Product Support for Technology release notes

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Product Support for Technology release notes

    The ServiceNow® Product Support for Technology enhances technical support teams' ability to identify impacted customers, communicate effectively, escalate cases when necessary, and auto-generate cases for quicker issue resolution. The Australia release introduces significant updates aimed at improving operational visibility and customer impact management within support workflows.

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    Key Features

    • Service Delivery Overview: Accessible via the L1 menu in Service Operations Workspace and CSM/FSM Configurable Workspace, this feature provides analytics dashboards displaying metrics such as proactive cases, account escalations, SLAs, communication channels, and core KPIs. It enhances usability and operational insight for support teams.
    • Customer Impact Tab: Incorporated into incident, change, and problem case records, this tab delivers key metrics and insights related to customer accounts, reactive cases, and installed base items. It streamlines decision-making during Proactive Service Experience Workflows (PSEW) by improving visibility and enabling proactive case generation and customer communication.
    • UI Updates: The Service Delivery Overview L1 menu has been added to relevant workspaces, while the previous Analytics tab in the customer account view and the Notify Customers UI action on case records have been removed to simplify the interface.
    • Activation: Product Support for Technology and Proactive Service Experience Workflows must be installed via the ServiceNow® Store by request, ensuring customers can enable these capabilities as needed.

    Related Applications

    • Field Service Management: Supports managing on-location work tasks by matching agents based on skills, territory, and inventory, and tracking task details such as completion and travel time.
    • Incident Management: Enables recording and tracking incidents throughout their lifecycle to restore normal service operation while minimizing business impact.
    • Change Management: Provides a structured approach to control change lifecycles, facilitating beneficial changes with minimal disruption.
    • Process Mining: Assists analysts and process owners in analyzing and optimizing business processes by creating automated flows from data to identify inefficiencies quickly.

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

    Product Support for Technology highlights for the Australia release

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

    See Product Support for Technology for more information.

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

    New in the Australia release

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

    UI changes

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

    Removed in this release

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

    Activation information

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

    Related ServiceNow applications and features

    Field Service Management
    The ServiceNow® Field Service Management application helps organizations manage work tasks performed on location. Match tasks to agents based on skills, geographic territory assignments, and available inventory. Agents can record details on assigned tasks like completion status, travel time to jobs, and time spent.
    Incident Management
    ServiceNow® Incident Management restores normal service operation while minimizing the impact to business operations and maintaining quality. You can record an incident and track it through the entire incident life cycle until service is restored and the issue is resolved.
    Change Management
    The ServiceNow® Change Management application provides a systematic approach to control the life cycle of all changes, facilitating beneficial changes to be made with minimum disruption to the business operations.
    Process Mining
    ServiceNow® Process Mining helps analysts and process owners quickly analyze and optimize their business processes. Create automated business process flows from your data that enable you to monitor and more quickly discover inefficiencies in your processes.