Company partners with Washington State
Department of Health to share emergency operations app with all
public sector customers at no charge
ServiceNow (NYSE: NOW), the leading digital workflow company
that makes work, work better for people, today announced a customer
care plan to support its public and private sector customers in
managing the COVID-19 pandemic.
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the full release here:
https://www.businesswire.com/news/home/20200316005946/en/
ServiceNow Customer Care Plan (Graphic:
Business Wire)
As part of this effort, the company has announced four new
community apps to help its customers, including government agencies
and enterprises, manage complex emergency response workflows. These
apps are now available at servicenow.com/crisisresponse for
customers to access free of charge through September 30, 2020.
“In this battle to flatten the COVID-19 curve, none of us is as
smart as all of us,” said Bill McDermott, president and CEO of
ServiceNow. “These ServiceNow applications will enable emergency
outreach, self-reporting and exposure management, which are
precisely what organizations need to do right now to help people
get through this crisis.”
“We are particularly proud to partner with Washington State’s
Department of Health to make an emergency operations app, which
they developed on the Now Platform, available to all government
agencies fighting this pandemic. This is all about sharing best
practices, which is why we’ll do everything we can to get the
Washington State app in use everywhere,” McDermott continued.
Emergency Response Operations app for government
agencies
Washington State’s Department of Health, a ServiceNow customer,
initially created the Emergency Response Operations app on the Now
Platform to manage their own response to COVID-19. Working with
ServiceNow, the Department of Health is making the app available to
all government entities at no charge.
“As the epicenter for COVID-19 in the U.S., the State of
Washington’s agencies, emergency responders and public health
professionals had to rapidly assemble an incident management
structure to lead outbreak response and mitigate the spread and
impact,” said Jennifer McNamara, Chief Information Officer,
Washington State Department of Health.
“Leveraging ServiceNow’s Now Platform, we were able to digitize
processes that allowed us to quickly resource critical Incident
Management Team positions. This automated a manual and
labor-intensive process that was fraught with errors while also
providing real-time visibility into resource allocations. Improved
accountability will allow us to secure the maximum federal
reimbursement for incident expenditures. We are building on the
success of this phase with automation of the other Incident
Management Functions such as resource demobilization, planning,
logistics, and finance.”
“Given the complexity and importance of community within this
crisis, we believe it’s our duty to share our approach and the
application we were able to quickly develop on the Now Platform.
That’s why we have worked with ServiceNow to make our application
freely available to other governmental entities. By digitizing
these processes, responding to an emergency does not have to create
an emergency to coordinate,” McNamara concluded.
Customer care plan
ServiceNow has launched a customer care plan to support its
customers as they focus on maintaining business operations during
the COVID-19 pandemic. This includes a commitment to maintaining
virtually 100% uptime for ServiceNow instances; and launching a Now
Community forum where customers and partners can interact with
other customers, as well as an Apps Suggestions portal, where
customers and partners can provide their ideas for COVID-19 related
apps or features.
In addition to the State of Washington’s Emergency Response
Operations app, ServiceNow has developed and introduced three, free
of charge community apps to benefit all customers. The additional
apps include:
- Emergency Outreach: during a crisis, this workflow
leverages the Now Platform to help companies connect with employees
to assess the impact. Employers can reach out by email to provide
information and safety measures and request a response to confirm
if employees are safe and where they are located. Employers can
also leverage the ServiceNow Now Mobile App to send push
notifications to employees via mobile to get response.
- Emergency Self Report: this workflow helps an employee
notify their employer that they are self-quarantined and when the
employee will return to work, and provides workflow support for the
employer.
- Emergency Exposure Management: when a company becomes
aware that its employee is diagnosed with an illness, this workflow
helps the employer identify other people who might have been
exposed based on the employee’s meetings history and job
location.
More information about ServiceNow’s customer care plan,
including accessing the community apps, can be found at
servicenow.com/crisisresponse.
Customer support
As a global company, ServiceNow has critical business functions,
including technical support and cloud operations, distributed in
regions around the world. This model will help ensure
consistent, world-class customer support and service levels for its
customers.
The company is committed to maintaining virtually 100% uptime
for ServiceNow instances to ensure that customers have all of the
capabilities available to them to continue their operations.
ServiceNow maintains an Advanced High Availability Architecture
with the ability to run a customer's production application from a
pair of data centers located in geographically different
regions.
ServiceNow's business continuity plan covers the ability for our
cloud operations and technical support teams to work remotely in a
safe and secure manner so they can continue to serve the company’s
customers. All remote access happens using secure connections and
multifactor authentication.
ServiceNow’s Knowledge 2020 customer event goes
digital
In order to protect the health and safety of its customers,
partners and extended community, ServiceNow’s Knowledge 2020 event
will become a digital community experience. This digital event,
which starts on May 5, replaces the in-person event scheduled May
3-7 in Orlando, FL. The Knowledge 2020 digital experience will
showcase all the ways to unlock productivity through modern digital
workflows, highlight the latest customer and platform innovations,
and inspire the ServiceNow community to continue to create great
experiences and unlock productivity for businesses.
Protecting our employees
ServiceNow has taken action to maximize the well-being and
safety of its 10,000-plus global employees, office staff and
communities. As part of its efforts, the company:
- Has asked all employees globally to work from home, effective
March 11th, in an effort to encourage social distancing;
- Is continuing to compensate all full-time and part-time
workers, contractors and support staff during this work-from-home
period; and
- Is requiring that employees avoid business travel unless it’s
deemed business-critical, and is within their own country.
Community giving
Across ServiceNow’s global community, we recognize that
healthcare workers on the frontlines of COVID-19 are in need of
support. These workers are in need of supplies, such as masks,
protection suits, goggles and medical testing equipment, as well as
basic necessities, such as food, lodging, training and support.
ServiceNow is making donations to the International Medical Corps
and the CDC Foundation totaling $100,000 to support these
efforts.
About ServiceNow
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.
© 2020 ServiceNow, Inc. All rights reserved. ServiceNow, the
ServiceNow logo, Now, and other ServiceNow marks are trademarks
and/or registered trademarks of ServiceNow, Inc. in the United
States and/or other countries. Other company names, product names,
and logos may be trademarks of the respective companies with which
they are associated.
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version on businesswire.com: https://www.businesswire.com/news/home/20200316005946/en/
ServiceNow PR Penny Bruce (408) 893-0601
penelope.bruce@servicenow.com
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