyani, service management platform leader at Eaton. “For the last
century, Eaton has been dedicated to helping our customers manage
power more reliably, efficiently, safely, and sustainably. In the
new era of AI, our ability to drive efficiencies and solve
challenges with technology has never been greater. We look forward
to leveraging the power of GenAI, with the help of ServiceNow Now
Assist, to increase productivity across our entire organization and
to make it easier for teams to get the answers they need when they
need them."
Boomi
“Our core mission at Boomi is to simplify the complexity of
connecting applications and business processes for our customers,”
said Arlen Shenkman, president at Boomi. “Layering GenAI across our
customer experiences is the next step in reducing complexity even
further, speeding up time to resolution and delivering a fantastic
service experience. With the Now Platform and ServiceNow’s
AI‑powered TPSM offering, we’re working to transform customer
support and expand self‑service. Now Assist for CSM will further
help us ensure that our customers receive a simplified, efficient
customer experience.”
Olam Global Agri
"Olam’s goal is to adopt AI to bring new value to our
organization,” said Shivram Ramakrishnan, CDIO & senior vice
president at Olam Global Agri. “With ServiceNow’s GenAI solutions,
we’ve developed a cash flow model to predict when a customer will
pay us so we can better manage our cash position. We’re using GenAI
in our procurement process to understand the various quotes
provided by our suppliers, and to be able to generate scripts for
our buyers in their negotiations. We’re excited for the Now Assist
for F&SCW solution as part of the Xanadu release, a GenAI
solution built specifically for finance and procurement teams,
which will help unlock new efficiency for employees and create a
more resilient supply chain."
Availability
- All GenAI features announced today are generally available and
can be found in the ServiceNow Store.
Additional Information
- Read about additional news from ServiceNow today:
- ServiceNow announced its vision to integrate Agentic AI into
the ServiceNow platform to power 24/7 productivity at massive scale
with AI agents.
- ServiceNow unveiled new data enhancement capabilities to unlock
value with ultra-scale and performance.
- ServiceNow expanded its industry footprint with purpose-built
AI solutions for telecommunications, media, and technology;
financial services; public sector; and retail companies.
- ServiceNow released additional capabilities designed to boost
collaboration and efficiency for developers, IT teams, and
employees.
1
Gartner, IT Spending Forecast,
3Q23 Update: The Impact of GenAI, By John Lovelock, Chrissy Healey,
Errol Rasit, Alys Woodward, 17 October 2023.
https://webinar.gartner.com/540525/agenda/session/1223155?login=ML
2
Gartner Press Release, “Gartner
Says Generative AI for Procurement Has Hit Peak of Inflated
Expectations,” July 25, 2024.
https://www.gartner.com/en/newsroom/press-releases/2024-07-25-gartner-says-generative-ai-for-procurement-has-hit-peak-of-inflated-expectations
GARTNER is a registered trademark and
service mark of Gartner, Inc. and/or its affiliates in the U.S. and
internationally and is used herein with permission. All rights
reserved.
About ServiceNow
ServiceNow (NYSE: NOW) is putting AI to work for people. We move
with the pace of innovation to help customers transform
organizations across every industry while upholding a trustworthy,
human centered approach to deploying our products and services at
scale. Our AI platform for business transformation connects people,
processes, data, and devices to increase productivity and maximize
business outcomes. For more information, visit:
www.servicenow.com.
Forward Looking Statements
This press release contains “forward looking statements” about
the expectations, beliefs, plans, and intentions relating to its
innovations announced with the Now Platform Xanadu release. Such
statements include statements regarding future product capabilities
and offerings and expected benefits to ServiceNow. Forward-looking
statements are subject to known and unknown risks and uncertainties
and are based on potentially inaccurate assumptions that could
cause actual results to differ materially from those expected or
implied by the forward-looking statements. If any such risks or
uncertainties materialize or if any of the assumptions prove
incorrect, ServiceNow’s results could differ materially from the
results expressed or implied by the forward-looking statements
made. ServiceNow undertakes no obligation, and does not intend, to
update the forward-looking statements. Factors that may cause
actual results to differ materially from those in any
forward-looking statements include: (i) delays and unexpected
difficulties and expenses in executing the product capabilities and
offerings, (ii) changes in the regulatory landscape related to AI
and (iii) uncertainty as to whether sales will justify the
investments in the product capabilities and offerings. Further
information on factors that could affect ServiceNow’s financial and
other results is included in the filings ServiceNow makes with the
Securities and Exchange Commission from time to time.
© 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the
ServiceNow logo, Now, and other ServiceNow marks are trademarks
and/or registered trademarks of ServiceNow, Inc. in the United
States and/or other countries. Other company names, product names,
and logos may be trademarks of the respective companies with which
they are associated.
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version on businesswire.com: https://www.businesswire.com/news/home/20240910730948/en/
Media Contact Jacqueline Velasco 408-561-1937
press@servicenow.com
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