ServiceNow is expanding its financial and supply chain workflows on its platform as it aims to automate more processes such as accounts payable and procurement.

At its Knowledge 2023 conference in Las Vegas, ServiceNow outlined the new workflows. As previously reported, the race to automate business processes is on as multiple vendors are aiming to be the automation platform of choice.

ServiceNow also is layering generative AI features into its workflow automation platform.

ServiceNow is increasingly using its workflow automation platform to expand into new use process use cases. ServiceNow is actively courting finance, procurement and supply chain leaders.

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The new finance and supply chain workflows include:

  • Accounts Payable Operations (APO), which will automate the accounts payable process. APO eliminates the need to manually enter data or reconcile invoices against purchase orders and goods delivered. ServiceNow said there will also be a single view that incorporates ESG, legal and compliance.
  • Clean Core ERP with App Engine, which uses ServiceNow's low-code tools to identify legacy ERP technical debt that can be removed, replaced or automated. This move has two objectives including making ERP migrations more efficient and highlighting ServiceNow as an automation platform that rides on top of ERP systems.

"Finance and supply chain are key processes ripe for automation," said Constellation Research CEO Ray Wang. "These processes are often highly defined and regulated, which make them great candidates for automation in this exponential year of efficiency."

Not surprisingly, ServiceNow outlined its generative AI case. The company outlined its Generative AI Controller and Now Assist Search that will bring generative AI to enterprise applications. ServiceNow and Microsoft also expanded their existing strategic partnership to connect the Now Platform to Azure OpenAI Service.

The ServiceNow Generative AI Controller allows customers to connect ServiceNow instances to both Microsoft Azure OpenAI Service and OpenAI API large language models. The AI controller also has built-in actions to integrate generative AI to answer questions, summarize and generate content and plug into ServiceNow's Virtual Agent. 

Now Assist for Search provides natural language responses based on a customer's knowledge base. It will be available throughout Portal Search, Next Experience and Virtual Agent. 

Among the other announcements from ServiceNow at Knowledge 2003:

  • ServiceNow Cloud Observability brings in Lightstep's observability metrics, tracing and logging into one system that can provide insights and actions across tools, processes and people.
  • ServiceNow Employee Growth and Development uses AI to close talent gaps and identify what skills will improve businesses. The platform also has guided career paths, development goals and learning resources.
  • ServiceNow Diversity, Equity and Inclusion Report, which uses data to determine the focus and objectives of new programs, progress made and processes and policies to advance DEI.
  • launched to enable nonprofits to manage resources better with a focus on use cases such as disaster deployment, refugee resettlement and volunteer management.
  • ServiceNow Global Impact Report is targeted at ESG and targeting sustainability and social goals with business metrics and objectives.