The Rome release is packed with enhancements that many customers have been asking for. I’m going to share with you a brief rundown of the key enhancements. Please check out the Rome Release Notes for the full set of what is new in the Rome Release.
However, first, I want to introduce you to the new Employee Center. Employee Center will be available alongside the Service Portal and customers have the choice to roll out either the Service Portal or Employee Center. We of course recommend that customers roll out Employee Center, a multi-department service portal that provides a connected, unified, and personalized interface for employees to request the services they need, find information, receive targeted communications and announcements, and get help across departments including IT, HR, Workplace Services, Legal, and Procurement. – Employee Center is the digital workspace for the hybrid workforce. As organizations navigate the new world of work, Employee Center is the digital workspace for the hybrid workforce. For more information, please visit servicenow.com and check out the ServiceNow Community page.
Once you’ve upgraded to Rome, you can install the latest Employee Center or Employee Center Professional app versions from the ServiceNow Store.
Key Enhancements
Here are some of the key enhancements coming in the Rome release.
Workforce Optimization
Workforce Optimization was introduced in the Quebec release. Managers manage and maintain the productivity of their team from a single location using this application. Managers can efficiently manage their team's skills and schedules, route work assignments to their team, and monitor their performance.
We have expanded the functionality to facilitate greater team performance.
- A manager can now create forecast parameters for better demand forecasting, while also making manual adjustments to the forecast as needed to improve accuracy.
- Customers requested that on-call schedules be displayed and created in the application to give managers and teams the ability to manage all schedules in one place. We have made that update in the Rome release
- Previously the Manager would have to create training assigned to agents based on active assessments. Now Workforce Optimization tracks learning content from internal and third-party systems, enabling mangers to assign the most appropriate training to the agents.
Process Optimization
Process Optimization was also introduced in the Quebec release. Process Optimization helps analysts and process owners quickly analyze and optimize their business processes using visual maps.
Customers didn’t just want a map that pointed to possible inefficiencies in their processes, they wanted analysis and actionable recommendations on how those bottlenecks should be overcome. We are bringing those enhancements as well as machine learning to accelerate this analysis.
- By expanding the focus from exploratory analysis to pre-built process summary and insights, we are making it easy for business users to define the next steps in process improvement.
- We know that users need to understand the patterns behind a group of unresolved tickets. By leveraging integrated ML (machine learning) clustering to investigate where and why the problem occurs, we are improving this approach
Vendor Manager Workspace
ServiceNow’s Vendor Manager Workspace enables you to monitor the performance of your company's vendors and manage all vendor-related information using the Vendor Manager Workspace.
We have made enhancements that will allow vendor managers to get an immediate overview of the suppliers they manage. We are also enabling vendor managers to quickly identify underperforming vendors and tally refunds due to failures in performance by the vendors.
- Vendor Managers are responsible for maintaining an awareness of the performance and capabilities of the vendors they oversee. We are therefore enriching the Landing Page for this application with metrics such as metric model input/output score, contracts and status, improvement initiatives, trends over time, comparison to other similar vendors, success indicators, Performance Score, vendor satisfaction, etc.
- Vendor managers can now use service credits to tally refunds due their organization due to failures in performance by the vendors they manage.
We're also excited to announce that, effective from the Rome release, the ServiceNow DevOps Standard product (DevOps Change/Core, DevOps Insights, and DevOps Integrations) is being repackaged into ITSM Pro and ITSM Enterprise as additional capabilities at no additional cost. If you have ITSM Pro or ITSM Enterprise and would like to find out more about these new entitlements please talk to your ServiceNow representative
As with every release, there are so many enhancements in ITSM and we highlight just a couple for you in this release blog. Please be sure to check out the release notes and do post below or reach out to your account rep in case of questions.
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Join us for the The Now Platform Rome event.
Mark your calendar for the Now at Work, Now Platform Rome release broadcast
Join us at Now at Work 2021 to learn more about what’s new in the Rome release. You won’t want to miss the Rome release highlights in a keynote session with Dave Wright, chief innovation officer as well as 20 sessions on demand, where we’ll highlight different ServiceNow® products, innovations, the Now Platform, and best practices for upgrading to the Rome release. Register today based on your region:
AMS: https://www.servicenow.com/ams/en/now-at-work.html
EMEA: https://www.servicenow.com/emea/en/now-at-work.html
AP: https://www.servicenow.com/apj/en/now-at-work.html
Japan: https://www.servicenow.com/apj/ja/now-at-work.html
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