Help us welcome in the latest Now Platform® release. New York — is now available!
Now Platform Release Fact Sheet: New York
New York release is now available (Summary Blog)
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Q. Are the ServiceNow approvals work with external authentication systems like siteminder or Azure with ServiceNow mobile platform?
A. You can easily build new integration hub connectors to bring in external approval requests from other systems.
Q. What are the enhancements to DevOps from Madrid in the New York release?
A. Our new DevOps product, announced at Knowledge 19, is due for release through the ServiceNow Store after New York and before the end of this year. It will support both Madrid and New York and take advantage of newer capabilities like Change Policies to automate change requests. You'll also see some enhancements within IT Business Management around areas like Scaled Agile Framework support.
Q. Is there a roadmap in place for a path to JavaScript ES6 on the ServiceNow platform?
A. At this point I have not seeing any published information regarding ES6. That's not to say the product team isn't considering it, only that they haven't made anything public yet. I invite you to put in an enhancement request on HI. Our product managers DO listen.
Q. Will there be any update to the look and feel of the interface (i.e. UI17)?
A. We are looking to update the UI components in the next few releases. Nothing in New York, but stay tuned... some exciting stuff coming.
Q. What is the difference between the standard Service Now mobile app and Now Mobile?
A. The ServiceNow Classic app is our legacy mobile app and remains available for use. Now Mobile is a brand-new app built with our latest mobile capabilities that helps employees find answers and get stuff done across IT, HR, Facilities, Finance, Legal and other departments.
Q. How does ServiceNow work with and partner with RPA (Robotic Process Automation) with tools like UIPath?
A. RPA is on our radar. Look for more information in upcoming releases.
Q. It is great to preach mobile - but the extra costs - Application Engine - custom table costs - extra license lifts. So yes you can build it all but no one at ServiceNow talks about the extra costs of doing so. A simple mobile application to digitize a workflow could run you tens of thousands of dollars. Will ServiceNow ever talk pricing of all this? Or is ServiceNow worried it will scare off people? Or is pricing too complicated to get a clear picture? Guided app creator - you could develop and app the all of a sudden costs you thousands in license uplifts at time of true up.
A. We see that a lot of customers need extended mobile capabilities, because their users are demanding this. We do ship out of the box Mobile solutions for all our products, including ITSM, CSM and HR to name a few. These mobile apps are included into the subscription for our ServiceNow applications and out of the box mobile solutions do not need additional licenses. If you want to create a mobile experience for a custom application, that is build using App Engine licenses, the mobile experience does not create additional custom tables. It is consuming the existing tables that have been built in the custom application and does not lead to additional costs. We are very transparent in our pricing and offer support to our partners as well. We also share our best practices on application development, so you can develop efficient custom applications. See our best practices section on the developer.servicenow.com page: https://developer.servicenow.com/app.do#!/documentation?v=newyork. Scroll to the bottom of that page for the three best practice guides that we have available for you.
Q. Is NLU supported in multiple languages or English only?
A. NLU models are available in English today. Support for additional languages can be provided through an integration with IBM Watson Assistant.
Q. What changes are in New York apply to DevOps, Pipelines and Release Management?
A. The ServiceNow DevOps product will be releasing off-cycle through the ServiceNow Store later this year and will support both the Madrid and New York releases. Our first use cases involve connecting existing DevOps tools including Jira, GitHub and Jenkins to ServiceNow to consume data. That data from your existing pipeline can help automate the Change process, validate Controls from GRC, and provide Insights into the end-to-end development process. Accelerating the Release Management functions are on our roadmap.
Q. Siri only? Any android integration?
A. Now Mobile, Mobile Agent, and Mobile Onboarding are all available for both iOS and Android.
Q. What languages virtual agent supports and can you add your own language library?
A. Virtual Agent NLU is available in English today. Support for additional languages can be added through an integration with IBM Watson Assistant. If you're referring to the responses Virtual Agent provides, you can provide translations as described in this document: https://docs.servicenow.com/bundle/newyork-performance-analytics-and-reporting/page/administer/virtual-agent/concept/localize-va-topic.html
Q. Where can I find more information about MS Teams integration?
A. There are two integrations available, NOW Actions (a MS Teams bot integrated with Platform Notifications): https://docs.servicenow.com/bundle/newyork-servicenow-platform/page/administer/notification/concept/... And via IntegrationHub https://docs.servicenow.com/bundle/newyork-servicenow-platform/page/administer/integrationhub-store-..., and downloadable from the Store at https://store.servicenow.com/sn_appstore_store.do#!/store/application/05b59658b7332300ce53d818ee11a9...
Q. I downloaded the Mobile Now app but it does not let me sign into our instance. Is there a licensing requirement for the new Mobile technology?
A. There's no licensing component, but you do need to make sure the mobile app supports the version of ServiceNow on your instance. I recommend reaching out to customer support if you've got technical questions. Now Mobile and Mobile Onboarding will work on New York or later instances.
Q. Are you planning to add support for partner-built UI components that customers can add to the chatbot flow?
A. Custom script actions can be created, but we cannot comment on future plans at this time.
Q. Can we no longer build legacy, globally scoped apps in Studio? I do not see that as an option when I create new apps.
A. You can create global apps in Studio. There is a property you can set, but we strongly encourage you to build scoped apps for security reasons, source control and other features. If you feel you MUST create and maintain global apps/components in Studio, I invite you to reach out to customer support for details.
Q. Will NLU be a subscribable feature, or will be available as core functionality?
A. NLU is a core platform functionality, but use of Virtual Agent requires a Pro package subscription.
Q. Was the mobile App Creator in Madrid or is this totally new?
A. Madrid had some basic mobile app creation tools in Studio. New York brings some great new capabilities and focus on the employee as well as the Agent experience (released in Madrid)
Q. When will more emphasis be placed on change and release integration and workflows that would be cross module?
A. We have built integrations with our DevOps capabilities to make change management more seamless. Change Approval Policies allow for faster change execution so the roadblocks are removed.
Q. What subscription is needed to be able to use NLU?
A. NLU is a core platform capability, but use of Virtual Agent requires a Pro package.
Q. Which of these features are additional cost? Workspace etc?
A. Agent Workspace and our new mobile capabilities are available at no extra cost as part of the base license
Q. Do we have all this AI technology embedded on HI Portal? Sometimes it is hard for us and HI engineers to figure out what goes wrong in our Infra/DB.
A. Yes, the HI Portal uses this technology.
Q. What Service Reporting features are new within this release?
A. If you're asking about the Reporting enhancements, we've added new out-of-the-box content and you'll start to see the new chart designs appear in Workspace views. If you're asking about “Service Portal” reporting features the mobile app can render service portal reports and dashboards as a web view within the mobile application. Native charting functionality will be available in an upcoming release.
Q. Are there any plans for hardware asset management innovations?
A. Yes! In our NY release, we now have Mobile My Assets, Mobile Asset Receiving, and HR asset onboarding. We plan on expanding and enhancing our HAM capabilities in future releases.
Q. Does Now Mobile more easily support the paradigm of creating new records directly on a form better than Agent mobile? (i.e. not necessarily using a service catalog item or record producer)?
A. The experience for forms in Now Mobile and Mobile Agent will be the same.
Q. Is Now Mobile App available for Developer Instances?
A. Yes. You can point the mobile app at a personal developer instance (ex. dev12345.service-now.com) and it will work just fine.
Q. Is the ServiceNow Agent app the same as Now Mobile or different?
A. Mobile Agent is a separate app for fulfillers that was originally available with the Madrid release. It has also received significant updates in New York.
Q. When will NLU be ported to the Android platform?
A. Virtual Agent with NLU is available from a browser interface, iOS, and Android.
Q. The Watson usage, is it free or do we need to contact IBM to use within the platform?
A. The Watson Assistant integrations for Virtual Agent require licensing from IBM.
Q. Will Agent Workspace support custom forms?
A. Not in the New York release. But this capability is coming soon to the platform.
Q. How do you implement Employee Service Delivery without making IT the escalation point and scapegoat when support doesn't meet user expectations?
A. HR Service Delivery is its own scoped application, complete with out of the box escalation rules from Tier 1 to Tier 2 and/or SMEs within the organization. HR Surveys and analytics are provided out of the box to ensure HR is empowered to continue to deliver excellent employee service. The solution is built within a framework that allows HR business users to configure and maintain their own application, separate and apart from IT.
Q. I liked your Operation Workspace. From my understanding "Alerts" aren't in ServiceNow. 1. Did this required a plugin? 2. Did you have integration available with other systems like CA UIM?
A. ServiceNow ITOM Event Management collects events from many existing sources to aggregate, correlate and displays them as alerts in Operator Workspace. 1) Operator Workspace will replace the current Event Management dashboard and is under Limited Availability (LA) in New York. As such, you need to request to be part of the LA program so that we can install this additional plugin. 2) We do have a CA UIM connector available on the ServiceNow Store.
Q. Are existing service catalog items (custom & native) easily converted to mobile friendly versions?
A. Your existing catalog items will be rendered on mobile without any extra work needed
Q. Does Mobile yet use voice rec?
A. I'm going to assume you are asking if the mobile app supports voice-to-text, yes, that's built in to both iOS and Android so we support that natively.
Q. ServiceNow is a very competent app for IT applications. What can you do in the Finance space?
A. We have a new product, Finance Operations Management. It is released in this release. Check it out on our website: https://www.servicenow.com/products/finance-operations-management.html
Q. Does the Now Virtual Agent have to be ServiceNow's virtual agent, or if my organization has its own IT chat agent, can we integrate it with the app?
A. Currently (as of New York) we work with the native Virtual Agent or integration to IBM Watson. Additional integrations may be available in the future.
Q. Is agent workspace available for HR Case in New York?
A. HR Agent Workspace is currently under limited access availability in New York, and will be generally available in Orlando.
Q. How does the operator automation orchestration fit with change management requirements?
A. The automation flows can be designed to create change requests with automated or manual approval before performing actions, and then update the change request with the results of the actions.
Q. Which license roles do I need for implementing approval roles and how does this affect license costs if I have thousands of approvers in my organization? Which cost effective solutions do exist?
A. With NY, we have made available better approval capabilities with a new role called the "Business Stakeholder". In the future, we will be adding more capabilities to the Business Stakeholder role.
Q. You should point out that Now Mobile and Now Agent are separate apps. I don't think your response to: "Is the ServiceNow Agent app the same as Now Mobile or different?" was sufficient.
A. Now Mobile is intended for requester personas across the organization and Mobile Agent is intended for fulfillers.
Q. Is Change Management available on mobile?
A. Change Management approvals are available out of the box today. Change Tasks will be added as part of our future releases. You can, however, use the Mobile studio to enhance and add use cases that we are missing today.
Q. Is Mobile Available for Windows Phone?
A. Mobile apps are only available for iOS and Android.
Q. Can you pick and choose what you want to show on the Mobile App?
A. Yes, you can specific by roles, who sees what applets.
Q. Is orchestration for operator workspace still available? I thought you could not get orchestration licensing anymore?
A. "Orchestration" was likely a broader term for our Integration Hub and orchestration solutions. It is still available as part of the Integration Hub feature.
Q. Will the Connect Chat support multi languages?
A. Virtual Agent supports localized responses: https://docs.servicenow.com/bundle/newyork-performance-analytics-and-reporting/page/administer/virtu.... NLU is English-only today, but support for additional languages is available through integrations with IBM Watson Assistant.
Q. Is the Onboarding app included with the core functionality? Or is there a subscription?
A. Onboarding app is included as part of the Enterprise Onboarding and Transitions product. This can be a part of the Enterprise package from HRSD, or can be licensed separately. The app is no additional cost to customers of EO&T.
Q. Any New Integrations plugins available with the new release?
A. We are releasing many new IntegrationHub spokes on a monthly release cycle (outside the major software releases). We've got lots available on the store now and more coming all the time. For the latest, check out https://store.servicenow.com/sn_appstore_store.do#!/store/search?category=IntegrationHub&orderby=new....
Q. Will the Saba Cloud courses be updated with this new release, or will we have to use only the Now Learning system to get updated information about New York Platform?
A. Now Learning will be the primary source for training about New York. See https://nowlearning.service-now.com/lxp
Q. Does this work with SSO?
A. Yes, if the platform is configured for SSO, mobile will honor those settings.
Q. Is Mobile Onboarding part of ITSM Pro module?
A. Now Mobile and Mobile Agent are platform-wide capabilities that are included with each product subscription. The mobile apps are all available as free downloads from the Apple App Store and Google Play Store, but user functionality varies depends on your entitlement. For Onboarding, you will have access to the app but will need HRSD Professional to access the Virtual Agent functionality. This is the same for Now Mobile.
Q. Any improved user experience on mobility in regards to Notify and on-call scheduling?
A. These updates will be coming in the next release.
Q. Will "Service Desk Call" available out of the box?
A. Yes it is available out of the box. But we have some major updates in this space. Please reach out to bharath.padaki@servicenow.com and I will direct you to the right Product Owner to discuss existing features and future roadmap for Service Desk Call.
Q. Is virtual agent available for ITSM Standard?
A. You need ITSM Professional in order to take advantage of Virtual Agent functionality. ITSM Professional provides many additional features as well like Vendor Manager Workspace, Service Owner Workspace, Performance Analytics, Predictive Intelligence and Continual Improvement Management.
Q. How do you add conversations to the Virtual Agent for CSM used for PeopleSoft Financials
A. You can add additional conversations using the Virtual Agent Designer, within the application 'Customer Service Virtual Agent Conversations'. There are some out of the box conversation topics for your reference. NLU models can be added via Studio.
Q. The Mobile On-boarding App Requires the full HRSD modules correct? I believe you have to have HRSD Enterprise for this? Or at least Enterprise Onboarding & Transitions V2?
A. Mobile Onboarding is included as part of Enterprise Onboarding & Transitions. This can be purchased as part of a package from HRSD (included with Enterprise package) or can be licensed standalone. There is no additional cost for our new mobile apps!
Q. Any plans to integrate Now Mobile with Google Assistant natively?
A. This is not available in New York. We cannot comment on future capabilities.
Q. Would creating custom Mobile apps have additional licensing fees?
A. For the creation of Custom Mobile Apps, the Now Platform App Engine subscription is needed. We also ship out of the box mobile solutions for our ServiceNow Applications, these are included into our subscription and do not need additional licenses.
Q. Is this mobile APP RGPD compliance?
A. Data security details are provided here: https://docs.servicenow.com/bundle/newyork-mobile/page/administer/tablet-mobile-ui/concept/sg-mobile...
Q. Are Client Scripts and UI Policies (UI Screen Policies) better and more fully supported on the NY Agent Mobile or NY Now Mobile app than in Madrid?
A. Sorry no, they are basically two different development technologies. Client scripts and UI policies are designed to be web focused, the native mobile app is not HTML based. Native app does support UI policies but not UI scripts.
Q. Is there any way we can export records with sysids?
A. Your best bet is export to XML using the Export> XML on the list menu. This option includes all record attributes including the sys_id, date created, date updated, and more.
Q. I have noticed I have to Agent app or Classic Mobile app if I install Now Mobile App. Is that a requirement?
A. There is no requirement to remove the Classic app in order to use Now Mobile, Mobile Agent, or Mobile Onboarding.
Q. Can we automate this one step of clicking to create a ticket or a major case based on predetermined conditions?
A. This is a configuration available when you set up the Alert rules. We ship default manual behavior, but you can switch this to be automated. You can definitely create an incident or a major incident automatically based on an alert management rule.
Q. Can custom apps be put in Mobile?
A. Yes. It is very easy to build a mobile experience for a custom application. The instance does need to be on a Madrid release and then you can use Studio to build the mobile experience for your custom application using the available templates. You can also build on the developer instance, these have been migrated to New York already. This is a great way to experience the power of Now Mobile capabilities and you can test them yourself. We have nice hands-on labs on developer.servicenow.com
Q. What key changes are coming for ITBM module?
A. Check out this article on our Community site to see what's new for ITBM for NY.
Q. As a customer I'd like to see those functionalities in Hi portal services.
A. HI is always one of our first customers to adopt the latest innovations. Since your question doesn't specify which functions, I can only speculate that we've already got as many of the New York features implemented on our customer support site, HI.
Q. Any free trainings available for building mobile apps on developer platform?
A. Yes. We have a few labs on the developer portal ready for you.
Q. Is SABA still available for Partners?
A. The Live Training (ILT) PEAK courses use Saba for registrations and to check pre-requisites to approve attendance. All other Partner content has been moved into Now Learning. See https://nowlearning.service-now.com/lxp
Q. What is the best source of training for an Internal Systems Product Manager that champions ServiceNow?
A. See https://nowlearning.service-now.com/lxp?id=overview&sys_id=7f7c2b24db1e7300de3cdb85ca961931&type=pat... for more information.
Q. Today I see ServiceNow classic app in Google App store, is there a new app for New York release?
A. Yes, you should find Now Mobile, Mobile Agent, and Mobile Onboarding if you search for ServiceNow.
Q. What's the difference between Saba portal and Now Learning?
A. Now Learning is the ServiceNow-based solution for training that you have used Saba for in the past. However, Live Classes will still be handled in Saba for now. See https://nowlearning.service-now.com/lxp
Q. The new training site does not show cost for courses unless you enroll. Is there another way to know the cost of a course without enrolling?
A. At this time, costs are only displayed in Saba for Live Classes. We do not have an estimate on when that will change.
Q. If a Custom App is already built out can it be put into Mobile Now?
A. Yes. But your instance needs to be on Madrid or higher. You can build the mobile experience in Studio using no code tooling. And for the user, they need to download the correct App (Agent) from Apple or Google Play store.
Q. I have noticed I have to uninstall Agent app or Classic Mobile app if I install Now Mobile App. Is that a requirement?
A. No, you should be able to have all the apps installed.
Q. Do you need to go through the training first before you can schedule/complete a System Admin certification? Or you can write the test without the training?
A. A customer would first need to go through the Path/training prior to taking the exam.
Q. Any chance ServiceNow is going to offer a report designer to customize horizontal AND vertical placement of fields per report row? Always curious about new release announcements.
A. We cannot comment on future functionality right now, but this is not available in New York.
Q. Will now learning include the learning that we have done on Saba cloud?
A. Each customer’s training history is being ported over to Now Learning, we’re still in the process of doing so, but most recent activity should appear in the Now Learning account.
Q. Is the mobile app standard or is it an add on?
A. The Now Mobile and Mobile Agent apps are standard parts of the platform. Mobile Onboarding requires an Enterprise Onboarding and Transitions license.
Q. Any updates on SN Knowledge? What has been done to improve Knowledge?
A. Check out the "What's New" blog for some of the big new features in Knowledge Management.
Q. For the Classic Mobile App there is a Web UI with $m.do. Will there be a version for Mobile Agent and new Mobile App as well? Would be helpful to run demos to clients over computer screen share.
A. Android and iOS have multiple methods of screen sharing via cables or wireless broadcast. We recommend you use one of those methods.
Q. Is Mobile App supporting Domain separation?
A. Domain separation in this application is supported at the Data only level, meaning it supports the data security model of separating visibility of data from one domain to another. More can be found on the DOCS site, under New York.
Q. Does the mobile support different languages?
A. The mobile app is localized in the following languages. Dutch, German, French (France), French (Canada), Spanish (Spain), Portuguese (Brazil), Portuguese (Portugal), Hungarian, Czech, Finish, Russian, Italian, Polish, Turkish, Thai, Chinese Simplified, Chinese Traditional, Japanese, Korean, Norwegian and Swedish.
Q. How do I find out more information about the Knowledge Application in ServiceNow and in the New New York release?
A. View the CSM Spotlight recording. Also, check out the documentation: https://docs.servicenow.com/bundle/newyork-release-notes/page/release-notes/customer-service-managem.... This will be the most complete. And there are community blogs also describing the features.
Q. How to migrate existing apps the new mobile Now App?
A. We've provided a mobile migration guide on the ServiceNow Community.
Q. Will you support Hebrew language for NLU?
A. NLU support is English-only today, but additional language supported can be provided through an integration with IBM Watson Assistant.
Q. If you build custom apps or use existing is there additional licensing involved?
A. Licensing varies over time. To avoid publishing dated material, always check with your ServiceNow account team to understand what you are entitled to and what requires licensing.
Q. Within the Federal arena, I know many clients have on-prem ServiceNow, what can you NOT do on an on-prem instance?
A. According to the release notes (https://docs.servicenow.com/bundle/newyork-release-notes/page/release-notes/available-versions.html) The following products are not approved for FedRAMP in New York: Benchmarks, Document Viewer, Instance Data Replication, and ServiceNow mobile.
Q. How, as a non-coder, can I provide solutions to my company using the NOW platform?
A. We have an online guide available just for no-coders (https://developer.servicenow.com/app.do#!/catlist/CitizenDevGuide?v=newyork). A more detailed eBook (No Code Apps for Dummies) will be published in the next few weeks and hard copies will be made available at several of our Now at Work events this fall including London, Sydney, DC, Tokyo and Frankfurt. I also invite you to take a look at our Developer Meetups to gain insights from like minded people. See if there is a chapter in your area by visiting this site: https://meetup.com/pro/servicenowdevprogram/
Q. Will you be releasing an update to http://designsystem.servicenow.com/#!/ as it says it hasn't been updated since Istanbul?
A. There are no plans to update the designsystem site. It defines our standards for standard lists and forms (aka classic UI). There are no plans to change the classic UI therefore there are no plans to update the website also.
Q. With the new onboarding, what options are also built-in for HR, IT, Facilities to be notified when an employee leaves the organization? A. The Enterprise Onboarding & Transitions product allows you to task various departments like IT, Facilities, Legal in addition to HR through the Lifecycle Event engine for onboarding, offboarding, transfers, and other cross-departmental use cases.
Q. Is there now a native integration with Salesforce?
A. Yes – the IntegrationHub spoke for Salesforce https://store.servicenow.com/sn_appstore_store.do#!/store/application/86699231cb4033000fba433df8076d...
Q. Did you try this new features of the chat with integrations like API's from IBM?
A. There are 2 different Virtual Agent integrations with IBM Watson Assistant. Catch the Now Platform Spotlight session for more details!
Q. To download the mobile app, do we have to be currently on New York to use it?
A. Your instance needs to be on Madrid or higher. For the mobile apps for the user, they need to download the suitable app on the App Store (Apple Store or Google Play).
Q. What is the licensing term for Mobile App?
A. We ship out of the box mobile solutions for our ServiceNow Applications, these mobile applications are included into the subscription. For using Now Mobile on custom application built on the Now Platform, you need to have an App Engine subscription.
Q. Does an agent using Operator Workspace see the Dashboards and reports within the same client? We had an issue in Agent Workspace in the past.
A. Not quite familiar with the challenge you're describing, but Operator Workspace and Dashboards should all be viewable within the same user session. Note that Operator Workspace is an ITOM dashboard while Agent Workspace is a service desk application.
Q. Is there additional cost for custom apps built by our teams in ServiceNow?
A. For the creation of Custom Mobile Apps, the Now Platform App Engine subscription is needed. We also ship out of the box mobile solutions for our ServiceNow Applications, these are included into our subscription and do not need additional licenses.
Q. Do our instances have a QR code page for the mobile app?
A. You can configure the QR code with these instructions: https://docs.servicenow.com/bundle/newyork-mobile/page/administer/tablet-mobile-ui/task/create-qr-lo...
Q. I am a FedRamp customer and with the new iteration, I understand Paris is the soonest we can go mobile. I am also wondering since we use BlackBerry, can I wrap it in the BES container?
A. We cannot comment on Paris functionality right now, but check here for the latest on Blackberry and mobile apps: https://docs.servicenow.com/bundle/newyork-mobile/page/administer/tablet-mobile-ui/concept/blackberr...
Q. Is the Natural Language functionality included as a platform feature?
A. Yes, NLU is a platform feature. Use of Virtual Agent requires a Pro package.
Q. As far as customization maintenance is concerned, has anything changed from how it was in London to the New York release?
A. We've added even more ATF tests and support running tests in parallel, so it's easier and faster than ever to perform automated regression testing on your customizations making it easier to upgrade.
Q. Are there any changes to licensing with New York?
A. For App Engine there are no changes to licensing. We publish new Spokes for IntegrationHub on the ServiceNow Store every month, that are added to their respective IH package – see the IntegrationHub at https://www.servicenow.com/upgrade-schedules.html to see Spokes by package.
Q. Is NLU enabled on the demo instances for the NOW app?
A. Yes, try using the phrase "Book a conference room"
Q. Where on the ServiceNow Community can I find CSM & HR related updates for the New York release?
A. The CSM "what's new" blog is here. The HR "what's new" blog is here.
Q. Is there anyone experienced with implementing the virtual agent in NY? How long is it taking? What's the effort to get it fully functional? A. We've provided over 40 out-of-the-box conversations for the most common IT, CSM, and HR requests so you can get started in a matter of minutes. Topics can be added and enhanced incrementally.
Q. Is the Now Platform included in the cost of the purchase of ServiceNow or is there an extra cost?
A. The Now Platform capabilities are included in your ServiceNow Application subscription. Some capabilities like Virtual Agent, Predictive Intelligence and Performance Analytics require a Professional or Enterprise package subscription. If you want to build custom applications, Now Platform App Engine subscription is needed.
Q. How much do you plan to support Hebrew with the new NLU and virtual agent?
A. NLU support is English-only today, but additional language supported can be provided through an integration with IBM Watson Assistant.
Q. Can you publish mobile apps via an MDM platform such as inTune to manage who can see/ access our environment?
A. Yes, MDM administrators can create distribution/accessibility policies for managed devices. ServiceNow supports many MDM platforms including Intune, Airwartch, MobileIron, Blackberry, and others. Check out the support docs for more details:https://docs.servicenow.com/bundle/newyork-mobile/page/administer/tablet-mobile-ui/concept/intune-md....
Q. Is everything presented in the keynote out of the box functionality? Or are there different modules with licenses attached to them?
A. Most are included with the platform (Guided App Creator, the Mobile client) some require licensing (IntegrationHub.) That being said, you may be entitled to the free IntegrationHub starter pack depending on when you purchased/renewed. I invite you to reach out to your account team to better understand what you are currently licensed for and pricing options.
Q. Will Classic app continue to work with NY (until we can get moved to new apps)?
A. Yes, the Classic app remains available, but will be deprecated at some point in the future.
Q. Do we need a Now Platform App Engine subscription for partner-created apps that we purchase?
A. This depends how these partner created apps have been acquired. If through the ServiceNow Store and it is a paid app, an App Engine runtime subscription is included in the Store purchase. If it was a free App in the Store or built by a partner, you will need to have an App Engine subscription or bundled custom table entitlement. Your reseller or your ServiceNow sales rep is able to support you in this.
Q. Do the Classic Mobile become deprecated?
A. The Classic app will be deprecated at some point in the future. We are not investing in new feature functionality of the legacy app anymore and encourage customers to transition to the new mobile app.
Q. Can Now Mobile recognize what country an employee is in so that the help they are directed to is specific to them?
A. You can collect the user’s geolocation from action items, but not in scripted data items.
Q. Are the new employee & onboarding mobile additional license fees?
A. No additional fees are required to access our mobile apps; however, functionality of the apps will depend on your existing product licensing. For Mobile Onboarding a license for Enterprise Onboarding and Transitions is needed.
Q. The pending approval tasks are not listed on Agent mobile, My Pending Approvals applet when I'm a delegated person or an approver. Did you face this issue? I didn't try but maybe there is the same issue on Now Mobile as well.
A. Please raise a request on HI if you're experiencing a technical issue.
Q. What about exporting and exploring data model like a map and with zoom view?
A. Mobile apps support a map layout with data items displayed as points. You can zoom in and out with pinch controls.
Q. What are the licensing models for each of the new products such as Virtual Agent Now Mobile, Mobile Onboarding?
A. Now Mobile and Mobile Agent are platform-wide capabilities that are available with any license. Use of the Mobile Onboarding app requires HR Enterprise Transitions and Onboarding license. Use of Virtual Agent in any mobile app requires an ITSM, CSM, HRSD, or App Engine Professional package.
Q. Will the new Mobile app retire ServiceNow Classic?
A. The ServiceNow Classic app remains available, but our latest innovations are only available in the new mobile apps.
Q. Are we going to be able to bring in multiple positions for an employee in the New York Release?
A. Yes, an employee may have multiple jobs or positions stored in ServiceNow for increased personalization and efficiency.
Q. The new mobile app asks for a QR code or URL, can we get the QR code from our instance or is this a customization for something else? A. The QR code login can be created with this process: https://docs.servicenow.com/bundle/newyork-mobile/page/administer/tablet-mobile-ui/task/create-qr-lo...
Q. So if client scripts and UI policies are not available in the new app paradigms, what are the options for controlling UI behavior conditionally, for record/ticket entry and creation, in the new mobile paradigms? This is a big gap for some of our largest use cases.
A. The mobile studio has UI policies specifically for the mobile client to control visibility and mandatory based on conditions.
Q. Are all the dashboards and reports shown in desktop available on Native Mobile App?
A. This is not available in the New York release. Service Portal w/dashboards & reports can be shown as a web-view on mobile. We are working on bringing in native reports/dashboards in future release.
Q. Is NLU included with the demo instances of the NOW app?
A. Yes, try using the phrase "Book a conference room" with Virtual Agent
Q. The integrations with IBM of the Virtual Agent is a new feature of NY? We will have a link with all the details?
A. There are 2 supported integrations with IBM Watson - the IBM Watson Assistant chat integration and the IBM Watson Assistant Entity and Intent integration. You can learn more in our product documentation on the specific capabilities of each of the integrations.
Q. You wrote that for the creation of Custom Mobile Apps, the Now Platform App Engine subscription is needed. What is the situation when a customer has a license for the PROD04076 ServiceNow® Now Platform Custom Application and not the Now Platform App Engine? Is it allowed to develop custom applications with this subscription?
A. For the creation of Custom Application a Now Platform Custom Application (Legacy SKU) or a Now Platform App Engine SKU (Current SKU) is needed. If you want to build a custom mobile application with Mobile Studio (Introduced in Madrid release), then the Now Platform App Engine SKU is needed. With a Now Platform Custom Application (Legacy SKU) you are only entitled to the Classic Mobile Solution.
Other Q&A from the New York release broadcast
Q&A from the New York release broadcast - Now Platform
Q&A from the New York release broadcast - Human Resources (HR)
Q&A from the New York release broadcast - ITOM, IT Operations Management
Q&A from the New York release broadcast - Software Asset Management (SAM)
Q&A from the New York release broadcast - ITBM & ITSM
