Interspersed with our family releases, we continually update our key capabilities via the ServiceNow Store. Today I'd love to share a few of the latest innovations recently released and some other updates to ITSM capabilities.
Service Operations Workspace enhancements
Service Operations Workspace allows you to predict, prevent, and resolve incidents proactively from a single workspace with clear visibility into context before services impact users.
In this latest release, available in the ServiceNow Store, we've added functionality to help you more easily tackle routine incidents with remedial actions. Now incident responders will be prompted with relevant remedial playbooks in the context of incidents with metrics from investigations. Admins can also access an extensible framework to develop and customize remediation playbooks based on your use cases. This automates and simplifies the incident resolution process allowing your service desk to focus more on complex matters.
Find out more in our Service Operations Workspace release notes.
Success Dashboard enhancements
Success Dashboard provides insights to the leadership team and process owners so that they can measure the performance of service management at their organizations using the KPIs defined by ServiceNow.
In this latest release, we have several vital updates and quality-of-life enhancements to share:
- Gain deeper insight into your service portfolio with performance metrics for individual capabilities and processes.
- The setup process of Success Dashboard has been streamlined with a robust getting started experience
- A new dedicated cost savings metric has been added to better quantify the efficiency and ROI of your implementation
You can find more information in the release of notes of Success Dashboard at ServiceNow Product Docs.
ServiceNow & Microsoft Integration
Optimize Employee and Agent Experiences By Seamlessly Weaving Both Platform Experiences together
We also continually add functionality to our Microsoft integrations to various key ServiceNow capabilities.
Here are some of the benefits of integrating ServiceNow and Microsoft:
- Extraordinary Experiences: Allow your employees to access Employee Center via Teams to self-serve and be more productive while also being able to submit requests. Agents then can communicate directly with affected parties via Teams to ensure incidents are resolved quickly and efficiently.
- Increased productivity: Agents can also communicate with each other to more efficiently tackle complex issues with embedded Teams chat directly in Service Operations Workspace.
Learn more in our Product Docs or if you're ready to implement, this step-by-step blog on Community will be your guide.
Deprecations
As we continue to innovate, sometimes it's necessary to deprecate older capabilities that newer, more powerful solutions have replaced. Please follow the Utah Deprecations Product Docs page link for affected capabilities and mitigation steps.
