Washington DC General Availability release highlights

High-level overview of products and features in the ServiceNow AI Platform Washington DC General Availability (GA) release.

Overview of the Washington DC General Availability (GA) release

Take work to the next level with smarter, faster, simpler experiences for everyone.

ServiceNow AI Platform

Now Intelligence

• Platform Analytics: Surface meaningful analytics with proactive, actionable insights. Seamless integration with Flow Designer to create condition-based triggers to kick off actions. Hone in on data with many-to-many filtering support in cascading filters.
• Intelligent data discovery: Query data in your instance by entering plain language in global search and workspaces. Use the included Now LLM fallback as a secondary method to interpret queries. Track system usage and performance using NLQ logs.
• Process Mining enhancements: Automate detection of common process inefficiencies such as pattern repetition, extreme duration, and long transitions. Immediately understand process data with an auto-generated project-specific dashboard. Accelerate setup with a comprehensive guided experience.
• Now Assist enhancements: Improved self-service with LLM-based workflow topics in Virtual Agent Designer. Deliver consistent experiences with integration with Microsoft Teams. Get GenAI-powered conversational interactions anywhere with support for Now Assist in Virtual Agent in mobile apps.

Platform Foundation

• Workflow Studio: Single, intuitive design interface for processes, flows, actions, and decision tables. Get started quickly with a guided authoring experience. Easily monitor the health and effectiveness of automations.

Platform Security

• Data Privacy enhancements: Enable real-time sensitive data discovery and anonymization for API calls. Use partial data anonymization to selectively control and modify sensitive data. Simplify the identification of sensitive data with keyword support in data discovery.
• Access control enhancements: Assign time-limited temporary roles for specific users and groups with Access Controls. Compare users, groups, and roles in a consolidated view and evaluate access controls across multiple resources (tables)with Access Analyzer.
• Security Center enhancements - Critical Update Manager: Review clear timelines and receive assistance in planning and prioritizing updates. Get recommended guidance for taking action on critical update information. Navigate step-by-step guidance for each update.

ServiceNow Impact

• AI accelerators - Jumpstart Your AI Journey: Align your business objectives to ServiceNow’s AI solutions. Get a technical overview and demo of AI capabilities, including: Generative AI, Task Intelligence, Predictive Intelligence, Natural Language Understanding (NLU).
• Instance Observer: Get an expert primer on Instance Observer and how it can help you monitor and maintain platform health. Use the database growth summary to see an overview of database growth metrics to help you optimize performance. Metrics include total instance size and growth, largest tables, and fastest growing tables.

Upgrades

• Performance profiling for Automated Test Framework: Dynamically analyze runtime behavior in the Automated Test Framework (ATF). Detect performance degradation during upgrades and then investigate and fix issues. Quickly identify critical bottlenecks.
• ATF support in configurable workspaces: Create and run automated tests to quality check changes in workspaces. Execute tests for a wider range of applications and environments. Run quick start tests for more out-of-the-box applications.

Now Assist

• Now Assist for IT Operations Management: Simplify jargon-laden alerts with clear natural language provided by generative AI. Secure your enterprise operations data with a dedicated LLM not connected to public models
• Chat interaction summarization for incident/case creation: Reduce manual workloads with the ability to pre-populate description fields in a new case directly from chat. Use GenAI to automatically create incident/case details from chat interactions.
• Now Assist in Virtual Agent: Provide faster and easier service delivery with catalog ordering enabled within Virtual Agent chat. Create personalized experiences that help resolve inquiries faster with GenAI enabled Q&A for knowledge articles.
• Agent and admin experience enhancements: Provide seamless agent handoffs with GenAI created incident/case summaries when a case is reassigned. Provide GenAI created content with additional LLM inputs designed to improve accuracy and reduce hallucinations.
• Now Assist integration with Microsoft Teams: Reduce mean time to resolution through more personalized self service with Now Assist in Virtual Agent. Get quick summaries of knowledge articles within the tools that employees chat, meet, and collaborate in. Increase employee productivity by providing them quick answers to information they are searching for.
• LLM-based topics in Virtual Agent Designer: Improve self-service with faster implementation chatbot conversations. Test topics using phrase analysis, prompt discovery, context variables, and more. Preview in Now Assist panel, Microsoft Teams, or Slack.
• Now Assist for Field Service Management: Simplify debriefs with automated work order summarization, reducing manual effort for service technicians. Increase process adherence and data accuracy with summarization across activity streams, parts and incidentals.

Technology Workflows

IT Service Management

• Digital Product Release Management: Easily manage product releases with end-to-end visibility and automated compliance validation. Empower product teams to plan, build, and release at their own pace. Define reusable policies and controls to reduce outages and incident volume.
• Now Assist for IT Service Management: Improved self-service with LLM-based workflow topics in Virtual Agent Designer. Deliver consistent experiences with seamless integration with Microsoft Teams​. Increase self-service rates via Virtual Agent with analyses on conversational nature of catalog items.
• Workforce Optimization enhancements: Recognize individual and team achievements through in-app peer-to-peer recognition. Schedule work with intelligent recommendations based on team skills and availability. Create transparency for leaders by creating group-specific views for the teams.
• IT Service Management enhancements
  • Service Operations Workspace: On-call Scheduling – Efficiently create, edit, and manage on-call schedules and escalation policies with a reimagined user experience.
  • Process Mining: Project Builder – Accelerate your time to process improvement with a comprehensive guided setup for new and experienced process analysts.
  • Knowledge Management: Recommended Actions – Reduce MTTR and provide agents with relevant knowledge content directly with Service Operations Workspace.
  • Password Reset: Secure Configuration Assistant – Quantify the security of your password reset processes and review recommended actions if you are below a designated threshold.

IT Operations Management

• Cloud Services Catalog: Reduce cloud provisioning time via pre-defined templates and guided set-up for cloud catalog requests. Maintain visibility and control through governance policies. Automate release pipelines (e.g. ADO) and automation tools (e.g. Ansible) through centralized policy-driven workflows.
• Now Assist for IT Operations Management: Simplify jargon-laden alerts with clear natural language provided by generative AI. Enrich technical context and speed resolution with analysis of alerts and incidents. Secure your enterprise operations data with a dedicated LLM not connected to public models.
• Discovery Admin Workspace: Identify more kinds of technology, easier with anonymous, crowdsourced data, even new or specialized applications and devices. Expedite mapping with a vetted repository of application fingerprints. Simplify asset management with a validated, trusted catalog, helping ensure accurate tracking and simplified compliance.
• Alert Automations: Simplified user experience to onboard quickly and get to value faster, even without a mature CMDB. Group alerts with common fields, tags, CIs and more. Group based on exact match, fuzzy or pattern matching. Simple and more intuitive UX to group and escalate alerts. Create incidents and notify teams via email.
• Agent-based Service Mapping: Take informed, data driven actions with service maps made via agent-based client collectors (ACC). Get more business context in highly secure and transient environments that require agent discovery and pattern execution. Supercharge agents with industry leading ServiceNow AI through machine learning (ML) or employ traditional top down (TD) Service Mapping.

CMDB

• Data certification enhancements: Simplify certification workflow. Centralize certification work from an elegant new Data Manager UX on the CMDB Workspace. Streamline remediation with new data deduplication templates and workspace.

Software Asset Management

• SaaS Detection: Increase visibility into all SaaS applications being accessed – managed, unmanaged, paid, and free. Monitor application use to help ensure only approved applications are utilized. Enable tracking of total users, login information, duration spent in an app.
• Software Asset Management maturity: Track the success of the SAM program and progress with SAM practice maturity. Accelerate time to value by assessing the level of your organization’s SAM progress. Identify ways to grow, improve, and adopt the SAM module.
• Exposure assessment: Identify vulnerable software from normalized software asset data through multiple discovery sources. Schedule exposure assessments to continuously identify impacted software and leverage automated vulnerability response workflows to remediateAccelerate turn-around time for '0-day' asset exposure.

Cloud Cost Management

• Container cost management: Increase spend visibility with granular cost breakdown by namespaces or cloud services used by the cluster. Allocate costs of shared container services to respective teams using the services. Streamline operations with better budgeting and resource optimization.
• Shared cost allocation: Allocate shared costs amongst teams and departments when using multiple cloud services from different providers. Include taxes and support costs from multiple cloud services offered from providers like AWS, Azure, and GCP. Shift partial spend accountability from central IT to the respective individual team.

Hardware Asset Management

• Asset total cost of ownership: Understand the true financial impact of hardware and enterprise assets by analyzing procurement, maintenance, repair, and disposal expenses. Strategically plan for future investments by benchmarking asset costs to compare lifecycle performance and enhance asset refreshes. Gain visibility and control over asset-related expenses throughout its lifecycle.
• Asset warranty integration with Lenovo: Forecast refresh schedules using official warranty dates from Lenovo, reducing complex configurations. Resolve issues quickly and in compliance with warranty terms, with increased visibility into warranty and extended warranty details. Stay ahead of renewals with ‘important action’ reminders of upcoming warranty expirations to help ensure devices are supported.
• Hardware Asset Management maturity: Increase ROI of Hardware Asset Management by providing a clear path to maturity and adoption. Strategically plan your maturity roadmap with actionable insights on feature utilization and tasks to drive maturity effectively. Take a crawl, walk, run approach to ensure careful implementation of Hardware Asset Management at every stage.
• Indoor mapping: Reduce time spend locating assets with interactive maps showing granular location of each asset within a specific floor or place. Minimize manual asset tracking efforts, lower the risk of loss, and facilitate efficient asset audits and maintenance. Location space hierarchy is based on campus, building floor, and place.

Enterprise Asset Management

• Asset total cost of ownership: Understand the true financial impact of hardware and enterprise assets by analyzing procurement, maintenance, repair, and disposal expenses. Strategically plan for future investments by benchmarking asset costs to compare lifecycle performance and enhance asset refreshes. Gain visibility and control over asset-related expenses throughout its lifecycle.
• Indoor mapping: Reduce time spend locating assets with interactive maps showing granular location of each asset within a specific floor or place. Minimize manual asset tracking efforts, lower the risk of loss, and facilitate efficient asset audits and maintenance. Location space hierarchy is based on campus, building floor, and place.
• Work management enhancements: Significantly reduce screen time by efficiently closing work order tasks in bulk, entering work notes, and recording time worked. Improve technician productivity by adding parts to work order tasks and reviewing all descendant assets in the asset hierarchy. Streamline inspections with checklist templates to include in work order tasks when step-by-step guidance is needed.

Security Incident Response

• Major Security Incident Management​: Ability for incident managers to start conference calls from MSIM. Provide recommended participants. Capture post-meeting recording, attendees, duration, and chat.​
• SIR Now-on-Now Playbooks: Search for possible password spray and credential dumping tools. Perform endpoint detection and identify repeat detections. Reveal email domain spoofing and search for spoofed emails. ​Detection of malicious files using Office 365.

Vulnerability Response

• Security Posture Control: Gain visibility into enterprise asset inventory and security policy gaps, such as missing endpoint protection agent. Automate response workflows to correct asset hygiene gaps (ex: missing or nonfunctional security agents). Detect and prioritize high-risk asset combinations (w/critical vulnerabilities or misconfigurations).
• EPSS Scoring: Leverage in ServiceNow Vulnerability Response through the OOB integration, daily integration job run. Utilize EPSS Probability score in application, cloud, and infrastructure security vulnerabilities. Apply EPSS scores alongside CVEs and VITs for enhanced visibility in connection with your Rollup and Risk calculators. Utilize unified attack surface dashboard- EPSS aggregated view across host, container and application vulnerability.
• Cybersecurity Executive Dashboard: Benchmark security and risk metrics to report wins and support budget planning. Track goals to improve security posture using key indicators. Gain early visibility into high priority vulnerability impact (e.g. CISA CVEs and 0-day vulnerabilities).
• Vulnerability Crisis Management: Dig into the life cycle of critical events using MSIM and Asset Exposure Assessment. Calculate risk for critical events. Simplify work for vulnerability event managers with a dedicated workspace.

Strategic Portfolio Management

• Enterprise Agile Planning: Collaborative space for product managers, agile team leads and managers to scale their agile work. New backlog and planning board experiences to prioritize, plan, manage dependencies and track the progress of agile work and teams.
• Resource Management Workspace: Complete view of all work to truly capture the accurate capacity and workload of an organization. Approve or reject resource requests based on total capacity and a resources bandwidth. Streamline communication with cross-functional teams with MS Teams integration.

Application Portfolio Management

• Application Rationalization: Leverage data-driven indicators to effectively evaluate applications. Optimize investments in the application portfolio. Reduce application redundancy and complexity.
• Technology Reference Model for Hardware Model: Maintain internal technology standards on hardware models to complement existing support for software. Minimize risk and track technical debt across your entire application portfolio. Leverage Hardware Asset Management (HAM) content for a better user experience. Easily review hardware asset records to ensure they meet internal standards within the Hardware Asset Workspace.
• Application Total Cost of Ownership: Incorporate 3rd party vendor costs to automatically calculate TCO score. Conduct application TCO rationalization at the business application and business capability levels. Leverage APM application TCO dashboard to better visualize and align with stakeholders.

Cloud Observability

• EU datacenter: Meet data privacy rules and legislation when working in the European Union. Support our customers’ security, privacy and regulatory compliance requirements in more regions. Assist our customers’ broad international growth plans.

Risk Products

Integrated Risk Management

• Manage documents on records with OneDrive: Manage documents on policies, evidence requests, engagements, audit tasks, and more using OneDrive integration. Collaborate online using Excel, Word, PowerPoint, Visio, and more with Office 365 integration. Maintain a version history with access to any version on OneDrive.
• Feedback and review process for second line: Enable risk and compliance teams to capture findings or challenge the frontline to gather additional information. Allow a challenge at any point in the workflow, not just at a specific state of the record. Embed a means to respond to the challenge in familiar user experiences (i.e. applications and portals).

Business Continuity Management

• Operational Resilience Management: Analyze adverse scenarios, and importance and impact tolerance of business services; track service dependencies/metrics. Gain insights for preparing self-attestation reports for regulatory compliance purposes. Automate CMDB record updates and changes through to BIAs, plans and exercises.

Environmental, Social and Governance

• Sustainable IT Program Management: Collect and normalize data using hundreds of standard sustainability metrics, including market-first metrics from SustainableIT.org. Plan, map, visualize, monitor, and report on infrastructure performance over time, creating reports easily using Microsoft Office 365 and content accelerators. Empower users to increase donations, recycling, and reuse and minimize e-waste landfill and privacy risk. Enlist front-line users to accurately assess and quantify climate and other risks for a comprehensive IT sustainability program.
• Expanded compliance support: Collect reliable data for 1100+ metrics, now including CSRD/ESRS, using off the shelf content auto-populated in ESGM. Use a consistent process and data set to structure activities, comply, and report against multiple standards and frameworks for maximum efficiency, including CSRD/ESRS, GRI, SASB, TCFD, and the UN SDGs.
• ESG Risk Assessment: Customize the risk assessment process for your team. Support both qualitative and quantitative risk assessment methods. Support entity-based risk assessments and material topic assessments. Automatically aggregate the bottom-up risk assessment scores across the risk.
• Form builder: Enhanced version of formula builder for calculated metric definitions. Type and edit the formula on the editor for better usability. Support for constants and easier error handling/debugging.
• Enterprise-friendly ESG reporting: Embed secure, auditable, and refreshable ESG data directly from ServiceNow ESGM into Microsoft Word documents. Access metrics, material topics, and custom report data from within the ESG panel. View a complete list of all embedded data and update history with hyperlinks. Automate collaboration and approval to get work done faster, with an audit trail.

Employee Workflows

HR Service Delivery

• ServiceNow Voice for HR:Increase efficiency with the ability to automatically classify, route, and prioritize HR call center cases. Enable faster support with recordings and transcripts saved directly to casesKeep employees informed with updates on case status, updates and interactions on mobile.
• Admin Workspace for Service Providers: Give service provider admins a consolidated view of the demand and consumption of their services.Connect client specific KPIs, contact details, and useful links in a single space with a dedicated client details page.
• ServiceNow Vault for HR: Safeguard sensitive information with the ability to configure anonymization policies. Easily create reports that provide transparency around PII collected and where it is stored. Automate data cleanups based on applicable retention policies.
• Video-based employee communications: Allow content authors to search and select from available videos without having to separately login to the video provider. Embed secure videos into microsites and employee news using a rich content editor. Customize the employee news experience with video content aligned to intended audiences.
• Service and experience feedback: Extend the ability to get feedback across all service workflows. Capture in-moment feedback across employee channels of choice. Enhance feedback with flexible configuration and analytics.

Now Assist for HR

• Chat interaction summarization for incident/case creation: Reduce manual workloads with the ability to pre-populate description fields in a new case directly from chat. Use GenAI to automatically create incident/case details from chat interactions.
• Now Assist in Virtual Agent: Provide faster and easier service delivery with catalog ordering enabled within Virtual Agent chat. Create personalized experiences that help resolve inquiries faster with GenAI enabled Q&A for knowledge articles.
• Agent and admin experience enhancements: Provide seamless agent handoffs with GenAI created incident/case summaries when a case is reassigned. Provide GenAI created content with additional LLM inputs designed to improve accuracy and reduce hallucinations.

Workplace Service Delivery

• Workplace Event Planner: Equip space planners and managers with a schedule view to visualize reservations and spaces. Access reservation details and apply map filters to search for proper spaces to meet employee requirements. Provide admins with a simple drag-and-drop interface to modify reservation details.
• Workplace Reservation enhancements: Allow employees to seamlessly create a single reservation spanning multiple days. Scan QR codes to see space details, availability of the space, and directly reserve spaces upon arrival. Inform employees if a space is available for the complete duration of a recurring reservation.
• Indoor Mapping enhancements: Empower map admins to visualize CAD file elements, edit CAD entities, and export modifications back to CAD. Enable facility managers to retrieve accurate values from CAD files to better understand floor measurements. Display and visualize employees permanent seat assignments on the map.
• Workplace entities: Define workplace entities tailored to an organization’s unique structure such as financial, HR, or management hierarchies. Easily manage space consumption based on allocations within the defined organizational hierarchy. Provide visualizations of different levels of the hierarchy from a stack plan or floor map view.
• Health & Safety Risk Management: Deploy job safety analyses (JSAs) to assess potential risks and ensure worker safety on high-risk assignments. Identify risks, controls, and likelihood to reduce incidents and drive compliance. Quickly identify risk actions and areas of frequent risk from a real-time dashboard.

Legal Service Delivery

• Contract Management Pro: Expedite contracts using self-service and intake forms that route contract requests to the right team members. Author flexible Microsoft Word templates that dynamically generate contracts with clauses from a library. Deliver contract insights to business leaders to mitigate potential risk and help ensure smooth business operation.
• Legal Simple Intellectual Property: Purpose-built workflow to intake, process, and engage with outside counsel on invention disclosure requests. Guide employees through the invention disclosure process. Encourage employees to submit inventions with rewards at each stage in multiple currencies.
• New Legal ecosystem integrations: Seamlessly integrate with popular legal applications including iManage and Legal Tracker. Easily store and retrieve legal documents in iManage. Help fulfillers track outside legal engagement and spend with Legal Tracker.

Employee Growth and Development

• Mentoring: View suggested mentors based on targeted skills, enrollment preferences, match insights, and mentor expertise. Search mentors based on name, job profile, and match score and add mentorship activities to growth plans. Empower mentors and mentees with scheduling tools for continuous conversations and engagement.
• Opportunity Marketplace: Help employees determine their fit for a job role based on skill requirements and preferences using match analysis. Allow employees to define match preferences based on job type, location, and interests. Prompt employees to act on featured job opportunities of high priority for the organization.
• Skills Intelligence Workspace: View skill insights, important actions, and an overview of skills health data through a guided, self-service experience. Allow admins to define job role groups with related skills, requirements, and proficiency levels. Improve data quality by leveraging machine learning to eliminate duplicate skills during onboarding.
• Skills in Manager Hub: Provide managers with a complete skills overview to understand team strengths and identify skills gaps. Learn how employees compare to job requirements, review skill proficiencies, and validate employee skills. Gain insight into the skills your employees are learning along with ongoing and completed activities.
• Employee Growth and Development enhancements: Allow users to send Outlook invites directly from Conversations and Growth Plans and auto-sync calendar information. View growth opportunities and statuses for submitted job applications within Career Hub. Enable employees to create aspirations from featured roles and critical skills to address talent gaps in the organization.

Hyperautomation and Low Code

App Engine

• Form Builder enhancements: Empower developers to quickly edit a record page's form within UI Builder. Enable developers to edit a steps form layout seamlessly within Process Automation Designer. Allow developers to efficiently access next-generation Form Builder directly from within the platform context menu.

Automation Engine

• Embedded Task Automation: Quickly initiate RPA automations from existing ServiceNow forms to reduce duplicative work. Access a user-friendly experience for observing and monitoring the automation process in real-time. Accelerate productivity through improved automation access within workflows.
• Automation logs: Achieve instant visibility into automation progress and stages, allowing for timely interventions if needed. Quickly troubleshoot bottlenecks or issues in automations by tracking each stage's outcomes. Maintain a detailed record of automation activities, enabling transparency and accountability in RPA processes.
• Document Intelligence enhancements: Extract information by selecting data directly from documents with the Draw Tool. Expand accessibility through intuitive tooling and functionality. Increased limits and more advanced AI models to cover more use cases.
• Message Replicator for Stream Connect: Automate message replication between local Kafka environments and ServiceNow using MID Server. Establish bi-directional linkage with Kafka and ServiceNow with support for data ingress and egress. Reduce dependencies on third-party replicators and speed time to value with a natively built message replicator.
• Multi-dimensional process mining for external data: Visualize ServiceNow and external process data in a single map for full visibility into end-to-end processes. Create and configure external tables and ServiceNow tables with a multi-dimensional project.

Customer Workflows

Customer Service Management

• Voice routing with Amazon Connect using AWA: Create and maintain routing rules for all customer engagement channels, including voice, in a central location. Assign voice calls to the best available agent with the right skills, expertise, and capacity. Balance work volume for individual agents ​by managing task assignments across channels.
• Process experiences on portals​: Lead customers through the case lifecycle, from intake to completion. Enhance case status visibility for customers and agents through improved task tracking. Allow customers ​to pause and resume cases, addressing action items when it is most convenient.
• Service model foundation - business location 360​-degree view: Provide a holistic view for agents to find location context when creating new cases​. Offer site managers visibility into multiple locations and any issues impacting them simultaneously. Easily tailor user experiences without customization through the business location 360 template.
• Service Catalog agent experience: Expedite the selection of services when filtering through service categories. Enable keyword search for service name, case type, or case type description. Provide access to service selector from multiple locations to submit issues quickly.
• Modernized activity stream​: Improve user interface (UI) responsiveness and visual appeal​. Optimize screen real-estate through collapsible panels that minimize scrolling. Deliver a flexible layout that allows admins to configure views in the side-panel or as a tab on the record page.

Sales and Order Management

• Product Catalog Management: Support complex products, bundles, and combined product and service offerings across commercial and technical catalogs. Browse through catalogs quickly using hierarchical categories, and search using keywords or codes. Launch configurator from quotes or orders, configure and price complex product offers quickly and accurately. Use price matrices or account-based pricing and create pricing extensions to access external price lists.
• Opportunity Management: Create or import opportunities, manage the end-to-end sales cycle, and use Kanban view for drag and drop. Launch needs analysis questionnaire to identify relevant product offers for agents. Manage opportunity activities including interactions, emails, and appointments. Create one or more quotes from an opportunity with a single click.
• Quote Management: Configure and price a quote using the product configurator. Manage the quote lifecycle and track quote revisions as customer needs or product configurations change. Create orders automatically from customer-approved quotes.
• Order Capture:Improve the ordering experience with catalog categories, search, and browse and an easy-to-use configurator. Use third-party systems for order fulfillment, or use SOM to decompose and fulfill orders. Capture orders with minimally required information and enrich order later to increase efficiency and reduce fallouts. Enable commercial move, add, change and disconnect (MACD) of sold products​ during post-sales engagement.
• Order Fulfillment: Decompose and fulfill product, service, and resource orders. Auto-create and assign order fulfillment tasks for detailed fulfillment tracking​. Provide Gantt chart views for tracking long, complex fulfillment lifecycles​. Support order-to-work order (FSM) and order-to-project (SPM) workflows​. Support in-flight order modifications and jeopardy tracking.
• Customer Contracts & Entitlements: Create or sync contracts from third-party systems and gain a 360 view of covered products, entitlements, and customer details. Confirm entitlements automatically with entitlement verification API. Capture entitlement orders and create contracts using workflows to enable cross-sell and up-sell during support processes. Empower agents to easily initiate entitlement modification or cancellation requests.

Field Service Management

• Field Service Marketplace: Empower service organizations to efficiently outsource tasks to a qualified and eligible contractor workforce. Notify contractor managers of new requests and enable their responses for proposed timeframes and costs. Help ensure qualifications are met and select the ideal contractor for the work order task to deliver quality service.
• Linear asset support: Visualize and record precise work locations within the framework of a linear asset. Simplify resource dispatch and task assignment to the correct location on a linear asset. Provide technicians with precise work locations to reduce travel time and accelerate task completion.
• Suggest parts for tasks: Provide parts recommendations as relevant search results to the work order task initiator, dispatcher, or qualifier. Shorten time spent on parts research for ad-hoc work orders by displaying task-relevant parts from historical data. Enhance part assignment accuracy by scheduling resources with the necessary parts for a successful first visit.
• Microsoft Teams integration for Dispatcher Workspace: Streamline communication between dispatchers and technicians for timely updates and efficient collaboration. Deliver real-time notifications to technicians for emergencies, weather updates, or timecard requests. Ensure easy access to conversations and attachments now available in the activity stream.
• Now Assist for Field Service Management: Simplify debriefs with automated work order summarization, reducing manual effort for service technicians. Enhance data entry on mobile devices, enabling a seamless and efficient user experience for field resources. Increase process adherence and data accuracy with summarization across activity streams, parts and incidentals.
• Site Mapping for Field Service Management: Reduce time spent on locating job sites and assets with mobile wayfinding and maps for onsite locations. Improve technician ability to navigate complex environments with step-by-step directions and arrival times. Enable further visibility by showing the location of other related nearby assets.

Industry Products

Financial Services Operations for Banking

• Dispute Agent Workspace: Resolve disputes faster with end-to-end dispute history in a single view. Provide transparent status visibility to customers through pre-populated, regulatory aligned email templates for each step of the dispute journey. Improve dispute agent effectiveness with easy access to relevant tasks and data in a purpose-built dashboard.
• Voice routing with Amazon Connect using AWA: Create and maintain routing rules for all customer engagement channels in a centralized location. Assign calls to the best available agent with the right skills, expertise, and capacity. Manage task assignments across channels to balance work volume for individual agents.
• Process experiences on portals​: Lead customers through the case lifecycle, from intake to completion. Enhance case status visibility for customers and agents through improved task tracking. Allow customers ​to pause and resume applications, addressing action items when it is most convenient.
• Service model foundation: business location 360​-degree view: Provide a holistic view for agents to find business location context when creating new cases​. Offer site managers visibility into multiple branch locations and any issues impacting them simultaneously. Tailor user experiences without customization through the Business Location 360 template.
• Service Catalog agent experience: Expedite the selection of services when filtering through service categories. Enable search with keyword for service name, case type, or case type description. Provide access to service selector from multiple locations to submit issues quickly.
• Modernized activity stream​: Increase user interface (UI) responsiveness and visual appeal​. Optimize screen real estate through collapsible panels that minimize scrolling. Deliver a flexible layout that allows admins to configure views in the side-panel or as a tab on the record page.

Financial Services Operations built with Visa

• ServiceNow Disputes Management, built with Visa: Offer faster, more accurate dispute resolution and fraud management with one digital experience and work orchestration layer. Help Ensure seamless compliance through automation, alerts, and audit trails. Save time and cost with pre-configured integrations with up-to-date Visa guidelines.
• Dispute rules content pack for Visa: Deflect unnecessary disputes and quickly resolve valid disputes through pre-built questionnaires and reason code mappings tied directly to Visa rules. Minimize manual updates to Visa rules with pre-configured integration and built-in ongoing rules maintenance. Improve operational agility and speed to value by seamlessly deploying additional Visa services as needed.
• Visa suite integration: Sync transaction and disputes data across platforms for more accurate resolutions and reduced errors. Help prevent disputes, minimize fraud, and avoid expensive chargebacks with real-time purchase details and fraud notifications. Automate complex, multi-step dispute and fraud processes to improve efficiency and resolution time.
• Dispute Agent Workspace: Resolve disputes faster with end-to-end dispute history in a single view. Provide transparent status visibility to customers through pre-populated, regulatory aligned email templates for each step of the dispute journey. Improve dispute agent effectiveness with easy access to relevant tasks and data in a purpose-built dashboard.

Financial Services Operations for Insurance

• Guidewire Cloud integration: Streamline processes to save time and cost through Advanced Work Assignment (AWA), Process Mining, audit trail, and more. Provide everyone the same real-time access to claim progress, status updates, and policy details. Customize business processes quickly via low-code tools.
• Voice routing with Amazon Connect using AWA: Create and maintain routing rules for all customer engagement channels in a centralized location. Assign calls to the best available agent with the right skills, expertise, and capacity. ​Manage task assignments across channels to balance work volume for individual agents.
• Process experiences on portals​: Lead customers through the case lifecycle, from intake to completion. Enhance case status visibility for customers and agents through improved task tracking. Allow customers ​to pause and resume applications, addressing action items when it is most convenient.
• Service model foundation - business location 360​-degree view: Provide a holistic view for agents to find business location context when creating new cases​. Offer site managers visibility into multiple agency locations and any issues impacting them simultaneously. Tailor user experiences without customization through the Business Location 360 template.
• Service Catalog agent experience: Expedite the selection of services when filtering through service categories. Enable search with keyword for service name, case type, or case type description. Provide access to service selector from multiple locations to submit issues quickly.
• Modernized activity stream​: Increase user interface (UI) responsiveness and visual appeal​. Optimize screen real estate through collapsible panels that minimize scrolling. Deliver a flexible layout that allows admins to configure views in the side-panel or as a tab on the record page.

Manufacturing

• Knowledge Management compatibility: Gather & organize OT data into easily accessible knowledge base articles enabling quick access and efficient knowledge sharing. Enhance decision-making with real-time insights derived from comprehensive OT incident analyses. Optimize resource utilization through automated knowledge workflows and real-time data integration.

Technology

• Service Bridge enhancement- transport diagnostics: Alert administrators with any provider or consumer registration errors. Proactively identify sync issues and alert administrators with issue details. Detect and auto-correct transport issues. Inform administrators when auto-correcting is not possible.
• Service Bridge enhancements - remote catalog variable set support: Reduce the need to create variables individually for each catalog item. Create a collection of variables that can be reused across multiple remote catalog items. Capture sets of data with a single remote record producer. When variables are modified in the set, changes are reflected for all associated remote catalog items.
• Trouble ticket outbound notifications: Automatically stream event notifications from the ServiceNow AI Platform to interested subscribers. Notify external applications of trouble ticket events. Equate trouble tickets to cases or incidents. Aligned with industry standards OpenAPIs. Leverages Hermes and Kafka capabilities.

Sales and Order Management for Technology Providers

• Opportunity Management: Create or import opportunities, manage the end-to-end sales cycle, and use Kanban view for drag and drop. Launch needs analysis questionnaire to identify relevant product offers for agents. Manage opportunity activities including interactions, emails, and appointments. Create one or more quotes from an opportunity with a single click.
• Quote Management: Configure and price a quote using the Product Configurator. Manage the quote lifecycle and track quote revisions as customer needs or product configurations change. Create orders automatically from customer-approved quotes.
• Order capture: Improve the ordering experience with catalog categories, search, and browse and an easy-to-use order capture. Launch workflows to gather required data not supplied during order capture with order enrichment. Capture orders with minimally required information and enrich order later to increase efficiency and reduce fallouts. Enable commercial move, add, change and disconnect (MACD) of sold products​ during post-sales engagement.
• Order fulfillment: Decompose and fulfill product, service and resource orders. Auto-create and assign order fulfillment tasks for detailed fulfillment tracking​. Provide order timeline views for tracking long, complex fulfillment lifecycles​. Support order-to-work order (FSM) and order-to-project (SPM) workflows​. Support in-flight order modifications and jeopardy tracking.
• Customer Contracts & Entitlements: Create or sync contracts from third-party systems and gain a 360 view of covered products, entitlements, and customer details. Automate entitlement verification with standard API. Capture entitlement orders and create contracts using workflows to enable cross-sell and up-sell during support processes. Empower agents to easily initiate entitlement modification or cancellation requests.
• Product Catalog Management: Support complex products, bundles, and combined product and service offerings across commercial and technical catalogs. Browse quickly through catalogs using hierarchical categories, and search using keywords or codes. Launch configurator from quotes or orders, configure and price complex product offers quickly and accurately. Use price matrices or account-based pricing and create pricing extensions to access external price lists.

Telecommunications

• Rack visualization: View rack mounted devices and their operational status See vacant rack space. Drag equipment templates into vacant rack space and automatically initiate change workflows. View rack occupancy and utilization metrics.
• Topology visualization: Render one or more topologies simultaneously. Reveal detailed information by clicking on the element. Click on a connection to understand the relationship type and direction between elements.
• Planned revisions: Clone live connections and equipment for effective planning. Make the necessary design changes to reflect the future view of the network inventory. Promote the future version to live and archive the previous version for historical reference.
• Enhanced Service Bridge - Transport diagnostics: Alert administrators with any provider or consumer registration errors. Proactively identify sync issues and alert administrators with issue details. Detect and auto-correct transport issues. Inform administrators when auto-correcting is not possible.
• Enhanced Service Bridge - Remote catalog variable set support: Reduce the need to create variables individually for each catalog item. Create a collection of variables that can be reused across multiple remote catalog items. Capture sets of data with a single remote record producer. When variables are modified in the set, changes are reflected for all associated remote catalog items.
• Trouble ticket outbound notifications: Provide automated streaming event notifications from the ServiceNow AI Platform to interested subscribers. Notify external applications of trouble ticket events. Equate trouble tickets to cases or incidents. Aligned with industry standards OpenAPIs. Leverages Hermes and Kafka capabilities.

Sales and Order Management for Telecommunications

• Opportunity Management: Create or import opportunities, manage the end-to-end sales cycle, and use Kanban view for drag and drop. Launch needs analysis questionnaire to identify relevant product offers for agents. Manage opportunity activities including interactions, emails, and appointments. Create one or more quotes from an opportunity with a single click.
• Quote Management: Configure and price a quote using the Product Configurator. Manage the quote lifecycle and track quote revisions as customer needs or product configurations change. Create orders automatically from customer-approved quotes.
• Order capture: Improve the ordering experience with catalog categories, search, and browse and an easy-to-use order capture. Launch workflows to gather required data not supplied during order capture with order enrichment. Capture orders with minimally required information and enrich order later to increase efficiency and reduce fallouts. Enable commercial move, add, change and disconnect (MACD) of sold products​ during post-sales engagement.
• Order fulfillment: Decompose and fulfill product, service and resource orders. Auto-create and assign order fulfillment tasks for detailed fulfillment tracking​. Provide order timeline views for tracking long, complex fulfillment lifecycles​. Support order-to-work order (FSM) and order-to-project (SPM) workflows​. Support in-flight order modifications and jeopardy tracking.
• Customer Contracts & Entitlements: Create or sync contracts from third-party systems and gain a 360 view of covered products, entitlements, and customer details. Automate entitlement verification with standard API. Capture entitlement orders and create contracts using workflows to enable cross-sell and up-sell during support processes. Empower agents to easily initiate entitlement modification or cancellation requests.
• Product Catalog Management: Support complex products, bundles, and combined product and service offerings across commercial and technical catalogs. Browse quickly through catalogs using hierarchical categories, and search using keywords or codes. Launch configurator from quotes or orders, configure and price complex product offers quickly and accurately. Use price matrices or account-based pricing and create pricing extensions to access external price lists.
• Aligned with Industry Standards: Reduce time to value. Realize revenue faster. Simplify integration. Best practices and alignment. Reduce cost to deliver and maintain.

Healthcare and Life Sciences

• EMR help capability: Mitigate clinician burnout by providing a single system of action to report issues. Expedite issue resolution by routing concerns to the right teams in real-time. Accelerate time-to-care by addressing issues promptly and effectively.
• GenAI case summarization for healthcare cases: Reduce time-to-serve through comprehensive summaries of healthcare case work notes. Boost patient satisfaction with rapid context gathering. Lower operating costs by synthesizing information from multiple sources.

Clinical Device Management

• Clinical device onboarding: Manage maintenance, service contracts, device risks, and depreciation effectively. Enable closer tracking by assigning ownership and accounting methods. Optimize device lifecycle from onboarding to offboarding through a single platform.
• Clinical device risk scores: Enhance safety and be compliance ready with comprehensive scoring. Manage multiple devices with different attributes. Enable data-driven decisions with a real-time heatmap.
• Clinical device move: Initiate move requests from the service catalog easily. Execute moves between locations with real-time tracking. Move the right devices to the right location reducing delays​.
• Indoor mapping: Detect clinical devices with granular location details through interactive maps. Manage location space hierarchy across campus, building, floor, and place. Enhance workflows with a space data model.​
• Suggested parts for tasks: Provide relevant parts recommendations to work order owners. Suggest relevant parts from historical data reducing research for work orders. Enable successful first visit by scheduling resources with the right parts.​
• Now Assist for Field Service Management: Simplify task debriefs with automated work order summarization. Enable easy data entry on mobile devices elevating user experience. Leverage task summarization across activity streams, parts, and incidentals improving process adherence.​

Government

• License and permit playbook: Implement a tailored playbook designed to streamline, digitize, and automate the delivery of licenses and permits to citizens and businesses. Create exceptional customer experiences by making it easy for them to apply, track the status of requests, and quickly get answers. Guide government workers to quickly and seamlessly process applications, generate digital copies, and monitor the progress of middle office teams

Finance & Supply Chain Workflows

Source-to-Pay Operations

• Integrated Supplier Third-Party Risk Management: Deeper integration between ServiceNow Third-Party Risk Management (TPRM) and Source-to-Pay. Provides due diligence playbook with Supplier Lifecycle Management when TPRM is installed. Enables seamless execution of supplier due diligence as part of onboarding.
• Additional Third-Party Integrations: Source-to-Pay integration for Oracle EBS, SAP Ariba, Coupa, and Workday Financials spokes. Additional options for SAP ECC and SAP S/4 HANA integration methods. Enhancements to Source-to-Pay integration framework.
• Usability Enhancements: Expanded employee tasking to include submit form, collect input, take survey. Enable users to seamlessly use Supplier Lifecycle Operations from Source-to-Pay Workspace. Enhances supplier cases so supplier manager can create on behalf of supplier.

ServiceNow Impact

AI accelerators

• Align your business objectives to ServiceNow’s AI solutions. Get a technical overview and demo of AI capabilities, including: Generative AI, Task Intelligence, Predictive Intelligence, Natural Language Understanding (NLU).

Instance Observer

• Get an expert primer on Instance Observer and how it can help you monitor and maintain platform health. Use the database growth summary to see an overview of database growth metrics to help you optimize performance. Metrics include total instance size and growth, largest tables, and fastest growing tables.

Subscription management

• Give platform owners a comprehensive list of entitlements across all instances. See contract start and end dates and quantity purchased—and explore entitled applications. Link directly into each instance to see specific allocations and manage them.

Training insights

• Get visibility into training data directly within Impact. Speed adoption and increase business value by ensuring you take full advantage of all available training. View details including: Learning credit consumption and expiration, training history, vouchers and certification details, and users linked to your organization’s account.

Microsoft Partnership

Now Assist integration with Microsoft Teams

• Reduce mean time to resolution through more personalized self service with Now Assist in Virtual Agent. Get quick summaries of knowledge articles within the tools that employees chat, meet, and collaborate in. Increase employee productivity by providing them quick at-a-glance answers to information they are searching for.

Employee Center in Microsoft Teams and M365 enhancements

• Provide video-based employee comms through microsites and in notifications within Employee Center. Find answers faster with Now Assist in AI Search. Capture employee feedback and sentiment for service delivery in the flow of work with embedded experiences.

Cloud Services Catalog

• Reduce cloud provisioning time via pre-defined templates and guided set-up for cloud catalog requests. Maintain visibility and control through governance policies. Automate release pipelines (e.g. ADO) and automation tools (e.g. Ansible) through centralized policy-driven workflows.

Manage documents on records with OneDrive

• Manage documents on policies, evidence requests, engagements, audit tasks, and more using OneDrive integration. Collaborate online using Excel, Word, PowerPoint, Visio, and more with Office 365 integration. Maintain a version history with access to any version on OneDrive.

Upgrading to the Washington DC release

Upgrade to the ServiceNow AI Platform Washington DC release today. Take advantage of these ServiceNow resources to help you stay current.

Get your Washington DC release upgrade kit: Find everything you need to get started on your upgrade, including a summary of new features, demos, key resources, and more.

ServiceNow Releases and Upgrades community: Ask questions and get answers from ServiceNow experts and peers, get access to the latest best practices and resources, and register for releases and upgrades community events for additional support.