Welcome to the Vancouver release of ITSM! We are super excited to bring you amazing innovations that will create value across your organization with simplified experiences and purposeful automation. As with every release, we make hundreds of updates across ITSM but today I’ll be highlighting some of the most impactful for you and your business.
Now Assist for ITSM
At ServiceNow we pride ourselves on not only innovating but adding new technology to our industry-leading platform that will make meaningful impacts for our customers. Now Assist for ITSM, our generative AI solution, embodies that sentiment and expands our already extensive AI functionality built into the Now Platform, driving higher productivity, massive efficiency gains, and faster time to value.
We see in modern organizations like yours, an exponential increase in the number of digital services you offer to keep pace with industry demands and employee expectations. With the increasing number of digital services is a large increase in the number of incidents – both from employees and customers using these services as well as the machines or infrastructure on which these services may be running. It’s pretty much impossible to scale people and manual processes to keep up with the increased incident volume - and this is where AI-powered automation can process these incidents as they come in, or maybe even proactively address issues before they need human attention.
Fundamentally with Generative AI, we are able to improve our ability to understand user intent, synthesize knowledge from the data on the Now Platform, and generate contextualized responses. We’re incorporating Generative AI at the platform level and applying it to use cases across IT from enhanced self-service search to incident summaries and resolution notes generation. Now Assist for ITSM provides context and streamlines work allowing IT staff to spend more time resolving complex issues.
Checkout our Generative AI page for more information
Process Mining
Process Mining, formerly known as Process Optimization, creates business process flows from the data in audit trails for quick, in-depth analysis of business processes. Armed with complete visibility into process flows, you gain the ability to instantly monitor and analyze performance, find conformance issues, and continually optimize and improve.
Along with a name change we’ve added a couple new ways to better identify and remedy process inefficiencies automatically so you can focus on making optimization suggestions a reality.
- The rule findings engine has been enhanced with automated findings to detect rework, additional steps, and bouncing records across the entire project. This allows every process stakeholder to start improving the process within a few minutes based on the most relevant improvement areas. Ultimately, this empowers non-process analyst users to take control of their process by detecting, analyzing, and improving their processes.
- We’ve enriched the Summary and Insights page with analytics capabilities to analyze the improvement opportunities on types, impacted KPI’s, and more. As more improvement opportunities are surfaced, users can easily navigate through and filter them according to their interest.
- Before you were unable to visualize and clearly identify the bottlenecks related to a given KPI. Now customers can leverage the integration with Success Dashboard to gain insight into the areas that are bottlenecked and not performing optimally. Improvement plans can now be specific to address the bottlenecked areas in a certain process.
For more information I highly encourage you to checkout Dan Grady’s Process Mining in Vancouver blog for a deeper look and demo. Please also see the release notes for more.
DevOps
ServiceNow’s DevOps applications in ITSM Professional and ITSM Enterprise connect the world of DevOps to the work you are already managing in ServiceNow to streamline and automate governance and compliance.
The DevOps connectivity now utilizes the same data model as the ServiceNow SecOps product. This simplifies the integration between ITSM Pro and DevOps Security tools (aka DevSecOps tools) and allows both our ITSM Pro DevOps and our SecOps capabilities to use the same integrations.
This new model creates a common data model for DevOps and SecOps within ServiceNow. This not only adds Veracode as a supported security tool in the DevOps Change process but will make it easier for the DevOps team to support other integrations that SecOps has like Fortify, as well as supporting new integrations that SecOps adds in the future. Customers can also use the model plus some documentation we will provide to use the model to add their own integrations with other security tools.
Please see the DevOps release notes for more information
Success Dashboard
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 the Vancouver release, we are giving you the ability to opt into anonymized benchmarking of your peers so you can compare KPIs, see trends, and gather key insights for improvements. This deeper insight into performance and potential improvements comes from the anonymous aggregation of top-performer metrics and KPIs. Filter amongst this group to find similar industry and company-size peers to see how you can improve.
See more in our release notes for Success Dashboard
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