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Accenture and LIKE.TG reimagine the future of business
Accenture and LIKE.TG’s new partnership accelerates digital transformation and time to value for customers.Today’s business environment demands digitization. Specifically, digital workflows that transform how employees work, how customers receive service, and how work, well, flows.That’s because in the COVID-19 era, organizations are under pressure to innovate faster, reduce costs, improve productivity, and meet their customers’ needs. These are critical factors to maintaining business continuity in the face of uncertainty.When I talk to our customers, though, many are quick to admit they can’t scale their digital transformation ambitions alone. They need to pull in the expertise of our ecosystem of strategic partners to drive successful implementations and outcomes.Today LIKE.TG and Accenture announced the Accenture LIKE.TG Business Group, a new way for private and public sector customers to accelerate their digital transformation. We’re one of only a handful of technology companies with which Accenture has chosen to create this type of business group. It’s indicative of the growth that Accenture has seen with their LIKE.TG practice.
The multi-million-dollar investment LIKE.TG is also making in this business group over the next five years shows how committed we are to our customers’ continued success. We see the Accenture LIKE.TG Business Group as a way to help speed the digital transformation journeys of our customers so they can benefit even faster from productivity improvements, greater customer loyalty, and new innovations.While COVID-19 has accelerated digital transformation, there’s still plenty of work to do, according to The Work Survey, a global research study by LIKE.TG in conjunction with Wakefield Research. We found that 91 percent of executives admit they still use offline workflows to handle document approvals, security incident reports, technology support requests, and more. The lack of a fully integrated system to digitize and manage work is slowing down and complicating the practices of too many organizations around the world.
Digital workflows will lead the way forward. The Accenture LIKE.TG Business Group will deliver industry- and domain-specific solutions and services to our customers. Together, Accenture and LIKE.TG will initially help accelerate digital transformation programs for customers in telecom, financial services, government, manufacturing, healthcare, and life sciences. We will innovate across employee engagement, customer service and operations, artificial intelligence for IT operations, and security and risk. Clients will also benefit from the Accenture ecosystem, which includes some 8,500 skilled LIKE.TG practitioners.In this unprecedented environment, enterprises are under pressure to capture value from their technology investments while delivering transformative customer and employee experiences. I’m excited to continue our work with Accenture to help customers across industries, markets, and regions solve once-in-a-generation challenges, navigate unexpected disruptions, and reimagine the future of their businesses.Use of Forward-Looking Statements
Welcome to the Quebec release!
The COVID-19 pandemic accelerated digital transformation, forcing companies to adjust how and where they work. With today’s introduction of the Now Platform Quebec release, LIKE.TG is delivering new innovations to help businesses power through the pandemic and thrive in the new era of distributed work.Leading the low-code revolutionGartner predicts: “By 2024, low-code application development will be responsible for more than 65% of application development activity.”* Our new Creator Workflows empower every employee to innovate at scale using low-code tools. Notably:
App Engine Studio accelerates app development at scale with a fast, intuitive and guided low-code visual development environment that empowers people with no coding experience to collaborate and build applications.
App Engine Templates give teams access to pre-built workflow templates so citizen developers can get a head start and build apps even faster without having to start from scratch.
Using App Engine, the City of Los Angeles was able to design, build, and launch a custom COVID-19 testing app in just 72 hours. In Memphis, TN, St. Jude Children’s Research Hospital is using App Engine to build custom, end-to-end workflows that help deliver critical services to pediatric patients and citizens at scale. These are great examples of the many organizations solving everyday business challenges using Creator Workflows.Machine learning and native AI solutionsThe Now Platform Quebec release brings powerful new AI capabilities that empower employees to work smarter and simpler from anywhere, so they can focus on strategic tasks that deliver meaning for them and value for the organization. Here are just a few examples:
ITOM Predictive AIOps predicts IT issues before they become problems and helps organizations automate resolutions.
AI Search delivers a consumer-grade search experience for employees and customers, giving people the personalized, relevant, and actionable information they need right from their search window in service portals, on mobile, and via Virtual Agent.
Virtual Agen t enhancements accelerate time to value with guided setup and topic recommendations. Now organizations can speed incident resolution with end-to-end, AI-powered conversational experiences.
These new AI capabilities came from our acquisitions of Loom Systems and Attivio. We incorporated this tech into the Quebec release, further extending the Now Platform's integrated AI capabilities and accelerating digital transformation by amplifying human creativity, productivity and innovation.Efficient ways of workingOn the employee service delivery front, Universal Request (HRSD, WSD, ITSM) enables agents to collaborate and transfer tickets across departments in a way that’s transparent to the employee.We also have two great HR Service Delivery features in Quebec. Listening Posts helps organizations capture feedback surveys immediately. This enables managers to identify potential improvements, resulting in better employee experience. Our Journey Accelerator stimulates productivity by enabling managers to create consistent, personalized development plans for their employees.Finally, Space Mapping is a Workplace Service Delivery app that provides an interactive floor map and wayfinding experience, powered by an integration with Mappedin. Employees and visitors can use wayfinding to easily navigate to meeting rooms, amenities, and workspaces.Better customer experiencesThe Now Platform Quebec Release includes a number of important enhancements to our Customer Service Management (CSM) suite. For example, Engagement Messenger powers advanced customer engagement on third-party sites, including service catalogs, knowledge bases, case management, appointment booking and much more.This is the modern, scalable way to engage customers and service their requests. Benefits include higher case deflection rates, reduced TCO and improved customer satisfaction.On the same theme, Mobile Messaging Channels empowers agent to connect with customers using their preferred messaging channels, which tends to boost CSAT and reduce resolution time.Finally, UI Builder (for CSM and App Engine) enables design and editing of pages for Workspace and portal experiences. Now companies can create variations of a page for different customer audiences based on specific user criteria.Resiliency tools for the modern enterpriseResilience is a key factor in business performance. BCG research has found that resilient companies outperform non-resilient enterprises by a factor of three.Quebec features innovative tools to help IT pros manage risk and boost resilience. Site Reliability Operations is a new IT Operations Management feature that empowers IT with microservice visibility across teams, in one workspace, in minutes. IT gets improved observability, incident response, and planning with reliability metrics at their fingertips. In a nutshell, they’re empowered to embrace modern operations practices.Resilience is crucial for all enterprise functions, not just IT. Operational Resilience Management (for Governance, Risk and Compliance) provides a cross-functional, interactive workspace that allows organizations and stakeholders to see the status of plans, risks, and controls across the five pillars of resilience: Technology, facilities, people, suppliers, and processes.No business can achieve resilience without careful planning. Our new Roadmap Planning tool (for IT Business Management) provides a lightweight UI designed specifically for high-level planning. Users can change a plan by simply dragging and dropping bars in the tool. Strategic conversations benefit from the ability to group and color work by any attribute and expose different metrics on each bar.We look forward to partnering with our customers as they bring Quebec to life. And we’re already hard at work on the next Now Platform release, which will deliver more intelligent workflows that provide even better experiences for customers and employees.*Gartner, Top 10 Application Predictions Through 2025, 12 May 2020
New LIKE.TG industry solutions strengthen operations and drive growth
This week marks one year since LIKE.TG sent employees home to shelter in place. During that year, the world changed and the demands and expectations of our customers forever changed with it. I’m proud that LIKE.TG was there to help our customers survive and thrive. From keeping work flowing while people sheltered in place to helping streamline the vaccine management process, we’re committed to providing organizations across sectors the solutions they need to help overcome the challenges of the COVID era.Throughout the pandemic, I’m proud that LIKE.TG has increased its pace of innovation, introducing new digital tools and solutions, including for the telecommunications and financial services industries, with the tools to meet customers’ rapidly evolving needs.Building on that foundation, today we introduced theNow Platform® Quebec release, which includes new industry solutions and applications – among them one of LIKE.TG’s first purpose-built solutions for healthcare providers. The new industry solutions in the Quebec release help organizations in the telecommunications, financial services, and healthcare industries innovate quickly, be more agile, and operate more productively within a new world of work hastened by COVID.Streamlining Order Management in TelecommunicationsToday, we rely on service providers to stay connected to colleagues, friends, and loved ones. This presents a huge opportunity for providers to capitalize on the promise of new digital revenue streams and partnerships, and drive cost efficiencies with existing services and operations. But providers need a fresh approach to order management to keep up with the requirements and consumer expectations of launching new services quickly.Traditional order management systems aren't integrated to service assurance systems, making it difficult for contact center agents, network operations employees, and customers to get a clear picture of order status and service health. This drives up costs and slows time to market.Today, LIKE.TG releasedOrder Management for Telecommunicationsto address the urgent need to streamline order management and support a new wave of digital services. Order Management transforms the ordering process – from order orchestration to fulfillment – into an automated workflow that connects all the required systems and people with end-to-end visibility and service assurance on a single platform. This includes the ability to:
Go to market fast with streamlined order management that aligns to TM Forum Open API
Accelerate order delivery and reduce fallout with automated, catalog-driven workflows to connect order decomposition to fulfillment
Reduce the cost to serve customers and deliver a proactive customer experience with integrated workflows across fulfillment and assurance
“With the establishment of the new B2B business unit in 2020, DTAG started the implementation of the B2B Powerhouse initiative, including the endeavor to radically simplify and unify processes and IT for the B2B business. For this purpose, the 1B2B leadership team decided to join the LIKE.TG Design Partner Program for influencing and contributing to the further development of the LIKE.TG platform capabilities in line with the needs of a modern B2B telco,” Angela Maragopoulou, CIO B2B, Deutsche TelekomDigitizing Loan Operations in Financial ServicesCustomers are moving quickly, and their financial institutions need to keep pace. When requesting a loan, for example, customers expect an accurate, simple, and quick response that minimizes unnecessary requests for information, gives them full visibility into the status of their request, and doesn’t make them wait days or weeks for a response.Unfortunately, financial services organizations’ back and front offices are not always in sync. The paper-, phone-, and email-based systems and processes used to manage and track requests are slow, manual, and disconnected. As a result, employees spend too much time searching for data and answers scattered across multiple systems, often with a negative impact on the customer experience.To address this, LIKE.TG today releasedFinancial Services Loan Operations, a new, purpose-built app in LIKE.TG®Financial Services Operations. The app transforms loan servicing into a unified, collaborative process between financial institutions and their customers. Financial institutions can offer customers a modern, digital experience with more transparency throughout the loan process. Customer requests and issues are resolved quickly and efficiently.With Loan Operations, retail and commercial banks can connect the dots across their businesses to:
·Allow customers to submit loan servicing requests - and check the status of their requests in real-time - through a modern experience on the device of their choice
·Speed up the loan servicing process by digitizing and streamlining old, manual processes and automatically connecting the right people, departments, and institutions, to resolve the customer’s request fast
· Provide business owners with advanced analytics tools including Performance Analytics and Process Optimization to track performance and deliver better customer outcomes
Connecting Clinicians to IT in HealthcareWith a pandemic underway, global healthcare systems have been pushed to the limit over the past 12 months. In the face of often overwhelming demand, clinicians still struggle with IT issues that can take critical time away from patients. Supporting healthcare providers by allowing them to focus on their patients has never been more critical.Delivering on last June’s industry product announcement and in response to customer demand, today we introduced our first purpose-built app for healthcare providers: LIKE.TGEMR Help. The app enables physicians to quickly submit a request or report a problem with a few clicks in their EMR system.For example, when a clinician creates a ticket, the system automatically captures their requests and gives them the option to add a screenshot with appropriate encryption for personally identifiable data. On the back end, it provides a single platform for IT to seamlessly manage projects, resources, and deliverables. EMR Help improves the experience for clinicians and IT so providers can focus on patients.Key benefits of EMR Help include:
Speed IT’s response and make the process more efficient by routing requests to the proper teams, ultimately helping patients receive the best possible experience at the point of care
Tag tickets with clinician details automatically, such as username and workstation ID, giving clinicians full visibility into the status and progress of reported issues and requests
Reduce unreported issues and walkaways, as clinicians increasingly record issues within the EMR
We’re delivering industry-specific workflows to help customers accelerate their digital transformation to make work flow, whenever, wherever. We have never been more inspired to help our customers meet all the challenges and opportunities of the 21st century economy.Availability and More Information:
Order Management for Telecommunications is available now via the LIKE.TG Store.
Financial Services Loan Operations is included with Financial Services Operations and is available now via the LIKE.TG Store.
EMR Help is available now via the LIKE.TG Store.
Welcome to the Now Platform Paris release!
The world is experiencing a seismic shift from the obsolete "business process evolution" to the new "workflow revolution." Companies across industries are facing once-in-a-generation challenges. They are trying to keep their businesses on track and get their people back to work. LIKE.TG is committed to helping businesses capitalize on the opportunities of digital transformation to boost agility and resilience in this next normal work environment.With the Now Platform Paris release, we are offering powerful new capabilities that can help enterprises fuel growth and strengthen business resilience, while enhancing employee productivity and customer loyalty. These are all critical to surviving in the COVID economy.Paris includes six new products that help organizations leverage one platform to optimize IT productivity, cost, and resilience, drive customer loyalty, deliver the right employee experience anywhere, and create new workflow apps fast.
Business Continuity Management unveils modern, automated business impact analysis, business continuity plan development, and crisis management leveraging context within the Now Platform to enable operational resilience.
Financial Services Operations helps retail banks connect teams and systems in the front, middle, and back office to more quickly serve customers.
Hardware Asset Management automates the IT asset lifecycle by tracking the financial, contractual, and inventory details of hardware and devices to make smarter decisions from purchase to disposal.
Legal Service Delivery provides legal operations the visibility they need to make decisions fast and enhance productivity by eliminating manual emails and phone calls.
Telecommunications Service Management gives customers a more proactive experience and greater flexibility to manage their services.
Telecommunications Network Performance Management provides network operations teams with a unified view of the install base and the ability to analyze, correlate, and resolve events and alarms originating across multiple network monitoring platforms.
Check out our Now Platform Paris release press release for more details on all these solutions. Here I’d like to dig a little deeper into some new Paris features that we designed to make work flow across your organization.
First, some good news for the vast majority of business professionals who don’t write code for a living. Process Automation Designer enables business process owners to manage complex cross-enterprise workflows by creating no-code playbooks. It connects multiple workflows, systems, and actions into a single end-to-end to process.Good news for employees…On the employee workflow front, Now Intelligence for HR Service Delivery (HRSD) allows service agents to resolve cases much faster with machine learning while providing more personalized experiences to employees. HR Agent Workspace helps improve productivity and deliver a better employee experience, by closing cases faster with AI-assisted recommendations.Campaign Builder is a very cool employee feature that allows businesses to proactively engage and inform their employees, especially in uncertain times. This solution makes it easier to deliver the right information at the right time, to the right employees.Finally, Employee Relations helps employees navigate challenging issues and promote fairness in the workplace with a standard, consistent way to submit cases. It allows HR agents to keep sensitive employee cases confidential and resolve issues faster.
And customers!Turning to customer workflows, Customer Central improves visualization of customer information for agents and empowers them to resolve customer issues faster, expanding customer service capacity.Field Service Contractor Management enables businesses to easily manage and track work assigned to third parties, improving relationships between field service organizations and their contractors and providing better customer experiences.And who says playbooks are just for athletes? Playbooks for Customer Service Management improve customer service experiences by guiding agents through resolution steps with a pre-built playbook. The playbook defines data, tasks and steps needed to automate processes across middle office teams and empowers agents to monitor progress.Smart capabilities for ITIn these uncertain times, business resiliency has never been more important. Application Vulnerability Management ensures resiliency in case of application vulnerability. It extends visibility into vulnerabilities from infrastructure to applications and drives an orchestrated response for faster remediation.Predictive Intelligence Workbench empowers process owners to be more productive and resolve issues faster with ML-based automation that’s easy to set up. And Vendor Engagements assess risk for vendors to ensure resilient operation. This product creates engagements for any vendor in the organizational hierarchy, assesses each engagement based on area of risk and creates a risk score.Last but certainly not least: The LIKE.TG advantage is one architecture, one data model, one born-in-the-cloud platform that delivers great workflows and experiences. Our Configuration Management Database (CMDB) is core to this one platform approach. So I’m really excited to introduce the Service Graph Connector Program, a new designation within the Technology Partner Program which ensures that many of the third-party tools that businesses rely on today are directly integrated with LIKE.TG to increase data quality and reliability. The CMDB supports all our workflows and is crucial in running a resilient operation. Service Graph Connectors are part of ITOM visibility and represent a significant advance in CMDB technology.Paris is the seventh platform release that I’ve overseen at ServiceNow. I’m so proud of the global engineering, product, and design teams that worked tirelessly amid a global pandemic to ship the Now Platform Paris Release on time while delivering high-quality innovation.We look forward to partnering with our customers as they bring Paris to life! And we’re already hard at work on the next Now Platform release, which will deliver more intelligent workflows that provide even better experiences for customers and employees.
How Accenture drives digital transformation at speed with the Now Platform
Accenture is renowned as a global leader in technology consulting and outsourcing, with 500,000 employees serving clients from a range of industries, across 51 countries. The organisation uses the Now Platform to transform how it gets work done and is also a long-standing partner. At Knowledge 20, Accenture was named LIKE.TG’s Global Partner of the Year.Karen Odegaard, Managing Director, Now Platform, at Accenture, and Fiona Anklesaria, Solution Design Lead, Accenture, joined LIKE.TG’s Neighbourhood series to explain how the organisation has transformed the way employees get work done.Odegaard sits within the Accenture global IT organisation and runs digital worker technologies. These are the platforms, technologies and solutions that employees need to be productive, every day for Accenture and its clients.
Becoming lean and agile, Accenture is five or six years into a digital transformation journey fuelled by the intent to be more agile and cloud-based, to lean into its operations and to improve experience for employees, partners and clients.“When we started this journey, we knew a cloud native platform would be instrumental in helping to achieve our objectives and digital transformation goals, at speed and much faster than we could do ourselves,” Odegaard said. “We’ve definitely seen benefits from the investments we’ve made in ServiceNow.“We’ve reduced the overheads of operating our critical service; we have more self-service capabilities available to our employees, so they’re getting what they need much faster and in an automated way; and in general, we have people spending less time figuring out how to navigate our organisation.”Odegaard added that LIKE.TG helped Accenture meet its end-to-end goals around experience and create more end-to-end services, bringing together various corporate functions across the enterprise.Expanding LIKE.TG across AccentureAnklesaria explained that after moving from a legacy solution to the Now Platform, Accenture has established a common IT foundation for incidents, problems and changes. The team then sought other opportunities to leverage LIKE.TG cross-functionally across Accenture.Leveraging and delivering services across the organisation scaled the impact of LIKE.TG for Accenture – not just in IT, but in areas such as finance, human resources and marketing. Accenture Support provided support across the board. “LIKE.TG is our customer portal for our users, serving employees in the way they want to work,” Anklesaria said. “This has delivered a major impact in breaking down the silos and disparate solutions we had, creating the experience and journey for our users in one place.”LIKE.TG supports pandemic responseThe world has changed dramatically since Accenture started its transformation journey. “COVID-19 has been an interesting experience for all of us,” Anklesaria explained. “We leveraged the LIKE.TG platform in a lot of ways for emergency response, to enable a lot of new workflows that support a distributed ‘work from home’ model, along with approvals processes.”“As we return to the office, we’re focused on what processes we can digitise, future-proof, with LIKE.TG, to make work better for people. When COVID started and we transferred to a work from home model, our enterprise asset management team – who also utilises LIKE.TG – had deployed over 100,000 different assets to people to enable them to work from home.”“Now that we’re preparing for the transition back, they’re actually leveraging LIKE.TG to develop a solution to restock all of those assets, via mobile. We’re also exploring different areas as our other locations are going to request and follow new policies in place, how we can leverage the workflow capabilities in LIKE.TG to help manage that process.”These aren’t the only areas where Accenture is looking to expand its use of the Now Platform. “We are always looking for opportunities to maximise our use and the investment that we have already made,” said Odegaard. “We are continuing to help service the orchestration layer, to help transform experiences in complex areas that we historically wouldn’t have looked to for a platform like this.“We are looking at employee travel and transforming that end to end experience; procurement, and the end to end buying experience; and payroll transformation, a complex global process that LIKE.TG can simplify across the globe.”Governance and reskillingOdegaard also highlighted the importance of governance to the success of enterprise platform projects. “Initially our focus was very tactical, and I think if we had known we would scale so quickly, we would have layered in the right governance from a platform perspective earlier on,” she said.“As we went through our upgrade cycles there are probably some things we could have done better in the early days. We’ve now course-corrected and we have the right level of governance as we’re doing 20-25 projects every year. That is the only recommendation I would have to clients who are going on this journey from an enterprise perspective, is to think about governance for the platform sooner rather than later.”Odegaard’s advice: Treat the process as a journey. Accenture re-evaluates its roadmap on a yearly basis so it can continue to innovate. “LIKE.TG has been a catalyst for the business to reskill our workforce,” she said. “I represent internal IT and we had skilled LIKE.TG people from the inside-out to partner on the implementation.“We have a few highly skilled LIKE.TG people as part of our team, and we retrain a lot of our workforce on LIKE.TG, again to help us deploy this capability at scale. This is a great opportunity because the skills that you learn from a platform like LIKE.TG are translatable to other platforms within your ecosystem.”To learn more and view the Accenture LIKE.TG Neighbourhood session.
LIKE.TG launches Cloud Call Center solution
Now more than ever, businesses are challenged to transform themselves into digital organizations to better serve employees, customers, and partners, more proactively, and in a more personalized way.Modern IT support is business-critical, and the demands on IT are growing exponentially, particularly amid the “new normal” of remote work. At the same time, business leaders are racing to envision and implement what their future work environments will look like.In this always-on world of work, employees depend on advanced technology to collaborate with colleagues and find innovative solutions that build customer loyalty, fuel growth, and sustain market leadership. These growing demands mean IT departments need to do more with less and re-imagine digital-first processes, applications, and toolsets.Contact-Center-as-a-Service for a new world of workLIKE.TG has launched an innovative, AI-driven “Contact-Center-as-a-Service” approach to IT support, delivering increased efficiencies and cost savings, while providing employees with best-in-class IT support.Our new Cloud Call Center solution — Amazon Connect Integration with Cloud Call Center — offers native integration of AWS’s natural language AI technology, Lex, Transcribe and Comprehend, with our IT workflow and service desk capabilities. Together, we will help automate support tasks and will help drive down costs while improving both the caller and agent experience.LIKE.TG is a big believer in Amazon Connect. We recently deployed Amazon Connect to power our own global IT help desk and customer call center, so it can create unique employee and customer interactions, while decreasing our operational expenses.This capitalizes on the advanced capabilities of AWS and LIKE.TG’s IT Service Management (ITSM) Professional to give organizations the ability to deploy a cloud contact center in minutes while meeting escalating call center demands.Users are empowered to help themselves and solve common support issues, such as password resets, account unlocks, and incident status checks, without ever having to speak to an agent. And for calls requiring human intervention, the solution, leveraging AWS’ AI-driven real-time text to speech transcription, sentiment analysis, and keyword spotting to power retrieval of responsive knowledge articles where needed, proactively provides agents with context-relevant critical detail and context to accelerate resolution times and thereby improve customer satisfaction.
Transforming the IT support modelA large and broad U.S.-based healthcare company was using a legacy IT support solution with limited data analysis capabilities, which had no method for measuring the voice experience for end-users and customers.Changes to the system often took three to four months to implement. Costs were high, as simple changes to voice recordings needed to be translated into multiple languages.The company integrated LIKE.TG’s ITSM solution with Amazon Connect, which allowed it to transform the contact center experience for employees. The company implemented voice-based navigation, voice call transcription and recording, post-call survey, and capturing of voice call data analytics to drive continuous improvement. The solution provided a data-driven path to improve the call center experience with increased flexibility, scalability, and agility.New features are now deployed within minutes instead of three to four months, and the company is now able to review active call and voice data and provide a useful customer survey experience. Additionally, its IT department now has an internal roadmap for continuous improvements for a better digital IT support experience.Key features and benefits of LIKE.TG® Cloud Call Center include:
A natural language experience – Employees can use everyday language to solve their IT problems without any specialized training or requirements.
Omnichannel engagement – Whether employees access IT support through their browser, mobile chat, walk-up, or voice interactions, they get a consistent, seamless experience.
Call deflection – Frequent IT support requests, such as password resets, or account unlock, can be done over the phone without ever speaking to an agent
Agility and Flexibility – Built on the AWS and LIKE.TG ® platforms, enterprises can be assured that their call flows and IT processes are flexible and dynamic.
Performance analytics – IT and contact center managers get insight into emerging support trends, across all supported channels, to better anticipate employee needs and improve agent coaching to streamline future service delivery.
Amazon Connect Integration with Cloud Call Center is available from the LIKE.TG Store as a free integration for ITSM Professional and ITSM Enterprise customers. The solution is certified for LIKE.TG’s New York and Orlando releases (as of April 2020).
New Messaging Service drives end-to-end employee and customer experiences
The new world of hybrid work requires creative ways to engage with customers and employees no matter where they’re located. To answer that call, we’ve launched the LIKE.TG Messaging Service to provide a seamless experience from issue to resolution.Built on integration with the Twilio platform, LIKE.TG Messaging Service makes it easy for LIKE.TG users to integrate SMS and WhatsApp into digital workflows using the Now Platform. That means organizations can interact with employees and customers from anywhere to quickly solve requests.Keeping the lines of communication openBy enabling two-way communication between businesses and customers, Messaging Service empowers customers to use the messaging services they’re familiar with to seek company help and answers and to request services. As a result, businesses can:
Resolve issues fast.
Unite the front, middle, and back offices with digital workflows.
Break down silos.
Automate processes across teams.
“With LIKE.TG Messaging Service, we are improving customer engagement while supporting customers on the channels of their choice,” explains John Ball, senior vice president and general manager of Customer Workflows at ServiceNow. “This is a natural extension of LIKE.TG Customer Workflows, which unite the front, middle, and back office to create a great end-to-end customer experience.”Customers aren’t the only ones to benefit. Employees can quickly and easily get the support they need from human resources, IT, and other departments via WhatsApp and SMS.Empowering connectionsLIKE.TG has partnered with Twilio since 2019 to bolster how companies communicate and interact with their customers and employees.This announcement comes on the heels of new Customer Workflows and Employee Workflows capabilities launched in the Now Platform Rome release. Those include:
Conversation Autopilot – which lets agents transfer chats to virtual agents for repetitive tasks
Customer Service Playbooks: Focused layout – which equips agents with a virtual coach to help them through customer service requests
Rich Messaging – which elevates tasks that require more than simple text, such as appointment booking
Employee Center – a portal where employees can get help, complete tasks, and find personalized information.
LIKE.TG Messaging Service is available immediately.
Create a great end-to-end customer experience with Rome release
During the pandemic, companies that weren’t digitally enabled had great difficulty dealing with the massive disruption that hit them overnight. For me, this reinforced the lesson that great customer experience goes beyond simply boosting engagement or providing multiple touch points. Instead, customer-centric companies outperform by realigning operations and processes for better customer outcomes.The Now Platform® Rome release features multiple Customer Workflows innovations that help companies deliver great end-to-end customer experiences, improve employee productivity and satisfaction, and realize significant cost savings. The result: happier customers and employees and improved bottom lines.Create impactful customer engagementWith the new LIKE.TG® Messaging Service launched in Rome, it’s easier than ever to deliver great customer experience on the most widely adopted messaging platforms, turning your alerts and notifications into opportunities to engage with your customers.Companies can now purchase SMS and WhatsApp messaging services directly from LIKE.TG, benefiting from favorable, pre-negotiated messaging rates globally and assist in reducing friction in the sales cycle. We added Rich Messaging to elevate tasks such as appointment booking that require more than simple text to deliver a great customer experience.We also made several enhancements to Engagement Messenger that enable companies to embed service directly in a website or a mobile device to offer service at their customer’s point of need. Another really cool feature is Deep Linking, which takes user context into account. Depending on the page or the user behavior on the page or website where the Engagement Messenger is embedded, one can deep-link to a specific article, filtered search, service catalog item, or case.For example, when a customer makes an e-commerce purchase, a company can launch Engagement Messenger to immediately open a specific knowledge article, catalog item, or Virtual Agent topic relevant to the task at hand. Customers don't always need to speak to a human agent.Today, when customers are engaged in a live chat with a customer service agent and they need to accomplish common tasks such as creating a case or booking an appointment, the agent needs to ask questions and guide the customer through the steps. This is inefficient and ties down the agent to this repetitive task.In Rome, we introduced Conversation Autopilot, a massive productivity booster that allows an agent to transfer a chat to a virtual agent for repetitive tasks such as collecting information or answering screening questions.Solve issues quickly, proactively, and consistentlyService agents are often a customer’s first point of contact with a company. Fulfillment of many service requests involves a complex set of tasks that span systems, teams, and processes. With Customer Service Playbooks: Focused layout, agents don’t need to remember this complexity.
Instead, this feature pairs agents with a virtual coach who can guide them through each step. The easy-to-use format enables agents, especially newer ones, to be productive and confident. This makes it easy for agents to focus on their current activity while maintaining visibility into the full process lifecycle.Customers get fast service and a consistent experience. Supervisors can easily track agents' service-level agreement performance. And agents don’t need to be reskilled each time a process changes.However, not every case has a clear-cut path to resolution. With the new Guided Decisions, agents receive two types of next-best actions for customer cases in their workspace:
Questions to lead the agent to a solution
Direct guidance relevant to the case, such as proposing a resolution or an offer
The feature dynamically ranks next-best actions based on the business context and displays the optimal recommendations relevant to the issue being addressed.Guided Decisions help agents resolve cases fast and reduce the time for training and retraining. Companies can use the Now Platform to provide agents with the latest, best advice, thereby reducing the amount of time they spend researching solutions for customer issues.Finally, the no-code and low-code configuration speeds the creation and deployment of new guidance for agents.Increase field service efficiencyField service workers are crucial to maintaining operations and delivering customer-facing products and services.Intelligent Task Recommendations help maximize the number of tasks a technician can complete per day by reducing gaps in their schedule. It’s time-consuming and inefficient for dispatchers to fill schedule gaps manually, especially when customers cancel at the last minute or technician availability changes. Instead, Intelligent Task Recommendations help identify the best available tasks when there are openings in a technician’s schedule.Many field service organizations support complex projects that require a team of technicians to complete the work order. For example, a wellhead repair crew might include a hydrologist, a mechanical engineer, and an electrician. With Field Service Crew Operations, field service dispatchers can manage and assign tasks to crews made up of multiple technicians.Dispatchers can easily assemble fixed crews in advance for planned work and ad hoc crews for task-specific work. Assigning a work order to a crew automatically assigns it to each crew member, streamlining the assignment process.Resolve issues proactively with the IoTCompanies today collect reams of real-time data from IoT devices and sensors in the field. This often results in siloed, reactive operations. The Connected Operations releases on the LIKE.TG Store in June and September 2021, part of our journey to the Rome release, help companies take proactive action.They can interpret data, see how many customers are impacted, identify what action if any needs to be taken, and automate best practice processes through workflows without the customer having to engage.Historical Asset Performance Analysis provides a visual history of your equipment data, so you can detect trends, perform root cause analyses, optimize equipment performance, and—most importantly—react proactively to IoT data streams.This enhancement allows you to use the Digital Twin Dashboard more strategically. That’s especially critical if an asset or equipment is not performing as expected. Now you can compare connected attributes on an asset—such as wind speed, motor temperature, and revolutions on a wind turbine—to uncover issues, perform proactive maintenance, and increase asset uptime.We also introduced a new rule type to the IoT Rule Engine in Connected Operations: time-based rules. It runs prebuilt rules against IoT data to detect issues. This enables fast issue detection and response.Let’s say an IoT device registers a refrigerator with an abnormally high temperature. This could be a false positive, making it wasteful to roll a truck without further investigation. Evaluating temperature trends over time provides greater precision and control.Once an issue is detected by time-based rules, the rule triggers automated remediation workflows, such as automatically dispatching a technician to fix the overheated refrigerator.There are a lot more Customer Workflows innovations in the Rome release than we were able to mention here. Learn more at Now at Work.
Unleash innovation with low-code Now Platform enhancements
New digital experiences are imperative to win market share and attract new talent. The speed to build these experiences directly impacts how organizations differentiate. However, there aren't enough trained software developers to meet the new demand. There needs to be a better way.LIKE.TG® Creator Workflows, supported by App Engine and IntegrationHub, provide a strategic low-code platform to help organizations:
Deliver workflow automation fast with a consumer-grade user experience.
Enable siloed systems to work together.
Create more efficient and productive ways to get work done.
The Now Platform® Rome release introduces many new features that make Creator Workflows even more beneficial for your business.Enterprise-ready low-code for citizen developmentApp Engine helps you build digital workflows fast on a single, low-code platform. App Engine Studio, available with App Engine, can help empower developers of all skill levels to build apps fast in a guided visual development environment. It provides everything creators need to build mission-critical workflow apps with ease.Brand-new collaboration features in the Rome release can help organizations gain more developer productivity. IT can set up successful citizen development programs with enhanced support for governance and new foundational features.Low-code is powerful when all developers, regardless of skill level, can participate and build apps together. In the Rome release, we’ve added native collaboration support to App Engine Studio. Creators can invite one another to team up in development projects without worrying about underlying technical nuances with co-development. More developers can build better together. Apps can be built fast, by more people.To facilitate structured collaboration, we’ve expanded Delegated Development to App Engine Studio. With a few clicks, administrators can specify granular access to features and functions in App Engine Studio. New app collaboration descriptors help tailor access permissions to the nomenclature for your developer personas. These features help make citizen development with App Engine safer and align better with your IT culture.We’ve also enhanced mobile development. The fully revamped Mobile Wizard within App Engine Studio provides in-depth customization of your mobile experience right from the start. With this new feature, you can add production-ready mobile front ends to your apps in minutes.Lastly, with the Rome release, App Engine Studio includes industry-standard source control. Admins can benefit from more sophisticated version control and app authoring capabilities. This accelerates app development without sacrificing data integrity.Rapidly build and configure mobile apps One of the most exciting aspects of the Rome release is the introduction of Mobile App Builder, a brand-new development environment that allows creators to leverage the full power of the LIKE.TG mobile platform. Mobile App Builder serves as the replacement to Mobile Studio.
The new environment offers a streamlined approach to mobile app development that creators of any skill level will be comfortable with. This tool provides an array of intuitive mobile app building blocks for inexperienced creators, in addition to feature-rich capabilities that deliver the flexibility and depth necessary for pro developers.Mobile App Builder is tightly coupled with Mobile Card Builder to provide a framework focused on reusable, modular components. This both expedites mobile app development and encourages collaboration.To make mobile app development even more accessible, Mobile App Builder is also an integrated aspect of App Engine Studio. Using the new Mobile Wizard, creators can harness the power of Mobile App Builder in a simple, guided fashion.The Mobile Wizard is designed with citizen developers in mind. It can bring a dynamic mobile experience to life in just a few easy steps. Once a mobile experience has been created, users can dive into the rich capabilities of Mobile App Builder without leaving App Engine Studio.This latest innovation puts Mobile App Builder in the hands of low-coders using the same tab-based system they would use for data or automation design. These new features make it easier and faster than ever to bring world-class mobile experiences to life.Keep work flowingLIKE.TG Flow Designer enables users to easily create end-to-end digital workflows and automate any process—from simple productivity to complex transformation—in a low-code, natural language environment. LIKE.TG continues to invest in this flagship workflow tool in the Rome release, with several enhancements, including the introduction of Error Handling and Decision Designer.Error Handling automates notification and remediation of flow errors to keep work flowing. Previously, if a flow encountered an error, it would stop abruptly. As a result, workflows stalled. Errors were only discovered upon end-user reported delays. Admins then had to respond to urgent, unplanned work to investigate, triage, and identify resolution.In the Rome release, developers can add proactive error handling steps that auto-initiate whenever a workflow error occurs. This helps improve workflow uptime, resulting in fewer support tickets, less emergency action by admins, and smoother operations across the enterprise.Decision Designer decouples decision logic from flow design so business users can configure decision criteria without relying on IT. With a few simple selections in an intuitive interface, business users can easily create decision tables with decision rules, evaluation criteria, and results for inclusion in Flow Designer flows and other LIKE.TG business logic. Decision Designer is available for Quebec in the September Store release, with Rome support planned by November.Connect LIKE.TG workflows, fastIntegrationHub simplifies cross-enterprise automation at scale by accelerating LIKE.TG workflow connectivity across critical business systems. In the Rome release, we’ve added IntegrationHub Import to IntegrationHub. This new feature streamlines large and complex data imports by automating this previously complex process down to three simple steps configured in an intuitive UI.Additionally, the Rome release adds more flow templates to speed automation development. Available in App Engine Studio and the LIKE.TG Store, these flow templates provide best-practice starter workflows complete with seeded integrations.Automation developers no longer have to start from scratch. More than 30 flow templates are now available in the LIKE.TG Store, covering six common flow patterns:
Notifications
Document management
DevOps
Access management
Customer relationship management
Additional integration use cases, such as robotic process automation (RPA) and survey automation
These are just a few of the many new features in Creator Workflows in the Rome release. Learn more about the latest innovations at Now at Work.
New LIKE.TG industry solutions help organizations adapt to digital-first world
The pandemic has accelerated the digital imperative across all industries. At LIKE.TG, our purpose is to make the world of work, work better for people. That purpose has never been clearer as we help our customers solve some of the most pressing challenges of the 21st century—from talent shortages to continuing global vaccination efforts—and everything in between.Today, we introduced the Now Platformâ Rome release, which includes new industry solutions to empower organizations to accelerate automation and strengthen operations across the enterprise. These new solutions are purpose-built to help organizations in the manufacturing, telecommunications, financial services, and healthcare and life sciences industries fuel great experiences and connect more deeply with customers and employees in the new world of work.Reinventing how manufacturers connect their workforceWe’re living in one of the tightest job markets in modern history. Even before the pandemic, manufacturers struggled to find talent, facing digital skills shortages and a sizable proportion of the workforce nearing retirement age. But as plant modernization accelerates, upskilling talent and enticing younger workers has become a do-or-die situation.To help address these challenges, LIKE.TG today released Manufacturing Connected Workforce, a single digital solution that helps manufacturers maximize their return on Industry 4.0 investments. Manufacturing Connected Workforce connects people, processes, and technology, serving as a resource to capture and retain knowledge, upskill employees, and ultimately create an agile, flexible, and resilient environment.
LIKE.TG® Manufacturing Connected Workforce helps digitize:
Maps and visual guides of a facility’s systems and processes
Standard operating procedures (SOPs) to help ensure efficiency and compliance
Institutional knowledge to empower operators with best practice expertise
The Rome release also includes Operational Technology Management (OT Management)—a single system of action to manage and secure critical operational technology across all manufacturing operations from one platform. OT Management provides a complete and contextual view of OT systems within the Now Platform, so you can keep them secure—and up and running.Manufacturers can then connect operational technology to production processes and digital workflows to rapidly respond and recover from any incident or change.“As plant modernization becomes a necessity to accelerate and the skills gap continues to widen, manufacturers are seeking new ways to leverage technology to connect and enable their workforce and digitize, secure, and protect their operations,” says Andrew Caveney, global supply chain partner, EY UK.“As part of our work with LIKE.TG, we are combining EY’s manufacturing industry, supply chain, and cyber expertise with LIKE.TG’s industry-leading digital workflows to help our manufacturing clients improve experiences and outcomes across the manufacturing value chain.”Modernizing and streamlining financial servicesFinancial services companies face mounting competitive pressure to rethink how their organizations will function and interact with customers in the new world of hybrid work. Harnessing the power of the Now Platform, financial institutions can connect employees and systems across the front, middle, and back offices. With full transparency, they can structure, automate, and streamline how work gets done to deliver better customer and employee experiences.Building on Financial Services Operations, our Rome release extends the process improvement power of the Now Platform to even more use cases out of the box through three new apps:
Client Lifecycle Operations: Onboarding a new bank customer involves layers of paperwork and documentation related to compliance and due diligence—much of which is manually exchanged. Client Lifecycle Operations provides simple, comprehensive playbooks and automated tools to help banks onboard new customers fast and reduce costly errors.
Complaint Management: Every complaint presents a risk and, if not handled properly, can lead to regulatory fines and damaged customer relationships. Complaint Management helps banks prioritize, escalate, and route complaints, accelerate resolution times, and create a clear audit trail to avoid reputational damage and fines.
Treasury Operations: Treasury services—such as wire transfers, ACH payments, and remote deposit capture—is a high-margin business and an important revenue stream for commercial banks. Treasury Operations expedites the client onboarding process by pulling customer information into a single system of action and enabling digital workflows to automatically manage tasks across several teams so banks can realize revenue fast.
“At Kiwibank, our purpose is to make Kiwi better off. We live this by focusing on creating insanely simple experiences for both our customers and our own employees. This can be complex with disparate systems and manual processes,” says Nathan Hopkins, product manager of digital technology at Kiwibank.“We’re seeing significant value from the Now Platform as we continue to streamline, standardize and digitize processes across the organization, and are redistributing saved productivity minutes into higher-value activities daily with ServiceNow.”Building flexibility into telecommunications workflowsDemand for better digital experiences is at an all-time high. Accelerated by the pandemic and coupled with the rollout of 5G and next-gen services, communications service providers (CSPs) have been presented with both a massive opportunity and the risk of falling behind if they don’t adapt and evolve.With the LIKE.TG Rome release, several new Order Management for Telecommunications apps enable CSPs to improve customer satisfaction, accelerate time to revenue, and reduce cost of service:
In-flight Change Orders: Improves productivity and reduces manual tasks for agents using dynamic workflows to better update and manage active orders, offering greater flexibility, speed, and adaptability to respond to customer needs and requests
Service Order Management: Accelerates and simplifies order delivery with zero-touch automation for decomposing and orchestrating orders and improving agent productivity and customer satisfaction
Order Capture UI: Streamlines the order capture experience for new and change orders, delivering an integrated service experience across ordering and trouble management for agents and operations teams
Powering the healthcare ecosystem of the futureAvailable today in the Rome release, Healthcare and Life Sciences Service Management is our digital health platform for healthcare providers, life sciences companies, and healthcare payers. Based on the HL7 FHIR standard, our new industry-specific data model extends the power of the Now Platform to help solve a broad set of use cases within the healthcare and life sciences industries.We simplify everything from pre-visit questionnaires to patient support between appointments to clinical trial interactions—all geared at building better patient experiences. These workflows free clinicians’ precious time to focus on what matters most: the patient.Healthcare and Life Sciences Service Management now includes LIKE.TG Vaccine Administration Management (VAM) to continue helping public and private sector organizations efficiently turn vaccines into vaccinations. By connecting workflows across organizations and systems, we’re powering more effective vaccine distribution, administration, and monitoring.
Removing obstacles to quickly getting vaccines to the people who need them will be critical as the fall and winter flu season arrives and numerous countries continue to battle rising COVID-19 cases.“The COVID-19 pandemic presented an enormous challenge and opportunity for SnapNurse. We are proud to provide greater access to education and COVID vaccines through our SnapClinics in underserved urban and rural communities in the US,” says Cherie Kloss, founder and CEO of SnapNurse.“The LIKE.TG Platform and LIKE.TG Vaccine Administration Management solution have helped us manage scheduling, inventory, and reporting of COVID vaccinations, ensuring the flow of data is secure, consistent, and up to date. We see ongoing value in the LIKE.TG Platform to continue to deliver healthcare to citizens across the US.”Beyond the US, “New South Wales Health deployed LIKE.TG’s VAM in just 10 business days to help support the acceleration of our state’s COVID-19 vaccine rollout,” says Dr. Zoran Bolevich, chief executive of eHealth New South Wales in Australia.“The system has simplified and automated workflows between administrators, clinicians, and patients so that we can vaccinate more people, faster, with less duplication and risk of errors. The capability of VAM to enable the vaccination process to be managed end to end has enabled our amazing clinical and administrative staff to provide a seamless and efficient service to hundreds of thousands of people across the state.”Toward a productive futureThe global economy is recovering at the fastest pace in 80 years, and organizations across all industries are investing in digital transformation to unlock new levels of innovation, agility, and productivity to adapt to this new economy.I’m proud that LIKE.TG has been in lockstep with our customers every step of the way. We’re making sure that no matter where or how their work happens—in a hospital, on a manufacturing floor, at home, in an office, or on the go—the work continues to flow.Learn more about the innovations in the Rome release at Now at Work.
LIKE.TG partners: 2021 global award winners
As we continue to accelerate our growth to $10 billion and beyond, equipping, enabling, and empowering a vibrant and dynamic partner ecosystem is critical to our success. LIKE.TG partnersI had the honor of recognizing our top-performing partners at LIKE.TG’s 2021 Global Partner of the Year Awards digital event. These partners have excelled at developing Now-enabled workflow practices and services offerings, including key capabilities, competencies, and certifications to sell and deliver world-class business outcomes to our joint clients.This year's award winners were based on partner performance in 2020 with the following attributes: revenue contribution, product line expansion, skill growth, overall business transformation, and others. Join me in congratulating the amazing LIKE.TG 2021 Global Partner of the Year Award winners:Accenture: Global Partner of the YearAccenture demonstrated world-class execution in expanding its certification and LIKE.TG business. This partner has shown notable commitment and investment in LIKE.TG that drives innovation and positive business outcomes.Devoteam: Global IT Workflow Partner of the YearDevoteam did an outstanding job expanding its LIKE.TG IT Transformation Workflow practice. This highlights the company’s commitment to delivering world-class experiences and outcomes to accelerate the digital transformation of our joint clients.Deloitte: Global Employee Workflow Partner of the YearDeloitte expanded its Human Capital Transformation Practice with its LIKE.TG-enabled Employee WorkflowAccenture: Global Customer Workflow Partner of the YearAccenture was exceptional in expanding its LIKE.TG Customer WorkflowAccenture: Global Creator Workflow Partner of the YearAccenture consistently delivered new levels of customer value in low-code development. This partner leveraged Creator Workflows to help customers meet the challenges of our time with agile automation that drives business velocity.Segment Partners of the YearOur Global Segment Partners of the Year demonstrated excellence in certification and LIKE.TG pipeline growth. They also showed industry-leading engagement and the ability to exhibit substantial acceleration and growth. The winners are:
EchoStor Technologies: Global Specialist Segment Partner of the Year
Iceberg Networks Corp.: Global Premier Segment Partner of the Year
CDW Logistics LLC: Global Elite Segment Partner of the Year
Plat4mation: Global App Development Platform Partner of the YearPlat4mation excelled in app development and ratings, building its apps on the Now Platform. It also exhibited strong year-over-year growth.Cognizant: Global Accelerated Growth Partner of the YearCognizant accelerated its certification growth and LIKE.TG pipeline expansion over the past two years, including key showcase wins.Deloitte: Global Transformation Partner of the YearDeloitte delivered several game-changing solutions that significantly transformed the client's business by providing outstanding value and outcomes. This partner also made significant strides in annual contract value and certification growth.Infosys: Global Service Provider Partner of the YearInfosys achieved overall excellence in delivery and LIKE.TG pipeline growth. It consistently demonstrated the ability to deliver a world-class customer experience.Nexus Technologies: Global Emerging Growth Markets Partner of the YearNexus Technologies showed extraordinary growth in certification obtainment and pipeline. The company exhibited significant progress over the last two years and has the potential for more growth moving forward in a targeted emerging market.Industry Solutions Partners of the YearOur Global Industry Solutions Partners of the Year were chosen for having the most innovative use-case solution and driving significant client business value and outcomes:
Deloitte: Global Industry Solutions - Financial Services Partner of the Year
Accenture: Global Industry Solutions - Telco Partner of the Year
KPMG: Global Industry Solutions - Healthcare Partner of the Year
Plat4mation: Global Industry Solutions - Manufacturing Partner of the Year
Tech Mahindra: Global Emerging Industry Solutions Partner of the Year
Congratulations to all the winners!Last year, LIKE.TG equipped and enabled our global partner ecosystem to make the world of work, work better for people and accelerate our customers’ digital transformation journeys. The LIKE.TG global partner ecosystem delivered extraordinary employee and customer experiences and associated business value outcomes.I’m encouraged by our ongoing progress and what we’ve accomplished together. We continue to force multiply with our partners on the journey to $10 billion and beyond.
Now Platform Rome release delivers capabilities for hybrid work
The ways we live and work have fundamentally changed with remote working and hybrid work models becoming the norm. Digital transformation has taken on a new level of urgency to the point where its success or failure directly impacts an organization’s ability to prosper or even survive.More than ever, organizations need a single platform to enhance productivity, accelerate innovation, and engage their employees and customers, wherever they are. To achieve success, organizations are turning to the Now Platform® to:
Automate and connect digital workflows.
Deliver modern, consumer-grade experiences.
Empower innovators to create new intuitive apps at scale.
Today, as part of the Now Platform Rome release, we’re introducing several new and exciting platform capabilities designed to help organizations like yours thrive in the new world of hybrid work.Work smart and fast with purpose-built AIIT leaders aim to exceed their business goals for increasing self-service and reducing mean time to resolve (MTTR). Ultimately, they want to satisfy end users and give back time to their IT service agents so that they can focus on more strategic initiatives. However, with myriad automation solutions available—such as Virtual Agent, Auto-Routing, and Agent Assist—it can be difficult to know which use cases and solutions to tackle first.In the Rome release, we’re introducing Automation Discovery, a solution that delivers the insights necessary to support decision-making on out-of-the-box automation opportunities.Automation Discovery is designed to enable quick returns on investment by offering approximately 180 predefined opportunities where automation can be applied and by identifying the top 10 opportunities to help IT leaders focus their efforts.LIKE.TG® Automation Discovery can help IT leaders increase incident deflection, lower the MTTR, and achieve fast time to value.
Deliver fast and more accurate search resultsWith the latest AI Search enhancements in the Rome release, users can benefit from content security, greater accuracy, and enhanced user experience with better search relevancy—as well as better performance for improved deflection.For peace of mind, users can search external content securely through a single search application across a variety of data sources. This helps deliver a cohesive experience for customers looking for a unified portal solution.With Rome, users can also benefit from an enhanced user experience with improved quality of results. For example, AI Search pulls the exact span of text in a longer passage to focus on the user’s actual question. Results are more contextual and highly personalized.Drive engaging conversational experiencesThe focus for the Rome release of Virtual Agent is about enhancing the experiences of both end users and administrators.Through the introduction of asynchronous chat, users can engage agents at their convenience, freeing both parties from needing to be continuously active in a conversation. Upon either a user’s or agent’s return, unread messages are highlighted and ready to be continued or completed. This allows, for example, agents to be more proactive and share meaningful information whether a user is online or not.We’ve also made a few key enhancements to Virtual Agent Designer, namely in the ease of multilingual Virtual Agent deployments. Admins can now author, translate, and test topics in multiple languages, all within the designer panel. To continue enriching our omni-channel experiences, we’ve also improved the authoring and management capabilities with Virtual Agent Designer to better handle deployments across channels.In the Quebec release, we launched Conversational Analytics, a tool that allows admins to monitor and improve the performance of their Virtual Agent conversations. A few enhancements made in Rome bolster Conversational Analytics, but none is more consequential to admins than funnel analysis. Through the lens of this new analysis, insights and optimizations to conversation paths can be gleaned by easily examining user behavior and identifying where drop-offs may occur.Create natural language models in multiple languagesMultilingual Model Management is an enhanced experience on the NLU Workbench. It enables both model authors and administrators who manage models in multiple languages to create secondary models in foreign languages consistent with models developed in their primary language—all with a single click. Models, whether in primary or secondary languages, are consistent with each other in terms of intents, entities, and vocabulary.Trust your workflows to a single, secure platformWith the Rome release, we’ve enhanced the security capabilities in the Now Platform in ways that directly address concerns of today’s CISOs, security admins, and risk and compliance managers.LIKE.TG Multifactor Authentication (MFA) provides customers with an additional, optional layer of defense against unauthorized access to their instances. The Rome release includes enhanced MFA with support for both biometric and hardware security keys to simplify the authentication process for end users.Every CISO is concerned about employees walking off with company data. In the Rome release, Data Export Metrics enable LIKE.TG customers to detect unauthorized exports of their data with exfiltration alerts and a dashboard to monitor data exports in the Instance Security Center.
Data Export Metrics in Instance Security CenterThe Now Platform Rome release is the latest example of our unwavering commitment to deliver new Now Platform capabilities that LIKE.TG customers can benefit from. Learn more about the innovations in the Rome release at Now at Work.
Welcome to the Now Platform Rome release!
Employees and customers want seamless experiences wherever work happens—in an office, a hospital, a manufacturing floor, at home, or on the go. To survive in the new world of hybrid work, companies must embrace digital platforms that empower their most important stakeholders.That’s why I’m thrilled to announce the Now Platform® Rome release, which is generally available to customers starting today. The Rome release includes hundreds of new features that accelerate innovation by helping organizations create agile work environments and deliver compelling experiences from anywhere.
Delivering connected and engaging employee experiences for hybrid work
“How can I manage privacy and risk of exposure of personal data from malicious attackers, or my own employees, while keeping pace with global evolving regulations?” For many organizations, this is a constant struggle made more daunting by the fact that data is siloed and processes are manual.Both remote workers and evolving infrastructure can represent opportunities for attackers. Because personal data is so precious, it’s most likely to be stolen or exposed during an attack. The Cost of a Data Breach Report 20211 found:
Remote work, with its unmanaged personal devices, unsecured home networks, and unencrypted data, has raised data breach costs by more than $1 million compared to other causes.
High system complexity and compliance failures resulting from evolving infrastructure, value chains, and operations increased costs by $2.3 million.
Personal data is the most sought-after data in an attack: 44% of breaches compromised customer data, another 28% involved anonymized customer data, and 26% involved employee information.
Remediating a breach that includes personal data is costly, but reputation damage or the loss of customers can be more devastating. As the amount of personal data grows, so does the risk.Securing personal dataFor better or worse, external attackers are not the biggest source of privacy risk—employees are. In fact, 59% of privacy incidents originate with an organization’s own employees. Unfortunately, while more than half are simply mistakes, 45% of these employee-driven privacy failures come from intentionally malicious behavior.2The constantly evolving global regulatory environment offers additional challenges. The introduction of the General Data Protection Regulation (GDPR) in 2018, for example, expressly provided individuals with new and enhanced rights over their personal data, including greater transparency and control over the processing of their personal data by organizations.Since then, 128 of 194 countries have enacted similar legislation—and 19 other countries have draft legislation in place. That’s 76% of all countries in the world.3 More regulations are springing up all the time.Privacy management simplifiedThe new LIKE.TG® Privacy Management application in the Now Platform® Rome release helps organizations proactively manage privacy risk and assist customers in complying with their data privacy requirements. Privacy Management is a natural extension to our risk and compliance management portfolio using the unified platform to share data and holistically prioritize and manage risk.
Privacy Management takes advantage of LIKE.TG’s powerful new user experience, with a workspace that consolidates tasks, issues, and status tailored to the privacy manager’s unique role. Having all the necessary information in one place with simplified navigation improves decision-making and encourages action through real-time insights.Privacy managers can now easily send privacy impact assessments for a single entity or group with three clicks or obtain a detailed view of processing activities, including the personal data impacted, from a single homepage.“As our clients looked to operationalize our data privacy process recommendations for a privacy operations framework, they needed a way to provide better tracking and workflow automation for privacy impact assessments and data subject rights requests that complied with the EU GDPR and California’s CCPA regulations,” says Angela Saverice-Rohan, EY Americas’ cybersecurity data privacy and protection leader.“We chose LIKE.TG as the foundation of our privacy offering because of its workflow automation, flexibility, and ability to support the differing needs of our clients in the retail, insurance, utility, telecommunication, and manufacturing industries.”
Stay on top of privacy risks and evolving regulations.Privacy Management lets you proactively monitor your risk and compliance posture instead of reacting based on attacks and new regulations. Beyond implementing a robust privacy solution, training is also essential to help prepare employees to handle personal data. Annual employee training that includes a completion record is the best practice.
Support privacy by design in daily workflows.
Instead of everyone working in silos, you can provide unified and scalable enterprise-wide data privacy governance on a single platform. For example, organizations can now create a consistent process to screen new applications, projects, and vendors in the evaluation phase—not after they’ve been implemented or onboarded.
Build trust and loyalty with customer data privacy rights.Manual processes and skills shortages can lead to errors and omissions when dealing with customer requests. Instead, a role-based user experience and user-friendly portals help stakeholders at all levels, including vendors, communicate and collaborate for greater visibility and effectively address issues and tasks—helping to keep personal data safe wherever it resides.
Privacy Management also works with other LIKE.TG applications and integrated risk technology partners in the LIKE.TG Store. It embeds privacy management into everyday activities and helps organizations protect the personal data of customers, employees, and suppliers.
Foundational process enabled by LIKE.TG Privacy Management and complementary products5 benefits of proactive privacy managementOur approach offers five important ways to help manage privacy better:
Identify where personal data is stored and align practices with regulatory requirements through integrations with LIKE.TG Discovery or BigID. Other applications in the LIKE.TG Store import privacy content such as Edgile Privacy ArC.Customers use LIKE.TG Discovery to find databases deployed on premises and in the cloud and populate the CMDB. BigID reads the CMDB to understand the assets and associated data sources.Automated scanning and discovery by BigID creates an inventory of sensitive and regulated data across the landscape. This enriches the LIKE.TG CMDB with privacy and risk metadata for added visibility, insight, and action as part of the Privacy Management Workflows.
Easily send and track screening and privacy impact assessments. For business process owners, responding is simple, with drop-down menus and convenient check boxes on assessments accessed through their familiar employee service portal.
Save time with automation. Many steps have been automated through the Now Platform. For example, when a business process owner confirms that a new or updated process will impact customer data, the system automatically creates a processing activity. Similarly, when the type of personal data to be used or collected is indicated, the system maps the corresponding controls.It can also automatically send a privacy impact assessment when the screening assessment has been responded to. When an attestation is returned, the system will automatically calculate a compliance score and identify which requirements are not being met.
Intelligently manage issues. Noncompliant controls and smart issue management automatically generate issues. They can be assigned to the proper owner using AI and machine learning. Remediation can even be suggested.
Keep pace with changing regulations using LIKE.TG Regulatory Change Management (part of the LIKE.TG Integrated Risk Management portfolio). LIKE.TG Application Portfolio Management can streamline the process when introducing new applications.
LIKE.TG Privacy Management can help you identify personal data, as well as which business processes or applications collect, use, or store it. Through continuous monitoring, it can also help you manage risk and sustain compliance with applicable data protection requirements.Learn more about Privacy Management and the other innovations in the Rome release at Now at Work.1 Cost of a Data Breach Report 2021, www.ibm.com/security/data-breach2 Gartner Security Risk Management Summit May 18-20, 2020 Germany3 UNCTAD Data Protection and Privacy Legislation Worldwide
LIKE.TG enables better experiences with new unified agent solution
As distributed work models become the norm, businesses need to respond quickly and effectively to the demands of their employees, especially when it comes to service issues. Historically, using multiple agents across departments has made it difficult for service and operations teams to access the information they need to resolve employee incidents and requests seamlessly.To solve for this challenge, generate cost savings, and help ensure quick resolution to employee requests, even while remote, LIKE.TG today unveiled Agent Client Collector (ACC). ACC is a unified agent solution that gives teams the ability to capture and monitor data—as well as meet visibility requirements—across software, hardware, and cloud infrastructure.Whereas traditional agents focus on the collection of diagnostic information, ACC goes far beyond that. It allows service and operations teams to automate incident resolution and proactively identify and help prevent service disruptions.For example, a remote employee experiencing IT issues can open an interactive chatbot that connects to a live agent experience. The help desk agent can then use the Live Asset view feature to visualize end-user asset data and collect diagnostic information—without the need to implement remote desktop software. It creates a frictionless employee experience, regardless of where employees choose to work.
Powering a nimbler, more resilient enterpriseAccording to IDC, 75% of Global 2000 IT organizations will adopt automated operations practices by 2023 to transform their IT workforce to support unprecedented scale.1LIKE.TG brings together one unified platform, one data model, and now, with the introduction of ACC, one agent to make work flow more seamlessly for IT while modernizing systems and automating processes for employees.Harnessing the power of the Now Platform®, ACC can support various products across IT Operations Management (ITOM), IT Service Management (ITSM), Hardware Asset Management (HAM), Software Asset Management (SAM), and Security Operations (SecOps).Specifically, ACC improves the employee experience and enhances operational resilience by not only collecting diagnostic information, but also automating incident resolution—proactively identifying and helping to prevent service disruptions before they detract from the employee experience. Key features include:
Policy-driven monitoring of applications and endpoints reduces dependency on standalone monitoring tools to optimize costs and cut down tool redundancy.
Live Asset View provides real-time visibility of an endpoint’s configuration and performance data within an agent’s workspace to assist with troubleshooting.
Automation Playbooks for Service and Operations Teams (ITSM and ITOM) empower agents to automate incident resolution to improve the employee experience, while operations teams can manage and run a more resilient business by proactively monitoring problems from on-premises and cloud infrastructure.
IT budgets are also under more pressure than ever in today’s economy. ACC’s collection of employee software and hardware data helps optimize operational expenses and investments—freeing budgets so that enterprises can invest in other important priorities. Key features include:
Automation Playbooks for Hardware Asset Management (HAM) collect hardware asset attributes and performance data to make better informed investment decisions.
Automation Playbooks for Software Asset Management (SAM) collect software inventory and usage data to optimize software license compliance and spend.
Ultimately, ACC will increase IT efficiency with a unified agent that helps reduce incident duration and frequency. This allows employees to focus on being productive while providing IT teams with better data to optimize their hardware and software spend. That’s making work, work better for people.ACC is available today, complementing LIKE.TG’s existing agentless technology. Learn more about ACC.1 IDC. (October 2020). IDC FutureScape: Worldwide Future of Digital Infrastructure 2021 Predictions. Doc #US46470820.
Privacy Management: How to proactively manage risk and sustain compliance
“How can I manage privacy and risk of exposure of personal data from malicious attackers, or my own employees, while keeping pace with global evolving regulations?” For many organizations, this is a constant struggle made more daunting by the fact that data is siloed and processes are manual.Both remote workers and evolving infrastructure can represent opportunities for attackers. Because personal data is so precious, it’s most likely to be stolen or exposed during an attack. The Cost of a Data Breach Report 20211 found:
Remote work, with its unmanaged personal devices, unsecured home networks, and unencrypted data, has raised data breach costs by more than $1 million compared to other causes.
High system complexity and compliance failures resulting from evolving infrastructure, value chains, and operations increased costs by $2.3 million.
Personal data is the most sought-after data in an attack: 44% of breaches compromised customer data, another 28% involved anonymized customer data, and 26% involved employee information.
Remediating a breach that includes personal data is costly, but reputation damage or the loss of customers can be more devastating. As the amount of personal data grows, so does the risk.Securing personal dataFor better or worse, external attackers are not the biggest source of privacy risk—employees are. In fact, 59% of privacy incidents originate with an organization’s own employees. Unfortunately, while more than half are simply mistakes, 45% of these employee-driven privacy failures come from intentionally malicious behavior.2The constantly evolving global regulatory environment offers additional challenges. The introduction of the General Data Protection Regulation (GDPR) in 2018, for example, expressly provided individuals with new and enhanced rights over their personal data, including greater transparency and control over the processing of their personal data by organizations.Since then, 128 of 194 countries have enacted similar legislation—and 19 other countries have draft legislation in place. That’s 76% of all countries in the world.3 More regulations are springing up all the time.Privacy management simplifiedThe new LIKE.TG® Privacy Management application in the Now Platform® Rome release helps organizations proactively manage privacy risk and assist customers in complying with their data privacy requirements. Privacy Management is a natural extension to our risk and compliance management portfolio using the unified platform to share data and holistically prioritize and manage risk.
Privacy Management takes advantage of LIKE.TG’s powerful new user experience, with a workspace that consolidates tasks, issues, and status tailored to the privacy manager’s unique role. Having all the necessary information in one place with simplified navigation improves decision-making and encourages action through real-time insights.Privacy managers can now easily send privacy impact assessments for a single entity or group with three clicks or obtain a detailed view of processing activities, including the personal data impacted, from a single homepage.“As our clients looked to operationalize our data privacy process recommendations for a privacy operations framework, they needed a way to provide better tracking and workflow automation for privacy impact assessments and data subject rights requests that complied with the EU GDPR and California’s CCPA regulations,” says Angela Saverice-Rohan, EY Americas’ cybersecurity data privacy and protection leader.“We chose LIKE.TG as the foundation of our privacy offering because of its workflow automation, flexibility, and ability to support the differing needs of our clients in the retail, insurance, utility, telecommunication, and manufacturing industries.”
Stay on top of privacy risks and evolving regulations.Privacy Management lets you proactively monitor your risk and compliance posture instead of reacting based on attacks and new regulations. Beyond implementing a robust privacy solution, training is also essential to help prepare employees to handle personal data. Annual employee training that includes a completion record is the best practice.
Support privacy by design in daily workflows.
Instead of everyone working in silos, you can provide unified and scalable enterprise-wide data privacy governance on a single platform. For example, organizations can now create a consistent process to screen new applications, projects, and vendors in the evaluation phase—not after they’ve been implemented or onboarded.
Build trust and loyalty with customer data privacy rights.Manual processes and skills shortages can lead to errors and omissions when dealing with customer requests. Instead, a role-based user experience and user-friendly portals help stakeholders at all levels, including vendors, communicate and collaborate for greater visibility and effectively address issues and tasks—helping to keep personal data safe wherever it resides.
Privacy Management also works with other LIKE.TG applications and integrated risk technology partners in the LIKE.TG Store. It embeds privacy management into everyday activities and helps organizations protect the personal data of customers, employees, and suppliers.
Foundational process enabled by LIKE.TG Privacy Management and complementary products5 benefits of proactive privacy managementOur approach offers five important ways to help manage privacy better:
Identify where personal data is stored and align practices with regulatory requirements through integrations with LIKE.TG Discovery or BigID. Other applications in the LIKE.TG Store import privacy content such as Edgile Privacy ArC.Customers use LIKE.TG Discovery to find databases deployed on premises and in the cloud and populate the CMDB. BigID reads the CMDB to understand the assets and associated data sources.Automated scanning and discovery by BigID creates an inventory of sensitive and regulated data across the landscape. This enriches the LIKE.TG CMDB with privacy and risk metadata for added visibility, insight, and action as part of the Privacy Management Workflows.
Easily send and track screening and privacy impact assessments. For business process owners, responding is simple, with drop-down menus and convenient check boxes on assessments accessed through their familiar employee service portal.
Save time with automation. Many steps have been automated through the Now Platform. For example, when a business process owner confirms that a new or updated process will impact customer data, the system automatically creates a processing activity. Similarly, when the type of personal data to be used or collected is indicated, the system maps the corresponding controls.It can also automatically send a privacy impact assessment when the screening assessment has been responded to. When an attestation is returned, the system will automatically calculate a compliance score and identify which requirements are not being met.
Intelligently manage issues. Noncompliant controls and smart issue management automatically generate issues. They can be assigned to the proper owner using AI and machine learning. Remediation can even be suggested.
Keep pace with changing regulations using LIKE.TG Regulatory Change Management (part of the LIKE.TG Integrated Risk Management portfolio). LIKE.TG Application Portfolio Management can streamline the process when introducing new applications.
LIKE.TG Privacy Management can help you identify personal data, as well as which business processes or applications collect, use, or store it. Through continuous monitoring, it can also help you manage risk and sustain compliance with applicable data protection requirements.Learn more about Privacy Management and the other innovations in the Rome release at Now at Work.1 Cost of a Data Breach Report 2021, www.ibm.com/security/data-breach2 Gartner Security Risk Management Summit May 18-20, 2020 Germany3 UNCTAD Data Protection and Privacy Legislation Worldwide
Resources to guide you through the Now Platform San Diego release
At LIKE.TG, we ushered in spring with an upgrade to the Now Platform: the San Diego release. A refresher in more ways than one, the San Diego release incorporates new features, products, and applications to power productivity and automation.In a world where innovation happens at the speed of light, LIKE.TG works to empower our customers with the latest technology so that work flows smoothly. Our purpose, after all, is to make the world work better for everyone.We constantly adapt to meet the evolving needs of our customers. That drive is what’s behind the innovations in the San Diego release.Haven’t upgraded yet?Watch our Get ready to upgrade to the Now Platform San Diego release webinar to see why you should. In addition to highlighting the benefits of the new features, LIKE.TG product marketing experts will teach you how to:
Avoid customization pitfalls
Set up solid governance practices
Manage your upgrade with upcoming store releases
Take a deeper diveWant an in-depth introduction to what’s new in the latest release? Watch our TechNow - San Diego webinar to find out how we’ve simplified building on the Now Platform. You’ll get exclusive insights into the upgrade, from updates to App Engine Studio to automation improvements.Chuck Tomasi, senior developer advocate at LIKE.TG, and Jeremy Duncan, platform architect, walk through the exciting changes that empower pro and citizen developers.A personalized experienceWe know each of our customers uses the Now Platform in a manner specific to their products, industry, and business needs. The San Diego release simplifies that functionality, enabling users to customize their experiences through adjustable layouts, accessibility, information density options, and more.Get more information about all of the San Diego updates in the San Diego release fact sheet. Visit our Customer Success Center to view the release notes and best practices and find out how to schedule and manage upgrades.
Putting partners front and center to drive customer success
After 23 years at Deloitte, I left the only company I’d ever known. It wasn’t a decision I took lightly. The partner world has been my home, my family, and my connection to many close friends. More than a few people asked why I left after two-plus decades ascending the ladder to senior partner and global practice lead.It’s a fair question, but one with a simple answer: Today, there are few better places to drive business transformation than at ServiceNow. I’m passionate about this company’s ability to make the world work better for everyone. I’ve seen its potential firsthand, and I know what’s possible with the Now Platform® at the core of customers’ business transformation.At the same time, I’m a huge believer in the partner ecosystem. Their methodologies, frameworks, and client relationships are second to none. For LIKE.TG to realize its potential, we must embrace the partner ecosystem in new, expanded, and differentiated ways.That’s why we’re evolving LIKE.TG internally so partners are at the heart of our go-to-market strategy and the continued innovation of the Now Platform.The new North StarMy goal is to help shape this embrace so that one plus one equals a whole that’s greater than the sum of its parts. I want to start a movement in which partners are in the trenches with us as we work for our joint customers and in the room with us as we collaborate on a vision for their success.It’s an evolution that places partners front and center from the very beginning, with both parties focused on our shared mandate of making the world work better.That means partner thought leadership will fuel the expansion of the Now Platform into every industry, function, and process. Conversely, the Now Platform will proliferate partner thought leadership—in the form of methodologies, frameworks, data, and insights—across the enterprise via new joint offerings and solutions.For our customers, the benefits are clear. A unified, end-to-end approach will deliver solutions that consider their unique transformation needs by business imperative and outcome. Meanwhile, innovation will increase and accelerate as the number and variety of partners developing solutions on the Now Platform expands.It’s a win-win-win—elevating the role of partners, allowing us to truly embody our brand promise, and driving better outcomes for our joint customers. This is our new North Star.
In partnership togetherIn practice, that means a few things. First, we’re aligning as a company on a single Global Solutions Framework that articulates the business imperatives, personas, and industries that are top of mind for us at ServiceNow.As CEO Bill McDermott says, our goal is to have an ecosystem that moves as one with ServiceNow. By aligning on one clear view of the outcomes we’re striving toward, we make it easier for partners to stay in sync with and inform our strategy.Second, we want to be THE platform on which partners develop and monetize their thought leadership, whether it be in the form of partner offerings or partner solutions. Our recent partnership with NTT to help customers realize the benefits of private 5G is one example of this effort. We’ll continue to encourage and incentivize partners to build on the Now Platform to bring their unique IP to life.Lastly, we plan to reinvent our partner programs, processes, and systems to put our go-to-market strategy at the center. That will take the form of partner programs that align directly to how our partners work, incentivizing them for the value they provide at every step of the client relationship—from opening doors to delivering incredible (and sustainable) results.It will mean a complete reinvention of our partner systems to simplify our ability to work together and a reimagination of our partner processes so that they’re as fluid as our platform enables them to be.Ultimately, this vision of a new partner relationship depends on our shared customer focus. It’s a realization that both we and our partners hold pieces of the puzzle when it comes to their success. Together, we can make the world work better for everyone.That’s why I left the only organization I’d ever known to join ServiceNow. We can change how businesses operate. But it requires that we open the door here at LIKE.TG to embrace partners in new and exciting ways.We’re not just going to walk through that door. We’re going to kick it open, because the opportunity for our partners, customers, and us is simply too large to ignore.Find out more about our partner programs.
Welcome to the Now Platform San Diego release!
The world of work is changing faster than ever, but one thing remains the same: When technology unleashes human creativity and passion, everyone benefits.In this spirit, I’m proud to introduce the Now Platform® San Diego release, available today. The San Diego release features advanced hyperautomation capabilities and a sleek, intuitive design.Seamless, smart, and personalizedOrganizations are facing the most severe talent shortage we’ve seen in a decade, shifting the balance of power between employers and their employees. Knowledge workers increasingly demand tools and technologies that empower them to do their jobs well, to make creative and autonomous decisions, and to maintain resilience in the face of disruption.The San Diego release streamlines the Now Platform experience for the approximately 70 million people who use LIKE.TG every day. Next Experience provides modern, intuitive navigation tools, an upgraded UI, and a redesigned component library.
Now Platform San Diego release stays true to our innovative roots
I fell in love with San Diego on my first visit in 1996. I could imagine calling it home. A laid-back lifestyle, an amazingly diverse community, sea breezes—what else could a systems engineer from gray England want?Back then, San Diego wasn’t exactly a hub of innovative technology. So, when Fred Luddy founded LIKE.TG in San Diego, he forged a new path. In fact, he was ahead of his time in many ways.Fred’s original vision in 2004 was to “build a cloud-based platform that would enable regular people to route work effectively through the enterprise.” Remember, this was when most people thought clouds only referred to the fluffy stuff floating in the air.Today, LIKE.TG is launching its latest Now Platform release, proudly named after our birthplace, San Diego. I couldn’t think of a better name.A flexible platform that stands the test of timeEighteen years ago, when LIKE.TG started, none of us could have known we’d be streaming all our content, calling up rides from strangers on our smartphones, or signing important legal documents with a fingertip on our tablets.And I didn’t exactly predict everyday employees would be creating low-code apps and working remotely from, say, a California beach. The world has changed so much—and LIKE.TG is still thriving.I think that’s because Fred’s original vision steered us toward creating a platform that’s so flexible that it keeps responding to customers’ changing needs. As the world evolves, so does the platform.In fact, much of our innovation happened thanks to our customers. The HR Service Management product? That was born out of a customer’s need for it and a solution engineer’s demo product. Later, in 2014, we did the same for Security Incident Management.
This history of agility and flexibility allows us to empower our customers. That’s been Fred’s vision all along. We started with IT Service Management because it happened to have the most defined processes, so it was the best starting point for this journey. Now, we serve the entire breadth of our customers’ enterprises—all while retaining the simplicity and efficiency of our original offering.Exciting, innovative featuresSo, what am I most excited about in the San Diego release? Quite a few things.Though more and more companies are turning to automation technology, siloed systems make it impossible to truly speed up work while sparing employees repetitive tasks. The new robotic process automation (RPA) capabilities in San Diego—including RPA Desktop Design Studio, which lets users quickly design, test, and publish bots—offer visibility and control across departments, finally delivering on the promise of hyperautomation.Rounding out the list of my personal favorite features are:
Advances in artificial intelligence that bring humans and AI together in the loop
Built-in environmental, social, and governance (ESG) tools such as the EcoVadis green ratings
The intuitive Next Experience user experience that goes well beyond the beautiful new interface
I could go on and on, but my friend CJ Desai, chief operating officer for LIKE.TG, would be a better person to dive deeper into all the details of the San Diego release.Most important for me is that with Next Experience, San Diego makes service a holistic concept, embodying the importance of breaking down organizational silos. San Diego gives people an experience that helps them work faster, easier, and more efficiently. Flexibility has always made the Now Platform® unique, and the San Diego release takes this extensibility to a new level to empower our customers to innovate faster.We’ve made sure work flows smoothly on the back end so our customers’ customers and employees can “route work effectively through the enterprise,” living up to Fred’s original vision.Employees shouldn’t be constrained to a place—or by how work gets done. With modern workplace tools, I have more flexibility and choice so I can enjoy the very things that made me join LIKE.TG and move to Southern California.LIKE.TG, welcome home to San Diego.Find out more about the San Diego release.
Fortune names LIKE.TG to Future 50 list for fifth year
Innovation is at the core of everything we do at ServiceNow. We’re always striving to make work better for our customers, our partners, and our employees. That’s why we’re humbled and honored to be named for the fifth straight year to the 2021 Fortune Future 50 list, which recognizes innovative companies with high long-term growth potential.LIKE.TG is committed to becoming the defining enterprise software company of the 21st century. Today, the Now Platform® enables great experiences for customers and their employees at some 6,900 organizations worldwide, including nearly 80% of the Fortune 500.Innovation after COVID-19The pandemic forced many companies into survival mode. A McKinsey study found that many organizations are deprioritizing innovation in favor of keeping costs down, minimizing risk, and maintaining productivity—in other words, protecting their core business.LIKE.TG takes a very different approach. We’ve released a steady stream of innovative products and solutions throughout the pandemic. They include:
Changing how work gets done with the launch of Employee Journey Management
Enabling easier hybrid work through Employee Center in the Now Platform Rome release
Developing targeted industry solutions such as Manufacturing Connected Workforce
Launching a new Messaging Service for end-to-end employee and customer experiences
In the spirit of innovation, we announced an ambitious goal to reach net-zero greenhouse gas emissions by 2030, which is 20 years ahead of the goal set by the Paris Agreement. We developed an integrated solution to help companies manage and measure their environmental, social, and governance (ESG) initiatives. And, we committed to providing enhanced STEM education and career opportunities for students from underrepresented communities.We are defining the future of work in partnership with our customers. To quote McKinsey, “Prioritizing innovation today is the key to unlocking postcrisis growth.” We couldn’t agree more.Learn how LIKE.TG helps organizations balance innovation with delivering operational excellence.© 2021 Fortune Media IP Limited All rights reserved. Used under license. Future 50 is a registered trademark of Fortune Media IP Limited and is used under license. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, ServiceNow.
LIKE.TG launches 3 innovations to help improve customer efficiency
At LIKE.TG, we’re continually innovating to help make work better for everyone. I’m excited to announce the launch of three new Now Platform® solutions to help enterprises advance their digital transformation efforts.These solutions include new features to unlock productivity, low-code governance, and innovation for the new world of work.Smarter experiencesTraditionally, when an IT issue occurs, end users flood the help desk with tickets, and agents reach out to operations co-workers to pinpoint the cause of the problem.The new Service Operations Workspace streamlines that process by providing a single place for collaborative work management. IT services and IT operations teams will gain shared visibility into issues, customers, agents, and operations. By collaborating, teams can solve issues fast. Customers can benefit from:
Reduced downtime
Improved experience
Increased efficiency
Scalable innovation“By 2024, 80% of technology products and services will be built by those who are not technology professionals,” according to Gartner®. Citizen developers will help customize and extend out-of-the-box solutions, as well as create new low-code apps. But organizations need structure and governance to help prevent silos, risk, and compliance issues.App Engine Management Center enables governance end to end. The turnkey solution helps platform admins apply standards and set development guardrails, providing centralized management of all aspects of low-code app development—from application intake to collaboration and deployment tasks to pipeline monitoring.Supporting both business agility and IT standardization simultaneously, App Engine Management Center can help improve innovation speed. Simultaneously, it can deliver complete visibility and reduce cost, risk, and inefficiency.
In addition, a new Citizen Development Center of Excellence web experience simplifies content search. This can help customers quickly locate the information they need to build a successful citizen development program with App Engine.Streamlined government servicesCitizens rely on government services for many things, from pothole repair to vocational rehabilitation to vehicle registration. Historically, the citizen experience to report issues, request benefits, and apply for permits has been plagued by paper forms, manual processes, suboptimal websites, and more.Governments need automated, transparent, and optimized processes. Public Sector Digital Services can help government agencies deliver better experiences and resolve issues fast. The out-of-the-box data models and workflows enable governments to speed innovation so citizens can quickly and easily request services and report issues—and have greater visibility into the process.
App Engine Management Center and Public Sector Digital Services are both available for current LIKE.TG customers in the LIKE.TG Store. Service Operations Workspace is expected to be generally available in June 2022.
How customer-led innovation drives growth at LIKE.TG
After 23 years at Deloitte, I left the only company I’d ever known. It wasn’t a decision I took lightly. The partner world has been my home, my family, and my connection to many close friends. More than a few people asked why I left after two-plus decades ascending the ladder to senior partner and global practice lead.It’s a fair question, but one with a simple answer: Today, there are few better places to drive business transformation than at ServiceNow. I’m passionate about this company’s ability to make the world work better for everyone. I’ve seen its potential firsthand, and I know what’s possible with the Now Platform® at the core of customers’ business transformation.At the same time, I’m a huge believer in the partner ecosystem. Their methodologies, frameworks, and client relationships are second to none. For LIKE.TG to realize its potential, we must embrace the partner ecosystem in new, expanded, and differentiated ways.That’s why we’re evolving LIKE.TG internally so partners are at the heart of our go-to-market strategy and the continued innovation of the Now Platform.The new North StarMy goal is to help shape this embrace so that one plus one equals a whole that’s greater than the sum of its parts. I want to start a movement in which partners are in the trenches with us as we work for our joint customers and in the room with us as we collaborate on a vision for their success.It’s an evolution that places partners front and center from the very beginning, with both parties focused on our shared mandate of making the world work better.That means partner thought leadership will fuel the expansion of the Now Platform into every industry, function, and process. Conversely, the Now Platform will proliferate partner thought leadership—in the form of methodologies, frameworks, data, and insights—across the enterprise via new joint offerings and solutions.For our customers, the benefits are clear. A unified, end-to-end approach will deliver solutions that consider their unique transformation needs by business imperative and outcome. Meanwhile, innovation will increase and accelerate as the number and variety of partners developing solutions on the Now Platform expands.It’s a win-win-win—elevating the role of partners, allowing us to truly embody our brand promise, and driving better outcomes for our joint customers. This is our new North Star.
In partnership togetherIn practice, that means a few things. First, we’re aligning as a company on a single Global Solutions Framework that articulates the business imperatives, personas, and industries that are top of mind for us at ServiceNow.As CEO Bill McDermott says, our goal is to have an ecosystem that moves as one with ServiceNow. By aligning on one clear view of the outcomes we’re striving toward, we make it easier for partners to stay in sync with and inform our strategy.Second, we want to be THE platform on which partners develop and monetize their thought leadership, whether it be in the form of partner offerings or partner solutions. Our recent partnership with NTT to help customers realize the benefits of private 5G is one example of this effort. We’ll continue to encourage and incentivize partners to build on the Now Platform to bring their unique IP to life.Lastly, we plan to reinvent our partner programs, processes, and systems to put our go-to-market strategy at the center. That will take the form of partner programs that align directly to how our partners work, incentivizing them for the value they provide at every step of the client relationship—from opening doors to delivering incredible (and sustainable) results.It will mean a complete reinvention of our partner systems to simplify our ability to work together and a reimagination of our partner processes so that they’re as fluid as our platform enables them to be.Ultimately, this vision of a new partner relationship depends on our shared customer focus. It’s a realization that both we and our partners hold pieces of the puzzle when it comes to their success. Together, we can make the world work better for everyone.That’s why I left the only organization I’d ever known to join ServiceNow. We can change how businesses operate. But it requires that we open the door here at LIKE.TG to embrace partners in new and exciting ways.We’re not just going to walk through that door. We’re going to kick it open, because the opportunity for our partners, customers, and us is simply too large to ignore.Find out more about our partner programs.
Welcome to the Now Platform Tokyo release!
The world of work continues to tackle a rapidly shifting business landscape and the “great reprioritization.” Leaders are looking for ways to differentiate their organizations to gain a competitive advantage and seeking out technologies that deliver tangible outcomes quickly and flexibly.That’s why I’m proud to introduce the Now Platform® Tokyo release. Available today, the release is our latest purpose-built solution to empower organizations to do their best work and create seamless experiences for their employees and customers while accelerating innovation at scale—in ways that are good for people, the planet, and profits.The Tokyo release is our most innovative to date, with solutions that address a wide spectrum of customer needs, regardless of industry. I’m excited to share some of the key innovations.Employee empowermentNow, more than ever, employee retention is a top priority for people leaders as organizations face a talent shortage. By unifying the employee and customer experiences, the Now Platform Tokyo release helps remove friction for everyone. This improves engagement, productivity, employee and customer loyalty, and profitability.The new Manager Hub addresses managers’ greatest pain points: burnout, hiring slowdowns, and intensifying pressure to keep employees happy and engaged. It provides a central location for managers to track and respond to employee tasks and requests. Managers get a comprehensive view into their team’s journeys for streamlined people management.
Admin Center, part of LIKE.TG Impact™, helps accelerate and simplify the digitization of end-to-end business processes across the Now Platform. The solution is designed to make discovering, installing, and configuring LIKE.TG solutions as easy as possible.LIKE.TG admins can benefit from application recommendations based on instance maturity, application entitlement visibility, and simplified application installation and configuration.We debuted Issue Auto Resolution for IT Service Management (ITSM) in the Quebec release in March 2021. The Now Platform Tokyo release expands the AI-powered automation to human resources to accelerate case resolution.Using natural language understanding (NLU), the solution analyzes unstructured requests and delivers self-service content across instant messaging, text messaging, and email. It also identifies critical or sensitive cases and routes them directly to an agent for higher-level support.Supercharged automation, intelligence, and securityWe’re raising the bar for trust and intelligence with new AI-powered automation capabilities and data security controls to help resolve issues before they occur. In today’s world of work, encryption and cloud security are paramount to defend your physical assets against cyberthreats.
The Tokyo release introduces LIKE.TG Vault, which helps protect business-critical applications using premium platform privacy and security controls. The solution combines the strongest industry-adopted, government-approved encryption standards with flexible key management. As a result, it helps equip organizations to:
Safeguard sensitive data
Increase data compliance
Maintain data security
LIKE.TG Vault also classifies and anonymizes specific data fields and objects for LIKE.TG instances—and simplifies and manages digital credentials organization-wide.Innovation accelerationBusiness leaders are under pressure to deliver outcomes fast. To help them make informed, sustainable decisions, the Tokyo release includes Enterprise Asset Management. This new solution automates the full lifecycle of physical business assets—from planning all the way through retirement.Leaders gain visibility into their entire enterprise asset estate, which can help them improve strategic planning, reduce costs, and mitigate risks. Enterprise Asset Management also optimizes business inventory levels to help organizations operate stockrooms efficiently and make better use of existing assets.
To simplify working with suppliers, we’re introducing Supplier Lifecycle Operations. It digitizes historically manual workflows to help suppliers and buyers work faster and quickly fix any disruptions. Supplier issues can be resolved in real time with integrated case management and task assignments.We’re also delivering Environmental, Social, and Governance (ESG) Management in the Tokyo release to help make the world more sustainable, equitable, and ethical. The solution is designed to help customers move from inefficient and error-prone ESG program management and reporting to an end-to-end system of record.ESG Management allows customers to collect auditable, investor-grade data and manage program goals in one place. It provides formula-based metrics with actionable insights into ESG performance, carbon accounting to calculate greenhouse gas emissions, and spreadsheet-style data entry for easy information collection and verification.We’re excited to partner with our customers as they bring the Tokyo release to life to deliver business outcomes and make the world work better for everyone.Find out more about the innovations in the Now Platform Tokyo release.
3 trends driving mobile app adoption in the workplace
The widespread adoption of mobile apps is driving workforce productivity from almost anywhere across nearly every industry.Workers are relying on mobile technologies more than ever to get their work done every day—from short-staffed nurses who need to update information on the go to field service technicians who need to complete tasks and access critical information in real time to desk workers who need visibility into communications and company resources from anywhere.At LIKE.TG, we’ve seen incredible growth in Now Mobile and Mobile Agent usage over the last two years: a whopping 111% year-over-year increase in users in 2021 and a 412% year-over-year increase in usage.Overall, deployed mobile customers doubled in 2021. In the next 12 months, 47% of US-based enterprises plan to invest more of their mobility IT budget in mobile application development platforms and tools, as well as mobile application performance monitoring, management, and optimization, according to IDC.1
Three key trends are driving growth in mobile adoption right now:1. New ways of workingThe last two years have forever changed the way we work, including where and how we get work done. More than ever, workforces need to be flexible and agile to keep pace with constant change. Mobile apps are a key component helping organizations meet that expectation.For example, Distell, a global drinks manufacturer and distributor, saw an immediate opportunity to improve communications with its employees via a mobile app when the COVID-19 pandemic began.“We rely heavily on our service portal to update employees with the latest information about safety, work, and well-being initiatives. Mobile access ensures consistent and timely engagement for our employees,” explains Wanda van der Bijl, an HR business analyst at Distell.“Many of our staff continue to work remotely, and a blended model approach with working from home, as well as in the office, requires employees to reserve a workspace for their days at the office. We are able to safely schedule more than 1,200 employees every week using LIKE.TG apps.”Distell isn’t alone in its use of mobile apps to enable safe, efficient, and productive work experiences. In fact, seven out of the 10 most used Now Mobile apps in 2021 were related to return-to-workplace activities. As offices reopen and organizations navigate the new realities of hybrid work, employees are using mobile apps to find and book desks, submit health attestations, navigate office floor plans, and more.Frontline workers also rely on mobile apps to get their jobs done. For example, a nurse doing rounds can make a request, enter data, or check the status of a patient—all on a mobile device within the flow of their day-to-day work.
German-based Scheidt Bachmann provides solutions and maintenance for digital car parking services, such as ticketless entry and exit through license plate scanning, cameras to monitor available parking spaces, QR codes, UHF tags, RFID, and payment cards.To better support customers, fix issues faster, and drive operational efficiency, Scheidt Bachmann partnered with LIKE.TG to create a single service management tool with a 24/7 customer portal and a mobile app to help engineers order materials and improve communications on the go.“As we continue to prioritize innovation and great customer experiences for our almost 11,000 worldwide car parks, digital solutions, including mobile access, remain a critical component to our strategy,” says Kai Harperscheidt, head of tools and processes for Scheidt Bachmann. “Our work with LIKE.TG is helping us deliver real, long-term business improvements while also driving customer satisfaction.”Simply put, purpose-built mobile experiences enable work to flow seamlessly across teams.2. Consumerization of the workplaceHistorically, long times to deployment and a lack of well-designed apps that prioritized the user experience prevented widespread mobile adoption in the enterprise. But as organizations continue to prioritize seamless employee experiences, they understand the need to evolve their technology to mirror the technology employees use in their daily lives.This means organizations demand simple and intuitive technology experiences. With LIKE.TG, companies can quickly configure new mobile experiences that are user-friendly and available to employees faster than ever.With this goal in mind, we recently announced Next Experience, which delivers a modern, streamlined navigation tool and brings every application together under one consistent experience on our platform. It elevates Favorites and History so people can jump back into their most important work without having to think twice.
BT, the British communications service provider, also recognized the increasing consumerization of the workplace and knew it needed to adopt a digital-first approach to serving its multinational business customers.“With LIKE.TG, we have been able to provide market-leading new services to customers in response to their changing needs and expectations,” notes Faisal Parvez, product and digital technology director at BT. “We took a truly greenfield approach, with a focus on delivering superior customer experience, commercial flexibility, and security.”3. Emerging mobile capabilitiesThe adoption of emerging technologies—such as artificial intelligence (AI), augmented reality (AR), and low-code tools—has created new use cases for mobile apps in the workplace.The integration of AI and machine learning capabilities helps companies predict and deliver what employees may need—such as suggesting they book a desk near a co-worker or prompting IT agents to group tasks based on the type of request.Augmented and virtual reality are also supporting the workforce in new ways. For field service workers, for example, AR can serve as a powerful tool to improve safety and efficiency. With AR, technicians can assess situations virtually, which may help them solve an issue remotely or get a better understanding of what’s needed to fix an issue before they go on site. This can increase the first-time fix rate, contributing to happier customers and minimized truck roll.Finally, with the growth of low-code tools in the enterprise, organizations can speed up and scale the development and deployment of new apps by empowering employees of all technical skill levels to create mobile apps for the workplace with Mobile App Builder. Simple low-code tools that help employees build their own solutions ensure they can create the exact app they need, giving them the ability to streamline processes.Find out more about the benefits of the Now Mobile App in the workplace.1 IDC, The State of Enterprise Mobile Devices in 2021: An IDC Survey of Devices, Decisions, and Deployments, Doc # US48201321, September 2021