Welcome to the Utah 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.
Service Operations Workspace enhancements
Released last year, Service Operations Workspace solves problems common to most organizations around the world. IT Services and operations teams need to work closely together in order to deliver the best technology experience for their customers and employees. The legacy model of operating across different systems and data required a lot of conference calls, emails, etc. resulting in lost productivity for both end users and agents.
Service Operations Workspace uses a single destination to manage incidents, problems, changes, alerts, logs, and more, providing clear, targeted information to resolve service outages and disruptions. We're super excited to continue innovating on this capability in Utah with several enhancements to incorporate change management workflows directly in the workspace. Quickly review change records and associated tasks via dynamic pages based on the current state of the change record. Beyond modernizing the change experience, we’ve also embedded a deep integration with Microsoft Endpoint Manager to surface contextual data like metrics & CI information, installed applications, and asset utilization to help agents during an investigation as opposed to tracking this information down from other sources.
See the Utah release notes and learn more about this capability on our Product Documentation site.
Workforce Optimization enhancements
Workforce Optimization lets you optimize schedules, time-off requests, and learning paths for your service teams with an intuitive omnichannel interface to maximize your teams’ performance, all in real-time. Ensure you always Have the right staff on hand so managers can not only focus on better work-life balance but also on sharpening and upskilling their teams with integrated coaching and training.
In Utah, we are empowering agents to better guide their growth so that they can obtain the skills needed to succeed in their role and hone others they are interested in. Giving agents more agency (no pun intended) in their learning paths increases their engagement, happiness, and motivation translating to better customer and employee experiences. We are also really excited to introduce tailored training recommendations via machine learning analyses on an agent's past work to better resource and prepare a team for future requests coming their way. Learn more via the release notes.
Digital Portfolio Management enhancements
Digital Portfolio Management gives customers a unified workspace that allows owners to holistically view and collectively manage their services and applications through the full lifecycle.
Solution owners need visibility into the performance of work being done and where time is being spent but this has required flipping between multiple capabilities to achieve a full picture. In Utah were building on the accelerate metrics we added in Tokyo with new flow metrics like planned to deploy flow time, work item cycle times, distribution of bugs & stories, as well as showing work in progress so that owners can make better, more informed business-critical decisions.
We have also made a number of quality-of-life enhancements including a simplified user experience and redesigned interface and speeding implementation times by adding the most popular KPI groups which can be easily mapped to your portfolio.
See the release notes to learn more about our DevOps integration and quality-of-life enhancements on our Product Documentation site
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.
This has, until now, been used to measure the implementation success of ITSM-specific metrics with an emphasis on Virtual Agent and live agent interactions. Realizing the intense value of this capability, in Utah, we are expanding Success Dashboard to much more of your ServiceNow product portfolio including HRSD, LSD, and WSD all still via a single dashboard. Gain deep, contextualized visibility into the success of these products by measuring chosen KPIs and then benchmarking performance against anonymized peers in your industry that have opted-in and are using Success Dashboard. To better maximize the value of learnings from Success Dashboard we’ve also integrated Automation Discovery which will automatically identify areas of improvement and provide a path to implementation ultimately leading to more value realization of your ServiceNow investment. See more in our release notes for Success Dashboard
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