A new ServiceNow release — Helsinki — is now available. The new applications and features in this release are focused on consumerizing the service experience and accelerating time-to-value.
- Easily deliver insanely great apps: Service Portal Designer provides a standards-based framework for anyone to create delightful user experiences.
- New service portals: Out-of-the-box portals for IT, HR and Customer Service.
- Deliver responsive and intuitive experiences on any device: New iPad app and mobile web functionality deliver device-optimized mobile experiences.
- Keep an accurate pulse on your business: New drag and drop widgets allow instant creation of dashboards, plus real-time data refresh for up to the minute tracking.
- Go from zero to go-live in record time: IT Service Management Guided Setup is based on ITIL best practices.
- Get immediate assistance when and where you need it: IT Service Management Contextual Help complements Guided Setup and provides content that's relevant to the page a user is on.
- Confidently visualize and manage your CMDB: CMDB Health Dashboard allows for easy management of CMDB by compliance, completeness and correctness.
- Quickly enable developers across the enterprise: Delegated Development empowers non-admin developers company-wide, while retaining IT governance and control.
To get a complete view of what's new, check out these great new capabilities from across the entire product portfolio and platform:
Service Management
- IT Service Management: Delivers new service portal based on Service Portal Designer while also allowing for customization with widgets and templates. Guided Setup accelerates time to value with predefined steps to configure incident, problem, change, service catalog and more. Contextual Help provides assistance when and where you need it based on the page you are on and also includes links to relevant ServiceNow documentation if more is needed.
- Customer Service Management: Targeted communications enable proactive outreach to customers to reduce case volume. Special handling instruction alerts improve agent productivity by highlighting defined rules for accounts, contacts, assets, or case handling. New customer service portal, based on the Service Portal Designer, enables customer self-registration and management reducing agent workload. Central dispatch provides flexible scheduling and assignment of work order tasks based on availability, proximity, and skills. Mobile enhancements streamline field technician activities such as creating part requirements, viewing asset usage, and removing assets.
- Security Operations: New ServiceNow Threat Intelligence application supports integration of multiple threat intelligence feeds to accelerate threat identification. New built-in security workflows compress the time to identify and contain security incidents. Security business impact scoring calculates incidents and threats allowing for effective prioritization.
- HR Service Management: New modern service portal, built with the new Service Portal Designer, supports the complete employee lifecycle. Twenty pre-built services across common centers of excellence (Benefits, Payroll, Employee Relations, and more) streamline the interaction between employees and HR. eSignature allows completion of documents using username and password, typed name or a drawn signature.
Business Management
- Project Portfolio Management: Program and portfolio workbench enables program tracking in a single view for improved decision-making and reporting. New capability allows grouping projects and demand together as "programs," allowing "program" level changes to cascade throughout the group, saving time and reducing data entry errors.
- Financial Management: Bottoms-up cost planning plus top-down budget allocation allows for robust financial planning and analysis in one system.
- Governance, Risk and Compliance: New ServiceNow Policy and Compliance application operationalizes compliance controls that support business and IT operations. Re-designed ServiceNow Risk Management application enables real-time risk management, measures the financial impact of risks and accelerates remediation. New ServiceNow Audit Management application uses risk-based audit to optimize productivity, eliminate recurring audit findings and reduce costs.
IT Operations Management
- CMDB: Health Dashboard provides a single view of the quality of data in the CMDB using completeness, correctness, and compliance scores. The dashboard includes a remediation framework for taking action to improve CMDB data quality.
- Event Management: Shows alert groups within a timeline visualization and allows creation of incidents by alert group, speeding remediation of service outages.
- Cloud Management: Enables cost transparency and visibility into cloud costs through daily ingest of billing information from multiple public cloud providers and auto-generated reports that include ability for drill-down.
Application Development
- Delegated Development: Enables IT to be the at-scale platform-as-a-service (PaaS) provider to the enterprise. IT can assign developer privileges to non-admin users across the enterprise while retaining governance and control of the platform, applications and data.
- Source Control Integration: Distributes source code between ServiceNow Studio and a third-party service, Git, providing for more agile development options.
- ES5/JavaScript 5th Edition Support: Delivers a modern JavaScript experience for increased developer productivity.
Platform
- Service Portal Designer: Provides the ability to create engaging and modern experiences with simple drag and drop designer capabilities.
- Native Apple iPad Application: Tap into the power of the ServiceNow platform directly from an iPad with a native iOS experience.
- Edge Encryption: Tokenization capability identifies and masks a pre-defined pattern of characters leaving remaining data within the same field unaffected.
- Connect: New automatic notifications and @mentions improve real-time collaboration between team members.
- Visual Task Boards: Pivot lanes to a different field without creating a new task board, drag and drop lanes and archive an entire lane at once for added flexibility.
- Performance Analytics: Allows creation of dashboards via drag and drop widgets. New capability provides real-time trend information within forms. Mobile integration empowers users with actionable information and dashboards directly from an iOS device.
To see this new functionality in action, please visit DemoNow
