VENDORiQ: ServiceNow’s Xanadu Release Empowers Organisations with Transformative AI

Why It’s Important

The ServiceNow Xanadu release brings unprecedented opportunities for ServiceNow customers by introducing a suite of cutting-edge features that deliver customer outcomes with generative AI (genAI), enhanced automation, new security features and sector-specific integrations. Xanadu has furnished significant advancements in tools like Creator Studio, Now Assist, and real-time data analytics. The Xanadu release focuses on delivering higher efficiency, improved productivity, and enhanced user experiences across industries, making it a pivotal upgrade for organisations seeking to stay ahead in the digital transformation journey.

A cornerstone of the Xanadu release is the expansion of genAI capabilities through Now Assist, which redefines how organisations interact with workflows and data. With AI-driven tools like text-to-analytics capabilities, users can generate insightful data visualisations and reports using natural language, eliminating the need for technical expertise. Features such as email and chat reply recommendations help customer service agents respond to inquiries faster and more accurately, while multi-feedback and document summarisation empower teams to process large volumes of content efficiently, enabling quicker and more informed decision-making. These advances accelerate the pace of business operations, reduce manual workloads, and ensure employees can focus on higher value tasks.

The Xanadu release also introduces advanced automation capabilities, particularly in Creator Studio, where users can now create AI-powered playbooks to guide workflows. These playbooks offer intuitive, step-by-step instructions and leverage genAI to suggest activities, streamlining the process of designing and automating workflows. As an example, new automation features for manufacturing processes enable seamless control over quality and inspection functions, significantly reducing inefficiencies. These tools not only save time but also improve consistency and accuracy across diverse organisational processes, making automation accessible to teams with varying technical expertise.

At the heart of ServiceNow is its Configuration Management Database (CMDB), a powerful, centralised repository designed to support the dynamic nature of modern IT environments. With the Xanadu release, ServiceNow has not only simplified the management of the CMDB, but greatly increased its capabilities. One example of this is the new tools for managing complex workflows and integrating operational technology (OT) systems. Features such as the SyncIPAddressToOT scheduled job ensure real-time synchronisation of IP addresses for OT devices, facilitating smoother operations and better alignment between IT and OT environments. These enhancements allow for more efficient tracking and automation of critical tasks, such as system updates and quality inspections, while improving visibility into the overall infrastructure. This streamlined management reduces downtime, enhances operational accuracy, and breaks down the barriers between IT and OT.

The ServiceNow Xanadu release introduces a suite of cutting-edge security features that enhance the platform’s resilience and protect customer data. Key among these is the expansion of Now Assist GenAI to Security Operations, which leverages AI-driven automation for more efficient handling of security incidents through proactive prompts and predictive threat prevention. Xanadu also includes comprehensive API security improvements, such as OAuth 2.0 and JSON Web Tokens (JWT) for robust authentication, rate limiting, and throttling to prevent abuse, as well as enhanced logging and real-time monitoring for better detection and response to security incidents. Another security feature comes with the Sensitive Data Redaction plugin, useful for obscuring sensitive information within inbound email actions to reduce the risk of data breaches. 

With the Xanadu release, ServiceNow continues to support industry-specific solutions by introducing tailored integrations for sectors like retail, financial services, public sector, and manufacturing. For example, Now Assist for Financial Services Operations enhances dispute and claims resolution processes, enabling banks and insurers to process cases faster and deliver better customer experiences. Similarly, Now Assist for Public Sector Digital Services simplifies complex casework, allowing government agencies to provide faster assistance to constituents. By addressing unique challenges within individual industries, these purpose-built solutions empower organisations to achieve operational excellence while delivering superior customer outcomes.

Who’s Impacted

• CIOs
• Configuration management teams
• System administrators
• All business teams using ServiceNow

What’s Next?

• ServiceNow customers should explore the AI functionalities introduced in Now Assist, such as playbook generation, data visualisation, and multi-feedback summarisation, to enhance productivity and decision-making.
• ServiceNow customers should prioritise upgrading to Xanadu to benefit from advanced security protocols and improved integration with legacy systems.
• ServiceNow customers should evaluate tailored industry solutions, such as Now Assist for Financial Services and Public Sector Digital Services, to drive operational efficiency and deliver superior customer experiences.

Related IBRS Advisory

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