Madrid New Features

[Priya Shekar]

New Features – Madrid

In the Madrid release, ServiceNow offers a significant number of excellent new features to its customers and here is the list which i find helpful,

• ServiceNow Mobile Studio
• Document Viewer
• Coaching
• Antivirus Scanning
• Instance Security Centre
• CSM integration with ITSM

ServiceNow Mobile Studio

• ServiceNow Mobile Agent is available for both iOS or Android users.
• Users can perform complete project management tasks in ITSM modules.
• Users can securely configure the mobile app through ServiceNow Studio.
• Users can submit records even offline. All one must do is plan offline work items and download them.

Document Viewer

•  Avoids the pain of downloading documents every time we wish to read.
• This feature permits the user to open the documents within the Now Platform.

Coaching

• Coaching module comes with an innovative way to empower user skill capacities with an automated guided learning approach.
• User's capabilities and knowledge are assessed on a continuous basis and skill gaps are identified.
• Coaching module is integrated with the CIM, Skills Management & KM.
• This integration suggests respective knowledge articles based on the skill gaps or coaching opportunities.

Antivirus Scanning

• We are at risk of downloading/uploading a file with a virus which can damage our device.
• The “Antivirus Scanning” is by default automatically enabled
• During the download of files users will be informed through notifications if the file might be affected by a virus.
• The Antivirus activities log dashboard lists out the files that are affected, added to quarantine, and list of actions performed on infected files.

Instance Security Centre

• We can view the security compliance score for your instance and monitor its overall security health.
• Consolidates several key security components into a single control console that helps you detect, protect, and respond to instance-based security events.

CSM integration with ITSM

• This feature provides an integration between CSM & the Incident, Problem, Change, and Request Management applications.
• Agents can create incident, problem, change, and request records from open cases.
• Agents can associate existing incident, problem, change, and request records with cases or remove associated records from cases.
• Customers can submit requests from the Customer Service Portal. A case is created for each request.
• Updates to records associated with a case automatically update the case work notes.
• Updates to cases with associated records can be used for customer communication.
• Agents and managers can view cases with Service Management-related indicators on the Customer Service dashboards.

Thanks,

Priya

[Sanket Khabiya]

Thanks for this Information!!