The ServiceNow Tokyo release is designed to improve employee and customer experiences, boost automation and operational trust, and increase value in ways that are favorable for people, beneficial to the planet, and good for business profitability.
A. Order Management
The ServiceNow Order Management application in customer service management allows you to build products and services, take and manage client orders, create product catalogues, add pricing, and arrange products into bundles. The Tokyo release improved and modified Order Management. Admins can now:
B. Task Intelligence
Using automation and predictive artificial intelligence (AI), Task Intelligence helps boost agent efficiency. A lot of time is spent on repetitive, self-solvable issues, data input, and acquiring context from recent customer activities. Task Intelligence capabilities bring AI to the spotlight, providing you with the tools you need to resolve cases more quickly and with greater empathy.
You can now use an AI model pre-trained in multiple languages to understand text in emails and cases created in different languages and to predict and automatically populate fields on the case form and much more.
With its cutting-edge approach to managing the lifecycle of all changes in your business, the ServiceNow Change Management application enables high-velocity change without sacrificing stability and governance. The Tokyo release improved and updated change management, the highlights are below –
Software licensing, compliance, and optimization are all systematically tracked, assessed, and managed by the ServiceNow Software Asset Management product. In the Tokyo release, the highlights for Software Asset Management solution are below –
The emphasis on personalized user and employee experiences is a key component of this new release. The new ‘Manager Hub’ service will tackle managers’ biggest challenges, such as burnout and increasing pressure while managing the employees.
Manager Hub, which is part of the company’s employee workflows, offers self-service functionalities to business managers who want to connect with their teams more effectively. It enables managers to look at their team and learn precisely what is going on with everyone, who is transferring jobs, who is taking specialized training courses, and who is up for promotion, all in one location.
Manager Hub, accessible via Employee Center desktop and mobile, provides a specific location for managers to design and analyze employee journeys, handle requests, and give personalized training and resources to help managers improve as leaders.
The Tokyo release includes a new application called Document Intelligence. The ServiceNow® Document Intelligence application is a machine learning (ML) solution that assists in rapidly and correctly extracting information from documents and transferring it to the Now Platform.
It helps to:
The features of Document Intelligence include:
A. NAVEX EthicsPoint
An HR Agent can work on employee relation cases from a ServiceNow instance by using the application that integrates ServiceNow® Employee Relations with NAVEX EthicsPoint. This application pulls employee relation cases from NAVEX EthicsPoint into ServiceNow Platform.
After you configure the Employee Relations integration with the NAVEX EthicsPoint application, Navex EthicsPoint integration services are automatically generated in the Enterprise Service Management Integrations Framework. To pull and push information on employee relationship cases, the flows in integration Services communicate with the Navex EthicsPoint system.
B. Agent WorkSpace
As an HR agent, you utilize the HR Service Delivery Agent Workspace or the HR Case Management Agent Workspace to communicate with staff members, address questions, and speedily handle problems.
An HR agent can:
Tokyo now incorporates Enterprise Asset Management (EAM), which is focused on the entire lifecycle of physical company assets – from planning to retirement – for sectors such as healthcare, finance, retail, manufacturing, and government. For asset-intensive organizations, use the EAM application to maximize the quality and performance of assets by lowering downtime, raising asset utilization, and extending asset lifespan while lowering operating costs.
According to ServiceNow, EAM keeps costs down, avoids risks, and optimizes strategic planning by providing insight over the whole asset estate of the enterprise. EAM also strives to improve inventory levels for buyers and run stockrooms effectively to maximize asset life and properly utilize current assets.
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