ServiceNow’s Washington DC platform release looks to take on management responsibilities for generative AI. Credit: JHVEPhoto / Shutterstock ServiceNow’s latest platform release, dubbed Washington DC, moves the cloud-based IT management and operations software company sharply in the direction of generative AI, with new features designed to help companies working with that technology. The Washington DC platform applies generative AI technology to several of ServiceNow’s flagship solutions. Its ITOM AIOps platform can now use the technology to analyze alerts and provide context for operators working on issue resolution, while upgrades to existing AI features in Virtual Agent give better case deflection (directing requests to an automated system that can handle the problem instead of taking up live worker time) by providing a more robust, naturalistic conversational experience, among other upgrades. The idea is to automate more workflows and provide simplified, easy-to-use ways to management, according to ServiceNow. “Automating workflows not only simplifies experiences, but improves productivity, freeing up time for employees to focus on more complex tasks rather than manual and menial ones,” the company said in a statement. “The Washington DC release includes new features to unlock end-to-end workflow automation across the enterprise, powering innovation and creating new efficiencies.” AI with governance One of the most important aspects of the current release, according to IDC group vice president Stephen Elliot, is the meshing of more robust generative AI support with ServiceNow’s standardized data governance and management systems, which are popular among the company’s larger customers. “I think this is a key release, because now as customers continue to understand not just the technology behind this, but also the security, the data governance and regional regulations … these are all layers of maturity that are continuing to progress,” he said. “I think for the Washington DC release, ServiceNow is looking to address some of these concerns.” Nevertheless, improvements to the core functionality of ServiceNow’s products haven’t taken a back seat, according to Elliot, who noted that the widespread use of generative AI among customers for other purposes is something the company was clearly thinking about when designing the Washington DC platform. “Everybody’s going to have multiple models adopted,” he said. “These are really layered capabilities from a technology workflow or an employee workflow or a low-code, no-code type of developer workflow.” ServiceNow declined to provide pricing data on its new feature set. All new features of the Washington DC platform are available as of now to the company’s customers. Related content news 2024 CIO50 Saudi Arabia Awards: Nominations are now open By Andrea Benito May 14, 2024 4 mins feature Private cloud makes its comeback, thanks to AI Cost uncertainty and AI data leak fears have CIOs rethinking cloud strategies in the coming AI era, with a hybrid mix the likely long-term solution for balancing experimentation, cost control, and data security. By Paula Rooney May 14, 2024 9 mins Hybrid Cloud Private Cloud Artificial Intelligence opinion What most CIOs get wrong about strategic IT plans Calling a plan ‘strategic’ doesn’t make it so. Instead, zero in on the purpose of each layer of your plan to build more effective vision, mission, and focus. By Bob Lewis May 14, 2024 6 mins IT Strategy IT Leadership feature King County enlists AI to reduce drug overdose deaths The county’s medical examiner’s office and IT department collaborated to speed up reporting after a fatal overdose and thereby expedite intervention strategies when overdoses spike. By Grant Gross May 14, 2024 6 mins CIO 100 Government IT Digital Transformation PODCASTS VIDEOS RESOURCES EVENTS SUBSCRIBE TO OUR NEWSLETTER From our editors straight to your inbox Get started by entering your email address below. Please enter a valid email address Subscribe