The Hidden Gems of ServiceNow: 5 Features You Might Be Overlooking

[SaaniyaC]

When we think of ServiceNow, the usual suspects come to mind—Incident Management, Change Requests, Knowledge Articles, and Self-Service Portals. These are the obvious heroes of the platform, and rightly so. But beneath the surface, ServiceNow hides a collection of lesser-known features—quiet workhorses that can drastically boost productivity, simplify complex workflows, and give your developers (and admins!) an extra edge.

This blog isn’t about what's obvious. It’s about those "oh wow, I didn’t know that existed!" features that you’ll wish you’d used earlier.Whether you’re a developer, administrator, or process owner, here are five hidden gems in ServiceNow that deserve a spotlight.

1. Data Stream Actions in Flow Designer

Why pull all the data at once when you can stream it smartly?

What it is:
A Data Stream Action lets you fetch and process large volumes of data in batches instead of retrieving everything at once. Perfect for mass data processing or integration scenarios.

Why it’s a gem:
Avoid timeouts, reduce strain, and stay in control while working with large datasets.

Example:
A telecom company syncing 50,000+ asset records nightly switched to Data Stream Actions and cut execution time by 40%—with zero API failures.

Use cases:

• External CMDB syncs

• Historical data extraction

• Scheduled mass updates

💡 Pro tip: Combine with Batch Actions or Script Includes to apply record-level logic during streaming.

2. Document Templates in Agent Workspace

Documents at your fingertips—automated, formatted, and ready to send.

What it is:
Auto-generate formatted documents (PDFs, DOCX) from case or task records—right from Agent Workspace.

Why it’s a gem:
Saves time and ensures consistency in recurring documents like letters, approvals, or forms.

Example:
HR agents reduced onboarding document creation time by 70% by using templates linked to case records.

Use cases:

• Offer letters, promotion approvals (HR)

• Policy or asset confirmations (IT)

• Purchase approvals (Procurement)

💡 Pro tip: Upload templates with placeholders like ${caller.name} or ${assigned_to.department} for dynamic population.

3. AI Search for Workspace and Portal

Search that understands what you mean—not just what you type.

What it is:
AI Search delivers context-aware, relevance-ranked results using Natural Language Understanding (NLU). No more relying on exact keywords.

Why it’s a gem:
Boosts findability of Knowledge Articles, Catalog Items, and Records—leading to faster issue resolution.

Example:
Typing “reset password for laptop” returns a KB article titled “Recover Machine Access” thanks to AI Search’s contextual awareness.

Use cases:

• ITSM/HRSD portals

• Knowledge Base queries

• Workspace agent lookup

💡 Pro tip: Use AI Search Analytics to measure which content drives results—and optimize it.

4. Delegated Development

Empower your teams to build—without opening the admin floodgates.

What it is:
Let non-admin users develop Catalog Items, Apps, Flows, and more—safely within scoped boundaries.

Why it’s a gem:
Decentralizes development, reduces backlog, and accelerates innovation—all without compromising control.

Example:
A finance team built their own quarterly expense tool in a delegated scope—freeing up central IT resources and reducing turnaround time.

Use cases:

• Department-specific workflows

• Scoped business apps (HR, Finance)

• Proof-of-concept app dev

💡 Pro tip: Use Application Picker to assign scopes and track all changes via Update Sets or Source Control.

5. Performance Analytics Widgets with Thresholds

Real-time indicators that drive decisions—not just data dashboards.

What it is:
Color-coded PA widgets give visual cues when KPIs cross thresholds (e.g., SLA < 90%).

Why it’s a gem:
Transforms raw metrics into clear insights. Leaders get visual feedback instantly—without digging through charts.

Example:
A CIO dashboard with a red alert on SLA compliance led to rapid intervention—restoring KPIs in just two weeks.

Use cases:

• SLA breaches

• Change backlog

• Reopen rates

• CSAT score tracking

💡 Note: Some PA widgets are available in non-premium licenses. Great starting point for impact tracking!

The beauty of ServiceNow lies in its depth and flexibility. These five features are often overshadowed by the "main modules"—but they pack tremendous value when used right.Even if you’re a seasoned pro, it’s always worth exploring new corners of the platform. Because sometimes, what seems like a minor feature can be a major unlock for efficiency and innovation.

[valalves]

Thanks for sharing! Quick question regarding number 4. Delegated Development. Is there any additional guidance you can share such as a playbook for how to implement and govern, and also where we can learn more about license implications, if any?

Thanks in advance

[Paige Duffey]

@valalves - I would start here with the Citizen Development hub on the community. 

As far as licensing implications, that really depends on what's being built. You can create a Scope and delegate permissions to do things within that scope without any real licensing implications. Licensing comes into play based on what's being built. If you are building out a full application with tables, fulfillers, etc, then you typically need licensing for that. But technically anything can live within a scope, it does not have to include tables or additional fulfiller roles and what not. You could, as an example, build a catalog item that lands on the request table, has a flow, and the fulfillers are people with existing itil licensing and it may fall under your existing licensing. Ultimately, you'd want to ask your account team, but it's based on what's being built. Not the scope or delegated dev permissions themselves.

Lastly, there are some tools that are tied to App Engine licensing that are not available unless you have that licensing that help you to build apps and govern delegated developers (such as AEMC, Creator Studio, etc). But the basic ability to grant delegated development rights to a user based on a scope is a platform feature.

Hope that helps!

[valalves]

Thank you so much @Paige Duffey !