The ServiceNow® store offers applications, features, integrations, and solutions for all digital business needs. With a continuously updating catalog of items for the various ServiceNow platform products, the store provides unique value-add items that can enhance the ServiceNow products an organization is using.
This Fact Sheet is an overview of the top innovations for the ServiceNow 2022 Q4 Quarterly Store release.
CUSTOMER EXPERIENCE
Field Service Management
Deliver experiences that drive customer loyalty
- Contractor Mobile: Equip contractors to increase first time fix with an easily accessible mobile app for viewing, executing, and debriefing work order tasks whether connected or offline.
TECHNOLOGY EXCELLENCE
IT Operations Management and Configuration Management Database (CMDB)
Automate and optimize technology service operations
- Automated service suggestions: Automate service mapping to visualize complex technology architectures using background machine learning (ML) that reads running process and network traffic to suggest high-fidelity system maps of business-critical applications or services.
- Cloud Native Operations: Discover and graph technology components in Kubernetes clusters in real time, as they spin up or down, and tap into the container discovery architecture to bring back agent client collector event and metric information. Help predict and prevent outages using AI routines that feed off that information to spot trends across app stacks.
IT Service Management
- Digital Portfolio Management enhancements: Understand how users access, navigate, and use features in Digital Portfolio Management to manage solutions. Prioritize new features, fix and improve existing ones, and make better planning decisions by integrating DevOps data to create a full view of applications.
- Workforce Optimization enhancements: Increase employee satisfaction in scheduling by incorporating agent-specified shift preferences in an automated manner.
Security Operations
Transform security operations
- Cloud Configuration Compliance Dashboard: Identify cloud container vulnerabilities and configuration violations in your cloud environments, and manage prioritization, assignment, and remediation from a centralized dashboard.
EMPLOYEE EXPERIENCE
Workplace Service Delivery
Enable a hybrid workplace
- Workplace Scenario Planning: Leverage a visual stack planner for workplace managers to understand and experiment with different workplace changes and what-if scenarios for optimizing how space is used by department, floor, or building.
- Multi-building Reservations: Reserve similar spaces simultaneously across different buildings, campuses, or sites while planning for an event or team collaboration.
HR Service Delivery
Boost employee productivity and engagement
- Success Dashboard: Deliver actionable, data driven insight on HR processes and operations from a central dashboard to improve on and add greater self-serve opportunities.
- Employee Center Professional – Dynamic Topic Pages: Enable content authors to easily build topic-based pages using a simplified content drag-and-drop editor to curate and help simplify how employees find what they need.
Legal Service Delivery
- Legal and HR better together: Streamline transfer and escalation processes for employee complaints between HR and Legal, helping ensure prompt action and privacy is maintained while keeping parties informed throughout. Issues can be transferred by HR for Legal investigation and will trigger a pre-defined legal matter tasks workflow that includes interviews and evidence collection.
OPERATING EXCELLENCE
Legal Service Delivery
Drive efficiencies through global business services
- Catalog Builder: Create, configure, and deploy new legal intake forms for simple legal requests with automated routing processes. Easily publish to the Service Catalog and Employee portal without the need for an IT or development resource.
Supplier Lifecycle Management
Transform procurement operations
- Supplier 360: Equip a 360-degree view of all activities with a supplier, including open issues and related activities, within context of all information known about a supplier.
Strategic Portfolio Management
Drive strategic outcomes
- Alignment Planner Workspace (APW) enhancements: Enable planners to quickly create, manage, and share flexible portfolio plans based on their desired way of visualizing and grouping work to uncover planning insights that drive strategic outcomes.
- Advanced Goal Framework: Empower leaders to track how work contributes to strategy and monitor goal progress in real time by enabling target actuals to be collected and aggregated automatically from multiple sources within the Now Platform®.
Environmental, Social, and Governance Management
Activate ESG across the enterprise
- ESG reporting content packs: Accelerate time to value by providing ready-to-use content from common ESG frameworks and questionnaires, including the UN Sustainable Development Goals (SDGs) and the Task Force for Climate-Related Financial Disclosures (TCFD), as well as pre-defined metrics and emission factors.
- Integration with Urjanet (an Arcadia company): Automate and accelerate the capture of audit-ready energy and carbon emissions data via out-of-the-box integration with Urjanet software, now part of Arcadia.
HYPERAUTOMATION AND LOW-CODE
App Engine
Accelerate innovation with low-code app dev
- App Engine Management Center – Application Usage: Gain insight into the use of custom apps in production to proactively reduce risk, prioritize upgrades, and identify candidates for depreciation. In a tightening economy, properly plan for and support apps that are critical to the efficiency of an organization based on day-to-day usage, and sunset apps that use resources beyond their effectiveness.
- App Engine Studio – Workspace Builder: Drive value by enabling developers to manage dashboards, build lists, and customize record pages in one no-code workspace.
THE PLATFORM FOR DIGITAL BUSINESS: PRODUCTS, SERVICES, PARTNER SOLUTIONS
Platform Foundation
- ATF Test Generator and Cloud Runner: Improve the quality of apps and accelerate testing speeds with AI-powered testing and verification. The Cloud Runner capability comes from the ServiceNow acquisition of DotWalk in 2021.
INDUSTRIES
Government
Serve individuals, organizations, and agencies on one platform
- Service Request Playbook: Shorten cycle times for non-emergency citizen requests, such as the U.S. 311 system with an out-of-the-box solution to digitize public services and fulfill requests transparently. Guide workers to fulfill service requests quickly and consistently and allow citizens to submit requests anytime, anywhere, and from any device.
Banking
Optimize banking processes and integrations with secure and intuitive hyperautomation
- Branch Manager Dashboard: Empower branch managers with visibility across business domains, a holistic view of branch operations, and the ability to easily raise requests on behalf of clients, with real-time dashboards built specifically for their role.
- Financial Services Operations Integration with Jack Henry Associates: Help reduce development time, increase speed to market, and provide seamless client servicing with real-time visibility into accounts and transactions.
Insurance
Digitize personal lines claims with seamless end-to-end automation
- Personal Lines Claims: Provide the digital and transparent claims journey that customers expect with curated workspaces to compile information in one centralized location, minimizing manual work and disparate systems, and providing real-time visibility into claims status.
Telecommunications
Optimize network investment and launch services fast
- Integrate Network Inventory and Service Delivery: Deliver a seamless order management service experience by initiating workflows to design and assign network resources through integrating Order Management for Telecommunication (OMT) and Telecommunications Network Inventory (TNI). Change requests associate customer ordered services with resources that exist in the network inventory database.
Technology
Give enterprise customers frictionless, proactive service experiences
- Proactive Service Experience Workflows: Empower technical support to quickly identify customers impacted by an incident, communicate directly with them about a plan of action, and auto-generate proactive case flows for fast and transparent incident resolution.
- Remote Choice in Service Bridge application: Give enterprise customers a better experience by ensuring that they see the most up-to-date field options in their service catalog. Pull field option data directly from the technology provider’s ServiceNow instance to help prevent errors.
Check out these top features and all the new features in the ServiceNow Store, available November 2022.
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