Product Support for Technology release notes

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read

    • The ServiceNow® Product Support for Technology helps your technical support teams identify your impacted customers, communicate directly with them, escalate a case if needed, and auto-generate cases for faster issue resolution. Product Support for Technology was enhanced and updated in the Australia release.

    Product Support for Technology highlights for the Australia release

    Australia Early Availability
    • Use analytics dashboards on the Service Delivery Overview page to improve usability and operational visibility.
    • Use the customer impact tab to improve operational clarity, reduce navigation time, and manage the Proactive Service Experience Workflows (PSEW) processes.

    See Product Support for Technology for more information.

    Important:
    Product Support for Technology is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

    New in the Australia release

    Australia Early Availability
    Service delivery overview
    Use Service Delivery Overview L1 menu to access the analytics dashboards. The Service Delivery Overview enables you to access charts and summary data on metrics such as proactive cases, account escalations, SLAs, channels used, core KPIs, and more. The Service Delivery Overview page is available in Service Operations Workspace in all releases. For CSM/FSM Configurable Workspace, it is available only in the Zurich and Australia releases.
    Enhancing customer impact visibility for PSEW processes
    Use the customer impact tab in the incident, change, and problem case records. This tab shows key metrics and insights across customer accounts, reactive cases, and install base items. It improves visibility and streamline decision-making during PSEW processes. You can also generate proactive cases and communicate with customers or consumers.

    UI changes

    Australia Early Availability
    Service delivery overview
    The Service Delivery Overview L1 menu is added to the Service Operations Workspace and CSM/FSM Configurable Workspace.

    Removed in this release

    Australia Early Availability
    • The Analytics tab is removed from the customer account view.
    • The Notify Customers UI action is removed from the case record.

    Activation information

    Install Product Support for Technology and Proactive Service Experience Workflows by requesting them from the ServiceNow® Store.

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