ServiceNow's latest version of its Now Platform, named “Quebec,” has launched with a series of low-code app development tools and more native machine learning and artificial intelligence capabilities.
The “Quebec” release builds on the company’s “Paris” release, with new tools for process and workforce optimization, and a significant expansion of the development tools for ServiceNow’s low-code platform. App Engine Studio and App Engine Templates are both launched within Creator Workflows.
Other features in Quebec include Process Optimization, a tool that enables IT and customer service groups to create and tweak processes and resolve bottlenecks; Workforce Optimization, a workspace to give managers options to boost productivity; Engagement Messenger, which ties ServiceNow self-service to third party portals; Universal Request, which enables agents to collaborate and transfer tickets across departments and keep employees informed; and tools designed to build out and optimize workflows in the telecommunications, financial services, and healthcare industries.
Notably, Quebec is an update to the Now Platform software on which its enterprise service management (ESM) offering is built. The shift to remote work has ended the informal practices of walking down the hall to ask HR a question. And ESM — which refers to the application of IT service management (ITSM) concepts, tools, processes, and best practices to non-IT departments, such as HR or facilities — has become quite important to businesses operating remotely.
Consequently, ESM vendors are profiting from these changes. ServiceNow is among the key ESM vendors profiting from this shift: in January it posted its sixth consecutive quarter of year-on-year revenue growth over 30%.
“In today’s challenging environment, organizations worldwide are pivoting fast, adopting new, distributed models of working and creating new workflow‑enabled ways of operating with more agile, resilient, digital enterprise value chains,” said Chirantan “CJ” Desai, Chief Product Officer at ServiceNow. “Customers are relying on ServiceNow’s Now Platform to deliver enterprise digital workflows, create new business models, enhance productivity and enable great customer and employee experiences in any operating environment. This newest version of the Now Platform further enhances the must‑have enterprise digital tools customers need today.”