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A new ServiceNow release – London – is now available, with exciting new capabilities designed to deliver intelligence for everyday work and better experiences.
Check out the details for the new capabilities that are now generally available.
NOW PLATFORMTM
- Virtual Agent: A chatbot that provides users assistance through conversations within a messaging interface. Users can build automated agents (bots) and design bot conversations that help quickly obtain information, make decisions, and perform common work tasks. Pre-built conversations are available out-of-the box for IT Service Management, Customer Service Management and HR Service Delivery. Offers a seamless transfer from a bot conversation to a live agent if required.
- Flow Designer Enhancements: Includes capabilities to build end-to-end codeless flows with sub-flows, supports auto-remediation with Event Management and enables taking action based on time series events with MetricBase.
- IntegrationHub Enhancements: Adds support for Microsoft Azure Active Directory, Microsoft Active Directory, PowerShell and REST.
- Actions App for Slack and Microsoft Teams: Share notifications for new records and approve changes within Slack and Microsoft Teams. Apps can be downloaded from the Slack and Microsoft Teams App Stores.
- Database Encryption: Encrypt all instance data at rest using a unique Advanced Encryption Standard (AES) key that is managed by ServiceNow.
- Custom URL: Create custom URLs to “brand” applications and services provided on the Now PlatformTM.
- Integration and Usability Enhancements for:
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- Service Portal: Integration with Guided Tour Designer and Automated Testing Framework, plus includes a unified search with the ability to apply multiple dynamic filters.
- Guided Tour Designer: Full Service Portal support, new content management convenience features like introduction and conclusion steps, a new tour creation page, and the ability to save a tour in an unpublished state.
- MetricBase: Integrated with Flow Designer to easily configure time series triggers.
- Agent Intelligence: Adds Japanese, French, German, Spanish, and Dutch for wider international language support.
IT SERVICE MANAGEMENT
- Walk-up Experience: Implement streamlined face-to-face IT support services. Employees sign up remotely and walk up to the IT facility in time for their turn based on live queue updates – resulting in less downtime and greater productivity. Provide faster and more predictable services with integrated inventory management and better visibility.
- Continual Improvement Management: Helps IT leaders identify ideas to improve service levels and then manage improvement opportunities – from ideation through implementation. Integration with Performance Analytics enables alignment of improvement ideas with corporate goals.
- Virtual Agent for IT Service Management: A chatbot that automates repetitive IT agent interactions with pre-built conversation flows. Provides fast and consistent responses to common requests and improves the predictability of operations. Pre-built conversations include: creation of an incident with conversation history and work notes; providing users links to relevant catalog items and knowledge base articles; and reporting on current outage information.
- Agent Workspace (Limited Access*): Provides agents with an optimized omni-channel workspace layout that brings together key user details, timelines, SLA achievement, and case activity feed into one view. Improves productivity and helps agents quickly process multiple records by providing contextual help from the knowledge base, service catalog, and social Q&A.
PERFORMANCE ANALYTICS
- Dependency Assessment: Quickly visualize and explore Performance Analytics architectural relationships. Implement changes to dashboards, KPIs, or data sources with confidence by gaining an understanding of exactly which objects will be affected.
- Detailed Scorecard Enhancements (Limited Access*): Provides a new experience for exploring, comparing, and predicting organizational performance. A new Breakdowns panel makes it easier to segment scores; expanded forecasting abilities predict when goals will be met; and benchmarks are now natively integrated into the scorecard.
- Insights (Limited Access*): Delivers automated analysis directly to dashboards, highlighting emerging trends and exposing hidden anomalies. New highs, lows, predictions, and elements with unusual activity are identified without manually sifting through data.
IT OPERATIONS MANAGEMENT
- Event Management – Alert Management: Manage rule definitions, define alert conditions, and set remediation actions for external applications (via Flow Designer and IntegrationHub) to speed resolution of affected CIs. This replaces the Alert Action Rules feature.
- Event Management – Alert Intelligence (Limited Access*): Diagnose alerts, visualize changes, and drive remediation of problems – all from a single workspace that uses machine learning to correlate event sources and data to pinpoint root causes.
- Operational Intelligence – Insights Explorer: Visualize performance of IT resources by searching dynamic metric data across all the CIs. Insights Explorer replaces Metric Explorer. Also, create performance reports using raw metric values and calculated anomaly scores across many CIs, enabling faster identification of performance issues that are widespread in the IT environment.
- Discovery – Kubernetes Clusters: Discover resources deployed in a Kubernetes cluster such as container images, pods and services. Gain full visibility of changes in container clusters deployed on AWS, Azure, and VMware environments. All data and changes are synched with the CMDB in real-time.
- Discovery and Service Mapping – AWS API Gateway and Lambda: Discovers all the IT resources running on AWS Lambda. Track changes and incidents in the AWS environment and ensure they are always synced with the CMDB.
IT BUSINESS MANAGEMENT
- Agile Development – Essential Scaled Agile Framework: Deploy Essential SAFe best practices by enabling teams to plan all work at the team and program levels in a single system; includes drag-and-drop Big Room planning capability for scheduling work with specific teams.
- Agile Development and Test – Integrated Test: Create and execute tests easily from within a sprint. Integrate with common DevOps tools like Git and Jenkins. View test cases next to stories while tracking changes in a unified interface.
- Project Portfolio Management – Investment Portal: Easily track investment portfolios and gain visibility into upcoming investments. Drive more insights by configuring metrics, and by grouping and filtering investments in a grid format.
- Project Portfolio Management – Project Planning and Scheduling Console: Eliminates clutter and automates schedule updates based on actions like ‘close a project’.
- Resource Management – Resource Allocation Workbench: Simplify resource management with a new grid layout that provides views based on groups, projects or roles. Enable intelligent resource allocation by delivering insights into overall demand, availability and costs.
- Financial Modeling – Financial Management as an Engine: Leverage prescriptive models to simplify mapping of spending and take advantage of improvements in rate management and currency conversions.
SOFTWARE ASSET MANAGEMENT
- License Change Projections: Easily calculate software costs associated with proposed IT changes before they are implemented.
- Citrix Publisher Pack: Discover and reconcile software compliance issues within the Citrix virtual environment. Helps plan annuals software budgets and supports better cost optimization.
- Adobe Cloud License Management: Enables subscription control, software license reassignment, and cost control of Adobe Creative Cloud, Document Cloud, Management Cloud – all from a single interface.
- Software Lifecycle Dates: Provides data such as software End of Life date and End of Service Life date to enable proactive planning and prioritizing of software application upgrades.
SECURITY OPERATIONS
- Security Incident Response – New User Interface: A modern, easy-to-understand and configurable interface provides quick access to actionable security incident data. Includes easily accessible playbooks to guide junior analysts through the response process.
- Security Incident Response and Vulnerability Response – Setup Assistant: Reduces deployment times by enabling faster configuration through easy-to-follow list of tasks – from installing integration plugins to setting user roles and configuring calculators.
GOVERNANCE, RISK AND COMPLIANCE
- Vendor Risk Management – Vendor Tiering: Control third-party risk with a formal vendor tiering process to evaluate vendors through internal assessments and automatically calculate risk tier scores.
- Vendor Risk Management – Integrations with Security Score Vendors: Improves vendor monitoring and reduces non-compliance by expanding users’ knowledge of the risk posed by their vendors with the help of third-party security score providers.
HR SERVICE DELIVERY
- Employee Document Management: Manage employee documents electronically to speed case resolution and boost security and compliance. Control access to important and confidential files based on document and employee properties. Ease retrieval of files by defining metadata tags on documents.
- Virtual Agent for HR Service Delivery: Improve employee self-service through a chatbot that provides answers to basic repetitive inquiries without involving HR staff. Includes pre-built, out-of-the-box conversation topics for leave of absence, researching pay discrepancies, and updating an employee profile. If answers cannot be provided, automatically creates case for follow-up by HR staff. Facilitates greater levels of self-service by allowing HR to build their own conversations to support additional types of inquiries.
- Employee Service Center – Targeted Content Automation: Proactively distribute targeted, scheduled communications to specified employee segments. Enables campaigns or content bundles that support ongoing messages through the duration of an event.
- Case and Knowledge Management – Knowledge Blocks: Simplifies knowledge base management by displaying only relevant article content to a user. Allows HR to create a universal knowledge article that leverages reusable, intelligent content blocks that are included in a knowledge article when a defined user or system criteria is met.
CUSTOMER SERVICE MANAGEMENT
- Virtual Agent for Customer Service Management: A chatbot that improves customer self-service by automating the answering of repetitive customer inquiries. Includes out-of-the box conversation topics and a seamless escalation to a live chat agent. Allows users to build their own conversations to support additional types of inquiries, driving greater levels of self-service.
- Agent Workspace for Customer Service Management (Limited Access*): Enhances agent experience and productivity with an optimized workspace layout, bringing together timelines, SLAS, and chat into one view. Includes Agent Assist feature which allows agents to solve cases faster by providing contextual knowledge base articles and Community content per case.
- Major Issue Management: Proactively manage customer-facing communications and resolution processes for major issues that impact many customers. Creates an overall case to manage all aspects of the issues just once, while automatically synching information from the overall case to individual impacted accounts.
- Knowledge Management Enhancements: Provide a closed-loop process for making feedback on knowledge articles actionable using configurable feedback triggers. Improve search rankings with enhanced search engine optimization (SEO) support. Increase authoring efficiency by creating reusable knowledge blocks that can be used in multiple articles. Track content usage, governance and quality with the new Knowledge Management dashboard.
- Field Service Management, Customer Service Management and Communities – User Experience Enhancements:
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- Guided Setup: Drives faster application adoption by walking customers through configurations in a step-by-step fashion.
- Mandatory Skills: Automatically enforces mandatory skills associated with a work order or case assignment, boosting compliance and efficiency.
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* Limited Access: Capabilities identified as Limited Access are not generally available, but are fully tested and supported. They are only provided to a limited number of pre-selected customers for evaluation. Limited Access capabilities may be generally available in the next ServiceNow software release.
The London release broadcast on-demand
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