ServiceNow’s latest Xanadu release, launched in late 2024, introduces significant enhancements across AI-powered workflows, IT operations, and employee engagement features. Here’s a breakdown of some of the standout additions:
1. Advanced Generative AI (GenAI) Tools
• Expanded Now Assist: Building on existing capabilities, Now Assist in Xanadu brings expanded GenAI-driven personalization for both customers and employees. It provides tailored responses and recommendations, making interactions more efficient and relevant. The Now Assist Skill Kit enables businesses to develop custom GenAI responses and visualizations, which boosts productivity in specialized processes Essential FAQs Inside | Mergen IT.
• Enhanced Employee Experience: Now Assist integrates with Microsoft Copilot, which allows employees to utilize ServiceNow’s features seamlessly within Microsoft 365 applications. This integration supports task automation and suggestions directly within the familiar Microsoft environment, improving daily productivity .
2. Service Reliability and Proactive Engagement
• Service Reliability Management (SRM): This addition to the IT Operations Management suite focuses on proactive service management, allowing IT teams to self-manage service health and preemptively address issues through a unified workflow. SRM integrates ITOM and ITSM, streamlining service reliability processes and enhancing uptime .
• Proactive Engagement: Targeting improved service delivery, Proactive Engagement enhances user satisfaction by empowering employees to self-solve common digital issues before they become disruptive. This feature detects potential problems in real-time, reducing both employee downtime and IT workload .
3. Leader Hub and Skills Intelligence
• Leader Hub: This HR-centric tool provides managers with detailed analytics on team performance and skill growth opportunities, supporting targeted training initiatives. The hub is designed for leaders to cultivate high-performing teams by focusing on skill development and personal growth .
• Skills Intelligence: This tool provides career development recommendations and visual node maps of job families and roles, enhancing HR’s ability to build a skilled workforce tailored to the organization’s needs Essential FAQs Inside | Mergen IT.
4. Development and Integration Enhancements
• ServiceNow IDE: Built on Visual Studio Code, this web-based IDE enables developers to create and manage applications with better source control and collaboration capabilities. It’s designed to streamline application development, making it easier for teams with diverse skill sets to work together effectively .
• New RaptorDB Database: The high-performance RaptorDB enhances ServiceNow’s data handling, enabling quicker processing for high-demand workflows and supporting enterprise-scale performance across workflows and data processes .
5. Expanded AI in Security and Procurement
• AI-Driven Security Operations: New GenAI tools in Security Operations accelerate threat detection and response. Now Assist for Security Ops integrates automation into threat management workflows, enabling quicker responses to potential security incidents Essential FAQs Inside | Mergen IT.
• Enhanced Sourcing and Procurement: Now Assist brings automation to sourcing and procurement workflows, reducing manual tasks and improving cost efficiency and supplier management, a boost for finance and supply chain teams seeking streamlined operations .
The Xanadu release positions ServiceNow as a leader in leveraging AI for enterprise workflow automation, enhancing service reliability, and elevating employee and customer experiences. For businesses using ServiceNow, these features mean more proactive, data-driven, and personalized operations.
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