ServiceNow® Xanadu release: How to maximize the benefits of the new version

The recently launched ServiceNow® Xanadu release brings cutting-edge innovations to various business operations, ensuring smoother workflows, enhanced automation, and improved user experience. In this article we explore how key areas within an organization can benefit from these exciting updates.

IT Operations Management (ITOM) 

Xanadu elevates ITOM capabilities with improved automation and process transparency: 

• Standardized documentation: The release enhances traceability and automation by supporting standardized documentation, improving the efficiency of ticket-heavy processes like event and alert management. 

• Now Assist for ITOM: Generative AI now helps summarize technical data, providing enterprise architects with critical insights from the CMDB, accelerating failure identification, and enabling faster root cause analysis. 

These updates will enable IT teams to handle larger workloads with greater precision, reducing downtime and improving operational efficiency. 

Strategic Portfolio Management (SPM) 

Xanadu brings powerful updates for managing the strategic project portfolio: 

• Scenario planning: Organizations can now simulate different strategic plans and choose the best scenario based on real-time alignment with business goals. 

• Enhanced resource management: The new resource management workspace simplifies resource allocation, with improved tools for task tracking and planning at the program level. 

• Generative AI for feedback analysis: Now Assist allows teams to automatically summarize customer feedback, saving valuable time and enabling better-informed decision-making. 

These tools help organizations align resources and strategies more effectively, boosting both agility and decision-making capabilities. 

HR Service Delivery (HRSD) 

The Xanadu release introduces features that revolutionize HR service management: 

• Employee center enhancements: These updates streamline service delivery across multiple departments, improving employee engagement and overall service efficiency. 

• HR Service Delivery workflows: Enhanced security and automated processes target healthcare and employee relations, simplifying tasks like physician onboarding and managing discrimination cases. 

• Talent development tools: With the new opportunity marketplace, employees can now explore short-term gigs and volunteering opportunities, fostering career growth and engagement. 

These improvements empower HR teams to deliver more efficient services, ultimately boosting employee satisfaction and productivity. 

Source-to-Pay (S2P) 

Xanadu enhances Source-to-Pay processes with AI-driven tools and seamless integrations: 

• Accounts payable automation: Faster invoice processing with new tax compliance tools ensures greater accuracy. 

• Procurement operations with AI: Now Assist provides AI-powered support for purchasing, ensuring full transparency across procurement workflows. 

• Supplier lifecycle management: A unified workspace for supplier data, contracts, and purchase orders ensures smooth ERP integration and process efficiency. 

These enhancements will allow organizations to streamline procurement and payment processes while reducing errors and compliance risks. 

Customer Service Management (CSM) 

For CSM, the Xanadu release focuses on enhancing customer onboarding and flexibility: 

• Account onboarding playbook: A new landing page simplifies onboarding by displaying all open tasks in one place. 

• Unified consumer role: This feature allows organizations to assign users both internal and external roles, providing more flexibility in user management. 

• Enhanced email composer: A new email dialog streamlines communication, allowing for better tracking and quicker responses. 

These features improve customer experience and streamline internal operations, allowing teams to serve clients more effectively. 

Conclusion 

The ServiceNow® Xanadu release is a game-changer, offering streamlined automation, enhanced AI capabilities, and powerful new tools for improving HR, procurement, IT, customer service, and portfolio management operations. Whether you need to enhance your HR processes or improve procurement transparency, Xanadu has the tools to help you succeed. Contact us to explore how these updates can be integrated into your operations to maximize efficiency and user satisfaction.