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 SAP, IBM Consulting partner to offer genAI-based services The partnership will see both companies offer generative AI-based services to enterprises via RISE with SAP offering. By Anirban Ghoshal May 09, 2024 3 mins Generative AI IBM SAP feature Essential skills and traits of chief AI officers CAIOs require a multidimensional skill set to drive innovation, establish and lead an AI-ready culture, and create tangible organizational results leveraging a complex and rapidly evolving technology. By David Weldon May 09, 2024 9 mins Artificial Intelligence IT Leadership interview Strong CIO-CISO relations fuel success at Ally CIO Sathish Muthukrishnan and CISO Donna Hart have forged a partnership steeped in Ally’s culture of radical candor that keeps the financial services firm secure and innovative. By Dan Roberts May 09, 2024 12 mins CIO CSO and CISO IT Leadership case study How being cloud smart fosters growth at Saab Fuelled by global turbulence and increasing defense budgets, Swedish defense group Saab is meeting high demand by integrating efforts to become more software-driven, and central to managing it all is CIO Annette Eriksson. By Karin Lindström May 09, 2024 5 mins CIO Aerospace and Defense Industry Cloud Architecture 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