- Now Platform®
Quebec release features new Creator Workflows and App Engine Studio
to accelerate the pace of digital transformation, enabling fast
low‑code app development across the enterprise to easily workflow
everyday business challenges
New, powerful machine learning and native AI solutions advance digital resiliency and business productivity
Industry leaders, including Nike, Adobe, Deutsche Telekom,
Logitech, Medtronic, St. Jude Children’s Research Hospital, and
others are using the Now Platform to accelerate their digital
SANTA CLARA, Calif. — March 11, 2021
– ServiceNow (NYSE: NOW), the
leading digital workflow company that makes work, work better for people,
today unveiled the Now Platform® Quebec release
. This latest version of the Now Platform features expanded native AI
capabilities and new low‑code app development tools, empowering customers
to innovate quickly, realize fast time‑to‑value, improve productivity and
deliver great experiences. With companies radically changing the way they
operate and accelerating digital transformation, the Now Platform is
enabling the digital speed, agility and resilience every business needs to
create the future of work.
Nearly 80% of the Fortune 500 and thousands of organizations worldwide are
relying on the Now Platform to help protect revenue, maintain business
continuity, stay productive and safe, and deliver great experiences for
their customers and employees. As organizations plan for supporting
distributed workforces long‑term, cross‑functional workflows that create
great experiences for customers and employees are critical. Digital
investments are at an all‑time high. According to IDC, worldwide digital
transformation investments will total more than $7.8 trillion by 2024.1
Industry leaders, including Nike, Adobe, Deutsche Telekom, Logitech,
Medtronic, St. Jude Children’s Research Hospital, and others are using the
Now Platform to accelerate their digital transformation programs to deliver
innovation, agility and productivity.
"In today’s challenging environment, organizations worldwide are pivoting
fast, adopting new, distributed models of working and creating new
workflow‑enabled ways of operating with more agile, resilient, digital
enterprise value chains," said Chirantan "CJ" Desai, chief product officer
at ServiceNow. "Customers are relying on ServiceNow's Now Platform to
deliver enterprise digital workflows, create new business models, enhance
productivity and enable great customer and employee experiences in any
operating environment. This newest version of the Now Platform further
enhances the must‑have enterprise digital tools customers need today."
"As businesses shift from emergency response to long‑term recovery and
distributed work becomes the norm, organizations are accelerating digital
transformation efforts and investing in new technologies that promote
continuity and agility," said Philip Carter, Group Vice President, European
Chief Analyst and WW C‑Suite Tech Research lead at IDC. "The ability to
deliver end‑to‑end digital experiences for employees and customers alike
will be a crucial competitive differentiator. There is significant customer
traction, accelerated by the pandemic, for unified technology platforms
that connect systems, silos and processes to enable these connected,
digital‑first enterprise models."
The low‑code workflow revolution
ServiceNow today introduced
Creator Workflows to join its existing IT, Employee and Customer Workflow portfolios to put
the power of automation in the hands of the business, enabling people at
every technical skill level to build apps at speed.
Creator Workflows feature ServiceNow’s low‑code development tools,
IntegrationHub, which allow businesses to transform old, manual processes into modern,
digital workflows at scale. With the Now Platform Quebec release,
ServiceNow has introduced new products within Creator Workflows that let
developers of every skill level build workflow apps fast:
App Engine Studio
accelerates app development at scale with a fast, intuitive and guided
low‑code visual development environment that empowers people with no
coding experience to collaborate and build applications.
App Engine Templates
give teams access to pre‑built workflow building blocks so that citizen
developers can get a head start on building apps without having to
start from scratch.
Low‑code is becoming a strategic imperative for businesses to adapt to a
rapidly changing environment. According to Gartner, "by 2024, low‑code
application development will be responsible for more than 65% of
application development activity."2
Several organizations, including St. Jude Children’s Research Hospital and
the City of Los Angeles,
have turned to ServiceNow’s low‑code App Engine to build custom end‑to‑end
workflows that ensure these organizations can focus on delivering critical,
lifesaving services to patients and citizens at scale during COVID.
With the Now Platform Quebec release, ServiceNow is helping organizations
be more agile and adept at new ways of working. Leveraging one unified
platform and data model, customers can continually monitor and optimize
business processes to proactively identify and avoid bottlenecks and
empower employees to work in an increasingly distributed fashion, as
returning to the office becomes an option for some organizations. Three
additional new workflow solutions include:
Process Optimization enables IT and customer service organizations to visually create and
improve the underlying processes driving workflows and to proactively
identify and avoid process bottlenecks to speed issue resolution.
provides a workspace for IT and customer service managers that helps
organizations optimize productivity. The workspace monitors real‑time
agent productivity, workload and KPIs across multiple channels,
resulting in improved customer experiences.
Engagement Messenger extends self‑service to 3rd party portals to enable AI search,
Knowledge Management, Case and Virtual Agent interactions, which result
in increased case deflection and improved customer satisfaction.
Machine learning and native AI solutions for digital resiliency and
The Now Platform Quebec release allows organizations to enhance
productivity with powerful, new, native AI capabilities. In addition to the
need to innovate fast and deploy quickly at scale, customers need to
deliver enterprise‑wide, consumer grade digital tools that enhance
productivity for more distributed workforces. New capabilities to enhance
ITOM Predictive AIOps
predicts issues before they become problems and helps organizations
Virtual Agent enhancements accelerate time to value with guided setup and topic
recommendations and speed incident resolution with end‑to‑end
AI‑powered conversational experiences.
delivers a consumer‑grade search experience for employees and
customers, giving people the personalized, relevant, and actionable
information they need right from their search window in service
portals, on mobile, and Virtual Agent.
These new capabilities represent the AI functionality acquired with
Attivio, which have been incorporated in the Quebec release. The Now Platform
Quebec release keeps work flowing with advanced AIOps capabilities and
gives customers deeper insights into their digital operations to minimize
and fix incidents before they become issues, delivering consumer‑grade
AI‑driven experiences that harness personalized insights to help
organizations work smarter and faster.
Great employee experiences for the new world of work
ServiceNow continues to create great employee experiences by helping
employees find answers to questions and fulfilling employee requests across
the enterprise – from HR and IT to legal and facilities. In addition to
providing consumer‑grade search experiences with AI search, ServiceNow
announced new innovations to help organizations boost employee engagement
across the enterprise, including Universal Request. Universal Request enables agents to collaborate and transfer tickets across
departments while keeping employees informed of the status of their ticket so that employees can stay focused on their work without being
concerned where the request is supposed to go.
The Now Platform Quebec release is generally available today.
Watch a demo of the App Engine Studio and Templates solution.
- ServiceNow’s Chief Product Officer, CJ Desai, shares additional insights
in his blog on:
- IT Workflows capabilities build the future of IT at speed.
- Customer Workflows capabilities connect customer operations and boost loyalty.
- UI Builder capabilities for App Engine and Customer Service Management solutions enable customers to cater to different audiences.
- Employee Workflows capabilities create connected and engaging employee experiences, which you can learn about here.
- ServiceNow today also introduced new innovations for the telecommunications, financial services, and healthcare industries, which you can learn about here.
What customers and partners are saying about the Now Platform Quebec release:
"In today’s experience‑driven economy, ServiceNow has played an integral
role in shaping digital workflows," said Ronell Hugh, Head of Product
Marketing, Adobe Experience Platform. "The Now Platform has helped us
simplify internal workflows and improve the overall employee experience."
"The Now Platform Quebec release reinforces ServiceNow’s mission to
redefine what meaningful work looks like in the 21st century by connecting
people, processes, and technology for true long‑term success," said Ellen
Daley, SVP, Acorio an NTT DATA Services Azienda. "With the addition of
enhanced artificial intelligence, mobile capabilities, UI Builder, and
more, the entire Now Platform has become indispensable, especially as we
continue to deal with our global health crisis. ServiceNow has enabled our
clients who, in turn, have inspired us as they stayed calm and dug deep to
protect their customers and employees with the Now Platform. The best
innovation happens in these times and I am amazed at what our customers are
doing to ensure safe work and serve customers who need them more than ever.
With Quebec and beyond, let’s continue to look forward to the future and a
healthy business environment, underpinned by a peaceful and socially just
"Logitech implemented ServiceNow to increase the speed and agility of our
ITOM and ITAM teams, supporting IT compliance and more efficient operations
for our workforce," said Anne Carrigy, head of enterprise IT, Logitech. "We
are excited to enable employee collaboration, integrate with some of our
existing platforms, and more using ServiceNow’s new Now Platform Quebec
release. ServiceNow’s digital workflows provide a solid employee experience
that help keep us focused on innovation."
"With the establishment of the new B2B business unit in 2020, DTAG started
the implementation of the B2B Powerhouse initiative, including the endeavor
to radically simplify and unify processes and IT for the B2B business,"
said Angela Maragopoulou, CIO B2B, Deutsche Telekom. "For this purpose, the
1B2B leadership team decided to join the ServiceNow Design Partner Program
for influencing and contributing to the further development of the
ServiceNow platform capabilities in line with the needs of a modern B2B
"Our development team has found ServiceNow's Quebec release to be a
milestone release for expanding our ability to provide value back to our
organization," said John Skender, Lead Software Engineer at Discover. "It’s
never been a better time to be a developer on the ServiceNow platform and a
huge reason for that is UI Builder. UI Builder for App Engine has allowed
our team to create modern and data rich applications at an incredible pace.
Our team loves the ability to use modern development tools and our end
users love the engaging applications we’re able to build."
"It’s in Juniper‘s DNA to help our customers solve the biggest networking
challenge of our time – complexity," said Sharon Mandell, Senior Vice
President and Chief Information Officer, Juniper Networks. "And as longtime
users of ServiceNow, we’ve extended this mantra into our own IT practices
to simplify, modernize and improve our business agility. We look forward to
using features made available in the Now Platform Quebec release to
streamline operations and boost innovation across the company so that
Juniper can focus on providing customers the simple network experience
required in this new era."
"Our primary mission is to alleviate pain, restore health, and extend
life," said Kulasekhar Subramaniam, IT director – ServiceNow Platform,
Medtronic. "ServiceNow’s agile, intuitive, and structured low‑code tools
have been essential in driving innovation and ensuring our focus stays in
providing our stakeholders with the best experience in achieving their
goals in a timely manner. We embraced a citizen developer model with
user‑friendly tools and templates to meet the growing demands of our
business partners and the results have been astounding, with over a 50
percent increase in app development in the ServiceNow platform. Creator
Workflows products, like App Engine, play a key role in developing
innovative technologies that put patients first and effect positive change
in the communities we live and work in."
"We’re hyper‑focused on providing our teams the end‑to‑end support needed
across every aspect of the business, and App Engine enhances our ability to
provide purpose‑built applications to solve unique business issues," said
Dan Le Masurier, Director IT Service Delivery, Qlik. "With App Engine
Studio, we look forward to quickly developing and delivering specialized
enterprise‑grade applications to deliver even more value to our teams."
"Organizations across industries have undergone incredible digital
transformations in the last year as we continue to adapt to a changing
world of work," said Erica Volini, principal and human capital leader,
Deloitte Consulting LLP. "Through our continued collaboration with
ServiceNow and their latest Now Platform updates, our clients will be
prepared for the modern workforce with the ability to enable productivity
from anywhere and drive business agility at scale."*
*Please see www.deloitte.com/us/about for a detailed description of our legal structure.
1IDC, WW Digital Transformation Spending Guide, 2021
2Gartner, Top 10 Application Predictions Through 2025, 12 May 2020
ServiceNow (NYSE: NOW) is making the world of work, work better for people.
Our cloud‑based platform and solutions deliver digital workflows that
create great experiences and unlock productivity for employees and the
enterprise. For more information, visit: www.servicenow.com.
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