Welcome to the Washington D.C. 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.
Digital Product Release
Digital Product Release (DPR) is our next-generation release management capability that enables you to streamline the process of delivering digital products by managing the process from planning to delivery.
Release management can be difficult to accomplish in a coordinated fashion across many teams with their own disparate processes and timelines. This presents release managers with a planning, governance, and visibility challenge to ensure their policies and rules are adhered to.
With DPR, release managers are given a release orchestrator that enables agile product teams to plan and deliver new versions of products consistently by connecting development to release. With visibility into each step of the release process and automation of validation and compliance policies, DPR is a complete end-to-end release solution.
To learn more about DPR, check out the release notes
Now Assist for IT Service Management
Released in Vancouver, Now Assist for IT Service Management brings together the power of generative AI to organize unstructured data with structured workflows and automation. Empower Enterprise IT leaders to dramatically improve agent productivity with dynamic assists at major pain points throughout the incident lifecycle. Deflect incidents before they reach agents and improve employee experiences with intelligent knowledge generation and context-aware virtual agents.
We continue to build on the capabilities of Now Assist for ITSM in each release and Washington is no different. The updates in Washington unlock the ability for customers to design and connect GenAI-powered use cases to Virtual Agent – for faster, better self-service. It also provides summarizations of previous chat interactions so that agents have a 360 view of customer issues to improve services. We also are delivering integration with Teams for our Microsoft customers to get consistent experiences.
Workforce Optimization
Workforce Optimization (WFO) develops high-performing service teams by optimizing schedules and work assignments, providing near real-time visibility into incoming work items, and providing the skills they need to succeed—all in one workspace.
What’s new in Washington D.C.:
- Peer-Peer recognition is one of the strongest reinforcements for a motivated workforce which enables managers to incentivize improving agent performance and skills through public recognition of achievements and expertise. Agents can realize and view rewards and recognitions on their digital profile page
- A new standardized & scalable way to create criteria for employee recommendations for work assignments. We’ve also simplified assigning work with calendar filters to find & identify work items based on ID, assignee, shift, location, and more.
Additional enhancements across IT Service Management
I’ve highlighted some key updates of the Washington release above, but this is far from representative of all the innovations we’ve added. Below is a quick snapshot of my favorite updates but I would encourage you to check out the release notes for more information on these updates and others.
- Service Operations Workspace
On-call Scheduling – Efficiently create, edit, and manage on-call schedules and escalation policies with a reimagined user experience - Process Mining
Project Builder – Accelerate your time to process improvement with a comprehensive guided setup for new and experienced process analysts - Knowledge Management
Recommended Actions – Reduce MTTR and provide agents with relevant knowledge content directly with Service Operations Workspace - Password Reset
Secure Configuration Assistant – Quantify the security of your password reset processes and review recommended actions if you are below a designated threshold
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