SANTA CLARA, Calif. – October 15, 2020 –
ServiceNow
(NYSE: NOW), the leading digital workflow company that makes work, work
better for people, today introduced Connected Operations,
a powerful new solution that bridges IoT data with ServiceNow digital
workflows so enterprises can monitor and manage critical infrastructure,
get faster return on their IoT investments, and pursue new business models.
With IoT technologies on track to connect 50 billion smart devices this year
, IoT data can be transformative, but only if businesses use the data
effectively. By bringing IoT data directly into the Now Platform,
organizations can view the health and history of assets in near real time
across multiple locations in a single platform, giving them valuable
insights, improving customer satisfaction, and enabling new revenue
streams.
Digitization continues to transform industries, and organizations must
introduce new business models to survive. ServiceNow Connected Operations
enables businesses to transform operations, rapidly respond to data and
insights, and evolve to a new product‑as‑as‑service model. Any issues that
arise automatically trigger an operations incident so that teams can act
and triage and resolve issues quickly with
Customer Service Management
and Field Service Management
workflows. This eliminates tedious maintenance coordination across
cross‑functional teams and reduces the chance for an issue to impact the
company or its customers. With IoT and operational workflows on a single
platform, companies can transform the customer experience and enhance
customer satisfaction by enabling new business models.
“IoT offers massive potential for enterprises to transform operations,
respond to insights in near real time, and evolve to a
product‑as‑as‑service model,” said Jonathan Sparks, vice president of IoT
and operations products at ServiceNow. “To date, IoT data often have been
stuck in siloed systems. With Connected Operations, companies now can
realize the full value of IoT data, action these insights to solve issues
before customers even know they’ve happened, and unlock new levels of
productivity and growth.”
Wisconsin‑based Traffic and Parking Control Co., Inc. ( TAPCO), which provides intelligent
transportation solutions for private businesses and every level of
government in all 50 states, was an early, insightful adopter of IoT. To
make better use of always‑on streams of device data, TAPCO partnered with
ServiceNow to pilot the new Connected Operations product. Before Connected
Operations, data collected from IoT devices was stored and indexed on
TAPCO’s network and servers. ServiceNow and TAPCO saw opportunities to
connect this actionable insight into Customer Service Management and Field
Service Management workflows, yielding greater automation and efficiency.
Thanks to Connected Operations, much of this process has been automated.
Now, a device’s performance signal triggers an automatic search of TAPCO’s
equipment records, and all pertinent information is delivered directly to
customer service and the remote operations center simultaneously to
increase system uptime for critical transportation systems.
“The power it gives us is incredible,” says Jason Anderson, TAPCO’s IT
Director and member of its executive team. “For us, there was a lot of
opportunity to move to a digital workflow. Not having to jump back and
forth between multiple systems, not having to look up contracts over on
this file server, not having to look up the customer contact. All of the
information is consolidated right here when the alert arrives. This allows
for streamlined internal workflows, which increases our responsiveness,
resulting in an improved customer experience”
Connected Operations includes:
-
IoT Bridge:
Brings siloed data from IoT‑connected assets into the Now Platform and
monitors infrastructure across locations. It can authenticate and
communicate with IoT devices via standard IoT protocols such as MQTT
and HTTP. It also scales to support many devices and grows with IoT
investments, making it quick and easy to connect critical IoT
infrastructure.
-
IoT Rule Engine:
The IoT Rule Builder allows users to create rules to ensure
organizations are notified of problems as soon as they arise. In a
simple, visual interface, users can quickly build rules without any
need to code. These rules are informed by rich business context from
the ServiceNow Configuration Management Database (CMDB). Once IoT data
is consolidated within the IoT Bridge, the IoT Rule Engine evaluates
the data for potential problems in near real time.
-
Operations Incident:
IoT Events are created when the IoT Rule Engine detects an issue, and
one or more events can become an Operations Incident, which cuts down
on noise and reduces false positives. Leveraging digital workflows to
assist, teams can collaborate to triage the affected asset and define a
course of action to resolve the incident.
-
Connected Workflows:
ServiceNow Connected Operations integrates with Customer Service
Management with Field Service Management out of the box, allowing
cross‑team coordination in one intuitive workspace as response efforts
are managed. From the Connected Operations Workspace, teams can create
a proactive case in ServiceNow Customer Service Management and notify
potentially impacted customers. They can also create a work order in
ServiceNow Field Service Management to dispatch a field technician, who
can also see IoT data, to conduct repairs.
Availability
Connected Operations is available today. For more information, visit Connected Operations.
About ServiceNow
ServiceNow (NYSE: NOW) is making the world of work, work better for people.
Our cloud‑based platform and solutions deliver digital workflows that
create great experiences and unlock productivity for employees and the
enterprise. For more information, visit: www.servicenow.com.
© 2020 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.
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Media Contacts:
ServiceNow PR
Jim Brady
(408) 482‑4719
press@servicenow.com
Steve Paulus
Marketing Communications Manager
Office: 262‑649‑4459
steve.paulus@tapconet.com