ServiceNow partners will find more workflow and process design options in the latest release of the Now Platform.

The Quebec release, which ServiceNow unveiled this week, includes Process Optimization — a feature that lets organizations explore the processes that underly business workflows and identify bottlenecks. Other features include Workforce Optimization, which monitors customer or IT service agent productivity and KPIs. The update also emphasizes low-code development.

Process Optimization helps partners avoid the mistake of building an offering on top of an inefficient process, said Dave Wright, ServiceNow’s chief innovation officer. “When a partner is going in and wants to implement a new solution … this is the prime time to look at the processes people have got and analyze them,” Wright said. “[Process Optimization] allows partners to work with a customer to map out their ideal processes.”

Workforce Optimization, meanwhile, lets ServiceNow partners reorganize work across agents. This approach lets partners shift customer conversations from technology to process improvement, Wright said.

Erica Volini, principal and human capital leader at Deloitte Consulting LLP, said the Process Optimization feature could have a wide-ranging effect on how clients identify, and take action on, improvement opportunities in their digital process landscapes. She also pointed to Workforce Optimization, Predictive AIOps and Incident Response Playbooks as valuable new features.

According to ServiceNow, Predictive AIOps provides insight into customers’ digital operations, predicts issues and helps to automate resolutions, while the Incident Response Playbooks feature helps speed up security incident response processes. “These capabilities together set the foundation for autonomous process orchestration — something we see to be a true differentiation of the platform,” Volini said.

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