Q&A from the Orlando release broadcast - KEYNOTE

[Lisa Latour]

Help us welcome in the latest Now Platform® release. Orlando — is now available!

Now Platform Release Fact Sheet: Orlando

Orlando release is now available (Summary Blog)

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On Demand
The Now Platform Orlando release broadcast.

ServiceNow is proud to introduce and walk you through the Now Platform Orlando release with Now Intelligence.

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Q: Which Mobile App will be available for Orlando? Is a link from a email app (Google) directly to a ticket in Snow available? 
A: Now Agent, Now Mobile, and Mobile Onboarding are available in Orlando More information can be found here: https://docs.servicenow.com/bundle/orlando-mobile/page/administer/tablet-mobile-ui/concept/mobile-co...
Deeplinking to go from an email link directly to an email ticket is also possible in New York/Orlando as well https://docs.servicenow.com/bundle/orlando-application-development/page/app-store/dev_portal/API_ref...

Q: Need the KPI thing a separate License? 
A: KPI Composer is currently compatible with Orlando, New York, and Madrid. KPI Composer is available in the store and each version will list the supported version when this changes in the future.

Q: There is this understanding that ServiceNow is more targeting enterprises workflows and operation models, but when it comes to ICT service providers, How can ServiceNow facilitate a one stop shoe experience for ICT service providers, when they provide services to their customers? 
A: Domain Separation is a feature that allows your instance to be multi-tenanted for your customers. In addition, CSM (Customer Service Management) provides Proactive Customer Service that allows CSM agents to know issues with customers as detected by ITOM and communicate with their customers before the customer even knows about the issue.

Q: What is the difference or benefit in using Tech Lounge vs the Service Portal? 
A: A Tech Lounge can provide immediate support for your needs vs. ordering/requesting something from the Service Portal. In the demo you saw the request for a mouse, which would have been fulfilled immediately vs. waiting if you had ordered through the Service Portal.

Q: Unified service portal sounds cool! Is there any additional information available? 
A: Yes, the docs site has additional information on Employee Service Delivery.

Q: What company does the speaker represent? 
A: Sanford Health

Q: Right now, employee requests are between 10 and 15% of what we track in SN. The rest is incoming customer requests. What changes in customer tracking, as well as information isolation does Orlando offer? 
A: Orlando carries forward the abilities of Performance Analytics. We need more specifics on what other items are being tracked other than the employee requests?

Q: When speaking of single unified interface for a user : HR, Finance and IT must be for him dealt with in one same Instance ServiceNow (all at the service of his entity/dept) but in large groups, there could be a global Snow instance IT (serving multi entities) and entities willing to have HR and Finance in addition. 
A: That is correct. The beauty of the platform is that all of the applications are on the same platform giving native abilities to unify the employee experience.

Q: When you are referring to the "Mobile" are you talking about the App or just the Mobile version of instances? 
A: When we are referring to Mobile,  we mean the Mobile apps that we have released and the Mobile Studio capabilities that are available in the customer instance.

Q: I am interested in the ITBM and how it can help us as a large ICT service provider better improve our products and services to our customers, especially when it comes to agile service delivery, better time to market for new products and services, quick adjustments to market changes and customer feedback, allowing customer access to monitor their subscribed products and services. 
A: Service Now’s IT Business Management can be an important component for organizations moving to a product based model. By leveraging ServiceNow’s agile functionality organizations can increase predictability and also reduce time to market. As with an agile transformation it is very important to increase the customer’s role in any feedback loop. Customer information can be visualized in ServiceNow’s Performance Analytics dashboards so that agile teams are focusing on the right information.

Q: Can you explain this a bit more. Is the user notified once the request item is ready to pick up and the user to walk up to Tech Lounge to pick it up? 
A: Correct.

Q: Is CSM meant for Service Desk Team, or Business Relationship Management team? 
A: Customer Service Management is intended for managing external service: to customers, clients, students, citizens, etc.

Q: Are approvals bypassed when a user goes to the Tech Lounge rather than the Service Portal, say, getting a mouse? 
A: Correct, the Tech Lounge would have items on hand that would be provided immediate vs. ordering from the Service Portal. The process can be customized by organization as well, but it is meant to provide immediate support.

Q: Will this functionality also be available when we use the ITSM pro version? Will there be a fulfiller mobile version like I see currently? 
A: Yes, it will be available.

Q: So is the Tech Lounge linked to Asset Management? If yes, then via a person or a bot? 
A: The Tech Lounge has its own stock room and inventory component, but it you have asset management it can leverage that information.

"Q: How does the list of tasks on the mobile handle lost connections? - Example when an engineer is in cellar working on something, sometimes there's no internet connection, but he needs to attach a photo to a task, enter some details or something else. Does it work?
A: The Mobile Agent has offline capabilities that support the use case. Here is a link for more detail: https://docs.servicenow.com/bundle/orlando-mobile/page/administer/tablet-mobile-ui/concept/mobile-of...
Note: The Mobile Agent is a different application than the Now Mobile. The Now Mobile application does not have offline capabilities, but is not intended for fulfiller/agent specific functions.

Q: Does Field Service Management integrates with ERP systems and which ones please? 
A: IntegrationHub has spokes available to various applications, the list will continue to grow in subsequent releases. IntegrationHub can absolutely be used to integrated Field Service with an ERP system.

Q: How could a customer use location for employees traveling to different sites to provide site specific content like parking availability, cafeterias, meeting rooms etc? 
A: There are few different ways to meet this use case. It could be dependent on data we have on the employee or using location services on the device. Would want to dig into the requirements and current setup to determine potential solutions.

Q: Does Service technology offers Claims management between customers and suppliers? 
A: CSM is offering Case Types and the Claims example as a way to create specific process flows and governance specific to your business' claim process. This helps where a process like a claim varies from the workflow for more general Case Management examples.

Q: Demo question: what PC mobile emulator have you found shows off the new features best? 
A: We capture most of these using an iPhone with a USB cable and QuickTime. No emulator used here.

Q: You do have to own the agile module correct? 
A: For the Scrum Program functionality shown by Pablo today, yes, you'll need the Agile module.

Q: Is DevOps a free module in Orlando? 
A: DevOps is a new product. Please contact your account representative for pricing information.

Q: Which DevOps tools are available via ServiceNow? 
A: ServiceNow DevOps connects has official support for ServiceNow Agile 2.0, Jira, Github, Bitbucket, Jenkens, and Azure DevOps. We also have capabilities that make connecting to other tools straightforward. More supported integrations are planned.

Q: Is it Sanford Health or Standford Health that is using ServiceNow for their HRIT solutions? 
A: Sanford Health.

Q: Is there AI / Machine Learning improvements in Orlando for Problem Management? Today, identify reoccurring issues is too manual. 
A: Yes, we added AI/ML capabilities for Problem Management. As an example, in our Agent Workspace, you can take advantage of Agent Assist capabilities to surface reoccurring, relevant or similar problems.

Q: Can ServiceNow be used for multi-tenet customer base? 
A: Yes, we offer a feature called Domain Separation. It has been very successful with our managed service providers.

Q: Is Field Service Management more like for Facilities/Building Maintenance? 
A: Field Service Management is geared towards dispatching mobile workforces to support customer issues.

Q: Mobile Intelligence responds to both typed and spoken questions? 
A: Yes, you can type or use your phone's speech-to-text capability.

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• Q&A from the Orlando release broadcast - KEYNOTE
• Q&A from the Orlando release broadcast - the Now Platform®
• Q&A from the Orlando release broadcast - IT Service Management (ITSM)
• Q&A from the Orlando release broadcast - Governance, Risk, and Compliance
• Q&A from the Orlando release broadcast - Customer Service Management
• Q&A from the Orlando release broadcast - Field Service Management