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 feature New US CIO appointments, May 2024 Congratulations to these 'movers and shakers' recently hired or promoted into a new chief information officer, senior IT, or board role. By Martha Heller May 08, 2024 9 mins CIO Careers IT Leadership feature The extent Automic’s group CIO goes to reconcile data Cathy O'Sullivan, CIO editor-in-chief for APAC, recently sat with Marcelo Dantas, group CIO at Automic Group, to discuss completing one of the largest-ever registry services transitions in Australia, keeping pace with technology, and why cyberse By CIO staff May 08, 2024 9 mins CIO Cloud Native Data Quality feature Expion Health revamps its RFP process with AI The healthcare cost management firm built a customized AI tool to streamline an error-prone process for gaining new customers. Now, it’s considering selling the project for external use. By Grant Gross May 08, 2024 6 mins CIO 100 Healthcare Industry Digital Transformation feature Ways IT leaders can meet the EU AI Act head on The biggest mistake companies of all sizes could make is to put conformity before innovation, according to EU AI Act co-rapporteur Dragoș Tudorache. By Andrada Fiscutean May 08, 2024 6 mins CIO Military Regulation 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