Comprehensive software reviews to make better IT decisions
ServiceNow’s Orlando Release Focuses on AI With Now Intelligence
ServiceNow’s Orlando release introduced Now Intelligence, a set of features that strengthen ServiceNow’s lead in the AI-powered IT service management (ITSM) and digital transformation space. The latest biennial update, released in March 2020, provides fully embedded virtual agents and context-aware predictions and insights.
Highlights of the Orlando release include:
- Virtual agents with natural language understanding. Always-on virtual agents across multiple platforms (including Slack, Teams, and Facebook Messenger) allow both customers and employees to have dynamic conversations and initiate workflows. Virtual agents can also deliver alerts to employees through these channels and can be customized to your organization’s vocabulary.
- Chatbots can also be used to deploy customizable templates for common scenarios.
- Predictive intelligence – Agent Assist suggests relevant content to help agents solve tickets faster, while machine learning proactively identifies similarities across open incidents and automatically categorizes, routes, and prioritizes tickets.
- Performance analytics – Access real-time data, insights, and analytics driven by machine learning.
- Mobile enhancements – Including mobile analytics, app management, and personal branding of the mobile app.
- Cloud insights – Provides intelligent recommendations to manage cloud asset usage.
- Advanced risk assessments – Uses continuous monitoring to provide data on high risk areas and noncompliance.
ServiceNow DevOps is also available as part of the release, along with over hundreds of enhancements and changes.
Source: ServiceNow Service Management at SoftwareReviews, Report Published February 2020
The release of Orlando and Now Intelligence will help ServiceNow on multiple fronts:
- AI: It strengthens ServiceNow’s AI capabilities by integrating its recent acquisitions of PassageAI (a conversational AI platform) and Loom Systems (an AIOps solution).
- Digital Transformation: This topic is very important to ServiceNow’s new CEO Bill McDermott, who took over in November 2019 from SAP. McDermott’s vision is to grow ServiceNow from an IT vendor for CIOs to a digital transformation partner for CEOs. ServiceNow is well positioned to achieve McDermott’s vision, given the company’s successful expansion beyond IT into HR, operations, and customer service.
- COVID-19: Improved self-service features and 24x7 virtual agents will help companies to better support their staff working remotely and to reduce demand on ServiceNow’s contact centers. Improved instant messaging capabilities will also help contact centers and service desks by increasing their capacity – agents will be better positioned to help three or more customers simultaneously.
Low-maturity IT departments won’t be ready to take advantage of these features, but enterprises with mature processes will be able to use these AI-powered features to increase productivity and business agility.
Want to Know More?
Morpheus Leads the Shift from Cloud Management Platform to Hybrid Cloud Application Orchestration with Its 5.0 Release
The Morpheus cloud management platform (CMP) has moved beyond its original focus on DevOps automation and self-service. Morpheus provides a management control plane to enable users to deploy workloads anywhere. Such a control plane is the way of the future for managing complex enterprise technology stacks.
By exploiting a five-year-old configuration error, a hacker was able to access Amazon’s S3 cloud storage buckets on which Twilio’s code was loaded. As a result, customers were able to unknowingly download the modified code for twenty-four hours.
Qualys VMDR and Ivanti have announced a new partnership dedicated to improving the detection and patching of vulnerabilities. Announced July 30, the Qualys and Ivanti Partnership have already gone live as an integrated component of the VMDR solution.
IBM is changing the terms of its ubiquitous Passport Advantage agreement to remove entitled discounts on over 5,000 on-premises software products, resulting in an immediate price increase for IBM Software & Support (S&S) across its vast customer landscape.
RiskSense announced on July 13 its new version of the cloud-delivered RiskSense risk management platform. The main draw of the program is its holistic risk calculation across CVEs and CWEs.
Thinking about choosing a new software vendor but don't know where to start? Narrow down your shortlist by focusing on software that has received an Info-Tech Research Group award. New data from SoftwareReviews shows that organizations reported higher satisfaction when they switched to software that had received an Info-Tech award.
Cyberthreats are omnipresent for any enterprise. Monitoring ingress and egress points while still conducting business is a balance security professionals attempt to strike. Couple this with the continued security issues around remote work during the pandemic, and security teams have their hands full.
Navigating the vendor risk management space, particularly in the current environment that consists of a mix of cloud, managed services, and critical supply chain, is key to ensuring that you don’t inadvertently introduce new risks through this dynamic channel.
On May 26, Kenna Security released its new Prioritization to Prediction Benchmark Survey. This free tool provides organizations with the ability to compare their vulnerability management programs to industry averages Kenna Security has compiled over the years.