As a customer of ServiceNow, you want to realize value fast. And in the Tokyo release, we are demonstrating our commitment to doing that for you. As with every release, there are hundreds of updates we make to the ITSM capabilities. You will find all those details in the Tokyo Release Notes. What I will share with you here are the key updates that will accelerate your value realization and will enhance your IT experiences in ServiceNow.
I will tell you about the following capabilities
1) ITSM Pro+
2) Admin Center and
3) Service Operations Workspace
ITSM Pro+
I am genuinely excited about this offering. This is a new package we are offering for our customers who like end-to-end white glove service in deploying the ServiceNow Virtual Agent. ServiceNow experts will take care of all your Virtual Agent strategy and implementation needs end-to-end.
This white glove service is called Virtual Agent Optimize and is packaged along with the ITSM Pro capabilities – hence the name ITSM Pro+. When you get ITSM Pro+, the ServiceNow experts will implement, manage and enhance your services so you can realize value fast with the ServiceNow Virtual Agent. You will be able to leverage our leading best practices for better business outcomes.
What is included in ITSM Pro+ you ask? You will get all the goodness of ITSM Pro capabilities (such as machine learning, analytics, dynamic translation and many other capabilities), but you will also have ServiceNow experts delivering the full suite of services for your Virtual Agent. This will help you increase automation opportunities and deliver an AI-powered employee experience. Want to know more about ServiceNow Virtual Agent? Check out the webpage on ServiceNow.com or go to ServiceNow Docs for the technical details.
Admin Center
Admin Center is a new capability that gives a single destination for you (especially Platform Owners and Adminis) to better understand and adopt ITSM capabilities. So many of our customers have purchased the full suite of ITSM capabilities and even upgraded to ITSM Professional. This upgrade gives you full access to the built-in capabilities such as machine learning, chatbots, analytics and a lot more so you can deliver not just IT services, but amazing experiences. What we realized is that organizations need an easy way to discover what capabilities they are entitled to. And a little bit of built-in prescriptive guidance on which capabilities help them drive specific business outcomes would not hurt either 😊
The new Admin Center empowers admins with a consistent and unified experience for product adoption. The Admin center provides application recommendations to help organizations drive their desired outcomes. It takes into account your instance maturity and gives you appropriate prescriptive and guided paths that allow you to setup those capabilities. Using Admin Center, you will now be able to
- Discover - Business outcome-based discovery of ITSM products and features.
- Install and Configure - Simplify and automate installation of plugins (including Store) based on journey paths selected. Navigate to the right destination for additional configuration of products features (such as Virtual Agent, Natural Language Understanding, Dynamic Translation etc.)​​
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Learn more about the Admin Center on our Product Documentation site.
 
Service Operations Workspace
This capability was released earlier this year on the ServiceNow Store and we are happy to see rapid adoption of this capability.
Service Operations Workspace solves a problem that is common to most organizations around the world. IT Services and operations teams need to work closely together in order to deliver the best technology experience for their customers and employees. The old way of operating in different systems, seeing different data required a lot of conference calls, emails, etc. The end result was often lost productivity for end users, agents and operations due to long delays to diagnose and remediate incidents
The Service Operations Workspace uses a single destination to manage incidents, problems, changes, alerts, logs (and more) and provides clear, targeted information to resolve service outages and disruptions.  And with enhancements to setup and onboarding, you will be more quickly able to realize the benefits of this workspace. See the release notes and learn more about this capability on our Product Documentation site
Got questions or comments on anything related to ITSM?
