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 Agent Advisor	Australia Patch 2 Let AI analyze your instance data and tell you exactly where automation will have the biggest impact. Match your automation opportunities to existing AI agents and automate the creation and deployment of new agents. See AI Agent Advisor for more information.
AI Control Tower	Australia Patch 1 Customize the AI asset security score calculation to reflect your security requirements. Use new security metrics to monitor your LLM and AI agent output for potential security and content policy violations, potential PII, and other potential threats. Gain visibility into MCP client-server interactions routed through this instance's AI Gateway. Configure and create automation rules to set AI assets as managed assets. Manage the end-to-end life cycles of your agentic AI systems. Define the intended use and purpose of an AI system so that you can determine its benefits and risks. In Early availability 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, and so on. The AI model providers configured by your organization contains providers such as Perplexity, IBM Watson, and so on. AI Gateway offers Global MCP clients, which once created can be used across all MCP servers. A Gateway offers MCP Catalog to choose while adding MCP servers into AI Control Tower. For more information on AI Control Tower, see AI Control Tower.
AI Desktop Actions	Australia Patch 2 The name of the application is now changed to AI Desktop Actions from Agentic Desktop. Use the desktop action to automate dynamic steps that are determined by AI, and automating the recorded steps. Get a quick overview of the AI Desktop Actions application by using the onboarding wizard that highlights steps related to recording, refining, testing, and activating desktop actions. Use the Show Inputs / Show All buttons in the Test modal to filter required input fields. Use the latest LLM version for improved performance. Australia Patch 1 Improved error and informational messages for better guidance and troubleshooting. Added a Delete button to the image canvas to remove a screen. Enabled screen-level testing while designing desktop actions. See AI Desktop Actions 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 support completion of governance and risk activities when systems are retired or replaced. See AI Risk and Compliance for more information.
AI Search	Find Knowledge [kb_knowledge] table attachments containing images, tables, charts, and other visual elements by searching for keywords from automatically generated multimodal descriptive captions. Australia Patch 1 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, available on instances that have Now Assist in AI Search installed. 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.
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. Use Access Findings, the proactive detection and remediation layer within Access Management Console, to run eight base system access checks against your instance on a daily schedule. This surfaces prioritized findings when misconfigurations are detected, and provides a complete remediation workflow including AI-powered guidance. See Access Control List Rules for more information.
Accounts Payable Operations
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. Manage tasks and appointments for leads, opportunities, and more directly from a touchpoint record, in addition to opportunity. See Activity Management for more information.
Adoption Services	Explore Dynamic Guidance within In-product help features of Adoption services as the proactive AI assistant that generates an engaging voice based, step by step guidance, dynamically, across platforms. 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. Prevent approval delays by automatically reassigning pending approvals when the original approver does not act within a set timeframe. Enable approval rule admins or approval rule writers to override an approval step when an approval is no longer required. Enable approvers or approval request writers to add relevant approvers during an active approval cycle without modifying existing approval rules. Keep requesters informed and approvers on track by using automated email notifications for approval status changes, escalations, overrides, and ad hoc approvals. 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. Australia Patch 1 Review the updated AI experience with three licensing tiers. 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	Provide your CSRs with workspaces that offer AI-enabled assistance during customer interactions and profile analysis. Handle customer inquiries, review customer insights, and get suggested actions through AI skills and agents. View customer data such as account details and recent transactions without toggling between different applications. See Agentic Contact Center for Banking for more information.
Agentic Contact Center for Insurance
App Engine Management Center	Australia Patch 2 general availability Use the release lifecycle documentation AI agent to regenerate release notes. 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.
Application Manager	Reduce potential runtime errors by installing and updating Now Assist applications with suites of interdependent versions. View all ServiceNow Store applications that are licensed or available for procurement from the Available for you tab. Gain insights about application installation requirements and blockers with application state indicators. See Application Manager for more information.
Application Vulnerability Response	Import application vulnerability response data that includes application, Software Composition Analysis (SCA) and secrets data with the Wiz Application Vulnerability Response Integration. If you're currently using Application Vulnerability Response and you want to upgrade to Unified Security Exposure Management (USEM), see Unified Security Exposure Management (USEM) notes for more information about USEM and the Unified Security Exposure Management migration. Integrate with supported third-party scanners to import vulnerability data and use automated workflows to prioritize, remediate, and manage findings (application vulnerable items (AVITs)). Each application vulnerability represents a vulnerability entry in the Common Weakness Enumeration (CWE) or third-party libraries. Monitor your penetration test requests and findings, as well as your team's overall progress in the Penetration Test Workspace. Reevaluate the risk score, assignments, remediation target date, exceptions, and remediation task for a specific set of application vulnerable items in the Vulnerability Manager Workspace. Compare application vulnerability-related data and determine if application vulnerabilities are found in an application. See Application Vulnerability Response for more information.
Asset Audit Response	Australia Patch 1 Automatically generate summaries of completed and in-progress evidence requests for your financial regulatory audits. Track and manage impacted records that are associated with your remediation tasks. Gain insight into the citations associated with your evidence requests. See Asset Audit Response for more information.
Audit Management
Authentication	Australia Patch 1 Knowledge-based factor enhancement for AI voice service Following are the knowledge-based authentication (KBA) enhancements: Voice input support for KBA questions: Configure KBA questions to support Voice as an input type, allowing users to provide spoken responses during identification and authentication. When Voice input is enabled, you can configure the expected format, provide examples, and optionally define a validation pattern using regular expressions. Script-based validation for external systems: Configure KBA answers to validate that are created against external systems using custom scripts through the Script Configuration field. When set to Identification mode, you can write scoped scripts that validate caller identity against external authentication systems instead of internal ServiceNow AI Platform tables. Australia 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.
Build Agent	Use Build Agent in ServiceNow Studio. Work with additional Model Context Protocol (MCP) support. Create apps and metadata in the global scope. Choose from newly supported models. See Build Agent for more information.
Business Continuity Management	See Business Continuity Management 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	Configure and manage thousands of line items with a single‑page, scalable transaction user experience that includes search, filtering, rollups, and in‑memory rule execution. Achieve consistent pricing, validations, and process control without heavy scripting using attribute‑based rules, events, calculations, and workflow stages. Integrate with Salesforce, ServiceNow, and downstream systems using Transaction Manager's API‑first design, which acts 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	Use the conversational abilities of Now Assist in Virtual Agent in Care Team Portal or Care Team Mobile to create requests for support departments. Leverage the Care Team Operations Case Creation Voice AI Agent enables to create cases conversationally over the phone. 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	Use the conversational abilities of Now Assist in Virtual Agent in Care Team Portal or Care Team Mobile to create requests for support departments. Leverage the Care Team Operations Case Creation Voice AI Agent enables to create cases conversationally over the phone. 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	Use the conversational abilities of Now Assist in Virtual Agent in Care Team Portal or Care Team Mobile to create requests for support departments. Leverage the Care Team Operations Case Creation Voice AI Agent enables to create cases conversationally over the phone. 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	Use the conversational abilities of Now Assist in Virtual Agent in Care Team Portal or Care Team Mobile to create requests for support departments. Leverage the Care Team Operations Case Creation Voice AI Agent enables to create cases conversationally over the phone. 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	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.
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 Code Signing coverage by proactively identifying eligible records with missing signatures using the optimized guardrail scan. Install build time signatures for records in all trued-up ServiceNow Store 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 ServiceNow® certificates. See Code Signing for more information.
Collaborative Work Management	Find relevant work easily by using filters in the Kanban view. Generate scrum tasks for user stories using AI and improve visibility into sprint work. 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 Compliance	The AWS Integration for Security Exposure Management supports integrations with AWS Inspector and AWS Security Hub. If you're currently using Configuration Compliance and you want to upgrade to Unified Security Exposure Management (USEM), see Unified Security Exposure Management (USEM) notes for more information about USEM and the Unified Security Exposure Management migration. Import Wiz issues and configuration test results from the Wiz scanners into test results in the Configuration Compliance application with the Vulnerability Response Integration with Wiz. With the sn_vulc.remediation_owner role, create remediation tasks manually in the IT Remediation Workspace. With the sn_vulc.admin role, create remediation tasks manually in the Vulnerability Manager Workspace. See Configuration Compliance 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.
Container Vulnerability Response	The AWS Integration for Security Exposure Management supports integrations with AWS Inspector and AWS Security Hub. If you're currently using Container Vulnerability Response and you want to upgrade to Unified Security Exposure Management (USEM), see Unified Security Exposure Management (USEM) notes for more information about USEM and the Unified Security Exposure Management migration. Import container image vulnerability data from the Wiz scanners into container vulnerable items (CVITs) with the Vulnerability Response Integration with Wiz. With the sn_vul_container.vulnerability_analyst or sn_vul_container.vulnerability_admin role, create container remediation tasks manually in the Vulnerability Manager Workspace. With the role sn_vul_container.remediation_owner, create container remediation tasks manually in the IT Remediation Workspace. See Container Vulnerability Response for more information.
Continuous Authorization and Monitoring	Import and export OSCAL data for Assessment Plan (AP) and Assessment Results (AR) formats. Skip the attestation stage for all controls in a package and move controls directly to Monitor step. Populate additional control fields when importing and exporting OSCAL data for SSP, AP, and AR formats. Raise control tailoring requests to make incremental changes to control sets in authorized packages without resetting the entire package life cycle. See Continuous Authorization and Monitoring for more information.
Contract Management Pro	Send contracts for signature using Adobe Sign without having to sign in to the electronic signature portal. Track undelivered electronic signature requests for a contract. Compare two revisions of a contract document that are stored in external storage. Support for processing Microsoft Word documents larger than 10 MB in Contract Management Pro. See Contract Management Pro for more information.
Core Business Suite	Accelerate application setup with Now Assist in Core Business Suite. Launch CBS applications from a new admin home configuration console, and set up each application from the entry point. Use the AI-native requester experience in CBS. See Core Business Suite for more information.
Creator Studio
Customer Contracts and Entitlements	Support derived priced products in Contracts and Entitlements workflows. Support contract consolidation and merge operations. Support hierarchical list view for contract lines in customer contracts. Enhance contract renewal performance with asynchronous processing. See Customer Contracts and Entitlements for more information.
Customer Engagement Sequences	Enable click-to-call for agents using the new Schedule call activity that supports runtime outbound calling from sequence tasks. See Customer Engagement Sequences for more information.
Customer Service Problem Management	Australia Patch 1 Processes task requests that require payment status, contextual information from similar cases and Knowledge Base articles. Runs the test groups that are mapped to a task and creates repair tasks for the failed test runs. Australia Early Availability Use Alternative Dispute Resolution (ADR) feature to acknowledge and register customer disputes, complaints, or ADRs, conduct investigations, and deliver timely resolutions. Automatically generate clear resolution notes to help you efficiently document and close customer disputes in ADR cases. Gain insights into customer sentiment and easily identify the most relevant case records to support faster and informed dispute resolution. Get a comprehensive summary of all linked case records to quickly understand and act on customer disputes. Generate deadlock letters to support consumers moving to legal procedures when complaint resolutions are not accepted. See Customer Service Problem Management for more information.
Customer Success Management	Australia Early Availability 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. Provide increased expansion and advocacy opportunities. See Customer Success Management for more information.
Customer self-service for Sales Customer Relationship Management	Australia Patch 2 Enable customers to resume and submit invoice cases in draft state. Review invoice case line details that are relevant to how your case was created. Australia Patch 1 Enable customers to create invoice dispute cases through AI-powered chat and voice assistants that guide them through conversational dispute intake on the Business Portal. Provide uninterrupted handoff to human agents to support complex use cases, with full conversation context transferred to the CSM/FSM Configurable Workspace. Australia Early Availability Enable 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 Customer Relationship Management for more information.
Data Catalog	Discover and search for data assets across your organization using a unified self-service interface. View asset details including schema, descriptions, and data lineage across connected systems. Define and maintain a business glossary to standardize data terminology across teams. Collect and synchronize metadata from 14 or more external platforms using automated collectors. Organize assets with tags and domains to improve discoverability and governance. See Explore Data Catalog for more information.
Data Management	Store archive records and attachments in an object storage outside the primary instance. Create and manage Data Management rules directly from the Data Management Console. Search for archived records and restore them in bulk. 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. Renamed Service Model Foundation entities for clarity and consistency. Update any configurations, scripts, or integrations that reference these entities. 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.
Data products	Create governed data interfaces from single tables, JOIN operations, or UNION operations using the Data Workbench wizard. Package data interfaces into data products to provide consumers with a single, governed entry point for related data assets. Publish data products to the Data Catalog so that consumers can discover, request access, and query data through stable interfaces. Access data from external systems such as Snowflake, Databricks, and Oracle without moving data into ServiceNow using zero-copy connectors. Protect consumers from source system changes through schema stability — published data interfaces maintain their structure even when underlying tables change. See Explore data products 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. 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. Diagnose and resolve Zoom call issues with the new Zoom AI capability, which provides device-level root cause analysis and suggested resolutions. Monitor device boot time and use Now Assist to quickly diagnose startup delays and get actionable resolutions to resolve boot performance issues. 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. Generate event insights reports from collected event data to analyze device health trends and support incident investigation. Save custom insight reports and access them from the left navigation panel for faster, repeatable analysis. 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	Verify 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.
Dispute Rules Content Pack for Visa	Applied Visa Resolve Online (VROL) release 26.1 revision changes to the Dispute Rules Content Pack for Visa questionnaire and updated chargeback rules based on the Visa Chargeback Guide v1.1. See Dispute Rules Content Pack for Visa 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.
Domain Separation	Use the new AI agent to manage domain visibility through natural language. Query, validate, add, and remove visibility settings without navigating complex admin interfaces. System and domain administrators can now review a dedicated dashboard of process overrides that were affected by global process upgrades. Filter and sort overrides by date and process type to prioritize review and take action. Domain visibility queries now complete in under one second for large instances — a 70% improvement for MSPs managing thousands of domains and users. See 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.
Employee Slate	Deploy a conversation-first employee experience with intelligent search and personalized interactions. Access all your work-related information from a personalized homepage from widgets such as To-dos, Employee Communications, Popular Content, Quick Links, Profile, Notifications, and Calendar. Navigate between conversations and content without losing context through an interactive split view that displays content alongside conversations. Create a personalized workspace by managing widgets on your personal canvas along with some default widgets. Track all activities from an inbox that consolidates tasks, requests, approvals, and to-dos from multiple departments and external applications. Surface important communications through a banner-style widget featuring targeted announcements with image, headline, and short description capabilities. Manage and create content from content library with conversational content generation. Navigate organizational hierarchies with an integrated search experience for detailed employee information access. For more information, see documentation.
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.
Enterprise Architecture	Australia Patch 2 Associate AI systems from AI Control Tower with business applications in the Enterprise Architecture Workspace to track AI adoption, governance status, and business context across your application portfolio. You can also associate one or more business applications when submitting an AI use case request in the Service Portal. You can use the Now Assist panel to search your published TRM catalog records using natural language queries. Australia Patch 1 When you compare two versions of an Enterprise Modeling and Visualization diagram, the diagram canvas highlights the differences visually. This makes it easier to identify what has changed at a glance, without relying solely on the Now Assist change summary panel. Support for models OpenAI GPT-5 mini, Claude Haiku 4.5, and Google Gemini 3.0 Flash added for any Now Assist for Enterprise Architecture (EA) skill. Australia Early Availability 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. The published TRM catalog is accessible across the organization or beyond, as needed. You can use the Now Assist panel to search your published TRM catalog records using natural language queries. 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 empty 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. 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 Enterprise Architecture Workspace for more information.
Enterprise Asset Management	Australia Patch 1 Streamline the enterprise asset request process by using the help manage enterprise asset requests agentic workflow. Automatically generate troubleshooting, diagnostics, and repair instructions for your enterprise asset repairs by using the help repair enterprise assets agentic workflow. Early Availability 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.
Enterprise Service Management Foundation	Provide streamlined service request experience across business units by leveraging the capabilities of Core Business Suite along with the Simplified IT Service Management in the ESM Foundation solution. Deploy with AI-driven guided setup, preset configurations, and a centralized implementation console that eliminates the need for complex configuration procedures. Deliver cross-functional workflows that route employee queries across departments. See Enterprise Service Management Foundation 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	Australia Patch 1 Expand your search experience with external content connectors for Adobe Acrobat Sign, Aha! Roadmaps, Cornerstone, Fluid Topics, ManageEngine, and Workvivo source systems. Retrieve content and links from URLs found in sitemaps defined for your web source system when running content crawls for the Webcrawler external content connector. View a content crawl's start point via links in the content crawl list and in content crawl history entries. See External Content Connectors for more information.
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 by using territory through APIs, without providing specific contact or location information. 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 Core	The case type selector in Financial Services Operations now uses the predefined Customer Service Management (CSM) implementation, replacing the previous FSO-specific override. See Case type selector 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 Verifi	A dispute agent proactively initiates dispute resolution without chargeback for the participating merchants. System runs automated merchant eligibility check. Reduced chargeback exposure for merchants. Seamless API integration. See Financial Services Operations Integration with Verifi 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.
Flows, Subflows, and Actions	Compare two flow histories to see what content was added, removed, and updated. Summarize flow execution details to identify errors and suggest potential fixes. Test conversation-enabled actions and subflows from a conversation. Use an AI agent from a flow. See Exploring flows, Exploring subflows, and Exploring actions for more information.
Generative AI Controller	Australia Patch 3Generative AI event logs are now retained for 180 days, up from 30 days. Australia Patch 1Connect your Azure OpenAI deployment to Generative AI Controller by configuring a custom resource path in your bring your own key (BYOK) model configuration. See Generative AI Controller 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	Australia Patch 1- Gain real-time visibility into critical asset data through generative AI-driven asset analysis summaries. Australia Patch 0 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	Use the conversational abilities of Now Assist in Virtual Agent in Care Team Portal or Care Team Mobile to create requests for support departments. Leverage the Care Team Operations Case Creation Voice AI Agent enables to create cases conversationally over the phone. Healthcare Operations Core has received security enhancements in the Australia release. 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.
IT Service Management	Configure your ITSM workflows with an AI-first, centralized, and guided administrator experience. Take advantage of conversational AI agents to configure ITSM workflows. Enable employees to find answers, order items, create incidents, and check status on the Employee Center portal through an AI-first, multi-channel experience. Enable fulfillers to experience simplified incident and request management through an AI-first experience with IT support. See Simplified IT Service Management 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 Learning Enhanced Automation Playbook (LEAP) Service Operations Workspace (SOW) for ITOM Synthetic Monitoring 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. AI Agent Topology Mapping: Discover AI agent infrastructure and dependencies using the new AI Agent Topology Mapping application, including: Amazon Bedrock AI agents, models, and prompts Microsoft Foundry (Classic) AI agents, models, and prompts 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 Multi-Source Service Mapping – gain a single, trusted view of your services by eliminating fragmented maps and blind spots across discovery and service mapping methods. Unify top-down, tag-based, and ML-powered services into composite service maps. AI-Powered Service Mapping Two AI Agents automatically generate service maps from ML candidates and connect Business Applications to discovered Application Services, eliminating manual CSDM relationship maintenance at scale. Available starting with Australia Patch 2. Use the Service Mapping MCP tools to query live service topology, relationships, and CI data through a conversational interface via Claude Desktop. Available starting with Australia Patch 3. Discovery Admin Workspace Expanded Cloud support to include Alibaba, IBM, OCI, OpenStack, oVirt, and Vmware. New dashboards: URL Discovery Insights, Discovery Operations Monitor. Create discovery schedules automatically using integration with IP Address Management (IPAM) systems. Create discovery schedules for multi-cloud deployments. Improve security posture for Discovery. Receive real-time alerts including Discovery Schedule failures, Anomaly detection, MID down and Automated discovery schedule in Microsoft Teams and Outlook. Improve security posture for Discovery. Discovery and Service Mapping Patterns New CI classes and fields for NSX infrastructure. Scan container repositories not reachable through a proxy using the new system property "sn_itom_pattern.container_image_scan_no_proxy". Container image scanning now supports MID Server selection per datacenter for private repositories. Multiple fixes and improvements for patterns for cloud and on premise discovery. Certificate Inventory and Management Seamless certificate renewal via Microsoft Outlook and CMDB Data Certification for TLS certificates. Kubernetes Visibility Agent and Agent Client Collector for Visibility Increase visibility and control over Kubernetes environments: Service maps for Kubernetes and all related service resources, service maps for micro-services, KubeVirt VMs added to the CMDB, CI visualization. KVA is supported in OKE (Oracle Kubernetes Engine). Service Graph Connector for AWS Service Graph Connector for Microsoft Azure Resource types aren't dynamically populated in the allowlist. Service Graph Connector for GCP The Project Number field is populated in the GCP Project [cmdb_ci_gcp_project] table, enabling the quick identification of GCP projects when searching by project number. Tag Governance Enhanced functionality for better visualization and navigation. Learning Enhanced Automation Playbook (LEAP) The Learning Enhanced Automation Playbook (LEAP) application uses AI to analyze incident data and facilitate the creation of automations that resolve high-impact issues for Service Operations teams. By leveraging data-driven analytics to accurately identify critical incidents, LEAP enables a more proactive problem management approach. AI Agent Topology Mapping Get transparency and oversight of AI agents, including clear tracking of their business ownership. 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	Version 7.0.0: 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	Navigate the equipment model faster in the Digital Factory Workspace using vertical navigation and a breadcrumb trail to move between functional locations. Use the AI Enhanced recommended actions for Industrial Connected Workforce (ICW) feature to access external sources related to a deviation and review why the document is relevant to the incident. Use the action plan skill available with AI Enhanced recommended actions for (ICW) to create and organize resolution action items related to deviation. 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	Use the AI Enhanced recommended actions for Industrial Connected Workforce Mobile Experience (ICW Mobile) feature to access external sources related to a deviation and review why the document is relevant to the incident. Use the action plan skill available with AI Enhanced recommended actions for ICW Mobile to create and organize resolution action items related to deviation. 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 Industrial Process Manager for more information.
Industrial Standards	Standardize recurring multi-step work with the new work set standard type, which groups sub-activities and generates guided tasks and industrial actions when executed. 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 make sure 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.
Interview management
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.
Knowledge Center
Knowledge Graph	Knowledge Graph landing page now includes a dedicated tagging section that allows users to create, edit, and manage tags. Tagging configuration has been enhanced to support table synonyms, column synonyms, data filters and column filters to improve the accuracy of natural language queries. Added an interactive guided tour for admins, providing step-by-step walk through of key features and configurations to simplify setup. Supports Configuration item (CI) Relationship queries, enabling natural language questions about CMDB configuration item dependencies and infrastructure topology. See Knowledge Graph for more information.
Lead Management	Record early customer interactions and associate tasks with ongoing lead engagement using touchpoints throughout the pre‑deal sales lifecycle. See Lead Management for more information.
Legal Conflict of Interest	Disclose conflicts of interest using natural language from Now Assist in Virtual Agent rather than having to fill out intake forms. The risk assessment utility then automatically evaluates each submission and routes it to the appropriate approval workflow, enabling faster resolution. See Legal Conflict of Interest for more information.
Legal Matter Management	Help ensure that sensitive information remains confidential with stakeholder controls through attorney-client privilege (ACP) protection for legal requests and matters. See Legal Matter Management for more information.
Legal Request Management	Help ensure that sensitive information remains confidential with stakeholder controls through attorney-client privilege (ACP) protection for legal requests and matters. See Legal Request Management for more information.
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	Get started with the preconfigured Quickstart Server for looking up and summarizing incident and case records. Create MCP Server Console servers and tools based on various categories including Now Assist skills for different use cases. Connect to any MCP Server Console client using OAuth 2.0 authentication. See MCP Server Console for more information.
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	QIM integrates with FSM, enabling work order creation directly from NC and QI records for on-site verification, containment, or remediation action. 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. Enable multiple users to securely access a single ServiceNow account from shared mobile devices. 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. Create and modify email notifications and email templates using natural language prompts through the Notification Agent. See Notifications for more information.
Notify	Use the Notify granular admin role to configure Notify features. See Notify for more information.
Now Assist	Australia Patch 3 Now Assist Guardian is enabled by default and detects prompt injection attempts and offensive content without manual activation. Configure prompt injection detection separately for each Now Assist skill. Create knowledge articles from Now Assist using files stored in Box. Improve the clarity and accessibility of your articles with the AI-powered prompt Reading Ease scan. 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 AI Agents	Australia Patch 2 Enable UI validation for agentic AI processes and Now Assist skills. Australia Patch 1 Test an agentic solution in the playground in AI-native mode. Add widgets for tool outputs to provide an improved experience in AI-native mode. Run improved Platform agentic workflows, including Generate resolution plans, Generate my work plan, and Process images to tasks. Get more insights into agentic AI asset performance with issue tracing and suggested optimizations from results pages. See Now Assist AI agents for more information. For the Platform Now Assist release notes, see Now Assist release notes.
Now Assist Center	Australia Patch 2 Set up and manage your AI solutions in one place without switching between Now Assist applications. Use a conversational interface to perform Now Assist admin tasks and find help. Hit the ground running with AI recommendations and setup tasks surfaced at the top of your home page. Let AI analyze your instance data and tell you exactly where automation will have the biggest impact. Match your automation opportunities to existing AI agents and automate the creation and deployment of new agents. See Now Assist Center for more information.
Now Assist for App Engine	If you have a Now Assist for Creator subscription, you can create AI assets conversationally using Build Agent. See Now Assist for App Engine for more information.
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)	Australia Patch 1 The ServiceNow AI Platform now brings you an AI native experience with three licensing tiers available. Compare your current manual (static) IRE processes with AI-powered Dynamic IRE. Automate the actions that a user would typically make for de-duplication tasks using the de-duplication task resolution assistant skill. Search the Service Graph database using natural language. 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 Creator	Australia Patch 2 Upload brand guidelines as a PDF in the theme creation workflow to generate themes that align with your brand. Prepare for the app generation and test generation plugins to be deprecated in a future release. Learn about Build Agent updates in the new Build Agent release notes. Australia Patch 1 Generate readable documentation throughout the app development life cycle using the new release lifecycle documentation AI agent. Generate themes and color palettes from brand images using the new theme generation workflow in Theme Builder. Australia early availability 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 FSM	Track and validate parts usage during work order task closure with the Parts Manager AI agent. Create work orders from images by uploading photos of equipment issues through the Now Assist panel or ServiceNow Agent mobile app. Access Now Assist Virtual Agent from a primary action button in the mobile app navigation bar. Use voice-to-text input when interacting with Now Assist Virtual Agent in the ServiceNow Agent mobile app. Experience updated visual indicators with consistent AI gradients across platform, workspace, and mobile interfaces. See Now Assist for Field Service Management (FSM) for more information.
Now Assist for Financial Services Operations (FSO)	Australia Patch 1 Accelerate customer service for banking with a CSR support AI agent, which provides intent detection, call insights, and AI-generated suggestions displayed to CSRs during active calls. Reduce handle time with automatic call summarization: when a call is transferred to a human agent, a contextual summary of the customer's issue is made available. Research and prepare for customer outreach with a customer profile summary skill and a customer insights AI agent, which answers natural-language queries about a customer by dynamically drawing on data from defined data sources. See Now Assist for Financial Services Operations (FSO) for more information.
Now Assist for IT Service Management (ITSM)	Australia Patch 2 Track which knowledge articles and catalog items support successful virtual agent deflections instead of transferring to human agents using the ITSM Virtual Agent Analytics dashboard. Use the Password reset with voice AI agent to reset your password. Australia Patch 1 Answer incident-related questions with context-aware agents using the incident assist agentic workflow. Submit a catalog item for an account unlock using the voice AI agent. Generate summaries and responses for Request Management records. Use the Knowledge Article Advanced Editor page to create and edit articles. Use the ITSM Conversational Analytics dashboard that provides usage adoption performance metrics in Now Assist in Virtual Agent. See Now Assist for IT Service Management (ITSM) for more information.
Now Assist for Legal Service Delivery (LSD)	Disclose conflicts of interest using natural language from Now Assist in Virtual Agent rather than having to fill out intake forms. Legal Request and Matter summarization now considers data from extended practice area tables when summarizing.
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 Sales CRM for Telecommunications	Australia Patch 1 Automatically create the fallout records based on reported issues in the order task work notes. Automate the customer move order capture journey to reduce the manual effort. See Now Assist for Sales CRM for Telecommunications for more information.
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 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.
Now Assist for Zero Copy Connector	Discover OData services faster using an AI agent for Zero Copy Connector for ERP. See for more information.
Now Assist in Contract Management	Australia Patch 1 Provide feedback on Now Assist contract analysis results to help improve the AI accuracy. Navigate directly to non-standard clause locations in a document when reviewing Now Assist suggestions in the Microsoft Word add-in. Configure use case mappings to extract metadata and obligations from a signed contract that is uploaded directly on a contract record. Use Now Assist powered conversational search to query contract documents using natural language and dialogue-driven queries, making it easier to find relevant information. See Now Assist in Contract Management for more information.
Now Assist in Document Intelligence	Australia Patch 1 Now Assist in Document Intelligence skills are now turned on by default. 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	The following highlights are specific to AI Data Explorer, which relies on Query Generation in the back end. 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 AI Data Explorer 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 Now Assist in Platform Analytics for more information.
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)	Perform CSRD-compliant double materiality assessments in Socialsuite and automatically sync the results with the Operational Sustainability Management application. See Operational Sustainability Management (formerly Environmental, Social, and Governance) for more information.
Operational Technology Discovery	You can now create a backup ZIP file of the Console database from the Console web interface. Entra ID integration enables users to log in to the Console with organization's Microsoft Entra ID. The Console's UI has been updated to include an Appliances page. See the UI Changes section. Enhanced open port section of Assets to make identifying open ports easier and provide more information.
Operational Technology Incident Management	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. 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. Split opportunity revenue across multiple contributors using opportunity allocations to ensure accurate attribution, incentive crediting, and forecast reporting for collaborative sales teams. Capture Direct or Indirect deal types to align opportunities with defined routes to market. 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. 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. Enable visibility into all entities involved in a deal by viewing billing, shipping, entitlement, and partner details on the customer order. 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	Note: 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. Use AI agents as activities in your playbook to automate tasks. See Exploring Playbook for more information.
Policy and Compliance Management	Enable personal authentication for policy authoring in Microsoft SharePoint and Google Drive to register policy documents under the logged-in user's identity instead of a shared service account. Access Policy and Compliance Management dashboards directly from the Compliance Workspace, without installing Platform Analytics application. 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. Email notification links redirect users to their appropriate workspace based on their assigned roles. 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. Review the financial records of your planning items in both project currency and investment currency when you migrate them from Classic to Next Experience. Create financial baselines with multicurrency to capture, view, and track the financial health of your planning item using project baselines and investment baselines. See Portfolio Planning for more information.
Predictive AI for CSM	Australia Patch 2 Automatically evaluate post-interaction customer conversations using AI models that score against a configurable quality rubric, eliminating manual effort. Receive intelligent email reply recommendations on extended table record pages in Now Assist for CSM, helping agents respond faster with less manual effort. Australia Patch 1 Availability of filter controls in Now Assist Guardian for Now Assist for CSM. Availability of AI Workflow tab in Core UI. 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.
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	In the Sales CRM Pricing API, support pricing requests using custom external IDs or codes for objects such as product offerings, price lists, and unit of measure instead of ServiceNow sys_ids. Support pricing calculations for renewals of products with price and quantity ramps. 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	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.
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	Australia Patch 1 Enable tracking of the hardware requests that are part of a Strategic Portfolio Management (SPM) project. View, assign, and approve resources directly from the Resources page in Project Workspace without navigating to the Resource Management Workspace. Deliver clear, executive‑ready project status reports using AI. Use the AI insights page to view task, milestone, resource, financial, and RIDAC (risks, issues, decisions, actions, and change requests) insights for a project. See Project Workspace for more information.
Public Sector Digital Services	Enable other governments to launch citizen-facing services using the GOV.UK Developer Toolkit, a library of reusable portal widgets that follow UK GDS guidelines, enabling ServiceNow developers to build compliant service portals for UK government customers. 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. Create Chain of custody documentation in every evidence record, capturing each transfer from the moment of collection. 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	Australia Patch 1 ServiceNow product tiers The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available: Foundation: AI basics to deliver insights Advanced: AI to boost productivity across relevant use cases Prime: Act autonomously with all AI assets and create your own Depending on your entitlements, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. Australia Early Availability 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. Enable greater flexibility in managing amendment quotes by splitting active ramp segments into shorter intervals, adjusting quantities, and maintaining accurate line types throughout the quote life cycle. Enhance quote approval workflows with automated reminders, escalations, override capabilities, and ad-hoc approvals for greater control and accountability throughout the approval process. Australia Patch 1Summarize a quote with Now Assist for immediate, comprehensive insights into quote details (product, pricing, and terms) to improve quote accuracy, help teams align, reduce manual review, catch issues early, and accelerate quote turnaround. 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.
Recruitment workspace
Regulatory Change Management	Early availability Review the updated skill family name for Regulatory change management Now Assist skills. Australia Patch 1 Review the updated AI experience with three licensing tiers. See Regulatory Change Management for more information.
ReleaseOps	Use ReleaseOps guided setup process to simplify initial configuration. Add custom, flexible, and manual tasks to your ReleaseOps deployments with runbook tasks. Leverage Automated Test Framework (ATF) code coverage to improve the efficacy of your ATF test suites. If you have a Now Assist for Creator subscription, you can use generate update set descriptions and release notes using the release lifecycle documentation AI agent. See ReleaseOps for more information.
Retail	Enables real-time tracking and monitoring of published store plans with visibility from overall plan status to individual store tasks. Enable HQ users and regional managers to create operational store plans involving cases and tasks for multiple stores through a guided, streamlined user experience. See Retail for more information.
Retail Strategic Portfolio Management Suite
Reverse Tunnel
SPM Enterprise-Wide Deployment
SQL API	Query your ServiceNow data directly without replicating it to external repositories or data warehouses. Access data using read-only operations to avoid unintended changes to your ServiceNow records. Allow access only to the desired tables. Integrate standard BI platforms such as Power BI, DBvisualizer, and other ODBC or JDBC-compatible tools directly with your ServiceNow data. Merge your ServiceNow data with external datasets in your analytical platforms for comprehensive analysis. Write targeted SQL queries to retrieve only the data you need, reducing network overhead on data pipeline and data transformation, and improving performance. For more information, see Access your ServiceNow data using SQL API.
Sales CRM for Telecommunications	Australia Patch 3 Australia Patch 2 Sales Customer Relationship Management for Telecommunications (SOMT) is now known as Sales Customer Relationship Management for Telecommunication (Sales CRM for Telecommunications) to align with the updated product taxonomy. There is no change to functionality or existing customer configurations. Australia Patch 1 Automatically create the fallout records based on reported issues in the order task work notes. Australia Early Availability 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. Automate the customer move order capture journey to reduce the manual effort. See Sales Customer Relationship Management for Telecommunications for more information.
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. Support for submitting forecasts by primary and secondary hierarchies. Enable forecast owners to submit and adjust forecasts at base forecast source. 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. 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 , 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)	Australia Early Availability 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 Lens	Australia Patch 2 Get started with ServiceNow AI Lens by using it directly from the browser. No downloading or installation required. See ServiceNow AI Lens 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	Create or convert applications in the global scope with instances on the Australia release. See ServiceNow SDK for more information.
ServiceNow Studio	As of version 29.1.4, when opening a file that supports preview in ServiceNow Studio, the interface defaults to the preview pane instead of the underlying record form, providing immediate visual context for the file content. As of version 29.1.4, when creating an application, the Create with Now Assist option opens Build Agent by default instead of the Now Assist for app generation skill. See ServiceNow Studio for more information.
ServiceNow Vault	Australia Patch 1 Enhance your security posture by securing the data in your custom applications with Ask Now Assist. Surface sensitive data access by users automatically by leveraging Now Assist to configure, audit, and summarize your Access Observer logs. Early availability 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.
Setup Hub	Automates setup and configuration by installing required products and applying default settings. Simplifies administration with a clear, modular Admin Home UI that centralizes access and accelerates task completion. Introduces Product Hubs to centralize discovery, installation, and configuration of entitled Now Assist products through guided, modular setup flows. Delivers an intuitive, customizable experience with streamlined access to critical tools based on user entitlements. See Setup Hub 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	Australia Patch 2 Collaborate inline with question-level flags, question-level comments, and a new Work Notes tab. Draft assessment responses automatically with AI Response Assist, which suggests answers from prior assessments and attached documents with full source traceability. Embed assessments inside any parent record, playbook, or workspace with the new embedded assessments capability and configurable UI Builder properties Update published templates safely with template versioning while preserving auditability of in-flight assessments. Streamline the responder experience with continuous scrolling inside sections and sub-sections, fully hidden conditional questions, multi-filter support on the question list, and scope item fields visible directly in the assessment task list. Australia Patch 1 Edit published templates quickly with inline edits and built‑in audit tracking. Enable efficient, role-based collaboration by allowing primary owners to delegate assessment sections to subject matter experts (SMEs). See Smart Assessment Engine for more information.
Software Asset Management	Australia Patch 1 Streamline your Software Asset Management application implementation by automating entitlement extraction from contracts using AI, ensuring faster deployment. Enhance your SaaS integration troubleshooting experience with user-friendly error explanations and resolution guidance for runtime job failures. Automate the process of assigning available licenses to the Microsoft 365 Admin Portal by using an agentic workflow. Leverage Obligation Management and AI-powered contract metadata and obligation extraction from an uploaded signed contract document in the Software Asset Workspace by using the combined capabilities of Software Asset Management and Contract Management Pro. Australia Patch 0 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	Early Availability Automatically identify and prioritize savings opportunities across contracts, spend, sourcing, and supplier performance. 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 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 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. Use the goal insights skill to generate insights for goals to gain predictive, actionable visibility into goal health. 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	Australia Patch 1 ServiceNow product tiers The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available: Foundation: AI basics to deliver insights Advanced: AI to boost productivity across relevant use cases Prime: Act autonomously with all AI assets and create your own Depending on your entitlements, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. Australia Early Availability 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. Note: 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.
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	Australia Early Availability 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, and 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	Australia Early Availability 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, Fortinet FortiManager, and Arista VeloCloud. Extend discovery pattern capabilities with support for switch stacks, card models, life-cycle 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	Generate color palettes instantly by uploading a brand image and let our AI theme generator automatically detect your brand colors. 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. Early availability Use generative AI to recommend TPRM issues for reviewer validation. Australia Patch 1 Review the updated AI experience with three licensing tiers. See Third-party Risk Management for more information.
Threat Intelligence Security Center	Introduced Now Assist Case Summarization skill that analysts can use to generate concise, AI-based case summaries. Added playbooks support in Case Management, giving analysts a guided, stage-based workflow for investigations. Added historical data ingestion and flexible expiration handling to TISC Add-on for Splunk Enterprise.  Enhanced MITRE Extraction rule schema to add a combined Techniques and Tactics regex extraction type. Enhanced Relationship Graph with filtering support and performance improvements. Enhanced CrowdStrike feed to support ingestion of malwares. 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. Apply Visa Resolve Online (VROL) release 26.1 revision changes to some Visa Spoke actions. See Visa Spoke for more information.
Vulnerability Response	The AWS Integration for Security Exposure Management supports integrations with AWS Inspector and AWS Security Hub. The Central Vulnerability Database (CVDB) introduces a source-agnostic vulnerability data layer that consolidates data from multiple sources, improving accuracy and traceability. Define the number of background jobs that run concurrently to reduce system resource consumption, with a new Background Job Configuration tile available in the Vulnerability Manager Workspace Admin console under the Others section. See Vulnerability Response 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. Enhance the Manager Dashboard with standalone installation support and new AI-powered widgets (Sentiment Analysis, Trending Topics, and Auto QA) to provide actionable insights. Support real-time supervisor assistance during customer calls in Manager Workspace, enabling monitoring, whisper coaching, and direct participation Analyze the help requested interactions segmented by different channels, such as Chat, Email, Messaging, Phone and Video. See Workforce Optimization for Customer Service for more information.
Zero Copy Connector for ERP	Use REST APIs to extend beyond SAP systems. Improved AI suggestions and interface for mapping fields in the Model Manager. See Zero Copy Connector for ERP for more information.
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. Query time-series monitoring data from Prometheus using the new community connector. Include either primary connectors only or both primary and community connectors. See Zero Copy Connectors for more information.