In a significant move to enhance its artificial intelligence (AI) offerings, ServiceNow has introduced the Now Platform Xanadu, featuring hundreds of new capabilities tailored for various business functions including IT, customer service, human resources, and procurement. This update, which was announced on September 11, 2024, reflects a growing trend among organizations to leverage AI for increased productivity and operational efficiency.
Jon Sigler, ServiceNow’s Senior Vice President for Platform and AI, emphasizes the urgency behind this expansion. He notes, “Our customers are hungry to put AI to work now and they want more from their GenAI deployments—more productivity, more personalisation, more value.” This demand aligns with the current market push towards innovative technologies that can streamline processes and improve user experiences.
Central to the Xanadu release are the ServiceNow AI Agents, designed to operate on a vast scale, enabling seamless collaboration between AI and human workers. This initiative not only aims to redefine operational efficiency but also targets critical service improvement metrics. The launch of AI Agents for Customer Service Management (CSM) and IT Service Management (ITSM) is imminent, with deployments set for November. By enhancing mean-time-to-resolution and boosting live agents’ productivity, these agents promise to deliver measurable benefits.
One of the standout features of the Xanadu platform is the Now Assist for Security Operations (SecOps). This tool enhances response times to security threats by employing AI-driven incident summarization and a dynamic question-and-answer format. The goal is to prioritize security events effectively, aiding organizations in navigating the increasingly complex landscape of cybersecurity threats. Additionally, the Now Assist capability is expanding into Finance and Supply Chain workflows, particularly focused on Sourcing and Procurement Operations to improve overall procurement processes.
The flexibility provided by the Now Assist Skill Kit is notable. This tool enables the development and deployment of custom generative AI skills. By incorporating features such as data visualization and LLM-based proactive prompts, companies can tailor the AI’s functionality to their specific operational needs. This is particularly advantageous for organizations requiring complex, pro-code experiences tailored to individual business contexts.
ServiceNow is also exploring broader integrations, such as its partnership with Microsoft. The integration with Microsoft 365’s Copilot aims to significantly boost employee productivity by offering more interconnected experiences across various workflows. This collaboration highlights the importance of leveraging existing tools and technologies to maximize the efficacy of AI solutions.
Various industries will benefit from the new AI capabilities, including special solutions for telecommunications, media, technology, financial services, and the public sector. Particularly noteworthy is ServiceNow’s enhanced focus on the retail sector, which includes the launch of Retail Operations and Retail Service Management. This development is designed to unify in-store and online customer experiences, illustrating a strategic commitment to providing comprehensive support for retailers navigating digital transformation.
The Xanadu release goes beyond individual features to encompass platform-wide enhancements aimed at driving innovation. The introduction of an integrated development environment (IDE) accelerates the creation and modification of applications, which is crucial for businesses aiming to stay agile in a competitive market. Furthermore, expanded Enterprise Architecture capabilities help align IT operations with overarching business goals, illustrating ServiceNow’s intent to foster a more collaborative and outcomes-driven environment.
Within the IT Operations Management (ITOM) domain, new AIOps features enable teams to group and escalate alerts, providing clearer visibility into the impact of incidents through detailed visual mapping. This not only enhances the operational readiness of IT teams but also supports better decision-making regarding resource allocation and strategic responses.
ServiceNow’s focus on user experience is reflected in its enhanced Guided Self-Service feature in the Employee Center. This new interactive tool simplifies the process for employees seeking assistance across departments like IT and HR, thereby improving overall organizational efficiency.
Support for the new capabilities has been enthusiastic among ServiceNow’s customer base. For instance, Sunil Tulyani from Eaton emphasized the transformative potential of generative AI in enhancing productivity. Similarly, Hena Jalil of BT Group cited the positive impact of Now Assist pilots in boosting agent productivity, illustrating real-world implications of these advancements.
Most of the new generative AI features in the Xanadu release are already available, with further enhancements planned for rollout through 2025. This strategic pace of innovation demonstrates ServiceNow’s commitment to continually advancing business productivity through cutting-edge technology solutions.
In conclusion, with the launch of Now Platform Xanadu, ServiceNow is setting a new standard in AI capabilities. The integration of advanced tools across various sectors not only addresses current customer demands but also paves the way for organizations to leverage technology for future growth and efficiency.
