What’s new in IT Service Management for the San Diego release

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There is so much happening in the San Diego release. I am excited to share some of the updates with you. We continue to innovate and enhance in service of you, our customers. No matter where work happens in the post-Covid world, digital workflows drive productivity and great experience.

We are bringing you the Next Experience UI with San Diego. We think you’ll like how modern, slick and beautiful the Next Experience UI is.  

We are also bringing you a new application called Digital Portfolio Management; starting with the San Diego release, you will also be able to boost portfolio performance and make more informed budgetary decisions with the unified interface for services and applications in Digital Portfolio Management.  

And finally, we continue to put more automation into core processes by leveraging the power of AI that’s built into the Now Platform®.  

New: The Next Experience

First, let’s talk about the Next Experience. Our world-class design team has delivered this modern UI for our customers, and the preliminary feedback has been overwhelmingly positive. The Next Experience is part of the Now Platform and brings you a modernized look and feel and a unified navigation.  

Screenshot shows unified navigation on top, a modern look and feel, and components that can be configured by the organization 

It delivers a next generation, intuitive, personalized experience to drive productivity, improve engagement, and surface insights across the Now Platform. With the Next Experience you will be able to 

1. Drive workforce productivity 

Empower service delivery teams with targeted, purpose-built tools and information in a single pane. 

1. Deliver engaging experiences 

Simplify work for end-users with personalized, context-driven information and resources that reduce clicks. 

1. Work smarter and faster 

Reveal insights and deliver intuitive information based on historical information and context. 

1. Build and configure pages fast 

Empower users with low code or no code abilities to create and configure engaging experiences. 

New: Digital Portfolio Management 

(Available via ServiceNow Store) 

Now you can manage and maintain all your services, applications, and products from a single location using the ServiceNow® Digital Portfolio Management (DPM) application. Using DPM enables you to surface data from solutions you own as well as from solutions that you don't own but rely on from other ServiceNow products.


(Screenshot center shows business application performance, right margin shows issues that need attention)  

The Digital Portfolio Management (DPM) is built for Solution Owners who manage solutions such as services, service offerings, business applications, or other products. DPM enables Solution Owners to have a single view of the full life cycle to help them determine the overall health and performance of solutions that they own or those solutions that they rely on.  

The DPM application bridges the gap of different ServiceNow products so that you may see the health and progress of solutions that you own or don't own but you may rely on. For example, as a solution owner, you may need to see project data, road-mapping, or details of how other business applications are performing to see if they have an impact on solutions that you care about. 

Key enhancements

ServiceNow Virtual Agent  

The ServiceNow Virtual Agent gives customers best-in-class enterprise chatbot capabilities. ServiceNow provides pre-built conversations ready for your use. You can also take advantage of the white-glove service ServiceNow provides in deploying these conversations for you and keeping them up to date. ServiceNow continues to make significant investments in its conversational AI-platform.  

Screenshots shows admin console for ServiceNow Virtual Agent 

In the San Diego release, you get an admin console to manage chatbot configuration. This is a new interface to group and organize outcomes-oriented tasks to find, apply, and update Virtual Agent configurations. 

The ServiceNow Virtual agent will also recommend new topics from data sources such as Failed NLU utterances or live agent transcripts. This will enhance and expand chatbot capabilities.  

We continue to release ready-made topics via ServiceNow Store. To date, there are 65 topics ready for customers to use out of the box. Please check out the ServiceNow Store for the exact topics.   

Walk-Up Experience 

Walk-up experience gives employees an avenue to get immediate help from the IT service desk. But with the hybrid workforce, it may not be possible for employees to always be present in person.  

Therefore, we enhanced Walk-Up Experience to meet the needs of easier access in this hybrid work environment. 

Employees should be able to see all their active walkup appointments on the portal.​ They should be able to navigate to walkup-online check-in and appointment booking link from the portal.​ 

With hybrid work culture, where employees are working remotely, users should have a provision to get specialized help to get their issues resolved. User should have a provision to schedule a remote help session for a particular location, to which the agent would be helping out by interacting using MS Teams as the collaboration tool.  

Connecting with the requester to get more information and maintaining the context of the service request between incident and walk-up was manual and tedious. Now, employees can schedule walk-up appointments from existing incidents. 

Process Optimization Enhancements 

Process optimization is great at unhiding process inefficiencies and their location, but how do organizations identify root cause of undesired process behavior and identify opportunities for greater automation? 

Screenshots shows opportunities for automation within the Process Optimization capability 

Now, you can use Automated Root Cause Analysis to find hidden connections and influencing factors in process data and investigate why inefficiencies occur. You can identify which specific attributes (assignment group, category, CI items, Vendor) are causing the problem (e.g. long cycle time). After detecting a process problem you want to know why it happened. Diagnostic process analysis helps to find the answer by looking at the full process mining data available in the model. 

Identify automation opportunities easily. See automation opportunities at process level and vet the automation candidate for feasibility. See potential automation impact through a graphical chart at process level (pre and post analysis).   

Customers who do not have dedicated process experts in-house are struggling to find how compliant their processes are. Conformance checking may be used to detect, locate and explain deviations, and to measure the severity of these deviations. Customers can auto detect non-conformant activities and easily visualize severity and impact.  

Conclusion 

As with every release, there are hundreds of enhancements to ITSM in every release. When you upgrade to the San Diego release, you will drive more value with automation and optimization. You can leverage the power of AI to deliver greater automation in existing processes. And you will boost portfolio performance and make more informed budgetary decisions with a unified interface for services and applications. If you have questions or comments on these capabilities, feel free to comment below.  

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Join us for the The Now Platform San Diego event.

Mark your calendar for the Now Platform San Diego release broadcast  

Join us for the San Diego release broadcast —a global digital experience where we’ll be unveiling exciting, new innovations in the San Diego release across different markets.  

The broadcast digital event is April 6 and is part of the Knowledge Digital Experience. Your registration for this broadcast provides free access to all that the Digital Experience has to offer, including 200+ sessions beginning in May.

Make sure to watch the San Diego release introduction session with Dave Wright, chief innovation officer, as well as 21 sessions on demand, where we’ll highlight different ServiceNow^® products, innovations, demos, and the Now Platform. The times of the broadcasts are:

• AMS: April 6 at 9:00 am PT/12:00 pm ET,
• EMEA: 7 April at 8:00 am GMT/9:00 am CET
• APJ: 7 April at 9:00 am SGT /11:00 am AEST

Register now

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