SD performance analytics notes

[VaranAwesomenow]

Keypoints

*********

he rollback window is 10 days by default. You can customize this window by modifying the glide.rollback.expiration_days property. 

ServiceNow can restore an instance to any point in time, regardless of when a backup is completed. Customer Service and Support provides support 24 hours a day, 7 days a week for assistance with critical post-upgrade issues.

Links to infocards

*******************

https://downloads.docs.servicenow.com/resource/enus/infocard/infocard-itom.pdf

Browser requirements

********************

ATF : Automated Test Framework supports running tests only from desktop browsers. You can't run tests or test suites from tablets, mobile browsers, or the mobile UI. Some desktop browsers require additional configuration.

ServiceNow workspaces do not support Microsoft Internet Explorer or Microsoft Edge

Natural Language Understanding -> For optimal performance on the Now Platform, use the NLU Workbench in Google Chrome, Apple Safari, Mozilla Firefox, or Microsoft Edge. The NLU Workbench isn't supported in Microsoft Internet Explorer.

Policy and Compliance Management -> Policy and Compliance Management requires the latest public release of the browser, and two previous release versions of the following browsers: Chrome, Firefox and Firefox ESR, and Microsoft Edge Chromium Safari 12.0 and later versions

Robotic Process Automation (RPA) Hub -> ServiceNow workspaces do not support mobile devices. ServiceNow workspaces do not support Internet Explorer or Microsoft Edge. Instead, use Microsoft Edge - Chromium or one of the other supported browsers listed in Browser support.

UI Builder -> Internet Explorer is not supported.

Virtual Agent -> Virtual Agent supports various browsers, including Internet Explorer 11 and Microsoft Edge. However, custom controls are not supported on Internet Explorer 11. For details on other supported browsers, see Browser support.

Walk-up Experience -> You can access Walk-up Experience through the ServiceNow® Workspace. ServiceNow workspaces do not support mobile devices.

If you are on New York or an earlier release and using Internet Explorer 11 or Microsoft Edge with any workspace, such as ServiceNow CSM Agent Workspace or ServiceNow Vendor Manager Workspace, then you must first migrate to a newer browser. After you upgrade to a new browser, you can upgrade to at least the Orlando release.

Workspace -> Workspace does not support mobile devices, and, starting with the Orlando release, Internet Explorer, or Microsoft Edge are not supported. Instead, use Microsoft Edge-Chromium

Accessibility information for all San Diego features and products

*****************************************************************

WCAG compliance

Assessments and Surveys -> WCAG 2.1

Knowledge Management ->  (WCAG) 2.0

Mobile -> text-label typography

Natural Language Understanding -> WCAG compliant

Next Experience UI : 

Select accessibility preferences in the user preference menu

Show date and time formats on forms.

Replace colors with patterns in charts and graphs.

Enable special keyboard shortcuts.

Enable data table for charts and graphs.

Reduce the motion of animations.

Enable keyboard navigation in classic lists and form fields when Next Experience is enabled.

Service Catalog : 

A new tab icon has been added in the tooltip for catalog item names that are truncated because of longer text size in the SC Category Page widget in Service Portal.

Product localization information in San Diego

*********************************************

AI Search : AI Search supports international languages.

Core Now Platform : 

Select translations from the following tables for the new locale based on the user language preference.

Translated Name / Field [sys_translated]

Message [sys_ui_message]

Fieldlabel [sys_documentation]

Choice [sys_choice]

TranslatedText [sys_translated_text]

Knowledge Management :

Beginning with the San Diego release, you can request ServiceNow personnel to customize your Languages [sys_language] table. You can create translations of knowledge articles into any combination of language and region configured in the table. These combinations must be in compliance with the Internet Engineering Task Force (IETF) BCP-47 standard. 

Localization Framework : 

If you are using the Rome release and you are using any custom artifact configurations, then upgrade your artifact configuration records to use Processor Script contract instead of the legacy Read and Save script contract.

Natural Language Query : 

NLQ is available in English, Spanish, French, German, and Japanese.

Natural Language Understanding :

The NLU Workbench user interface supports localization.

Password Reset :

A new feature that supports customized process and verification names for end users also supports customized names, which apply in any geographical location

Service Catalog :

You can translate a catalog item into multiple languages using various translation methods. For more information, see Localization Framework.

Virtual Agent :

The Localization Framework is integrated in Virtual Agent Designer.

Changes to plugins in the San Diego release

******************************************

Plugin Status Description Details

Advanced Work Assignment for CSM

[com.sn_csm.awa]

Maintenance mode only.Activating Customer Service (com.sn_customerservice) plugin will activate this plugin.

Agent Intelligence

[com.glide.platform_ml]

Renamed to Predictive Intelligence in New York.Predictive Intelligence enables the creation of machine learning solutions using data in your instance. The plugin provides various capabilities and solution types for training the system to predict, recommend, and drive data outcomes. A trained solution can be invoked by any application through the use of a prediction API.

Agent Intelligence Reports

[com.glide.platform_ml_pa]

Renamed to Predictive Intelligence Reports in New York.The Predictive Intelligence Reports Plugin provides dashboards and reporting for ongoing performances of machine learning solutions that are created under Predictive Intelligence.

Agile Development 1.0

[com.snc.sdlc.scrum.pp]

Deprecated in Paris. Agile Development 1.0 helps you manage and track software development life-cycles through an iterative, incremental, and flexible approach. This plugin (com.snc.sdlc.scrum.pp) is no longer available for activation. For enhanced agile capabilities, you can activate the Agile Development 2.0 plugin (com.snc.sdlc.agile.2.0).

Amazon Web Services

[com.snc.aws]

Deprecated and non-supported. Provided Integration with Amazon Web Services - CloudFormation, EC2 Replaced by Cloud API [com.snc.cloud.api].

Chef Activities

[com.snc.orchestration.activities.chef]

Deprecated in the Now Platform New York release.Uses workflow technology to utilize activities that work with Opscode's Chef product.

Cisco Webex Meetings Spoke

[com.sn.webex_meetings.spoke]

Deprecated in OrlandoThe Cisco Webex Meetings Spoke for IntegrationHub provides actions that a Process Analyst can use when designing flows. The actions allow them to automate Webex.

Cloud Provisioning and Governance

[com.snc.cloud.mgmt]

Plugin requires a separate subscription. Renamed in Rome Cloud Provisioning and Governance - Integration with AWS, Azure, VMware OOB and extensible to add support for new clouds. Renamed to Cloud Provisioning and Governance plugin from Cloud Management plugin.

Cloud Provisioning and Governance Core

[com.snc.cloud.core]

Renamed in Rome Cloud Provisioning and Governance Core - Discovery and Resource Blocks. Renamed to Cloud Provisioning and Governance Core plugin from Cloud Management Core plugin.

Cloud Provisioning and Governance - Terraform Connector for IBM CloudPlanned for deprecation in the U release.

Cloud Management v1 (CMPv1)

[com.snc.runbook_automation.vmware], [com.snc.aws], [com.sn.azure]

Deprecated in Paris. Transition to Cloud Management v2. Cloud API Framework ( com.snc.cloud.api), Cloud Management Core (com.snc.cloud.core), Cloud Management (com.snc.config.mgmt)

CMDB: IT Fundamentals

[com.sn_apphealth]

Planned for deprecation in the T release. Transition to CMDB Data Workspace/Insights and Data Foundation Dashboard (to be released on ServiceNow Store in September 2021).

CMS User Interface - Service Management Core

[com.snc.service_management.core.cms]

Maintenance mode only.All Content Management System items (blocks, pages, and menus) used to reference core IT self-service applications are packaged in this plugin. It is also the core foundation for all Service Management applications.

Coaching Loops

[com.snc.coaching_loops]

Deprecated in Quebec.

For enhanced capabilities, transition to the new Coaching application (com.sn_coaching).

Collaboration Services

[sn_tcm_collab_hook]

Starting with the Paris release, the Collaboration Services for Task Communications Management plugin is renamed as Collaboration Services.Provides the ability to communicate over Slack.

Configuration Management For Scoped Apps (CMDB)

[com.snc.cmdb.scoped]

Active by default in Rome .Enables scoped apps access to Identification Engine APIs.

Connect Support

[com.glide.connect.support]

Maintenance mode only.

Builds on the Connect messaging platform and enables support agents to provide real-time assistance to end users, using queues.

Content Management

[com.glide.cms]

Maintenance mode only.

Content Management Extended Types

[com.glide.cms.types]

Maintenance mode only. An extension to Content Management that adds iFrames and Flash frames.

You must request the Content Management System (CMS) application from ServiceNow personnel. Instead of activating CMS, use Service Portal for new development. Service Portal is an alternative to CMS with a refined user experience, and is active by default in the base system. See Service Portal and Content Management and Service Portal.

Content Management IFrame Type

[com.glide.cms.type.iframe]

Maintenance mode only.

Content Management Flash Type

[com.glide.cms.type.flash]

Maintenance mode only.

CSM Account Hierarchy

[com.snc.sn_csm_account_hierarchy]

Maintenance mode only.

CSM Lookup and Verify

[com.snc.sn_csm_lookup_verify]

Maintenance mode only.

CSM Workspace

[com.snc.agent_workspace.csm]

Maintenance mode only.

CSM Workspace - Components

[com.csm_workspace_components]

Maintenance mode only.

Document Viewer

[com.snc.documentviewer]

Enables you to view documents directly within the platform rather than downloading them to their own file system.

Embedded Help

[com.glide.embedded_help]

Embedded help is only available in UI16. It is not compatible with UI15.

Employee Document Management

[com.sn_employee_document_management]

Changed in Orlando.Enables you to manage large numbers of employee documents efficiently. Provides storage space and a filing system that allows you to easily retrieve documents, as well as define who can view sensitive documents, and when to purge documents.

Note: To use Employee Document Management, the Human Resources Scoped App: Core plugin must be licensed and activated.

Employee Service Center

[com.sn_hr_service_portal]

Changed in Orlando.Activates a portal framework that allows administrators to build a mobile-friendly self service experience for users. Activation of this plugin on production instances may require a separate license. Contact ServiceNow for details.

Warning: Be sure that you do not have plugin Human Resources Application: Core activated. This plugin is a new HR application that duplicates some functionality in Human Resources Application: Core. If you have any questions about this plugin, contact your ServiceNow account manager.

Enterprise Release Management

[com.snc.enterprise_release_management]

Deprecated in Quebec.

Enables you to efficiently plan and manage enterprise releases, product releases, and deployment process. For enhanced capabilities, you can transition to Release Management (com.snc.release_management_v2).

ESS Portal (implemented within Content Management)

[com.glide.cms.extensions]

Maintenance mode only.ESS portal content management application. Demo data includes the actual ESS portal. You must request the Content Management System (CMS) application from ServiceNow personnel. Instead of activating CMS, use Service Portal for new development. Service Portal is an alternative to CMS with a refined user experience, and is active by default in the base system. See Service Portal and Content Management and Service Portal.

Event Management Connector

[com.sn_em_connector]

Facilities Move Management

[com.snc.facilities_service_automation.move]

Maintenance mode only.

Planned for deprecation in March 2025 or subscription term end.

Enables single user move functionality as well as Enterprise Move and move planning functionality. Transition to Workplace Service Delivery.

Facilities Service Management

[com.snc.facilities_service_automation]

Planned for deprecation in March 2025 or last subscription term end. Manages facilities requests and enables users to report and track requests by their location. To view requests on a floor plan, the Facilities Visualization Workbench (com.snc.facilities_service_automation.fvw) plugin is required.

Integration files installed when Facilities Visualization Workbench (com.snc.facilities_service_automation.fvw) is also installed.

Activation of this plugin on production instances may require a separate license. Contact ServiceNow for details. Transition to Workplace Service Delivery.

Facilities Service Management CMS Portal

[com.snc.facilities_service_automation.cms]

Maintenance mode only.

Facilities Service Management Mobile

[com.snc.facilities_service_automation_m]

Maintenance mode only.Manages facilities service management mobile components.

Facilities Service Management Floor Plan Viewer

[com.snc.facilities_service_automation.fpv]

Deprecated.Provided a floor plan view as part of Facilities Service Management. The floor plan view has been replaced by interactive facility maps.

Facilities Visualization Workbench

[com.snc.facilities_service_automation.fvw]

Planned for deprecation in March 2025 or subscription term end. Enables the interactive floor plan functionality. Transition to Workplace Service Delivery.

Field Service Management CMS Portal

[com.snc.work_management.cms]

Maintenance mode only.Lets you launch Field Service Automation and other service management applications from a single CMS page.

Finance Service Management

[com.snc.finance_service_automation]

Planned for deprecation in February 2023 or last subscription term end.Lets you launch Finance Service Automation and other service management applications. Activation of this plugin on production instances may require a separate license. Contact ServiceNow for details.

Finance Service Management CMS Portal

[com.snc.finance_service_automation.cms]

Deprecated in OrlandoLets you launch Finance Service Automation and other service management applications from a single CMS page. Activation of this plugin on production instances may require a separate license. Contact ServiceNow for details.

GRC: GDPR DPIA Accelerator

[com.sn_irm_gdpr_dpia]

Planned for deprecation in the T release. Migrate to the successor technology called Privacy Management.

GRC: NIST RMF Use Case Accelerator

[app-irm-nist-rmf]

Deprecated in San Diego . This will be replaced by GRC: Continuous Authorization and Monitoring.

GRC: RiskLens Integration

[com.sn_irm_risklens]

Deprecated in November 2020. Migrate to RiskLens ™ Assessment Integration on the ServiceNow Store.

Help The Help Desk

[com.snc.help_the_help_desk]

Deprecated in Quebec. Replaced by Agent Client Collector.

Homepages Changed in San Diego. An action is provided to migrate homepages to dashboards on demand from the sys_portal_page list.

HR Workday Integration 

[com.sn_hr_wday]

Deprecated and non-supported.

Human Resources Application: Core CMS

[com.snc.hr.core.cms]

Maintenance mode only.Provides case and knowledge management for HR. Standardizes the documentation, interaction, and fulfillment of employee inquires and requests while having visibility into the quantity and type of cases coming in.

Human Resources Scoped App: Lifecycle Events

[com.sn_hr_lifecycle_events]

Changed in Orlando.Activates the Enterprise Onboarding and Transitions module. Combined with other licensed applications, provides a full-service, employee journeys experience such as onboarding or parental leave of absence for employees and those managing the process.

Human Resources Scoped App: NLU Model

[com.sn_hr_nlu_model]

Changed in Rome . Activates the NLU model used by HR Virtual Agent to identify conversation topics. It provides NLU models in German, French, Spanish, and Japanese languages in addition to the English language NLU model. Renamed to HR Service Delivery NLU Model for Virtual Agent Conversations (sn_hr_nlu). This plugin is available on the ServiceNow Store.

Human Resources Scoped App: Virtual Agent Conversations

[com.sn_hr_virtual_agent]

Changed in Orlando.Activates a conversational bot platform for providing user assistance through conversations within a messaging interface for HR.

Note: To use Virtual Agent for HR, the Human Resources Scoped App: Core and the Glide Virtual Agent plugins must be licensed and activated.

IBM QRadar on IBM E-force Exchange Deprecated in October 2020. Replaced by IBM QRadar Offense Ingestion for Security Operations on the ServiceNow Store.

Incident Alert Management

[com.snc.iam]

Changed in Madrid.Renamed to Incident Communication Management.

Integration - OpenID SSO

[com.snc.integration.sso.openid]

Planned for deprecation the U release. Legacy version of single sign-on used with an external OpenID Provider (OP). OpenID Connect is provided in London but is limited to Web Services. Transition to “Integration - Multiple Provider Single Sign-On Installer” plugin (com.snc.integration.sso.multi.installer) and configure IDP to use OIDC based SSO feature.

Investment Funding

[com.snc.investment_planning], [com.snc.investment_planning_pmo]

Planned for deprecation in the T release. Enables continuous and flexible investment funding for the funding entities based on their priorities and strategic objectives. It provides the options of top-down and bottom-up funding and defunding an entity. Activate Investment Funding on the ServiceNow Store (to be released on Store in September 2021).

iText5 PDF generator

[com.snc.pdf_generator]

Planned for deprecation in the T release. Tool to generate PDF documents. This will be replaced by iText7 PDF generator.

ITSM Mobile

[com.sn_itsm_mobile]

Deprecated in San Diego. ITSM Mobile Experience Migrate to ITSM Mobile Agent on the ServiceNow Store.

ITSM Pro - Service Owner Workspace

[com.spm_owner_workspace]

Planned for deprecation in a future release. Provides a premium Service Portfolio Management experience. Portfolio managers and service owners access an integrated and graphically intuitive user interface to manage and monitor portfolios and services. Migrate to Digital Portfolio Management on the ServiceNow Store.

Knowledge Management V2

[com.glideapp.knowledge2]

Deprecated in Orlando.Activate this plugin to enable support for Knowledge articles.

Legacy Notify

[com.snc.notifynow]

Deprecated in the Now Platform New York release. Enables bi-directional notifications over SMS, voice, and conference bridges. Replaced by Notify [com.snc.notify].

For more information about the changes that happen automatically when migrating to Notify from Legacy Notify, see Migrating from Legacy Notify.

Legal Service Management

[com.snc.legal_service_automation]

Planned for deprecation in February 2023 or last subscription term end.Lets you launch Legal Service Automation and other service management applications. Activation of this plugin on production instances may require a separate license. Contact ServiceNow for details.

Legal Service Management CMS Portal

[com.snc.legal_service_automation.cms]

Deprecated in OrlandoLets you launch Legal Service Automation and other service management applications from a single CMS page. Activation of this plugin on production instances may require a separate license. Contact ServiceNow for details.

Legacy Survey

[com.snc.bestpractice.task_survey], [com.glideapp.survey], [com.snc.assessment], [com.glideapp.survey_wizard]

Deprecated in Rome .

Link Generator

[com.snc.linkgenerator]

Changed in Orlando.Activates the Link Generator that allows you to create deep links on an HR form to access information outside the application. You can generate URLs to manage content, knowledge articles, and catalogs or access social media or fulfillment requests.

List v3 components

[com.glide.ui.list_v3_components]

No longer available for deployments. Contact Customer Service and Support for assistance.List v3 Components (including REST endpoints, directives, and templates)

Lookup and Verify

[com.snc.sn_lookup_and_verify_config]

Maintenance mode only.

MaestroRS

[app-irm-bcm]

Planned for deprecation in March 2024 or last subscription term end. Activate the four Business Continuity Management replacement applications on the ServiceNow Store;

GRC: Business Continuity Management – Core

GRC: Business Continuity Planning

GRC: Business Impact Analysis

GRC: Business Continuity Management – Components

Marketing Service Management

[com.snc.marketing_service_automation]

Planned for deprecation in February 2023 or last subscription term end.Lets you launch Marketing Service Automation and other service management applications. Activation of this plugin on production instances may require a separate license. Contact ServiceNow for details.

Marketing Service Management CMS Portal

[com.snc.marketing_service_automation.cms]

Deprecated in OrlandoLets you launch Marketing Service Automation and other service management applications from a single CMS page. Activation of this plugin on production instances may require a separate license. Contact ServiceNow for details.

MID Server support for integrations using TLS 1.1 and below versions Planned for deprecation in the U release. Use TLS 1.2 or above version for integrations with the MID server.

Mobile Analytics

[com.glide.mobile.analytics]

Replaced as the core plugin by the User Experience Analytics plugin

The User Experience Analytics [com.glide.appsee] is the core plugin for San Diego. In new and upgraded instances, this plugin checks for new web and mobile applications to register, and provides access to the Dashboard​.

The Mobile Analytics [com.glide.mobile.analytics] plugin contains the scheduled jobs and business rules to automatically register mobile apps, but uses the APIs and tables from the com.glide.appsee plugin.

Replaced by User Experience Analytics [com.glide.appsee] as the core plugin.

Mobile Classic Planned for deprecation in the T release. User interface for mobile devices running iOS 6+ or Android 4+ with the Chrome browser. Migrate to ServiceNow Mobile. For guidance on migration, see Migration Guide.

Modules IT

[com.snc.pa.hr_core], [com.snc.pa.hr.context_sensitive_analytics], [com.snc.hr.pa]

Deprecated in the Now Platform New York release.

Notify Twilio Driver

[com.snc.notify.twilio]

Deprecated in the Now Platform Paris release. Provides Notify support for Twilio. Requires a separate contract with Twilio for SMS/Voice capabilities. Migrate to Notify-Twilio Direct driver (com.snc.notify.twilio_direct).

Onboarding Mobile

[com.sn_hr_onboarding]

Deprecated in San Diego. Migrate to the HR Mobile plugin on the NOW Mobile application.

Operator Workspace

[com.itom-noc-app]

Content for Operator Workspace. New Dashboard page for the Operator role on the Agent Workspace page.

Performance Analytics - Content Pack - Human Resources Employee Document Management Scoped App

[com.sn_hr_employee_files_pa]

Changed in Orlando.Provides Performance Analytics reports and dashboards for Employee Document Management.

Performance Analytics - Content Pack - Human Resources Lifecycle Events Scoped App

[com.sn_hr_lifecycle_pa]

Changed in Orlando.Enables you to define and track key performance indicators (KPIs) for Enterprise Onboarding and Transitions and show these in scorecards and dashboards. Activation of this plugin on production will require a PA Premium license. Contact ServiceNow for details.

Performance Analytics - Content Pack - Human Resources Scoped App

[com.sn_hr_pa]

Changed in Orlando.Enables you to define and track key performance indicators (KPIs) for HR and show these in scorecards and dashboards. Activation of this plugin on production will require a PA Premium license. Contact ServiceNow for details.

Predictive Intelligence Reports

[com.glide.platform_ml_pa]

New name for Agent Intelligence Reports in New York.

Puppet Activities

[com.snc.orchestration.activities.puppet]

Deprecated in New York.

Recorded Future Integration for Security Operations

[com.snc.threat.recordedfuture]

Planned for deprecation in the T release. Migrate to Recorded Future for Security Incident Response and Threat Intelligence on the ServiceNow Store.

Risk Vendor Portal

[com.snc.vendor_portal]

Planned for deprecation in the Now Platform Rome release. Upgrade to GRC Vendor Risk Management v10.0.2 and the new Vendor Assessment Portal will automatically be loaded.

Salesforce Spoke v1 for IntegrationHub

[com.sn.salesforce.spoke]

Deprecated in San Diego. Migrate to Salesforce Spoke for Integration Hub v1.2 (com.sn.sforce.v2.spoke).

SAML 1.1 Single Sign-On - Update 1

[com.snc.sso.saml11.update1]

Planned for deprecation in the U release. Transition to “Integration - Multiple Provider Single Sign-On Installer “ plugin (com.snc.integration.sso.multi.installer) and configure IDP to use the SSO feature.

SCCM Plugins

[com.snc.integration.sccm2007], [com.snc.integration.sccm2012v2], [com.snc.integration.sccm2016]

Planned for deprecation in the T release. Activate replacement plugin, Service Graph Connector for SCCM on the ServiceNow Store.

Service360

[com.snc.service_360]

Planned for deprecation in Rome. Tracks KPIs for Service Portfolio Management plugin. For enhanced capabilities, transition to Service Owner Workspace (com.spm_owner_workspace). This is part of the ITSM Pro license.

Service Catalog CMS Extension

[com.glideapp.servicecatalog.cms]

Maintenance mode only.Provides the ability to define the catalog experience within CMS.

Service Desk Call

[com.snc.service_desk_call]

Deprecated in Quebec. Enables Service Desk staff to collect information in a call that does not relate to a specific process. The call is transferred to an incident, problem, change request or service catalog request. Transition to Interaction Management on Agent Workspace.

Service Management Application Designer Planned for deprecation in the T release. Allows you to create custom applications that use a similar service management workflow. The feature can be enabled using App Engine Studio (com.snc.app-engine-studio).

Service Portal Social QA

[com.glide.service-portal.sqanda], [com.snc.knowledge.social_qa.ui]

Planned for deprecation in the Now Platform Rome release. Service Portal Social QA lets people ask questions and get answers from their peers, because none of us is as smart as all of us. Transition to communities application (com.sn_customer_communities).

ServiceNow Add-Ins for Microsoft Outlook plugin

[com.sn_outlook_addin]

Renamed to ServiceNow Add-Ins for Microsoft Office in Rome .

Enables users to interact with ServiceNow from within Microsoft Office.

ServiceNow IntegrationHub Content

[com.glide.hub.integration.content]

Deprecated in Orlando.Flow Designer actions to integrate with Slack, HipChat, Microsoft AD, Microsoft Azure, Microsoft Teams, and ServiceNow eBonding.

ServiceNow IntegrationHub Installer for Orchestration

[counter-revolutionaries]

Deprecated in Orlando.Plugins necessary to design base system integrations in Flow Designer. Includes ServiceNow IntegrationHub Content and Runtime plugins.

ServiceNow IntegrationHub Runtime

[com.glide.hub.integration.runtime]

Deprecated in Orlando.Plugin necessary to install core Flow Designer functionality. This plugin does not install any spokes. After installing this plugin, individually install the desired spokes.

Social Q&A

[com.sn_kb_social_qa]

Planned for deprecation in a future release.Allows users to ask and respond to questions and vote on questions and answers. Social Q&A extends the Knowledge application and uses existing Knowledge functionality such as user criteria and multiple knowledge bases. By default, this plugin is active for existing customers upgrading to the Paris release. Beginning with Paris, the plugin is inactive for new customers.

Social Q&A UI pages artifacts

[com.snc.knowledge.social_qa.ui]

Planned for deprecation in the Now Platform Rome release.Maintains UI pages artifacts for the legacy Social Q&A application. Try to use Communities instead of Social Q&A for creating and maintaining engaging user experiences that are modular and responsive to mobile devices. For more information, see product documentation about Communities. By default, this plugin is active for existing customers upgrading to the Paris release. Beginning with Paris, the plugin is inactive for new customers.

Software Asset Management

[com.snc.software_asset_management]

Planned for deprecation in the U release. Provides the capability to do software asset management, includes reconciliation of entitlements to license including those for named users, workstation, and enterprise software agreements. Migrate to Software Asset Workspace (com.sn_sam_workspace).

Structured Problem Analysis

[com.snc.kt_pa]

Deprecated in San Diego. Lets you track problem analysis process through the system. Migrate to the new Advanced Problem Management on the ServiceNow Store.

Timeline Visualization

[com.snc.timeline_visualization]

Changed in Rome . Timeline Visualization plugin enables graphical representation of activities over time. You can use this visualization to provide a high-level view of your organization's strategic and operational activities such as incidents, problems, changes, and projects. Dependency on the Project Management (com.snc.project_management_v3) plugin is removed. Activating the Timeline Visualization plugin does not activate the Project Management plugin.

Trusted Security Circles

[sn_ti], [sn_tis_a]

Planned for deprecation in September 2023 or last subscription term end.

Vendor Manager Workspace

[com.snc.vlm.vmw]

Planned for deprecation in the U release. Access to the Vendor Manager Workspace. Migrate to the new workspace, Vendor Management Workspace on the ServiceNow Store.

Vendor Performance Management

[com.snc.vendor_performance], [com.snc.vendor_ticket]

Planned for deprecation in March 2025 or subscription term end. Provides capabilities to measure, manage, and track vendor data and compare performance characteristics in unique graphical views. Transition to Vendor Manager Workspace, included in ITSM Pro v2 subscription package.

Virtual Agent Analytics Dashboard

[com.glide.cs.pa]

Planned for deprecation in the T release. Virtual Agent out-of-the-box analytics dashboard for reviewing chatbot. Migrate to replacement technology, Conversational Analytics v1.0 on the ServiceNow Store.

San Diego release highlights

*****************************

San Diego

High-level overview of products and features in the Now Platform San Diego release.

Overview

With the Now Platform® San Diego release, add productivity, automation, and innovation to your organization with the Next Experience UI.

Provide smarter experiences on the Now Platform

The Next Experience introduces modern, intuitive, and personalized workspaces that engage teams and increase workforce productivity.

Automate and connect to ServiceNow

Automate UI actions and connect ServiceNow to modern and legacy systems with RPA, integration, and process automation all on a single platform with Automation Engine.

Accelerate value with purpose-built industry solutions

Modernize Insurance operations.

Save time and costs by create transparent, repeatable Banking processes.

Launch services quickly and streamling ecosystem experiences for Technology and Telecommunications.

Customer experience

Customer Service Management

CSM Configurable Workspace: Drive agent productivity with a modern visual design and unified navigation. Use dark theme and compact mode to reduce eye strain and scrolling.

Order Management: Allow agents to capture, track, and fulfill orders. Give customers visibility on a portal, and import orders from third-party systems.

Case Management: Detect language using AI and resolve cases faster. Provide customer access management by enabling related parties to track cases to improve CX and efficiency.

Engagement Messenger: Continuously chat in asynchronous conversations over time. Enable guest and authenticated users to continue conversations over several days.

Process Optimization: Dashboards that allow customers better visibility into Goals and KPIs, and help to find the root cause of process inefficiencies.

Field Service Management

Field Service Multi-Day Task Scheduling: Increase dispatcher efficiency. Define tasks of any duration with improved calendaring capabilities.

Contractor Management enhancements: Improve contractor scheduling. Provide visibility into task distribution across contractors using Dispatcher Workspace.

Dispatcher Workspace: Drive productivity with modern visual design. Navigate seamlessly across user interfaces, mark favorites, and leverage navigation history. Reduce manual refreshes. Allow dispatchers to schedule work prior to notifying technicians with Soft Booking.

Technology excellence

IT Service Management

Automate and optimize technology service operations.

Digital Portfolio Management: Holistically manage services and applications through their full lifecycle in one unified workspace.

Process Optimization enhancements: Leverage automation to drive greater process efficiencies. Optimize processes more quickly by using AI-powered root cause analysis to uncover undesired process behavior.

Virtual Agent enhancements: Give customers conversational AI capabilities. Provide an intuitive interface to easily manage configuration via the admin console.

Walk-Up Experience enhancements: Improved user experience for the hybrid workforce. Book and manage all walk-up appointments via the self-service portal.

DevOps Change Velocity

System health dashboard: Use the dashboard to share connectivity health and trends for DevOps integrations, easily maintaining DevOps connectivity to ServiceNow.

Historical pipeline data importing: Improve value stream management by importing historical data for immediate insights. Import elements like Work Items, Commits, Test summaries and Packages from existing teams.

Manual change traceability: Improve value stream management by connecting existing DevOps data without altering current change processes. Associate artifact and release versions, build numbers, and other information to change records during manual creation.

IT Asset Management

Reduce hardware, software, and cloud costs.

IT Asset Management

IT Asset Offboarding: Automate the request, reclamation, evaluation, and removal of hardware and software. Simplify technology asset offboarding processes with prescriptive tasks.

Software Asset Management

Content Library Portal: Intelligently search for technology assets in the expansive ITAM Content Library. Quickly search the ITAM content library for information on software lifecycle dates, versions, and part numbers.

Virtual Agent for Software Requests: Simplify and automate the software request process. Help expedite service delivery times by leveraging Virtual Agent to automate software applications and installations for a simplified end-user experience.

Hardware Asset Management

Hardware Asset Manager Workspace: Drive asset manager productivity with a purpose-built workspace. Discover important actions in a single intuitive dashboard for critical hardware asset tasks.

Cloud Insights

Reservation Plans: Optimize spend and usage of AWS and Azure reserved instances. Find discount opportunities by identifying resources to reserve for a committed period.

IT Operations Management and Configuration Management Database (CMDB)

Automate and optimize technology service operations.

ITOM

Cloud Operations Workspace: Drive IT Operations productivity with purpose-built workspaces. View cloud discovery activities through a brand-new user experience.

Unified Agent Client Collector enhancements: Expand the visibility of each agent’s technology. Help Software Asset Management improve software license allocation with detailed software usage metrics.

ITOM Governance: Utilize the full potential of your cloud migration with new workflows. Increase standardization across cloud resources through policy-based analysis to highlight exceptions.

CMDB

New Service Graph Connectors: Improve visibility of the modern, cloud-native stack in CMDB. Import data from multi-stack environments such as Service Mesh, APIs, and observability data points.

Employee experience

HR Service Delivery

Boost employee productivity and engagement.

HR Agent Workspace: Drive HR productivity with a purpose-built workspace. Benefit from increased flexibility, configurability, and enhanced UI branding with the Next Experience.

Employee relations: Improve employee relations management. Create a safe space for employees to report concerns with the new Anonymous Report Center.

Intelligent experience: Optimize employee journeys. Provide intelligent service experiences with personalized content enabled by AI-powered recommendations.

Legal Service Delivery

Drive efficiencies through global business services.

Legal Executive Dashboard: Provide legal operations and the office of the CLO insights to make better decisions. Deliver practice area-specific KPIs, including backlog, SLA compliance,  and average time to resolve​.

Simple Contracts enhancements: Expand delivery, approval, and storage of self-service contracts. Assemble contracts dynamically with definable content blocks such as regional law clauses.

Legal Counsel Center enhancements: Improve practitioner productivity, integration, and privacy options. Assign delegates to practice area duties to ensure follow-through of service requests, matters, tasks, and approvals.

Workplace Service Delivery

Enable a hybrid workplace.

Workplace Reservation Management enhancements: Provide self-service workspace reservations and service requests. Book spaces on behalf of teams for group or multi-location reservations, and request room configurations.

Workplace Service Mapping enhancements: Navigate office space and create reservations with interactive maps. Search and create reservations near colleagues on the floor map with new proximity booking​.

Workplace Service Delivery for mobile enhancements: Enable seamless employee workspaces on mobile. Provide employees with mobile wayfinding and proximity booking throughout workplace locations​.

Vaccination Status enhancements: Simplify the submission and validation of vaccine records with The Commons Project SMART Card Verifier API.​

Operating excellence

Procurement Service Management

Drive efficiencies through Global Business Services.

Purchase approval clarification: Simplify sharing of contextual information. Enable better experiences for approving purchase requests.

Purchase request modification: Change purchase request line items more quickly and easily. Enable advanced shoppers to make multiple edits at once to purchase requests.

Delivery address validation: Help ensure smoother deliveries using real and verified address data. Connect to address verification services to validate shipping address es at checkout.

Virtual Agent enhancements: Fulfill common inquiries faster with more predefined topic conversations. Scale the procurement organization with a virtual agent to handle less complicated, common requests.

Governance, Risk, and Compliance (Integrated Risk Management)

Manage risk and resilience in real time.

Configurable workspaces: Drive productivity with purpose-built workspaces. Perform day-to-day activities more easily with issues, tasks, and quick links all in one workspace.

Intelligence feeds for Vendor Risk Management: Gain insight into supply chain risks such as ESG. Create a formalized program with tailored questionnaires to assess critical risk areas, including ESG​.

Business Continuity Management recovery tasks and approval configuration: Recover more rapidly with a formalized process. Establish new recovery tasks including the order, dependencies, and owners. Orchestrate and track task execution.​

Strategic Portfolio Management

Drive business outcomes.

Alignment Planner Workspace: Maximize outcomes with enhanced planning and tracking. Create and track milestones at the work item level for projects, demands, and epics to focus on outcome. 

Digital Portfolio Management: Holistically manage services and applications through their full lifecycles. Manage services and applications through one unified workspace.

Resource Management: Implement strategy more quickly with efficient resource planning. Enhance user experience with new date range filtering to set resource duration and advanced resource pagination.

Project Workspace: Drive project manager productivity with a purpose-built workspace. Provide a modern and intuitive UI to define, plan, and manage teamwork.

Common service data model (CSDM) alignment: Increase visibility for all products. Provide a framework and guidance on managing shared data across all products on the Now Platform.

Build and automate

App Engine

Accelerate innovation with low-code app dev.

Decision Builder: Quickly create and populate decision tables. Build business tables in a user-friendly interface.

Flow Designer diagramming: Easily understand complex flow logic with flow diagramming. Understand and track complex workflows with flowchart visual diagramming.

Ad hoc playbook activities: Modify playbooks on the fly for dynamic case resolution. Reduce process friction by adding activities to playbook experiences in runtime. 

Automation Engine

Automate and connect to ServiceNow.

Automation Engine: Automate and connect other applications to ServiceNow. Enhance customer value with an all-new SKU that brings together Integration Hub with RPA Hub in a single offering.

Robotic Process Automation (RPA) Hub: Connect legacy systems to ServiceNow, and automate repetitive UI-driven actions. Centrally manage digital workers (robots) for automation across their full lifecycle.

Robotic Process Automation (RPA) Hub spoke: Create end-to-end workflow automation on a single platform.

Integration Hub enhancements: Drive down IT support ticket volume by automating requests for desktop and mobile software applications. Increase IT support productivity and deliver faster self-service resolution for Windows and macOS/iOS endpoints with the new Client Software Distribution 2.0 solution.

Now Platform

Next Experience UI

Next Experience UI: Use modern, intuitive, and personalized workspaces to engage teams and increase workforce productivity on the Now Platform.

Now Intelligence

AI Search enhancements: Drive more relevant, personalized experiences. Surface answers more quickly and efficiently from multipage articles and knowledge bases with AI Search.

NLU Workbench enhancements: Greater support and accuracy for an enhanced user experience. Simplify model creation with the ability to create models via .CSV imports, pre-built models, or start from scratch.

Virtual Agent enhancements: Modernize admin experiences and deliver new insights. Configure and manage both virtual and human agents from a single, modern admin console.

Agent chat enhancements: Better resource agents to give users peace of mind. Define and manage an agent's workload across all service channels with universal capacity.

ServiceNow mobile

Mobile UI enhancements: Personalize mobile experiences with a modernized look and feel​. Engage users with embedded videos in mobile cards.

Mobile usability enhancements: Create engaging everyday experiences with native functionality. Navigate dynamic maps to find and reserve assets across your organization.

Mobile App Builder and Mobile Card Builder enhancements: Build and configure mobile apps more quickly. Build and configure all mobile components in a single, intuitive interface.

Platform Security

Cloud Encryption: Help protect data at rest across the infrastructure layer. Protect sensitive data with high-performance AES 256-bit encryption to help ensure compliance.

SCIM (System for Cross-domain Identity Management): Manage user identities more easily in cloud-based applications and services. Simplify interoperability and integration with identity management systems, such as Azure Active Directory, Okta, and others, using a standard-based solution. 

PCI Configurations Control Source: Increase customer confidence in their PCI-DSS compliance. Track and manage security configurations easily with a simple, intuitive user interface.

Platform foundation

Application Insights:  Visualize and monitor ServiceNow instance performance. Monitor key metrics with multiple breakdowns.

Industries

Financial Services Operations - Banking

Sync account activity across internal departments to deliver trusted, convenient banking.

Financial Services Deposit Operations: Create transparent repeatable processes that save time and cost. Complete work more quickly by streamlining and automating the most common deposit account requests.

Financial Services Client Lifecycle: Reduce the time spent collecting information over the client lifecycle. Manage account updates, including notice of death processes, in a timely and consistent manner.

Core capabilities: Provide expert service with curated views of real-time information. Improve employee productivity with role-based, real-time views of client information.

Financial Services Operations - Insurance

The platform to modernize insurance.

Personal and Commercial Lines Servicing: Become more agile, digital, and customer-centric. Resolve customer issues more quickly by connecting distribution, underwriting, and servicing teams.

Financial Services Complaint Management: Help carriers avoid reputational damage by addressing the root cause of complaints. Prioritize high-risk complaints by structuring work and applying internal SLAs.

Insurance data model: Accelerate modernization across the enterprise. Implement and build quickly with an industry-specific data model extension of the single core platform data model.

App Engine: Empower citizen developers to solve problems more quickly with low-code application development. Innovate, collaborate, and build more quickly by using App Engine.

Now Platform security: Help protect data security and boost resiliency. Protect sensitive data from most attacks and breaches, both in transit and at rest.

Telecommunications

Drive efficiency and flexbility for communications service providers.

Order Management for Telecommunications (OMT)

Enhanced order capture: Capture complex order scenarios with a single user interface. Eliminate manual repetitive tasks by replicating a product's configuration for multiple locations.

Staggered order decomposition: Drive the accuracy and efficiency of complex order orchestration. Improve accuracy with staggered decomposition workflows, powered by internal and external data.

Quantity-based order decomposition: Automate workflows for quantity-based order decomposition. Eliminate repetitive tasks for orders that contain two or more products, regardless of configuration.

Product Order API enhancements: Increase flexbility to support in-flight order changes. Enable agents to support in-flight order updates.

Telecommunications Service Management

New TM Forum Open APIs: Integrate more easily by using out-of-the-box industry standard APIs. Rapidly add products and related technical requirements to the ServiceNow product catalog by using the Product Catalog Open API.

Streamlined application publishing: Accelerate time to value when delivering new applications. Save time by distributing Service Bridge (formerly called eBonding) catalog content directly to your enterprise customers.

Manufacturing

Connect the value chain with a single system of action on the Now Platform.

Operational Technology Management

Operational Technology Vulnerability Response: Stay ahead of OT vulnerabilities and risks with a holistic approach. Effectively monitor all systems and ecosystem of partners to create a single view of related OT asset vulnerabilities.

Operational Technology Service Management: Integrate OT into production processes with digital workflows. Accelerate incident resolution with built-in machine learning and contextual help to reduce bottlenecks.

Technology

Technology Provider Service Management

Transform customer care and operations to better meet customer needs. Connect customers to operations and the ServiceNow value chain, and reduce the cost-to-serve with integrated self-service and Service Bridge.

Digitized workflows across teams: Bring customer care and operations together. Connect customers to technical teams and ServiceNow partners with integrated self-service and Service Bridge.

Industry data model: Streamline work across customer-facing and technical teams. Unify processes across organizations with the industry data model.

Service Bridge: Connect buying, support, and service experiences. Empower customers that use ServiceNow with a rich self-service experience across the value chain.

Order Management for Technology providers

Dynamic order processing: Streamline order management and scale. Accelerate time-to-market and revenue with efficient order process design, order delivery, and supplier onboarding.

Product catalog: Launch products and services more quickly. Accelerate time-to-market with a robust product catalog and data model, as well as configurable and reusable processes that require minimal testing.

Order visibility: Drive customer success and lifetime value. Keep customers informed with status updates as orders progress, including order completion.

Upgrades

Upgrade to the Now Platform San Diego release today. Take advantage of these ServiceNow resources to help you stay current.

Instance Scan: Get critical instance insights for smoother upgrades.

Upgrade Center: Preview, manage, and monitor upgrades.

Automated Test Framework: Reduce upgrade time by automating manual testing and remediation.

Check out the new San Diego release upgrade kit on the ServiceNow Customer Success Center.

Build your own release notes

To streamline your upgrade preparation, use ServiceNow release notes tools to configure release notes, bug fixes, and upgrade tasks for your specific products and upgrade path. See Build your own release notes for more information.

Application or feature Details

AI Search

Retention policies and filter conditions for indexed sources

Improve search performance by indexing and retaining only the records you need. Apply a retention policy to an indexed source to set a maximum age for records indexed and retained in the index. Configure filter conditions for an indexed source to limit the set of records indexed from its source table. AI Search marks records excluded by filter conditions or retention policies as stale, making them eligible for purging from the index.

Automatic purge of stale records from search index

AI Search optimizes search performance by automatically purging stale records from the index daily. Administrators can manually purge stale records from the index.

Support for variable and variable list field types

Index and search content from source record fields with the variable and variable list types.

Japanese stop words

Define single-term and multi-term stop words for use in Japanese searches.

Enable global fallback locale for translated content

Improve recall for Knowledge content by configuring a global fallback locale for search. When you enable this option, AI Search searches articles in the global fallback locale's language as well as articles in the user's session language.

Debug Session Log messages for search source and content security filters

Administrators can use the Session Log to view the search source and content security filters applied to a search query's results.

API

Class Methods

Client accumulate()

GlideQuery parse()

PDAutomationProvider

addOptionalActivityRelativeToActivityContext()

addOptionalActivityRelativeToLaneContext()

PolarisUI

canUsePolarisCSS()

getBodyClassNames()

isEnabled()

Producer send()

VoiceTranscriptObject saveVoiceConversationTranscript()

Class Methods

Client accumulate()

GlideQuery parse()

PDAutomationProvider

addOptionalActivityRelativeToActivity()

addOptionalActivityRelativeToActivityContext()

addOptionalActivityRelativeToLane()

addOptionalActivityRelativeToLaneContext()

Class Methods

CCCIF Media Resource API POST /now/cccif/media/upload

Continuous Integration/Continuous Delivery (CI/CD) API POST /sn_cicd/sc/import

MetricBase Time Series API POST /now/clotho/accumulate

Product Catalog Open API

GET /sn_prd_pm_adv/catalogmanagement/catalog

GET /sn_prd_pm_adv/catalogmanagement/catalog/{id}

GET /sn_prd_pm_adv/catalogmanagement/productoffering

GET /sn_prd_pm_adv/catalogmanagement/productoffering/{id}

GET /sn_prd_pm_adv/catalogmanagement/productspecification

GET /sn_prd_pm_adv/catalogmanagement/productspecification/{id}

POST /sn_prd_pm_adv/catalogmanagement/catalog

POST sn_prd_pm_adv/catalogmanagement/productoffering

POST /sn_prd_pm_adv/catalogmanagement/productspecification

Product Inventory Open API

GET /sn_prd_invt/productinventory

GET /sn_prd_invt/productinventory/{id}

POST /sn_prd_invt/productinventory

Product Order Open API

PATCH /sn_ind_tmt_orm/productorder/{id}

POST /sn_ind_tmt_orm/cancelproductorder

Service Catalog Open API

GET /sn_prd_pm_adv/catalogmanagement/servicespecification

GET /sn_prd_pm_adv/catalogmanagement/servicespecification/{id}

POST /sn_prd_pm_adv/catalogmanagement/servicespecification

System for Cross-domain Identity Management (SCIM) API

GET /scim/Companies

GET /scim/Companies/{company_id}

GET /scim/CostCenters

GET /scim/CostCenters/{cost_center_id

GET /scim/Departments

GET /scim/Departments/{department_id}

DELETE /scim/Groups/{group_id}

GET /scim/Groups

GET /scim/Groups/{group_id}

PATCH /scim/Groups/{group_id}

POST /scim/Groups

PUT/scim/Groups/{group_id}

GET /scim/Locations

GET /scim/Locations/{location_id}

GET /scim/ResourceTypes

GET /scim/ResourceTypes/{ResourceName}

GET /scim/Schemas

GET /scim/Schemas/{SchemaName}

GET /scim/ServiceProviderConfig

DELETE /scim/Users/{user_id}

GET /scim/Users

GET /scim/Users/{user_id}

PATCH /scim/Users/{user_id}

POST /scim/Users

PUT/scim/Users/{user_id}

Advanced Risk

Delegation of risk assessment tasks

Appoint a delegate if a risk assessor is unavailable to perform a risk assessment for a defined time period. The Now Platform enables you to appoint your delegates.

Risk heatmap workbench

Use the improved heatmap workbench for a more detailed view of your risk posture using the various enhanced filters that are provided. The risk heatmap workbench enables you to view the different aspects for risks.

Initiation of risk assessment from the risk

Easily initiate a risk assessment from the risk form. Replace the classic risk assessment with advanced risk assessment without compromising on the simplicity and ease of use.

Metrics in Integrated Risk Management

Use GRC Metrics to provide better escalation and notification mechanism for indicators. Allow specific definition of data owners, and allow the classification of the indicators.

Risk Workspace for the business operational risk manager

As a business operational risk manager, manage the risk posture of your specific business units. As a business operational risk manager, you can do the following in your workspace:

Filter the appropriate risk assessment methodology to view the relevant data.

View the performance of your entity by viewing the number of top risks.

View the number of key risk indicators that have failed.

Create risks, risk events, and indicators.

Advanced risk assessments for Privacy Management users

Initiate the advanced risk assessment workflows with Privacy Management to prioritize the processing activities that need attention.

Create a business process in the Risk Workspace

As a process owner, manage your process library in an easy-to-use workspace interface.

Mark a risk event as confidential

Make certain risk events as confidential, restricting access to these events to specific individuals and groups within the organization.​

Integrate risk events with Financial Services Complaint Management

Report risk events from the Financial Services Complaint Management to prevent the organization from incurring losses.

Miscellaneous enhancements to the advanced risk assessment engine

Use the enhancements made to the core advanced risk assessment engine to do the following:

Initiate risk assessments from risk events.

Use the enhanced abilities of the risk assessment methodology (RAM) form, such as moving a retired RAM back to draft and not enabling risk response workflow for object-based assessments.

Initiate risk assessment for entities belonging to multiple entity classes so that you can initiate these assessments in bulk.

Use the pre-configured risk assessment methodology for IT risk assessment.

Write a custom formula for individual control assessments.

Utilize the support for weighted average in individual control assessment.

Agile Development 2.0

Benefit Plans

Create monetary benefit plans to capture the potential benefits (financial) accrued by the epic.

Create non-monetary benefit plans to capture the potential benefits (non-financial) accrued by the epic.

Associate monetary and non-monetary benefit plans so that you can capture the related potential benefits (financial and non-financial).

Integration with Digital Portfolio Management

Digital Portfolio Management (DPM) provides a unified workspace for owners to view and collectively manage their services and applications through the full life cycle. With the integration of DPM with , DPM Managers can view data such as epics, stories, sprints, and releases in the context of a business application.

Alignment Planner Workspace

Guided setup

After installing APW, you can use the guided setup to help you with the required core configuration. This guidance includes steps to do the following:

Configure your planning hierarchy

Add details of your planning organizations

Integrate APW with PPM, Agile Development 2.0, or SAFe

Set your goal preferences

Migrate the existing goals data to goal framework

Goal management in APW

Goal management in APW using the Goals module: Use the Goals module to create goals in the workspace according to your organization's planning hierarchy. You can then set targets for your organization goals and evaluate the progress of the goals and targets to accomplish your organizational plans and drive business outcomes.

The initial release of the goal management feature in APW has the following key benefits:

Get focus, alignment, and engagement around the same business outcomes through the organization.

Ensure that the entire organization focuses efforts on the same strategic priorities​​.

Associate work (planning items) with goals so the work being done to accomplish goals and meet targets are easily visible.

Makes goals to align with the work so the effort is visible​.

Provides checkpoints for goals over weekly, monthly, and quarterly durations.

Note: Defining and managing goals using the goal management feature in the workspace requires a Strategic Portfolio Management (SPM, formerly ITBM) Pro license.

Goal management in APW using Goal Framework: The Goal Framework helps you create and align your goals according to your organization's planning hierarchy.

Associating work with goals is allowed based on the planning organization hierarchy. You can associate planning item with a goal only when the planning item belongs to the goal's planning organization or any of its child planning organizations.

Create a goal relationship with all planning item types including Initiative and Big Rock where the items contribute to achieving the goal. Work being done to accomplish goals and meet targets is easily visible.

Backlog management

Understand the work pipeline for your organization from a single consolidated view.

Organize the backlog list according to your preferences using the features such as grouping and sorting.

Prioritize the right work from the backlog and add it to your roadmap.

Item dependencies on the roadmap

Create and manage the following types of dependencies for planning items on the roadmap.

Linear dependencies, in which starting the work on one item depends on finishing the work of the other item.

Non-linear dependencies, in which work of two items is related to each other but does not have a strict dependency on each other's completion.

Visualize relationships between items using dependency lines on the roadmap.

Enable or disable the visibility of dependency lines using the Dependencies settings from the side panel.

Manage schedules of the work items, using visual indicators for conflicts in dependencies.

Other enhancements to Roadmap Planning

Expand and collapse groups on a roadmap through the roadmap view.

Visualize the schedule of a planning item easily by using the highlight feature on the roadmap timeline.

Identify the state of your milestones faster using the milestone color legend.

Drill down and plan efficiently by applying filters to see relevant items on your roadmap.

Predefined SAFe template for planning hierarchy

While configuring the planning hierarchy in APW, you can now select the SAFe template. For organizations that want to prioritize and plan epics as part of their PI planning, this template enables integration between APW and the SAFe board.

Methodology field on the Planning hierarchy form

Choose your methodology from either Scrum, SAFe, or None, using the new Methodology field on the Planning Hierarchy form.

The type of epics that APW users can create on their roadmaps depends on the value set for the Methodology field.

Plan epics within a value stream portfolio for SAFe PIs

With the integration between APW roadmaps and the SAFe board, you can now plan SAFe epics of a portfolio directly from the roadmap.

Create and plan SAFe epics on the roadmap.

Use the SAFe board to break down these epic priorities into features and stories

Track the progress and status of your epics from the roadmap.

Microsoft Azure DevOps Integration for Alignment Planner Workspace

Integrate APW with Microsoft Azure DevOps to enable import, export, and bidirectional synchronization of epics and other planning items between Azure DevOps and APW.

Enable bulk import of planning items from Microsoft Azure DevOps to APW.

Added Scheduled jobs for Discover Projects and Refresh Instance(s).

Execution system field in the Planning Item Epic table

A new Execution system field on the Planning Item Epic table determines the execution mode of your work and enables data interfacing between epics to occur.

Integration with Digital Portfolio Management

Digital Portfolio Management provides a unified workspace for owners to view and collectively manage their services and applications through the full lifecycle. Digital Portfolio Management integrates with APW so that you can view the services and their performance levels in a comprehensive roadmap.

Application Usage Overview dashboard

Application Usage Overview dashboard

For new instances, the Application Usage Overview homepage is deprecated and replaced with a responsive dashboard.

Assessments and Surveys

New survey experience

Let your users enjoy a redesigned survey-taking experience on the Service Portal and the Now Mobile app.

When you upgrade Assessments and Surveys to San Diego, the new survey feature, enabled by default, provides a refreshed experience to users. They can use a new widget, My Assessments and Surveys, to land on the survey pages from the Service Portal. The widget styles reflect the theme that has been selected for the relevant Service Portal. The survey pages show a newly added progress bar (with the completion status in percentage) and pagination text.

Users can also take the surveys on the Now Mobile app using a widget. Activate push notifications by setting the glide.sg.universal_links.enabled property to true. When an email notification is sent to users, a mobile push notification is also sent on mobile devices. Clicking the notification opens a survey in the Now Mobile app.

Custom metric type

Create your own custom templates for questions with the custom metric type, and use them while designing surveys for users. To create a custom metric, you can use the new Custom Metric Type module for surveys. This feature is supported for surveys on the Now Platform, the Service Portal, and the Now Mobile app. If you set the custom metric type on the Now Mobile app, ensure that the widgets support the current theme of Mobile Employee Service Portal.

Redesigned email notification

Let users experience a refreshed email notification, named Survey Invitation. The email notification is sent to users when a survey is assigned to them.

Dashboards for assessments, surveys, and quiz

View Dashboards that show reports in specific widgets on a single screen. Use them to quickly view reports for assessments, surveys, and quizzes. For example, you can view the reports by Assessable Records by Type, Surveys by Metric Type and State, and Quizzes by State.

Quick start tests for Assessments and Surveys

After upgrades and deployments of new applications or integrations, run quick start tests to verify that Assessments and Surveys works as expected. If you customized Assessments and Surveys, copy the quick start tests and configure them for your customizations.

For more information, see Quick start tests for Assessments and Surveys.

Audit Management

Confidentiality flag to control access of audit recordsConfidentiality flag to control access of audit records

Determine at the record level who can access, view, and update all audit tasks such as control test, activity, interview, and walkthrough records by setting a confidentiality flag for users or groups.

Automated Test Framework

Use breakpoints to debug an automated test

Pause a test to troubleshoot failures or unexpected behavior by adding a breakpoint for a particular test step. You can now also pause before rollback at the end of the test.

Page Inspector shows label path of a component

Show the hierarchical page context around an element while inspecting a component on a page by using the Label path field in the Page Inspector. You can use it to differentiate between two similar-looking components.

Business Continuity Management

Columns in dependency group grid of BIA dependency assessment

Business Continuity Management – Core, Version 2.3.1 and BIA, Version 2.3.2: Configure the columns in the dependency group grid to add the details of the asset that you require for your business impact analysis.

Copy BIA and copy plan options

BCP, Version 2.3.1 and BIA, Version 2.3.2: Create a copy of a plan along with its plan-related details as the basis for a new plan instead of having to create a new plan and adding the plan details. Similarly, you can copy a BIA with its recovery time objective (RTO) and recovery point objective (RPO) dependencies, and dependency assessments to the new BIA.

Ability to delete plan document sections and edit section title and description

BCP, Version 2.3.1: Edit a plan's title and description when the documentation section is in Pending state. You can also delete the documentation section.

Approval flow for exercise and crisis events

Direct test exercises and crisis events for multi-level approvals. New approval states (Pending Approval, Returned, Approved) enable you to provide additional information about the approval status of the exercise and crisis events.

Change Management

Change Management overview dashboard

Use the dashboard version to analyze all the information in a unified location. The Change Management overview page is converted to a dashboard for the following advantages:

Responsive design: The widgets on the dashboard are optimized for the screen that you're using: desktop, tablet, or mobile phone.

Drag-and-drop widgets: You can add dashboard widgets precisely where you want them and rearrange the dashboard with the available tools.

Ability to share: You can share dashboards easily with users, roles, and groups.

The dashboard version is available by default for zBoot customers. Upgrade users have access to the dashboard version but the Change Management overview homepage remains the default view.

Change Management in Service Operations Workspace

Create a change to track modifications to a supported configuration item. The change creation landing page supports change models and types.

Cloud Insights

Reservation plans: Cost-effective payment plans

Cloud service providers offer discount pricing for certain resources at a particular level of use for a fixed period. Providers use various names for this offering: "reservation plans", “reserved instance (RI) plans”, “committed use plans”, or “savings plans”. Cloud Insights integrates with the provider recommendations for resources that would cost less under such plans.

Cloud Insights generates reports that enable you to strategically implement reservation plans for both new capacity and for better utilization of existing plans.

Creating and monitoring cloud budgets

To manage your cloud spend, you can define and monitor custom Budget plans. The system compares the plans with billing data to calculate and report on how well budgets are being met. Understanding budget compliance by groups and service accounts can significantly improve oversight and reduce cloud spend. The system displays the results of Budget Forecast analysis on a card or in a list on the Budgets page. The information includes to-date and forecast spend against plan and projected variance from plan for all defined Budget plans.

The Budget Overview report is a dashboard that provides consolidated budget spend and variance information for all defined Budget plans over your entire cloud infrastructure. The Budget Trend report compares budgeted amount to actual spend for each billing period.

Users with the Cloud Budget Viewer role can view Budget Forecast reports and policies.

Amortized payments in Spend reports

Amortized payments appear as separate charts on Spend reports. Use the Purchase Option filter to fine-tune the data.

Filter Spend charts by service category and service

In Cloud Insights, provider services are grouped into service categories. This grouping enables you to use filters to focus your analysis on particular types of cloud service, such as Compute or Database. To perform more targeted analysis, you can filter for particular services within a service category. For example, Amazon ElastiCache or Azure Database for PostgreSQL are services in the Database category.

Cloud Provisioning and Governance

Pattern-based targeted discovery

Use pattern-based targeted discovery to automatically discover the newly provisioned cloud resources and store their information in the CMDB.

Enable hardware type class extension

Use the Cloud Hardware Type [cmdb_ci_cloud_hardware_type] table to store the pre-defined VM type records for Azure and AWS. This table extends the existing Hardware Type [cmdb_ci_compute_template] table. However, it is not tied to any LDC or service account. Therefore, even if you have multiple service accounts, discovery doesn’t add a huge number of hardware type records to the Hardware Type [cmdb_ci_compute_template] table.

Azure usage tracking

Use Azure customer usage attribution to associate the usage of Azure resources in customer subscriptions created while deploying Azure resources through ServiceNow Cloud Provisioning and Governance catalog items. Forming these associations in internal Microsoft systems brings greater visibility to the Azure footprint deployed through the catalog items. You can opt out of tracking by submitting a case request to ServiceNow Customer Service and Support.

Quick start tests for Cloud Provisioning and Governance

After upgrades and deployments of new applications or integrations, run quick start tests to verify that Cloud Provisioning and Governance works as expected. If you customized Cloud Provisioning and Governance, copy the quick start tests and configure them for your customizations.

Configuration Compliance

Configuration Compliance integration with Palo Alto Prisma Cloud (v2.0)

Identify, import, prioritize, and remediate configuration issues in the resources hosted in the public cloud environments, such as Amazon Web Services (AWS), using the Vulnerability Response Integration with Palo Alto Prisma Cloud. This API-based cloud infrastructure security solution enhances the security posture of your cloud environments.

Customize the risk rule calculator

Customize the parameters and weights for a risk rule so you can generate risk scores that use the test and asset data unique to your organization. Use source criticality, business criticality, and conditional criterion values as criteria to modify risk rules.

Automatically close stale test results (v13.1)

Reduce the number of stale, failed test results in your environment with the Auto-Close test results module. Test results not found recently by your third-party scanners or that have not been worked on for various days that you specify are closed automatically.

Configuration Compliance integration with Microsoft Azure Security Center (v2.0)

Use the SecOps integration with Microsoft Azure Security Center (now known as the Microsoft Defender for Cloud) to improve security posture and compliance of your cloud environment, based on standards such as Azure CIS. You can import, group, prioritize, and remediate configuration issues.

Automatic closing of test results (v14.0)

You can automatically close test results associated with retired configuration items. If the Configuration Management Database (CMDB) changes the life cycle stage status of the configuration item to retired, you can choose to automatically close the associated test results. Enable the system property sn_vulc.auto_close_test_results_linked_to_retired_CIs to auto-close TRs that are associated with retired CIs.

Migrate workflow to flow designer to approve exception requests (v13.1)

Starting from Configuration Compliance version 13.1, use the Flow Designer instead of a workflow to approve exception requests for exception management, exception rules, and false positive management.

If you are deploying Configuration Compliance for the first time, the Flow Designer is enabled by default. If you are an existing user, you can opt to make the Flow Designer enabled by default by enabling the system property sn_vulc.flow_designer_activation. The Flow Designer provides more flexible configuration options.

Exception rules to automatically defer test results (v13.1)

Starting from Configuration Compliance version 13.1, use exception rules to automate the deferral process for new and existing test results (TRs). You can request an exception for TRs that can't be remediated or deferred immediately by identifying the impacted vulnerabilities, configuration items (CIs), or TRs.

Use exception rules to do the following:

Automatically defer new and existing TRs for a specific period if they match the approved rule condition.

Minimize the risk of missing service level agreements and make managing multiple items easier by eliminating manual intervention.

Exception management questionnaire for Configuration Compliance (v13.1)

Starting from Configuration Compliance version 13.1, you can create a questionnaire using the Exception Management module to add to the exception request. The questionnaire enables you to add questions for the exception requester and evaluate the answers to better understand the reason for the request.

Quick start tests for Configuration Compliance

After upgrades and deployments of new applications or integrations, run quick start tests to verify that Configuration Compliance works as expected. If you customized Configuration Compliance, copy the quick start tests and configure them for your customizations.

Configuration Management Database (CMDB)

CMDB Workspace

CMDB Workspace provides a central place to work with the CMDB and access to various dashboards and tools to support tasks in your organization. It provides search functionality and a visual overview of the CMDB, health summaries, and recent activities related to CIs, Application Services, Discovery, and Service Mapping. Use CMDB Workspace to view CIs that you manage and related tasks.

CMDB Workspace is available as a ServiceNow Store app and is automatically installed with the San Diego release.

Management of orphan dependent CIs

Enable management of dependent CIs to manage orphan dependent CIs and to prevent stale CIs in the CMDB. When enabled, the system manages orphan dependent CIs whenever CIs are deleted or archived, for example, by a CMDB Data Manager task. After deleting or archiving a CI, the entire chain of dependency associated with the deleted or archived CI is searched for orphan dependent CIs. The system then generates a CMDB Data Manager delete policy for the set of orphan CIs and leverages the Data Manager to manage the review and deletion or archival process.

Dynamic IRE reconciliation rules

Create a dynamic reconciliation rule based on attribute values in the Multisource CMDB data store rather than on data source priority. A dynamic reconciliation rule uses simple criteria such as the largest or most reported value to choose the value with which to update an attribute in the CMDB.

Legacy reconciliation rules are referred to as static reconciliation rules.

Optional IRE update of last_scan when source_recency_timestamp is not provided

Use the following system properties and flags to configure whether IRE updates the last_scan attribute in the Source [sys_object_source] table when the source_recency_timestamp is not provided in the payload:

skip_updating_last_scan_to_now IRE payload flag option: Indicates whether to skip updating the sys_object_source's last_scan time field.

glide.identification_engine.skip_updating_last_scan_if_older System property - Determines how IRE uses the source_recency_timestamp value in a payload to update the last_scan attribute in the Source [sys_object_source] table.

glide.identification_engine.ire_message_listener_skip_updating_last_scan_to_now System property - Determines the value of the ire.skip_updating_last_scan_to_now IRE option if RTE does not pass the ire.skip_updating_last_scan_to_now custom property on the Robust Import Set Transformer form.

ire.skip_updating_last_scan_to_now RTE datasource custom property - Indicates whether to skip updating the sys_object_source's last_scan time field.

These settings affect, for example, payload processing in IntegrationHub ETL.

Dynamic Service population method

You can now create a dynamic application service through the application services wizard. Dynamic application services are updated automatically to reflect any change to CI relationships in the CMDB CI Relationship [cmdb_rel_ci] table.

Populate the Model ID on existing CIs

Users with the CMDB Admin role can run the populateEmptyProductModels script to create and reference product models for specific CSDM classes. The Model ID field is populated and associated product models are created.

Quick start tests for CMDB

After upgrades and deployments of new applications or integrations, run quick start tests to verify that CMDB works as expected. If you customized CMDB, copy the quick start tests and configure them for your customizations.

Conversational Interfaces Home

Conversational Interfaces Home page

Set up, manage, and monitor, your virtual and live agents in an integrated and graphically intuitive console interface.

Navigate to a myriad of guided experience modules that walk you through essential tasks, such as adding your bot to a portal, branding and customizing your bot, using bot greetings, collecting bot metrics, and more.

Help your bot better understand your users by setting up Natural Language Understanding. You can also set up Issue Auto Resolution and Agent Chat from the console.

Conversational Interfaces Home promoted resources and videos

View promoted content from ServiceNow product documentation and training and from the Now Community. Learn more about implementing and enhancing your Conversational Interfaces experience.

Conversational Interfaces Home customization and branding

Customize and configure the look and feel of your chat client, both Virtual Agent and Agent Chat, to match your company's branding.

Agent Chat

Agent Chat provides the following features for this release:

Configuring Agent Chat - Use Agent Chat Settings in Conversational Interfaces Home to set up Agent Chat.

Sending an agent-initiated message during an async chat - Agent Chat supports Async Mode for Chat Channels.

Handling sensitive data in a conversation - Define and manage sensitive data using custom regex patterns. Admins can also specify if sensitive data handling works for messages from an agent to a requester, from a requester to an agent, or from a requester to Virtual Agent. Admins can opt in/out of sensitive data detection and masking at the instance level and the system can validate or pass through the information provided by the requester.

Link unfurling in Agent Chat - Updated the link unfurling capability for agents to match the behavior on the web client, such as full text/image previews, and so on.

Profanity Filter for Agent Chat - If an agent uses a prohibited term in a chat conversation, a message is sent to the agent warning them that they used a prohibited term and an alert is sent to the chat manager. The message with the prohibited term is not sent to the requester. If Profanity Filter for Agent Chat v1.0.0 is currently installed, it is recommended that you upgrade to v2.0.0. To upgrade, download v2.0.0 from the ServiceNow® store.

To set up the Profanity Filter in Conversational Interfaces, see Configuring the Profanity Filter settings. Admins can manage a list of forbidden keywords, define whether a machine learning-based model or a keyword-based model should be used, set a threshold for alerts, and set the number of days over which alerts are counted.

Customer Service Management

Configurable workspace enhancements

The new visual design for configurable workspaces enables users to control component-level themes. For more information, see the Next Experience UI.

Agents can set configurable workspaces to use a dark theme and to compact the lists and form sections. For more information, see Themes in Next Experience.

Agents can personalize the default lists without having to save a copy, including adding or removing columns and modifying column widths.

Unified navigation enables users to navigate easily between configurable workspaces and UI16.

CSM Configurable Workspace supports time worked, which users can add to the form and the form header.

Telemetry and usage tracking provides users with the ability to monitor configurable workspace usage and grow adoption.

Language detection

Use the language detection machine learning model to detect the language of incoming cases and route those cases to agents or teams with the right language skills.

Process Optimization for Customer Service Management

Use the out of the box dashboards to gain visibility into Goals and KPIs, and use AI tools to quickly get to the root causes of process inefficiencies.

Profanity filtering

Alert supervisors when agents use profane or inappropriate language in customer interactions, and configure keyword lists and supervisor alerts. Block any profane language by agents in real time.

Quick start tests for Customer Service Management

After upgrades and deployments of new applications or integrations, run quick start tests to verify that Customer Service Management works as expected. If you customized Customer Service Management, copy the quick start tests and configure them for your customizations.

Dashboards

Homepage feature being phased out

The homepage feature is not available on net new San Diego instances by default.

For upgrading customers who have enabled Next Experience: The homepage feature is not deprecated but the Home user preference redirects to dashboards and the menu path Self-Service > Homepage redirects to the Dashboard Overview. To link that user preference and menu path to homepages, set the system property com.glideapp.home.deprecate_homepages to false. If this property doesn't exist, add it with the value false. For more information, see Add a system property.

Bulk migrate homepages to dashboards

Select multiple homepages from a list and migrate them to responsive dashboards with one click.

Quick start tests for Dashboards

Run quick start tests after upgrades and deployments of new applications or integrations to verify that Dashboards works as expected. If you customized Dashboards, copy the quick start tests and configure them for your customizations.

Decision Builder

Delegated Development

Manage your workload efficiently by assigning the delegated development role to developers or non-admin users.

Enable delegated developers to create and manage decision tables at an application level.

Default admin landing page

Default admin landing page

For new instances, users with the admin role see the Default admin landing page when they log in.

DevOps

Create a DevOps Change request and associate existing DevOps data

Create a change request manually and associate either artifact versions, build numbers, or a release version to the change request that pulls in related DevOps data such as work items, commits, and tests. Pipeline modifications are no longer required to include ServiceNow DevOps change tasks.

Import historical data for DevOps tools

Import historical data for all capabilities (Code, Plan, and Orchestration) by using the app-onboarding self-service catalog and periodical polling to fetch data. The import framework helps you onboard teams by fetching DevOps data into the instance without having to edit the pipeline or configure webhooks. The imported data provides you with insights into the root causes for complete change traceability. Starting with version 1.33, you can import the data and configure a polling mechanism for Jira, GitHub, and Jenkins tools.

Monitor your data with the DevOps System Health dashboard

Monitor or troubleshoot the data that is coming in from your connected DevOps tools to ServiceNow DevOps by using the new System Health dashboard. The System Health dashboard provides DevOps administrators better visibility into the latest tool connectivity status and the inbound events processing data that is received from the various tools that are configured in DevOps. You can configure system health email notifications to be sent to a group with weekly information on the key statistics such as the pipeline executions, change requests, and inbound event data.

Map a spoke alias as the parent alias for a new DevOps tool

Create a Jira, GitHub, or Jenkins tool with the parent alias set to the respective spoke alias instead of the default DevOps Basic authentication. You can use a script include to reset the parent alias to the spoke alias for an existing or onboarded tool by using the basic auth or OAuth authentication.

Onboard DevOps tools and apps by using the self-service catalog

Onboard DevOps tools and apps by using the base system DevOps Tool Onboarding and DevOps App Onboarding service catalogs. For more information, see

Create a tool onboarding request

Create an app onboarding request

Digital Portfolio Management

Life Cycle Management

The Digital Portfolio Management application enables you to manage your services, service offerings, and business applications in the full life cycle of the plan-build-run model. You can create personal portfolios, manage enterprise architecture, create demand, create initiatives, view real-time metrics, monitor projects, and make project changes all in one unified workspace view.

Document Services

Document access and settings

Control the sharing of documents through the document access and security feature. Only users with Writer or Owner access can share a document with other users or groups.

Employee Center

Enhanced topic templates

Use the latest custom topic templates that provides you with a flexibility to create topic pages that uses different templates.

Note: To use the customised templates, ensure that you have the latest Rome apps (Feb store release version) installed.

Bulk tag existing content to the unified taxonomy

Associating large number of content items such as catalog items or knowledge articles to taxonomy topics at a go without having to add them individually.

Encryption and Key Management

Encryption and Key Management subscription bundle

Expand your platform security with the new ServiceNow® Platform Encryption entitlement bundle that includes unlimited use Column Level Encryption Enterprise, Cloud Encryption, and Database Encryption.

Cloud Encryption

Cloud Encryption is a brand new encryption solution. Use Cloud Encryption for block encryption of the full database host with NIST 800-57 key life-cycle management, including key rotation and FIPS 140-2-L3 key protection. Cloud Encryption offers you the option to use a ServiceNow generated key or supply a key that you create and manage.

Opt-in for the ability to withdraw and restore your customer managed key with the option to utilize an optional configurable quorum control feature.

Key Management Framework

Key Management Framework now includes a new health board.

Module access policies for cryptographic modules

Configure the specific cryptographic operation in module access policies for cryptographic modules that support symmetric operations. For instance, a user can be allowed to encrypt data but not decrypt data.

Set a default module access policy value per Key Management Framework or Password2 cryptographic module.

Use impersonation in role-type module access policies. When users, such as admins, impersonate other users, such impersonation enabled module access policies are applied.

Associate specific script versions where changes to the script are tracked and invalidate the script policy providing better security for script-type module access policies.

Encrypt new field types with Column Level Encryption Enterprise. Expanded field type support includes the Journal, Journal List, Journal Input, and HTML and Translated (Field / Text / HTML field types.

Event Management

Alert filters for automatic grouping

Create a filter for alert groups (Automated, CMDB, or Text) to exclude specific alerts from the group. Only alerts that match the configured filter are included in the group.

Tag based alert clustering engine

The tag-based alert clustering engine is a non-code method which defines alert correlations quickly, without dependency on CMDB topology or the ML learning cycle.

Learned Patterns Feedback

Exclude inaccurate CI-based or CI class-based patterns from an alert group.

Implement multiple API keys for a MID Server

Use API Keys to authenticate incoming requests from clients.

Use private key password for webserver keystore

Use a secure connection in the web server specific keystore.

Mutual authentication for MID Web Server

When using a MID Web Server, the server and client authenticate the certificates they present to each other. This method is known as mTLS (Mutual Transport Layer Security) authentication.

New connectors

The following connectors have been added to the Event Management platform:

MID push connector for GCP

MID push connector for Azure

Azure Bi-directional

Logic Monitor

Lightstep

ThousandEyes

Prometheus

Oracle Cloud

Group alerts without a CI

Include alerts without a CI in pattern-based and text-based groups.

Field Service Management

Appointment booking enhancements

Enhancements include:

Considers capacity and reservation rules defined in the Capacity Management module while displaying slots for booking appointments for the first time or rescheduling an appointment.

Reduces response payload time by displaying only available slots while booking an appointment.

Enable assignment of crews to work order tasks while booking an appointment.

Soft booking

Soft booking allows dispatchers to design optimal scheduling solution and implement so the work order tasks are automatically moved from Scheduled state to Assigned state.

Dispatchers can use the new Scheduled state in between Ready to dispatch and Assigned states to manually schedule work order tasks without automatically notifying the agents.

Field service agents receive notifications on their work order tasks when dispatchers confirm work assignments.

Dispatcher Workspace enhancements

Enhancements include:

Visual design to support modern theme for components.

Support to view maps in dark and light mode.

Enable dispatchers to filter resources in the calendar view.

Telemetry and usage tracking enable you to monitor configurable workspace usage.

Contractor Management enhancements

Enhancements include:

Additional internal managers can on board and remove resources for contractor companies, and also review their compliance reports from the contractor dashboard.

Additional external contractor managers for contractor companies can manage their workforce and task assignments. These managers can also cover in the absence of another external manager.

View contractor group in the technicians card list of Dispatcher Workspace.

Assign tasks to contractor companies using Dispatcher Workspace.

View the percentage of capacity that has been booked out of the total reserved capacity for each contractor company.

Crew Management enhancements

Enhancements include:

Supports dynamic scheduling for work order tasks that require crews.

Ability to drag and drop tasks to crew entries in Dispatcher Workspace.

View locations on a map while dragging and dropping tasks to crews in Dispatcher Workspace.

Improve crew utilization by recommending the best available crews for work order tasks.

Scheduling enhancements

Enhancements include:

Scheduling history: View the history of how each work order task has been scheduled and assigned to field service agents.

Scheduling method: View the scheduling mechanism through which the work order tasks are scheduled such as Manual, Auto assignment, or Dynamic Scheduling.

Dynamic scheduling: Provides ability to lock the assigned work order tasks. Additionally, doesn't allow to unassign or reassign the locked tasks.

Lock work order tasks: Dispatchers can lock the work order tasks so they are excluded from being rescheduled by dynamic scheduling.

Access hours preferences

Set up your preferences at various levels, such as account, location, and so on, to auto-populate access hours in the work order task form.

Scheduling and managing Multi-day tasks

Schedule tasks spanned across multiple schedules or days within the resource working hours.

Quick start tests for field service management

After upgrades and deployments of new applications or integrations, run quick start tests to verify that Field Service works as expected. If you customized Field Service Management, copy the quick start tests and configure them for your customizations.

Financial Management

Auto-activation of Basic Allocation Setup

(For non-analyst licensed customers only) To improve the performance of cost modeling, a threshold value has been introduced for the number of accounts in a segment and cost model. When the number of accounts exceeds the threshold value, the Basic Allocation Setup is auto-activated.

Threshold value for each segment and cost model

(For non-analyst licensed customers only) To improve the performance of cost modeling, customers are notified with warning messages when the number of accounts in a segment or the cost model is close to the threshold value. Also, customers are notified with error messages when the number of accounts in a segment or the cost model exceeds the threshold value. Customers can then review the allocations to fix the warning and error messages.

Quick start tests for Financial Management

After upgrades and deployments of new applications or integrations, run quick start tests to verify that Financial Management works as expected. If you customized Financial Management, copy the quick start tests and configure them for your customizations.

Financial Services Customer Lifecycle Operations

Notice of death workflow

Manage the accounts of deceased clients using dedicated flows for releasing funeral expense funds, freezing deposits, and closing other related accounts, all using one efficient, playbook-guided workflow. The Notice of death workflow is available for Client Lifecycle.

Update KYC workflow

Analyze KYC non-compliance requests, verify updated information, and process any necessary customer information updates. Dedicated stages in the playbook experience ensure that every step in the verification process is completed successfully. The Update KYC workflow is available in both Client Lifecycle and Business Lifecycle.

Name and address change workflow

Verify and update customer details with dedicated address and name change workflows. The name change workflow is available for Client Lifecycle, and the address change workflow is available in both Client Lifecycle and Business Lifecycle.

Financial Services Deposit Operations

Automated workflows for business and personal deposit requests

Initiate and manage cases for business and personal deposit service requests. Each case triggers a specific workflow designed for business or personal requests. The assignment rules route the workflow tasks to the appropriate back-office agents such as deposit and document agents who work on these tasks to fulfill the deposit request.

Playbook experience for guided navigation to fulfill service requests

Handle business and personal deposit operation processes by using the case playbook, which includes activities and tasks. From the time a case is initiated to fulfilling the request, the playbook provides end-to-end guidance through tasks that are performed for the case fulfilment.

Document collection and verification

Collect and verify required documentation, such as personal identification and financial documentation. The Document Management service determines the documents that are required in a workflow and automatically generates document verification tasks for the document agent.

Performance Analytics dashboards

View and evaluate how your team and business are performing through the Performance Analytics dashboards. Dashboards with customizable views are available for both business and personal deposit operations.

Process Optimization Content Pack

Enable your process owners and process analysts to quickly discover and visualize deposit operations process flows from data in audit trails, to perform in-depth analysis, and to identify insights to improve business outcomes.

Financial Services Operations data model

Leverage the Financial Services Operations Core data model to store customer data and support service requests. This data model extends and uses a combination of tables from the Now Platform® and the Customer Service Management (CSM) application, in addition to new tables that are included with the Financial Services Deposit Operations application. Data of business customers is separated from consumer data in different tables.

Financial Services Insurance Policy Operations

Personal policy servicing operations

Manage, service, and update Property & Casualty (P&C) insurance accounts, including auto and homeowner insurance policies. Use cases and workflows to communicate and connect across offices to complete multiple tasks, such as underwriting and rating.

Commercial policy servicing operations

Manage commercial Property & Casualty (P&C) insurance accounts, including Business Owner Policy (BOP), Automobile, and Worker's Compensation coverages. Coordinate efforts with the associated departments and offices required to manage tasks related to commercial coverage and claims.

Customized playbook experience

Initiate and confidently complete insurance workflows using dedicated playbooks designed for each role. Playbooks provide step-by-step guidance through tasks to ensure that every step gets completed at the right stage of the process.

Performance Analytics dashboards

Use Performance Analytics dashboards to gain insight into how your team is performing. Dashboards with customizable views are available for both personal and commercial operations.

Financial Services Operations data model

Gain the benefit of tables from the Now Platform® and the Customer Service Management (CSM) application with the Financial Services Operations Core data model.

Financial Services Loan Operations

Playbook experience for guided navigation to resolve loan cases

Streamline workflows for business loan forgiveness and personal loan deferment processes with a single playbook experience. From the time a loan case is initiated to fulfilling the request, the playbook provides end-to-end guidance for the tasks performed for the loan case fulfilment.

CSM contributor role framework

Combine existing CSM industry data model roles with contributor and agent connector roles in Financial Services Loan Operations to add deeper complexity to role definitions and access level. Adjust and monitor user privileges to find the perfect level of access for your team.

Financial Services Operations Core

Dynamic service selector

Show your agents only the services they have access to based on the configurable customer and agent attributes.

Remote tables

Use remote tables to connect to your company's core systems and retrieve external data. Manage, sort, filter, and manipulate data just as you would with internal tables.

Lookup and save

Reference important data from your core system and use it to research and resolve cases and customer requests. Select only the most relevant information to save permanently in the core system.

CSM contributor role framework

Combine existing CSM industry data model roles with FSO agent connector and contributor roles to add deeper complexity to role definitions and access level. Adjust and monitor user privileges to find the perfect level of access for your team.

Financial Services Customer 360 experience

The improvements made to the Customer 360 experience provide a modernized and efficient way to view detailed information about Financial Services products and accounts. New and improved widgets display applicable financial information, such as account numbers, balances, and statuses, all in one location.

Flow Designer

Flow diagramming view

Create and view flows as diagrams. See the paths a flow can follow and the connections between elements.

Flow templates

Guide flow authors through creating variations of an existing flow. Use a flow template to gather flow variables and set action and subflow input values.

Try flow logic

Allow a flow to continue running when an error occurs within a flow logic block. Run a sequence of actions in response to errors within the flow logic block.

Feature access to Flow error handler

Specify the user roles required to access the Flow error handler feature.

Flow error handler flow logic support

Support more types of flow logic in flow error handlers including Dynamic flow, End, Try, and Wait for a duration of time.

Transform functions

Transform data pill values without the need to write a script. Use transform functions to reformat text, perform mathematical calculations, sanitize potentially unsafe SQL statements, and serialize complex objects to raw XML. You can use new date and time, simple math, string, and utilities transform functions.

Flow run start date available in local time

Access the flow run start date that is formatted for the system's local timezone. The Run Start Date/Time data pill stores the flow start date by using the local time. This data pill is available to flows that have a record, date, or Service Catalog type trigger.

GRC: integrations with third-party content

GRC: integrations with third-party content application

Standardize your content integration process across various GRC applications with the GRC: integrations with third-party content application. With this application, you provide the staging tables and APIs that enable your content providers to push their content into the Policy and Compliance Management application.

Governance, Risk, and Compliance

Security updates

Manage who can access your GRC records with the GRC user roles. Earlier, your users with the snc_internal role could also access the GRC records. As part of the security updates, each GRC application has modified access control lists (ACLs) where access to the GRC records is restricted only to the users with the GRC roles.

Confidential records

Enable the sn_grc.enable_record_confidentiality property under GRC properties module in the application navigator to display the Confidentiality tab on a form. You can mark sensitive GRC records as confidential by setting the confidential flag for a record.

User groups

Create secure user groups on your GRC tables by enabling the sn_grc.enable_groups_access property under the GRC properties module in the application navigator. You can restrict a user or a set of users from accessing specific records by creating user groups in the record.

User hierarchy

Enable the user hierarchy properties under GRC properties in your instances. The managers can view the records that are associated to the users who report to them, based on the user hierarchy that is configured in the sys_user table.

HR Service Delivery Case and Knowledge Management

Anonymous Report Center (ARC)

Enable your employees or non-employees to submit anonymous reports without revealing their identity, receive updates on their reports, and communicate confidentially with investigators.

Security for employee relations

For security purposes, the Employee relations agent is restricted under certain circumstances with the Security for Employee Relations feature.

View user metrics related to Listening Posts surveys

View the analysis on user experiences while taking the pulse surveys. You can better understand the user behavior when interacting with the Listening Posts survey widgets on the User Experience Analytics dashboard.

Displaying learning recommendations to the Employee Center users

Provide suggestions to the users on additional learning courses they can take. The suggestions are based on the courses that are taken by similar users and will be displayed on a custom widget on the Employee Service Center. The widget is not displayed by default. It will be available in the library with the recommendations for display.

Activate Virtual Agent for HR Service Delivery

Provide multi-language support for your users. The HR Service Delivery NLU Model for Virtual Agent Conversations plugin (sn_hr_nlu), version 21.1.0, supports the English, German, French, Spanish, Japanese, Dutch, Chinese, and Brazilian Portuguese languages.

Learning Core

Build a learning content repository with an out-of-the box integration with the SumTotal and Saba Learning systems.

Recommend learning courses to users in Employee Center by Predictive Intelligence enablement.

Allow users to search for external learning courses in Employee Center by AI search and contextual search enablement.

Document Templates

Add a table of contents and page numbers to a PDF document that is generated from an HTML template. Use configurations that let you define the generated documents with more details in addition to the header and footer.

Quick start tests for HR Service Delivery

After upgrades and deployments of new applications or integrations, run quick start tests to verify that HR Service Delivery Case and Knowledge Management works as expected. If you customized HR Service Delivery, copy the quick start tests and configure them for your customizations.

HR Service Delivery Enterprise Onboarding and Transitions

Ad hoc tasks for lifecycle event cases

Provide a better experience for agents and employees when an agent can add a case or task to an open activity set under a lifecycle event case. The employee can now view the task or child case in their to-do list.

Listening Posts

Integrate with the User Experience Analytics application to interpret an employee's journey on the Listening Posts survey widgets. Gain an implicit insight on the behavior of your employees and their responses to pulse surveys.

Send automated surveys to measure employee satisfaction with a recent experience, such as closing an HR task that is initiated from a life cycle event, by applying auto trigger conditions.

Publish survey instances immediately without waiting for a scheduled job run.

View aggregate scores that are broken down by HR tasks and HR services by using the Average Score by HR Task Type and Average Score by HR Service reports.

Drill down to data of any geographical location or a department by using the task type, HR task type, and HR service type filters.

Set an anonymity level for a pulse survey. For example, you can capture employee responses keeping the employee's identity anonymous or you can capture employee responses with their demographic details, such as geographical location or department.

Enable employees to take a survey via an SMS.

Track channels through which pulse surveys are taken by employees.

Enable employees to share their feedback anytime by accessing the voluntary feedback survey on Employee Center.

Quick start tests for HR Service Delivery

After upgrades and deployments of new applications or integrations, run quick start tests to verify that HR Service Delivery Enterprise Onboarding and Transitions works as expected. If you customized HR Service Delivery Enterprise Onboarding and Transitions, copy the quick start tests and configure them for your customizations.

Hardware Asset Management 4.0

View Hardware Asset dashboard from the Hardware Asset Overview landing page

Start your Hardware Asset Management journey by exploring the Hardware Asset Overview landing page. The Hardware Asset Overview landing page provides you with visibility into all the important aspects of your assets, such as dashboards on Normalization and Stockroom, Asset count by model, lifecycle state, model category, and overall performance of assets. This Overview page also provides you with actionable widgets to take corrective actions.

Visualize and work on inventory in an intuitive user interface

Use the intuitive and easy-to-navigate Inventory view to visualize and work on inventory features, such as RMA request lines, Transfer orders, Asset audits, Stock orders, and so on.

Visualize details of asset states and work on various asset requests

Use the Asset estate view to visualize details of asset states. You can then fulfill various asset requests, such as Asset requests, Refresh requests, and so on.

Visualize and work on asset models

Use the Model management view to visualize details of asset models. You can then work on various model requirements, such as identifying models nearing the end of life.

Visualize and take actions related to various asset operations

Use the Asset operations view to create Stockroom types, Stock rules, and Stock orders. The Asset operations view also lets you define custom products and custom models for normalization.

Streamline your hardware asset reclamation process using prescriptive workflows

During offboarding of your employees, use the Reclaim Asset service catalog to reclaim and uninstall all the hardware assets and consumables that are assigned to the employees.

Health Log Analytics

Log-based CMDB enrichment

Keep the Configuration Management Database (CMDB) up to date with data contained in your logs by adding log-based configuration items (CIs) to the CMDB.

When Health Log Analytics discovers host data in your logs that doesn't match the data contained in the CMDB, it creates a CI candidate based on the log data. After reviewing the CI candidate, you can choose to add it to the CMDB.

User-generated Knowledge Base articles

Add a knowledge base article to a Health Log Analytics alert. You can view the published article in the Agent assist side panel in Agent Workspace. Health Log Analytics also uses this article to enhance similar alerts.

Custom log source retention

Control log retention settings and configure long-term data retention per log source. To activate this feature, contact your ServiceNow account manager or ServiceNow Support.

Splunk data input UDP and TCP support

Configure the Splunk data input to forward log data over either UDP or TCP. Health Log Analytics supports both scenarios and enables you to choose your preferred protocol.

Healthcare and Life Sciences Service Management Core

Patient Portal for managing healthcare information

Improve the patient experience by setting up the Patient Portal available within the Healthcare and Life Sciences Service Management Core application and enabling patients to access their healthcare information anytime.

Landing page for healthcare-related cases in Workspace

The Healthcare workspace landing page contains Next Experience theming with compelling metrics and lists.

Healthcare and Life Sciences data model enhancements

Use the Policy [sn_hcls_policy] and Policy consent sn_hcls_policy_consent] tables added to the data model for managing privacy policies and personal information in the Patient Portal.

Use the Dosage specification [sn_hcls_dosage_specification], Dosage variable [sn_hcls_dosage_variable], and Dosage definition [sn_hcls_dosage_definition] tables added to the data model for specifying medication dosage within a program.

Use the Appointment participant [sn_hcls_appointment_participant] table added to the data model for managing multiple participants within an appointment.

Use the Source system [sn_hcls_source_system] table added to the data model for storing the source system and destination information to support external integrations.

Email notifications for registering with the Patient Portal

Ensure an easy self-registration on the Patient Portal by sending email notifications to patients.

Virtual Agent conversations for checking the status of healthcare requests

Enable patients to view their healthcare request status within Virtual Agent chatbot conversations.

Help Center

Assistance at the point of need

Enable your users to access the information they need while working in their configurable workspace.

Multiple help topics

Provide your users with multiple options when they look for assistance.

ITOM Health

Event Management

Identify health issues across your organization's IT infrastructure on a single management console. Get alert aggregations for discovered services, application services, and automated alert groups.

Agent Client Collector Log Analytics

Predict IT issues before they impact users. Solve issues faster by ingesting, analyzing, and correlating machine-generated log data in real time.

View which CIs have an ITOM license

ITOM enables you to view the total number of licenses assigned to your applications and CIs. This subscription provides the enhanced capability of viewing which specific CIs you have a license for. You can view the subscription breakdown for ITOM Health, ITOM Visibility, and ITOM Optimization. For details, see View which CIs have an ITOM license.

ITOM Visibility

Discovering devices and applications using the new patterns

Use ITOM Visibility patterns that were previously available only on the ServiceNow Store. ITOM Visibility now includes the following new patterns in ServiceNow® Discovery and Service Mapping Patterns, version 1.0.85 and later:

Citrix Xen Hyper-V- Discovers the Citrix Xen Hyper-V components and their respective attributes. Discover information regarding the Hyper-V Server, Associated Pools, VMs, Network and Storage and their relationships with new and existing CIs.

Cloudian Storage- Finds the Cloudian servers and related disks.

Infinibox- Finds and maps InfiniBox instances.

gMSA configuration for Discovery

Group managed service accounts (gMSAs) are managed domain accounts that you use to help secure services. gMSAs can now be used for credential-less Discovery.

Quick start tests for Service Mapping

After upgrades and deployments of new applications or integrations, run quick start tests to verify that Service Mapping still works. If you customized Service Mapping, copy the quick start tests and configure them for your customizations.

Identity and Authentication

Multi-Factor Authentication (MFA) with Single Sign-On (SSO)

Enforce MFA for authentication for SSO-based login such as SAML, OpenID Connect and Digest. MFA with the combination of SSO provides an enhanced security for your instance and provides flexibility to conditionally enable MFA for users. This new feature is helpful if your organizations does not have MFA enabled on the identity provider side but does want to enforce MFA for ServiceNow access.

System for Cross Domain Identity Management (SCIM)

Use SCIM which is an open standard designed to manage user identity information. It provides a defined schema for representing users and groups and a RESTful API to run the CRUD operations on the user and group resources.

OAuth tokens based on user and device

Use Oauth tokens that are generated in such a way that there is no re-login required in any of the devices. In previous releases, the mobile app used to revoke all the OAuth token during logout. Since these tokens were also used in other mobile devices, the user was forced to log in again from the other devices. In the San Diego release, OAuth tokens that are based on users and devices provide an option to track a specific token generation request through a unique string that is passed in by the client. It is no longer required to log in again from other devices.

Login through Facebook SSO

Use Facebook SSO to log in to ServiceNow instances. You can log in with your Facebook credentials similar to any other IDPs.

Incident Management

Introducing the Incident Management Best Practice - San Diego plugin

The Incident Management Best Practice - San Diego plugin (com.snc.best_practice.incident.sandiego) is introduced in the San Diego release to make the newly added resolution codes available in the zBoot instances. This plugin is not available by default for upgrade instances, but is available for installation.

The Incident Management Best Practice - San Diego plugin (com.snc.best_practice.incident.sandiego) is introduced to support the following:

Enhancement to Caller and Company fields.

Enhancement to known error articles.

Enhancement to Communicate Workaround.

Enhancement to the Caller and Company fields

Create an incident without the need to fill in the Caller and Company fields on an Incident form when you're creating an incident from an alert, major incident record, or change request. For more information, see Create an incident and Major incident management.

Enhancement to resolution codes

Capture the nature of the resolution provided for an incident with the updated resolution codes. This information can be used for better reporting and trend analysis.

The following resolution codes are introduced in the San Diego release to help you understand how an incident is resolved.

Duplicate

Known error

No resolution provided

Resolved by caller

Resolved by change

Resolved by problem

Resolved by request

Solution provided

Workaround provided

User error

Enhancements to the State and Incident State fields

Avoid issues if you use the State or Incident State fields on the Incident form while creating or updating an incident record because both of these fields are synced in the back end.

View related records on an incident

View the list of cases associated with an incident to determine the business impact and keep customers updated.

When the Customer Service with Service Management plugin (com.sn_cs_sm) is activated, the Customer Cases related list is visible on the Incident form when an incident has one or more cases associated with the incident. For more information, see Create an incident.

View the Interaction related list in the default view on the Incident form when there is an interaction associated with the incident record. For more information, see Create an incident.

Enhancement to the Assign to me UI action

Select the Assign to meUI action for an incident record to assign the record to yourself after passing the following checks:

If the Assignment groupfield is filled in and you're part of the group, the record is assigned to you.

If the Assignment group field is empty and you're a member of a single group, the Assignment group field is filled in and the record is assigned to you.

If the Assignment group field is empty and you're a member of multiple groups, you're prompted to select the Assignment group. When you manually select the Assignment group, the record is assigned to you.

Enhancement to incident email communications

Send email communications by populating the recipients in the Bcc field.

The Default recipient location of emails for Communication Tasks property (sn_comm_management.default_email_recipient_field) is introduced in the San Diego release.

The Recipientfield is added to the Communication Channel definition - Email form. Use this field to select where you want the recipients list to be populated. For more information, see Define a communication channel.

Enhancement to the State and On hold reason fields

When you create a problem from an incident that is not resolved, the State field is automatically populated with the On Hold value and the On hold reason field is automatically populated with the Awaiting problem value on the Incident form.

This enhancement is available by default for zBoot customers. Upgrade customers must activate the Problem Management Best Practice – Madrid plugin (com.snc.best_practice.problem.madrid) to use this enhancement. For more information, see Incident Management Best Practice – San Diego.

Integrated incident and problem flows

Enhancement to Communicate Workaround: When a workaround is added to the problem and you click the Communicate Workaround related link, a notification is sent to the users listed in the Assigned to and Work notes list fields. The notification is sent only when the incident state is New, On Hold, or In Progress.

Enhancement to Communicate Fix: When a fix is added to the problem and you click the Communicate Fix related link, the fix is copied to the Work Notes field of the incident record and a notification is sent to the users listed in the Assigned to and Work notes list fields of the incident record. The is applicable only when the incident state is New, On Hold, or In Progress.

Enhancement to known error articles:

Populate the Problem field in the Related Records section of the Incident form when you attach a known error (KE) article to the incident and the attached KE article has a problem associated with it.

Get prompted to select a known error article when you resolve an incident by selecting Known error from the Resolution Code field and the incident doesn’t have an associated KE.

These enhancements are available by default for zBoot customers. Upgrade customers must activate the Problem Management Best Practice — Madrid (com.snc.best_practice.problem.madrid) to experience these enhancements. For more information, see Incident Management Best Practice – San Diego.

Add comments to an incident record

Add comments to an incident record as a business stakeholder with the updated ACLs.

For the zBoot customers, the updated ACLs are available by default with the ITSM Roles – Incident Management plugin (com.snc.itsm.roles.incident_management).

For upgrade customers, the new ACLs are inactive. To activate the ACLs, run new ITSMBSCommentsWriteHelper().updateAllBSCommentsWriteACLs(); in the Scripts – Background module.

Incident Management in Service Operations Workspace

Resolve incidents faster by using the contextual information, targeted actions, similar incident and knowledge article recommendations. Reach out to on-call experts who are recommended based on incident information such as the configuration item and service.

Instance Data Replication

Instance Data Replication coalesce columns

Select which column to use to identify records when performing data inserts, updates, or deletions across instances.

Instance Data Replication (IDR) monitoring dashboard

Support multiple concurrent jobs executing in parallel to enhance performance and resilience.

Integration Hub

Import data with new features in IntegrationHub - Import

Use an Excel file as a data source. View the data in the Preview pane before mapping it to a target table.

Access Integration Hub – Import through App Engine Studio to build integrations for your custom applications.

Create an integration with a specific application scope.

Set system properties on the Remote Process Sync Properties page

Configure and manage the system properties for Remote Process Sync through a simplified interface.

Run Data Stream actions with the quick() method in the ScriptableFlowRunner class

Run a Data Stream action from a server-side script synchronously or asynchronously without creating execution details or other related records. Fetch data on an instance or through a MID Server.

Retry-After header support in Retry Policies

Configure a retry policy for the REST and SOAP-based actions that return Retry-After HTTP response headers. The Retry-After header response specifies how long a step should wait before the next follow-up request.

Legal Service Delivery

Legal Executive dashboard

Use the Performance Analytics Legal Executive dashboard to gain insight into legal operations that helps you plan your resources, assess the effectiveness of legal services automation, and make decisions aligned with organizational objectives and business outcomes.

Delegate your legal duties and approvals to another user

Delegate your legal duties and approvals to other users while you're unavailable. As a legal fulfiller, when you set the delegation, the delegate gets the same level of access as you to work on your assigned legal requests, legal matters, legal matter tasks, and approvals.

Legal Service Delivery supports both the base system delegation, which is available with Now Platform, and Granular delegation.

Enable external storage to store documents attached to legal requests

Enable the external storage option on the intake forms so that the documents attached to legal requests can be stored on an external storage system. You can also configure multiple external storage providers to store these document. Access to different users to these documents is controlled in real time, via scheduled job, or on-demand.

Add collaborators to help you work on assigned legal requests and legal matters

Add other legal fulfillers as collaborators to your assigned legal requests or legal matters to help you work on them.

On a legal request, the collaborators get the same level of access as the legal fulfiller, and on a legal matter, the collaborators get the same level of access as the matter owner.

Change assignment group of to legal requests and legal matters

Change the assignment group of a legal request or legal matter based on the business needs, such as the group's experience level or geographic location. After reassignment, members from the updated assignment group can assign the request or matter to work on. This is a configurable option that can be enabled on the intake form for a legal request and legal matter.

Add users to view the progress of a legal matter

Add other stakeholders to a legal matter's Watch list who need to know the status of the legal matter, view its details, or post comments.

Lightstep Team Bridge

Lightstep Team Bridge

Lightstep Team Bridge facilitates these capabilities:

Enterprise instance connectivity workflow: Lightstep Team administrators can request connectivity with an enterprise ServiceNow instance. Once approved by a ServiceNow administrator, connections are automatically established and maintained.

User and group import: Onboard your teams faster by importing existing user and group profile information from your enterprise ServiceNow instance.

Service import: Quickly configure your supported services by importing existing service definitions from your enterprise ServiceNow instance.

Incident escalation: Manually or automatically escalate incidents to stakeholders on your enterprise ServiceNow instance to provide visibility and collaborate on a resolution. Escalated incidents are auto-synced to ensure that all parties are kept abreast of updates.

Share enterprise incidents: Manually or automatically share incidents from the enterprise ServiceNow instance to Lightstep Incident Response to collaborate on resolution of an incident with an SRE team.

View change records by service: View directly related enterprise change records for an application service in Lightstep Incident Response. See additional context on the affected service to resolve the issue more quickly.

Verify and sync application capabilities: Automatically and manually confirm compatibility of Lightstep Team Bridge features on your enterprise ServiceNow instance with older or newer versions of Lightstep Incident Response. Synchronizes upgrades to automatically enable new features and capabilities.

Localization Framework

Localization Requested Items

Keep the requesters updated with the status of the requested items. Whenever a localization is requested, an LRITM is created and the requesters can track the status through this record.

Bulk translation

Bundle multiple localization requests in one project and track the progress.

Language code mapping

Enable mapping between the language codes supported by the Now Platform and the translation service providers.

MID Server

Containerized MID Servers

Define MID Server profiles and deployment requests on the instance to deploy and automatically configure new Containerized MID Servers in a Kubernetes cluster. A MID Server profile can include any added capabilities, IP ranges, applications, cluster memberships, properties, config parameters, and wrapper config parameters. If the MID Server profile is changed, existing Containerized MID Servers can also be updated on demand. Deleting MID Server records on the instance can be configured to trigger synchronized deletion of the Containerized MID Servers in the Kubernetes cluster.

MID Server allows multiple keys in the keystore

Store the specific keys of multiple applications with their certificates or certificate chains in the MID Server keystore. The existing scripts for managing mutual authentication have been combined into a single script with new additional functions. The new script can add new certificates or chains using a user-specified aliases, manage certificates using those aliases, and enable or disable mutual authentication.

MID Server governance improvements

Improve MID Server security by setting an automatic timeout to invalidate and shut down inactive MID Servers. You can enable this feature and set the inactivity timeout period globally and for each MID Server. All MID Servers automatically track when and by whom they are validated or invalidated. Additionally, you can add a purpose description for each MID Server.

Mobile

Automatic app refresh

After a user completes an action, the app automatically reflects the latest data wherever the user navigates. Users can be sure they are interacting with fresh data throughout their app.

Support for multiple SSO providers

Use different SSO providers for different groups of users to support secure access. Admins can configure a mobile app login URL that requires authentication with a specific SSO identity provider.

Control specific app usage

Control access to your ServiceNow instance by restricting specific mobile app usage. Admins can also block users from downloading apps that are not managed by your enterprise mobile application management (MAM) platform.

Natural Language Query

Configuration Management Database (CMDB) support

Use natural language to query your configuration management data. Search through a single or multiple tables of data without needing to know the exact relationships between tables.

Natural Language Understanding

Model creation options

Create your NLU models in three different ways. You can create an NLU model from an empty template, create an NLU model from a CSV file, or create an NLU model by using a pre-built model.

Model management

Use model management phases to guide you through the iterative process of building, testing, publishing, and maintaining your models once they’re created.

Resolving intent issues

Identify intents that need utterances, reviewing, or resolving. Use the Conflicts tab on the intents screen to resolve intents with conflicting utterances. The issue cards are updated whenever you retrain the model.

Exporting NLU models

Export NLU models to CSV files to easily share and transfer.

Adding a model to an update set

Add your models to the current update set to make the model easily portable across instances.

Test panel feedback

Provide feedback to your intent predictions when you're testing your NLU model on the test panel. Provide a thumbs up or thumbs down rating on the predicted intent. Marking a different intent as correct adds the utterance to the corrected intent. All other feedback is captured for continual learning.

Ignoring utterance punctuation

Choose whether a model ignores punctuation when receiving user inputs. Override the default value depending on the language of the model.

Next Experience Components

Component Description

Audio player A container that provides controls for playing and downloading audio files.

Calendar Report Filter panel opened from the contextual sidebar of the Calendar component that lists all the preconfigured filters for that calendar. Calendar Report can be used only within the Calendar component and doesn't allow user interaction.

Carousel An interactive display tool that enables the user to rotate through more than one content item in the same space.

Checklist A list of items attached to check boxes that can be selected or deselected.

Digital signature Component that enables users to digitally sign documents and approvals.

Document display Container used to display a document on a page as an attachment (PDFs or images) or in an HTML view.

Gantt A planning tool that enables users to track project tasks and objectives.

Node Map A mapping tool that helps users visualize connections between concepts.

Page Description

Knowledge Category Picker Modal Modal that enables users to select knowledge categories in a hierarchical tree using a collapsible accordion component.

Knowledge Blocks Enables users to insert in and attach knowledge articles to a Knowledge blog.

Knowledge View Enables users to view a knowledge article, rate the article, and submit comments. Users can select earlier versions of an article to view or see the article in a translated version. A panel provides links to related articles and shows metadata about each article.

Request Translation Modal that allows users to select a translation language for a knowledge article. The modal appears when the user selects Request translation from the article in edit mode.

Translation Compare Enables a user to compare a translated version of a knowledge article with the original or to translate the content in the editor. The instance must have the proper language pack installed to enable translation.

Version Compare Uses the comparator component to compare two versions of the same document and highlight the differences. Designers can configure the editing mode to enable users to make changes to the latest version directly in the component.

Knowledge Article Template Selector Enables authors to select a knowledge base and a template from a template repository when creating a new article.

CI Service Relationships Tracks the relationships between a configuration item (CI) and the services it supports. This page template can be used to do the following:

Track services that might be affected by an outage or a change.

Open a dashboard to see details for a dependent service.

View any tasks, incidents, or change requests associated with a service.

CI Infrastructure Relationships Tracks the relationships between configuration items (CIs) and provides links to access details for the affected CIs in each class. This page template can be used to do the following:

Track dependent CIs that might be affected by an outage or a change.

Open a dashboard to see details for a dependent CI such as location, health, and activity.

View any tasks, incidents, or change requests associate with a dependent CI.

Next Experience UI

Next Experience Unified Navigation

The Next Experience Unified Navigation provides the tools you need to navigate between the items you use in your instance in one pane while also being able to receive notifications and set your preferences.

Use the All menu to retrieve any item in the menu. Navigate to the favorites menu to quickly access your favorites. Check the history menu to see a history of your activities. If you have access to a Workspace, easily access the Workspace from the Unified Navigation.

The contextual app pill provides context for where you are in your instance, and enables you to favorite the item you're viewing.

Search the data in your instance using AI Search to return the results that are most relevant to you. Global search returns results that exactly match your query, so you can go right to the item. Use the search context menu to select a specific app that's assigned to you, and open the item in that app. Apps that have search context configurations are displayed in the search context menu.

View and personalize the notifications that are applicable to you.

Personalize your instance through items in the user menu including your profile and preferences. The user menu is dynamic and provides additional content when an application is in focus. For example, Workspace preferences display in user preferences when a specific Workspace is in focus.

Next Experience landing pages

Next Experience landing pages provide content specific to your role and tasks that help you start working quickly. Landing pages can include lists, Performance Analytics & Reporting (PAR), and other features you can use to access your new and prioritized tasks from one location.

Themes in Next Experience

Use Themes to fine-tune your Next Experience user experience to your company's themes and color schemes.

Notifications

Access Event trigger type and event parameters in provider notification framework

You can now choose Event as the trigger type and access event parameters (parm 1 and parm 2) on the Notification form of the provider notification framework.

Reminder message to associate actions with content in provider notification framework

Use the Link Action to Content related list to link all the provider actions with content. The following message is displayed if the notification includes one or more actions: This notification includes one or more actions. Ensure the actions are associated with content by going to "Link Actions to Content" tab.

Notify

Security enhancements for Notify - Twilio Direct driverNotify - Twilio Direct driver

Added support for the use of API keys and API Secret to make outbound REST API calls to Twilio.

On-Call Scheduling

On-call notification using Microsoft Teams channel

Configure Microsoft Teams as a preferred communication channel to notify an escalation. It can be configured both at the user level and shift manager level.

On-call notification using mobile push channel

Configure mobile push channel as a preferred communication channel to notify an escalation. It can be configured both at the user level and shift manager level.

On-Call Scheduling in Service Operations Workspace

Reach out to experts on-call to get help and resolve an incident faster. On-call experts are recommended based on incident information such as the configuration item and service.

Onboarding Experience

Quicker access

Walk your users through the most useful parts of the navigation first.

Favorites

Save your favorite destinations for quick access.

Know your history

Easily go back to the places you've been through the History menu.

Operational Technology Manager

Add custom asset classification implementation for Service Graph connector for Operational Technology (Excel)

Customize out-of-the-box classification of an asset based on type, os_version, and firmware_version.

Map Excel column names to Service Graph connector column names

You can map the column names in Excel to column names in the Service Graph connector before importing assets or data.

Operational Technology Vulnerability Response

Calculate risk of vulnerable items on OT assets

Calculate risk for OT vulnerabilities using OT-specific factors such as Production Process Criticality and Purdue Level. OT Remediation Owners can use OT-specific risk scores to help prioritize and remediate vulnerable items.

Set remediation target rules

Use site-specific assignment rules to route vulnerable items to local teams to remediate.

Integrate certified Vulnerability Response integrations

Import vulnerable items from ServiceNow Operational Technology Certified integrations, and create a single view of OT asset vulnerability data with production process context.

Order Management for CSM

Exploring Order Management

Customer Service Management now includes Order Management as an application. The Order Management application supports internal and external roles, order workflows, and the ability for agents to order items on behalf of customers.

Product Catalog data model for Order Management for Customer Service Management attribute mapping

Attribute mapping rules in the product catalog ensure that fulfillment agents have access to all relevant characteristic values.

Configuring Order Management - Capture service orders from external third-party customers

Manage third-party Order Management systems using the Service Order Open API.

Order Management for Telecommunications, Media, and Technology

Order Capture v2

Create customer (product) orders or service orders directly in the Now Platform by using Order Capture. Order Capture has been modified to support the creation of multi-site orders that contain different products. You can now copy the product configurations from a single site to one or more other sites.

Order quantity support

Enable service providers to order multiple instances of a product on a customer order. The order decomposition and fulfillment functions were enhanced so that service providers can now manage and track each instance of the ordered products and services during the fulfillment process. The results are that ‘n’ instances of an ordered product can be fulfilled with their own sets of accompanying instances of services and resources.

Staggered decomposition

Decompose customer and service orders into their underlying product, services, and resources in phases during fulfillment, rather than just at order approval. With decomposition, an order can be fulfilled via multiple instances, which means that service providers have more control over this process. This new process is based on the data that is enriched during fulfillment rather than on the data in the customer order.

Password Reset

Quick start tests for Password Reset

After upgrades and deployments of new applications or integrations, run quick start tests to verify that Password Reset still works. If you customized Password Reset, copy the quick start tests and configure them for your customizations.

Password expiration support

Collect password expiration data from third-party credential stores. This data is used to drive notifications to end users about password expirations.

Notifications prompt user for new password

Enable your customers to receive reminders and an update link when their current password is expiring.

Performance Analytics

Responsibility for indicator targets

Non-technical business experts, such as managers, can now be made responsible for targets in their own areas. Responsibility is assigned separately per unique indicator and breakdown element combination. Users granted this responsibility can change the targets they are responsible for.

San Diego

Targets are goals your organization wants to achieve. They show the difference between the desired and actual scores of an indicator on a certain date.

A target can be personal or global. A personal target is visible only to the user that created it and appears as a light line. A global target is visible to all users and appears as a dark line. Because you cannot share a personal target, it appears only in KPI Details and the Analytics Hub. Global targets can also appear on time series widgets.

Example: KPI Details with current target

In the following example, one target has been set on the indicator. That target was set on 1 March, with a review date of 20 March. On 15 March, the score was 26. The gap on 15 March is calculated as Target value - Score on selected date. The gap is therefore 4, or 13.3%.

KPI Details for Number of open incidents > Category: Network, showing target and that indicator is on track to be less than the target.

The card for the target in the Targets panel shows a different gap value. This gap is equal to Target value - Forecast score on the review date. If you enable Forecast in the Chart Options, you can see how this gap is calculated more clearly. In the following example, you see that the forecast score for the review date is 29 and the target is 30. The gap on the tile accordingly is one.

KPI Details with Forecast on and the review date chosen in the chart, showing that the score is expected to beat the target by 2.

An icon displays the status as On track, Off track, or Too early to track. This icon appears on both the chart and the Targets panel. The status is based on the predicted gap between target and score on the review date. Because the projected score is better than the target, the On track icon is displayed. Had it been worse than the target, the Off track icon would be displayed. If there hadn't been enough data to predict whether the target would be met, the Too early to track icon would be displayed.

Example: KPI Details with past target

When a target reaches its review date, it becomes known whether it has been met. The On Track, Off track, and Too early to track icons no longer apply. Instead, either a Met or a Not met icon is displayed. In the following example, the indicator met its target on the review date by a margin of two. On the card, the Gap information is replaced by the final score on the review date. This score is visible regardless of which date is chosen on the chart. The chart still displays the gap between the score and the target on the selected date.

KPI Details showing target that has been met.

Example: Past and current targets

When a target reaches its review date, it is no longer active. Usually you want a new target to take effect. When you add a new target, the expired targets are still visible, both in the chart and on cards. Here, a new target is added to the indicator after the target from the previous example has expired. This target is based on a 10% improvement to the previous target, as described in Create a target in KPI Details. The chart shows information about whichever target is in effect on the selected date.

KPI Details showing both an active and an expired target.

Create a target in KPI Details

You can set target values for indicators that apply only to specific breakdown elements and time series aggregations. The target starts to apply at a selected date and continues to apply until you set the next target. You can set a date on which you expect to reach the target, and set a new target then.

Before you begin

Role required: pa_target_admin to create global targets that are visible to all users. Any user who can view an indicator on KPI Details can view targets and create personal targets. Personal targets and thresholds are visible on KPI Details only to the user that created them.

A responsible user can create a global target to replace the target they are responsible for, regardless of role. For more information, see Responsibility for global indicator targets.

Procedure

Navigate to the workspace with the indicator you want to work with.

Open the KPI Details page for that indicator. Click the Analytics Center icon (Analytics Center icon.) to open the list of Your KPIs.

You can open the indicator from a indicator scorecard or the query results of Analytics Q&A, such as you find in the Analytics Center provided with the Base Agent Workspace experience

To limit the target to a subset of the scores, open the Filter and select a breakdown and a breakdown element. Filter icon highlighted on sidebar.

You can also select a 2nd-level breakdown and element.

Note: To add targets for multiple breakdown elements, see Add targets for multiple breakdown elements.

If you want the target to apply to a specific time series aggregation, select the time series.

For more information about time series aggregations, see Applying time series aggregations.

Click the target icon (Target icon.).

The Targets panel opens.

Click the Create Target icon (Target icon.).

Select either For everyone or For me.

The For everyone option creates a global target. The For me option creates a personal target.

You see all the existing global or personal targets on this indicator that apply to whichever breakdown elements or time series you selected. You can select and deselect breakdown elements or a time series interactively, and the list of targets updates.

Note: Instead of creating a new target, you can edit one of these existing targets. Select the tile for a target to edit that target. You can only change the absolute value of the target and the start and review dates. For more sophisticated target editing, see Edit targets in KPI Details.

In the Based on field, select either New value, Average score, or Previous target.

New value is an absolute value for the target that you enter. Average score selects the target as an improvement to the average score. You set the amount of the improvement. The average is calculated over the time span shown in the chart. This average is shown as a read-only value in the Average value field.

Previous target is available only if a previous target exists. The new target is a calculated value based on a change from the active target. The active target appears in the read-only Reference value field.

If you selected New value, enter the target value in the New value field.

If you selected Average score, or Previous targetcomplete the following options:

Option Description

Direction Select Increase or Decrease. Increase means the target will be higher than the average score or previous target, while Decrease means it will be lower. By default, the value corresponds to the indicator's direction.

Change Enter the amount by which you want the target to differ from the average score or previous target. This value can be in absolute units or a percentage.

% / Unit Set whether the change is an absolute unit or a percentage.

When you have completed these fields, the calculated target value appears in the read-only New value field.

Select a start date.

You can set a date in the future.

Select a review date.

The target applies from the selected start date until the start date of the next target, if any. If you do not define a later target, the target applies indefinitely. Thus, the review date serves as a reminder to consider changing the target. Whether or not you change the target value after review, consider selecting a new, future review date.

If you select a review date, you display a status icon on the chart indicating whether on that date you are on track to meet the target.

Note: KPI Details does not support overlapping targets. Only one target at a time can be active.

Click Save.

Example: Creating a target

It's October 1 and your Number of Open Incidents in the Network category has varied considerably for the last month, with a recent sharp upturn.

As an incident manager, you want the number of open incidents to go down. You are not sure from your scores on a good target to set. You would be happy if it stayed below the average for September. So you start by basing the target on the average score for that month.

Partly through creating a target in KPI Details, showing the calculated average score for September of 15.

You see that the average value is 15, but you are an optimist and think your team might do a little better. So you leave Decrease selected, as indeed you want the number of incidents to decrease, and select a change of one. Doing so gives you a target value of 14, one below the average.

Create target panel with target based on an average score but one lower.

Finally, you decide to put your target into effect on the beginning of the next month. You hope to reach the target by the end of the month, so you set the last workday of the month as the review date.

Create Target dialog showing start and review dates filled in.

When you click Save, you create your target. For an example of what such a target looks like in KPI Details, see Indicator targets in KPI Details.

What to do next

After you create a global target, make yourself or another user responsible for maintaining the target. See Responsibility for global indicator targets.

Edit targets in KPI Details

Retroactively change one or more existing targets from their start date instead of ending them and starting new targets from a later date. You can edit multiple targets to have the same value, the same change in value, or the same date.

Before you begin

Role required: pa_target_admin to edit all global targets. Any user with a personal target can edit that target.

A responsible user can edit a global target they are responsible for, regardless of role. For more information, see Responsibility for global indicator targets.

About this task

If you have multiple targets set on the same indicator, the Target Configuration panel in KPI Details lets you set them in bulk to have the same start date, review date, or value. As a manager, you can use this feature to modify targets for a set of segments.

You can change only identical target values to new values. You can change differing start and review dates to new, identical start or review dates. However, none of the new periods when the targets would apply can overlap the periods of other targets that match the same filters.

Note: An alternative interface is available for a quick edit of a single target. Open the Targets panel and select the tile for a target. You can change the absolute value and the Start and Review dates of the target. For more options in editing a target, or to edit multiple targets, use the following procedure instead.

Procedure

Open KPI Details for an indicator.

Click the target icon Target icon..

The Targets panel opens.

Click the cogwheel to open the Targets Configuration page.

Targets panel top showing config cogwheel.

The Targets configuration view opens.

Click Filter to set whether you see targets that have expired, targets that are currently in effect, or targets that will come into effect in the future.

By default, you see targets that are currently in effect and those that will come into effect.

Filter on Targets Configuration panel letting you choose whether to select any of past, current, or future targets.

To further filter the selection of targets, select the hidden filter icon on the right side of each column header.

You can filter or sort by item name, value, start date, or review date. In the following example, the Item column is about to be filtered for names containing priority. Only targets on the Priority breakdown will show.

Tip: You can filter on item name for either breakdowns or time aggregations. For example, filtering on 7d returns only targets on weekly time aggregations.

Filtering for targets only on the Assignment Group breakdown.

Select one or more targets.

Set new target values, either as an absolute value or through a calculation.

To set an absolute value for the targets, select None in Target calculation and an absolute value in the Value field.

To select a change from the current targets, select the following:

Field Value

Target calculation Current target (units) or Current target (%)

Direction Select Increase for the new target value to be higher than the current target or Decrease for the new value to be lower than the current target.

Change (units) or Change (%) The value either added or subtracted to the current targets to calculate the new targets, depending on the setting in Direction. The value you enter is either an absolute value (units) or a percentage.

For example, you have selected two targets with values of 20 and 5. You have also selected Current target (units) as the target calculation and Decrease as the direction. When you enter 2 in Change (units), the new target values are 18 and 3. If you instead select Current target (%) as the target calculation and enter 25 under Change (%), the new target values are 15 and 4.

Minimum target value The lowest value you want the target to have, regardless of calculation. You do not need to specify a value.

Maximum target value The highest value you want the target to have, regardless of calculation. You do not need to specify a value.

To select a change from the average score over a period of time, select the following:

Field Value

Target calculation Average score (units) or Average score (%)

First score The opening date of the time period over which to calculate the average score

Last score The closing date of the time period over which to calculate the average score

Direction Select Increase for the target to be higher than the average score or Decrease for the target to be lower than the average score.

Change (units) or Change (%) The value either added or subtracted to the average score to calculate the new targets, depending on the setting in Direction. The value you enter is either an absolute value (units) or a percentage.

Minimum target value The lowest value you want the target to have, regardless of calculation. You do not need to specify a value.

Maximum target value The highest value you want the target to have, regardless of calculation. You do not need to specify a value.

Select the start date, when the targets come into effect, and a review date.

You expect to meet the target by the review date, or at least to review progress then.

Add targets for multiple breakdown elements

Select multiple breakdown elements in the KPI Details target configuration panel. Add a target to each element. This target can be an improvement on a baseline instead of an absolute value.

Before you begin

Role required: pa_admin, pa_target_admin, pa_power_user, or admin

Procedure

Open KPI Details for an indicator.

Click the target icon (Target icon.).

The Targets panel opens.

Click the cogwheel to open the Targets Configuration page.

Targets panel top showing config cogwheel.

The Targets configuration view opens.

Select Add targets to breakdowns.

The Add Targets to Breakdowns button in the Targets Configuration view.

The Add targets to breakdown elements dialog opens.

Select one breakdown from the list of breakdowns for the indicator.

Select any number of elements for the breakdown and click Next.

Tip: If you have many elements to scroll through, sort or filter on a value in any of the columns. You can also click Filter and use the condition builder to narrow down the selection.

Set targets for the elements as described in Step 7 in Edit targets in KPI Details.

Set a start date, when the targets come into effect, and a review date.

(Optional) If you are calculating the targets from an average or a previous score, and you don't want the new targets to be above or below certain values, set minimum and maximum values.

In this dialog, a minimum value of 4 is set. No maximum value is set.Completed dialog for adding targets to multiple breakdown elements, with a minimum value set.

Select Add.

Result

Batch target creation happens asynchronously. You might see a progress bar.

Example: Configuring targets for multiple elements

Starting February 11, your company began tracking open incidents for each assignment group. By the end of the month, the number of open incidents assigned to your top 4 groups had varied from 18 to 60. The trends also were highly variable.

Open incidents for each of the 4 top assignment groups for February.

You would like consistent improvement across these four groups. Therefore, you want to set them targets that are equivalent despite the differences in absolute values. You also want to set the targets together. To achieve this aim, you open the Targets configuration view and click Add targets to breakdowns.

The Add Targets to Breakdowns button in the Targets Configuration view.

You select the Assignment group breakdown.

Selecting the Assignment Group breakdown in the Add target to breakdown element dialog.

You get a list of the elements of the Assignment Group breakdown. There are many elements. The four elements you are looking for all have "Support" in the name, so you filter the Name column on "Support."

Filtering elements for those with "Support" in the name.

The filter reduces the number of elements to browse to 9, from which you easily select the 4 that you want and click Next.

You can either specify a target value or base it on a calculation. The difference between HR Systems Support and the other three elements is too much to give all four elements the same target value. Therefore, you base the target on a calculation applied to each element.

Calculations can be made on the existing target or on an average score over a time period. There are no existing targets for these elements, so you must select an average score.

You can set the target either as a unit number improvement on the average score, such as 3 or 4.5, or as a percentage improvement. The scores are close enough that you could probably use a unit number. However, you decide to set the target as a percentage improvement on the average score.

Selecting a percent change to the average score as the basis for the targets of multiple breakdowns.

You take the average score from February 11 until February 28. You think 5% is a good improvement target for the next month, so you set the targets to begin March 1 and to review them March 31. You don't think you want to constrain the target values within a range, so you don't set maximum or minimum values.

Selecting the percentage value, the time range over which to calculate the average score, and the start and review dates of targets you are adding for multiple breakdowns.

After you click Add and dismiss the success message, you see the four targets that you created.

The targets you just created for 4 elements showing in the Targets Configuration list.

Here is a table with the targets you created and their values. All targets take effect on 1 March and are scheduled for review on 31 March.

Target Value (rounded to integer)

Assignment Group: HR Systems Support 20

Assignment Group: Oracle Support 31

Assignment Group: Technical Services Support 50

Assignment Group: Financial Systems Support 43

Responsibility for global indicator targets

A user can be responsible for targets on one or more Performance Analytics indicator/breakdown combinations (KPIs). Responsible users are expected to track progress towards the targets and can change the targets on their KPIs.

Responsibility is separate from access control list (ACL)-based roles. A target admin role, such as pa_target_admin, allows a user to create and edit global targets on any unique indicator/breakdown element combination (referred to here as a KPI). Such a role is normally restricted to a few Performance Analytics experts. However, a business-area expert, such as a manager, is likely to know more about the appropriate target to set for a specific KPI. Conversely, a Performance Analytics expert is unlikely to be able to maintain appropriate targets for all the KPIs in their organization.

Here the concept of responsibility comes in. A user with any role can be responsible for managing a KPI's global targets, which everyone can see. They can create a new target or edit the target for any KPI they are responsible for. Responsible users can create or edit their targets either in KPI Details or the classic Analytics Hub. However, they have this right only for KPIs that they were explicitly made responsible for. Also, if ACLs prohibit a user from viewing a KPI, they cannot be responsible for that KPI.

Only users, not groups, can have responsibility. Responsible users can assign responsibility for their KPIs to other users or remove responsibility from other users or themselves. A user can be responsible for the targets of multiple KPIs, and a KPI can have multiple users responsible for its targets.

Note: Responsibility for targets is independent of any other responsibility for a KPI, such as responsibility for signals.

A user with a target admin role has to create the initial global target for a KPI. After they create that target, they can assign responsibility to any user with any role, if the user can view the KPI. The responsible users maintain the targets for that KPI thereafter. The expected workflow follows:

A target admin creates an initial global target on a KPI. This target can be a meaningful value, or it can be a placeholder that a responsible user is expected to change.

The target admin makes themselves or a different user responsible for targets on the KPI.

At any point, the responsible users make other users responsible or remove responsibility from users.

The responsible users replace or edit targets for which they are responsible.

Note: You can assign responsibility to targets only in KPI Details. You cannot assign responsibility from a KPI Targets component.

Assign responsibility for targets

After an admin creates a target, assign responsibility for reviewing and editing the target to a subject matter expert (SME) in the business area.

Before you begin

Role required: pa_admin, pa_target_admin, pa_power_user, or admin.

Procedure

Open KPI Details in a Workspace.

Either:

Create a target, as described in Create a target in KPI Details.

Open an existing target, as described in Edit targets in KPI Details.

Click the cogwheel to open the Targets Configuration page.

Targets panel top showing config cogwheel.

The Targets configuration view opens.

Open the Responsibility tab.

Selecting the Responsibility tab in Targets Configuration.

Select one or more unique indicator/breakdown element combinations (KPIs).

In the Editing configuration items panel, select one or more users to be responsible.

You can select only one user at a time, but you can repeat the selection process as often as you want. Only users who can view all selected KPIs are available.

Selecting responsible users.

Click Update.

Result

The users you selected appear in the Responsible users column for the KPIs you selected.

Convert multiple homepages to responsive dashboards

San Diego

To continue using homepage content, convert your homepages to responsive dashboards. Homepage functionality isn’t available on new San Diego instances. On upgraded Next Experience instances, users can view existing homepages, but not create or edit them. Responsive dashboards and Next Experience experiences take over homepage functionality.

Before you begin

Important: Homepage functionality is not available on new San Diego instances. On upgraded instances with Next Experience enabled, users can view existing homepages, but not create or edit them. Responsive dashboards and the Next Experience framework take over homepage functionality.

Working with Next Experience dashboards

Working with responsive dashboards

Role required: admin or dashboard_admin

You may not want to convert all the homepages on your instance. Navigate to report_executions.list to see how many times users have run the reports on your homepages.

Procedure

Navigate to sys_portal_page.list.

This list contains entries for all of your homepages, dashboards, and dashboard tabs.

Select the homepages to convert. Check the box next to the Title heading to select all the entries on the page.

Homepages usually have a value in the Order column. Sort it in descending order to move the rows with a value to the top.

Select Action on selected rows > Convert to Dashboard.

Only a subset of your selection might be eligible for conversion. If so, the menu tells you how many dashboards will be converted. In this example, 11 rows are selected, but only one is a homepage.

Bulk conversion of homepages to dashboards with Actions on selected rows menu visible.

Result

The selected homepages are converted to responsive dashboards. A message shows the number of converted homepages with a link to the dashboards list.

Last updated: February 3, 2022

Tags: San Diego , Homepages

Feedback

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Turn on homepage render time

Create a global homepage or a homepage for specific users

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System Administration dashboard

Color schemes

San Diego

When a data visualization illustrates multiple indicators, breakdowns, or table fields, the colors of the different values can follow a color scheme.

Color schemes can apply to the following visualizations:

Time series and breakdown widgets that display multiple indicators or breakdowns

Widgets on breakdown dashboards when multiple elements are shown separately

Reports that group by or stack by table fields

Next Experience data visualization components that group by or stack by table fields

You can select a color scheme in the Color Scheme field when you create a widget. For an example, see Create a pie, donut, or semi-donut visualization for a breakdown widget. You can also design your own color scheme.

You don’t have to specify a color scheme. In this case, the default color scheme specified in the property com.snc.pa.chart_default_color_schema is applied if necessary. In the base system, this color scheme is Default UI14.

All color schemes are on the Chart color scheme [pa_chart_color_schemes] table, at Performance Analytics > System > Chart Color Schemes.

Starting in San Diego, the default color schemes use color definitions with the Qualitative themeable colors from the UX Theme Properties [sys_ux_theme_property] table. Next Experience must be activated for these colors to be used. Otherwise, the fallback colors from the color definitions are used.

Create a color scheme

Create a reusable set of colors available for reports, Performance Analytics widgets, and Next Experience data visualization components.

Before you begin

Role required: pa_power_user or pa_admin

About this task

Performance Analytics release notes

San Diego

The ServiceNow® Performance Analytics application is an in-platform process optimization solution. It enables organizations to set, track, and analyze progress toward goals. Performance Analytics was enhanced and updated in the San Diego release.

Performance Analytics highlights for the San Diego release

Track critical process metrics and trends.

Measure process health and behavior against organizational targets.

Identify process patterns and potential bottlenecks before they occur.

Continually visualize historical and real-time process statistics in role-based dashboards. The dashboards enable individual stakeholders to make informed decisions.

See the Performance Analytics landing page for more information.

Important information for upgrading Performance Analytics to San Diego

Conditional scripts for data collection jobs now run in a sandbox with restricted rights. This change can introduce script execution errors to existing conditional scripts. If you have scripted data collection jobs, consider testing the upgrade on a non-production build. Rewrite the scripts if necessary. For more information, see Script sandbox property.

New in the San Diego release

Responsibility for indicator targets

Non-technical business experts, such as managers, can now be made responsible for targets in their own areas. Responsibility is assigned separately per unique indicator and breakdown element combination. Users granted this responsibility can change the targets they are responsible for.

UI changes

New look for Performance Analytics

Performance Analytics has a new, modernized look and feel. For more information, see the Next Experience UI.

Targets in workspaces

The UI for configuring indicator targets in KPI Details has been redesigned. The new configuration is much simpler.

Themeable colors in reports and Performance Analytics widgets

Apply an alternate color for data visualizations to be used when a theme is applied to your instance. The default chart color scheme/color palette uses themeable colors from the base-system Qualitative theme. Themes are a feature of the Next Experience UI.

Changed in this release

Formula indicators support multiple element aggregation for percentages

On a formula indicator that calculates a percentage, when you aggregate multiple element values, you now get meaningful results. The elements are now applied to each contributing indicator before the percentage is calculated. Previously, the formula was calculated for each element and the results were summed, leading to percentage values over 100.

KPI Details shows statistics for the indicator

As part of attaining parity with the Analytics Hub, KPI Details shows the following statistics:

Mean

Median

Minimum

Maximum

Sum

Average

Change

Change %

Standard deviation

KPI Details shows statistics based on the selected date range, breakdown filters, and time aggregations. It honors statistics exclusions that are set on the indicator record. Statistics are not shown for real-time scores.

KPI Details shows target status

The indicator chart shows whether you are on track to hit your active target.

Faster loading time for breakdown widgets on dashboards

When a breakdown widget uses a breakdown source with a Related List condition on a table with a large amount of data, the load times have been improved in the following circumstances:

The “greater than or equal to 1” or the “greater than 0” Related List condition is used.

Filter conditions are empty in the Related List condition.

Improved forecasting methods

The naive methods for forecasting indicator scores have been upgraded to linear regression methods. The upgraded methods use all available scores over the evaluation period. The naive methods used only the first and last scores or the most recent season. As part of this upgrade, the older Linear and Drift methods have been replaced with a single Linear method. The calculation of the 95% prediction interval has also been improved.

Activation information

Complimentary Performance Analytics for Incident Management is active by default. You cannot create indicators or breakdowns with this complimentary application.

The full features of Performance Analytics are available with a subscription. Activate the Performance Analytics Premium plugin that matches your subscription. For details, see Activate your Performance Analytics subscription.

Related ServiceNow applications and features

Natural Language Query

Natural Language Query (NLQ) enables you to enter plain language questions into the user interface. This feature helps users get answers about their data quickly and non-technical users to get information more easily.

Performance Analytics uses NLQ in Analytics Q&A.