ServiceNow Boosts Productivity and Strengthens Collaboration Across the Enterprise With the Now Platform Xanadu Release

Rhea-AI Summary

ServiceNow (NYSE: NOW) has announced new innovations in its Now Platform Xanadu release, aimed at boosting productivity and strengthening collaboration across enterprises. Key features include:

1. A new integrated development environment (IDE) for faster app development and collaboration
2. Enterprise Architecture for streamlined IT processes
3. Updates to AIOps and Service Reliability Management for improved IT operations
4. Guided Self-Service in Employee Center for easier cross-departmental help

These innovations are designed to help organizations scale to meet rapid innovation, improve operational efficiency, and accelerate business transformation. The release is now generally available to all customers.

Positive

• Introduction of an integrated development environment (IDE) for faster application development
• Launch of Enterprise Architecture to streamline IT processes and optimize spend
• Improvements in AIOps and Service Reliability Management for better IT operations
• Introduction of Guided Self-Service in Employee Center for improved employee experience
• Potential for reducing mean time to resolution (MTTR) by 20% through improved collaboration and AIOps assessment

Negative

• None.

Insights

Financial Analyst

The Xanadu release, while not providing specific financial figures, represents a significant product update for ServiceNow. This could potentially drive increased adoption and revenue in the medium term. The focus on operational efficiency aligns with current market demands, as evidenced by IDC's forecast of IT spend growth outpacing GDP by 3X. The new features, particularly in developer collaboration and IT operations management, address key pain points for enterprises, potentially strengthening ServiceNow's market position.

However, the impact on short-term financials may be , as enterprise software adoption cycles are typically long. Investors should monitor customer adoption rates and any changes in ServiceNow's guidance in upcoming quarters to gauge the Xanadu release's financial impact. The lack of specific financial projections or pricing information in this announcement makes it challenging to quantify the immediate effect on ServiceNow's bottom line.

Tech Expert

The Xanadu release introduces several technologically significant features. The new integrated development environment (IDE) is particularly noteworthy, as it allows developers to use industry-standard tools within the ServiceNow ecosystem. This could significantly accelerate application development and potentially attract more developers to the platform.

The enhancements to AIOps and the introduction of Service Reliability Management demonstrate ServiceNow's commitment to AI-driven IT operations. These features, combined with the Enterprise Architecture expansion, position ServiceNow as a more comprehensive solution for large-scale IT management. The Guided Self-Service in Employee Center leverages AI for improved user experience, which is a growing trend in enterprise software.

While these advancements are impressive, their true value will depend on seamless integration and real-world performance. The tech community will be watching closely to see if these features deliver on their promises of improved efficiency and collaboration.

Market Research Analyst

ServiceNow's Xanadu release appears well-aligned with current market trends. The focus on operational efficiency and developer productivity addresses key concerns in the enterprise software market. With IDC forecasting strong IT spend growth, ServiceNow is positioning itself to capture a larger share of this expanding market.

The emphasis on AI-driven solutions and improved collaboration tools reflects the growing demand for intelligent, integrated platforms in the enterprise space. The Guided Self-Service feature, in particular, taps into the trend of enhancing employee experience, which is a top priority for many C-level executives according to ServiceNow's own research.

However, the enterprise software market is highly competitive, with players like Salesforce and Microsoft also offering robust platforms. ServiceNow will need to effectively communicate the unique value of these new features to maintain and grow its market position. The lack of specific adoption metrics or customer case studies in this announcement makes it challenging to immediately assess the market's reception to these new features.

New integrated development environment (IDE) drives deeper collaboration across developer teams to propel innovation

Enterprise Architecture, updates to AIOps, and Service Reliability Management streamline IT processes for business-critical services

Guided Self-Service in Employee Center makes it easier and faster for employees to get help across departments

SANTA CLARA, Calif.--(BUSINESS WIRE)-- ServiceNow (NYSE: NOW), the AI platform for business transformation, today announced new innovations in its Now Platform Xanadu release that boost productivity and strengthen collaboration across the enterprise. A new integrated development environment (IDE) solution drives deeper collaboration across developer teams to propel innovation. Enterprise Architecture, updates to AIOps, and Service Reliability Management streamline IT processes for business-critical services. Guided Self-Service in Employee Center provides a new way for employees to get help across departments, getting them to the right answers through a visual, interactive Q&A experience.

ServiceNow boosts productivity and collaboration with the Now Platform Xanadu release (Graphic: Business Wire)

IDC¹ forecasts that growth in IT spend will be 3X that of GDP this year, demonstrating the need for leaders transforming their organizations to prioritize platforms that streamline processes and bring their digital investments to life. The Xanadu release helps customers foster an innovative and connected work environment so any organization can scale to meet the pace of rapid innovation.

“Operational efficiency continues to be one of the top priorities for enterprise businesses today,” said Chris Bedi, chief customer officer and interim chief product officer at ServiceNow. “Our customers need solutions that allow them to take a more strategic, proactive service delivery approach to drive down costs, reduce risk, and remain competitive. With new innovations in the Xanadu release, we are delivering what customers need to improve the way they work, arming them with better speed and scale to accelerate business transformation.”

Strengthening developer collaboration to build applications faster

Developers are under immense pressure to keep up with the evolving tech landscape and create solutions quickly. The Xanadu release includes new features that power faster digital innovation at scale for developers and domain experts working within ServiceNow environments.

• Integrated development environment allows developers to harness the power of industry-standard development tools and workflows to quickly create and modify ServiceNow apps with code, in a matter of minutes. ServiceNow's IDE exponentially accelerates development, allowing developers and ServiceNow SMEs to collaborate seamlessly. Users can quickly start building and scaling their development operations with source-controlled applications in code. IDE empowers developer teams to work more effectively and efficiently when building or maintaining even the most complex of applications.

Supercharging productivity and operational resiliency

Service outages and technical incidents can cost organizations resources and time, create risk, and stall productivity. The Xanadu release includes enhanced automation capabilities for streamlined application management, issue resolution, and operations.

• Enterprise Architecture, an expansion of ServiceNow’s Application Portfolio Management (APM), helps organizations simplify all aspects of their operations to reduce costs, risks, and redundancies. It drives greater alignment between IT teams and the strategic objectives of the business to help optimize spend and minimize waste, enhance compliance, gain greater control over data privacy, and reduce time to market for innovations.

• A redefined approach to AIOps in IT Operations Management (ITOM) helps IT teams who use Event Management more effectively enrich, group, and escalate alerts and better understand impact through mapped visualization, with or without a mature CMDB. This approach provides a more powerful way to predict and prevent technology issues that would otherwise disrupt the organization, helping ensure employees can remain productive regardless of any service interruptions. The solution also complements GenAI-powered incident and alert analysis through Now Assist for ITOM so IT teams can quickly and easily make sense of complicated alert messages using simplified information, root cause assessment, and next steps to proactively address issues before they impact the end user.

• Service Reliability Management for ITOM speeds up resolutions to application issues or outages by providing clear visibility into the performance of an organization’s technical services. Service Reliability Management allows site reliability engineers and application teams to set their own on-call schedules, align on Service Level Indicators & Objectives, manage alerts autonomously, and more without having to rely on central administrators. Should a disruption occur, IT and application teams can quickly identify and address the issue, reducing MTTR (mean time to resolution) by 20% through improved collaboration and AIOps assessment.

Driving intelligent and personalized experiences

According to the ServiceNow Employee Experience Trends Report, increasing employee satisfaction (45%) and operational efficiencies (43%), as well as accelerating digital transformation (42%), are among the top C-level priorities for the next 18 months. With the latest innovations in the Xanadu release, ServiceNow is helping leaders accomplish these goals with greater automation and insight to supercharge employee experiences.

• Guided Self-Service in Employee Center provides a new way for employees—including knowledge, frontline, and deskless workers—to get help across departments, including IT and HR, guiding them to the right answers through a visual, interactive Q&A experience. This intuitive experience delivers fast, accurate, and personalized answers to the most frequently asked questions, such as time off policies, computer upgrades, or wellness benefits, so employees don’t waste valuable time reading through irrelevant articles or creating a support ticket. Guided Self-Service is another example of how ServiceNow capitalizes on core platform capabilities, such as playbooks and decision tables, to deliver targeted solutions fast for customers.

What our customers and partners are saying:

Fujitsu

"ServiceNow and Fujitsu have collaborated closely to drive innovation for our global customers through cross-industry offerings and the Fujitsu-ServiceNow Innovation Hub,” said Bruce Hara, co-head of global business applications at Fujitsu. “The Xanadu release from ServiceNow marks the next step in our joint mission to deliver even greater success to our customers. We are particularly excited about ServiceNow's new Enterprise Architecture solution, which provides a unified, comprehensive view of our organization. This will enhance alignment between our IT teams and the broader business, enabling us to innovate and adapt to market changes more swiftly.”

Availability

• These new capabilities are generally available to all customers today.

Additional Information

• Read about additional news from ServiceNow today:
  • ServiceNow bolstered its Now Assist GenAI portfolio and added new AI innovations to enhance productivity and employee collaboration.
  • ServiceNow announced its vision to integrate Agentic AI into the ServiceNow platform to power 24/7 productivity at massive scale with AI agents.
  • ServiceNow expanded its industry footprint with purpose-built AI solutions for telecommunications, media, and technology; financial services; public sector; and retail industries.
  • ServiceNow unveiled new data enhancement capabilities to unlock value with ultra-scale and performance.

¹ Source: IDC, “Worldwide Black Book,” July 2024

About ServiceNow

ServiceNow (NYSE: NOW) is putting AI to work for people. We move with the pace of innovation to help customers transform organizations across every industry while upholding a trustworthy, human-centered approach to deploying our products and services at scale. Our AI platform for business transformation connects people, processes, data, and devices to increase productivity and maximize business outcomes. For more information, visit: www.servicenow.com.

Forward Looking Statements

This press release contains “forward looking statements” about the expectations, beliefs, plans, and intentions relating to its innovations announced with the Now Platform Xanadu release. Such statements include statements regarding future product capabilities and offerings and expected benefits to ServiceNow. Forward-looking statements are subject to known and unknown risks and uncertainties and are based on potentially inaccurate assumptions that could cause actual results to differ materially from those expected or implied by the forward-looking statements. If any such risks or uncertainties materialize or if any of the assumptions prove incorrect, ServiceNow’s results could differ materially from the results expressed or implied by the forward-looking statements made. ServiceNow undertakes no obligation, and does not intend, to update the forward-looking statements. Factors that may cause actual results to differ materially from those in any forward-looking statements include: (i) delays and unexpected difficulties and expenses in executing the product capabilities and offerings, (ii) changes in the regulatory landscape related to AI and (iii) uncertainty as to whether sales will justify the investments in the product capabilities and offerings. Further information on factors that could affect ServiceNow’s financial and other results is included in the filings ServiceNow makes with the Securities and Exchange Commission from time to time.

© 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.

View source version on businesswire.com: https://www.businesswire.com/news/home/20240910715037/en/

Theresa Ianni

216-544-6817

press@servicenow.com

Source: ServiceNow, Inc.

FAQ

What are the key features of ServiceNow's Now Platform Xanadu release?

The key features of ServiceNow's Now Platform Xanadu release include a new integrated development environment (IDE), Enterprise Architecture, updates to AIOps and Service Reliability Management, and Guided Self-Service in Employee Center.

How does the new IDE in ServiceNow's Xanadu release benefit developers?

The new IDE in ServiceNow's Xanadu release allows developers to use industry-standard development tools and workflows to create and modify ServiceNow apps with code quickly, accelerating development and enabling seamless collaboration between developers and ServiceNow SMEs.

What improvements does the Xanadu release bring to IT operations for ServiceNow (NOW) users?

The Xanadu release improves IT operations for ServiceNow (NOW) users through enhanced AIOps capabilities in IT Operations Management, which help predict and prevent technology issues, and Service Reliability Management, which provides clearer visibility into technical service performance and can reduce MTTR by 20%.

How does Guided Self-Service in Employee Center enhance the employee experience in the Xanadu release?

Guided Self-Service in Employee Center enhances the employee experience by providing a visual, interactive Q&A experience that guides employees to the right answers for frequently asked questions across departments, reducing time spent searching for information or creating support tickets.