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?
Kenna Security deployed their new data driven vulnerability management program, Kenna.VM and accessory program, Kenna.VI. Released on April 28th, Kenna.VM was created with the purpose to set service-level agreements (SLAs) with risk tolerance in mind.
“Connected reporting capabilities, control testing, real-time collaboration, cloud-based access, stringent security measure and permissions controls” are considered the leading factors behind CFGI offering Workiva to its clients.
We often hear that businesses are continually cyber insecure or under attack. However, recent penetration testing from Rapid7 shows that businesses are getting better at securing their networks against cyberattacks. While organizations continue to have exploitable weaknesses, attackers are having greater difficulty penetrating deeper into businesses’ networks.
Organizations are complex and have multiple stakeholders involved in the delivery of a service. In a public sector organization, for example, there are end users, multiple agencies and departments, and vendors involved in the delivery and consumption of the service. Service design methods and tools assist in making sense of these stakeholders’ inter-relationships and allow organizations to make sound decisions during service implementation.
Four zero-day vulnerabilities were discovered in IBM’s Data Risk Manager. While the vulnerabilities are concerning, more so is IBM’s response when addressed. The company simply stated, “It’s out of scope.” – meaning it had no intention to rectify or address the issue.
Will New IoT Security Frameworks Push Compliance Obligations to the Forefront of Security Discussions?
The Internet of Things is increasingly embedded with our daily lives. While these devices make life more accessible, for every new device, a new attack vector for cyberattackers is created.
The impact of COVID-19, as it became a global pandemic in Q1 of 2020, has affected user sentiment toward software during a growing period of fear, uncertainty, and doubt. To analyze the impact, SoftwareReviews compared Satisfaction (willingness to recommend to a peer), ability to deliver Business Value (fair cost to value), and Likeliness to Renew prior to March 10 and post March 10.
Qualys VMDR Is Now Live: Increasing Security Threats Requires Strong Vulnerability Management Software
Qualys VMDR has hit the live market. Originally unveiled in February 2020 at Qualys Security Conference, VMDR is now publicly available as of April 16, 2020. Partnering with both large and small MSSPs, VMDR is designed to be scalable to any business enterprise and to automate the entire management cycle on all endpoints.
In March 2020, ZA Bank, Hong Kong’s first virtual bank, selected the OneSumX solution from Wolters Kluwer for regulatory reporting.