A new ServiceNow release — Istanbul — is now available. Istanbul has exciting new capabilities across ServiceNow products and platform:
To get a complete view of what's new, check out the details below:
IT Service Management
- ServiceNow Benchmarks: leverages the ServiceNow cloud to compare key performance indicators with those from companies of a similar size and industry to help drive continuous improvement.
- Change Advisory Board (CAB) Workbench: enables planning, scheduling and running CAB meetings directly from ServiceNow for an end-to-end change management process that improves the experience for administrators and participants.
- Surveys and Assessments: includes support for new question types with images and icons; multiple selections and ranking of selections; dependent questions based on previous user selections; ability to email public surveys directly from survey form, no user authentication needed.
IT Operations Management
- Event Management: Anomaly metrics enables setting threshold triggers against historical baseline data in order to identify unusual behavior of infrastructure elements that might cause service disruption or outages.
- Service Map Planner: Enables deployment of service maps in a guided process that structures, streamlines and centralizes key tasks.
- Cloud Management: Dashboard unification provides single view of key performance indicators of cloud resources across multiple providers to better help manage cloud sprawl.
IT Business Management
- Application Portfolio Management: Captures and consolidates information so teams can classify, measure, analyze and rationalize application portfolios.
- Project Portfolio Management (PPM): Delivers improvements in managing overall demand, and simplifies allocation of resources and tracking of time.
- Financial Management (FM): New forecasting capability (also used in PPM) helps show future impacts of current investments. Updated cost modeling and allocation set-up adds simplicity plus more analysis and reporting capabilities out-of-the-box.
Security Operations
- New and Enhanced Integrations: Adds integrations for Palo Alto Networks, IBM QRadar and Tanium. Enhancements include a configuration dashboard to enable configuration of any available security integration from within ServiceNow.
- Automated Threat Intel Lookups: Saves time and speeds remediation by automatically enriching incidents with indicators of compromise information from multiple threat intelligence systems.
- Embedded Orchestration Packs: Allows security teams to automatically execute basic tasks through integrations from within ServiceNow.
Governance, Risk and Compliance
- Out-of-the-box integration with Performance Analytics: Delivers continuous monitoring of controls, addressing gaps that occur between traditional point-in-time control assessments.
- Advanced GRC Dependency Modeling: Provides ability to understand risk dependencies across assets, services and processes and speeds business impact analysis.
- GRC Assessment Designer — Enables design of dynamic and powerful assessments that are specific to risk controls and eliminates manual reconciliation of evidence data.
Customer Service Management
- Expanded Support for Business-to-Consumer Scenarios: Updated data model includes consumer record types. Performance improvements allow for increased volume of data and traffic. A new customer service portal specifically for consumers includes self-service and individual registration. Anonymous and routed chats eliminate portal registration requirement and captures case details for fast, proper routing.
- Intelligent Case Assignment: Provides rules to dictate case assignment based upon agent availability, skills, and other criteria to speed resolution.
- Support for Orders and Defects: Customer Service Management cases can now track orders and defects, eliminating the need for agents to use multiple systems when servicing customers.
HR Service Management
- Delegated Administration: Enables HR team members to be admins for the HR Service Management application. Also provides HR additional levels of control over HR data and allows them to configure aspects of the solution without IT involvement.
- Lifecycle Event Model: Displays like-services based on employee life events — eg, promotion, transfer, marriage, and more — together for simplified employee and fulfiller experience.
- Case Management Optimization: Enables the addition of fulfillment instructions by case type on how to respond to a case for increased HR agent efficiency and faster resolution.
Performance Analytics
- Spotlight: Allows for combining and weighting multiple KPIs into a single measure to better pinpoint service performance hotspots.
- Responsive Canvas Updates: Enables quick changes to dashboard entities with a simple WYSIWYG drag and drop design. Provides ability to easily share dashboard with other stakeholders
ServiceNow Platform
- Automated Testing Framework: Accelerates application delivery by providing the ability to create, save and run automated tests to validate functionality prior to production deployments.
- Delegated Development Updates: Includes updates for assigning application development permissions to groups of users, and delegating additional resources, such as workflow, service portal and platform integrations permissions.
- Script Debugger: Speeds up development with live and interactive multi-user debugging sessions that allows pausing only the transaction and not the entire instance or session.
