Workplace Service Delivery - What's new in the May'25 Release
This blog is a deep dive into the new features for the May 2025 release of the Workplace Service Delivery (WSD) Store Apps.
Please note that this is a summary of the most notable items, not an exhaustive list. For full details, refer to the Product documentation and release notes on the ServiceNow Store.
New features:
- AI for Workplace Service Delivery - Help Manage Workplace Reservations
- AI for Workplace Service Delivery - Manage Temporary Space Closures
- Workplace Services Kiosk – QR Code Check In, Badge Generation, Capture Guest Picture, and Policy Acknowledgement
* This blog will cover WSD’s general feature release and enhancements. For an exclusive Gen AI blog, please visit the WSD Agentic AI May' 25 release blog
Enhancements:
- Workplace Space Management - Scenario Planning Enhancements
- Support for workplace entity
- Modify the level of opacity in map view
- Workplace Case Management – Reservations and Workplace Cases Edits
- Edit requested services from the My request overview page. Changes made to requested services will not recreate a case
- Workplace Connectors
- Data summarization for badging, occupancy, environmental and Wi-Fi data
- Move to Metric base for efficient data storage and retrieval
- Workplace Calendar Sync & Workplace Reservation Management - Handling Conflicts with Outlook
- Enable approvals from Outlook and handle conflicts
- Workplace Service Delivery for Mobile – Reservation Recommendations
- Define workplace preferences
- Get suggestions on available spaces based on set preferences
- Workplace Indoor Mapping - CAD Editor enhancements
- Improved display of CAD errors
Workplace Services Kiosk Enhancements
Persona: End user: Visitor/Visiting Employee, and back-end configuration: Workplace team
Roles: sn_wsd_kiosk.admin and sn_wsd_kiosk.operator (for configuration and setup) and sn_wsd_kiosk.viewer (for displaying the experience on the kiosk)
Plugins: Workplace Core, Workplace Visitor Management, Workplace Services Kiosk
The Kiosk enhancements for the May '25 release introduce enhancements such as badge generation, which gives kiosk administrators access to customizable badge templates to accommodate their different needs. Additional enhancements include the ability to capture digital signatures for policy acceptance, enhancing security, Ability to capture visitor’s picture and lastly, QR code scanning has been added for check-in and check-out, making the overall user experience faster.
- QR Code Check-In and Check-Out
Previously, users could check in by providing the passcode they received, their email address, full name, or phone number capture in their visitor record when an internal host created the registration. With the May '25 release, visitors can also use a QR code which will be received once registered by an internal employee, to facilitate and accelerate the check-in process when visiting the workplace.
Example of an email sent to a visitor once registered by an internal employee.
- Capture the visitor’s picture
An additional step can be included in the check-in flow for visitors to have their picture taken upon check-in.
When enabled the Services Kiosk will use the front camera of the device to take a picture of the visitor.
The picture of the visitor will then be stored in the visitor’s registration record.
- Badge generation
The admin can choose what appears on the badge and select a template for printing.
With the latest enhancements, Kiosk administrators can customize badge printing templates to include all the information visitors need on their badges. This improvement integrates with Workplace Service Delivery for badge creation
- Collect signatures for the policy agreement.
Digital policy signing has been introduced to enhance security. Rather than simply tapping "Acknowledge," visitors can now sign the organization's policies using the signature pad when configured by the organization.
During check-in, the kiosk prompts visitors to review and sign the designated policy. The signed document is then stored as an attachment on the Visitor Policy Confirmations page.
Note: Currently, this functionality is limited to the kiosk experience; email acknowledgments do not include a signature pad feature.
Workplace Space Management - Scenario Planning Enhancements
Persona: Space Planner
Roles: sn_wsd_spcmgmt.space_planner
Plugins: Workplace Core, Workplace Central, Workplace Space Management, Workplace Move Management, Workplace Indoor Mapping.
The new enhancements to Workplace Scenario Planning allow space planners to view and manage data by workplace entity. This enables better organization of teams by hierarchical levels and more efficient space reallocation and assignments, optimizing space within parent entities.
Workplace Entities can represent parts of an organization, such as departments or business units, in a structured hierarchy. This helps manage workplace locations based on the organization's structure. Learn more about Workplace Entities here
- Scenario Planning by Workplace Entity
The Scenario Planning experience is accessed from Workplace Central. Space planners can create new scenarios using the Space Optimization tab.
Once the scenario is created, the Space Planner can choose to be more granular and select the specific levels of the Workplace Entities the scenario should be viewed by. If the Space Planner wants to look at the scenario by Workplace Entity, they can select that option on the screen's right panel.
When updating the scenario plan, by Workplace Entity the Space Planner can click on the parent entity to understand the hierarchy it follows.
After the changes are saved, the “Space Deployment Plan” tab can be accessed to view the changes in assignments and allocations that will be made once the scenario gets approved.
This enhancement gives Workplace planners more flexibility by allowing them to increase the space count for a given entity. Workplace entity supports more detailed team level configurations, enabling planners to tailor space allocations more accurately based on team needs, supporting better planning and utilization.
- Enable Map Opacity Configuration for Scenario Planning
A new opacity control has been added to the map settings within Scenario Planning, allowing visibility adjustments from 1% to 100%. This feature enhances the ability to view underlying space allocations and improves color differentiation. It is available both in Map-Based Space Administration and Scenario Planning, ensuring a consistent user experience.
Workplace Case Management: Case Edit for Reservations and Workplace Cases
Persona: Workplace Admin
Roles: sn_wsd_case.admin
Plugins: Workplace Core, Workplace Reservation Management, Workplace Case Management
As part of the Case Management enhancements, existing cases can now be edited directly without having them recreated when edited. This improvement reduces the creation of duplicate cases, streamlining back-end operations for Workplace and Catering teams. Maintaining a single, continuously updated case minimizes confusion, and teams are enabled to manage requests more efficiently.
- Workplace case
Workplace Admin Configuration: To use the case and reservation edit enhancements, the first step is to enable the “Allow request modifications” for both of them.
Within the Workplace Service Catalog, Admins can enable “Allow request modifications for case and reservation”
Employee experience: To make any edit to an existing request, the employee simply needs to edit the request that they have previously submitted through the employee center in My Requests.
Employees have the option to remove or update services that they had initially added to a request such as changes in the catering, parking, Wi-Fi access and inviting colleagues or external guests.
- Workplace reservation case
From the employee perspective, the process for submitting and managing reservations remains the same. Employees can continue to create a reservation, edit the date, or add additional services as they normally would. However, with this enhancement, any updates made to a reservation will automatically be reflected for the Workplace Team, ensuring they receive all changes within the same reservation record without the need to create new cases.
When employees submit a reservation, they have the opportunity to make updates according to their needs.
Once the employee makes the necessary updates, they’ll automatically be reflected in the backend without having a new case created so the Workplace and Catering teams can see said changes and take action on them.
Workplace Connectors
Persona: Workplace Admin
Roles: sn_wsd_wc.manager, sn_wsd_wc.admin and sn_wsd_wc.user
Plugins: Workplace Core, Workplace Central, Workplace Connectors
The Workplace Connector enhancements include introducing two new data tables: a target table that captures detailed device connection data, and a summary table that aggregates occupancy information by location. These updates support more accurate, floor-level occupancy tracking and enable integration with features like location directory views and automated check-in/check-out workflows.
To better support high-volume time-series data like Wi-Fi connections, Workplace Connectors leverages MetricBase which is a platform feature that works as a database for time series data, designed to help collect, analyze and visualize time-based data from different sources. Glide tables are still used for referencing this data within the platform, ensuring continued compatibility with existing workflows.
The new target table stores raw Wi-Fi connection data, including information about all devices connected to the network. It captures granular level data that feeds into the occupancy analysis.
The summary table, generated via a scheduled job, aggregates this data by location to provide usable headcount insights. Wi-Fi-based occupancy is limited to floor-level granularity, unlike sensor-based data which can go down to the space level.
In addition to the new data structures, Workplace Connectors now consolidates previously separate occupancy and environmental data into a single table, simplifying management and aligning both data types to shared location mappings. These enhancements continue to support existing features, including visual occupancy indicators in the location directory and automated check-in/check-out logic tied to reservations.
Workplace Service Delivery for Mobile
- Reservations Recommendations for Mobile
Persona: Employee
Roles: sn_wsd_concierge.admin
Plugins: Workplace Core, Workplace Concierge, Workplace Reservation Management, Workplace Service Delivery for mobile, Workplace Case Management
The Workplace Reservation Management enhancement introduces reservation recommendations to the mobile experience. For employees who regularly come into the office, the reservation recommendations suggest available workspaces based on their attendance and the presence of their colleagues, making it easier to find and reserve the right space.
The main benefits of this enhancement to the mobile experience are:
- Quick workspace reservations based on each employee’s set preferences (location, neighborhood, equipment).
- Smart suggestions, up to 10 spaces recommended for you.
- Suggests seats near collaborators if selected.
- Changing the office location updates suggestions automatically.
- Shows who's in the office and related insights.
To access the reservations recommendations, an employee must follow the steps below.
Step 1: Go to homepage in mobile and set in office preferences such as location, campus, building, neighborhood etc.
Step 2: View the suggestions on the main screen or the calendar view of the available spaces that meet the set preferences.
Step 3: In a single click, reserve the suggested space, suggest another space or proceed to go to advanced reservation if none match the requirements needed.
Setting preferences is a one-time action the Employee will take; however these can be edited at any time.
Workplace Reservation Management / Workplace Calendar Sync - Handling Conflicts with Outlook
Persona: Workplace Admin
Roles: sn_wsd_rsvsync.admin
Plugins: Workplace Core, Workplace Reservation Management, and Workplace Calendar Synchronization
The May’25 enhancements improve the management of room booking conflicts by detecting and handling them. This reduces delays by automatically flagging unresolved bookings, ensuring better sync reliability with Outlook.
WSD now waits for Outlook's full approval before confirming room bookings.
If a room requires approval, the reservation remains in Awaiting Approval until Outlook provides confirmation.If a reservation is declined in Outlook, it will be automatically canceled in WSD to keep both systems in sync.
When an employee makes a reservation through the Employee Center, location directory, Outlook, or mobile app, the space will be locked once the reservation is confirmed.
After a reservation is confirmed and the space is locked, it will no longer be available for others to reserve. Any further attempts to book that space will be automatically declined.
