ServiceNow announced a major platform expansion with the Now Platform Utah release.
Utah is built to help organizations future‑proof their businesses and drive outcomes faster in the face of continued economic uncertainty. The latest version of the intelligent, end‑to‑end platform for digital transformation includes AI‑powered process mining with robotic process automation (RPA) capabilities, additional search enhancements, expanded Workforce Optimization, and Health and Safety Incident Management, all designed to help increase automation, simplify experiences, and offer greater organizational agility.
“Organizations no longer need to choose between speed and innovation, or great experiences and business growth,” said CJ Desai, president and chief operating officer at ServiceNow. “ServiceNow’s intelligent platform offers fast time to value, continuous net new innovation, and a simplified and seemingly invisible upgrade experience so customers can do more with less and transform their business models. Our latest release is designed for this moment – empowering organizations to maximize efficiency, accelerate ROI on digital spend, and create simplified, connected experiences across their entire value chain.”
As organizations increasingly digitize, ServiceNow helps deliver more value by orchestrating work across silos to multiply productivity and accelerate automation, now with new AI‑powered features including:
- AI Search, now built into ServiceNow’s Next Experience, uses AI and natural language processing to help service delivery workers find the information they need to do their jobs more effectively and resolve customer issues faster. AI Search also includes advanced features like auto‑complete suggestions, exact match, and typo handling – allowing users to go directly to a record, to more quickly identify relevant materials that can help them resolve an issue.
- Process Optimization has been expanded to support workflows beyond IT Service Management (ITSM) to other workflows within the Now Platform, such as Field Service Management (FSM) and more. With improved, AI‑powered visibility into hidden inefficiencies, organizations can apply those recommendations with ServiceNow’s RPA solution to optimize process efficiencies and performance to help cut costs and improve customer satisfaction.
- Workforce Optimization capabilities have been enhanced and expanded to support workflows beyond ITSM and Customer Service Management, into areas like HR Service Delivery and more. For example, Workforce Optimization now also gives HR managers a central place to understand and optimize their employee bases (or teams). Leaders and managers can maximize the quality of work performed by employees, teams, and departments so businesses can perform at the highest level without significantly increasing costs.
- Document Intelligence allows customers to accelerate and automate AI‑enabled text extraction from documents, saving time and eliminating human errors. The Utah release includes a more streamlined user experience so process owners can easily build, personalize, and monitor document processing. Document Intelligence also can automatically pull massive amounts of data from long tables in documents like invoices and purchase orders to expedite things like payroll, finance, and procurement processes.
- ServiceNow Impact helps customers accelerate the return on their digital transformation investments. Enhancements to performance tools, as well as new Impact accelerators, are available in the Utah release. These additions help platform owners better manage system health and reduce the time it takes to bring critical dashboards online, for better visibility into the status of digital transformation initiatives.
The Now Platform Utah release introduces more simplified, unified admin and agent experiences across Next Experience, so employees work smarter and get more done, while delivering excellent experiences for customers. It also introduces a better way to create a connected workplace with insights to inform planning and make the most of office space. New capabilities include:
- Theme Builder allows customers to easily create and manage branded themes via an intuitive interface that helps users create and preview a branded, personalized look and feel. These capabilities help organizations deliver consumer‑grade experiences that work for everyone.
- Enterprise Architect Workspace allows users to gain control of app redundancy and limit unnecessary spending as organizations look to do more with less. This workspace provides a consolidated user experience for enterprise architects to make smarter decisions across their app portfolios while reducing risk and cost.
- Workplace Lease Administration arms facility managers with powerful data and insights so they can more effectively track contracts and make informed decisions about office space while controlling costs. As the role of the physical office continues to evolve with the reality of hybrid work, additional enhancements to Workplace Space Management unlock insights for workplace leaders to re‑design workspaces that respond to employee needs.
The Latest
According to Auvik's 2025 IT Trends Report, 60% of IT professionals feel at least moderately burned out on the job, with 43% stating that their workload is contributing to work stress. At the same time, many IT professionals are naming AI and machine learning as key areas they'd most like to upskill ...
Businesses that face downtime or outages risk financial and reputational damage, as well as reducing partner, shareholder, and customer trust. One of the major challenges that enterprises face is implementing a robust business continuity plan. What's the solution? The answer may lie in disaster recovery tactics such as truly immutable storage and regular disaster recovery testing ...
IT spending is expected to jump nearly 10% in 2025, and organizations are now facing pressure to manage costs without slowing down critical functions like observability. To meet the challenge, leaders are turning to smarter, more cost effective business strategies. Enter stage right: OpenTelemetry, the missing piece of the puzzle that is no longer just an option but rather a strategic advantage ...
Amidst the threat of cyberhacks and data breaches, companies install several security measures to keep their business safely afloat. These measures aim to protect businesses, employees, and crucial data. Yet, employees perceive them as burdensome. Frustrated with complex logins, slow access, and constant security checks, workers decide to completely bypass all security set-ups ...
In MEAN TIME TO INSIGHT Episode 13, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA discusses hybrid multi-cloud networking strategy ...
In high-traffic environments, the sheer volume and unpredictable nature of network incidents can quickly overwhelm even the most skilled teams, hindering their ability to react swiftly and effectively, potentially impacting service availability and overall business performance. This is where closed-loop remediation comes into the picture: an IT management concept designed to address the escalating complexity of modern networks ...
In 2025, enterprise workflows are undergoing a seismic shift. Propelled by breakthroughs in generative AI (GenAI), large language models (LLMs), and natural language processing (NLP), a new paradigm is emerging — agentic AI. This technology is not just automating tasks; it's reimagining how organizations make decisions, engage customers, and operate at scale ...
In the early days of the cloud revolution, business leaders perceived cloud services as a means of sidelining IT organizations. IT was too slow, too expensive, or incapable of supporting new technologies. With a team of developers, line of business managers could deploy new applications and services in the cloud. IT has been fighting to retake control ever since. Today, IT is back in the driver's seat, according to new research by Enterprise Management Associates (EMA) ...
In today's fast-paced and increasingly complex network environments, Network Operations Centers (NOCs) are the backbone of ensuring continuous uptime, smooth service delivery, and rapid issue resolution. However, the challenges faced by NOC teams are only growing. In a recent study, 78% state network complexity has grown significantly over the last few years while 84% regularly learn about network issues from users. It is imperative we adopt a new approach to managing today's network experiences ...
From growing reliance on FinOps teams to the increasing attention on artificial intelligence (AI), and software licensing, the Flexera 2025 State of the Cloud Report digs into how organizations are improving cloud spend efficiency, while tackling the complexities of emerging technologies ...