ServiceNow Smart Operations is an application that provides one command center that connects real-time data from IoT devices across physical spaces and analyzes it to help the organization optimize and streamline operations.
It leverages the power of AI, integrating seamlessly with existing organization infrastructure such as cameras, sensors, and other IoT devices which contributes to operational excellence, enriched customer experiences, and increased sales. It also plays a crucial role in securing the site, helping in having a safe and smooth operational environment for both customers and employees.
ServiceNow Smart Operations provides great business value with instant visibility into customer behavior, site safety, and customer insights.
ServiceNow Smart Operations provides significant business value with instant visibility and insights into customer behavior, site safety, and overall customer experience through the following detection capabilities:
Unexpected dwell time: This feature allows users to automatically identify instances where a visitor spends an unusually long time in a specific area of the site. By leveraging advanced AI algorithms and utilizing real-time data from in-site cameras, it enables timely and effective responses to such scenarios.
People count: This feature alerts users when the number of visitors in the site exceeds a set threshold. Utilizing camera streams and AI analytics, it provides a vital solution for managing site occupancy effectively and ensuring compliance with safety standards.
Line crossing: This feature enables users to promptly identify when visitors move in incorrect or restricted directions, such as site entries, exits, or designated areas. Leveraging AI to analyze and flag unusual movement patterns offers a crucial solution for maintaining site safety.
Queue management: This feature enables users to optimize cashier operations. It offers real-time integration with the cashier's operational status to trigger appropriate workflow by opening cashiers based on the detected situation.
Area analytics: This feature offers detailed analytics on aspects such as visitors average dwell duration, visit density, and product conversion rate. This capability provides users with invaluable insights, enabling them to optimize product placement and in-site marketing strategies. It addresses the need for data-driven decision-making in retail environments, delivering value by enhancing site performance and customer engagement.
In addition to these detection capabilities, the release includes the following features:
Sites management: This feature provides operation managers with the tools to efficiently oversee and control multiple site locations from a centralized platform. It allows users to manage camera setups, update configurations across sites, and set site working hours for ordinary days and special days such as events, festivals, anniversaries, etc.
Edge server management: This feature provides comprehensive tools to manage and maintain edge servers across multiple sites. It allows disabling (blackout), enabling (remove blackout), and deleting edge servers, together with reinstalling retired edge servers within one year before it is permanently deleted. Critical actions such as blacking out or deleting edge servers require higher-level managerial approval to ensure proper oversight. This feature also includes certificate management, enabling administrators to renew edge server certificates which are expired or about to expire, as needed. It further provides the ability to upgrade the software of the edge server to benefit from new features and fixes.
Devices management: This feature streamlines the process of defining and managing devices, particularly cameras, by minimizing manual input and enhancing automation. This feature also enables the bulk creation of camera records for a site through direct API integration with the edge server, which retrieves essential device information automatically. Additionally, users can upload camera snapshots from the edge server and view all defined monitoring zones on these snapshots. To further enhance usability, this feature allows the users to have a panoramic view of the site map, including all its areas and floors and showing all cameras and monitoring zones at the site location.
Monitoring zones: This feature allows operation managers to define specific areas within the camera’s field of view that are critical for monitoring. Users can allocate and visually draw these monitoring zones directly on the site map layout, providing a clear and accurate representation of the areas being surveilled. Additionally, users can create specific sets of monitoring zones, particularly for targeted use cases such as queue management.
Clone configurations: This feature streamlines the process of duplicating existing setup parameters across various sites, devices, or detection capabilities. It enables the users to easily replicate current configurations, creating new records with either identical or modified settings, simplifying the setup of similar environments.
Third-parties and internal Integrations: It enables seamless connectivity between Smart Operations and various third-party and internal systems. The Point of Sale integration allows the system to pull sales transaction data from the POS system, providing insights into product performance. The Cashier Station integration monitors the status of each cashier station, improving operational oversight. Additionally, the Headset integration connects with site workers' headsets to make real-time announcements regarding emergencies or suggested actions. Internally, the feature includes integration with Task Management, mapping Smart Operations events to task assignments and alerts, ensuring prompt action on critical events.
Personalized landing page: A role-specific home page tailored for each user persona (central operations manager, regional operations manager, site manager, central IT admin, regional IT admin, and site IT admin) to provide the necessary information for streamlining operations.
Retail Operations Integration: It connects with Retail Operations to extend Smart Operations AI-generated events by automatically triggering predefined out-of-the-box workflows.
CSM/FSM Integration: A feature that links with CSM and FSM for case creation and implementing an already designed sub-flow. When an event is generated, a scheduled job processes each event and converts it into a case or work order as specified in the detection capability rule configurations.
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- Enhanced product foundations and improved the product stability, reliability, security, and ease of deployment.
- New detection capabilities:
- Queue management: It is a key capability that enables the site workers to track and enhance the performance of any area that contains repeated queue behavior, which directly affects customer satisfaction and, accordingly, sales volume.
- Area analytics: Deliver comprehensive area analytics business sites, providing insights to optimize site layout, product placement, and marketing strategies. By integrating with existing systems like POS and indoor maps, the solution offers detailed analytics on customer behavior and product performance within the site environment.
- Key new configurations and enhancements:
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- Enhance the Configurations UI and flow
- Edge servers management
- Edge server management tasks (blackout, remove blackout, delete, reinstall, renew certificate, and upgrade software of edge server)
- Change requests and approvals for some tasks (blackout and delete the edge server)
- Import bulk camera devices from the edge server:
- Clone configurations to easy duplicate of existing site, device or detection capability, creating new records with identical or modified parameters.
- Draw monitoring zones on the site map layout.
- Site working hours setup to define site ordinary and special days working hours.
- Define a set of monitoring zones .
- Personalized landing page: Providing more KPIs and visuals based on AI-data. A page tailored for each user persona (central operations manager, regional operations manager, site manager, central IT admin, regional IT admin, and site IT admin) to provide the necessary information for streamlining operation.
- Smart Operations Workspace localization: All strings in the application are localizable and all released features display the right text in each language in compliance with the platform localization standards.
Required Plugins:
- sn_smartops_comp
- sn_cmdb_ci_class
Dependencies:
- com.glide.kaa
- com.glide.hub.etl_consumer.kafka
- com.glide.hermes