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Financial Services Operations

Connect your entire financial institution with one platform.

What's New in Latest Release

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FSO — Australia Q1’26 General Release Now Available
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FSO — Australia Q1’26 General Release Now Available

🚀 We're excited to anno...

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ServiceNow Exchange: Modernizing...
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ServiceNow Exchange: Modernizing...

04/22/2026

Abigail Lavadia
Zurich Release for Financial Services Operations
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Zurich Release for Financial Services Operations

Exciting news — the Zuri...

Brian Macallist
On Demand Webinar - Put AI to Work for Insurance
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On Demand Webinar - Put AI to Work for Insurance

Watch the webinar here -...

mmcdonnell
On Demand Webinar - CRM Navigator Series: Introducing AI Agents for Fina...
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On Demand Webinar - CRM Navigator Series: Introducing AI Agents for Fina...

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Live on ServiceNow: What’s New i...
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Live on ServiceNow: What’s New i...

10/21/2025

Lolita Honkpo
Now Assist Quick Start Guide
Article

Now Assist Quick Start Guide

Now Assist is the label given to experiences powered...

Eliza

Getting Started

Welcome Guide

Product Checklist

Quick Start

Video Shorts: FSO Banking

Recommended Training

FAQ

Now Assist for FSO

Overview concepts, best practices, first steps and reference information

Getting Started

Activate and configure Now Assist in your FSO environment, including skill setup, model selection, and rollout considerations.

Gen AI Skills, AI Agents and Agentic Workflows for FSO

Gen AI Skills, AI Agents and Agentic Workflows for FSO Skills, agentic workflows, AI agents, FSO-specific capabilities, and training resources.

Customer Self Service

Quickly Deliver intelligent responses and personalized solutions to your customers

Agent Productivity

Achieve your metrics while increasing case quality and customer satisfaction

Admin Efficiency

Turnkey solutions that accelerate your time to value and reduce your TCO

FSO Foundations

Core concepts, setup essentials, and fundamental workflows for Financial Services Operations

Introduction to FSO

Learn the core concepts, product architecture, and key terminology that underpin Financial Services Operations.

Customer Self Service

Portal configuration, self-service capabilities, and customer-facing experiences

Getting Started with FSO Self Service

Understand the self-service capabilities available in FSO and how to configure them for financial services customers.

Link Coming Soon

FS Portals

Deploy and configure financial services customer portals that give clients visibility into their cases, requests, and account activity.

Link Coming Soon

Banking and Wealth

Banking-specific data models, applications, and configuration guidance

Getting Started with Banking Service

Learn the foundational concepts, data models, and first steps for implementing banking service management in FSO.

Prepare Your Banking Data Model

Configure and extend the banking-specific data model to align with your institution's products, accounts, and customer relationships.

Banking Applications

Explore the out-of-the-box banking applications in FSO and how they support common retail and commercial banking service scenarios.

Creating Your Own Banking Applications

Extend the FSO platform with custom insurance applications tailored to your lines of business and compliance needs.

Link Coming Soon

Disputes Management

End-to-end dispute handling, compliance requirements, and implementation best practices

Process Flows and Workflows

Understand the end-to-end dispute lifecycle in FSO, including intake, investigation, resolution, and regulatory reporting workflows.

Link coming soon.

Insurance

Insurance-specific data models, applications, and configuration guidance

Insurance Applications

Explore FSO's out-of-the-box insurance applications and how they support policyholder servicing and claims workflows.

Connect at events

ServiceNow Exchange: Modernizing Financial Services Operations: Q...

Online 04/22/26

On Demand Events

On Demand Webinar - Put AI to Work for Insurance
blog

On Demand Webinar - Put AI to Work for Insurance

Watch the webinar here -...

mmcdonnell
Zurich Release for Financial Services Operations
blog

Zurich Release for Financial Services Operations

Exciting news — the Zuri...

Brian Macallist
Live on ServiceNow: What’s New i...
Event

Live on ServiceNow: What’s New i...

10/21/2025

Lolita Honkpo

Resources

What's New Blog

Zurich

What's New Blog

Release Notes

Entitlements

Store

Activity in FSO

Ask a Question

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Streamlining Case Intake in FSO Workspace with Record Producer Launch

As part of the Zurich release for FSO case management, we’re introducing a powerful enhancement that simplifies case intake for both consumers and agents: record producer launch directly from the FSO service selector. 里 What’s the Feature? If a ...

Article

Enable and configure the Financial Services Service Selector in FSO

Overview: The Service Selector in the Financial Services Workspace empowers agents to create the right case type or service request in seconds—reducing errors and accelerating time-to-resolution. Have your agents spend less time navigating forms and ...

Article

FSO Disputes Learning and Enablement Resources

Objective This guide provides an overview of the training courses, learning paths, delivery accreditations, implementation assets, and product documentation available for Financial Services Operations (FSO) Disputes on ServiceNow University, designe...

Article

Now Available - Agentic Contact Center for Banking

Introducing the FSO Agentic Contact Center for Banking The Agentic Contact Center for Banking brings AI directly into the agent's workspace — reducing handle time, surfacing the right context at the right moment, and keeping CSRs in control of...

blog

Leverage MID Server to Retrieve and Tokenize PAN

Objective Learn how to maintain PCI DSS compliance during dispute intake by using ServiceNow's MID Server to orchestrate PAN retrieval from core banking systems and tokenization through a third-party provider. This article provides an overview of the...

Article

What is the difference between currency & fx currency type fields in ServiceNow?

Question

Posting date time not populating in the transaction details

Hi All, My requirement is to populate posting date time in the transaction table.Posting date time should be mapped to CPD value.In CPD value comes from Financial transaction table so dot walked from that table to add it in the data resource.(attache...

Question

ServiceNow Exchange: Modernizing Financial Services Operations: Q1 Capabilities You Need to Know

In this webinar, we’ll spotlight the latest Q1 innovations for Financial Services Operations, including enhancements across customer servicing and operational efficiency. We’ll explore updates such as PCI tokenization, expanded data automation, an...

Event

FSO — Australia Q1’26 General Release Now Available

We're excited to announce the General Availability (GA) of Financial Services Operations (FSO) Australia Release Q1'26. The Financial Services Operations Q1 ’26 release is about making customer operations easier to run, safer by default, and ...

blog

Financial Services Operations (FSO) for Insurance: Application Overview

Financial Services Operations (FSO) for Insurance: Application Overview Objective This document provides a high-level overview of ServiceNow Financial Services Operations (FSO) insurance applications to help practitioners, implementers, and busin...

Article

Prepare Your Banking Data Model

Objective Understand how to prepare a banking data model for a Financial Services Operations (FSO) implementation. This article expands on foundational concepts introduced in Getting Started with Banking Service Management by exploring Customer Data ...

Article

Unlocking Efficiency : Transform Onboarding and KYC in Banking with ServiceNow FSO

Customer onboarding and KYC processes remain one of the most critical yet challenging operational areas for financial institutions. The roots of inefficiency lie deep within the bank's operational structure that rely on a fragmented ecosystem of silo...

Article

What Is Financial Services Operations (FSO)?

This article is your starting point for Financial Services Operations (FSO). It gives a quick overview of what FSO is, what it’s used for, and how it supports service operations across banking, insurance, and wealth. From here, you can jump into foun...

Article

Getting Started with Banking Service Management in Financial Services Operations

Objective Understand the value of Banking Service Management with Financial Services Operations and how the FSO data model helps banks clearly identify who they serve (customers, households, bankers), what financial products or services require suppo...

Article

Gen AI Skills, AI Agents & Agentic Workflows for FSO

Gen AI Skills, AI Agents & Agentic Workflows for FSO A note before you begin: FSO is built on top of CSM, so customers automatically inherit all Now Assist for CSM capabilities. This article focuses on FSO-specific considerations — for broader impl...

Article

Ask a Question

Unanswered questions

Subject

Author

Posted

Claim management for Title Companies

‎02-04-2025 01:51 PM

Looking for ServiceNow Opportunities in the Financ...

‎09-12-2024 09:04 AM

Individual Life servicing and Personal Line servic...

‎05-14-2024 06:16 AM

Hide a Embedded List

‎05-08-2024 07:15 AM

PROFLEXEN And Love Have 4 Things In Common

‎05-02-2024 10:21 AM

Connect at events

ServiceNow Exchange: Modernizing Financial Services Operations: Q...

Online 04/22/26

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Financial Services Operations

Hot Topics

FSO — Australia Q1’26 General Release Now Available

3lkholy

ServiceNow Exchange: Modernizing...

Abigail Lavadia

Zurich Release for Financial Services Operations

Brian Macallist

On Demand Webinar - Put AI to Work for Insurance

mmcdonnell

On Demand Webinar - CRM Navigator Series: Introducing AI Agents for Fina...

mmcdonnell

Live on ServiceNow: What’s New i...

Lolita Honkpo

Now Assist Quick Start Guide

Eliza

Getting Started

Welcome Guide

Product Checklist

Quick Start

Video Shorts: FSO Banking

Recommended Training

FAQ

Now Assist for FSO

Getting Started

Gen AI Skills, AI Agents and Agentic Workflows for FSO

Customer Self Service

Agent Productivity

Admin Efficiency

FSO Foundations

Introduction to FSO

Customer Self Service

Getting Started with FSO Self Service

FS Portals

Banking and Wealth

Getting Started with Banking Service

Prepare Your Banking Data Model

Banking Applications

Creating Your Own Banking Applications

Disputes Management

Process Flows and Workflows

Insurance

Insurance Applications

ServiceNow Exchange: Modernizing Financial Services Operations: Q...

On Demand Events

On Demand Webinar - Put AI to Work for Insurance

mmcdonnell

Zurich Release for Financial Services Operations

Brian Macallist

Live on ServiceNow: What’s New i...

Lolita Honkpo

Resources

What's New Blog

Release Notes

Entitlements

Store

Related Products

Customer Service Management

Industry Solutions

Now Assist & Generative AI

Workforce Optimization

Process Mining

Knowledge Management

Virtual Agent & NLU

ServiceNow Impact

ServiceNow Exchange: Modernizing Financial Services Operations: Q...

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