Highlights for all Washington DC features and products

Cumulative release notes summary on highlights of Washington DC features and products.

Review the product highlights to learn what's new in Washington DC.

Application or feature	Details
AI Search	Washington DC Patch 9: Expand search recall by indexing content from knowledge blocks. Washington DC: Display concise, actionable answers for plain language searches using Natural Language Query Genius Results. Increase search performance by skipping automatic query resubmission for searches with two search terms. Improve recall and consistency for synonym searches by retaining search terms defined as stop words. See AI Search for more information.
API	Use server-side JavaScript APIs in scripts to change the application functionality. Run client APIs whenever a client-based event occurs, such as when a form loads, a form is submitted, or a field value changes. Use inbound REST APIs to interact with various ServiceNow functionalities within your application. See API implementation and reference for more information.
Accounts Payable Operations	Take advantage of automated purchase order matching through invoice processing workflows. Integrate third-party applications with Accounts Payable Operations to process inbound invoices, outbound invoices and approve invoice payment using the integration framework. Support processing of credit notes sent by suppliers using Accounts Payable Operations. Visualize the workflow of invoice processing cases using Playbooks. See Landing page for Accounts Payable Operations in Source-to-Pay Workspace for more information.
Adoption Services	See the new feature content for the products and the user roles that are needed for these products. See the What's New tab that is displayed in the Help Center to learn about new features. See Adoption services for more information.
Advanced AI Search Management Tools	Analyze search trends from the preceding six months using the AI Search Analytics dashboard's Date range interactive filter. Understand your mobile search traffic with support for the Mobile Platform search application in the AI Search Analytics dashboard's Search application interactive filter. See Platform Analytics Solution for Advanced AI Search Management Tools for more information.
Advanced Risk	Implement a parallel review and feedback workflow where second and third-line risk users can review records, provide feedback, and monitor closures. Create management reports directly in Microsoft Word by using the information that is available in the records through the Management reporting of Risk application. Use auto-save to reduce the number of clicks that a user has to make. Improve the maintenance and flexibility for object-based risk assessment methodologies. You can enable one methodology to assess multiple record types or multiple methodologies to assess the same record type. Approve and reassign multiple risk assessments in bulk. See Advanced Risk Assessment for more information.
Advanced Work Assignment	Added a system property to keep pending_accept state work items in the Agent Inbox until the assignment times out even when the Max Wait Time is met. See Advanced Work Assignment for more information.
Agent Chat	Automatically generate chat summarizations for conversations that are transferred between requesters, virtual agents, and live agents. See Exploring Agent Chat for more information.
Agent Client Collector	Use the enhanced system properties for agent Discovery, automatic MID Server selection, and error message logging to monitor the Agent Client Collector policies and framework configuration. Use the configuration data files to provide the data from an instance directly to an agent. Retrieve the metrics for Azure policies in the cloud. See Agent Client Collector for more information.
Agent Workspace for HR Case Management	Enhance the security of documents that are attached to a case by adding permission requirements on who should read or edit the documents. Use personal notes to add sensitive or rapidly changing information that you don’t want to include in the case history or work notes of a case. See Agent Workspace for HR Case Management (Configurable) for more information.
Agent experience for CSM	Simplify your CSM Configurable Workspace configuration by using record pages that leverage logic such as presets, controllers, and extension points. Perform common actions in the user interface using keyboard shortcuts. Benefit from accessibility improvements to create a configurable workspace that supports Web Content Accessibility Guidelines (WCAG) 2.1 Level AA conformance. See Agent experience for more information.
App Engine Studio	As of AES version 25.2, use generative AI to create apps from text prompts. Add missing roles for workspaces with a new modal in Workspace Builder. Take advantage of a standardized builder theme for AES and Workspace Builder. Use the added support for Creator Studio roles, collaboration requests, and app creation requests in App Engine Management Center (AEMC). See Build apps using App Engine Studio for more information.
Application Manager	Learn about the dependency needs of your applications with Application indicators. Filter options based on progress state in the Activity Log. Learn about an application before installation with the pre-installation modal pop-up. Discover if an Installation is blocked if the dependency is in a Must Be Licensed state. Locate an application that may meet the criteria you're searching for with partial search. See Application Manager for more information.
Application Portfolio Management	Find the digital integration and API connection details and view the APIs that are created from the design specs of the digital interface. Also, view the environments where the APIs are deployed, and group them as required. View Application Portfolio Management (TRM) and Technology Reference Model (TRM) life-cycle information in a Gantt chart format within the Business Application view in the ServiceNow® Enterprise Architecture Workspace. View a roadmap for your business capabilities and business applications in the Strategic Portfolio Workspace from the Enterprise Architecture Workspace. Add or request a TRM hardware product and product life cycle. ServiceNow® Technology Portfolio Management (TPM) extends support for setting technology standards for hardware. See Application Portfolio Management for more information.
Application Vulnerability Response	Import application information from your GitHub repositories with the GitHub Repos Integration. The Software Bill of Materials applications support SBOM files in CycloneDX and SPDX standards. Get the overall summary of active application vulnerabilities with visualizations of all or prefiltered active application vulnerabilities in the Application vulnerabilities tab on the new Vulnerability Manager Workspace landing page. Import Interactive Application Security Testing (IAST) and Dynamic Application Security Testing (DAST) data with the Invicti Vulnerability Integration. See Application Vulnerability Response for more information. for more information.
Audit Management	Manage your documents and work papers with Audit Management as cloud files. Link the cloud files to any GRC record and share a single cloud file with multiple records. Manage access permissions on the cloud files. See Audit Management for more information.
Automated Test Framework	Reduce upgrade and development time by replacing manual testing with automated testing. Design tests once and reuse them in different contexts and with different test data sets. Keep test instances clean by rolling back test data and changes made after each test run. Create and schedule test suites to organize and run tests in batches. Reduce test design time by copying quick start tests and test suites. You can also create custom test steps to expand test coverage. See Test your apps with the ATF for more information.
Benchmarks	Experience the new Benchmarks dashboard with an enhanced user experience that provides you with KPI data, performance trends, and indicator scorecards. See Benchmarks for more information.
Business Continuity Management	Configure new fields in the dependency assessment and mark them as required or optional by configuring the UI policy with the admin role. Automate the recovery tasks for faster disaster recovery (DR). Schedule an auto-update of the dependencies in the business impact analysis (BIA) based on the source data and relationships in the Configuration Management Database (CMDB). Get email notifications with the details of the BIA dependency updates from the application. Schedule an auto-update of the related assets in the plans based on the source data and relationships in the CMDB and BIA. Get email notifications with the details of the planning dependency updates from the application. Add the dependencies of the impacted assets manually in the events and exercises from the CMDB, BIA, and plans. See Business Continuity Management for more information.
Case management for CSM	Streamline customer interactions by creating routing rules for all customer engagement channels, including voice, and automatically assigning work to the best available agent with the right skills, expertise, and capacity. Improve the customer experience with guided processes on the Customer and Consumer Service Portals that lead customers through the case lifecycle, from creation to completion. Optimize customer service delivery with a comprehensive view of business locations. Provide agents with the location context they need to create cases and resolve issues quickly and accurately. Support internal and external personas for the same user and eliminate the need to create and manage multiple user accounts for a single individual. Increase agent efficiency with an improved and flexible activity stream layout that optimizes screen real estate through collapsible panels and minimized scrolling. See Exploring Customer Service Management for more information.
Clone Admin Console	Experience a simplified clone request experience. Help prevent timing conflicts with a new scheduling tool. Use the dashboard to view current clone activity with enhanced visibility. View additional personalization options on the homepage list view. Internationalization provides Clone Admin Console in multiple languages. See Clone Admin Console for more information.
Cloud Cost Management	Gain insights into the spend breakdown for Kubernetes clusters by using the Spend Analytics view in Cloud Cost Management Workspace. Manage the cost of shared cloud services including Kubernetes clusters across various business domains by allocating shared cloud costs. See Cloud Cost Management for more information.
Coaching	Analyze Coaching using the Coaching dashboard in the Next Experience UI. Enable your users to gain ServiceNow skills by integrating with ServiceNow University. See Coaching for more information.
Collaborative Work Management	Bring cross-functional teams together using shared Spaces, flexible task Boards, and rich-text Docs to collaborate on work. Customize the workspace based on the team's requirements without any admin support. Boost efficiency and save time by automating monotonous actions such as sending notifications or reassigning tasks. Enhance visibility by aligning work to strategic goals or portfolio. Connect work to any ServiceNow AI Platform record such as Cases, Incidents, or Risks. See Collaborative Work Management for more information.
Common Governance, Risk, and Compliance feature	Assign remediation tasks using system-provided suggestions for remediation and potential assignees in the Assigned to field. Update an issue if you have either the Issue manager role, the Issue manager group role, the Assigned to role, or the Assignment group role. See Governance, Risk, and Compliance for more information.
Compliance Case Management	Seamlessly create Portable Document Format (PDF) reports that use the data from compliance cases or requests. Communicate with multiple stakeholders with the compose email functionality on the compliance case and request record pages. Enable case managers to manage the scope of one or multiple impacted and related areas. See Compliance Case Management for more information.
Configuration Compliance	Address security gaps in your enterprise environments detected through the Security Posture Control application by automatically prioritizing, assigning, and resolving them with the Configuration Compliance application workflow. The Security Posture Control application requires a separate subscription. Analyze the overall impact of test results with summary visualizations of all or prefiltered active test results on the new Vulnerability Manager Workspace landing page. See Configuration Compliance for more information.
Configuration Management Database (CMDB)	Access reduced for the sn_cmdb_editor (CMDB Editor) and the sn_cmdb_admin (CMDB Admin) user roles in CMDB Workspace. Starting with Washington DC Patch 10, the sn_cmdb_editor and sn_cmdb_admin user roles no longer have create, update, or delete access to records in the Configuration Item [cmdb_ci] class. Use CMDB Data Manager in CMDB Workspace to administer and manage policies and tasks, and manage retirement definitions and exclusion lists. You can also view analytics about ongoing CMDB Data Manager processes to detect any potential problems that require your attention. Remediate de-duplication tasks consistently and in bulk by creating libraries of de-duplication templates in CMDB Workspace. Focus on CMDB classes by limiting the scope of data in the Coverage tile in the CMDB 360 dashboard in CMDB Workspace. Identify fields that aren't populated in reference tables by designating them as recommended so they are tracked by the recommended metric in the completeness CMDB Health KPI. See Configuration Management for more information.
Continuous Authorization and Monitoring	Enable management of controls at a granular level that is at the control requirements level, which are shipped by the base system for controls belonging to NIST 800-53 revision 5. Define requirements at a control objective level that enables the breakdown of the control and create control requirements automatically, which can also be attested individually. Create hybrid controls by inheriting control requirements partially and self-implementing the rest of the requirements. Enable testing of the control based on the assessment procedures as defined by NIST 800-53A. See Understanding Continuous Authorization and Monitoring for more information.
Core ServiceNow AI Platform	Create a flow and set the triggers and actions for a remote table to retrieve data from external sources. If the retrieved data is large, use the Enhanced Capacity feature in the remote tables. Test GraphQL APIs with the GraphQL Explorer. Reduce the chances of missing audits being recorded when a transaction is canceled by creating the audits immediately after the record is modified. Manage cascading when archiving multiple levels of related records. See Administer the ServiceNow AI Platform for more information.
Creator Studio	Enable guided, end-to-end development for the most common types of applications: request and fulfill apps. Offload app development to citizen developers, reducing the strain on IT resourcing. Shorten development time by using streamlined app creation. Enable citizen developers to work on apps while restricting the ability to create them through the restricted user role. Create apps that are natively compliant with the ServiceNow AI Platform without the risks associated with traditional development. See Creator Studio: Creating applications without writing code for more information.
Customer Contracts and Entitlements	Develop an end-to-end flexible data model to capture contract and entitlement details. Establish relationships with existing customer data, such as sold products and install base items, by adding the contract and entitlement data to the common data model. Support customer needs by implementing capabilities ranging from account-based support entitlements to contracts that include service plans with complex entitlement coverage. Enable the end-to-end order management process for contracts and entitlement. Manage and modify contracts, contract lines, and entitlements. See Customer Contracts and Entitlements for more information.
Data Discovery	Better integration of Data Discovery using partial anonymization Improved experience with new default patterns See Data Discovery for more information.
Data Privacy	Faster workflows by creating tests straight from the Anonymization page Get more insight from an enhanced Data Privacy UI experience See Data Privacy for more information.
Data management for CSM	Support workflows with the enhanced data model changes in the sold product table. Use contracts and entitlements that are also modeled as sold products and are part of the hierarchy so that you can have complete information about the sold product and its services. Identify and track the new and existing install base items by using the product instance identifier. Unify a user's identity personas so that you don't need to create and manage multiple user accounts for a single user. With this feature, you can seamlessly provision business-to-consumer (B2C) services. Get a comprehensive, 360-degree view of the business location issues so that your agents get the required contextual data to effectively resolve the reported issues. See Data management for Customer Service Management for more information.
Decision Builder	Decision Builder is now integrated into Workflow Studio. Access Decision Builder alongside other powerful tools such as Flow Designer and Playbooks to seamlessly integrate decision tables with workflows. Duplicate full decision tables under 300 rows or just the decision table structure (inputs and columns) for larger decision tables. Execute the decision table from any script and make it easier to replace hard-coded logic with decisions by inserting decision table code snippets copied from Decision Builder. Save time and effort writing decision rules by strategically duplicating rows of your decision table. View and access related objects that your decision tables are used in. See Decision Builder for more information.
Delegated Development	Simplify Delegated Development roles using the Delegated Admin capability. Remove the need to add individual roles for users that have access to all Delegated Development capabilities. See Delegated development and deployment for more information.
DevOps Change Velocity	Discover GitHub issues in GitHub repositories as part of the planning capability. Collect data related to change request creation, Sonar scan, artifact registration, and package registration in your GitLab pipeline. Retrieve data associated with a change request using the DevOpsChangeRelationshipHelper script. See DevOps Change Velocity for more information.
Digital End-User Experience	Monitor and analyze performance metrics seamlessly through comprehensive visibility of applications, networks, and end-user devices. Take advantage of early issue detection and resolution through real-time insights, swiftly addressing potential problems before they affect end users. Set thresholds for alerts to address issues before they affect employee productivity by optimizing the digital experience to ensure efficient operation of applications on various channels such as desktop and web/SaaS. See DEX Application and Device Health for more information.
Digital Portfolio Management	Redesigned the Digital Portfolio Management (DPM) homepage to provide more flexibility so that you can load the pages faster, personalize solutions cards, and view solution Needs attention attributes and thresholds. Updated the available item types. Added the key performance indicator (KPI) group breakdown list to show all the application services for business applications. Added the ability to copy a KPI group to create a new KPI group, including all its subordinate KPIs and mappings. Added Process Mining for DPM to see KPI details and analyze anomalies. See Digital Portfolio Management for more information.
Dispute Rules Content Pack for Visa	Update the dispute questionnaire data model by including questionnaire tables. This new structure more accurately reflects the structure and format of VROL (Visa Resolve Online). Refine chargeback eligibility rules to apply to all regions in addition to the US. See Dispute Rules Content Pack for Visa for more information.
Document Intelligence	Extract data from tables easily using the draw tool on an area of the document you want to extract. Leverage DocIntel in your automations by creating integrations with Automation Center. See Document Intelligence for more information.
Document Services	Elevate signing experience by eliminating the manual process to sign complex documents. Ability to collaborate on documents and manage attachments hosted within Microsoft SharePoint. Improved experience for external users to add and manage documents within your Service Portal. See Document Services for more information.
Document Templates	Set a language for your template into which you want the dynamic tokens to be translated. Set the date format in which you want dates to appear in the generated output of your template. See Document Templates for more information.
Dynamic Translation	The IBM Watson Translator Service Spoke has announced a notice of deprecation for 2024. See the Dynamic Translation documentation for an overview of ServiceNow® Dynamic Translation. See IBM Watson Language Translator Service spoke documentation for information specific to the IBM Watson Translator Service spoke.
EMR Help	nhance clinical efficiency, and improve patient outcomes by creating healthcare cases directly from the EMR to expedite resolution. View contextual session information at a glance while fulfilling EMR Help requests in Workspace for a more efficient resolution process. Review a summary of submitted request information without exiting the EMR Help portal. See EMR Help for more information.
ERP Canvas	New model management UI for creating models. Support for using BAPIs (Business Application Programming Interface) to read and update SAP data. Ability to send updates to the ERP system from the ServiceNow AI Platform by specifying input and output parameters. Support for earlier versions of ECC (ERP Central Component). Removed the requirement to have ERP Customization Mining (ERP-CM) in order to run ERP Canvas. See ERP Canvas for more information.
ERP Customization Mining	Notifications for success and failure of customization mining processes. See ERP Customization Mining (ERP-CM) for more information.
Employee Center	Use the Now Mobile® app to view news articles and access tasks that require your approval. Build content using videos from video hosting services. Edit the HTML and CSS source code for rich content or news articles. Use the employee experience feedback feature to get relevant feedback from your users. See Employee Center for more information.
Encryption Key Management	Support the PostgreSQL databases for primary, secondary, read replica, gateway (shard), and Logical Corruption Protection (LCP) databases for cloud encryption. LCP databases are a variant of the read replica database. View when a signature is issued by using timestamped Key Management Framework (KMF) Signature [sn_kmf_record_signature] records. Remove GlideEncrypter by using the guidance from the improved user interface for 3DES deprecation. Within the critical update app in Security Center, you can find information about the full and partial deprecation of 3DES, and view all impacted legacy password2 fields before deprecating 3DES. See Encryption and Key Management for more information.
Enterprise Asset Management	Gain insights into the total cost of assets and use the information for strategic planning and execution within the asset estate. Additionally, access a thorough overview of the breakdown of expenses. View and manage work order tasks assigned to you and your group using the ServiceNow® Mobile Agent application. Gain more visibility into task details and hierarchy of an asset with a parent-child relationship using the improved asset form in the Enterprise Asset Workspace. Use the Admin center as a central hub for all your configuration and administrative tasks in the Enterprise Asset Workspace. Onboard multiple assets simultaneously for the same model via the multi-asset onboarding playbook. Use a single playbook to guide you through the onboarding process. See Enterprise Asset Management for more information.
Event Management	Ensure connector ownership and execution of rules on a team level, maintaining consistency and hierarchy while offering flexibility and customization options for teams. Shorten your testing cycle by creating a stream of events from your production environment to your non-production environment enabling direct testing and evaluation of event rules, event field mappings, alert management rules, alert correlation, and so on, without having to change your production environment. Use a free-text search to find alerts in the Express List. Speed up your work in Express List by using keyboard shortcuts. View the sequence of events of an alert group at a glance in the Timeline View. View the connections between alerts in rules-based or CMDB-based alert groups in Link View. View an alert group analysis created by Now Assist using generative AI. See Event Management for more information.
Field Service Management	Identify and pinpoint the work order locations on your structured linear assets for accurate field service operations. Streamline your inventory management and ensure that you have timely access to the right parts by viewing the descriptions, models, and related criteria in similar work orders. Explore the Field Service marketplace to help you streamline the work for your contractors and make decisions based on time and costs regarding the task assignments for your contractors. Enable dispatchers to run Schedule Optimization on demand throughout the day as scheduling conditions change. See Field Service Management for more information.
Financial Services Card Operations	Implement a horizontal playbook that provides agents with a complete view of the entire process and their current position within it. Agents can utilize the playbook to monitor their overall progress while working on cases. Record essential information, such as case details and transaction status, on the left side of the page to confirm constant accessibility. Enhance the user experience by implementing a playbook activity that utilizes a list and form format. See Financial Services Card Operations for more information.
Financial Services Operations Core	Utilize the updated data model with reparented tables to enhance data alignment. Seamlessly transfer and update data to newer product model tables using efficient fix scripts. See Financial Services Operations Core for more information.
Financial Services Operations Integration with Visa	Leverage the integration layer with subflows to seamlessly use the Visa spokes. Minimize the workload for dispute agents and enhance overall efficiency. Effectively manage the entire card dispute process from beginning to end. See Financial Services Operations Integration with Visa for more information.
Financial Services Operations Platform Analytics Solutions	Modernize the look and feel of the following dashboards. If you’re upgrading from a previous release, you can view these upgraded dashboards with your existing Core UI dashboards: Financial Services Business Deposit Operations Financial Services Business Loan Operations Dispute Management Financial Services Complaint Management Commercial Lines Servicing Financial Services Client Lifecycle Financial Services Business Lifecycle Group Life Servicing Individual Life Servicing Financial Services Payment Operations Financial Services Personal Deposit Operations Personal Lines Servicing Financial Services Personal Loan Operations Financial Services Treasury Operations See Platform Analytics Solutions for Financial Services Operations for more information.
Flow Designer	Create multi-step flows with generative AI. Open Flow Designer from within Workflow Studio. Preview and rebuild flow outlines with Now Assist Save flows automatically as you work on them. Start a flow when Performance Analytics conditions are met. Undo changes that you've made while editing a flow. Use the flow diagramming view to add annotations and Try flow logic. See Flow Designer for more information.
Generative AI Controller	Integrate with custom LLMs in generative AI capabilities in Flow Designer and Virtual Agent Designer Add semantic filters in Virtual Agent to detect and handle sensitive topics See Generative AI Controller for more information.
Goal Framework	Create a primary or non-primary goal relationship with work items effortlessly. See Goal Framework for more information.
Goal Framework for SPM	Track how current and future work contribute to meeting a primary or non-primary target by associating the target with work items. Use the enhanced Target form to automate the progress of your targets. See Goal Framework for SPM for more information.
Hardware Asset Management 10.0.0	Gain insights into the total cost of assets and use the information for strategic planning and execution within the asset estate. Assess and evaluate the maturity of your Hardware Asset Management application through the Success portal view in Hardware Asset Workspace. Gain insights into hardware asset warranty details received directly from Lenovo. Manage onboarding of hardware products with Technology Reference Model (TRM) of Application Portfolio Management. Streamline the Hardware Asset Management (HAM) licensing method for custom model categories to access Hardware Asset Management features and workflows. See Hardware Asset Management for more information.
Health Log Analytics	Stream logs in a scalable, more stable way with Health Log Analytics by using the new ServiceNow infrastructure. See Health Log Analytics for more information.
Healthcare and Life Sciences Service Management Core	Utilize the enhanced EMR Help application capabilities for requesters to create HCLS (Healthcare and Life Sciences) cases. Use improved data alignment within the Healthcare and Life Sciences data model. Leverage automated case summarization using the generative AI capabilities of Now Assist. See Exploring Healthcare and Life Sciences Service Management Core for more information.
Hermes Messaging Service	Publish events from your ServiceNow instance to your Apache Kafka environment and consume high volumes of Apache Kafka events from your external systems with low latency. Effectively process spikes and bursts in message volume from external systems to minimize performance impacts on your instance. Manage the health and performance of message delivery using Hermes diagnostic tools. See Hermes Messaging Service for more information.
ITOM AIOps	Event Management highlights: Investigate alerts more effectively in Service Operations Workspace and Express List with alert simplifications created by Now Assist using generative AI. Utilize brief alert descriptions and actionable alert data to enable quick alert triaging and effective analysis, which can lead to reduced resolution time. Get started faster with alert clustering in Event Management by using predefined tags mapped from alerts and based on information contained in tag sources. Configure an Express List view and assign it to users and user groups to ensure that they focus on specific services, priorities, or alerts. Streamline the triage process and perform more effective root cause analysis by viewing data on repeated alerts, similar alerts, and incidents over the last 30 days in the Express List Alert Preview pane. These alert trends enable you to gain a deeper understanding of alert patterns and distinguish between noise and emerging issues. Ensure that the connector's ownership and execution of rules is on a team level. This way, you can maintain consistency and hierarchy while offering flexibility and customization options for your teams. Shorten your testing cycle by creating a stream of events from your production environment to your non-production environment where you can enable direct testing and evaluation of event rules, event field mappings, alert management rules, and alert correlation, without having to change your production environment. Agent Client Collector highlights: Use your configuration data files to provide the instance data directly to an agent. Continuously discover the resources in the Kubernetes clusters and ensure that changes in the resources are updated in the Configuration Management Database (CMDB). Health Log Analytics highlights: Request Health Log Analytics scaling through the Now Support catalog. Stream logs in a scalable, more stable way with Health Log Analytics by using the new ServiceNow infrastructure.
ITOM Cloud Accelerate	ITOM Cloud Governance has been rebranded as ITOM Cloud Accelerate to accommodate all of the ServiceNow cloud governance evaluation applications. Access and manage your cloud resources and publish your cloud offerings to a catalog through the Cloud Services Catalog application. Leverage additional Out Of Box catalog items with Google Cloud Platform Utilize the multiple repositories structure with Terraform app and IaC Discovery. Control the life cycle and usage of your resources through the improved Request console. See Cloud Governance for more information.
ITOM Optimization	Use the Cloud Services Catalog with ITOM Cloud Accelerate. Cloud Services Catalog offers the enhanced but simplified capabilities of Cloud Provisioning and Governance (CPG). Move your exchangeable ITOM Optimization licenses as you transition from Cloud Provisioning and Governance to ITOM Cloud Accelerate. Access Employee Center from Cloud Admin portal with the Cloud Services Catalog plugin. You can also skip the legacy cloud User portal and visit Employee Center directly. See ITOM Optimization for more information.
ITOM Visibility	Discover and add applications from suggestions based on Predictive Intelligence by using Discovery Admin Workspace. Use new and enhanced Discovery and Service Mapping Patterns for horizontal and top-down discovery. Better identify the resources required for application services with the network location and MID affinity using the top-down discovery feature. View a centralized map that combines features from both the dependency view and service map. Discover applications and devices not discovered using patterns by using the new Content Service framework. See IT Operations Management for more information.
ITSM Mobile Agent	Enable the Override Do Not Disturb feature so that On-call members can receive push notifications for critical alerts even when their phones are in Do Not Disturb mode. This feature helps shift managers reach On-call members and confirm that they're available to respond to any major incidents. See ITSM Mobile Agent for more information.
ITSM Success Dashboard	Measure the efficiency and effectiveness of the day-to-day operations for your organization using the Operational Success dashboard. Track the performance of Now Assist for IT Service Management within your organization’s processes with dedicated key performance indicators (KPIs). Guided and comprehensive Admin experience to get started with Success Dashboard. See ITSM Success Dashboard indicators for more information.
Identity and Authentication	Use the ServiceNow® Access Analyzer V2 tool to compare the access of users and determine the right level of access controls is provided for the users. Use the Identity and Access Audit to understand the changes made for a user, group, role, and Access Control list (ACL). Configure Session Validation Context into the adaptive authentication policy framework to evaluate authentication requests and provide an additional layer of protection against session or cookie hijacking. Support API key and HMAC token for inbound REST APIs to securely authenticate the inbound webhook URLs. Support OAuth 2.0 client authentication with private key JWT for OIDC based Single-sign-on and OAuth based Outbound Integrations. Support OAuth Client Credentials grant type for Inbound Integrations to the ServiceNow® platform. Configure the session access policy to reduce the roles or privileges of the particular session based on the risk related with the session using filter criteria like on the IP, Location, Identity attribute with the zero trust access policy in mobile. See Identity and Authentication for more information.
Incident Management	Manage the read and write access of agents using the sn_incident_task_assigned_user role. See Incident Management for more information.
Industrial Process Manager	Add Operational Technology (OT) devices to an equipment model entity by using the IP address. Change the Entity name and Parent fields of an equipment model entity to keep your equipment model entity information up to date after you create it. Modify the parent of one or more equipment model entities after the equipment model entity record is created. Use the new Automated Mapping Across Zone-based IP Network Groups (AMAZING) roles to control who has access to and can edit OT subnet-mapping records. Control the view and edit the access to your sites and equipment model entities by using the new User Criteria security model. See Industrial Process Manager for more information.
Instance Data Replication	Keep data synchronized by replicating data from your producer instance to one or more consumer instances across different departments and business units. Maintain consistent data across different organizations in your company. Easily update records that have different sys_ids on the producer and consumer instances. See Instance Data Replication for more information.
Integration Hub	Simplify your Stream Connect integrations by using Stream Connect message replication to replicate data from your local Apache Kafka environment. Use the improved OpenAPI step for integrating with third-party REST web services. Authenticate the OAuth client credential grant type with the on-premise authorization server, and integrate with the corresponding resource server after successful authentication. Use the code signing feature that has been enhanced with multi-layer caller inspection of records in the call stack to be signed before going to the ECC queue. See Integration Hub for more information.
Intelligence for CSM	Increase efficiency and automation by using the document classifier feature to categorize incoming documents. View prediction performance during model training to determine your preference for either an auto-fill or recommendation as the prediction method. Render decision trees in a Service Portal for internal users. Reduce the effort in decision tree re-creation by reusing an activated child tree in the current decision tree. See Intelligence for more information.
Investment Funding	Thee View Past Funding Details option is deprecated. See Investment Funding for more information.
Journey designer	Bulk updates for supported task types were added to Journey designer. Similar journey types with similar task types are identified and can be updated with a single action. See Journey designer for more information.
Knowledge Management	Next Experience for Dark Theme is available on Now Mobile app and Agent Mobile applications. Knowledge Management components within Configurable Workspace support reflow for greater accessibility. Now Assist in Knowledge Management Knowledge generation skill now available. See Knowledge Management for more information.
Localization Framework	Localize your instance more smoothly with a new hub-spoke model for translation requests and fulfillment. Move translations between instances with update sets to standardize the localization experience for all users. Create translations within scoped applications for finer control over localized content. See Localization Framework for more information.
MID Server	Use OpenShift on Linux for containerized MID Servers. Prevent unauthorized access with the new "Reject" default behavior of the module access policies (MAPs). Enable the debug logs at the dist-upgrade wrapper level and test the changes by modifying the configuration with upgrade-wrapper-override.conf. See MID Server for more information.
Manager Hub	Understand the current skills and the targeted skills of your team. Get an overview of the team's skills, proficiency levels, and skill gaps of your team members. See Manager Hub for more information.
Mentoring	Create meaningful relationships within the organization and also foster a culture of knowledge sharing and collaboration. Effortlessly register as either a mentee or a mentor and personalize your profile with relevant information, including your areas of expertise, skills, and interest. Leverage the intelligent matching algorithm offered in Mentoring that pairs mentees with mentors based on their goals, interests, and expertise. Use the Match Insights Card that serves as an important layer to send information to both mentor and mentee. Drive Mentoring engagement by utilizing discussions (conversations). See Mentoring for more information.
Mobile Platform	Generate work order task closure notes using Mobile Resolution Notes Generation. Display configurable pop-ups based on real-time conditions. Benefit from the enhanced data visualization user experience. Send users notifications defined as critical, irrespective of their notification settings. Mobile App Builder is now integrated with Mobile Publishing so that admins can manage custom branded app requests and configure mobile apps in one tool. See Mobile Platform for more information.
Natural Language Query	Integrate Natural Language Query into global search for English-language searches. Use the included Now LLM fallback for failed queries. In the NLQ logs, track how the query results were generated. See Natural Language Query for more information.
Next Experience	A new "Language & Region" user preference group has been added for Language, Date and time format, and Timezone preferences. Accessibility improvements for the unified navigation area. New keyboard shortcuts to perform common actions in the user interface. Enhancements to the Impersonate user UI. See Next Experience UI for more information.
Next Experience Components	Build rich UI experiences with prebuilt system or custom components. To view the Next Experience Components API reference, usage guidance, and ServiceNow® UI Builder setup documentation, visit the Developer site Next Experience Components doc. Use common web component patterns and principles, such as a JavaScript framework, immutable data, and simple action handlers. Reuse components across multiple user interfaces to create a cohesive experience for your end users. Use preset property values to configure properties and event handlers automatically for a component so the component is ready to work when you add it to a page. Presets can connect to a controller that acts as a data resource for the component. For more information, see Automatically configure components using presets and Bind data to UI Builder pages using controllers (advanced feature). Upgraded components for accessibility. For more information, see the Accessibility information section in these release notes.
Next Experience Developer Tools	Expand how you test and analyze your page's performance with an additional recording option, view in the events table, and perspective for viewing data. See Next Experience Developer Tools for more information.
Notifications	Limit sending emails to IDs that are known to generate bounces according to RFC3463 and enable the admins to control blocked ids. Configure SMTP (Simple Mail Transfer Protocol) email account for outbound emails using client credential flow. Limit sending emails to IDs that are known to generate bounces according to RFC3463. See Notifications for more information.
Notify	Control who can start a conference call or send an SMS on a task record using Notify. See Notify for more information.
Now Assist	Restrict Now Assist skills by user role in-product to organize who has access to generative AI capabilities. Add conditions that are based on fields that control when a Now Assist skill is available. Assign the data steward role to users to determine who can make decisions regarding data sharing and generative AI on your instance. Consult the Now Assist journey checklist to guide you in your generative AI implementation on the instance. LLM-based Virtual Agent topics to check IT ticket status and pending approvals. New input and prompt configuration for record summarization skill Automatically generate chat summarizations for conversations that are transferred between requesters, virtual agents, and live agents Enable Dynamic Translation for Now Assist applications and customize language support See Now Assist for more information.
Now Assist for Creator	Generate applications using a conversational experience. Generate playbook outlines from text directions. Preview and rebuild a flow outline with Now Assist. Generate a catalog item by describing the catalog item you want. See Now Assist for Creator for more information.
Now Assist for Customer Service Management (CSM)	Determine when the skills for the case summarization and the resolution notes generation are available by adding conditions to the fields on the case record. Restrict the availability of the skills for the case summarization and resolution notes generation by user role. Attribute roles to the activities in the case summarization and resolution notes generation to reduce hallucinations and improve the summary quality. See Now Assist for Customer Service Management (CSM) for more information.
Now Assist for HR Service Delivery (HRSD)	Enable your agents to provide higher levels of service to their customers by using the generative AI skills and capabilities that are offered by Now Assist for HRSD. See Now Assist for HR Service Delivery (HRSD) for more information.
Now Assist for IT Operations Management (ITOM)	Investigate and resolve alerts more effectively with alert simplifications created by Now Assist using generative AI. Utilize brief, human-readable alert descriptions and actionable alert data. Enable quick alert triage and effective analysis, which can lead to reduced resolution time. See for more information.
Now Assist for Strategic Portfolio Management (SPM)	Save time on manual feedback analysis by summarizing your feedback with the feedback summarization skill. Streamline and increase self-service by leveraging a conversational experience for demand creation that is based on generative AI. See Now Assist for Strategic Portfolio Management (SPM) for more information.
On-Call Scheduling	Delegate On-call escalation notifications as configured in the escalation policy by assigning a delegate record to another user. Select a preferred first day of the week for a group to accommodate global users. Receive notifications about the upcoming on-call rotation by downloading or subscribing to a calendar with your SSO authentication. See On-Call Scheduling for more information.
Operational Resilience	Track end-to-end business service resiliency from the continuity of operations perspective. Track end-to-end business service resiliency from the operational risk and compliance perspective. Display reports according to the persona in the Operational Resilience application Home page. Auto-populate the dependency mappings for the business services based on the source-data relationships in the Configuration Management Database (CMDB). Auto-populate the dependency mappings for the business services based on the source-data relationships in the business impact assessment (BIA). See Operational Resilience for more information.
Operational Sustainability Management	Create comprehensive narrative disclosures by integrating with Microsoft 365 for ServiceNow Reporting. Upload your disclosures either on your local system or on remote storage for easy accessibility. Use the IT footprint tab on the Sustainable IT dashboard to view a global map depicting the carbon footprint of your datacenters, office buildings, and so on, highlighting your most energy-efficient facilities. Use the formula builder in a calculated metric definition to create your own formulas to perform calculations for any data that you may require. Integrate with Advanced risk assessment to assess the risks to your material topics and your entities. Effectively organize the arrangement of related lists and user interface pages on a record page within specified groups to enhance overall page readability. See ESG Management for more information.
Operational Technology Change Management	Organize your OT change requests with the updated OT change record on the Industrial Workspace. Enable email notifications for OT change requests and OT change tasks to stay updated on your OT change records. Add multiple OT devices and equipment model entities to an OT change request so that you can group your work in a more logical manner. See Operational Technology Change Management for more information.
Operational Technology Incident Management	Organize your OT incidents with the updated OT incident record on the Industrial Workspace. Assign OT incident records to the right user or user group automatically by creating an assignment rule. Save time by sending emails directly from an OT incident record with an auto-populated subject field that includes the incident number and short description. Add multiple OT devices and equipment model entities to an OT incident so that you can group your work in a more logical manner. See Operational Technology Incident Management for more information.
Operational Technology Knowledge Management	Track knowledge articles by configuring an OT knowledge base for knowledge managers and knowledge users. When used with the Operational Technology Incident Management application, browse all knowledge base articles that are related to an OT incident. Record your knowledge and solutions. You can create knowledge articles through the Industrial Workspace or from the OT incident record. Monitor possible knowledge gaps. You can report a knowledge gap from an OT incident record and assign the related feedback task to a user. See Operational Technology Knowledge Management for more information.
Operational Technology Manager	Compare sites by key metrics in the Industrial Workspace using the OT Progress Scorecard. Track tasks related to your OT system on the OT Action-Oriented Landing Page in the Industrial Workspace. The OT Action-Oriented Landing Page has replaced the OT Manager dashboard as the home page of the  Industrial Workspace. Map IP addresses to OT devices through the SyncIPAddressToOT scheduled job. Monitor your OT device data in a centralized location with the new OT Devices tab that is available in the Industrial Workspace. Convert IT hardware into OT devices automatically with a scheduled job by using the Bulk Update Ruleset for Reassigning IT to OT feature. Use the Configuration Management Database (CMDB) OT class model updates and UI enhancements. Use the updates and UI enhancements for the Pre-import OT Worksheet Entry Review (POWER) tool to help import and classify your OT device data. See Operational Technology Manager for more information.
Operational Technology Request Management	Manage multiple catalog requests efficiently with a single view in the Industrial Workspace. Encourage transparency, expedite request processes, and minimize delays with automatic notifications and approvals. Maintain the products and services menu that you can use to create and update catalog requests. See Operational Technology Request Management for more information.
Operational Technology Vulnerability Response	Change the Operational Technology Vulnerability Response (OT VR) assignment group field for multiple site records at once. Use the Common Security Advisory Framework (CSAF) with multiple vendor support when importing solutions from Aggregators or Trusted Providers. Manage remediation tasks more efficiently with the OT Vulnerability Remediation Owner (sn_otvr.remediation_owner) role. Mitigate controls using the Libraries module in the Industrial Workspace. Use the enhanced OTVR (PA) dashboard. Monitor your vulnerability data in a centralized location with the new OT Vulnerabilities tab that is available in the Industrial Workspace. Track the volume, performance, and progress of OT vulnerable items (VIs) from the initial analysis and detection to the containment, or remediation, with the new Operational Technology Vulnerability Response (PA) dashboard in the Industrial Workspace. See Operational Technology Vulnerability Response for more information.
Opportunity Management	Capture customer needs and requirements through needs analysis questionnaires to generate product recommendations. Create opportunities on the ServiceNow platform or bring in opportunity data from other third-party systems. Convert opportunities to sales quotes with ease. Track opportunity progress with structured Sales Cycle types and Stages. Engage customers through tasks, emails, and appointments for conversion. View prices for a product offering from the catalog based on the selected price list. See Opportunity Management for more information.
Order Management	Track the status of domain orders and order tasks from a central location by using the order timeline view. Avoid order fallout by capturing and enriching orders with additional information before initiating fulfillment. Fallout trigger workflows that create enrichment tasks for applicable orders and order line items. Create consumer orders using ServiceNow implementations of the Telemanagement Forum (TMF) APIs for telecommunications product and service orders and fulfill those orders using Order Management. Update product specification versions when MACD specifications change in Order Management. Up-to-date specifications ensure that orders are processed without interruption. See Order Management for more information. Track the status of domain orders and order tasks from a central location by using the order timeline view. Avoid order fallout by capturing orders and enriching them with additional order information before initiating order fulfillment, and trigger workflows that create enrichment tasks for applicable orders and order line items. Create consumer orders using product and service order APIs and fulfill them in Order Management for Telecommunications, Media, and Technology. See Order Management for more information.
Password Reset	Let your users experience the improved security of Soft PIN conforming to its expiration. As a Password Reset administrator, configure the Soft PIN expiration settings for an assured and secured Soft PIN enrollment. View the security score for your Password Reset processes. Based on the score, you get notifications for potential configuration improvements to the processes. Use the password_reset.request.max_email property to set the maximum number of times a user can receive the "Reset Password" link through email, in a span of 24 hours. See Password Reset for more information.
Performance Analytics	Track critical process metrics and trends. Measure process health and behavior against organizational targets. Identify process patterns and potential bottlenecks before they occur. See Performance Analytics for more information.
Platform Analytics Experience	Modernize and simplify the consumption of analytics by activating the Platform Analytics Experience. Surface meaningful insights from your analytics data to empower the direct decision making of viewers. Improve viewer interactivity with the ability to set date ranges on time series and customize behavior when a value is selected on a chart. See Platform Analytics experience for more information.
Playbooks in Workflow Studio	Processes are now called Playbooks in both the builder and in Playbook Experience. Open the Playbooks builder in Workflow Studio. Workflow Studio enables workflow owners to author, configure, and monitor playbooks, flows, subflows, actions, and decision tables in one place. Restart your entire playbook, or restart from a specific activity or stage. Use dynamic inputs to configure your activity to show a certain set of fields based on the value of another input, such as a selected catalog item, selected decision table, or a REST API response. Trigger a playbook from any entitled table. For more information, see the Removed from this release section. As of release 25.2, use generative AI to create playbook outlines. See Exploring Playbooks for more information.
Policy and Compliance Management	Revise your policies and update the policy text periodically by integrating with Google Drive. Use policy authoring and the redlining feature to enable policy owners and reviewers to collaborate, review, and redline policies. Set up the dynamic approval configuration on a policy record. Define the approval levels and rules based on different dynamic conditions, such as policy type, source table, state, and filter conditions. See Policy and Compliance Management for more information.
Portfolio Planning	Use the new customizable widgets to view financial information. Export and share the financial information of your planning items in an Microsoft Excel or CSV format with your business stakeholders. Create expense lines to record and manage unplanned expenses to meet your work requirements that aren’t related to any planned costs. Collaborate with your business stakeholders by exporting data of your portfolio plan items from the List view of the Prioritization tab to a Microsoft Excel or CSV file. Align with the business strategy by using the Project Program lens to plan and prioritize work. Categorize your planning items based on your requirement by adding tags. View operational resource assignments on the Capacity Planning screen. See Portfolio Planning for more information.
Predictive Intelligence	Use pre-trained models for clustering and similarity solutions to make creating solutions more efficient without needing your own word corpus. You can edit and train existing regression solutions, but starting with Washington DC you won't be able to create new regression solutions. See Predictive Intelligence for more information.
Privacy Management	Use the Privacy Case Management application to report and manage privacy violations and complaints. Utilize the Privacy Case Management integration for RadarFirst to automate privacy incident risk assessment and quickly get clear, actionable notification obligations. Refer to the Functional domain field that is automatically set to Privacy when the users with privacy roles work on forms such as processing activities, controls, and so on. See Exploring Privacy Management for more information.
Proactive Service Experience Workflows	Inform customers about the status of trouble ticket incidents or cases that are created using the Telecommunications trouble ticket notification feature. See Proactive Service Experience Workflows for more information.
Process Mining	Introduced Project builder New automated finding detectors introduced Summary and Insights page enhancements Process Mining graph enhancements Mining summary introduced See Process Mining for more information.
Product Catalog Management and Pricing Management	Create commercial catalogs with product offerings that are sellable entities with associated pricing. Provide agents with an interface that simplifies the configuration and pricing of sales quotes and product orders. Support account-based pricing, which enables you to create price lists for selected customer accounts. Control the pricing of complex product offerings, including product and non-product attribute-based pricing, by using price matrices. Create cost books that define the unit cost of product offers, which enables sales agents to view product cost and cost margins when creating sales quotes. Export multiple pricing entities from one ServiceNow instance and import them to another ServiceNow instance by using the export entities feature. See Product Catalog Management and Pricing Management for more information.
Project Portfolio Management	Migrate resource plans to resource assignments of projects and demands and work on resource allocation using ServiceNow® Project Workspace. Migrate cost plans to attribute-based labor costs for your projects and demands. Generate labor costs for Agile epics. Migrate baselines for your projects and demands to Next Experience. Migrate the Idea Manager dashboard to Next Experience. Migrate the PMO dashboard to Next Experience. Migrate the Strategic Spend Tracking for PPM dashboard to Next Experience. See Explore Project Portfolio Management for more information.
Project Workspace	View financial details such as allocated budget, Estimate at Completion (EAC), Variance, and breakdowns of planned costs and actuals through customizable widgets. Share financial costs or baseline comparison information with your business stakeholders by exporting it as an Excel or CSV file. Prepare to meet unplanned expenses that aren’t related to any projected planned costs by creating expense lines. Capture financial information by linking your purchase request expenses with projects using an integrated solution between Financials and Advanced Work Assignment for Source-to-Pay Operations. See Project Workspace for more information.
Public Sector Digital Services	Enable constituents to submit requests for social benefits with the Social Benefits Playbook. Provide auto-calculated eligibility for social benefits programs using​ the Social Benefits Eligibility Framework engine Add additional beneficiaries to a Social Benefits application by adding additional contacts to a request. Enable constituents to prepare public service applications on behalf of others by using an application proxy in the Government Service Portal and the License and Permit Playbook. Request additional inspections directly from the playbook so that applicants can make the required changes to pass an inspection. See Public Sector Digital Services for more information.
Quote Management	Create sales quotes by selecting and configuring product offerings from product catalogs with associated pricing. Create multiple revisions of a quote to track changes from customers. Adjust pricing within a quote to help drive sales. Convert quotes to sales orders with ease. View unit cost and cost margin for each product offering in a quote. Quickly fetch prices for top line items and child line items in a quote. Easily create quotes for Change orders using the reference to sold product. See Quote Management and Sales and Order Management for more information.
Regulatory Change Management	Create regulatory alerts manually in the Workspace. Use the Excel-based import template to import the alerts in bulk into the Regulatory Change Management application. See Regulatory Change Management for more information.
Resource Management Workspace	Create custom resource cards to build a resource board and view all resource work and unassigned tasks. Filter unassigned work using the filters by creating a custom query. Collaborate with the task owner using the Microsoft Teams integration. Identify the resource allocation health using iconography. Reassign or unassign the assigned work of your resources. Edit resource allocations of resource assignments in the top tray using the inline editing feature. Export the resource card view as CSV or Microsoft Excel. See Resource Management Workspace for more information.
Robotic Process Automation (RPA) Hub	Use the Embedded Task Automation feature to trigger attended bot processes, also known as attended automations, from ServiceNow forms, playbooks, workspaces, and so on. Retrieve sensitive information, such as usernames and passwords, securely from various external vaults by enabling the external credential vault feature in RPA Hub. Store the logs of a process execution in a readable format through flat files. New actions and subflow such as Change Life Cycle Stage Status of a Bot Process Action, Stop Process Action, and Stop Process Subflow are available in the Flow Designer that further refine RPA integration via flows, subflows, and APIs. Enhanced Universal App Connector. See Robotic Process Automation (RPA) Hub for more information.
Security Center	Use Security Best Practices to identify and implement security best practices available in the feature. Use the new Critical Updates tool to implement system suggested updates. Use the enhanced Security Hardening tool, which implements the new Instance Security Hardening Setting Baseline version 2.0 (Security Center 1.3) and version 4.0 (Security Center 1.5). See Security Best Practices, Customer Actions, and Hardening settings baseline for more information.
Security Incident Response	Make conference calls including team members, customers, and other stakeholders to resolve customer issues. Capture MTTR (Mean time to repair) information through usage and definition metrics for security incidents. Monitor scan requests and report security incidents as a risk event to the Risk Management team from the Security Incident Response Workspace. Create a customer service case for the security incident directly from the Security Incident Response Workspace, which will be tracked by the Customer Service Management (CSM) team. VirusTotal integration is provided with an option to send URLs as hashes for threat lookup, to protect the users' privacy on the integration.
Security Posture Control	Use the policies included with the application or create your own policies to audit and monitor assets for security tool coverage, compliance with internal configuration standards for security tools, critical combinations involving vulnerabilities, and possible internet exposure. Search for assets in your CMDB based on queries for specific service graph connector and ServiceNow products or for assets that have specific data. You can save your search criteria as a policy. Create custom insights on a dashboard and monitor important metrics for your asset security posture. Identify priority vulnerabilities and drive resolution through insights from Security Posture Control in Vulnerability Response risk calculators and remediation target rules. Automate remediation workflows for security gaps by publishing findings from Security Posture Control policies into Configuration Compliance. See Security Posture Control for more information.
Self-Service and Omnichannel engagement for CSM	Monitor case-related activities more effectively using the improved activity stream UI on the case view. Implement guided intake for case records that have a Playbooks (PAD) process associated with them​. Navigate through the playbook steps to complete the intake process. Additionally, your customers can view a case with an end-end visualization of the case life cycle. Streamline the integration of voice calls from Amazon Connect with your ServiceNow® instance by using Advanced Work Assignment (AWA) as the routing engine. Provide more support by integrating with Virtual Agent. See Omnichannels for communicating with customers, Self-service for Customer Service Management, and Playbooks for Portals for more information.
Service Builder	Added the Next Experience theme. Added the ability to cancel out of creating a service and a service offering when using the approval workflow. See Service Builder for more information.
Service Catalog	Let your catalog item requesters save drafts of catalog item forms so that requesters can edit the drafts later. Set values for questions in a catalog item without the need to script in the ServiceNow AI Platform® and Catalog Builder. Set field messages for the questions in a catalog item without the need to script in the ServiceNow AI Platform and Catalog Builder. Experience the support for single check box in Virtual Agent for catalog conversations. See Service Catalog for more information.
Service Exchange	Improve error handling and tracking with the centralized error reporting table. Receive email notifications for tracked issues that can't be automatically resolved. Use variable sets and multi-row variable sets with remote record producers. See Service Exchange for more information.
Service Graph Connector Integration for Claroty CTD	Ensure that your Operational Technology (OT) devices are categorized under the Industrial product model category with the enhanced Service Graph Connector Integration for Claroty CTD application. Troubleshoot issues directly in the optional Guided Setup task. Import specific records from Claroty CTD by filtering the data by class, type, or Purdue Level. See Service Graph Connector Integration for Claroty CTD for more information.
Service Graph Connector for Microsoft Defender for IoT (Azure)	Ensure that your Operational Technology (OT) devices are categorized under the Industrial product model category with the enhanced Service Graph Connector for Microsoft Defender for IoT (Azure) application. Troubleshoot issues directly in the optional Guided Setup task. Control which devices get imported by adding a filter during the import process. See Service Graph Connector for Microsoft Defender for IoT (Azure) for more information.
Service Graph Connector for Microsoft Defender for IoT (On-premises Management Console)	The Service Graph Connector for Microsoft Defender for IoT (On-premises Management Console) was renamed for Washington DC. See Service Graph Connector for Microsoft Defender for IoT (On-premises Management Console) for more information.
Service Operations Workspace for IT Service Management	As an admin with the SOW admin user role (sn_sow_itsm_admin.sow_admin_user), you can view ServiceNow® Admin Center for access to ServiceNow® Incident Management configurations. For more information about the roles in the Admin Center, see Admin Center in Service Operations Workspace for ITSM. Enable agents to effectively resolve a case or request through cross-departmental interactions rather than working in silos using Universal Request. View multiple field recommendations in a drop-down list by selecting fields in the incident form. Access your schedules from the schedules icon on the navigation menu to view and manage On-call schedules. Access your teams from the teams icon on the navigation menu to view and manage your teams. Starting in version 5.0, you can do the following: Configure the visibility of various sections of the landing page. Configure if the list view should be collapsed by default for donut cards on the landing page. Preview and update record information from the respective lists on the landing page. Copy the record page URL to easily access the record. Increase the productivity of the agents with various incident record page enhancements. Resolve critical issues with high business impact using Major Incident Management. Configure the required major incident features using Admin Center. Easily manage major incidents with major incident playbooks. Review the post incident report to identify major incident process gaps and analyze the incident that helps to avoid the issue in the future. Manage problems and problem tasks through their life cycle. Subscribe to an individual shift with the Share calendar drop-down list. See Service Operations Workspace for ITSM for more information.
Service Portal	Secure public widgets that accept the table input parameter. Show critical notifications until you dismiss them. Opt in to or out of user experience analytics tracking once for all platform interfaces. Clear all portal notifications at once. See Service Portal for more information.
Sidebar	When you select participants to join an existing conversation, Sidebar displays a list of participants who may be helpful in solving a customer's issue. See Sidebar for more information.
Skills Intelligence	Update and maintain skills and role architecture data from a single place using the Skills Intelligence Workspace. Import and review the skills in your organization into your ServiceNow instance using the custom skills onboarding flow. Support lateral career progression using related role groups. View, edit, or delete skills (including proficiencies) that are related to a given role level within a role group quickly using the Skill matrix. Use skills recommendations based on HCM and ATS data to build and improve roles within the role architecture. See Skills Intelligence for more information.
Software Asset Management	Assess and evaluate the maturity of your Software Asset Management program through the Success Portal dashboard in Software Asset Workspace. Discover and manage all SaaS applications accessed via a browser and configured within the ServiceNow Digital End-User Experience (DEX) product. Reduce clutter on the License usage view by streamlining the Software Asset Management implementation. Determine and showcase license compliance for Microsoft Windows Server and SQL Server on Microsoft Azure and Google Cloud Platform (GCP) through enhanced Bring Your Own License (BYOL) support. Get a detailed analysis of your software installation, uncovering the factors behind their unlicensed status and outlining the necessary steps for action. See Software Asset Management for more information.
Sourcing and Procurement Operations	Manage a catalog of goods and services that your employees can use to order items that they need for their jobs. Simplify and streamline the way employees request help in sourcing or procuring goods and services. Provide transparency into the procurement process with regular updates. Automate the end-to-end procurement process workflows, from sourcing through requisitioning, to order fulfillment, receipt, and payment. Enable Procurement Specialists to source, negotiate, procure goods and services for an organization, and work on procurement tasks. See Sourcing and Procurement Operations for more information.
Strategic Planning	Scale your organization's Agile planning with real-time visibility into work progress, streamlined communication, and progress tracking dashboards. Customize widgets to view financial information. Create expense lines to record and manage unplanned expenses to meet your work requirements that aren’t related to any planned costs. Align with the business strategy by using the Business Capability lens and the Project Program lens to plan and prioritize work. Export and share the financial information of your planning items in a Microsoft Excel or CSV format with your business stakeholders. Export data of your portfolio plan items from the Scoring page and the List view of the Prioritization tab to a Microsoft Excel or CSV file to share the data and collaborate with your business stakeholders. Categorize your planning items based on your requirement by adding tags. Track how current and future work contribute to meeting a primary or non-primary target by associating the target with work items. View operational resource assignments on the Capacity Planning screen. See Strategic Planning for more information.
Subscription Management	Gain visibility and control of your product subscriptions. Maximize subscription usage and make informed decisions about future purchases by monitoring your subscriptions. Avoid unexpected costs by tracking subscription usage and allocations over time. See Subscription Management for more information.
Supplier Lifecycle Operations	Supplier Lifecycle Operations uses the Source-to-Pay Workspace instead of the Supplier Manager Workspace. Complete the Case playbook and Review supplier primary data playbook without requiring to approve activities to complete the supplier cases. Onboard suppliers using the enhanced Supplier onboarding playbook that provides integration with Third-party Risk Management (TPRM) to conduct risk assessments when onboarding new suppliers. See Supplier Lifecycle Operations for more information.
System Clone	Copy your production instance into a pre-production instance to test changes before going live with them. Schedule clones to occur automatically at a set frequency to help keep instances stay synchronized. Use exclude tables and data preservers to confirm that your clone contains only the tables and data that you want. See System clone for more information.
Table Builder	Access Form Builder from the Additional actions menu on any form on the ServiceNow AI Platform, from the Related Links section of any table, and from UI Builder. View preferred reference tables when creating a table from a spreadsheet in App Engine Studio. Use features such as schema view, spreadsheet view, flows, and PDF extractor that were previously only available in Table Builder for App Engine. See Table Builder for more information.
Talent Development Core	Use Opportunity Marketplace as a single, unified place where organizations can share opportunities that are discoverable by employees. Leverage AI search to provide more sophisticated search results when employees and opportunity owners perform searches in the Opportunity Marketplace. Use the Career Conversations application with Microsoft Outlook to conveniently schedule conversations with employees or managers using the Conversations module. Use a streamlined process that simplifies the steps to create and schedule a conversation, which promotes adoption of the Conversations module across the organization. Use Growth Plans to develop opportunities for mentoring, coaching, leadership development, team building, and education benefits. Use Mentoring to create meaningful relationships within the organization and also foster a culture of knowledge, sharing, and collaboration. See Talent Development Core for more information.
Telecommunications Network Inventory	Visualise the front and rear view of a rack with occupied equipment and shelf along with rack unit utilization KPI. Use Revision to modify, operationalize, and decommission a connection. Use the TNI design assign to modify connections, such as adding or removing endpoints with or without revisions. View a visual representation of your network topologies, including equipment, connections, and interfaces, to understand how everything is organized and connected. Calculate the capacity of physical entities in your network by using the capacity management feature. Check the Inventory management view to get the network inventory details such as equipment information and availability of racks, ports, and slots at a network site. Define your cables, strands, channels to track and manage the configuration items (CI). See Telecommunications Network Inventory for more information.
Theme Builder	Edit individual components to better suit your brand and to meet accessibility compliance standards. Work with component-specific theme hooks to create a theme tailored to your needs. See Working with themes in Next Experience for more information.
Third-party Risk Management	Automate assessments with the event-driven management feature. View new reports on the Due diligence management dashboard. Track and verify a managed activity. Use the new Standardized Information Gathering (SIG) questionnaire content available for 2024. Add questionnaires to third-party risk assessments based on the final risk tiers that were calculated at the IRQ assessment or engagement level. See Third-party Risk Management for more information.
Threat Intelligence Security Center	Threat data collection and curation by assisting the Cyber Threat Intelligence (CTI) teams in organizing and managing threat intelligence gathered from various sources through the collection, processing, and aggregation of data.​ Threat hunting helps analysts in searching for threats using curated intelligence and the MITRE Kill Chain Framework.​ Threat Analysts have the ability to conduct research on threats, supporting the reactive and proactive needs of security teams.​ The Cyber Threat Intelligence teams can utilize the dashboards and assigned threat scores to prioritize the development of defenses against critical threats.​ Threat investigation helps the teams to create and track threat investigations using the Case Management feature.​ See Threat Intelligence Security Center for more information.
UI Builder	Receive more frequent updates to UI Builder now that it's available in the ServiceNow Store. More easily link components to dynamic data through improved data binding and formula authoring. Quickly find data resources through a new data drawer and an improved browsing experience. Quickly edit column layouts and columns on a UI Builder page from the content tree or the stage. Access Form Builder directly from within the form component on the UI Builder stage. As of UI Builder version 25.2, use the new UI Builder home page to access recently opened experiences, obtain help for getting started using UI Builder, and create experiences or page collections. As of UI Builder version 25.2, a new design-time experience provides a more WYSIWYG stage that helps improve page building efficiency. See UI Builder for more information.
Upgrade Center	Explore the different release versions available to you in the Upgrade Preview module. Gain insights about the upgrade experience without actually upgrading your instance. Monitor the status of any ongoing upgrade and view the summary of your latest upgrade in the Upgrade Monitor module. View all your past upgrades in the Upgrade History module. Accelerate your upgrades using the Upgrade Plan feature. See Upgrade Center for more information.
User Experience Analytics	Users can view funnels created in the Usage Insights dashboard Integration with Platform Analytics See for more information.
Virtual Agent	Create and test Virtual Agent topics that use large language models (LLMs) instead of Natural Language Understanding (NLU). Test LLM-enabled topics using the additional Prompt discovery and Edit variables tabs. Implement Now Assist in Virtual Agent conversations in Microsoft Teams and mobile. For LLM topics, use the Input Collector input control in Virtual Agent Designer to gather data using generative AI prompts. For LLM topics, use the Secure Text input control in Virtual Agent Designer to gather and encrypt sensitive text, email, and other types of input from users. See Virtual Agent for more information. Note: Performance and the user experience are improved by tracking aggregate in-app activity, including interaction with the app. This tracking is focused on aggregated technical information rather than personal information.
Visa Spoke	Retrieve enriched transaction information. Perform transaction searches. Initiate the creation of dispute cases. Submit a Visa questionnaire. Initiate pre-arbitration and arbitration on existing dispute cases. See Visa Spoke for more information.
Vulnerability Response	Handle vulnerability crisis events through the Vulnerability crisis management workflow. Access key metrics on vulnerabilities, misconfigurations and security incidents with industry and global benchmarks through executive-level monitoring of cybersecurity risks and initiatives and set targets through a new Cybersecurity Executive dashboard. Get the overall summary of vulnerabilities with visualizations of all or prefiltered active vulnerabilities on the new Vulnerability Manager Workspace landing page. Customize questionnaires for exception requests for a specific set of vulnerabilities. Import the Common Security Advisory Framework (CSAF) format through XML/JSON file import, and map the solutions with the related vulnerabilities. See Vulnerability Crisis Management for more information.
Vulnerability Response Integration with Microsoft Defender for IoT (Azure)	Import CVEs associated with OT devices from Microsoft Defender for IoT (Azure) and create vulnerable items (VITs) to provide a single view of OT devices vulnerability data with production process context. Run imports of vulnerabilities automatically on your own schedule. Using assignment rules for VITs can be automatically routed for remediation to local site-based teams to take risk-based action. See Vulnerability Response Integration with Microsoft Defender for IoT (Azure) for more information.
Vulnerability Response for Microsoft Defender for IoT (On-premises Management Console)	The Vulnerability Response for Microsoft Defender for IoT (On-premises Management Console) application, formerly known as Vulnerability Response Integration with Microsoft Defender for IoT (on-premises), was renamed for Washington DC. See Vulnerability Response for Microsoft Defender for IoT (On-premises Management Console) for more information.
Vulnerability Response integrations	Prioritize and address vulnerabilities efficiently and enhance your overall vulnerability management strategy by ingesting crucial information about vulnerabilities that are actively exploited using the Vulnerability Response integration with the CISA Known Exploited Vulnerabilities (KEVs) catalog. This integration also incorporates EPSS data from FIRST.org focusing on software vulnerabilities currently under exploitation. Ingest the newly introduced field Known To Be Used in Ransomware Campaigns in Vulnerability Response from Cybersecurity & Infrastructure Security Agency (CISA) Known Exploited Vulnerabilities (KEVs) catalog. See Vulnerability Response integrations for more information.
Walk-up Experience	Use the instance options to reconfigure the order of the tabs. Enables you to book an appointment for a 15-minute time slot. Configure the text direction from right to left for the Walk-up Experience Service portal with RTL support. See Walk-up Experience for more information.
Workflow Studio	Create process automation workflows from Workflow Studio. See all your process automation workflows from a single consolidated interface. See work details across your process automation workflows. See Workflow Studio for more information.
Workforce Optimization for Customer Service	Managers and supervisors can monitor voice queues and key performance indicators (KPIs). Managers and agents can synchronize their calendars and events with Microsoft Outlook. View performance metrics for consumer messaging channels. Agents can sign up for work shifts based on their availability and preference. See Exploring Workforce Optimization for Customer Service for more information.
Workforce Optimization for ITSM	Enable your users to gain ServiceNow skills by integrating with ServiceNow University. See Workforce Optimization for ITSM for more information.
Workspace	Manage file sizing for documents and attachments. Organize access to attachments by role with module encryption. Streamline workspace navigation with consolidated actions in the navigator, collapsed Activity stream entries with tiles, and updated navigation messages. Get more versatility while working in your workspace with more supported field types, unified actions, and auto-save functionality for emails. See Configurable Workspace UI for more information.
Zing text indexing and search engine	Improve search recall by making text from multi-row Service Catalog variable sets searchable in global search. See Zing text indexing and search engine for more information.