Istanbul is finally here and it packs quite a bit of ITSM goodness. The Istanbul release for ITSM brings you Actionable Insights and Better Service Experiences so you can drive greater value from your ServiceNow implementation.
Here's a quick overview of the top ITSM features/enhancements in Istanbul
Change Advisory Board (CAB) Workbench:
Why we built this? Personnel involved in change management generally use two platforms — email client for scheduling and a conference platform for remote attendees. Wouldn't it be nice to have all of this be managed within a single platform?
Quick overview: With Istanbul, Change Managers can schedule, plan and manage CAB meetings — all within the ServiceNow platform. A rich, visual experience powered by the Service Portal technology makes change management easy and intuitive for Change Managers and the CAB members.
- The new feature lets you automatically invite the appropriate attendees based on the kind of change.
- Review and discuss change, view change calendar, assess risk and immediately approve the change from within the ServiceNow platform
- Easily track agenda items so you know which ones are complete vs. rejected vs. skipped.
- And something that all stakeholders will appreciate is that CAB Workbench notifies them to connect to CAB when their item is up for discussion.
Survey and Assessment
Why we built this? We wanted to make ServiceNow's survey and assessment better.
Quick overview: You get a more modern and responsive survey and assessment widget with Istanbul. There's support for new question types, ability to use images/icons/smileys and conditional questions. You can also run public surveys directly from the widget.
ServiceNow Benchmarks
In case you didn't know, you already have access to ServiceNow Benchmarks on the HI portal. Hundreds of customers are already taking advantage of the new offering.
Why we built it? To help customers drive continual service improvement.
Quick overview: ServiceNow Benchmarks is an exciting feature. Benchmarks is only the first step in getting you greater intelligence and insight (in future releases) for a more mature and efficient service desk. Built on the industry's best performing enterprise cloud, ServiceNow Benchmarks provides clear visibility into your IT service management key performance indicators (KPIs) and trends, giving you comparative insights relative to the industry averages of your peers. If you are already using Benchmarks, we'd love to know what you think. There's a "Feedback" button right within Benchmarks.
Other
There are plenty of other enhancements and improvements in Istanbul. Also of note is that Guided Setup (launched in Helsinki) has been improved on, in Istanbul. You can now delegate or assign configuration tasks, easily incorporate shared best practices and get detailed guidance on Update Sets.
As mentioned earlier, we'll have more blogs in the next few weeks with details on the features mentioned above. Please use the comments section below for any questions or comments.
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