ServiceNow Madrid Release Brings Mobile to the Forefront

With the release of Madrid, ServiceNow™ is delivering a mobile-first platform to the modern enterprise. Users will find powerful new native capabilities for a more consumer-like experience to truly transform the way they work.

Madrid Highlights

Here are highlights from ServiceNow’s official Madrid press release:

The native mobile capabilities are part of more than 600 new innovations in the Now™ Platform Madrid. . . . These workflows can now easily use powerful, native mobile apps, including the company’s flagship IT Service Management (ITSM) and Field Service Management products.

Anyone can create new, native mobile apps quickly and easily in a “no‑code” environment. Rather than simply make a desktop experience mobile, the Now Platform Madrid release delivers mobile‑first experiences that dramatically simplify common workflows for agents such as looking up information, updating incidents, and even working offline.

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With these new mobile innovations, customers can:

    • Route requests and fix issues on the go. A new, out‑of‑the‑box mobile app lets IT quickly route requests for action wherever they might be. Plus, a new mobile app for field service lets employees fix simple issues with a swipe of their thumb so they can focus on solving more complex problems.
    • Get help where you are, on any device. The Now Platform Madrid Release empowers customers to provide support to employees wherever they are: mobile, web, chat or third‑party interfaces like Workplace by Facebook, Slack and Microsoft Teams. Employees can easily open a support ticket from the app and device of their choice.
    • Build custom apps fast. The new ServiceNow Mobile Studio lets anyone build and deploy native iOS and Android mobile apps using no‑code tools and a drag‑and‑drop interface. Employees can use apps with read and write capabilities anywhere, even when they’re offline. For example, customers can build asset management apps that leverage the camera and facilities apps that use GPS.

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Other innovations in the Now Platform Madrid Release enable companies to manage their digital transformation in faster, more agile ways. For example, new capabilities include:

    • Get deeper insights sooner. Agent Workspace is a new command center for prioritizing work and taking action. Activity streams keep the latest updates in view and machine learning surfaces similar incidents. Customer service and IT agents have the context they need to resolve issues quickly from a single dashboard.
    • Find and fix service performance issues faster. Alert Intelligence, a new IT Operations Management capability, helps IT operators focus on what matters most with prioritized alerts, including deep insights about past incidents, similar and repeat alerts, Knowledge Base articles and metrics. IT Operations teams can quickly get to the root cause of a service performance issue or an outage, collaborate with different teams and launch remediation workflows from the same console.
    • Update digital services at scale. To help IT make changes to digital services more effectively, ServiceNow is delivering change automation enhancements to ITSM. IT can integrate change with DevOps using out‑of‑the‑box REST APIs, automate manual approval processes and provide clear audit trails for better governance.
    • Go from siloed development to top‑down alignment. The Portfolio Scaled Agile Framework lets companies capture, analyze and approve new initiatives – allowing organizations to align enterprise strategy to portfolio execution.

Going Forward with Madrid

In future releases, mobile will continue to be a major focus, with more agility and capabilities built-in for increasing mobile usage in the enterprise.

Aptris can help you successfully plan and execute your update to Madrid. Why not reach out to us today to find out how we can help you? Call us at 815-847-3700 or contact us here to learn more about our streamlined update services.


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