• June 15, 2024

ServiceNow, the Santa Clara, Calif.-based software giant focused on managing and automating IT and other business workflows, made two announcements recently that bolster its automation capabilities.

The firm, which automates workflows including IT and help desk, risk management, corporate governance, legal and others, released a new version of its platform that incorporates generative AI into how it automates various processes for users. Its latest release, dubbed Washington, D.C., leverages generative AI in in several areas. It enables IT users to speed up issue resolution by analyzing alerts and providing critical context for operators, for example. It also enhances the performance of virtual agents introduced last year.

“The partnership between human intelligence and artificial intelligence enables a new level of simplicity to drive better business outcomes,” said Jon Sigler, senior vice president of Platform at ServiceNow. “However, CEOs have a difficult challenge. They know they must invest in generative AI to realize its true potential, but they can’t sacrifice proper privacy and governance while they move quickly. With the latest innovations in the Washington, D.C. release, we are bringing generative AI to new use cases and personas so we can multiply its impact for every industry.” 

Separately, ServiceNow announced the acquisition of 4Industry. The Dutch technology provider, whose mobile-enabled application is built on the ServiceNow platform, helps manufacturers make their shop floors more efficient. The software company said it will use 4Industry’s technology and expertise to build a new “Connected Worker solution” on the ServiceNow platform, expected in 2025. 

“4Industry is strongly aligned with ServiceNow’s core philosophy that digitization and automation are the keys to making employees happier and more productive,” said, Luc Raeskin, CEO of 4Industry. “From building our Connected Worker prototype at a ServiceNow Accelerator event, to becoming a Worldwide Built on ServiceNow Solution Partner of The Year Winner in 2023, this feels like a natural evolution in our journey together. We can’t wait to get started and fulfil our mission of enabling the Connected Worker to become extraordinary by enabling them to focus on what truly matters in their work.” 

ServiceNow has been identified during 2023 by research firms and consultancies in several areas as leaders in providing automation-related technologies including RPA and digital process automation, by Forrester, and low-code application platforms, by Gartner.