Highlights for all Australia features and products

Cumulative release notes summary on highlights of Australia features and products.

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

Application or feature	Details
AI Control Tower	AI assets—including AI models, AI systems, prompts, datasets, and MCP servers can be categorized as either managed or unmanaged. AI connections are introduced in AI Control Tower using Service Graph Connectors (SGC). The AI model providers supported by ServiceNow contains providers such as Now LLM Service, AWS Claude, Now LLM-LTS model etc. The AI model providers configured by your organization contains providers such as Perplexity, IBM Watson etc. AI Gateway offers Global MCP clients, which once created can be used across all MCP severs. A Gateway offers MCP Catalog to choose while adding MCP servers into AI Control Tower. See AI Control Tower for more information.
AI Risk and Compliance	Classify AI systems based on regulatory risk at intake by applying a configured Risk Assessment Methodology (RAM), enabling early risk identification and consistent AI governance decisions across the system life cycle. Submit AI cases anonymously to report potential AI risks or concerns without disclosing your identity, helping improve early risk visibility and participation in AI governance. Offboard AI assets with structured life-cycle tasks to help ensure governance and risk activities are completed when systems are retired or replaced. See AI Risk and Compliance for more information.
AI Search	Provide actionable search and chat responses in global and workspace search with support for Now Assist Multi-Content Response Genius Results. Improve search precision and contextual relevance with hybrid search. Augment the enhanced chat experience by configuring AI Search as the source for Ask Now Assist suggestions. Gain insights into search behavior with a refreshed and updated Search Preview UI. See AI Search for more information.
AI Search Admin
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. Client Next Experience APIs include client APIs compatible with the Next Experience UI. See API implementation and reference for more information.
Access Management	Early Availability Use ServiceNow® Access Analyzer v6.1, a self-service tool designed for AI administrators or creators to validate the access controls configured within agentic assets (agentic workflows and AI agents). Use new preconfigured query ACLs for most platform plugins, as part of ongoing security risk mitigation. These base system ACLs significantly reduce the need to run the QueryRangeACLAuditor tool. See Access Control List Rules for more information.
Accounts Payable Operations	Leverage Accounts payable document classification skill to classify email attachments into invoice, credit memo, or supporting documents based on the AI recommended confidence score resulting in error free invoice data extraction. Validate supplier provided tax against a system-calculated tax by integrating an enterprise-grade tax engine resulting in straight-through processing of invoice while improving accuracy, compliance, and operational efficiency. See Accounts Payable Operations for more information.
Activity Management	Enable email activity capture into ServiceNow Customer Relationship Management (CRM) software using the CRM Outlook Add-in. Define, plan, capture, and track customer interactions such as discovery calls, demos, and customer business reviews (CBRs) across different channels such as emails, calls, meetings, and more. See Activity Management for more information.
Adoption Services	Use Onboarding modals that now align with the theme of the chosen ServiceNow® instance. Discover and select Guided Tours from the list that is available in Help Center. See Adoption services for more information.
Advanced Approval Management	Create approval workflows that specify appropriate approvers and define the approval steps within a workflow. Automate the approval workflow by setting conditions that automatically trigger the approval process and route approvals to designated approvers. Provide sales teams with visibility into the approval process so that they can monitor approval status, review approver comments, and track assignment and completion dates throughout the approval cycle. Provide approvers with multi-channel approval options, for example using email, the mobile app, or the CSM Configurable Workspace to approve approval requests. Set up automated email and push notifications to inform and remind approvers and sales agents of requested approvals and their status. See Advanced Approval Management for more information.
Advanced Risk	Assign risk event owners, issue owners, and risk event approvers based on entity fields, in addition to static user or group selection. Use the Risk Suggestion AI Agent to refine and confirm risks, by providing additional context and reviewing, updating, renaming, or removing suggested risks before they’re added. Use a structured workflow to draft, review, and approve control objective updates before making them active. See Advanced Risk Assessment for more information.
Advanced Work Assignment (AWA)	Use AWA with non-task and non-interaction tables such as leads, opportunities, orders, and quotes. See Advanced Work Assignment for more information.
Agent Workspace for HR Case Management	Enable CCaaS providers to display native voice and callback integrations so that HR agents can manage customer calls directly from HR Agent Workspace. Recommend actions based on the context of the case, helping HR agents resolve HR cases efficiently. See Agent Workspace for HR Case Management for more information.
Agent experience for CSM	Minimize drafts of comments, work notes, and emails to a dock at the bottom of CSM Configurable Workspace and keep track of documents in this centralized location. Enable agents to work from a single location with the ability to view CSM Configurable Workspace record pages in other workspaces. Populate interaction wrap-up codes and notes by using AI, saving agents time. Auto-populate record fields and email drafts with dynamic values using form templates. See CSM Configurable Workspace for more information.
Agentic Contact Center for Banking
Agentic Desktop
App Engine Management Center	Use the improved filter feature to sort requests based on specific criteria. See App Engine Management Center for more information.
App Engine Studio	Several Integration Hub flow templates are being deprecated. See Build apps using App Engine Studio for more information.
Asset Audit Response
Authentication	Enable caller access to AI voice agents by configuring the required identification and authentication factors. Secure the web embeddables feature for authenticating the ServiceNow®'s web components that are used in third-party portals. Use the granular roles to complete administrative configuration tasks for Authentication without requiring the full admin role. Use the enhanced Auth Scope for your Inbound Integrations. See Authentication for more information.
Buying Group	Buying Group provides information on the customer stakeholders involved in a purchase decision for a product or solution, supporting multiple roles and persisting before, during, and after an opportunity. See Buying Group for more information.
CPQ	Provides a single‑page, scalable transaction user experience that enables you to configure and manage thousands of line items with search, filtering, rollups, and in‑memory rule execution. Attribute‑based rules, events, calculations, and workflow stages enable consistent pricing, validations, and process control without heavy scripting. Transaction Manager's API‑first design integrates with Salesforce, ServiceNow, and downstream systems, acting as the system of record for transaction data while remaining CRM‑agnostic. Duplicate an existing solution configuration node in a set, directly from the solution configuration navigation sidebar to use it as the starting point for a new node. For more information, see CPQ Configurator.
Card data security	Display sensitive documents, and mask or reveal PANs in the FSO workspace with the Card data security container. View external documents from card networks, acquirers, and merchants at the transaction level of a dispute in an updated Attachments view. See Card Data Security for more information.
Care Team Operations for Biomed	Care Team Operations for Biomed has received security enhancements in the Australia release. See Care Team Operations for Biomed for more information.
Care Team Operations for Environmental Services	Care Team Operations for Environmental Services has received security enhancements in the Australia release. See Care Team Operations for Environmental Services for more information.
Care Team Operations for Facilities	Care Team Operations for Facilities has received security enhancements in the Australia release. See Care Team Operations for Facilities for more information.
Care Team Operations for Healthcare IT	Care Team Operations for Healthcare IT has received security enhancements in the Australia release. See Care Team Operations for Healthcare IT for more information.
Care Team Work Management	Create ad-hoc or recurring scheduled task plans for care teams across one or more units. Use the unified workspace landing page for managing cases and tasks. Streamline rounding workflows and reduce administrative burden by leveraging the Operational Rounding playbook. See Care Team Work Management for more information.
Case and Knowledge Management	Restrict access to HR data with Granular admin roles in Case and Knowledge Management. Find users who can access HR cases in an instance based on COE security policies, using the COE Security Diagnostics tool. See Case and Knowledge Management for more information.
Case management for CSM	Major cases now have the same case type as the original case, and associated child cases also have the same case type. Enhancements to task plan templates to support task dependency, and to support document attachments in task plan template items. Migrating several applications from family to store. See Case management for Customer Service Management for more information.
Change Management	Configure the properties in Change Management application using the sn_change_admin role. Manage conflict detection for change request using the new Exclude from conflict detection option. Configure change templates with a specific change model. Use change templates to manage the change request creation process. See Change Management for more information.
Clone Admin Console	Access all clone functions from the Clone Admin Console menu navigation item. Submit additional clone requests to a target instance with an existing scheduled clone that is at least seven days apart. See Instance Clone for more information.
Cloud Cost Management 10.0	Manage your Azure cloud cost data with support for FinOps Open Cost and Usage Specification (FOCUS), the industry standard for cost and usage data. Gain financial clarity and reporting flexibility by choosing to view your cloud cost data in your preferred currency. Get centralized visibility into the Microsoft Partner Agreement (MPA) account spend when operating under a Managed Service Provider (MSP). See Cloud Cost Management for more information.
Code Signing	Gain complete visibility into coverage by proactively identifying eligible records with missing signatures using the optimized guardrail scan. Install build time signatures for records in all trued-up application versions, thus eliminating the self-signing process. Ensure reliable script verification by supporting multiple signatures for a record across certificates. Reduce upgrade failures and improve compliance for customers using custom and certificates. See for more information.
Collaborative Work Management	Save time and find relevant work easily by using filters in the Kanban view. Improve sprint visibility by breaking user stories into scrum tasks that Now Assist can generate automatically. Spot bottlenecks early by linking work items as blocking or related, with visual cues that surface dependencies across Kanban, List, and Gantt views. See Collaborative Work Management for more information.
Common Governance, Risk, and Compliance feature	Automatic redirection from GRC notification links to the appropriate workspace view based on the recipient's persona and access permissions. The Tasks page now loads faster by showing an instant overview of task counts and progressively loading detailed tasks. See Common Governance, Risk, and Compliance features for more information.
Compliance Case Management	Automatically generate an AI-recommended compliance case summary from varied compliance case data, reducing investigation time and enabling faster, more consistent decision-making. Anonymously report compliance violations through a secure portal that maintains complete identity protection while enabling organizational trust and regulatory compliance. See for more information.
Configurable Workspace	Add a background color to fields including unsaved fields and fields with highlighted values. Apply commands with keyboard shortcuts for journal fields. Set conditions and use the email composer within form templates. Edit or delete Activity stream posts, and add knowledge base links from recommended actions. Implement declarative actions without assuming page ownership, and override attributes without altering the base action. See Configurable Workspace UI for more information.
Configuration Management Database (CMDB)	Users with CMDB related roles can perform all CMDB functions as access to CMDB tables is no longer restricted to users with elevated privileges. Switch into using the Service Graph Workspace instead of CMDB Workspace. The Service Graph Workspace provides access to data such as company, location, user and CMDB. The new workspace is specifically organized to help CMDB administrators, data owners, and analysts work efficiently with the CMDB. Simplify duplicate CI remediation by using the Now Assist for CMDB remediation option in the Duplicate CI Remediator, and using the automatically-filled remediation options. Use Dynamic Identification and Reconciliation Engine (IRE) that eliminates the need for manually-created identification rules and reduces incorrect detection of duplicate CIs in the CMDB. Protect sensitive information with domain separation that supports key CMDB tables such as the Key Value [cmdb_key_value] table. See Configuration Management for more information.
Continuous Authorization and Monitoring	Automatically generate engagements by importing Assessment Plan (AP) files. Additionally, export engagement data in OSCAL format from the current instance. Make incremental changes to control sets in authorized packages without having to reset the entire package life cycle. Inherit individual requirements for baseline controls from multiple Common Control Providers (CCPs) across different authorization packages. View and edit Controls and Engagements sections in Authorization Packages in a hierarchical grid. Control visibility of UI elements across different workflow steps through state model attributes. See Continuous Authorization and Monitoring for more information.
Contract Management Pro
Customer Contracts and Entitlements	Support derived priced products in Contracts and Entitlements workflows. Support contract consolidation and merge operations. See Customer Contracts and Entitlements for more information.
Customer Service Problem Management	Use Alternative Dispute Resolution (ADR) feature to acknowledge and register customer disputes, complaints, or ADRs, conduct investigations, and deliver timely resolutions. See Customer Service Problem Management for more information.
Customer Success Management	Guide users through the product adoption roadmap. Provide increased expansion and advocacy opportunities. Search the record's title, subject, or short description using AI search. See Customer Success Management for more information.
Customer self-service for Sales and Order Management	Enable business-to-business (B2B) customers to create invoice dispute cases for quantity, pricing, or date discrepancies through an intuitive playbook experience. Enable customers to view invoices and invoice details directly from the Business Portal, providing transparency into billing information. Provide customers with visibility into invoice case status, resolution steps, and associated invoice lines to track dispute progress. See Customer self-service for Sales and Order Management for more information.
Data Management	Store archive records and attachments in columnar format outside the primary instance. Enable users to complete administrative tasks in Data Management without the full admin role. See Data Management for more information.
Data Management for CSM	Implement granular administrative roles across the Customer Data Foundation (CDF) for better access control over user permissions and data. Support unified user modeling with Contact as Consumer functionality, enabling the user to function as both a business-to-business (B2B) and a business-to-consumer (B2C). Migrate the Household (com.snc.household) plugin to ServiceNow Store for improved packaging and deployment flexibility. Enable billing account support on Sold Products to give agents instant financial context, accelerate billing case resolution, and improve billing accuracy and transparency. See Data management for Customer Service Management feature for more information.
Data Privacy	Discover and block sensitive data from user inputs to prevent it from entering the platform, alert users when sensitive data is entered to raise awareness, and leverage sensitive data logs to understand where and who is entering sensitive data. Scan and quarantine attachments that contain sensitive data to restrict their access and downloading. Define conditions for the anonymization of sensitive data to meet business specific requirements. Use the enhanced data anonymization dashboard to obtain insights and metrics about data protection and anonymization for executive reporting. See Data Privacy for more information.
Decision tables in Workflow Studio	Sorting in decision tables arranges columns according to conditions and values, making complex logic easier to manage and analyze. See for more information.
DevOps Change Velocity	Gather JFrog evidence seamlessly and create change records automatically. Connect to JFrog using the secure bearer token authentication. Connect to DevOps Change Velocity through HTTP proxy settings in your Docker deployment. See DevOps Change Velocity for more information.
Developer Sandboxes	Upgrading an instance recreates sandboxes and backs up any update sets. Cloning automatically recreates sandboxes on an instance. A new plugin supports clone preservation when cloning an instance with sandboxes. See Developer Sandboxes for more information.
Digital End-User Experience	Enable service desk agents to view and manage the top 10 CPU and memory-consuming processes in the Investigation tab of incident records, with automated snapshots every 30 minutes to quickly identify and end processes causing device issues, thus improving service desk productivity. View device boot time metrics to assess system startup health and identify potential issues. Gain deeper visibility into device performance with GPU (Graphics Processing Unit) utilization metrics. Apply remedial actions to multiple devices at once directly from the Insights page to resolve issues faster with bulk remediation. Monitor system-level events from Windows and macOS devices to gain deeper insight into device health and stability. Configure events of interest and capture event data directly in ServiceNow to support incident investigation and proactive service desk operations. See Digital End-User Experience for more information.
Dispute Content Pack for US Regulations	Improve compliance with US Regulation E (Reg E) and Regulation Z (Reg Z) through the Service Level Agreement (SLA) definitions enhancements. See Dispute Content Pack for US Regulations for more information.
Dispute Rules Content Pack for Mastercard	Ensure that dispute cases are compliant with Mastercard core rules through refined chargeback eligibility rules. Streamline dispute intake process through an updated questionnaire. See Dispute Rules Content Pack for Mastercard for more information.
Document Services	Introduced granular roles to complete administrative configuration tasks without requiring the full admin role. Manage documents in Workspace with a comprehensive, user-friendly document management system that consolidates and enhances platform capabilities. Manage documents quickly and get complete visibility across all entity-level folders and business records in a single unified view. Streamline operations with drag-and-drop uploads and direct cloud integration, allowing file management through quick actions directly from file cards. Enhanced control provides teams with real-time visibility over the document life cycle via in-line metadata editing, automatic version tracking, granular permissions, and embedded workflow assignments on the file card. See Document Services for more information.
Employee Center	Add editable, tab-specific filters to the Enhanced Requests Experience functionality on the Employee Center portal to make searching and managing requests more streamlined. Enable employees to check their latest company news and upcoming events using Now Assist in Virtual Agent with the Company News & Events AI Agent in the Now Assist for Employee Experience. The AI Agent displays a list of all the latest news and planned events in the company. Employees can check all their to-do tasks and pending approvals using Now Assist in Virtual Agent for Microsoft Teams. Add granular admin roles to create an Employee profile. Simplify how employees move through by providing a modern, left‑aligned, one‑level navigation that reduces cognitive load and adapts seamlessly across desktop and mobile. Improve accessibility by allowing admins to configure widget heading levels (H1–H6) to meet organizational standards and support technologies. See Employee Center for more information.
Employee Center Pro	Add granular admin roles to the Integrated experience and service feedback functionality to decentralize administrative task management. See Employee Center Pro for more information.
Encryption	ManageField Encryption and Field Encryption Enterprise using the redesigned user interface. Enhance data security with the newly added External Key Management Service (EKMS) integration, enabling you to store encryption keys outside the instance for enhanced security. See Encryption for more information.
Encryption Key Management	GlideDigest has been updated to allow creation and verification of message digests using the SHA512 cryptographic hash function Admins can share module keys between instances offline to facilitate instance clones between on-premise instances using KMF. The signing and verification processes for JWTs are now integrated as operation types in the existing KMFCryptoOperation class. See Key Management Framework for more information.
Enterprise Architecture	Publish a Technology Reference Model (TRM) catalog using the ServiceNow Knowledge Management product to easily find, adopt, and share approved technology standards through a centralized, risk‑managed TRM catalog that is searchable using AI search capability. The published TRM catalog is accessible across the organization or beyond, as needed. Create documents for Enterprise Modeling and Visualization diagrams to publish, share, and archive diagrams together with their associated data. With a single action, you can transform diagrams into ready‑to‑use documents, reducing manual copy‑and‑paste effort. The generated documents support collaboration and editing, can be exported to PDF, and can support approval workflows for governed review and lifecycle management. Add and manage labels on the relationship lines more easily in blank diagrams, hierarchy diagrams, and Business Process Modeling Notation (BPMN) diagrams. Visually explore and analyze architecture data modeled using the Architecture Analyzer feature in the Enterprise Architecture Workspace. Store and manage architectural documents, including documents generated from diagrams in the modeling tool using the Architectural Documents under Information Portfolio. Explore and analyze Common Service Data Model (CSDM) architecture relationships directly on a visual canvas in the Enterprise Architecture Workspace. You can assess current state of an entity, understand dependencies, and share the insights with stakeholders. Apply the granular level admin role changes to provide safer and more controlled approach to manage access in the Enterprise Architecture Workspace. Determine the bubble size using the Overall score indicator on the Application Rationalization Bubble Chart page. See Enterprise Architecture Workspace for more information.
Enterprise Asset Management	Streamline complex maintenance activities across assets, asset groups, or locations with unified work order plans. Streamline inventory asset management with the expanded and efficient inventory auditing process. See Enterprise Asset Management for more information.
Event Management	Streamline Event Management setup with the new AI-guided Implementation Planner, helping admins configure ITOM AIOps faster and more accurately. Enable smarter alert grouping based on CMDB service relationships, with thresholds and seed prerequisites to reduce noise and improve operational efficiency. Enhance alert grouping by unifying Health Log Analytics and Event Management alerts, helping you reduce noise and act on alerts with greater confidence. Support OpenTelemetry (OTel) metrics through the MID Server API to simplify metric ingestion and enhance anomaly detection capabilities. ServiceNow Store updates for Event Management and Service Operations Workspace Some apps are updated monthly or quarterly via the ServiceNow Store. For information about cumulative release notes and compatibility information, see the ServiceNow Store version details: Event Management Integrations Launchpad Express List Alert Automation Service Operations Workspace (SOW) for ITOM See Event Management or Service Operations Workspace for ITOM for more information.
External Content Connectors
Field Service Management	Increase productivity by Field Service Managers, who can do their work from anywhere on their mobile device with Field Service Manager Mobile. Allow overbooking in priority cases, consider holidays at the territory level, enable flexible sourcing for work and travel times, and consider task dependencies when scheduling or rescheduling appointments through advanced lead-time management. Determine appointment availability without specific contact or location information by using territory and demand channel mapping through APIs. View run summaries in Schedule Optimization to understand what was evaluated during scheduling, including objectives, constraints, travel mode, and assignment outcomes. Review the Field Service Management features and activation plugins now available through the ServiceNow Store application. For more details, see the "Changed in the Release" section. See Field Service Management for more information.
Financial Services Card Operations	Streamline dispute document submission to Mastercard with the document attachment and validation enhancement. See Financial Services Card Operations for more information.
Financial Services Operations Integration with Mastercard	Help prevent storage or transmission of Payment Card Industry (PCI) data for card disputes within your ServiceNow instance by using updated subflows. Streamline dispute document submission to Mastercard with the document attachment and validation enhancement. See Financial Services Operations Integration with Mastercard for more information.
Financial Services Operations Integration with Visa	Use updated subflows to help prevent storage or transmission of Payment Card Industry (PCI) data for card disputes within your ServiceNow instance. See Financial Services Operations Integration with Visa for more information.
Goal Framework	Use the enhanced Goal, Target, and Strategic Priority forms to more effectively manage and track your organization’s goals. See Goal Framework for more information.
Goal Framework for SPM	Define targets across multiple organizational levels with the Assigned entity field in the target form. See Goal Framework for SPM for more information.
Hardware Asset Management	Gain insight into the approximated life-cycle dates for hardware and consumable products. Streamline inventory asset management with the expanded and efficient inventory auditing process. Streamline and improve the asset management process for retired assets with the expanded asset disposal workflow. Streamlined Advanced Shipment (ASN) import process with support for users with specific functional roles. Save time and effort by copying a model from the Content lookup portal to create a record in your ServiceNow instance. See Hardware Asset Management for more information.
Healthcare Operations Core	Healthcare Operations Core has received security enhancements in the Australia release. See Healthcare Operations Core for more information.
Healthcare and Life Sciences Service Management Core	Healthcare and Life Sciences Service Management Core has received security enhancements in the Australia release. See Healthcare and Life Sciences Service Management for more information.
Hermes Messaging Service	Create more Hermes topics for specific events or integrations with an expanded topic limit. View granular usage metrics in the Hermes Usage Dashboard. Restrict access to the Hermes cluster based on the client IP address. See Hermes Messaging Service for more information.
ITOM AIOps	ServiceNow Store updates for ITOM AIOps The majority of ITOM AIOps apps are updated monthly or quarterly via the ServiceNow Store. The latest updates are available in the ServiceNow Store. For cumulative release notes and compatibility information, see the ServiceNow Store version details: Service Reliability Management (SRM) Service Level Objective Management Service Observability Event Management Health Log Analytics AIOps Dashboards Agent Client Collector Log Analytics (ACC-L) Integrations Launchpad Express List Metric Intelligence Alert Automation Now Assist for ITOM Learning Enhanced Automation Playbook (LEAP) Service Operations Workspace (SOW) for ITOM See ITOM AIOps for more information.
ITOM Visibility	Discovery: Power Shell 7 support for Discovery. Kubernetes Visibility Agent (KVA) and Service Mapping: Create service maps for extended services beyond Kubernetes. Store updates for ITOM Visibility The majority of Visibility apps are updated monthly or quarterly via the ServiceNow Store. The latest updates are available in the ServiceNow Store. For cumulative release notes and compatibility information, see the ServiceNow Store version details. Service Mapping Plus Discovery Admin Workspace Discovery and Service Mapping Patterns Certificate Inventory and Management Kubernetes Visibility Agent Agent Client Collector for Visibility Service Graph Connector for AWS Service Graph Connector for Microsoft Azure Service Graph Connector for GCP Tag Governance See ITOM Visibility for more information.
Identity	Use the granular roles to complete administrative configuration tasks for Identity without requiring the full admin role. Configure AI Agents or AI users by selecting the AI option from the Identity type drop-down menu. Use the ai_user_admin role for creating, editing, and role management of AI users. Using the role you can view, create, edit, assign roles to, and delete users with the identity type as AI. Use role masking for AI agents and agentic workflows to limit the inherited roles during tool execution, verifying that AI agents run with restricted privileges, minimizing potential security risks and helping prevent unintended actions. Use the Identity sub-type field to categorize the identity type while creating a user. See Identity for more information.
Impact	Streamline the Impact Store Application configuration with the updated Impact guided setup. Proactively identify, prioritize, and resolve technical debt with the Impact Health Agent, a collection of AI-native tools embedded within the Impact Platform Health experience. Provide access to partners with the impact_partner_role. View true applications capabilities organized by product lines. See Impact for more information.
Import and Export	Enable large exports with parallel export sets. Exporting data in parallel can enable your integrations to finish in less time and create less of an impact on other tasks. Configure a separate connection alias for JDBC data sources. Configuring the connection alias separately enables you to reuse it rather than having to reconfigure it with each JDBC data source. See Imports and Exports for more information.
Incident Management	Perform the incident, major incident, task outage, and related communication features configurations using granular admin roles. Enhance communication capabilities with the form channel added to response templates. See Incident Management for more information.
Industrial Connected Workforce Core	Standardize your industrial data across equipment hierarchies, functional locations, calendars, and workforce structures to drive operational consistency. Strengthen governance of industrial task records, worker skills, and operational compliance across your organization. Accelerate cross‑application task creation and record synchronization with expanded workflow orchestration. Improve system responsiveness with performance optimizations that reduce load times and increase record processing throughput. Enhance interoperability across the ICW suite applications with improved integration capabilities for downstream applications. See, ICW Core for more information.
Industrial Connected Workforce Mobile Experience	Empower shop floor workers with new mobile task views and production‑day filtering to focus on what needs immediate attention. Access and navigate published standards on any device with an enhanced Standards Hub optimized for small‑screen navigation. Report issues faster with streamlined creation of actions, deviations, and breakdown reports directly from the shop floor. Find the information that you need quickly using AI-powered search functionality across tasks, standards, and articles from a single mobile interface. Improve guided task accuracy and speed with integrated barcode and QR scanning support. See Exploring Industrial Connected Workforce Mobile Experience for more information.
Industrial Guided Tasks	Design structured digital workflows faster with an enhanced guided task authoring experience. Evaluate task outcomes accurately using a smart assessment engine with scoring rules, conditional logic, and validation. Improve frontline execution with usability features such as barcode or QR scanning, step‑by‑step guidance, and offline support. Track guided tasks through their full life cycle using intuitive workflow states that support clearer governance and audit readiness. Extend task governance across the ICW suite through integrations with Industrial Standards, ICW Mobile, and ICW Core. See Exploring Industrial Guided Tasks for more information.
Industrial Process Manager	View both unmapped and all Operational Technology (OT) devices in separate tabs while mapping them to equipment model entities for an organized view of your OT devices. Visualize your OT network using the OT Network Map. Automatically create a location for equipment model entities to visualize your location hierarchy. Use the updated Automated Mapping Across Zone-based IP Network Groups (AMAZING) feature to uniquely identify OT devices during equipment model entity mapping. See for Industrial Process Manager more information.
Industrial Standards	Create and manage operational standards faster with a new authoring experience that includes built‑in guidance, validation, and structure rules. Find and compare standards efficiently using an enhanced Standards Hub with faster filtering and optimized layouts for any screen size. Align task generation with shift handovers and production calendars through scheduling engine improvements that include offset configuration and richer recurrence patterns. Skills‑based execution controls help to ensure that qualified operators are performing the designated work. Strengthen your audit process with a structured versioning model that logically categorizes standards across their life cycle. See Exploring Industrial Standards for more information.
Instance Data Replication	View updated diagnostic test descriptions and results on the redesigned IDR Diagnostics page. See Instance Data Replication for more information.
Instance Scan	Enable parallel scans to streamline processing and reduce completion times. Experience the new scan_check_writer role to write checks in the Instance Scan table. Execute scans on inactive and base system records by enabling certain system properties. See Instance Scan for more information.
Integration Hub	Integrate your on-premise ServiceNow instance with your local Kafka environment with Direct Kafka. Simplify topic management in Stream Connect with topic aliases. A topic alias is a unique topic name that can be connected to any underlying Hermes or Direct Kafka topic. View detailed statistics and monitor the health of your Integration Hub Remote Process Sync (RPS) integrations with the Remote Process Sync Dashboard. See Integration Hub for more information.
Intelligence for CSM	Use AI to populate interaction wrap-up codes and notes, saving agents time. Simplify metadata management by granting developer roles and privileges to your granular admin users. See Intelligence for CSM for more information.
Knowledge Center	Use Knowledge Center to manage and distribute organizational knowledge through a centralized and organized interface. Enhance productivity, reduce redundant work, and help confirm that users have access to the latest and most accurate information. Format your content within a knowledge article using editing tools in the article editor. Improve the quality and health of knowledge articles with article optimization scans, confirming that the information is latest and relevant. Merge duplicate knowledge articles with Now Assist to improve content quality, maintain the source references, and keep your knowledge base clear, reliable, and easy to manage. See Knowledge Center for more information.
Knowledge Graph
Legal Conflict of Interest
Legal Matter Management
Legal Request Management
Localization Workspace	Set up language providers and language groups with confidence, assisted by the new Guided Tours in the Localization Workspace interface. Upload your glossaries to the new Language Asset Management tab for editing and storage. Cancel translation requests, delete draft requests, and review archived requests from the Localization Workspace landing page. View the translation method from the translation request summary. Use intelligent due date suggestions based on the size and scope of your requests when creating translation requests. See Localization Workspace for more information.
MCP Server Console
MID Server	MID Server comes bundled with Java Runtime Environment version 21.0.7 and requires a minimum JRE version 17.0.10. MID Server's CyberArk integration adds a REST-based CCP option alongside the existing AIM SDK method, providing flexible, interchangeable integration choices. MID Server smart workload manager continuously evaluates load and assigns jobs in a cluster to ensure that no server is overloaded. See MID Server for more information.
Manufacturing Commercial Operations	The product non-conformance management is an AI-powered unified portal that enables from submission to resolution with quality inputs, duplicate detection, and faster actions. The product non-conformance submission is an AI playbook portal that enables in refinement, prediction, extraction, duplicate detection, and pre-submission corrections. The product non-conformance resolution is an AI playbook resolution that enables context-aware recommendations, early corrections, reduced manual analysis. The data model for the recall management Agentic AI workflow. See Manufacturing Commercial Operations for more information.
Mobile Platform	Speak with an AI-powered voice assistant directly from your mobile device. Use the enhanced mobile offline capabilities, including seamless online-to-offline continuity. Assign the new mobile_admin role to administrators who specifically configure mobile applications. See Mobile Platform for more information.
Next Experience	Manage the visibility of page alerts with a new accessibility user preference. Explore a modernized Coral theme with better contrast, rounded UI elements, improved dark mode, and AI-focused enhancements. 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 Horizon site Components section. 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 that 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).
Next Experience Developer (NED) Tools	View an updated homepage in the Service Workers tab. Exclude filters in the Events tab to filter out specific events. Get a log of updates from the journal section in the Components tab. See Next Experience Developer Tools for more information.
Notifications	Integrate personal corporate mailboxes with in ServiceNow to send and receive emails. Send outbound emails from the ServiceNow instance using Microsoft Graph. Encrypt inbound email attachments in CLE-enabled tables and decrypt them for outbound emails. Enhanced inbound email classification to support thread-index header for emails generated via Microsoft or Microsoft Outlook ecosystem. Deliver critical push notifications even when users are logged out. See Notifications for more information.
Notify	Use the Notify granular admin role to configure Notify features. See Notify for more information.
Now Assist	Merge duplicate articles Merge selected duplicate knowledge articles into a new consolidated article using Now Assist in Knowledge Management. The merge preserves references to source articles and helps maintain a clean, high‑quality knowledge base.
Now Assist for App Engine
Now Assist for Care Team Operations
Now Assist for Collaborative Work Management (CWM)	Generate formulas for your CWM tasks using a natural language description of a calculation. Generate scrum tasks for stories based on their context. See Now Assist for Collaborative Work Management (CWM) for more information.
Now Assist for Configuration Management Database (CMDB)	Dive deeply into CI and class information while working in CI forms, dashboards, home pages, and other views on the workspace. Search the Service Graph database using natural language See Now Assist for Configuration Management Database (CMDB) for more information.
Now Assist for Configure, Price, Quote (CPQ)
Now Assist for Creator	Australia release Create and update applications in ServiceNow Studio using Build Agent. Generate application modules in UI Builder workspaces using natural-language prompts. Learn how to vibe code, using an AI-first approach to development, in the new vibe coding documentation. See Now Assist for Creator for more information.
Now Assist for Employee Center Pro	Use AI-powered capabilities, enterprise search, and omnichannel delivery to meet your productivity needs. See for more information.
Now Assist for Enterprise Architecture (EA)	Generate insights for the widgets available on the Enterprise Architecture Dashboard page. Generate a context-sensitive summary for business applications based on the page that you’re generating the summary from. Compare any two versions of a diagram and generate a summary in the Enterprise Modeling and Visualization page. See Now Assist for Enterprise Architecture (EA) for more information.
Now Assist for Enterprise Asset Management (EAM)
Now Assist for FSM
Now Assist for Financial Services Operations (FSO)	Accelerate customer service for banking by using the Customer Service Representative (CSR) Helper AI Agent, which delivers real-time live assistance, intent detection, and AI-generated recommendations to CSRs during active calls. Reduce handle time with automatic call summarization: when a call is transferred from IVR or a Voice AI Agent to a human agent, a contextual summary of the customer's issue is made available. Ask customer-specific questions using the Customer Insight AI Agent, which answers natural-language Q&A queries about a customer by dynamically drawing on data from core banking systems. Give front-office banking agents a unified Customer 360 view enriched an AI-generated summary of a customer's profile, outlining owned products, recent transactions, interaction history, and open cases. See for more information.
Now Assist for HR Service Delivery (HRSD)
Now Assist for IT Operations Management (ITOM)	Analyze a Service Observability dashboard to find performance insights. Understand service health by analyzing all available Service Observability dashboards for a service. See Now Assist for IT Operations Management (ITOM) for more information.
Now Assist for IT Service Management (ITSM)
Now Assist for Legal Service Delivery (LSD)
Now Assist for Manufacturing Commercial Operations (MCO)	Enable the recall manager to plan and execute phases and sub-phases recall campaigns using the plan and execute recall campaign phases and sub-phases AI agent. Enable a non-conformance description to verify that the requirements are clearly stated. See Manufacturing Commercial Operations for more information.
Now Assist for Operational Sustainability Management	Automatically extract units from invoices and update metric data with accurate unit values. See Now Assist for Operational Sustainability (formerly ESG) for more information.
Now Assist for Operational Technology Service Management (OTSM)	Australia Quickly understand the OT incident context and respond to user inquiries by using the OT incident summarization skill. Help save time by automatically updating the resolution notes for an OT incident. Generate a KB article when an OT incident is resolved by using an agentic workflow. See Now Assist for Operational Technology Service Management (OTSM) for more information.
Now Assist for Order Management
Now Assist for SFA
Now Assist for Sales and Order Management for Telecommunications (SOMT)	Automate the customer move order capture journey to reduce the manual effort. See Now Assist for Sales and Order Management for Telecommunications (SOMT) for more information.
Now Assist for Software Asset Management (SAM)
Now Assist for Source-to-Pay Operations	Prioritize cases by using the sentiment analysis skill to analyze a fulfiller's tone or sentiment of invoice cases, procurement cases, supplier cases, and tasks. Draft professional email responses automatically for invoice cases, procurement cases, supplier cases, tasks with the email response generation skill. Generate reports, visualizations, and KPIs using natural language queries with the AI data explorer. Enable buyers execute the best mitigation strategies by analyzing delivery gaps and proposing order changes with alternative suppliers.
Now Assist for Strategic Portfolio Management (SPM)	Use the demand summarization skill to generate a concise summary of a demand. Deliver clear, executive‑ready project status reports using AI. Use the AI insights page to view task, milestone, resource, financial, and RIDAC insights for a project. Use the goal insights skill to generate insights for goals to gain predictive, actionable visibility into goal health. Generate a story for your epic using Now Assist. See Now Assist for Strategic Portfolio Management (SPM) for more information.
Now Assist for Telecommunications, Media and Technology (TMT)	Automatically draft, refine, and publish release announcement emails to the multiple customers regarding the product changes and features adoption. Identify and match internal experts to customer needs based on engagement context, skills, region, and real-time availability. Automatically monitor solution progress and sync real-time updates with the risk signals and solution synchronization agent. Generate customized product adoption roadmaps by analyzing customer characteristics, goals, and similar product adoption patterns. Analyze call, chat, billing, and interaction data with sentiment analysis for proactive service recommendations and faster issue resolution. See Now Assist for Telecommunications, Media and Technology (TMT) for more information. Automatically draft, refine, and publish release announcement emails to the multiple customers regarding the product changes and features adoption. Identify and match internal experts to customer needs based on engagement context, skills, region, and real-time availability. Automatically monitor solution progress and sync real-time updates with the risk signals and solution synchronization agent. Generate customized product adoption roadmaps by analyzing customer characteristics, goals, and similar product adoption patterns. Analyze call, chat, billing, and interaction data with sentiment analysis for proactive service recommendations and faster issue resolution. See Now Assist for Telecommunications, Media and Technology (TMT) for more information.
Now Assist for Third-party Risk Management (TPRM)	Early availability Use generative AI to recommend TPRM issues for reviewer validation. See Now Assist for Third-party Risk Management (TPRM) for more information.
Now Assist for Vault	See for more information.
Now Assist for Zero Copy Connector
Now Assist in AI Search
Now Assist in Contract Management
Now Assist in Document Intelligence	Early Availability View citations for multiple attachments using the document and visual insights AI agent. Create skills with data extraction, question answering, and summarization capabilities using document and visual intelligence in Now Assist Skill Kit. See Now Assist in Document Intelligence for more information.
Now Assist in Platform Analytics	AI-Generated Insights: Ask questions in natural language and see them turned into documented insights and visualizations. AI guides your analysis and suggests follow-up questions to deepen your exploration. Switch between two powerful modes, Standard analysis and Extended analysis, to uncover hidden insights. Integration with External Data: Extend supported data sources and enable seamless integration with external systems through Data Fabric tables to gain more complete insights across the company’s diverse data. Document Editing and Organization: Shape your data story exactly as you need it. Collect, edit, and organize insights directly within your exploration. Collaboration with Other Users: Transform data analysis by working simultaneously with colleagues in a shared space to refine analyses, align on insights, and accelerate data-driven decisions. Smart Integration with Contextual Intelligence: Trigger instantly from any application, list, or data visualization to access powerful insights enhanced by contextual awareness and usage patterns to highlight the data that matter most to you. See for more information.
Now Assist in Virtual Agent
On-Call Scheduling	Configure on-call schedule features using granular roles. Configure a monthly roster rotation for an on-call schedule to simplify shift management. See On-Call Scheduling for more information.
Operational Resilience	Export Digital resilience incident reporting (DRIR) action tasks in Microsoft Word, Microsoft Excel, or JSON for regulatory reporting. Generate consistent, regulator-ready reports using optional currency conversion and third-party expense aggregation in Digital Operational Resilience Act (DORA) Register of Information reporting. See Operational Resilience for more information.
Operational Sustainability Management (formerly Environmental, Social, and Governance Management)	Perform CSRD-compliant double materiality assessments in Socialsuite and automatically sync the results with the Operational Sustainability Management application. Configure thresholds with multiple levels, ranges, and automated actions that trigger when breaches occur. Automatically extract units from invoices and update metric data with accurate unit values. See Operational Sustainability Management (formerly Environmental, Social, and Governance) for more information.
Operational Technology Incident Management	Report an OT incident without an OT incident role using the Employee Center for OT. See Operational Technology Incident Management for more information.
Operational Technology Manager	Get a deeper look into your OT network with the OT network map in the Industrial Workspace, where you can view a site, its subnets, and the OT devices in each subnet. Keep your OT device data updated by using the Configuration Management Database (CMDB) OT class model updates and UI enhancements. See for Operational Technology Manager more information.
Opportunity Management	Record your planned or completed customer interaction or sales activity associated with an opportunity using a Touchpoint to capture engagement context throughout the sales life cycle. Associate competitors with opportunity product and product family, capture win/loss reasons, and record contributing factors to report and analyze competitor trends, product‑level competitive pressure, and opportunity outcome patterns. See Opportunity Management for more information.
Order Management	Enable agents and customers to make faster, more confident decisions on orders by instantly seeing the impact of price and quantity changes, ensuring clarity on what's owed for every update. Improve order approval accuracy by validating contract start and end dates and terms for recurring and entitlement orders, while preventing contract dates from being set on one-time orders. This helps orders process correctly the first and contract obligations to be properly tracked. Provide customers with the option to configure product workflows using the data-driven catalog subflow as an alternative to Flow Designer, giving more options for implementing product configurations. Enhance the Order management (OM) integration with Strategic Portfolio Management (SPM) for in-flight orders to support projects for site and maintain program project and sub-project hierarchy. See Order management for more information.
Password Reset	Use the Password Reset granular admin role to configure Password Reset features. See Password Reset for more information.
Performance Analytics	Remarque : The highlights for this release all refer to the newer Data Snapshots indicator architecture, which requires RaptorDB Professional. Create new Data snapshots indicators with unlimited breakdowns. Previously you could convert only existing indicators. These indicators are supported in Data Visualizations and in KPI Details. Track intraday changes with indicators such as changes between shifts. You can track changes in shifts that are still in progress, with data retrieved down to the minute level. View scores as they accumulate throughout the day without having to wait for end-of-day processing. When exploring a Data snapshots indicator with KPI Details, customizable score formats, apply flexible breakdowns and aggregation periods, direct alert subscriptions for targets and thresholds, and apply hierarchical roll-ups for breakdowns. See Performance Analytics (Indicator data sources) for more information.
Performance Analyzer	Group pages by variant to identity performance issues Filter client interaction lists to investigate user-specific performance issues. View a waterfall with macroponent server-side calls. See Performance Analyzer for more information.
Platform Analytics experience	Embed dashboards and visualizations directly in workspaces to see relevant KPIs where they act. Use a single, consistent visualization and filter model for table data, Performance Analytics indicators, Workflow Data Fabric, and UX analytics. Author and adjust layouts within the dashboard, which enables business owners to make changes without heavy developer involvement. Use performance enhancements, such as dashboard caching and UX improvements, to help shorten load times and improve day-to-day usability for high-traffic dashboards. See Platform Analytics experience for more information.
Playbook	Nest playbooks within other playbooks. Enable runtime users to launch a playbook on demand. Test playbooks with the Automated Test Framework. Preview the UI for an activity in when configuring a playbook activity in Workflow Studio. See Exploring Playbook for more information.
Policy and Compliance Management	Manage control objective changes through a structured workflow without affecting the active published record. Rationalize UCF and non-UCF control objectives together in a single rationalization process. See Policy and Compliance Management for more information.
Portfolio Planning	Create and manage demands from the Next Experience for Demand Management in Portfolio Planning. Guide demand managers and users through predefined stages and actions for each demand process using Playbook in Next Experience for Demand Management. Link AI systems to a demand using a Playbook activity in Next Experience for Demand Management. Consistent financial reporting across all baselines by support of investment currency on migrated financial baselines. Simplified user experience and focus on investment level financials view on investment currency fields for new customers. Complete and accurate currency data in all financial baselines for existing customers are now upgraded to include investment currency values. See Portfolio Planning for more information.
Predictive Intelligence	A new Predictive Intelligence Usage Analytics dashboard provides you with actionable insights into model performance, user engagement, adoption trends, and product health. See Predictive Intelligence for more information.
Privacy Management	Automatically generate an AI-recommended privacy case summary from varied compliance case data, reducing investigation time and enabling faster, more consistent decision-making. Anonymously report compliance violations through a secure portal that maintains complete identity protection while enabling organizational trust and regulatory compliance. See Privacy Management for more information.
Process Mining	Use parallel processing for playbook data. Benefit from the new use cases through the enhanced process step filter and rule-based findings. Mine Agentic AI logs. Easily identify your improvement opportunities through four new automated findings. Take advantage of Process Mining and Task Mining integration. Filter the data from the parent and child tables in the multidimensional projects. See Process Mining for more information.
Product Catalog Management and Pricing Management	Enable sales agents to create custom price and quantity ramps with segments of varied durations tailored to customer agreements. Provide visibility into how the final price for a derived product is determined using adjustment records. Set up pricing floor and ceiling controls for product offerings to keep pricing within acceptable ranges. Use standard predefined formulas (SUM, AVG, MIN, and MAX) in derived pricing calculations to capture adjustments at each pricing step. Enable agents and customers to view attribute-based pricing where the product offering price is based on a combination of attributes. See Product Catalog Management and Pricing Management for more information.
Product Support for Technology	Use analytics dashboards on the Service Delivery Overview page to improve usability and operational visibility. See Product Support for Technology for more information.
Project Portfolio Management	Update the idea and demand-related system properties by using the idea_admin or pps_admin roles. Link AI systems to demands in Demand Management. Generate a concise summary of a demand by using the demand summarization skill. See Explore Project Portfolio Management for more information.
Project Workspace	Integrate Hardware Asset Management (HAM) requests and refresh with Project Workspace, enabling hardware requests and refreshes to be planned and managed as part of strategic initiatives. Enable tracking of the hardware requests that are part of a Strategic Portfolio Management (SPM) project. View, assign, and approve resources directly from Resources page in Project Workspace without navigating to the Resource Management Workspace. See Project Workspace for more information.
Public Sector Digital Services	Consolidate the case narrative, evidence, entities, team assignments, investigative tasks, and related cases into a single record page with Investigative Case Management Foundation. Manage persons, property, vehicles, organizations, locations, and events, including specialized entity types like firearms with detailed identification, specifications, origin, and ballistic information, and link them to cases and to each other with Investigative Case Management Entity Management. Manage physical and digital evidence tied to investigative cases, with structure fields for collection details, source and context, security classification, and links to related entities such as persons, vehicles, locations, and organizations using Investigative Case Management Evidence Management. Synthesize narratives, entities, evidence, and activity history into a structured summary using Investigative Case Management Case Summarization. Validate large volumes of uploaded documents, verify information, flag issues, and highlight key details for case agents with the Document Screening Al Skill, used with Now Assist for Public Sector Digital Services (PSDS). See Public Sector Digital Services (PSDS) for more information.
Purchase Order Management	Create PO exceptions from universal requests during triage. Create PO exception tasks and track their progress directly from the PO exception. Get relevant data insights with improved visualization of new purchase order exceptions and PO exception workload distribution. Convert supplier emails into purchase order exceptions automatically when a registered supplier contact sends emails to a supplier inbox. Analyze delivery gaps and view suggested edits to orders with alternative suppliers with the define purchase order exception mitigation strategy agentic workflow See Purchase Order Management for more information.
Quote Management	Quickly understand the financial outcome of quote changes, making it easier to review, approve, and act on updated quotes with visibility into exact amounts owed. Enable sales agents to set a target outcome for a quote and let automated adjustments handle header-level discounting, removing manual trial-and-error and speeding up quote approvals. Improve quote data consistency by validating contract start and end dates across quote headers, parent lines, and child lines, preventing date conflicts during updates. Capture all involved parties, roles, and addresses at both quote header and line levels for end-to-end visibility and accuracy. See Quote Management for more information.
RPA Hub	You can now selectively define which actions (components) are handled within a Try-Catch block and which are handled outside it. Versions of model provider are now supported for RPA bot generation skill. See Learn about RPA suite of applications for more information.
Recommended Actions for HRSD	Provide relevant resources and recommendations to HR agents for speedy resolution of HR cases. See Exploring Recommended Actions for HRSD for more information.
Recommended Actions for Operational Technology Service Management (OTSM)	Use the AI Enhanced Recommended Actions for OTSM feature to access external sources related to an OT incident and review why the document is relevant to the incident. See Recommended Actions for Operational Technology Service Management (OTSM) and AI Enhanced Recommended Actions for Operational Technology Service Management (OTSM) for more information.
ReleaseOps
Resource Management Workspace	Guided setup for . Migrate the existing associated rate cards and rate models from resource plans to resource assignments. See for more information.
Retail	Enable HQ users and regional managers to create operational store plans involving cases and tasks for multiple stores through a guided, streamlined user experience. Schedule and manage recurring tasks such as daily store opening procedures with parent cases for store-level tracking. Fulfillment of store case and task for regional managers and store teams through Retail mobile app. See Retail for more information.
Return Merchandise Authorization
Sales Forecasting	Recalculate the forecasts on the Sales Forecast dashboard on demand. Define individual forecast owners and rollup owners based on their unique forecasting hierarchies. Enable multiple forecast models to define and manage forecasting rules. Support multiple rollup periods (weekly, monthly, quarterly) simultaneously. See Sales Forecasting for more information.
Sales Territory Management​	Sales Territory Member role gets access to view the sales territory associated on the CRM entities like Lead, Opportunity, Account, or Consumer. See Sales Territory Management​ for more information.
Security Center	Use the granular roles to complete administrative configuration tasks for Security Center without requiring the full admin role. Admins can create Security Tasks directly from any Platform Security page using a simple and intuitive chatbot experience within the Now Assist panel. Use the new Identity and Access Management (IAM) section in Security Center to access to critical IAM tools. The new section provides a comprehensive view of security metrics. See for more information.
Security Incident Response	Enable automated response actions by integrating CrowdStrike Next-Gen SIEM with the ServiceNow Security Incident Response platform to retrieve detections and convert them into security incidents. Fetch closed offenses from IBM QRadar into Security Incident Response. Rapidly build integrations for Security Incident Response using auto-code generation through the Now Assist LLM-powered integration builder. Ingest MITRE D3FEND data and visualize attack–defense relationships through an interactive graph directly within a security incident. See Security Incident Response for more information.
Self-service and omnichannel engagement for CSM	Enhance B2C consumer support through ServiceNow AI Platform self-service capabilities with the Consumer Portal. Embed components into external websites to provide users with access to the self-service capabilities on the ServiceNow AI Platform. Reduce manual documentation and maintain consistency by using Now Assist to auto-generate wrap up codes and summaries from transcripts. Enable agents to initiate outbound email interactions from contact or consumer records, with configurable automated reminders to end users, enabling proactive customer engagement and comprehensive email tracking. Improve reporting reliability and compliance with configurable wrap‑up codes for CCaaS and AWA‑routed email interactions. Schedule, reschedule, and cancel native callbacks from Agent Workspace across all omnichannel interactions (chat, voice, email, and messaging) and cases without switching to external tools or applications. See Omnichannels for communicating with customers, Self-service for Customer Service Management, and Interaction Controls Component (ICC) for voice calls for more information.
Service Catalog	Enable other users, who are added to the Secondary owner field, to edit catalog items. Let your requesters view the stage and the state of their requests while using the service fulfillment step. Configure catalog UI policies with scripts and multiple catalog UI policy actions in the Catalog Builder to facilitate the creation of complex catalog items. Hide or show variables on a grid layout of the multi-row variable set (MRVS) for a catalog item. Configure the update set prefix to set a custom name for the update set that gets generated automatically in the Catalog Builder. See Service Catalog for more information.
Service Exchange (formerly Service Bridge)	Service Bridge has been renamed Service Exchange. Streamline data replication from consumer to provider instances with consumer outbound foundation data sync. Get enhanced visibility into your instances with the Service Exchange center. Reduce onboarding complexity for consumers with auto-onboarding. See Service Exchange for more information.
Service Operations Workspace for ITSM	Redirect UI16 module navigation links to the equivalent SOW experience. Access SOW configuration and property pages of various SOW applications using granular admin roles. Improve the focus on relevant contextual information by hiding the contextual side panel for a specific table and tab combination. Configure reference field auto-load behavior from the SOW Admin Center. Enable service desk agents to easily create, manage, and track checklists for Request and RITM records directly within the workspace to confirm that all steps are completed. See Service Operations Workspace for ITSM for more information.
Service Portal	View the updated user interface for the Service Portal New Organization Chart widget. It includes additional display configurations, such as default and secondary field names. Use portal-specific authentication methods to allow users access to different portals without having to customize Service Portal authentication. Enhance Service Portal accessibility navigation for screen readers by using semantic tags. Use a Coral dark theme on a portal to improve focus, readability, and accessibility. Create theme variants for the Service Portal themes to tailor the visual experience for your users. See Service Portal for more information.
ServiceNow AI Platform core feature	Control whether read-only fields can be updated through client scripts and server-side operations by configuring read-only options. See Administer the ServiceNow AI Platform for more information.
ServiceNow IDE	Create or convert applications in the global scope with instances on the Australia release. See ServiceNow IDE for more information.
ServiceNow SDK	ServiceNow SDK version 4.4 includes updates to ServiceNow Fluent APIs. See ServiceNow SDK for more information.
ServiceNow Studio	Create and edit full-stack applications conversationally with Build Agent, an autonomous AI agent. Build pages for workspaces or custom web experiences in your applications by adding UI Builder files to your application in ServiceNow Studio. See ServiceNow Studio for more information.
ServiceNow Vault	Identify potential threats and data leaks using the new AI Insights section within the ServiceNow Vault console dashboard. Use guided setup to begin autoclassifying sensitive data within your Custom applications. See ServiceNow Vault for more information.
Sidebar	Move and resize the chat window using the Sidebar new dynamic window framework. Create standalone Sidebar discussions. See Sidebar for more information.
Smart Assessment Engine	Enable efficient, role-based collaboration by allowing primary owners to delegate assessment sections to subject matter experts (SMEs). Edit published templates quickly with inline edits and built‑in audit tracking. See Smart Assessment Engine for more information.
Software Asset Management	Streamline software lifecycle reporting and compliance management with a guided playbook. Use a consolidated Microsoft licensing report that unifies device and infrastructure deployment details with license consumption calculations and transparent explanations See Software Asset Management for more information.
Source-to-Pay Operations Integrations	Handle sales orders, procurement, finance, and so on, in Oracle Financial Cloud from your ServiceNow instance using the Source-to-Pay integration with Oracle Financial Cloud. Added enhancements to the Purchase Requisition Line (PRL) outbound staging table. Performance optimizations applied to the Purchase Order (PO) transform map. See Source-to-Pay integration with third-party applications for more information.
Sourcing and Procurement Operations	View supplier amounts in both local and original currencies across to-dos, emails, and relevant purchasing views. Enter and edit decimal quantities for service-based purchase requisitions and purchase orders, and enforce validation to prevent decimal quantities for goods. Classify service requests, purchase requisitions, and purchase orders into the correct spend categories automatically. Purchase on behalf of other users directly from Shopping Hub and track purchases using the business owner filter. Create a single sourcing request when a requester submits an intake request with multiple products or services. See Sourcing and Procurement Operations for more information.
Strategic Planning	Create and manage demands from the Next Experience for Demand Management in Strategic Planning. Guide demand managers and users through predefined stages and actions for each demand process using Playbooks in Next Experience for Demand Management. Link AI systems to a demand using a playbook activity in Next Experience for Demand Management. Generate a concise summary of a demand using the demand summarization skill. Use boards in Strategy and Goals to group and manage strategic priorities and objectives for your organization. Send notifications to target owners or contributors to ensure timely updates of target actuals. Define targets across multiple organizational levels with the Assigned entity field in the target form. Consistent financial reporting across all baselines by support of investment currency on migrated financial baselines. Simplified user experience and focus on investment level financials view on investment currency fields for new customers. Complete and accurate currency data in all financial baselines for existing customers are now upgraded to include investment currency values. See Strategic Planning for more information.
Subscription Management	View and filter Now Assist usage by domain in domain-separated instances. Monitor Workflow Data Fabric usage and view token use rate of each capability. See Subscription Management for more information.
Supplier Lifecycle Operations	Enable supplier managers and admins to create and manage smart assessments in bulk for internal and external users. Enhance email interactions for supplier managers by creating a centralized email view displaying all emails within the Source-to-Pay workspace at case, task, and supplier levels. Improved action plans with Gantt chart visualizations, email notifications, messaging, and activity streams. Automate the monitoring and follow-up of the expiring supplier documents. As documents approach expiration, supplier tasks are automatically generated in the supplier portal or workspace, requesting the document owner to submit updated documentation. After document expiry also, automatic tasks are created in place of follow-ups via email reminders and supplier cases. Enable supplier contacts to upload documents from the portal even if the supplier document configuration isn’t done. Remarque : This facility is already enabled for supplier managers in the previous releases. They can upload documents from the workspace even if the supplier document configuration isn’t done. See Supplier Lifecycle Operations for more information.
Synthetic monitoring	Create synthetic monitors directly from incidents to proactively detect issues and reduce repeat occurrences. Migrate and automate synthetic monitors via APIs for faster setup and easier scaling. See Synthetic monitoring for more information.
Table Builder	Read-only behavior is now controlled by the Read only option [read_only_option] choice field, which provides options such as Display Read Only or Strict Read Only. The existing Read only field will no longer be editable in the UI. See Table Builder for more information.
Telecommunications Customer 360	Provide agents with customer information, context, and insights for service problem analysis and faster resolution. Enable agents to create cases for billing and service-related issues, manage orders, and book field service appointments directly from the customer view. Provides data source configurability to bring call, chat, billing data from external sources and generate insights. Receive insights on customer health and top recent issues. See Telecommunications Customer 360 for more information.
Telecommunications Network Inventory	Enable customers to request services for equipment housed in your facility using Remote Hands. View a concise summary of Remote Hands Request See Telecommunications Network Inventory for more information.
Telecommunications Service Operations Management (TSOM)	Gain comprehensive SD-WAN visibility with new Telecom Discovery connectors for Cisco Meraki and Fortinet FortiManager. Extend discovery pattern capabilities with support for switch stacks, card models, lifecycle attributes, and improved error handling. Monitor SD-WAN health in real time with new Telecom Event and Metric connectors that enable intelligent event categorization, correlation, and KPI aggregation. See Telecommunications Service Operations Management for more information.
Theme Builder	Customize fonts by category and adjust font sizes to scale typography across specific component categories like headers, buttons, and form fields, or by size groups for consistent styling. Access the new icon library to configure and override default icons using custom assets. See Working with themes in Next Experience for more information.
Third-party Risk Management	Enhance DORA Register of Information reporting with optional currency conversion and third‑party expense aggregation to generate consistent, regulator‑ready reports. Review the simplified third‑party elements process in the due diligence workflow. Access the unified content management module in the Vendor Management Workspace to view a centralized library of smart assessment templates. See Third-party Risk Management for more information.
Threat Intelligence Security Center	Added a new integration with Have I Been Pwned (HIBP) to support observable enrichment. Enhanced the vulnerability schema to support additional intelligence fields such as CVSS scoring, exploit details, and remediation information. Added support for managing vulnerability intelligence in the Threat Intelligence Library, including related products, vendors, CWEs, and associated remediations, identifiers, attributes, and vendor comments. Enhanced RSS feed processing with support for additional fields such as tags, taxonomies, and expiration time, and enabled linking RSS feeds to related artifacts. Added automated tagging and MITRE ATT&CK extraction rules to automatically apply tags, taxonomies, and associate relevant techniques. Added automated cleanup of duplicate source records generated during the aggregation process. See Threat Intelligence Security Center for more information.
UI Builder	Share UI Builder pages across experiences without copying or recreating them, reducing maintenance and keeping users in their current workspace. UI Interactions let you define reusable UI and logic that can be triggered by user actions or system events and shared across any page or experience, eliminating the need to duplicate code or UI. See UI Builder for more information.
Universal Request	Enable employees raise tickets for hard-to-find catalog services or issues requiring interdepartmental collaboration using the Agentic AI flow for departmental ticket creation. Resolve universal requests efficiently by enabling effective communication among agents from different departments. See Universal Request for more information.
Upgrade Console	Access the ATF troubleshooting agent directly from the Upgrade console. Manage your application version compatibility by updating the Now Assist suite. See Upgrade Console for more information.
Usage Insights	User Experience Analytics is now known as Usage Insights. Tag and create new events and update event descriptions. View funnels you create in Usage Insights directly in Platform Analytics. Create dashboards for Platform Analytics directly in Usage Insights. See Usage Insights for more information.
Visa Spoke	Use updated Visa Spoke APIs to help prevent storage or transmission of Payment Card Industry (PCI) data within ServiceNow. See Visa Spoke for more information.
Workflow Studio	Compare two flow histories to see what content was added, removed, and updated. Summarize flow execution details to identify errors and suggest potential fixes. Use an AI agent from a flow. See Exploring flows, Exploring subflows, and Exploring actions for more information.
Workforce Optimization for CSM	Manage location‑based holiday calendars to improve workforce scheduling by mapping holidays to specific regions, enabling managers to plan shifts with accuracy, and reduce manual adjustments. Install and configure Manager Dashboard from the Workforce Optimization (WFO) enterprise independently. This change aligns dashboard packaging with channel management and enables broader adoption across Pro and Pro+ customers Enhance Manager Dashboard in the Manager Workspace (Enterprise SKU) with new AI powered widgets — Sentiment Analysis, Trending Topics, and Auto QA to provide supervisors with faster, actionable insights into customer sentiment and agent performance. Assist agents during live customer calls by opening the agent’s active phone interaction in Manager Workspace. NVC enables supervisors to silently monitor calls, whisper‑coach the agent, or join the conversation directly. Analyze the help requested interactions segmented by different channels, such as Chat, Email, Messaging, Phone and Video. See Exploring Workforce Optimization for Customer Service for more information.
Zero Copy Connector for ERP
Zero Copy Connectors	Retrieve real-time data from external systems using new primary connectors. Fetch real-time data from another ServiceNow® instance using the ServiceNow® Remote Instance connector. Connect to Databricks, Oracle, and Snowflake using OAuth authentication. See Zero Copy Connectors for more information.