As Elite partners of ServiceNow, we were excited to be part of Now At Work London as a Gold sponsor.
A great opportunity to catch up with Devoteam clients and meet new faces, there was a real buzz in the air throughout. We’ve captured some of the key topics that had everyone talking.
Take away – 1 – New York Release overall
Having just been released in September, the latest ServiceNow release – New York – was the main focus.
The scope of the release is impressive – with over 600 innovations included. The upgrade process itself is faster than ever, with greater speed for patch upgrades also. In addition, ServiceNow have added more workspaces (agent interfaces) for first line service desk agents.
Take away – 2 – Workflows
The New York release includes significant updates and improvements to the OOTB IT, Customer and Employee Workflows.
The IT Workflow has been improved as part of the workspace upgrade and there is a new work space for operators.
The changes to the Customer Workflow mean that customer service operations staff can be more proactive as its easier to monitor customer services and identify and fix issues quicker.
The improvements to the Employee Workflow means that a whole host of tasks can be handled through ServiceNow with the new Mobile Onboarding app revolutionising how a new starter is given and completes tasks – more on this in Take Away 4!
Take away – 3 – Mobile Apps
The main buzz at the event was all around Mobile – and the benefits of bringing ‘consumer grade mobility’ to all three ServiceNow apps. This is no surprise as the next two ServiceNow releases will also focus heavily on mobile.
The brand new Now Mobile App has replaced Now Classic representing a huge leap forward in mobile capability, enabling users to submit submit incidents and requests, manage tasks, and access company resources from anywhere – perfect for today’s flexible workforce.
The 3rd addition to the suite is the Project Status app. This allows you to view the status and status reports of your projects via the app. It’s easy to view important project information on risks, decisions to be made and the budget. The app promotes visibility and collaboration across the project team – you can receive notifications when project status changes, add notes or comments as the project progresses.
Take away – 4 – HR at the heart of the strategy
HR and specifically onboarding are a clear ongoing focus for ServiceNow.
The new Mobile Onboarding app for those with the ServiceNow HR module means new starters can be sent and complete tasks straight on their mobiles. The range of tasks that can be done on a device is awesome – anything from taking their employee badge photo, signing electronic documents, confirming the receipt of a new laptop or completing of Health and Safety inductions or training. This means a smoother onboarding process for the new starter and improved management, visibility and tracking of tasks issued and completed for the business.
Automated workflows give the newcomer greater control and the self service approach saves the HR department time. L’Oreal testimony in Paris was impressive, especially their use of the advanced RH modules.
Takeaway – 5 – Applets & Mobile Studio
Something we’re really excited about at Devoteam is building custom Applets via the Mobile Studio and the ability to build your own or customise applets to suit your organisation’s needs. There are a range of templates available to create your applet with each consisting of several screens (depending on the applet) The screens have have configurable components, conditional formatting, sorting order, and filters.
We’ve just completed work on a custom applet for a client – so watch this space for a case study coming soon!!
If you are looking to get the value from your ServiceNow instance, get in touch to find out how Devoteam can help
