Disrupting Digital Transformation with ServiceNow™ Madrid

01 Jul, 2019

Over the past decade or so, ServiceNow™ has become a market leader by continuing to focus on delivering an intelligent and intuitive experience for everyday work. ServiceNow™ has been disruptive in transforming enterprise software and making it more user-centric.

With ServiceNow ™, employees have a smooth and seamless user experience while handling complex workflows.

The recently released Madrid Release from ServiceNow™ builds on this integral foundation of the platform by introducing more than 600 innovations. These features promise to influence the next wave of enterprise workflow transformation.

Here are Madrid Release’s important benefits:

Transformational Mobile Experience

Before the Madrid release, most mobile enterprise applications  were little more than scaled-down versions of desktop applications. It’s just been about shrinking the 15-inch monitor to a 4-inch phone screen! This ‘Honey, I shrunk the kids’ approach makes the mobile experience extremely frustrating for most enterprise applications.  The Madrid Release is transformational because it fully leverages the native capabilities of the smartphone to deliver a mobile-first experience.

The Now Platform Madrid Release delivers an intuitive mobile experience across IT, customer, and employee workflows. The user experience also extends to custom applications that are built on the ServiceNow™ platform. The native mobile UX allows customer service agents to resolve issues by swiping and tapping, similar to how we use various B2C applications.

Another facet of the Madrid Release is that customers can now turn practically any digital workflow into a mobile-first experience. For instance, people can use ServiceNow™ Mobile Studio to build new apps using a drag-and-drop interface without writing a single line of code.

Machine Learning to Improve Customer Service

Machine Learning (ML) and Artificial Intelligence (AI) algorithms are transforming low-level administrative tasks. The Madrid Release also leverages this trend by adding complex ML technologies that enable customer service representatives to identify and solve problems before customers even realize they exist.

Let’s say, you work at the customer help desk at a SaaS (Software-as-a-Service) company. One morning, you’re flooded with a bunch of tickets, all informing you that the “Server is down”, albeit in different ways. The Madrid release has an ML-powered Text Similarity Engine that will automatically scan these tickets and find out what they have in common. It will then analyze similar issues that have occurred in the past and propose a solution based on this. This means that standard problems get resolved faster, leaving service reps free to deal with more complex issues.

Campaign Tasks and Advanced Analytics

The Madrid Release has a Campaign Tasks and Analytics feature that makes it easier to connect with employees by delivering information and to-do lists to specific people or teams. These teams can be grouped by geography, business units, or function. The HR team can also use the analytics function to analyze which tasks, pages, and announcements are actually reaching employees. This helps them improve overall employee experience by tailoring content specifically for different employees.

Building Event Lifecycles

The Madrid Release has a Lifecycle Event Builder designed specifically for HR teams. It streamlines the creation and management of Lifecycle Events on the ServiceNow™ platform. HR admins can now update tasks ranging from onboarding to transitioning using a simple and intuitive interface. Since updating, creating and maintaining each event and task list has now become so simple, employees now find that all lifecycle events stay updated and relevant. Plus, HR teams can now save time that they usually spend on configuring the Lifecycle Events for different employees. Finally, it’s now easy to see which tasks are landing during which time frame, as well as who is completing them.

Transformation in Cloud Management

The Madrid Release lets you import cloud-native templates that allow the service designer to simplify the creation of a service offering in the Service Catalog. The Madrid release also enables the use of Orchestration workflows to allow customers, partners, and field teams to add new services and operations. Finally, the release also focusses on exponential improvements in user interface performance for both the Admin and the User Portal of the Cloud Management platform.

The Now Platform Madrid Release isn’t just another product update with minor, incremental changes. It has hundreds of innovations that come together to take the ServiceNow™ platform to the next level. This release focusses on adapting to a mobile-first workplace and incorporating cutting-edge technologies like AI and ML. At the same time, the driving force behind this release continues to be the simplicity and intuitiveness that have become synonymous with ServiceNow™.


Alcor is a San Francisco, California based company that provides global cloud advisory and implementation services to clients in multiple geographies. Their clients include global Fortune 500 as well as leading organizations in multiple industry verticals. Founded in 2008, Alcor Solutions Inc.’s focus has been building strong competency on cutting edge technologies and advising clients in implementing them. They are passionate about their thought leadership and believe that successful IT implementations result equally from good strategy and technology excellence. For more information about Alcor, visit www.alcortech.com

Alcor is a Gold Sales and Services ServiceNow® partner, an AWS standard consulting partner, an Oracle Gold partner besides partnering to Microsoft, Salesforce, FireEye and more.

Alcor Enabling Cloud™ is a registered trademark of Alcor, ServiceNow™ is a registered trademark of ServiceNow.

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