AI Search |
- (Washington DC Patch 9) Knowledge block content indexing
- When you index knowledge articles for search, AI Search now includes content from knowledge blocks to improve search recall.
- AND then OR 2+ key terms option for multi-term search queries
- Improve search performance for queries with two search terms using the new AND then OR 2+ key terms value for the
Boolean search operator to use when a search query includes multiple terms (
glide.ais.query.search_operator
) system property. When this value is set, AI Search only performs automatic query resubmission if the search query includes more than two search terms after stop words are removed. AND then OR 2+ key terms is the default value for instances zBooted in Washington DC.
- Natural Language Query Genius Results
- Surface relevant search results from large source tables by adding Natural Language Query (NLQ) Genius Results to your AI Search applications. NLQ Genius Results interpret your searches using plain language to find source tables with relevant results. The NLQ Genius Result answer card displays the suggested source tables, combining results from Analytics Overview and CMDB table queries. You can preview records from each suggested table directly from the Genius Result answer card.
- Semantic vector search
- Find results that match the meaning and intent of your search terms. Semantic vector search is an alternate search mode that overrides the default lexical search mode. Now Assist in Virtual Agent uses semantic vector search to retrieve Catalog Items and topics. Now Assist in AI Search uses semantic vector search to find cached answers for Now Assist Q&A Genius Results.
|
API | |
Accounts Payable Operations |
- Help Center
- Introduced in-product assistance, also known as Help Center, for the landing, list, and analytics pages of Source-to-Pay Workspace. Select the Help Center icon
 on these pages to view the content. This feature enables you to access the information directly from within your workspace.
- Using invoice integration
-
- The Accounts Payable Operations application facilitates invoice ingestion, invoice posting, and invoice payment with third-party applications using an integration framework.
- The Accounts Payable Operations application facilitates invoice ingestion, invoice posting, and invoice payment with third-party applications using an integration framework.
- Work on integration error tasks through the Accounts Payable Operations integration framework. You can access these tasks from the home page.
- Perform bulk imports of invoice and invoice line data through scheduled jobs.
- Integration errors
- Work on system-generated integration error tasks through the ERP integration framework.
- Invoice data transformation logic
-
- Currency groupings on invoice and invoice lines are transformed based on the user system locale settings.
- Send notifications to suppliers of duplicate invoices by matching the supplier name in an invoice with the supplier table.
- Credit memo
-
- Process credit notes issued by suppliers using the Credit memo invoice type for a PO invoice or Non-PO invoice.
- Credit memo invoices can be created from the supplier collaboration portal.
- The pre-trained model framework is used Document Intelligence is enhanced to improve invoice extraction accuracy.
- Playbooks
- Visualize invoice processing workflows in a simplified, task-oriented, actionable view through Accounts Payable Operations playbooks.
|
Adoption Services |
- What's New
- Use the What’s New tab in the Help Center to see the new feature content for the products and the user roles needed for these products.
|
Advanced AI Search Management Tools | |
Advanced Risk |
- Parallel Review and Feedback in Advanced Risk
- Enable your second and third-line managers to become active participants in first-line activities by digitizing the review and feedback workflows. They can provide feedback on a record or fields in a record to recommend
improvements that are related to data integrity, compliance, operational procedures, and other areas such as disposition and accountability. For example, a risk manager can provide feedback by requesting a root cause analysis
task from the first-line risk user and also ask them to capture additional loss entries for the same risk event. With parallel review and feedback, your managers can perform the following actions:
- Provide feedback at any stage of the workflow.
- Update the feedback responses directly from the source record by using the side-panel feature.
- View and manage the feedback workflows that are raised against the records from a centralized dashboard.
- View the change history, which enables a quick comparison of the pre-feedback and post-feedback.
- Reopen the feedback if the responses are deemed unsatisfactory.
- Monitor the feedback and follow up with the record owners through an intuitive dashboard.
- Collaborate effectively with the reviewer, respondent, and other stakeholders through a sidebar discussion chat.
- Initiate and link further actions as outcomes of the feedback, such as creating an issue or linking to an existing one.
- Configure a feedback integration setup for any record type, including the custom tables where you can define the table or record type to create feedback from.
Important: The Parallel review and feedback feature is only available in Next Experience.
- Generating a report in Microsoft Word
- Use the Management Reporting of Risk application to create reports in Microsoft Word that are based on the information that is available in the ServiceNow AI Platform. Risk managers can create reports independently, using real-time data, without relying on administrators. Also, report generation is enabled by one-click updates of the report data directly from the ServiceNow AI Platform.
- Exporting risk heatmap information
- Download or copy the risk heatmap information to include in reports or share with relevant stakeholders as needed.
Important: The copy and download of heatmap information is only available in Next Experience.
- Enhanced object-based assessment
- Configure a risk assessment methodology (RAM) for multiple objects without having to select only one assessment object. You can reduce the additional effort to manage multiple methodologies for different objects. You can
compare and report the data to promote enhanced data accessibility and coherence.
Risk administrators can also add multiple RAMs for a single object. For example, a compliance case table can be assessed using separate
criteria for IT and corporate compliance, which enables a comprehensive understanding of risks across different domains.
- Auto save feature in the risk and control assessment form
- Improve the experience of performing advanced risk assessment with auto-save. When assessors respond, the application saves their responses and calculates the overall risk score. It significantly reduces the number of clicks
required, which improves efficiency and the overall employee engagement.
Important: The auto-save feature is only available in Next Experience.
- Bulk approval and reassignment of risk assessments
- Approve multiple risk assessments simultaneously, which significantly reduces the time that your team spends on individual approvals. Workflow efficiency is enhanced, especially when you're dealing with a high volume of
assessments. An approver or an assessor can easily reassign multiple risk assessments to different stakeholders or team members.
- Adding risks and controls from the library
- Create and manage the risks and controls within the designated workflows by eliminating unnecessary navigation. Your team can do the following tasks:
- Add controls from a control taxonomy by using the Create from control objective option during control assessment.
- Identify and create ad-hoc controls by using the Create control option when responding to risk mitigation tasks.
- Add the controls from control taxonomy by using the Create from control objective option when responding to risk mitigation tasks.
- Identify and map the risks from risk taxonomy by using the Create from risk statement option while defining the risk assessment scope.
- Enhanced user experience in Advanced Risk
- Streamline your processes with the following enhancements:
- Use the Comments field to provide a brief response for the group factors in Risk Workspace. You can configure the comments from the group factors in the RAM form.
- Eliminate the need for assessors to navigate manually through the entire page to locate the areas that require attention. When moving to the next assessment stage on the risk assessment form, the application
automatically scrolls to the unresponded factors.
- Reassign the in-progress assessments in bulk to new assessors in the absence of the current assessor. This feature helps to redistribute assignments, especially in cases of restructuring or emergency medical leave, and
enables bulk reassignment as needed.
- Initiate a sidebar discussion for the risk event and issue record types. Your team gets a dedicated space to discuss events or issues. This space enhances the clarity and efficiency in the risk management processes.
- Use the Reviewer field on the risk response task page to inform the assessor about the reviewer's details.
- Use drop-down options for factor choices on the risk assessment form to enhance readability.
- Enable a horizontal layout for factor choices on the risk assessment form to minimize scrolling.
- Use a simplified navigation with a single breadcrumb trail from the advanced risk assessment homepage to the main page. Your team doesn't need to open multiple tabs.
- Use a vertical list view that is grouped by the related list for a manual, automated, and calculated metrics definition record.
- Collapse section headers within the advanced risk assessment to reduce scrolling on the advanced risk assessment page and optimize the screen space for accommodating more content.
|
Advanced Work Assignment |
- Added a system property
- The glide.awa.bypass_max_wait_time.enabled system property keeps pending_accept state work items in the Agent Inbox until the assignment times out even when the Max Wait Time is
met. This property defaults to true.
|
Agent Chat |
- Chat summarization
- Automatically generate chat summarizations for conversations that are transferred between requesters, virtual agents, and live agents.
|
Agent Client Collector |
- Using metric connector enhancements
- Use agent-less System Center Operations Manager (SCOM) connectors for high-performance SCOM metric integration.
- Application patterns for the Agent Client Collector
- Run application patterns through the Agent Client Collector. Application patterns enable discovering details about applications running on an agent’s host.
- Enhanced system properties
- Monitor the behavior of the Agent Client Collector application with the enhanced Policy Calculation and Framework Configuration system properties, including the enhancements to agent Discovery, automatic MID Server selection, and error message logging.
- Configuration data files added to checks
- Provide the enhanced data collection in the Agent Client Collector application by communicating the instance data with the agent. The configuration data files are also sent to the agent’s associated MID Server.
- Mongo DB checks
- Monitor MongoDB resources with additional metrics that relate to the metadata, memory, and disk space.
- Continuously discover the resources in your Kubernetes clusters
- Continuously discover the resources in your Kubernetes clusters in Agent Client Collector for Visibility by using Cloud Native Operations (CNO) for Visibility. CNO for Visibility promptly reports changes in the resources to the instance and updates the Configuration Management Database (CMDB).
- Retrieving the metrics for cloud resources
- Retrieve the high-performance metrics for virtual resources in the cloud by using VMware.
- Pull additional resources from Kubernetes clusters into the CMDB
- Starting in version 3.6.2, configure the Cloud Native Operations for Visibility Informer to pull additional resources from Kubernetes clusters into the Configuration Management Database (CMDB), besides the resources it sends to the database by default.
- Create a cmdb_ci_linux_server CI for each Kubernetes node
- Starting in version 3.6.2, configure if you want the CNO for Visibility Informer to create a cmdb_ci_linux_server CI for each Kubernetes node. By default, the Informer creates a cmdb_ci_linux_server CI for every Kubernetes node. If this CI is redundant or interferes with other flows in your organization, you can set the associated configuration parameter to false.
- Define include and exclude lists of Labels and Annotations
- Starting in version 3.6.2, define include and exclude lists of Labels and Annotations in Kubernetes resources that the CNO for Visibility Informer pulls into the CMDB.
- Display the Kubernetes cluster version in the CMDB
- Starting in version 3.6.2, make the CNO for Visibility Informer populate the field in the cmdb_ci_kubernetes_cluster CI that shows the Kubernetes cluster version.
- Add custom Labels and Annotations to Kubernetes resources
- Starting in version 3.6.2, CNO for Visibility enables you to add custom Labels and Annotations to all your resources deployed in the Kubernetes cluster.
- Secure check verification through the allow-list
- Starting in version 3.5.1, enhance your system's security by verifying checks only with the allow-list from your global configurations. An allow-list from installed plugins is not used.
- Add a self-signed certificate to your operating system's truststore
- Starting in version 3.5.1, enhance security by adding a self-signed certificate to your OS's trust store.
- Clear agent assets
- Starting in version 3.5.1, remove an agent's plugin files by selecting Clear Assets on the UI, instead of removing the plugins manually.
- New Linux and Windows checks supported
- Starting in version 3.5.1, Agent Client Collector supports additional Linux and Windows checks.
|
Agent Workspace for HR Case Management |
- Schedule a meeting task within a case
- View the availability of an employee and schedule a meeting while you’re working on an HR case. For example, you can schedule a meeting with a new hire as part of the onboarding process.
- Add personal notes
- Use personal notes to add information that is not finalized and must not be tracked within the case history. Working notes are accessible to all agents who are working on a case. In some cases, agents might not want private
notes or rapidly changing information related to a case to be viewed by other agents.
- Using checklists in Agent Workspace for HR Case Management
- Add, edit, reorder, or delete checklist items from the contextual side panel.Previously, you could add, edit, reorder, or delete checklist items only from Core UI.
- Secure documents
- Add an extra layer of security on attachments that are linked to a case. Grant access to attachments with sensitive or private data to specific groups, users, user criteria or roles.
- Page Configurations reference
- Configure a few components on the landing page, record page, list page, and HR case creation page on the Configuration Settings page. Previously, you could configure these components using the UI Builder only.
- Streamline HR case resolutions
- Integrate a cloud contact center with HR Agent Workspace to enable employees to resolve their HR cases using interactive voice response. For cases that require a live agent, the system routes the call to an available agent,
displays relevant caller information to the agent, and automatically captures data from the interaction.
|
App Engine Studio | |
Application Manager |
- Installing applications in Application Manager modal pop-up
- View the following information with an added pre-installation modal:
- A description for the application configuration, primary features, and optional features.
- Shows primary features, optional features, and dependencies associated with AppV2.
- Shows the configurations and features available.
- Shows user scenarios when the install is blocked, the application configuration isn’t licensed, or primary and optional features aren’t licensed.
In the post-installation modal details page, you can view compatibility, key features, and release notes. It also displays an installation or update option.
- One-click experience to update dependent applications
- Use the Update Dependencies button to view all available updates for dependent applications of a parent application.
|
Application Portfolio Management |
- Connect a digital interface with the CMDB API in the EA Workspace
- Create a relationship between a digital interface and a CMDB API from the digital interface related list. Find out which digital integration uses which API and the environments where they’re deployed and group the deployed
APIs.
- Working with the Enterprise Architecture Workspace dashboard
- The following widgets are available on the TCO tab of the Enterprise Architecture Workspace dashboard.
- Business applications by TCO score
- Business application TCO by cost type and planned disposition for FY:Q (Current quarter)
- Top 10 business applications with the highest cost for FY:Q (Current quarter)
- Managing a business portfolio
- Filter the business capability scores by fiscal year using the Fiscal year filter.
- Working with the Application Assessments dashboard
- The Application Assessments dashboard is now available in the EA Workspace.
- Working with the Application 360 dashboard in Enterprise Architecture Workspace
- The Application 360 dashboard is now available in the EA Workspace.
- Configure application total cost of ownership (TCO) in Enterprise Architecture Workspace
- Evaluate the cost of your business applications and leverage the application costs to prioritize your application portfolio. Rationalize business applications by their cost and align them with the organization's business
strategy. For more details, see Configure application total cost of ownership (TCO) in Enterprise Architecture Workspace, Create a source for an Application TCO, Create a cost type for Application TCO in Enterprise Architecture Workspace, Add or edit a total cost of ownership record.
- View roadmap for your business capabilities and business applications
- Plan, prioritize, and roadmap the work for your business capabilities and applications by aligning with the strategy. For more details, see View a roadmap of a business capability and View roadmap of a business application.
- View and select your folders to save Lucidchart diagrams
- Fetch your Lucid folders to select and save the Lucidchart diagrams while creating a diagram. For more details, see Create a Lucidchart diagram for a business capability in the EA Workspace and Create a diagram for a business application in the EA Workspace.
- Use indicators created by you to analyze business applications in the Application Rationalization page
- Use custom indicators in the Application Rationalization screen in the Enterprise Architecture Workspace to analyze business applications in the bubble chart view or list view. Use the Active flag to select the indicators that you want to apply for rationalization. For more details, see Bubble chart view of application rationalization and List view of application rationalization.
- View TPM and TRM lifecycles in a Gantt chart view
- View TPM and TRM life-cycle information of a business application in a Gantt chart format under the Lifecycle Timelines tab of a business application view. For more details, see Gantt view of TPM and TRM lifecycle timelines.
- Rationalize all business applications associated with capabilities and their child capabilities
- Apply the business capability filter in the Application Rationalization page to view all the business applications including the ones that are associated with the child capabilities of the parent capability.
- Add or request a TRM Product or TRM Product life cycle for hardware products
- Request a TRM hardware product and product life cycle using the TRM Catalog or TRM navigation within the Enterprise Architecture Workspace. Depending on the user role, you can add or request a TRM product. For example, if you’re a member of the Enterprise Architect group, you can directly add a TRM product or TRM product
life cycle. For more details, see Add or edit a TRM product request, Add or edit a TRM product lifecycle request, Request a TRM product using the TRM Catalog, and Request a TRM product lifecycle using the TRM Catalog.
- Rationalization of business applications
- The Enterprise Architecture Workspace supports Application Rationalization. Rationalize your business applications by analyzing the applications by their indicators to take action. Take actions such as creating a demand,
setting the planned disposition, adding life-cycle data, viewing associated demands, and updating details of an existing project associated with an application. For more information, see Bubble chart view of application rationalization and List view of application rationalization.
- Personalize the Enterprise Architecture Workspace home page
- Customize the sections that you want to display on the EA Workspace home page by using the personalize page feature.
- Run a scheduled job to update TRM technical debt data in EA Workspace
- Run the Populate TRM technical debts in the EA Workspace scheduled job to update the TRM technical debts data in the EA Workspace. For more details, see Manage TRM technical debt.
- Open business application form in Core UI from EA Workspace
- Open the business application form in Core UI from the EA Workspace.
|
Application Vulnerability Response |
- Closed application vulnerable items in the SBOM Workspace reopen automatically
- A Closed application vulnerable item (AVIT) for a component with an associated vulnerability is reopened automatically and visible in the SBOM Workspace if the following conditions are met:
- The Reopen AVITs if detected (sn_sbom_resp.reopen_avits_if_detected) system property is activated. This system property is activated by default.
- The AVIT with the associated vulnerability is detected again by a third-party integration's vulnerability scans or the component with the vulnerability is part of a subsequent SBOM upload.
- The substate of the Closed AVIT is not one of the following: Mitigation Control in Place, Not Affected, or False
Positive. AVITs with these substates are not reopened by the system property.
Deactivate the system property only if you do not want Closed AVITs to reopen automatically.
- Updating application vulnerable items in bulk in the Vulnerability Manager Workspace
- Perform the following tasks on one or more application vulnerable items (AVITs) simultaneously using the bulk edit feature in the Vulnerability Manager Workspace:
- View list of vulnerable items in the Vulnerability Manager Workspace
- View the list of active vulnerable items in the Vulnerability Manager Workspace using the active records count next to the View by drop-down in the Host vulnerabilities tab on the Home page.
- Open active AVITs list in classic UI from the Vulnerability Manager Workspace
- Navigate to the Classic UI's active AVITs list using the View Classic link in the Application Vulnerabilities tab on the home page of the Vulnerability Manager Workspace.
- Refresh a remediation task in the Vulnerability Manager and IT Remediation Workspaces
- Refresh a remediation task (AVUL#) in the Vulnerability Manager and IT Remediation Workspaces to inspected if there are any additional records that belong to a remediation task.
- Enhancements to the Software Bill of Materials applications
- Upload SBOM files for the CycloneDX and SPDX standards starting with version 3.0 of SBOM Core and 3.2 of SBOM Response.
- XML and JSON formats are supported for CycloneDX up to and including version 1.4.
- JSON format is supported for SPDX up to and including version 2.3.
Performance enhancements in the SBOM Workspace for the BOM Entities and Components pages. You might experience faster load times for the Home and Components modules in the SBOM Workspace.
- GitHub Application Vulnerability Integration version 1.1
- Import application information from your GitHub repositories with the GitHub Repos Integration. Imported data is stored in the Discovered Applications [sn_vul_app_release] table. The GitHub CodeScan and Dependabot integrations require current application data that is imported by the GitHub Repos Integration.
Enhancements to the (OAuth) authentication credentials on the GitHub Configuration page.
- Enhancements to the Veracode Vulnerability Integration version 4.2
- Select Get More Details on Veracode application vulnerable items (AVITs) on the Application Vulnerable Item [sn_vul_app_vulnerable_item] table or from the list views in the Vulnerability Response Workspaces to view the following data imported from Veracode:
- HTTP Source request and Source response details for Dynamic Application Security Testing (DAST) scans are displayed on the HTTP Request/Response related list.
- Solution recommendations from Veracode are displayed on the Findings related list.
- HTTP Source request, Source response, and recommendations are displayed on the Details tab In the Vulnerability Response workspaces.
- The Description column is supported on the Application Vulnerable Item [sn_vul_app_vulnerable_item] table.
- Enhancements to Application Vulnerability Response AVIT Vulnerability Integrations
- View details such as total processing times, average times for pre- and post-integration run processes, and reports on the integration run records for the Fortify version 2.3, Invicti version 1.1, and Veracode version 4.2 Application Vulnerable Item (AVIT) Integrations.
- Create auto-close rules for stale AVITs
- Automate the closure of stale AVITs via Auto-close rules based on your required filter conditions.
- Analyzing the vulnerability landscape in the Vulnerability Manager Workspace
- Get the overall summary of the active application vulnerabilities through visual representation of risk ratings, remediation progress, assignment groups workloads, and records in remediation tasks on the Home
page of the Vulnerability Manager Workspace.
- Acquiring the summary of a set of application vulnerabilities using filters
- Get the summary of a set of active application vulnerabilities by filtering those vulnerabilities on the Home page of the Vulnerability Manager Workspace.
- Define Vulnerability Response email notifications
- When links are clicked in an email notification, records open in Vulnerability Manager Workspace or IT Remediation Workspace based on the user's role.
- Invicti Vulnerability Integration
- Import Interactive Application Security Testing (IAST) and Dynamic Application Security Testing (DAST) data with the Invicti Vulnerability Integration. This data enables you to determine the impact and priority of flaws in your custom software applications. Use the following Invicti integrations to enrich your
vulnerability data:
- Invicti Application List Application - Import applications that are scanned by Invicti.
- Invicti Scan List Integration - Import data about the date and time a scan was run.
- Invicti Application Vulnerable Item Integration - Import Invicti vulnerable item data.
- Import Software Bill of Materials (SBOM) files with Veracode
- Upload SBOM files in CycloneDx JSON format with a dedicated Veracode API. Identify the components you are using in your software projects and information about their releases, versions, and associated vulnerabilities. The integration generates SBOMs in
CycloneDx JSON format and uploads them into your instance for parsing. The Software Bill of Materials applications are required. For more information, see Exploring Software Bill of Materials.
- Software Bill of Materials
- The following enhancements were made to supported applications for the Software Bill of Materials (SBOM) product:
- Added PURL validation for the OSV.dev integration. Invalid PURLs are ignored during file processing.
- If available, OSV.dev fixed version information is displayed on a related list on the AVIT record.
- SBOM application vulnerable items (AVITs) show component information in enhanced SBOM workspace views.
- Disabled Remediation Task rules for SBOM AVITs in the SBOM Workspace. You can edit rules for SBOM AVITs in the Vulnerability Manager Workspace in Vulnerability Response.
- Expanded SBOM Workspace access enables you to view the SBOM inventory with the SBOM Core application.
- Reapplying CI Lookup rules in Application Vulnerability Response
- Reapply your configuration item (CI) lookup rules to update existing CIs for scanned applications and product models.
- Create remediation tasks manually
- Create remediation tasks (AVULs) manually for application vulnerable items (AVITs) from remediation task records on the Group Configuration tab.
- Notifications on false positive and exception requests
- Receive notifications and reminders on false positive and exception requests change approval records by setting approval expiry and reminder dates on the approval rules.
- Quick start tests for Application Vulnerability Response
-
After upgrades and deployments of new applications or integrations, run quick start tests to verify that Application Vulnerability Response works as expected. If you customized Application Vulnerability Response, copy the quick start tests and configure them for your customizations.
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Audit Management | |
Automated Test Framework |
- Performance profiling
- Performance profiling is a data-driven approach to analyzing runtime behavior by identifying bottlenecks faster. Use performance profiling to detect performance degradation when you upgrade your instance. You can then
investigate and fix any issues.
- Configurable workspace support
- ATF now supports testing the Next Experience UI (limited to forms and UI actions) to reduce regression risks by providing wider test coverage.
- Declarative Action Visibility test step
- Use the Declarative Action Visibility test step in the Form test step category to verify if a declarative action is visible on the current form.
- Click a Declarative Action test step
- Use the Click a Declarative Action test step in the Form test category to click a declarative action on the current form.
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Benchmarks | As an admin, use the Admin Console experience to oversee and control the Benchmarks dashboards. From a single console, you have the following ability:
- Activate or update the necessary plugins.
- Modify configuration settings.
- Analyze data for all the KPI categories opted.
- Manage KPIs for all the categories.
- Access ServiceNow help.
|
Business Continuity Management |
- Configuring the Dictionary, UI policy, element variables, and UI view
-
Configure new fields in the dependency assessment with the admin role and mark them as required or optional using the UI policy. In addition to UI policy configuration, you can also customize the UI view and UX view rules
for the BIA dependency and BIA dependency groups. It offers you the flexibility to modify the display and functionality of the dependency assessment based on your specific requirements.
In previous releases, the Required Recovery Timeframe validation was required for all impact categories. However, starting with version 6.1.x of the BCM application, it's now required only for the Applications impact category. This change is controlled by the UI policy.
- Automate the recovery task in the plan
- Automate the recovery tasks to streamline the recovery process in both business continuity plans and exercises. By classifying a task as automated and attaching an automated flow to it, the recovery process can be
streamlined.
- When a business continuity plan is activated as part of an exercise or an actual event, the associated automated flow gets triggered. However, if an error or failure occurs during the execution of the automated flow, the
user with edit access to the event record can manually retrigger the task as a backup. Therefore, the recovery process can proceed seamlessly, even if the automated flow encounters any issues.
- Add a task to the crisis event
-
Manage multiple recovery tasks by editing various fields, including State, Actual start, Actual end, Assigned to, and
Assigned group at the same time in the recovery tasks list. It helps the event task users update multiple tasks simultaneously, saving time and effort. If a task was closed by mistake, the event task
users with edit access to the event record can reopen it for editing and make necessary corrections, maintaining accuracy and completeness in the recovery process.
Additionally, the Closed failed task state has been implemented on the Event task form. When a task is transitioned to the Closed failed state, the entire exercise is paused
until the user with edit access to the event record unblocks the task and changes its state to Closed complete. The event task users can then resolve any issues or failures before continuing with the
exercise.
- Schedule an auto-update of the dependencies
- Update the CMDB assets and dependencies in the business impact analysis. BCM administrators can configure the Impact analysis dependency update configuration module to start an auto-update or to trigger a manual review process. Administrators can enable
the scheduled job to monitor the dependencies continuously and send email notifications.
- Schedule an auto-update of the related assets
- Update the CMDB assets and dependencies in the business continuity plan. BCM administrators can configure the Planning dependency update configuration module to start an auto-update or to trigger a manual review process. Dependencies are fetched from
different sources such as a BIA upstream dependency, BIA downstream dependencies, and the CMDB. Administrators can enable the scheduled job to monitor the dependencies continuously and send the email notifications.
- Adding the dependencies of the impacted assets
- Update the CMDB assets and dependencies in an event. BCM administrators can configure the Event dependency source configuration module to start an auto-update or to trigger a manual review process. Dependencies are fetched from
different sources such as a BIA upstream dependency, BIA downstream dependencies, CMDB, Plan primary assets, and Plan related assets.
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Case management for CSM |
- Service definition categories
- Streamline how agents select services by creating categories for the provided services. From the case service selector and case task service selector, agents can select a category and then view and select from the available
services within that category to create a case or case task.
- Customer activity view
-
- Display the streamlined and responsive Customer Activity component in the CSM Configurable Workspace. Enhancements include an updated date picker, customer activity time group headers and card layout, and new activity icons.
- Display the Generative AI-driven summaries for historical interactions instead of full transcripts.
- Technology Product Support Case application
- Enable technology companies to provide support for digital products and services. Features for this application include a case type, record page, playbook, and record producer.
- Technology Product Support case type
- Provides a case type dedicated to technology product support needs. The Technology Product Support case type includes the tables, roles, SLAs, and other processes needed to resolve technology issues.
- Technology product support record page
- Provides a simplified case view in CSM Configurable Workspace that enables agents to research and resolve technology cases.
- Modeless dialogs for Activity Compose and Email Compose
- Create comments, work notes, and email messages for cases using modeless dialogs in CSM Configurable Workspace. These moveable windows enable agents to see case context while drafting text.
- Technology Product Support Case playbook
- Provides agents with step-by-step guidance for resolving technology cases.
- Quick start tests for Customer Service Management
-
After upgrades and deployments of new applications or integrations, run quick start tests to verify that Customer Service Management works as expected. If you customized Customer Service Management, copy the quick start tests and configure them for your customizations.
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Clone Admin Console |
- Request a clone in Clone Admin Console
- The app features a simplified clone request page with guidance and explanations for how various settings affect your clone. The new request page also features a scheduling tool to help prevent timing conflicts between the
automatic rescheduling of clones and infrastructure maintenance windows.
- Guidance
- Learn how some clone options may affect your clone time with added information and guidance.
- On-demand backup option
- Use a fresh backup as part of your clone. This option can be useful if you want to include newly published changes in your clone and you don’t want to wait for the next nightly backup.
- Clone Logs
- See the Show Logs link that is added to display the Clone Logs on the Clone Status page when selected.
- Recurring clones
- Create recurring clones using the clone frequency options on the clone request page. The clone frequencies are Weekly, Every two weeks, and Every four
weeks.
Note: Each occurrence is created as a separate clone request. If changes are required, you must change the individual clone requests that are created.
- Target instance modal
- Add an instance or select an existing instance without leaving the page using the add an instance option in the clone request target instance
field.
- Use the same backup as another clone
- Use the same backup as another clone when selecting a backup option. If the backup no longer exists, it triggers an on-demand backup instead.
- Clone storage
- Legacy clones and new clones are stored separately. Clones requested via the Clone Admin Console are stored on a new table and displayed within the new console. Legacy clones aren't shown in the console. Clones initiated via the legacy Request Clone page are stored on the legacy
Clone History table.
|
Cloud Cost Management |
- Analyze the spend breakdown for Kubernetes clusters
View and analyze costs for a Kubernetes cluster on cloud and narrow down your results by using various filters such as time period, cost type, and grouping options like Kubernetes cluster, Kubernetes namespace, and tag
category. - Manage the cost of shared cloud services
- View, analyze, and manage the cost of shared cloud services across various business domains and allocate costs to these multiple lines of business. For Kubernetes clusters, you can share the cost across multiple
namespaces.
|
Coaching | |
Collaborative Work Management |
- Shared Spaces for collaboration
- Shared Spaces enable teams across the organization to work on common objectives using a single workspace.
- Create a space for your team to manage any kind of work such as projects, campaigns, or surveys.
- Create unlimited Boards to plan tasks and Docs to manage meeting notes and related documentation within Spaces.
- Organize Boards and Docs of a Space into folders.
- Associate Boards and tasks to organizational goals so that team members have direct visibility into the alignment of their work with overall strategy.
- Flexible Boards for task management
- Configure a flexible task Board without the involvement of a system admin. Organize work in a way that works best for your team.
- Track work in the form of Tasks, Defects, or custom work item types. Some examples of custom work item types are Milestone, Meeting, and Activity.
- Visualize work in customizable List, Gantt, and Kanban views.
- Create custom fields for task records such as Dropdown, Date, Text, Label, URL, Reference and others.
- Automations for tasks in Boards
- Using predefined templates, add conditions to automate various actions for your tasks. Examples of automated actions include sending an email when a task assignment is changed, updating task priority when the due date is
moved, or reassigning tasks when the priority is changed. You can edit these conditions anytime to verify that your task automations reflect the changes made to your team's workflow.
- Collaborative documentation
- Manage different types of documentation such as meeting notes, project requirements, or event details from a single location and avoid using multiple disconnected tools. Within a Doc, you can:
- Create unlimited pages with rich-text formatting.
- Tag users to their action items by @-mentioning them.
- Insert media and URLs.
- Add reference to CWM tasks or other ServiceNow AI Platform records such as Issues, Incidents, or Risks.
- Collaborate with other users with the feature of live user presence.
- Connecting to Planning portfolios
- Configure lenses of Strategic Planning or Portfolio Planning workspaces to include CWM Boards as a planning item so that you can plan and roadmap Boards in a portfolio plan.
|
Common Governance, Risk, and Compliance feature |
- System-generated recommendations for Workspace issue management
- Use system-generated recommendations for a remediation task that is related to an issue. User responses are recorded in the action history of the remediation task.
- Use system-generated recommendations that are listed on the Details tab of an issue. You can refer to the top three recommendations when assigning an issue in the Assigned to
field.
|
Compliance Case Management |
- Export a report to PDF
- Create PDF reports for compliance cases or requests by using predefined templates so that the stakeholders who may not have access to the application can still access the data. Sharing vital information via email becomes
quicker with PDF reports and enables collaboration with audit teams, partners, or internal committees without the need for application access. PDF reports serve as offline reporting. They can provide you with the flexibility
to present comprehensive data in a condensed and readable format. You can select a predefined template or create a customized document template to generate reports.
- Compose emails in GRC: Compliance Case Management
- Compose and send emails for compliance cases and requests by using the GRC: Compliance Case Management application to communicate with different stakeholders within or outside your organization.
- Enhance the user experience in managing multiple impacted and related areas
- Add and manage multiple impacted and related areas in a compliance case more efficiently. You can use a unified dialog box by selecting the Add button. By using this button, you can eliminate
repetitive actions and reduce the time you spend navigating between different screens. As you select the impacted and related areas, you get visibility into the compliance case record in the background and you can make
informed selections that are based on the details within the record. For more information, see Add an impacted area to a compliance case and Add a related area to a compliance case.
- Remove multiple impacted and related areas
- Delete one or multiple impacted and related areas by using the Remove button that has been added on the compliance case form. You can delete impacted and related areas more conveniently without
navigating through multiple menus or sections.
|
Configuration Compliance | |
Configuration Management Database (CMDB) |
- CMDB Workspace store app
- Access CMDB Data Manager from CMDB Workspace where it's built using UI Builder (UIB) components. CMDB Data Manager is now fully integrated into the CMDB Workspace.
- Use Data Certification in CMDB Workspace where it's built using UI Builder (UIB). Data Certification is now fully available by using the Certification policy type in CMDB Data Manager in CMDB
Workspace.
- Remediate de-duplication tasks consistently and in bulk by creating libraries of de-duplication templates in CMDB Workspace. De-duplication functionality is now built using UI Builder (UIB) components and is fully
integrated into the CMDB Workspace.
- Quick start tests for CMDB
After upgrades and deployments of new applications or integrations, run quick start tests to verify that CMDB works as expected. If you customized CMDB, copy the quick start tests and configure them for your customizations. |
Container Vulnerability Response | |
Continuous Authorization and Monitoring |
- Managing controls at a granular level
- Configure a control requirement at the control objective level based on the NIST 800-53 Risk Management Framework to assess the control at a granular level. You can also take attestations at the requirement level while the
control moves to the Attest state in the workflow. You can monitor and track the control effectively and clearly identify specific requirements that are non-compliant, which leads to the control being non-compliant.
- Set up baseline controls to generate controls and implement requirements
- Create a control that is implemented as an inherited control in part and as a system-specific control in part, which helps to adopt partial requirements from a common control provider. You can also inherit one or more
requirements provided by a common control provider.
- Ability to have assessment procedures based on NIST 800-53A
- Determine the control’s effectiveness based on the individual assessment procedure’s effectiveness. You can tailor the assessment procedures in test templates and mark them as Effective, Ineffective, or Not applicable.
- New related lists in the CAM view of Control objective and Control forms
- Use the CAM view of the Control objective form that has all the control objective requirements from the NIST 800-53 revision 5. Similarly, the CAM view of the Control form has all the requirements generated for the control in the control requirements related list.
|
Core ServiceNow AI Platform |
- Arabic language support
- Accommodate Arabic-language users with Arabic translations of the base system UI string content in your instance. Activate the I18N: Arabic Translations plugin (com.snc.i18n.arabic) to get these
translations.
- GraphQL Explorer
- Test GraphQL APIs using an integrated GraphQL testing tool. The GraphQL Explorer facilitates the development and debugging of GraphQL APIs.
- Support for JavaScript modules and third-party libraries with the ServiceNow SDK
- Create custom JavaScript modules to organize and reuse code, improve maintainability, and leverage functionality from third-party JavaScript libraries in scoped applications with the ServiceNow SDK. Use the ServiceNow SDK to create, download, and modify scoped applications with custom modules and third-party libraries in Visual Studio Code and then deploy those applications to an instance.
- Improvements for archiving related records
- When defining related records, control the depth of cascading by specifying the archive rule for each archive related record. Related records without a specified archive rule aren't cascaded.
- Drop custom indexes
- Drop custom indexes using the Tables module.
- Flow logic for remote tables
- Build a flow to retrieve data for a remote table query. Use the ServiceNow®
Flow Designer capabilities of triggers and actions to respond to triggers and fetch remote data.
- New sys property to enable locale-based language sorting
- Enable the guide.ui.condition_builder.sort_labels_by_locale system property to sort the fields of the Show/hide filter according to the locale-based language. The system property is set to False by
default.
- Show Syslog Records UI action
- Use the new Show Syslog Records UI action on Transactions and Active Transactions forms to view any System Log entries that were generated during the execution of the transaction.
|
Creator Studio | |
Customer Contracts and Entitlements |
- Create and manage contracts
- Create contracts manually and import and synchronize existing contracts to retain updated data.
- Work in agent workspace
- View, utilize, and manage contracts and entitlements in the ServiceNow®
CSM Agent Workspace.
- Generating new customer contracts and entitlements
- Manage the life cycle of customer service contracts and entitlements from offer creation to contract generation.
- Integrating offer to contract services
- Integrate product catalog management, order management, and contract management to deliver a seamless capability to support selling of service contracts and entitlements.
- Managing contracts and entitlements
- Manage modifications in contracts and entitlements to process change orders for contracts, contract lines, and entitlements. Support entitlements for an account, a product, or a service plan.
- Renew service contract
- Renew a service contract before the contract expires.
- Service contract lines for subscription plans
- Create contract lines for subscription products and services.
- Resuming, cancelling, and suspending service contracts
- Resume, cancel, suspend, or modify the services specified in service contracts and entitlements based on customer requirements.
|
Data Discovery | |
Data Privacy | |
Data management for CSM |
- Product instance identifier
-
Connect new and existing products and services with the related assets and
configurations by using the product instance identifier.
Link the install base items to an asset class, configuration item class, and
product model class by using the Model Category field.
- Synchronization of life-cycle states between the asset and install base
-
Synchronize the State field across both the asset class and
install base class to maintain the consistency of states between both entities. The
synchronization of the State fields depends on the states
that you select in the life-cycle fields.
Comply with the Common Service Data model framework by establishing a link between
the existing State field and the new life-cycle fields on the
install base form.
- Data model for Sold products and Install
base
-
Create an install base item by using the Specification field
on the install Base form during order fulfillment.
Support life-cycle management workflows for sold products by using the fields that
are added to the Sold products table.
- Sales and Order Management workflows
-
Configure the metadata for the lead-to-cash entities by mapping the entities and
configurations.
Use the lead-to-cash operations like Create Instance, Delta, Effect, and Commit
Instance to compose and build workflows for a seamless flow of information between
entities. To learn more, see LeadtoCashCore - Scoped.
- Customer Life Cycle Management Workflows
-
Manage the life cycle of your sold products by activating the Customer Life Cycle
Management workflows (com.snc.customer_lifecycle_mgmt_workflows) store
application.
Update the existing products and services by triggering the sold product to order
and the order to sold product flows. You use the Modify,
Suspend, Resume, and
Disconnect actions on the sold product related list on the
accounts page to trigger this flow.
Change the current configuration of the sold product on the Configurator UI by
performing the Modify action.
Make a definite or indefinite suspension of a sold product by using the
Suspend action.
Restart the services of a disconnected or suspended sold product by using the
Resume action.
Make the sold product inactive by disconnecting a sold product and its full
hierarchy.
- Use metadata configurations to transform data and define structures and workflows
like Leads, Opportunities, Orders, Install base items, Sold products and more.
- Unified User-Employee
as a Consumer
- Create a single, unified profile that supports both the internal and external
personas from login through all interactions across the Customer Service Management
product.
- Business Location 360
- Enable agents to accurately resolve reported business location issues by using the
business location 360 template. Your agents can add data sources, display extra
information, and represent entities, such as stores, government agencies, healthcare
organizations, automotive dealerships, or departments, for enhanced contextual
insights.
- Omni-channel support for
the business location staff
- Enable your business location staff to interact and record all support interactions
with each business location through omni-channel capabilities, including Virtual Agent, chat, and messaging applications.
|
Decision Builder | |
DevOps Change Velocity |
- GitHub Issues integration
- Discover GitHub issues in GitHub repositories as part of the planning capability to link the GitHub issues with GitHub code commits.
- Implement custom actions for pipelines using generic Docker container image
- Collect data related to change request creation, Sonar scan, artifact registration, and package registration in your GitLab pipeline using the custom actions for GitLab.
- User-created orchestration tool integration support
- Integrate DevOps Change Velocity with any orchestration tool that is not supported in the base system to discover the orchestration tool, configure webhooks, import historical data, receive live data, and enable change
control on your pipelines.
- GitLab pull request for change approval
- Track GitLab merge request (pull request) pipeline executions in DevOps Change Velocity, link pull request and orchestration pipelines and to enable change approval tracking.
- Jira Cloud integration
- Integrate DevOps Change Velocity with Jira Cloud and track Jira Issues for the configured projects.
- JFrog Artifactory for GitHub, GitLab, and Azure DevOps
- Import the artifact data published to JFrog Artifactory for the corresponding pipeline executions for GitHub Actions, GitLab, and Azure DevOps.
- OAuth 2.0 authentication for Azure DevOps (ADO)
- Use OAuth 2.0 authentication to connect your Azure DevOps tool with DevOps Change Velocity ensuring a more secure authentication method.
- OAuth 2.0 authentication for Jira Cloud
- Use OAuth 2.0 authentication to connect your Jira Cloud tool with DevOps Change Velocity ensuring a more secure authentication method.
|
Digital End-User Experience |
- DEX
Application and Device Health
- Monitor applications and devices in order to detect issues before they result in downtime and reduce employee productivity.
- Monitor the performance, security, and compliance of the digital workplace through the DEX Dashboard unified workspace.
- Monitor the performance and security of installed and web/SaaS applications on user devices.
- Monitor real-time performance metrics including CPU, memory, disk usage, and I/O read/write operations for comprehensive insights into system resource utilization.
- Monitor user activity, as well as identify and track active and affected users.
- Set criteria and thresholds that trigger alerts when performance metrics deviate from specified parameters, which facilitates effective system monitoring and management.
- Ensure comprehensive and accurate data collection by facilitating CMDB Population through Enhanced Discovery.
- Provide detailed tracking and management capabilities for software assets through software inventory.
- DEX Content Playbook
- Access content tailored for both macOS and Windows platforms, enabling seamless monitoring of applications and devices while offering support for application remediation.
- Ensure the consistent, secure, and compliant usage of the application by establishing guidelines and rules. These DEX policies enable you to minimize data breach risks, improve data quality and accuracy, and optimize application performance and availability.
- Evaluate devices based on predetermined sets of rules and criteria related to aspects like CPU usage, memory usage, IO usage, firewall status, network tests, network bytes, and logged-in users to assess performance,
security, and compliance.
- DEX
Desktop Assistant
-
Establish a continuous communication channel for employees to enable them to easily access self-service options and receive timely notifications from the Service Desk.
- Conduct self-diagnostics including network speed tests and device health.
- Empower employees with timely notifications of vital announcements.
- Explore ServiceNow
Employee Center for a wide range of functionalities and management capabilities.
- Enrich user interaction through chat-based support and prompt responses by integrating Virtual Agent.
-
Use the Desktop Assistant dashboard to monitor device connections and user logins. Track the current Desktop Assistant version on devices, ensuring your team stays updated.
The Desktop Assistant dashboard is also available as part of the Service Operations Workspace to enhance the user experience and provide enriched data for administrators.
- Use single-line uninstaller commands to facilitate cleaner file deletion and improve the upgrade process.
|
Digital Portfolio Management |
- Digital Portfolio Management Workspace homepage
- See all your solution cards, ordered by severity, on the redesigned DPM Workspace homepage.
- Log in to DPM for the first time to see auto-generated solution cards based on your user name in certain tables. After your first login, you're encouraged to personalize your DPM homepage.
Note: With the sn_dpm.dpm_admin role, you can update the homepage solutions table to tailor the solution cards that users see at the first login to the DPM Workspace (before personalization).
- Personalize the Digital Portfolio Management Workspace homepage
- Add or remove solution cards to personalize your DPM homepage. You can also adjust the Needs attention thresholds for each solution to see which needs the most attention. The severity levels are good, moderate, or severe.
- Your personalized list of solutions is kept in the dpm_home_page_item table so that they're displayed every time you log in. This table updates each time you personalize your homepage.
- Digital Portfolio Management homepage default solution cards
Use the following system properties to improve the overall DPM performance and enable the number of solutions cards to display on your homepage. Table 4. DPM homepage solution card system properties
| System property |
Homepage default solution limit |
dpm.homepage.cmdb_ci_service_limit for services, service offerings, and application services. |
750 |
| dpm.homepage.cmdb_ci_business_app_limit for business applications. |
250 |
You can add and remove solution cards in any combination, but the total solution cards can’t exceed 1000 on the DPM homepage.
Note: With the sn_dpm.dpm_admin role, you can change the system property limits to more than 1000 solutions on the DPM homepage. However, raising the limit may negatively impact system performance. - Configure the Digital Portfolio Management experience
- As a user with the sn_dpm.dpm_admin role, you can:
- Configure the user experience by showing or hiding the available item types in DPM:
- Services
- Technical services
- Business services
- Application services
- Service offerings
- Business applications
- Update the available item types table to hide or show solution types on the DPM homepage and in the personal portfolios. Examples of solution types are cmdb_ci_service and cmdb_ci_business_app.
Note: When a
solution type is hidden, that solution is omitted from the following areas of DPM:
- The auto-generated solution card results.
- The personalization options of add and remove items.
- The set status conditions when updating thresholds.
- The page filters.
- View business application details
- See all the application services for the business application in a KPI group breakdown list on the Run tab. The list shows up to 10 application services but you can page through to see more. The list shows the KPIs from the
lowest ordered KPI group mapped (or inherited) by the business application.
- Copy a KPI group to create a new KPI group in Digital Portfolio Management
- Create a new KPI group by copying an existing KPI group in DPM. All the records and mappings of the KPI group are copied as well. After you copy the KPI group, you can modify all aspects of it so the new group best fits your needs.
- Configure Digital Portfolio Management to integrate with Process Mining
Use Process Mining in DPM to see the status of KPIs on your solutions, and to adjust as needed. DPM for Process Mining comes with project templates to mine data for incidents, problems, changes, and requests. With the sn_dpm.dpm_admin role, enable Process Mining in DPM:
- Install the ITSM Process Mining Content Pack from the ServiceNow® Store, and
- Set the system property sn_dpm.enable.po.dpm to true.
|
Dispute Rules Content Pack for Visa |
- Data model updates
- Dispute questionnaire tables are available to support responses to the VROL questionnaire.
- Decision tables
- Implemented decision tables to display the correct questionnaire form based on the selected dispute category and to determine the correct reason code.
|
Document Intelligence | |
Document Services |
- Digital signing for documents
- Define document templates and signing workflows for digital signing using smart cards. Generate and send auto-filled documents to be signed by different participants.
|
Document Templates |
- Template date format
- Choose the format in which you want the date to appear when an agent previews the document, generates the attachment, or initiates document tasks for participants.
- Template language
- Specify the language in which you want dynamic tokens to be translated when an agent previews the document, generates the attachment, or initiates document tasks for participants.
- Document template scripts
- Translate dynamic tokens in HTML templates into the intended language using a script.
- Document Template integration with Digital Signatures using Smart Cards application
- Use digital signatures to make the document signing experience seamless and eliminating manual intervention by using your Personal Identity Verification (PIV) or Common Access Card (CAC) card.
|
EMR Help | |
ERP Canvas |
- New UI for managing models
- Create and map models using tables and BAPIs, and then use the models to read and update the ERP system.
- Read and update SAP from ERP Canvas using BAPI function calls
- Add Read and Update operations to the ERP model using BAPIs and table reads to communicate with the ERP system through the new ERP Model Management page.
- Find tables and BAPIs faster in the connected ERP system using AI Search.
- Create read operation entities using BAPIs or by the previous method of reading specified ERP tables on the system of record to retrieve data from the ERP system.
- Specify input and output parameters to customize the data you're reading or updating. ERP Canvas automatically includes required parameters in the query.
- Send data to update the ERP system using BAPIs.
- Support for earlier versions of ECC
- Use ERP Canvas with earlier versions of ECC, beginning with version SAP ECC 6.0 EHP 8.
- Use actions to build flows that specify where ERP data goes on the ServiceNow AI Platform
- Add to flows and specify where the results from read and update operations are stored through a Use ERP Data action in Workflow Studio.
|
ERP Customization Mining | |
Employee Center |
- News articles
- As an employee, view news articles on your mobile devices using the Now Mobile® app.
- Use the News Feed widget that now appears on the Employee Center Pro home page by default and includes an option to display pagination. Content managers or admins can configure the News Feed and Featured News widgets to display news articles in
a tile layout.
- As a content manager or admin, associate a news article with one or more categories (such as employee benefits or industry updates). Employees can view news articles by category.
- Add content destination
- Set the publication duration in the content destination, enabling content managers to select how long content is available based on the publishing location.
- Rich Content Editor
- Use the following new capabilities when creating rich content and news articles:
- Edit the HTML and CSS source code
- Clear the entire canvas of content with a single click
- Configure cell border color, width, and style
- Configure image and video horizontal alignment
- Video hosting integrations framework
- Create rich content and news articles using videos from a streaming services. Additionally, you can authorize access to secure videos and configure interface elements to help content managers, such as thumbnails of available
videos or check boxes to enable looping or auto-play.
- Create campaign stages (bundles) using Content Experience Builder
- Use the following new configuration options:
- The Include users field enables a campaign manager to specify an audience.
- The Frequency field includes the Once option.
- Approvals in Now Mobile
- Use the approval experience in the Now Mobile feature to do the following:
- Access to all approval tasks in one place under My tasks on the Now Mobile app.
- View task details to approve or reject a request.
- Workday approvals in Now Mobile
- Access all your Workday approval tasks on the Now Mobile app. Approve or reject a task or navigate to the Workday portal.
- Integrated experience and service feedback
- Use the Employee experience feedback to gather quick feedback from your users on their user experiences and service experiences.
- Employee Center Pro Kiosk
- Use the Employee Center Pro Kiosk to provide the deskless workforce with the resources to enhance productivity, engagement, and overall organizational success.
- Quick start tests for Employee Center
After upgrading and deploying new applications or integrations, run quick start tests to verify that Employee Center works as expected. If you customized Employee Center, copy the quick start tests and configure them for your customizations. |
Encryption Key Management |
- PostgreSQL database support
- Support the PostgreSQL databases for primary, secondary, read replica, gateway (shard), and Logical Corruption Protection (LCP) databases for cloud encryption. LCP databases are a variant of the read replica database.
- Trusted timestamps within the Code Signing framework
- View when a signature is issued by using timestamped Key Management Framework (KMF) Signature [sn_kmf_record_signature] records.
- Reusable key for agent-to-agent credential sharing
- Configure client-side asymmetric key pairs for API authentication. With the reusable key feature, every conceptual cryptographic module has only one active conceptual key at any point, generated on the client side and
wrapped with its respective public key.
- Simplified process for 3DES deprecation
- Remove GlideEncrypter by using the guidance from the improved user interface for 3DES deprecation. Within the critical update app in Security Center, you can find information about the full and partial deprecation of 3DES,
and view all impacted legacy password2 fields before deprecating 3DES.
- Property-driven multi-layer caller inspection for Code Signing
- Increase the number of caller layers to be validated during the ECC queue notarization to improve security. Starting in Washington DC, the number of validated caller layers is driven by a system property.
- Switch between ServiceNow Root of Trust (ROT) and your own ROT
- Switch between ServiceNow Root of Trust (ROT) and your own ROT.
|
Enterprise Asset Management |
- Understand and analyze your total cost of ownership of assets
- Manage resources efficiently by tracking the Total Cost of Ownership (TCO) of assets, where the total cost includes initial capital cost. You can also break down costs by expense categories and view comparative reports in a
vertical bar chart format where each bar is a data source. Click a segment in the bar chart to view expenses for each asset grouped by asset name.
- Manage your tasks using the ServiceNow®
Mobile Agent application
- View and manage all the work order tasks assigned to you and your group using the ServiceNow®
Mobile Agent application. For example, you can do the following tasks:
- Assign a group task to yourself
- Record the time taken to complete a task
- Handle part requirements
- Manage asset actions
- Access knowledge articles
- View the hierarchy and task details of an asset on the asset form
- Gain visibility into hierarchy details of assets directly on the contextual sidebar of Enterprise Asset Workspace. You can view the asset hierarchy up to three levels in a tree-like format and expand and view all the children of the asset. You can also view the tasks associated with the asset and its
children.
- Perform all your administrative tasks from a centralized location
- Use the Admin center in the Enterprise Asset Workspace for easy access to perform all administrative tasks. Perform tasks such as risk and TCO configuration, create model categories and linear asset types, and bulk import of models and
assets.
- Onboard multiple assets using the multi-asset onboarding playbook
- Use the multi-asset onboarding playbook to onboard multiple assets all at the same time. As you complete each activity in the playbook, you’re taken to the next activity. After you complete all the activities, the multiple
assets are successfully onboarded.
- View and manage procurement details using the intuitive Procurement view
- Track procurement-related requests and manage purchase orders easily through the Procurement view in the Enterprise Asset Workspace.
- Simplify your work management workflow to increase productivity
- Optimize your work management workflow by performing bulk closure of work order tasks, partial sourcing of parts requirement, and creation of checklist templates from work order templates.
- Manage the operational assets of your organization using Product Instance
- Manage an asset throughout its life cycles in the Enterprise Asset Management application and workflows by representing the asset as a Product Instance, which is a logical grouping of operational asset, Configuration Item (CI), and Install Base Item (IBI)
classes.
- Classify social benefit service models within the Configuration Management Database (CMDB)
- Starting with version 2.5.0 of the Expanded Model and Asset Classes application, use the Social benefit model class to classify service models that are based on social insurance programs and means-tested assistance programs.
This class is a child of the base Service model [cmdb_service_product_model] class.
- Categorize API and Managed API classes within the Configuration Management Database (CMDB)
- Starting with version 2.5.0 of the Expanded Model and Asset Classes application, use the API and Managed API model categories to create and associate application models with API and Managed API CMDB CI classes. By associating application models with these CMDB CI classes, you can get a more comprehensive version-agnostic view of your APIs.
- Categorize enterprise models and assets using additional model categories
- Starting with version 2.6.0 of the Expanded Model and Asset Classes application, use the following additional model categories to associate enterprise model and enterprise asset classes with Configuration Management Database (CMDB) configuration item (CI) classes:
- Patient Monitoring
- Patient Implant
- Surgical Instrument
- Clinical Device
- Lab Equipment
- Diagnostic Imaging
- Therapeutic Device
- Dental Equipment
- Operational Equipment
|
Event Management |
- Team-based integrations in Event Management
- Ensure connector ownership and execution of rules on a team level, maintaining consistency and hierarchy while offering flexibility and customization options for teams.
- Automate the assignment of alerts based on integration ownership and configuration item (CI) ownership so alerts are routed to the appropriate team members responsible for the integrated systems.
- Event forwarding
- Forward events from one ServiceNow instance to other instances in non-production environments without having to change the production environment, thus accelerating the event processing testing life cycle.
- Free-text search for alerts in Express List
- Starting in version 23.2.1, find alerts in the Express List by using free-text search.
- Keyboard shortcuts in Express List
- Starting in version 23.2.1, speed up your work in Express List with keyboard shortcuts.
- Timeline View of alerts in an alert group in Express List
- Starting in version 23.2.1, use Timeline View in Express List for a chronological visualization of the alerts in an alert group. This feature offers a comprehensive view of when the alerts occurred, when changes in their
severity took place, and other data for efficient triage and Mean Time to Resolution (MTTR).
- Link View in Express List
- Starting in version 23.2.1, view the connections between alerts in rules-based or CMDB-based alert groups in Link View. Link View offers a visual representation of the relationships between the alerts in the group.
- Alert analysis of alert groups in Express List created by Now Assist using generative AI
- Starting in version 23.2.1, view an alert analysis of alert groups in Express List. The alert group analysis provides a simplified, human-readable description of the alerts in an alert group to help you investigate the
alerts.
|
Field Service Management |
- Schedule Optimization features
- Use Schedule Optimization to do the following tasks:
- Schedule complex multi-territory assignments where an agent might be responsible for multiple territories over a longer batch processing period.
- Assign tasks to agents regardless of whether they’re primary or secondary members of a single or multiple territories.
- Optimize task scheduling by defining the capacity of your agents or work type.
- Provide smoother intra-day operations and efficient resource allocation when a single agent might need to handle multiple territories within the same day or across different shifts.
- Use new objectives such as Maximize Assignment to Earlier Shifts, Minimize Highest Priority Task Start Times, and Minimize SLA Violation when you're
creating a policy.
- Use the improved configuration process for batch and intra-day scheduling,which provides common settings for both types while maintaining specific configurations where needed. With this process, you can eliminate
duplication and ensure an efficient setup.
- Improve your schedule accuracy and adherence and also reduce scheduling changes when intra-day is running through two new system properties.
- Dispatcher Workspace features
- Use Dispatcher Workspace to perform the following tasks:
- Enable dispatchers to run Schedule Optimization throughout the day as scheduling conditions change.
- Create crews that are based on territory memberships.
- View your contractor capacity by territory in the calendar view.
- View agents on the calendar by their availability in the territory.
- Create personal events for Field Service agents to show when they are unavailable for non-work order reasons like an appointment or a phone call they have scheduled.
- Change the amount of time shown on the calendar to time intervals of 15, 30, 45, or 60 minutes.
- Send messages to agents to discuss work order tasks.
- Make bulk updates for your calendar events to save time.
- Source one or more parts from a preferred stockroom or assignment group and then transfer them to your personal stockroom to ensure the prompt completion of work order
tasks.
- Beans.ai map integration for travel estimates
- Use beans.ai, a new map provider, for travel time estimates for Dynamic Scheduling, Route Optimization, manual task assignment, and agent estimated time arrivals.
- Territory Planning features
- Use Territory Planning to do the following tasks:
- Create territory-specific crews to streamline territory management, task scheduling, and resource allocation.
- Link multiple geographies to one territory by using a composite geography capability that simplifies the representation of complex areas and enables you to have more data management flexibility.
- Manage the territories, customized hour ranges, tasks, and agent schedules for your internal agents and contractors so that you can allocate your resources accurately.
- Field Service Marketplace
- Enable Field Service dispatchers to post tasks on an exclusive contractor marketplace, where contractor companies with skilled workers can offer cost estimates and their availability. Your dispatchers can interact
with qualified contractors and select the most suitable contractor for the task.
- Now Assist for Field Service Management (FSM)
- Use Now Assist for FSM to summarize work order tasks.
- Create work order task summaries during any state of the work order task to track progress.
- Create task closure summaries when completing tasks on the mobile application to provide notes for future reference.
- Start of week Appointment Booking
- Enable the system to start booking an appointment on the first day of a week or a day other than the default Sunday.
- Task initiator Role
- Enable work order initiators to qualify work orders in the draft state with the new task initiator role.
Users with a task initiator role can perform the following actions on work orders or tasks that are in the draft state:
- Apply a work order template
- Add or modify work order tasks
- Add or modify part requirements
- Enhanced mobile experience to reserve parts
- Choose whether to reserve a part in a personal stockroom or source it from another stockroom depending on the part's availability when fulfilling or sourcing part requests.
- Linear assets support
Enable the work order initiator or qualifier to perform the following actions:
- View the linear asset geometry on the service location maps and pinpoint the work location.
- View the linear asset geometry on the map interface and select the start and end locations on the linear assets so that you can create a service location.
Enable agents to perform the following actions when working on linear asset inspection tasks:
- Review the start and end location details of a linear asset.
- Locate the asset start and end location on a map interface. The start date and work context should be highlighted on the linear asset.
- Inspect the different linear asset segments that need to be worked on.
- Create a work order task with an accurate point location on the linear asset or segment.
- Suggest parts with Predictive Intelligence
- Take advantage of automatic suggestions for required parts for work order tasks by using the Predictive Intelligence solution.
- Workforce features
- View the task and action descriptions of the work order tasks in the contextual side panel. Establish the default start and end times for new events directly on the Event Management tab.
|
Financial Services Card Operations |
- User experience enhancements in dispute agent workspace
- The enhanced workspace enables dispute agents to review detailed summaries of disputed transactions. The upgraded interface helps agents comprehend the case's progression and enables them to update forms on the same page
without navigating to different sections. Additionally, it empowers agents to effectively multitask by opening details of various activities in different tabs.
- Enhancements for dispute agent and dispute manager landing pages
- Added the ability to view and monitor card disputes and have created additional reports for:
- Debit card dispute cases
- Credit card cases with incorrect billing
|
Financial Services Operations Integration with Visa | |
Flow Designer | |
Generative AI Controller |
- Recursive summarization for large inputs
- Large language models (LLMs) have a maximum number of tokens per request. Recursive summarization breaks down large inputs into smaller pieces, summarizes those pieces, and then recombines them to make the original call.
This process prevents important context from being lost when submitting requests to the LLM, which can result in more accurate responses with fewer hallucinations.
- Integrate with Aleph Alpha models
- Bring your own API credentials and connect Aleph Alpha's Luminous LLM with the ServiceNow AI Platform.
- Integrate with IBM watsonx models
- Use your own API credentials to connect to IBM watsonx's Granite LLMs with the ServiceNow AI Platform.
- Integrate with external LLMs
- Connect API credentials with a generic LLM connector and use an external LLM on the ServiceNow AI Platform.
- Semantic filter for sensitive content in generative AI conversations
- Use AI Semantic Search to help determine if sensitive content is being discussed, such as workplace misconduct or employee health concerns, and trigger a switch to a different Virtual Agent topic.
- Disable Dynamic Translation for LLM conversations in Virtual Agent
- Dynamic Translation is enabled by default for ServiceNow AI Platform feature that is available with activation of any Now Assist applications, but you can disable it if you prefer not to have multi-language support for LLM conversations.
|
Goal Framework |
- Goal Relationship
- When you create a primary goal relationship with an item that already has a primary relationship, the existing association becomes non-primary and a new primary relationship is created.
|
Goal Framework for SPM |
- Goal/Target Relationship
- Track how current and future work contribute to meeting a primary or non-primary target by associating the target with work items. When you create a primary goal or target relationship with an item that already has a primary
relationship, the existing association becomes a non-primary and a new primary relationship is created.
- Enhancements to Target breakdowns
- For cumulative targets with the breakdown interval set to Quarterly and Yearly, the Target values are populated automatically for each quarterly and yearly breakdown respectively. For example, for a cumulative target created
to achieve $10M in the year 2024, the target breakdowns Q1-24, Q2-24, Q3-24, and Q4-24 are created with the Target values $2.5M, $5M, $7.5M, and $10M respectively.
|
Hardware Asset Management 10.0.0 |
- Measure the maturity of your Hardware Asset Management application through Success portal
- Measure the maturity and improve the value return of your Hardware Asset Management application within your organization through the Success portal view in Hardware Asset Workspace. You can visualize, identify, and report the capabilities or features you must focus on to use Hardware Asset Management efficiently.
- Understand and analyze your total cost of ownership of assets
- Manage resources efficiently by tracking the Total Cost of Ownership (TCO) of assets, where the total cost includes initial capital cost and operation cost.
- Improved Hardware Asset Management (HAM) licensing method for custom model categories
- Access Hardware Asset Management features and workflows by associating your custom model category with a parent model category that is linked to a licensable and opted-in Resource Category. The ITAM License Report shows
all custom model categories associated with licensable and opted-in Resource categories. A custom model category that isn’t associated with a licensable parent model category can't access Hardware Asset Management workflows and features.
- View and track the asset warranty details received from Lenovo
- Manage your hardware assets based on the warranty information received from Lenovo. You can view the details of the warranties associated with a hardware asset directly on the asset form. You can also view all the warranties from a central location using the Asset
operations view of the Hardware Asset Workspace. You can also track the hardware assets that are approaching the warranty expiration date and take necessary action.
- Gain visibility into the TRM lifecycle phases of hardware products and manage unapproved products
- Manage hardware products within your organization efficiently by using the TRM lifecycle phase details. With these details, you can understand if any hardware product used in your organization isn’t part of TRM or if it
isn't approved to use.
- Manage the operational assets of your organization with Product Instance
- Manage an asset throughout its lifecycles in the Hardware Asset Management application and workflows by representing the asset as a Product Instance, which is a logical grouping of operational asset, Configuration Item (CI), and Install Base Item (IBI) classes. A
unique Product Instance Identifier (PID) links the pre-existing related asset, CI, and IBI classes. On the Product Instance, the status fields of Asset, CI, and IBI classes are synchronized.
- License prioritization for Hardware Asset Management solutions
- Manage your Hardware Asset Management subscriptions with the License prioritization feature within HAM licensing. While purchasing more than one Hardware Asset Management solution, any licensable and opted-in resource category is licensed only under one solution according to the priority defined in the HAM licensing framework. For example, the Server resource category is licensed only under Hardware Asset Management integration with Telecommunications Network Inventory even if the Hardware Asset Management application is activated explicitly on your ServiceNow instance. The ITAM License Report shows the details of resource categories counted under each Hardware Asset Management solution.
Note: The License prioritization feature is available with Hardware Asset Management version 10.1.0 and later.
- New resource categories for Hardware Asset Management
- Avail Hardware Asset Management features and workflows by opting in printers, monitors, storage devices, and unclassified hardware resource categories.
Note: These resource categories are available starting from Hardware Asset Management version 10.1.0 onwards.
|
Health Log Analytics |
- Scale Health Log Analytics to support increased log ingestion
- Stream log data to Health Log Analytics in a scalable, more stable way by using the advanced ServiceNow infrastructure. The new architecture leverages queueing technology in IT Operations Management Cloud Services for authentication and log ingestion.
- The Health Log Analytics AI engine has been enhanced to scale dynamically in response to increased log ingestion by your organization.
- You can switch to the new infrastructure by submitting a scaling request through the Now Support catalog or via your ServiceNow account manager.
|
Healthcare and Life Sciences Service Management Core |
- Case summarization using Now Assist
- Generate a summary from the fields that you select on a case record to quickly understand the case context by using case summarization within Workspace.
|
Hermes Messaging Service |
- Improved security setup
- Generate certificates for secure connections to Hermes Messaging Service, revoke certificates, and apply ACLs to certificates using the Hermes Messaging Service certificate generator.
- Manage topic namespaces
- Create, update, and delete topic namespaces in the Hermes Kafka cluster using Hermes Messaging Service.
- Manage topics
- Create, update, and delete topics in the Hermes Kafka cluster using Hermes Messaging Service.
- Rescan topics
- Synchronize topic records in your instance with the topics that belong to you in the Hermes Kafka cluster.
|
ITOM AIOps |
- Address alerts more effectively with alert simplifications created by Now Assist using generative AI
- Use alert simplifications in Service Operations Workspace and Express List to help triage and investigate alerts more effectively, which can lead to reduced resolution time.
- Save time by using preconfigured alert clustering tags and definitions
- Get started faster with alert clustering in Event Management by using predefined tags mapped from alerts and based on the information contained in tag sources. You can attach one or more tags to an alert clustering definition. Either create your own
definition or select a predefined definition provided with the application.
- Create a predefined Express List view for users and user groups
- Configure an Express List view for users to make sure that they focus on specific services, priorities, or alerts. You can set the filters, column order, and filter attributes for this view in Event Management and assign it to individual users or user groups.
- Enhanced system properties
- Monitor the behavior of the Agent Client Collector with enhanced Policy Calculation and Framework Configuration system properties, including enhancements to agent Discovery, automatic MID Server selection, and error message logging.
- Configuration data files added to checks
- Provide enhanced data collection in the Agent Client Collector by communicating the instance data with the agent. The configuration data files are also sent to the agent’s associated MID Server.
- Continuously discovering resources in your Kubernetes clusters
- Continuously discover the resources in the Kubernetes clusters deployed in on-premises and cloud environments in near real-time without the need to enter any credentials in your ServiceNow instance. You can ensure that the changes in the resources are promptly reported to the instance and updated in the Configuration Management Database (CMDB).
- Scaling Health Log Analytics to support increased log ingestion
- Stream log data in a scalable, more stable way by using the advanced ServiceNow infrastructure. The Health Log Analytics AI engine has been enhanced to scale dynamically in response to increased log ingestion by your organization.
|
ITOM Cloud Accelerate |
- Cloud Services CatalogCloud Services Catalog (CSC) Guided Setup
- Use CSC Guided Setup to step through the initial configuration of Cloud Services Catalog. The process tracks what you have completed, so that you can stop and start again where you left off.
- Cloud Services CatalogCloud Services Catalog app features
-
- Out of Box Catalogs: Order a variety of AWS, Microsoft Azure or Google Cloud Platform Out Of Box cloud resources directly from the Employee Center, including Linux/Windows VMs, load balancers, firewalls, Microsoft Azure functions, scalable web servers, DynamoDB databases, and S3 storage buckets. Use these Out Of Box Catalogs for Cloud Service requests and automation from Cloud Services.
In addition, you can publish your own catalog items for all supported cloud providers. You can also publish legacy and custom catalog items from Cloud Provisioning and Governance to Employee Center. For more information, see Set up Amazon Web Services on Cloud Services Catalog, Set up Microsoft Azure Cloud on Cloud Services Catalog and Setting up Google Cloud Platform on Cloud Services Catalog.
- Domain separation: Use the domain separation feature, now supported in the Cloud Services Catalog application, to manage multiple domains securely and seamlessly.
- CSC Cloud Services request process: Use the Request processes and pages for ordering Cloud Services.
- Stacks management: Manage deployed cloud resources through intuitive categorization, sorting, and status filtering options on the My Stacks management page.
- Resources management: Discover and interact with resources, empowering ownership and management through designated operators on the My Resources management page.
- Integrations: Use Azure DevOps CICD Pipeline Integration or Ansible Integration.
- Cloud setup: Use Microsoft Azure, AWS or Google Cloud Platform for your Cloud setup.
|
ITOM Visibility | |
ITSM Mobile Agent | |
ITSM Success Dashboard |
- Create an operational success dashboard
- Access real-time monitoring, analysis, and decision-making through ITSM Success Dashboard to enhance the efficiency and effectiveness of your ITSM processes.
- ITSM Success Dashboard indicators KPI definitions and formulas
- Analyze the KPI metrics of Now Assist for IT Service Management on the Success Dashboard and take actions to improve the performance of the ITSM implementation.
- ITSM Success Dashboard Admin console
- As an admin, oversee and control the ITSM Success Dashboard, Operational Success, and Benchmarks dashboards. From a single console, you have the ability to activate or update the necessary plugins, modify configuration settings, analyze usage data, and access ServiceNow help.
|
Identity and Authentication |
- Access Analyzer
- Use the ServiceNow® Access Analyzer V2, a self-service tool designed for admins, developers, and support agents to compare user access and determine the right level of access for the users on the ServiceNow AI Platform.
Important: Access Analyzer is available in the ServiceNow Store. For more information, visit ServiceNow Store.
- Identity and Access Audit
- Use the Identity and Access Audit to understand the changes made for a user, group, role, and ACL and understand the critical information about who has modified what, where and when in user accounts, groups, and
roles.
- Session Validation Context
- Configure the session validation context into the adaptive authentication policy framework to evaluate authentication requests and then either deny or allow access based on IP address within a valid range as policy
conditions. Session validation context provides an additional layer of protection against session or cookie hijacking.
- Zero Trust Access - Mobile
- Use the Zero Trust access - Session Access policy within the Adaptive Authentication policy to reduce the roles or privileges of the particular session in mobile.
- API Key and HMAC token
- Support API key and HMAC token for inbound REST APIs to securely authenticate inbound webhook URLs.
- JWT Support for OAuth
- Support OAuth 2.0 client authentication with private key JWT for OIDC based Single-sign-on and OAuth based Outbound Integrations.
- OAuth Client Credentials grant type for Inbound Integrations
- Support OAuth Client Credentials grant type for Inbound Integrations from a third party OAuth client to the ServiceNow® platform.
|
Incident Management |
- User role for read and write access to incident tasks
- Provide more read and write operation privileges in an incident task record to an agent with the sn_incident_task_assigned_user role. You must install and activate the ITSM Roles plugin (com.snc.itsm.roles) to use the base
system ACLs related to this role.
|
Industrial Process Manager | |
Integration Hub |
- Stream Connect for Apache Kafka Enhancements
- Use Stream Connect Message Replication to replicate data between your local Apache Kafka environment and ServiceNow. With Stream Connect Message Replication, you no longer need a third-party replicator and can manage message replications from your ServiceNow instance.
- Use Stream Connect Message Replication to enable a MID Server to create the access certificates required to connect to the Hermes Messaging Service. The MID Server can automatically generate the necessary certificates, so you don't need to configure them manually.
- Send messages with an updated Kafka Producer step. Select a topic from a drop-down list and configure values for the message header.
- OAuth 2.0 credentials
- Connect with an on-premise third-party OAuth authorization server that resides behind a firewall through a MID Server that sends the request for an OAuth token on behalf of your ServiceNow instance. You can use this functionality when you create an application registry for a third-party OAuth provider and in the form, set the Grant type as Client Credentials.
- Increased security in code signing with multi-layer caller inspection
- The code signing feature has been enhanced with multi-layer caller inspection of records. Multiple layers can call each other before a record or entity can update the ECC queue table. Now, each layer must have a valid
certificate and validated before the MID server accesses the record or entity. The ServiceNow platform provides a property that enables you to inspect three caller layers by default.
|
Intelligence for CSM | |
Journey designer |
- Manage Journey designer task updates in bulk
- Update similar tasks in similar journeys in a single action. Tasks must be of the same type and in journeys of the same type. The
current task types available for bulk updates are:
- Submit catalog item [submit_catalog_item]
- Submit order guide [submit_order_guide]
- Mark when complete [mark_when_complete]
- Approval [sysapproval.approver]
|
Knowledge Management |
- Now Assist in Knowledge Management
-
You can quickly write drafts of knowledge articles based on cases, HR cases, or incidents with Now Assist. Generating article content with artificial intelligence (AI) enables agents to write efficiently as they address common user concerns. Articles can be created in CSM Configurable Workspace, Service Operations Workspace for ITSM, Agent Workspace for HR Case Management, Core UI, or in the Now Assist panel.
|
Localization Framework |
- New hub-spoke model for translation requests
- Configure your hub instance with the Localization Framework Hub plugin and your spoke instances with the Localization Framework Spoke plugin so that incoming translation requests are sent to a centralized resource.
Translation fulfillers can complete translations on the hub instance and those translations are applied to the spoke instances as well, simplifying your translation workflows. For more information, see Localization Framework Hub and Spoke architecture.
- Create translations for scoped applications
- Translations no longer default to the global scope and can be used in scoped applications to tailor the user experience.
- Move translated text between instances with update sets
- With the support for scoped translations, translated content can now be moved between instances with update sets. For more information, see Localization Framework Properties: Update Set Strategies.
|
MID Server |
- Containerized MID Server support for OpenShift
Use OpenShift on Linux for containerized MID Servers. The corresponding Linux docker recipe has been updated. The containerized MID Server can run rootless by using existing auto-scaling capabilities with persistent storage. |
Manager Hub |
- Know your team's skills
- View the team members with strong skills and those that need attention.
- Get an overview of different skills that your team members possess along and the number of people with each skill, plus the skills by team member.
- Help your employees use different tools provided by Employee Growth and Development such as learning, growth plans, mentoring to build new skills or to bridge existing skill gaps.
|
Mobile Platform |
- Overriding critical alerts
- Send your users critical alerts, even if they configure their mobile device to a Do Not Disturb or Silent mode setting.
- Dynamic pop-ups
- Display configurable pop-ups based on real-time conditions. These pop-ups can even be displayed at the login phase. For example, display a pop-up to the user stating that they have accepted a new task with an estimated three
hours of work, but their work shift is due to end in an hour.
- Securing your ServiceNow® mobile instance with Zero Trust
Access
- Limit end-user access to your ServiceNow instance by opting in to Zero Trust Access, which adjusts user roles and permissions according to security policies defined by the admin based on factors such as IP address, location, and
identity provider attributes.
- Custom map screen support for additional entry points to launch Indoor Wayfinding
- Launch custom map screens from a mobile embedded web page or from a push notification.
- Mobile Resolution Notes Generation
- Use Now Assist on Mobile to generate a closure note that summarizes the associated work order task using information provided in the task record.
- Mobile SDK available in the ServiceNow Store
- Use the ServiceNow Mobile software development kit (SDK) to enable users to develop native iOS and Android mobile apps using an integrated development environment and give your mobile apps access to existing ServiceNow data and workflows.
- Mobile App Builder
- Use the following enhancements added to Mobile App Builder:
- Support for all Mobile Platform
Washington DC features.
- Integration with Mobile Publishing so that admins can see their custom branded apps within the MAB UI.
- A push notification management category has been added to show which notifications are used for each mobile app.
- Automatic population of table fields in downstream records to streamline proper configuration.
- Data visualization user experience
- Use the upgraded data visualization user experience, which includes the following new features:
- Unified configuration experience for both web-UI and mobile platforms in a centralized location.
- Enhanced visualizations for charts and the introduction of a pie chart visualization.
- Compatibility with many data sources including ServiceNow®
Usage Insights, ServiceNow®
Health Log Analytics, ServiceNow®
Performance Analytics indicators, and customized data sources.
- Ability to apply theming options, including the dark theme, by using variables to customize the look-and-feel of the mobile dashboards. For more information, see the Accessibility information section found in these
release notes.
- Arabic added to the support of right-to-left languages
- The display of right-to-left languages is supported in ServiceNow mobile apps. Arabic, in addition to Hebrew, are supported right-to-left languages. Texts as well as visual components are right-to-left aligned to mirror the more common left-to-right
alignment.
- Offline support in Now Mobile apps and custom apps
- Configure offline support for all apps, including ServiceNow
Mobile Agent, Now Mobile, and custom apps that you build by using Mobile Publishing.
- Now Assist in Virtual Agent for mobile
- Use Now Assist in Native Mobile Virtual Agent to deliver more direct, relevant, and conversational responses to questions using generative AI.
|
Natural Language Query |
- NLQ in global search
- With the Washington DC release, Natural Language Query can be integrated into global search for English-language searches. To take advantage of this feature, global search must be configured to use AI Search as the search engine, with NLQ Genius Results.
- Now LLM fallback
- NLQ has an included Now LLM fallback in all locations where NLQ can be used. The Now LLM is a secondary method of interpreting queries, used when the initial rules-based method fails. This enhancement helps improve the NLQ query success rate. English is the only supported language for the fallback feature.
- Output Source in NLQ logs
- NLQ logs contain the Output Source field to indicate how the results were generated. For more information, see View NLQ logs.
|
Next Experience |
- Keyboard shortcuts
- Use new keyboard shortcuts to reduce the time required to complete various tasks. For more information, see the Accessibility information section that follows.
- "No records to display" graphic can be suppressed
- A new system property called glide.ui.polaris.style.hide_empty_list_image enables the administrator to suppress the graphic that is displayed when no records are found. This feature applies to the Core UI only.
- What's New content added to Help Center
- The Help Center now includes two tabs: Get help and What's new. The What's new tab displays features that have been added or updated since the
last release. The Help Center icon displays a blue dot when What's new content is available.
|
Next Experience Components | Table 5. Components
| Component |
Description |
| Color selector |
A color library that can be used to search for, select, and save colors. Hexcodes, RGB, and HSL values are accepted, and custom colors can be used. |
| Related Items |
Information related to a case record displayed with cards in the side panel and categorized in an expandable accordion. Optionally, the user can display the data as a full-featured list with sorting and filtering
capabilities. |
Table 6. Page templates
| Template |
Description |
| Confirm Publish Modal |
Modal used as a page template that enables Knowledge Management users to publish articles to the Knowledge Base. |
| Record page vertical |
Page template used to manage related lists and UI pages on a record page within groups. This page template contains preset values that make the page work without requiring complex configuration. |
| Retire Confirmation Modal |
Modal used as a page template that enables Knowledge Management users to retire obsolete articles from the knowledge base and select replacement articles. |
| Standard List |
Page template built with a record list bundle and a list menu contained in a resizable panes component, all with preset configuration values. Users can export records in different formats and share custom lists with
other users. The List Controller used in this page template contains configurable properties. |
Table 7. Bundles
| Bundle |
Description |
| Record list |
The record list bundle is a combination of components that include a list
header, list body, and pagination component. This new iteration of the list
component includes preset configuration values and a list controller. |
|
Notifications | |
Now Assist |
- New Now Assist skills
-
- NDS cards in the Now Assist panel
- In the Washington DC patch 4 release, the Now Assist panel displays the Next Experience Design System (NDS) cards carousel if the requester has multiple options to choose from.
- Restrict Now Assist skills by user role in-product
- Specify the roles that apply to the users who can access Now Assist skills in-product, such as on forms and in workspaces. Users without the specified role can't use the skill. This security feature matches the implementation for skills in the Now Assist panel.
- Add conditions to skill availability
- Define when Now Assist skills are available, in-product and in the Now Assist panel. Conditions can be based on any field and value, such as Location or who opened the case, to help with compliance with any generative AI restrictions.
- Assign the data steward role
- Select a dedicated user to determine data sharing preferences for your instance.
- Using ITSM Virtual Agent pre-built LLM topics
- Complete the common IT-related tasks such as checking the IT Ticket status and pending approvals using Virtual Agent topics that use large language model (LLM) discovery.
- Create copies of Now Assist skills
- Create and configure copies of Now Assist skills to best suit your use cases while keeping out-of-the-box skill configurations intact.
- Chat summarization
- Automatically generate Agent Chat chat summarizations for conversations that are transferred between requesters, virtual agents, and live agents.
- Enable Dynamic Translation for Now Assist applications
- Turn on Dynamic Translation from the Now Assist Admin console to add multi-language support to serve users who speak different languages.
- Generate code from text using the Code with Now Assist dialog box
- Tell Now Assist what code to generate by opening the Code with Now Assist dialog box from a script editor and describing what you want the script to do. The text you enter is used to generate code in the script
editor, which you can accept or reject.
|
Now Assist for Creator |
- Preview and rebuild flow outlines when creating a flow with Now Assist
- See a diagram preview of the flow outline when creating a flow with Now Assist. If the generated flow preview doesn’t meet your needs, update the text directions, and rebuild the flow outline.
- Create a playbook outline with Now Assist
- Create a playbook outline with placeholder activities from text directions. Upgrade to playbook version 25.2 to get the playbook generation skill.
- Create applications with Now Assist
- Accelerate application development through a natural conversation with generative AI. Create tables, user roles, and record producers that define your application to quickly reach a starting point for further building.
- Create a catalog item using Now Assist
- Create a catalog item of your choice quickly with Now Assist. Describe the catalog item that you want. Now Assist generates the catalog item based on the provided description.
|
Now Assist for Customer Service Management (CSM) | |
Now Assist for HR Service Delivery (HRSD) |
- Generate the resolution notes
- Generate and update the case resolution notes through generative AI. The resolution notes provide a summary of the steps that were taken to resolve the case.
- Require your agents to write a minimum of 200 words on the case so that generative AI generates the resolution notes automatically.
- Summarize the chat history
- Pre-populate the information in the Short Description and Description fields through generative AI when your agent creates a case during a chat interaction.
- Summarize actions while transferring an HR case
- Transfer an HR case to another agent or assignment group by summarizing the actions until hand off. For example, your agent can transfer the case to another agent if the case is incorrectly assigned or needs troubleshooting
by another agent or assignment group.
- Submit an HR request with Gen AI Virtual Agent
- Enable your requesters to have a streamlined, conversational experience that is based on generative AI as they submit a catalog item request in Virtual Agent. By offering this generative AI experience, your organization can increase self-service and reduce your operating costs.
|
Now Assist for IT Operations Management (ITOM) |
- Investigate and resolve alerts more effectively by using alert analysis in Service Operations Workspace
- View brief, human-readable alert descriptions and detailed technical assessments created by Now Assist using generative AI. The comprehensive alert analyses in Service Operations Workspace offers insights that can help you triage, investigate, and resolve alerts more efficiently.
- Use alert analysis in the Express List
- View the alert analyses created by Now Assist in the Express List.
|
On-Call Scheduling | |
Operational Resilience |
- Roles installed with Operational Resilience
- To track end-to-end business service resiliency from the continuity of operations perspective, use the new set of roles created for the Business Continuity Management (BCM) Professional users. To track end-to-end business service resiliency from the continuity of operations perspective, use the new set of roles created for the Integrated Risk Management (IRM) Professional users.
Display reports according to the persona with different roles. Separate reports are displayed for the BCM Professional and IRM Professional users in the Operational Resilience application Home page. - Fetching dependencies from the CMDB and BIA
- Auto-populate the dependency mappings for the business services based on the source-data relationships in the CMDB and BIA.
|
Operational Sustainability Management |
- Narrative disclosures for comprehensive ESG reporting
- Integrate with Microsoft 365 for ServiceNow Reporting to create governed narrative disclosures. Add predefined templates for each type of disclosure. You can choose to maintain disclosures locally or link to cloud services like Microsoft OneDrive for easy accessibility. Enable collaboration and review of the disclosures. Track the metrics used in the disclosures and monitor changes to the metrics while receiving notifications to
issue timely restatements.
- Sustainable IT dashboard enhanced with the IT footprint tab
- Navigate to the IT footprint tab on the Sustainable IT dashboard to view a global map showcasing the carbon footprint of your datacenters, office buildings, and more. This map highlights your most energy-efficient facilities.
- Formula builder enhanced for calculations in calculated metric definitions
- Use the formula builder to build formulae in a calculated metric definition, you can choose to build it at either the metric definition level or at the entity level. You can type and edit the formula and preview it. You can
also directly import any formula that is stored in Microsoft Excel spreadsheets into a calculated metric definition. This import helps in quickly building your formula for performing calculations.
- Integration with Advanced risk assessments to assess ESG risks
- Use the ESG risk management capability to assess and evaluate ESG risks for businesses. This feature is an integration of Operational Sustainability Management with Advanced risk assessment and supports both qualitative and quantitative risk assessment methods. This integration enables entity-based risk assessments and material topics risk
assessment and rolls up the risk scores for entities. With the Operational Sustainability Risk Management application, several new roles are also added.
- Enhanced metric data table
- The metric data table has been enhanced to show the complete metric definition names.
|
Operational Technology Change Management | |
Operational Technology Incident Management | |
Operational Technology Knowledge Management | |
Operational Technology Manager |
- OT Action-Oriented Landing Page
- Track critical tasks related to your OT network on the OT Action-Oriented Landing Page in the Industrial Workspace. This landing page provides a big-picture view of your site and business unit data, and it calls out important actions that the signed-in user must prioritize.
- Operational Technology Progress Scorecard
- Compare your sites by their key metrics with the OT Progress Scorecard in the Industrial Workspace. To access the OT Progress Scorecard, you must have the OT Progress Scorecard viewer (ot_progress_scorecard_viewer) role.
- Redirection to different pages in the Industrial Workspace
- Get redirected to different pages in Industrial Workspace depending on your assigned roles with the new homepage destination rules. This redirection helps you gain access to the data that you need.
- Map IP addresses to OT devices through the SyncIPAddressToOT scheduled job
- Use the SyncIPAddressToOT scheduled job to update and synchronize the IP address information for all the available OT devices. The scheduled job acquires the IP address information from the IP address
[cmdb_ci_ip_address] table and adds it to the IP address field of the Configuration Item (CI).
- OT Devices tab
- Track your OT device data with multi-site and business unit filtering by using the OT Devices tab that was added to the Industrial
Workspace. This tab now runs in Performance Analytics.
- Implementing multi-site and business unit filtering in the new OT Devices tab
- Filter the data shown that is based on the specific business units and sites by using the business unit and site filters in the OT Devices tab.
- Bulk Update Ruleset for Reassigning IT to OT feature
- Automatically convert IT hardware into OT devices by using the Bulk Update Ruleset for Reassigning IT to OT feature.
|
Operational Technology Request Management | |
Operational Technology Vulnerability Response | |
Opportunity Management | |
Order Management |
- Order timeline view
- View Gantt chart timelines that depict the status of domain orders and order tasks. Order timelines also show dependencies between order tasks and identifies tasks that are in jeopardy.
- Product catalog navigation and product configurator
- Explore the product catalog by SKU or product code to find product offers quickly. Agents can also use the product configurator, a streamlined interface for configuring custom orders with pricing.
- Update product specification versions
- Update product specifications when specifications are changed or updated. This feature lets product admins to update product inventory records when there are changes to product specifications.
- Unified consumer option
- Added support for unified consumer option in Order Management Data Model. Starting with the Washington DC release, the Data Model for Order Management includes capabilities for a unified consumer role (sn_customerservice.unified_consumer). This role is assigned to internal users who are employees and can also act as consumers.
- Order timeline view
- View Gantt chart timelines displaying the order status of domain orders and order tasks, showing dependencies between order tasks, and identifying tasks that are in jeopardy.
- Product catalog navigation and product configurator
- Explore the product catalog by SKU or product code to find product offers. Agents can also use the product configurator, a streamlined interface for configuring custom orders with pricing.
|
Password Reset |
- Experience improved expiration settings of Soft PIN
Give your users the experience of secured Soft PIN enrollment. While enrolling for the Soft PIN verification, they can view the number of days in which the Soft PIN expires. While resetting the Soft PIN, users view the
rules that their Soft PIN must comply with. Also, users get email and ServiceNow®
Virtual Agent notifications when their passwords are about to expire.
As a Password Reset administrator, you can configure the Soft PIN expiration settings such as setting the number of days when the passwords expire, the frequency of sending password expiration reminder emails,
and history policies on Soft PIN.
These settings are enabled by default even if you've upgraded Password Reset from the previous version. - View the security score for your Password Reset processes
View the security score for your Password Reset processes. Based on the score, you get notifications for potential configuration improvements to the processes.
While creating the Password Reset process, view security scores for the process. If you see any deviations between the maximum attainable and current scores, you get an email with an actionable list of recommendations to
improve the configuration. You get informative messages indicating whether the process configuration is ideal.
Evaluate configurations for identification and verification steps. If your configurations are less secure, get process-wise actionable suggestions on how to improve the strength.
Note: Starting Washington DC, the Self-Service or the Service Desk Password Reset Experience is restricted for security_admin users. Only a user with the security_admin role can set the password of
another security_admin user using the sys_user record to further enhance the security. |
Platform Analytics Experience |
- Dashboard migration to Platform Analytics Experience
- Migrate either all your dashboards to new experiences or a subset of dashboards to the Platform Analytics Experience. This migration includes other Core UI analytics artifacts such as reports and Performance Analytics widgets.
- Platform Analytics in Unified Navigation
- Instead of accessing Platform Analytics only in a workspace, access it as normal functionality through the Unified Navigation
Platform Analytics module. After you migrate all of your dashboards to Platform Analytics, Unified Navigation item visibility for Platform Analytics depends on the roles assigned to the user.
- Proactive analytics insights on dashboards
- Improve your decision making with automated insights and predictive alerts delivered in context via dashboard cards, which make it taking informed, timely actions easier. Both historical and predicted events are shown.
- Proactive Analytics workflow triggers
- In Flow Designer, create automated workflows that are triggered by proactive analytics events.
- Pareto visualization
- Show a bar chart with columns in descending order topped by a line showing the cumulative percentage contribution of each column. Use this visualization to analyze the frequency of problems or outcomes in a process and show
the most important ones.
|
Playbooks in Workflow Studio |
- Workflow Studio
- Build and manage playbooks, flows, subflows, actions, and decisions from a shared access point.
- Restart
- Restart your entire playbook, or restart from a specific activity or stage.
- Role for canceling a process
- Admins can grant users a new role that allows them to cancel running playbooks without the pd_admin role or write access to the parent record.
- Run activity as a specific user
- Use the Flow Designer
Run As property to determine the role that runs an activity.
- Dynamic Inputs
- Use dynamic inputs to return variables in your activities for use cases such as submitting a catalog request.
- Automation assets
- For automation-only activities, add a subflow, flow, or action directly to your activity instead of creating an activity definition.
- Form views enhancement
- View and modify form views with Form Builder in a new Workflow Studio tab.
- Playbook Assist
- Starting in release 25.2, provide text directions to generate a playbook outline with placeholder activities.
- Vancouver 24.2 release
- See 24.2 features in the Vancouver
Playbooks release notes:
|
Policy and Compliance Management |
- Policy authoring using Google Drive
- Monitor and revise your organization's policies at regular intervals to maintain their relevance and compliance. Integrating Microsoft Word document files with Google Drive helps your policy owners, reviewers, and approvers to author, modify, and maintain different versions of a policy text and thus retain its history. The users can also collaborate on the
policy drafting and review processes. The policy text is updated automatically and the text can be copied from a document into the Policy text field in HTML, and then it can be converted to a PDF format
later.
- Set up dynamic approval configuration on a policy record
- Set up the dynamic approval configuration on a policy record. Define the levels of approvals for dynamic conditions such as policy type, state, and owner in the approval configuration record. Create an approval rule for each
approval level by selecting an approver type, source table, and filter condition. You can also set up dynamic approval configuration on a policy that has redlining enabled.
|
Portfolio Planning |
- Financial planning for Projects and Demands
-
- Customize widgets to view the financial details, such as allocated budget, EAC, Variance, a breakdown of planned costs, and actuals to date by cost type.
- Export your Costs and Baseline comparison information as Microsoft Excel or CSV formats. Use these files to share the financial performance of your planning items to relevant business stakeholders, even if they don't have access to your ServiceNow instance.
- Create expense lines to capture any unplanned costs to meet your work requirements without associating them to any forecasted planned costs.
- Delete descoped cost plans using the row context menu icon (
 ) to manage your financials efficiently.
- Save your preferences to retain the customizations you have made, such as viewing or hiding columns and viewing time scope.
- Export data of portfolio plan items from the List view of the Prioritization tab
- Export data of your portfolio plan items from the List view of the Prioritization tab into a Microsoft Excel or CSV file to share the data and collaborate with your business stakeholders. If the filters are applied on the view, the filtered data is exported.
- Prioritization enhancements
-
- Assign the highest and lowest ranks to the planning items using the Move to top and Move to bottom options respectively from the row context menu icon ().
- Delete planning items using the Delete option from the row context menu icon ().
- View and manage the item details quickly from the side panel using the Preview record icon (
 ) in the List view of the Prioritization tab.
- Plan efficiently with additional pre-defined lens
- Using the Project Program lens, program managers and portfolio managers can plan, prioritize, and roadmap work in programs.
- Tagging planning items
-
- Add tags to your planning items to categorize them based on your requirement. Any tagging additions or removals made to a record are automatically synced across all views in the Planning page.
- Filter the planning items by the assigned tags.
- Use inline editing in the List view of the Prioritization tab for adding and removing the tags to your planning items.
- Planning enhancements
-
- The type of the planning item is displayed on the item’s details page so that you can identify what the item is, such as a demand or a project.
- When creating a planning item, the Planned start date field and the Planned end date field are populated automatically with the Approved start date value and the Approved end date value respectively.
- Portfolio Planning with PPM
-
- Enable the Sync tags option on the Table Map form for each planning item table to synchronize the tags from alignment to the execution tables and vice versa. By default, the value is set to true.
If there are any existing tags, the tags are automatically synced from alignment to the execution tables and vice versa.
- The Flow type mapping for planned dates of the Demand [dmn_demand] table is updated to both alignment to execution and execution to alignment.
- Operation work in Capacity Planning
- Create operation resource assignments for your group and view the updated capacity in Capacity Planning view.
|
Privacy Management |
- Privacy Case Management
- Use the Privacy Case Management application that enables you to report and manage privacy violations and complaints. The solution allows for the efficient management of privacy breaches and complaints through
collaboration with various teams which help in investigating the root cause and key details of the breach reported.
- Privacy Case Management integration for RadarFirst
- Utilize the Privacy Case Management integration for RadarFirst to automate privacy incident risk assessment and quickly get clear, actionable notification obligations. Any data breach must be assessed by the privacy team to understand if there are any
regulatory notification obligations and report the incident to the regulator within the prescribed time. RadarFirst helps to understand the regulatory notification obligations associated with the breach.
- Functional domain
- Segregate, associate, and view data related to a Privacy functional domain by using the Functional domain field. The Functional domain field is available in the forms such as
Entity, Control, Control Objective, Policy, Authority document, Citation, Entity type, Entity class, Issues and so on. By utilizing the Functional domain field capability, the need to specify content
reference with Privacy on authority documents and policies has been removed.
|
Proactive Service Experience Workflows |
- Handling trouble ticket notifications
- A
trouble ticket
in the TMF ecosystem is an incident or case
to track and resolve customer-reported issues, network outages, or other problems. A trouble ticket can be created either reactive or proactive way. You can inform the status of these incidents to the external systems through
event-driven architectures such as Hermes Kafka or open message bus, depending on the messaging system preferred by the customers.
|
Process Mining |
- Introduced Project builder
- Create and view the project configuration through a comprehensive Project builder setup that divides the entire project configuration into well-defined sections and provides contextual information that acts as a guide.
- Create projects using templates similar to the goal or process you're analyzing to automatically add the basic details for you and make the
process easier.
- New automated finding detectors introduced
- Note the following new automated finding detectors:
- Repeating patterns: Detects unnecessary repeating sequence of steps.
- Extreme duration: Identifies outliers to analyze records that fall outside the typical range of time to transition from one step to another.
- Extreme repetition: Identifies outliers to analyze records that fall outside the typical range of repetitions within the same step.
- Slow duration: Identifies situations where a cluster of records have similar durations and a higher average duration compared to other groups of records. This detector also offers a breakdown of
the significance of the identified cluster, providing further insights into the root cause.
- Summary and Insights dashboard
- Ability to capture and share notes related to improvement opportunities directly. Notes have pre-filled contextual information including a tag referring to an improvement opportunity for quick sharing.
- View all the actions taken on improvement opportunities, such as notes, CIMs, automation requests, and saved filter sets.
- On a focused Project metrics dashboard, tracks a project's efficiency (average duration for completion) over time through a trend line and the distribution of records against the time taken for process completion through
a histogram.
- Process Mining graph enhancements
- From a particular node, view the statistics of all records arriving from a previous stage and all the records going to the next stage, which enables you to identify the immediate inflow and outflow of records without
having to adjust the arc and node sliders in a huge graph.
- Process Mining dashboard
- View the analysis of the inflow and outflow of records (work) by transforming a graph into a node star diagram for a node either separately or in a combined view. You can follow the filters on the dashboard in which it is
configured. Transition filters are enabled on the dashboard to further drill down into a specific bottleneck on the graph.
- Ability to set project status to Draft, Published, and Retired
- Manage your project's status for a better data clean-up strategy by tracking project states. Projects are automatically retired based on inactivity unless you choose otherwise.
- Mining summary introduced
- After mining, view a summary that serves as a valuable tool for analyzing and understanding mining failures, which could include the definitions that ended with errors, didn’t match the rule criteria, or were out of the
scope of the project.
- Dot.walk on activity definition introduced
- Increased the scope of process graph analysis by enabling dot-walked fields as an activity definition so you can analyze the status of a particular referenced field when a change occurs in the process
.
- Introduced grouping multiple activities that changed
- Automatically update the values of dependent fields of a field that was changed in a project by setting the compound activity for the project. This capability means you no longer have to update the fields manually.
- Ability to mine archived data
- Apply process mining on archived data tables that are often moved from the main (active) table to enable query performance for huge data.
|
Product Catalog Management and Pricing Management |
- Product Catalog Management features
- Product catalogs
- Define simple and configurable product bundles that have product offer hierarchies and associated pricing in product catalogs, product attributes, and product images. Use product catalog categories to organize product
offerings in catalogs.
- Product catalog interface
- Browse catalogs to find products by categories or search in catalogs for products by SKU, name, or industry product codes.
- Entitlement offerings
- Create entitlement offerings in addition to product offerings. Define various entitlement subtypes, such as Warranty, Extended Warranty, License, or Subscription. You can also set up entitlement offers that result in service
contracts.
- Product configurator
- Configure sales quotes and orders by using the product configurator, which provides an intuitive interface for selecting customer-requested product attributes. It automatically calculates prices as agents select order
options. Product catalog administrators can define rules that control the editing and visibility of configuration options displayed in the interface, depending on the configuration state of the product offer.
- Needs templates
- Create templates with questionnaires that agents use to determine customer product needs and get appropriate product recommendations for sales opportunities.
- Pricing Management features
- Price list selection for quotes and orders
- Use a default price list based on currency, or set a default price list based on customer account to enable pre-negotiated prices for certain customers.
- Pricing matrices
- Enable pricing administrators to create attribute-based pricing strategies by using decision tables that control the attribute conditions applied.
- Pricing extensions
- Override the default pricing logic so that you can use pricing from external systems or define custom pricing logic needed for your business.
- Cost books
- Create cost books that define unit costs for product offerings. Your sales agents use this information in the Quote Management application to view unit costs for products and cost margins when creating quotes.
|
Project Portfolio Management |
- Enhanced project planning and management
- Create and manage cost plans by using the new Project Workspace. For more information, see the Project Workspace release notes.
- New experience to view and manage resource allocations
- Experience the next level of Resource Management in the ServiceNow®
Resource Management Workspace application, which provides resource managers with an exclusive, centralized workspace to quickly view the allocated, approved, or pending work of your resources and manage resource allocation
requests. Filter the work requests to identify a priority.
- Migrate resource plans and operational resource plans to attribute-based resource assignments
- Migrate the resource plans of your projects and demands to attribute-based resource assignments and work on resource allocations using Project Workspace.
- Migrate cost plans to attribute-based costs plans
- Migrate cost plans to attribute-based costs plans for your projects and demands while migrating resource plans to attribute-based resource assignments to manage your projects and demands in Next Experience using Project Workspace.
- Generate labor costs for epics
- Generate labor costs based on the resource assignments for epics.
- Migrate financial baselines to Next Experience
- Migrate the financial baselines of your projects or demands to Next Experience and capture the actual expenses recorded using the Classic UI.
- Next Experience support for Strategic Spend Tracking for PPM dashboard
-
Visualize the costs and analyze the total expenses for your organization’s strategies and goals using the Next Experience user interface in the Strategic Spend Tracking for PPM dashboard.
When you upgrade Strategic Spend Tracking for PPM to v1.1.0, the dashboard is automatically migrated to the Next Experience UI. You can access the new dashboard by navigating to . For more information on the Next Experience user interface, see Next Experience UI.
- Migrate Idea Manager dashboard to Next Experience
- Generate a report on idea metrics, trends, and categories using the Next Experience user interface in the Idea Manager dashboard.
- Migrate PMO dashboard to Next Experience
- Track project budgets, expenses, and status using the Next Experience user interface in the PMO dashboard.
|
Project Workspace |
- Update the project details from Project Workspace
-
- Access and modify project details directly from the Details page without having to navigate through multiple views.
- View all the details related to a project in the Next Experience by enhancing the Details page.
- Update a resource assignment from Project Workspace
- Optimize your resource assignments workflow by aligning state changes between group and child resource assignments using the roll-up and roll-down process.
- Optimize navigation experience
- Access and manage Planning, Details, Financials, RIDAC, Analytics, and Docs using the list that appears when you select the Home icon in a single location. This list is also called as Level two (L2) menu.
- Analyze project analytics from Project Workspace
- Monitor project metrics, tasks and milestones by viewing the project summary on the Analytics page.
- Collaborative project planning with Docs
- Collaborate with team members, add notes, generate project charters, and create project briefs using the Docs feature.
- Financial planning for projects
-
- View financial details such as allocated budget, total latest costs (EAC), Variance (the difference between budget and EAC), breakdown of planned costs, and actuals to-date by cost type through customizable widgets.
- Share the financial performance of projects with relevant business stakeholders who might not have access to your ServiceNow instance by exporting project cost or baseline comparison information as Excel or CSV formats.
- Capture unplanned expenses that aren’t related to any projected planned costs by creating expense lines.
- Efficiently manage your financials by deleting any de-scoped cost plans.
- View, track, and link the purchase requests and their expenses for your projects with an integration solution of Financials with Advanced Work Assignment for Source-to-Pay Operations.
- Save user preferences to retain the customizations made to view or hide columns, time scope viewing, and so on.
|
Public Sector Digital Services |
- Submit requests for social benefits with the Social Benefits Playbook
- Enable constituents to submit requests for one or more social benefits offered by their local, state, or federal government agency, and guide government workers through the process of approving and delivering financial and
social assistance to constituents. Constituents can also request to renew an existing benefit through the Government Service Portal.
- Provide auto-calculated eligibility using the Social Benefits Eligibility Framework engine
- Design a custom, auto-calculated eligibility system for approving and delivering social benefits, and for authoring, updating, and incorporating eligibility rules into workflows using the Social Benefits Eligibility
Framework engine. Government agencies can institute updates to this system as laws and regulations change.
- Manage Eligibility Criteria Policies using the Social Benefits Eligibility Framework engine
- Enable agency administrators and process owners to define and manage the eligibility rules and policies that drive benefit determination and calculation. Administrators and process owners can define, test, and publish
eligibility framework policies, associate published eligibility policies to one or more benefit types, and update policies as regulations change, all through the eligibility framework engine.
- Create relationship records between applicants and beneficiaries
- Auto-populate forms that are based on existing relationships (constituent) or constituent records (agent), and create relationships between authorized users and cases by using related parties. Constituents and agents can
edit or remove person and relationship records, or create relationships if a relationship between applicant and beneficiary doesn’t exist.
- Upload and verify documents attached to a social benefits application
- Automatically verify the validity of documents that are uploaded to a social benefits request application by using the Grouped Document Verification Tasks (GDVTs) component of the Document Processor Plugin.
- Request interviews with constituents through the Conduct Interview modal in Social Benefits Playbook
- Enable the case agent to initiate an application interview with the constituent to determine social benefit eligibility and gather additional case details. Agents can recommend specific dates and times directly from the
playbook.
- Apply for additional Social Benefits programs by using data from the primary case
- Enable constituents to apply for additional social benefits in addition to the primary benefit being requested. A child Social Benefits case is appended to the case of the original benefit.
- View benefits summary card in Government Service Portal and Social Benefits Playbook
-
Enable constituents to view a running summary and value of all requested benefits through the benefits summary widget in the Government Service Portal. The benefits summary widget displays the benefit and the estimated
benefit amount that is determined by the eligibility criteria. Agents can also use the benefit summary widget to view the benefit breakdown when fulfilling social benefit requests in the Social Benefits Playbook workspace.
- Submit a license and permit application on behalf of someone else
- Prepare license and permit applications on behalf of others with the application proxy feature. Constituents or business contacts can act as authorized representatives to look up beneficiaries or other related parties
(registered users only) and link them to the application in progress. Agents can create and process applications that were initiated by authorized representatives and can also link other registered users to the case.
- Create a digital copy of a license and permit in License and Permit Playbook
- Create a digital copy of an issued license or permit directly in the License and Permit Playbook and attach it to an item received record so that it can be printed, emailed, and shared with the requester.
- Submit license and permit requests using Virtual Agent
- Enable constituents and business owners to submit license and permit requests by using a prebuilt Virtual Agent License or Permit Request conversation topic that runs in supported chat and messaging channels, including Engagement Messenger.
- Request additional inspections needed for a license or permit request in License and Permit Playbook
- Enable agents to request additional inspections after reviewing the findings of an initial inspection so that the applicant can make any changes that are required to pass the inspection and receive a license or permit.
Agents can record the findings for each round of inspections with a Record Findings activity in the License and Permit Playbook.
|
Quote Management |
- Quote creation
- Build sales quotes, which are formal offers for products or services that a customer wants to buy. While building a quote, sales agents can configure product options and adjust pricing using the product configurator.
- Quote revisions
- Generate and present multiple versions of a quote to reflect changes in customer requirements or preferences. Agents can review the revisions to track the quote history.
- Generating orders from quotes
- Convert active quotes to product orders after customer approval.
- Using Quote Management
- Add Quote and Opportunity related lists to a customer account table. For details, see the Add Quote and Opportunity related lists to a customer account table [KB1635146].
- Cost book integration with Quote
- View unit cost and cost margin of a product offering in a quote. While creating a quote, sales agents can analyze and approve prices.
- Pricing enhancements in a Quote
- Quickly fetch price related information for product offerings in a quote.
- Support for Sold products in a Quote
- Use the reference to Sold Product while creating a quote for a Change order.
|
Regulatory Change Management |
- Create the regulatory event alerts manually
- Create the regulatory event alerts manually in the Workspace so that they can be routed to the correct subject matter experts for further analysis.
- Import the regulatory event alerts in bulk
- Populate the Workspace with your own regulatory event alerts. You can then import the alerts in bulk in the Regulatory Change Management application. Use the Excel-based import template that is formatted, organized, and populated with data values for importing the alerts.
|
Resource Management Workspace |
- Create resource card
- Create, navigate, and work on resource assignments among your custom persistent portfolios by creating resource cards.
- Filter unassigned tasks
- Efficiently work on resource assignments for priority items by filtering unassigned tasks.
- New iconography to view resource allocations and heatmap modals
- Get a high-level view of over-allocated resources using the resource allocation imbalance icon (
 ).
- Identify the resources allocated within the available bandwidth with the resource allocations icon (
 ).
- View the list of assigned tasks and allocations details for a resource using the heatmap modal.
- Reassign or unassign the assigned work
-
- Reassign or unassign resource allocations using the row context menu.
- Drag and drop the work assignments among the users with same planning attributes to reassign work.
- Export the resource portfolio view
- Export the resource card view as a CSV or Microsoft Excel and share them with relevant stakeholders, even if they don’t have access to your instance.
- Edit resource assignments using the inline editing feature
- Edit resource allocations using the inline editing feature in the top tray for the resource assignments which do not have actuals captured.
|
Robotic Process Automation (RPA) Hub |
- Embedded Task Automation in RPA Hub
Trigger attended bot processes, also known as attended automations, from the ServiceNow forms, playbooks, workspaces, and so on.
To trigger this bot process from the ServiceNow form, select the Enable Embedded Task Automation check box in the Attended Bot Process form. After enabling this check box, two additional tabs, Process Field
Parameters and Attended Configuration, are available on the Bot Process form. For more information about the Bot Process form, see Bot Process form in RPA Hub.
On the Process Field Parameters tab, create dynamic parameters that are used in the bot process. Process field parameters are used for setting a value or getting the value of a field on a particular form. For more
information about creating process field parameters, see Create a process field parameter in RPA Hub. You can also create a parameter from the Field Parameter Mappings tab by selecting the Create parameter button from the Attended Configurations
menu. For more information, see Map a table field to a bot process field parameter in RPA Hub.
In the RPA Hub workspace, create an attended configuration record. For more information about creating an attended configuration record, see Create an attended configuration record in RPA Hub.
On the Field Parameter Mappings tab, map the form fields to the process field parameters that are used in the automations. This process enables an easy data flow during the execution of a bot process. For more information
about mapping field parameters, see Map a table field to a bot process field parameter in RPA Hub.
Activate the attended configuration record to trigger the attended bot process. For more information, see Activate an attended configuration record in RPA Hub. - New components for Embedded Task Automation
- The following four new components are added to the new Forms section in RPA Desktop Design Studio. These components are available under the new ServiceNow category in the Toolbox pane.
- AttendedConfigurations component: Segregate the execution of the automations in a single automation project and call the respective logic according to the action invoked. For more information, see Use the AttendedConfigurations component.
- GetProcessFieldParameters component: Fetch the values of the ServiceNow form fields associated in the Field Parameter Mapping of the corresponding attended configuration record in RPA Hub. For more information, see Use the GetProcessFieldParameters component.
- GetRecordContextID component: Fetch the current record sys_id of the ServiceNow form, from where the automation is triggered. For more information, see Use the GetRecordContextID component.
- SetProcessFieldParameters component: Update the values of the ServiceNow form fields associated in the Field Parameter Mapping of the corresponding attended configuration record in RPA Hub. For more information, see Use the SetProcessFieldParameters component.
- External credential vault in RPA Hub
- In RPA Hub, you can retrieve robot credentials, application credentials, or Time-based One-time Password (TOTP) seeds from the external credential vault.
Create an external credential vault record in RPA Hub to register your external credential vault for further usage by the robot. For more information, see Create an external credential vault record in RPA Hub. A new External Credential check box is available in the credential set form, an application credential form, and a TOTP authenticator form. If this
check box is selected, the credentials or TOTP seed is fetched from a configured external credential vault. If the check box is selected in the TOTP authenticator form, the seed is fetched from a configured external
credential vault. For more information about these forms, see Create a credential set within a bot process, Create an application credential set in RPA Hub, and Create a TOTP authenticator in RPA Hub
. If the application credential record has the External Credential check box enabled, then the SetApplicationCredential
component in RPA Desktop Design Studio doesn’t set the credentials and displays an error. For more information about the SetApplicationCredential component, see Use the SetApplicationCredential component. Use the steps listed in the Steps to configure an external credential vault in RPA Hub topic to guide you through all the tasks of configuring an external credential vault in RPA Hub.
- Storage of process execution data in flat files
In RPA Hub, you can configure the output type as flat files for the execution logs that are generated on the robot machine.
On the Bot Process form, select an output type of the execution log file from the Output Type field from the Log Settings section. This field appears when the Track Execution
Logs option is selected and when the Robot Machine is selected from the Storage field.
The location of the flat files is Users\<Userprofile>\ServiceNow RPA Logs\.executionlogs\{InstanceName}\.archive\{ProcessJob number} in the machine on which you have installed the attended or
unattended robot.
If the size of the flat file exceeds 10 MB, it splits into multiple flat files with the log sequence appended to the file names until it executes the automation. A flat file doesn't log the data of input or output ports in
a component or method that you have selected as Mark Data as Sensitive in the RPA Desktop Design Studio. - New Flow Designer Actions and Subflow
- Invoke the following new actions and subflow in Flow Designer:
- Change Life Cycle Stage Status of a Bot Process Action to modify the life cycle stage status of a bot process that is not retired.
- Stop Process Action and Stop Process subflow to stop a bot process. If the robot pool option is enabled for the bot process, it stops all the robots assigned to the pool. If
Graceful Stop is enabled, it provides a capability for robots to exit the automation smoothly. Graceful Stop is not applicable for bot processes with the robot pool option enabled.
- Wait for any screen method at the Universal App Connector level
In RPA Desktop Design Studio, the WaitForAnyScreen method appears in the Object Explorer pane when you double-click the Universal App connector
object under the Global Objects pane.
The WaitForAnyScreen method finds an application screen within a specified duration, and then you can enable it to pass the control to another method. You can set up multiple application screens that
appear in an order on the method, and the WaitForAnyScreen method tries to find a screen starting from the first application screen by matching the screen match rules. If the method doesn't find a
screen, it tries to find the next screen in the order. However, if the method finds a screen, it completes execution and doesn't proceed to the screens next in the order. If the method doesn't find any screen within the
specified duration, you may optionally enable it to pass the control to another component through the ELSE port. - SetPassword Method
- In RPA Desktop Design Studio, the SetPassword method automates securely entering a password in the password field of a web-based, Java, or Windows application. It accepts the password as a SECURE STRING type and then enters it in the password field.
- SimulateMouseEvent Method
- In the RPA Desktop Design Studio, the SimulateMouseEvent method automates simulating a mouse event on an element on a web-based application. For example, automate the right-click mouse event on a
button to open a context menu. The screen element on which the mouse event occurs must priorly have the mouse event defined in the HTML. The method supports a list of mouse events and mouse button types.
- IEnumerable data type port in connectors
- The IEnumerable input data type enables methods to accept arrays, array lists, and lists. This input data type port is available in multiple connectors.
- Universal App connector supports Shadow DOM elements
- The XPath and the CssSelector locators in the Universal App connector shows the full XPath and CSS path with the Shadow DOM elements, if a web application uses Shadow DOM.
|
Security Incident Response |
- Major Security Incident Management Conference Call Integration
- Collaborate with your customers and peer agents through a conference call to resolve customer issues through Microsoft Teams, Zoom, or Webex. You can also capture post-call chat, recordings, participant info.
- Flow-based Playbooks
- More easily transition from manual or undocumented playbooks to automated and repeatable playbooks using Flow Designer. Security Incident Response now supports the following new playbooks:
- Manage post incident activities
- Security Incident Response now supports the following capabilities:
- Usage and definition metrics for security incidents to capture MTTR (Mean time to repair).
- Enable or disable the Post Incident Review (PIR) report generation for child security incidents.
- Security Incident Response Workspace
- You can now perform the following tasks in the Security Incident Response Workspace:
- Monitor scan requests
- Report security incidents as a risk event, which will be tracked by the Risk Management team
- Create a customer service case for the security incident, which will be tracked by the Customer Service Management (CSM) team
- Activate and configure the VirusTotal integration
- Send URLs as hashes for threat lookup to protect the users' privacy on the integration.
|
Security Posture Control |
- Enhancements to version 3.0
-
Policy enhancements:
- Edit activated policies, save changes, publish changes, and exit edit mode with UI actions in policies. Versions are tracked and version numbers are displayed on the policy records and their related test results.
- Close existing related test results (findings) if you publish a new version of a policy or delete a policy. If you choose to close test results, test result and remediation task states transition in accordance with the
state transition processes of the Configuration Compliance application. See Test result and remediation task state transitions in the Security Posture Control application for more information.
- Query the Security Posture Control product with Software as an Entity type. Look for any discrepancies that exist between the installed software reported by your vulnerability scanner products
and the software reported by scanners and already accounted for in Software Asset Management (SAM) and other ServiceNow® products.
Policy condition builder enhancements:
- Select the OR condition to search for and monitor diverse types of assets from a single policy.
- Select Reported only by as a Connection and choose specific Sources (third-party service graph connectors and ServiceNow products) to report on your assets. Monitor only those assets that are reported by the specific ServiceNow® products and third-party sources you select.
Select CMDB metadata as a Connection in the condition builder and search for the following assets:
- Devices with host names that have specific patterns with matches regex operator for the host name Property. For example, if you enter lp manually, you can look for all
laptops with 'lp' as the second and third characters in the host name.
- Assets that have been discovered for the first time with the First seen timestamp Property.
- Devices based on specific models and model information with the Model name, Has model info, and Model data conditions. This data can help you with
security control coverage.
- Assets that were Last seen
Within the last n days. Enter the number of days up to 30. For example, enter 3 to monitor assets by 'last logon' from Active Directory in the last three
days.
- Policies (prior to version 3.0)
- Monitor your assets and cloud assets (AWS only) for missing endpoint protection agents, unmanaged devices, devices not scanned for vulnerabilities, and critical combinations with vulnerabilities with provided policies.
- Define custom policies based on asset metadata, security tool configuration data, and vulnerabilities to monitor asset compliance with your internal security standards.
- Chain policies together so you can monitor assets in hierarchical categories.
- Filter assets by using custom fields in your CMDB CI classes in policies.
- Exclude assets from your audits and monitoring that match other policies or assets with approved exceptions in Integrated Risk Management (IRM).
- Service Graph Connectors
- The application supports 31 Service Graph Connectors for various security and IT tools in the enterprise to import and consolidate asset data to provide you insights on your security posture.
- Key insights and custom insights
- Monitor critical metrics about your asset security posture and security tool coverage by creating custom insights.
|
Self-Service and Omnichannel engagement for CSM |
- Playbooks for Portals
- Provide your customers with Customer Service Management (CSM) playbooks on service portals to create new cases with a similar process-based experience as agents. Your customers can visualize the end-to-end case life cycle when viewing the case on the
service portal, and view and act on pending tasks in the context of the case process.
- Onboarding with Self-Service
- Enable customers to create self-service guided requests, submit cases at their own pace and continue working on them later, and track the progress of cases through a new Playbooks (PAD) process, Onboarding with Self-Service.
- Configure font size for chat
- Change the font size (regular, medium, large) for the chat header and chat body that customers see in a Virtual Agent chat. As an administrator, you can preview the font size in real-time in the preview section before applying a chat configuration for a Virtual Agent chat.
- Using Configurable Portal widgets
- The following new widgets were added to the available Configurable Portal widgets:
- Portal Object widget: Display quick actions and key information of a record in the widget, which displays the information based on the sys_id of a record.
- Portal Taxonomy topics widget: Display the first level of taxonomy topics as cards in the widget. When users access these cards, they’re redirected to a page that displays knowledge articles and catalog items related to
a taxonomy topic.
- Set up Engagement Messenger
- Extend self-service capabilities such as case management, Knowledge, AI Search, Virtual Agent and Live Agent chat on your mobile applications.
- New tools in Tiny MCE editor
- The following new tools in the Tiny MCE editor provide enhanced support for rich content displayed in the case conversation view:
- Undo
- Redo
- Font color
- Text highlight
- Indent
- Outdent
- Hyperlink
- Unlink
- Table
- Image
- Code sample
- Advanced Work Assignment (AWA) Voice Routing for Amazon Connect
- Use Advanced Work Assignment to route any voice call made from Amazon Connect.
- Unified Consumer profile access to Consumer Service Portal menus
A unified profile through the Unified Consumer feature, which includes both the external (snc_external) and internal (snc_internal) user roles, provides
access to all menus on the Consumer Service Portal. Previously, access to specific menus depended on whether the user profile had the external or internal role. |
Service Builder |
- Next Experience UI
- Use the Next Experience theme in Service Builder for updated colors, fonts, and navigation that matches other ServiceNow applications on the ServiceNow AI Platform.
- Service Builder approval flow
- Use the Cancel option while creating or editing a service or service offering to cancel any changes that you made to the record. When you select Save while editing or creating a service or offering,
your edits to the draft file are saved. When you select Cancel, the following happens:
- The draft service or offering record is deleted, including all edits made to the draft record.
- The service or offering is checked back in and none of your changes are implemented. The Manage Offerings step shows the offering in the "Published" state.
- The approval flow isn't triggered.
|
Service Catalog |
- Save catalog item forms as drafts
Enable catalog item requesters to save the drafts of the catalog item forms on the portals, such as the ServiceNow®
Employee Center and ServiceNow®
Service Portal, and on the Now® Mobile app.
Requesters can save the drafts when they come across situations, such as lengthy forms and requesters that don't have enough information to submit the record but don't want to discard the forms. They can save the draft and
start editing from wherever they left off. Requesters can access the saved drafts from the My Request widget in a new Drafts tab. - Set values for questions in catalog items
Set values in Catalog UI Policy Actions for questions in a catalog item without the need to script. The value that you set for the question is displayed when the specified condition is met. You can set the values using
Catalog UI Policy Actions in the ServiceNow AI Platform and using dynamic behavior in Catalog Builder.
For example, on a catalog item to order a company phone, you might want to automatically set the color to black if the storage size selected is 1 TB because that's the only option available. You can now configure this
behavior without the need to write any scripts.
Note:
After upgrading from any previous release to Washington DC release, the Clear the variable value check box will not be displayed. If you’ve already selected the Clear the variable value check box in
any previous release, then in the Washington DC release, this option is automatically set as Clear value in the Value action drop-down list.
For the attachment and masked variables, you will still view the Clear the variable value option to clear the value in the Washington DC release.
- Set field message for questions in catalog items
Set field messages for the questions in a catalog item without the need to script. Field messages appear below the question as helpful text when a specified condition is met. You can set the field messages using the Catalog
UI Policy Actions in the ServiceNow AI Platform and using the dynamic behavior in Catalog Builder.
For example, you can set a warning message to be displayed on the type of laptop question to read Advanced laptop would need department head approval when the type that you chose is
Advanced. |
Service Exchange | |
Service Graph Connector Integration for Claroty CTD |
- Categorize your OT devices into the industrial product model category
- The enhanced Service Graph Connector Integration for Claroty CTD creates assets in the Industrial product model category for OT class devices. This enables compatibility with the Enterprise Asset Management product for full lifecycle management of OT class devices.
- Troubleshooting the Service Graph Connector Integration for Claroty CTD
- Execute the scheduled job for validations and review the results to troubleshoot any issues by using the optional steps in the Troubleshooting the Service Graph Connector for Claroty CTD section of the Guided Setup.
- Class/Type system property
- Import the records from Claroty CTD that are based on the class or type by using the Class/Type system property (filter.asset_type_code).
- Purdue Level system property
- Use the Purdue Level system property (filter.asset_purdue_level) to import the records from Claroty CTD that are based on the Purdue Level.
- Turn off the classification that is based on the operating system (OS)
- Turn off the classification that is based on the OS for the network gear and Internet of Things (IoT) devices and their extended classes by modifying that choice in the available script.
|
Service Graph Connector for Microsoft Defender for IoT (Azure) | |
Service Operations Workspace for IT Service Management |
- Using Universal Request in Service Operations Workspace
- Use the ServiceNow®
Universal Request application to create requests and connect with other departments and services to assist with request resolution. You can map the various departmental ticket states and activity streams into
a unified and simplified experience for your employees and agents.
- On-Call Scheduling in Service Operations Workspace
- Use the Schedules menu to access the ServiceNow®
On-Call Scheduling application from the home page. Agents can use the Schedules menu to view their schedules, request absence and set their notification preference. A Group Manager can use the schedules icon to
manage schedules and requests, set escalation trigger rules and policies, and create delivery channels for notification preferences.
- Use the teams icon to access the teams record. Agents can use the Teams menu to view their team's on-call schedules and a Group Manager can set escalation trigger rules, escalation policies, and team preferences.
- Starting in version 5.0, you can select a preferred shift from the Share calendar drop-down list and subscribe to the calendar. This option is available for Agents and Shift managers who are part of the respective
group.
- Landing page configurations using Admin Center
- Starting in version 5.0, you can configure the following options for the landing page:
- Display or hide various sections.
- On the landing page, collapse the list view for donuts cards by default, which reduces the page load time, and expand the list view by selecting any donut card.
- Quick access to the record information
- Starting in version 5.0, get quick access to the record information.
- From the list view that opens by selecting a donut area on the landing page, access the record information for the following records:
- Incident
- Problem
- Interaction
- Change
- Request
Note: You can preview and update the record information in the workspace view.
- From any record page, copy the record page URL to easily access the record and share it with other agents and other stakeholders if required.
- Problem Management in Service Operations Workspace
- Starting in version 5.0, problem coordinators can:
- Manage problems and problem tasks through their life cycle.
- Share problem workarounds or fixes with related incidents.
- Create known error articles to help deflect incidents.
Note:
- If you aren't using the base problem life cycle, you must continue to use the classic experience to manage problems or problem tasks through their life cycle.
- The base problem life cycle is included with the Problem Management Best Practice - Madrid - State Model (com.snc.best_practice.problem.madrid.state_model) plugin. Use the Problem Management Migration Utility store application to enable this plugin and migrate your records to the base problem life cycle.
- Known error articles are enabled by the Problem Management Best Practice - Madrid - Knowledge Integration (com.snc.best_practice.problem.madrid.knowledge) plugin.
- Incident record page enhancements in Service Operations Workspace
- Starting in version 5.0, the incident record page has enhancements that maintain parity and bring the features from the classic UI16 to the workspace view. These enhancements reduce the efforts of agents to increase their
productivity. With the enhancements, agents can:
- Copy the page URL to the clipboard to quickly share the link to other agents or stakeholders.
- Preview the records of the reference key fields on the same page, or open the record in a separate tab.
- Update the incident information in the Summary section and Impact summary section of the Overview tab.
- Preview caller information from the caller card on the Record information side panel.
- View the assets, recent interaction, and incident information that are specific to the caller.
- The incident information such as priority, state, configuration item and opened, is moved from the header of the incident record page to the Summary section of the Overview tab to increase the
workspace view area.
- Major incident management in Service Operations Workspace
- Starting in version 5.0, Major Incident Management in Service Operations Workspace enables you to manage the entire major incident life cycle in the following ways:
- Propose, promote, create, and manage major incidents.
- View the number of impacted callers and their locations on the world map.
- Identify and create a major incident automatically based on major incident trigger rules.
- Communicate with the business stakeholders and end users by sending status updates and notifications to inform them about the impact and progress of the major incident.
- Collaborate with the business stakeholders to discuss the issues and help with resolving the major incident.
- Resolve major incidents.
- Major incident configurations in Service Operations Workspace
- Starting in version 5.0, configure Major Incident Management using Admin Center in Service Operations Workspace. Admin Center enables you to install Major Incident Management and then accomplish the following:
- Configure major incident trigger rules to create, propose, or promote major incidents automatically.
- Assign playbooks to manage major incident process.
- Assign a Major Incident Manager role to users for managing major incidents.
- Configure email notifications that are sent to the stakeholders and end users.
- Configure the communications, such as email and SMS messages, sent to the stakeholders and end users.
- Configure communication plan definitions, tasks, collaboration tasks, and channels for effective communication with stakeholders and end users.
- Configure timelines for generating post incident reports.
- Playbook integration with major incident management
- Starting in version 5.0, major incident playbooks in Major Incident Management provide a way to visualize the entire major incident process in a task-oriented view. The major incident playbooks leverage communication, collaboration, and core major incident process
capabilities. These capabilities help to quickly identify key areas that require attention, as well as manage and resolve major incidents. The following two playbooks are available in the base system:
- MI playbook
- Advanced MI playbook
- Review and publish post incident report in Major Incident Management
- Starting in version 5.0, review the post incident report for a major incident to evaluate the incident response process and identify the process gaps for improvements. Reviewing the report helps you analyze the incident and
to understand what can be done to avoid a similar incident or issue in the future. A post incident report is created automatically after a major incident is resolved. Use the Post incident report tab on a major incident record
to generate, edit, review, and publish the report in PDF.
|
Service Portal |
- Secure public widgets accessed by guest users
Secure public widgets that accept the table input parameter by specifying the tables from which the widget can access and return data for guest users. - Close all portal notifications at once
Close all notifications at once instead of having to close them individually by selecting Clear All. Portal administrators can use the glide.service-portal.notification.threshold
system property to configure the number of notifications that must appear before displaying the Clear All option. The default value is five. |
Sidebar |
- Participant suggestions
- Sidebar displays a list of participants who may be helpful in solving a customer's issue in the existing conversation.
|
Skills Intelligence |
- Skills Intelligence Guided Setup
- Set up Skills Intelligence and the Company Job Architecture efficiently through guided setup. For more information, see .
- Skills Intelligence landing page
- Note which parts of the Skills and Company Job Architecture need attention with the actionable insights on the Skills Intelligence landing page. For more information, see Skills Intelligence Workspace.
- Skills Intelligence Workspace
- Access Skills and Company Job Architecture related data like skills, jobs, and roles from a single location. You can view and modify skills and proficiencies in a role level of a role group quickly with the skills matrix.
For more information, see Skills Intelligence Workspace.
- Custom Skills onboarding
- Identify unique skills to your organization and import them into the ServiceNow instance. Get suggestions on how to batch process skills such as removing duplicates, identifying related skills, and adding net new ones. For more information, see Bring in skills through Skills import.
|
Software Asset Management |
- Measure the maturity of your Software Asset Management application through Success Portal
- Measure the maturity and improve the value return of your Software Asset Management application within your organization through the Success Portal dashboard. You can visualize, identify, and report the capabilities or features you must focus on to use Software Asset Management efficiently.
- Gain complete visibility into the usage of all SaaS applications
- Discover and manage all paid or free SaaS applications, which are accessed via a browser and configured within the ServiceNow®
Digital End-User Experience (DEX) product. Manage your shadow IT spend more effectively by viewing all the users who access these applications in the SaaS detection report. This report also shows the usage of these applications and how long each application has been used.
- Manage licenses for all Okta users
- Manage Okta user licenses by creating subscriptions for Okta users.
- Integrate Salesforce Marketing Cloud using OAuth 2.0 credentials
- Integrate Salesforce Marketing Cloud using OAuth 2.0 credentials and view the contact counts for email and SMS.
- Simplify the credential setup for Adobe integration using OAuth Server-to-Server credentials
- Simplify your credential setup process by integrating your Adobe Cloud services with a ServiceNow instance using OAuth credentials. Adobe is migrating from a Service Account (JWT) credential to an OAuth Server-to-Server credential. For more information, see the Adobe Migration guide.
- Improve the readability of the License usage view with a phase-wise implementation of Software Asset Management
- Carry out phase-wise Software Asset Management implementation by focusing only on a few software products that you want to manage initially. You can gradually ramp-up the implementation journey by assessing the progress. This approach enables
you to reduce clutter on the License usage view and report only on the software products that are part of the current implementation phase.
- Manage Red Hat core-based licensed products and track their consumption with the Software Asset Management publisher pack for Red Hat Enterprise Linux (RHEL)
- Manage core-based license positions for the RHEL product and the Red Hat Enterprise Linux for Virtual Datacenters product. With the core-based license metric, you can track accurate measurement of rights consumption at the host level.
- Determine license compliance for Microsoft
Windows Server on Azure according to the new licensing rules from Microsoft with BYOL support
- Leverage the improved BYOL support to assess license compliance and implement necessary remediation measures for Microsoft
Windows Server and SQL Server on Azure. This process enables you to confirm that the license compliance on Azure is in alignment with the most recent licensing rule changes by Microsoft.
- Discover software and their license types on Google Cloud Platform (GCP) using BYOL support
- Discover software and the software's license types on GCP by using the enhanced BYOL support for Microsoft
Windows Server and SQL Server. With the added support for GCP, you can determine software compliance for Windows Server and SQL Server across your hybrid infrastructure that is on premise and cloud. You can also take remediation action when the software is out of compliance.
- Manage product licensability at the edition level by using the enhanced software licensing feature
- Address product licensability at the edition level by leveraging the weekly updates from the Software Asset Management Content Service Library. With the improved software licensing feature at the edition level, you can define your own exception rules for non-licensable products and update it to the content
service library.
- Optimize Microsoft 365 subscriptions with reduced dependency on discovery solutions to track usage
- Manage Microsoft 365 subscriptions within ServiceNow with a detailed overview of active, inactive, and unassigned subscriptions based on their latest activity dates. The feature eliminates the need for configuring discovery solutions, such as Microsoft SCCM, to track usage and enables you to collect usage data for Microsoft 365 applications. You can retrieve individual Microsoft 365 subscriptions with optimized resource usage.
- Improve granularity via the enhanced license usage view
- Gain in-depth information of the factors leading to unlicensed software installations, software that has been ignored during reconciliation, and instances where a software installation requires user action. Receive guidance
on the steps to take, acquire insights into the indicators contributing to Oracle options activation, and obtain a thorough understanding of reconciliation results.
- Manage Microsoft
Windows Server licensing through Guided Setup
- Use Guided Setup for configuring Microsoft
Windows Server and license management. The prerequisite checks and a step-by-step walk-through help you to set up the Software Asset Management application successfully.
- Enhanced coverage and visibility into product life cycles
- Increase coverage for life-cycle reporting through the introduction of approximate life-cycle dates. Get better visibility into the process of selecting life-cycle dates. Transparent and comprehensive reporting enables for
an effective and reliable End of Life (EOL) management of your products.
|
Strategic Planning |
- Enterprise Agile Planning in Strategic Planning
-
- Support multiple agile teams and their scaling needs within a single instance using flexible work and team hierarchies.
- Plan, visualize, and track work across teams with insights into dependencies using the Planning Board tab for each team.
- Prioritize work items and schedule them into iterations such as Planning Intervals or Sprints using the Backlog tab for each team.
- Upgrade your Agile configuration to align with the evolving needs of your organization.
- Get insights into team progress, velocity trends, and alignment of work to overall organizational goals using configurable dashboards.
- Feedback or Product idea list view enhancements
-
- Use inline editing to allow real-time updates and modify feedback or product idea details.
- Edit multiple rows at once and eliminate the need to modify each record individually.
- Product feedback enhancements
-
- Understand the popularity of feedback using Votes field and prioritize the feedback to make informed decisions. These votes are directly received from the idea portal.
- Identify and prioritize feedback with the Importance field on feedback records and make informed decisions based on the feedback.
- Create feedback filters in Strategic Planning
-
- Group and sort feedback with feedback filters.
- As a product manager, create and organize product feedback based on filter criteria, and focus on feedback that is important to you.
- Plan efficiently with additional pre-defined lenses
-
- Using the Business Capability lens, enterprise architects can plan, prioritize, and roadmap the work in the Strategic Planning Workspace based on the business capabilities and business applications by aligning with the strategy.
- Using the Project Program lens, program managers and portfolio managers can plan, prioritize, and roadmap work in programs.
- Tagging planning items
-
- Add tags to your planning items to categorize them based on your requirement. Any tagging additions or removals made to a record are automatically synced across all views in the Planning page and the Scoring page.
- Filter the planning items by the assigned tags.
- Use inline editing in the List view of the Prioritization tab when adding and removing the tags to your planning items.
- Planning enhancements
-
- Quickly view and manage the item details from the side panel using the Preview record icon () in the List view of the Prioritization tab and the Scoring page.
- The type of planning item is displayed on the item’s details page so that you can identify what the item is, such as a demand or a project.
- When creating a planning item, the Planned start date field and the Planned end date field are populated automatically with the Approved start date value and the Approved end date value respectively.
- Prioritization enhancements
-
- Assign the highest and lowest ranks to the planning items using the Move to top option and the Move to bottom option respectively from the row context menu icon ().
- Delete planning items using the Delete option from the row context menu icon ().
- Goal management enhancements
-
- Track how current and future work contribute to meeting a primary or non-primary target by associating the target with work items. When you create a primary goal or target relationship with an item that already has a
primary relationship, the existing association becomes a non-primary and a new primary relationship is created.
- Associate multiple planning items at a time to a goal or target from the enhanced Align work model, the item’s side panel, or the item’s full details page. You can also remove the existing association with the goal or
target from the side panel or full details page of the goal or target.
- View and manage an association between a planning item and a goal or target using the View aligned work option in the row context menu icon (). The Aligned work tab introduced in an item’s side panel helps you add or remove an association between work items and a goal or target
- Search the aligned work items of the goal or target from the item’s side panel by the name, owner, or type of the work items.
- The list of goals and targets appear in the expanded mode by default in both the List view and the Hierarchy view so you can view all goals and targets in a hierarchical manner when accessing the page.
- The user preferences are saved automatically to retain the customizations, such as to view or hide columns and the width of the columns, so that you don’t need to set your preferences the next time you access the Goals
page.
- When creating a target, the Contributors field on the Target form is automatically populated with the contributors of its goal.
- Run the Create Goals Demo Data with Target Breakdowns scheduled job to create a target breakdowns demo data for the targets.
- For cumulative targets with the breakdown interval set to Quarterly and Yearly, the Target values are populated automatically for each quarterly and yearly breakdown respectively. For example, for a cumulative target created to achieve $10M in the year 2024, the target breakdowns Q1-24, Q2-24, Q3-24,
and Q4-24 are created with the Target values $2.5M, $5M, $7.5M, and $10M respectively.
- Financial planning for planning items
-
- Customize widgets to view the financial details, such as allocated budget, EAC, Variance, a breakdown of planned costs, and actuals to date by cost type.
- Export Costs or Baseline comparison information as Microsoft Excel or CSV formats. Use these files to share the financial performance of your planning items to relevant business stakeholders, even if they don't have access to your ServiceNow instance.
- Create expense lines to capture any unplanned costs to meet your work requirements without associating them to any forecasted planned costs. For more information, see Add or edit expense lines.
- Delete any de-scoped cost plans using the row context menu icon () to manage your financials.
- Save your preferences to retain the customizations you have made, such as viewing or hiding columns and viewing time scope.
- Scoring enhancements
-
- Apply filters on the Scoring page to view the required data set. These filters are saved as your preferences. This also helps you view the same data set and continue your planning when you log back in.
- When a demand is converted to a project, the score and rank of the item are automatically copied to the newly created project.
- Export data of portfolio plan items from Scoring or Prioritization
- Export data of your portfolio plan items from the Scoring page or the List view of the Prioritization tab into a Microsoft Excel or CSV file. Share the data and collaborate with your business stakeholders. If the filters are applied on the view, the filtered data is exported.
For more information, see Export planning items data from Scoring to Excel or CSV and Export data of portfolio plan items from Prioritization to Excel or CSV.
- Strategic Planning with PPM, Agile 2.0, and SAFe
-
- The Program field has been added to all planning item tables and the Program and Portfolio fields have been added to the Epic [rm_epic] table to
support the Project Program lens.
- Enable the Sync tags option on the Table Map form for each planning item table to synchronize the tags from alignment to the execution tables and vice versa. By default, the value is set to true.
If there are any existing tags, the tags are automatically synced from alignment to the execution tables and vice versa. For more information about the Table Map form, see Table map form.
- The Flow type mapping for planned dates of the Demand [dmn_demand] table is updated to both alignment to execution and execution to alignment.
- Operation work in Capacity Planning
- Create operation resource assignments for your group and view the updated capacity in Capacity Planning view.
|
Subscription Management | |
Supplier Lifecycle Operations |
- Help Center
- Introduced in-product assistance, also known as Help Center, for the landing, list, and analytics pages of Source-to-Pay Workspace. Select the Help Center icon to access the help information directly from within your workspace.
- Offboard a supplier from the Source-to-Pay Workspace
- The supplier offboarding playbook has been introduced that enables you to do the following:
- Create a supplier offboarding case to offboard a supplier.
- Create a Due Diligence request if the GRC: Third-party Risk Due Diligence Request [com.sn_tprm_onboarding] plugin is installed.
- Displays a list of pending supplier cases and tasks.
- Ability to check contract and invoices.
- Maintain communication with the internal stakeholders and the supplier throughout the offboarding process.
- Supplier Lifecycle Operations integration framework
- The Supplier Lifecycle Operations (SLO) integration framework enables you to exchange supplier data with any third-party ERP system. The SLO integration framework facilitates inbound and outbound integration with third-party
applications and ERP systems.
- Configure due dates for tasks
- Configure due dates for different task types so that the Due date field is auto-populated when you create tasks.
- Complete a risk assessment from the Supplier Collaboration Portal
-
View supplier risk assessment details from the My active items widget in the Supplier Collaboration Portal. In the My active items widget, the Risk Assessments tile shows assessments only if you've installed the Third-party Risk Management [com.sn_vdr_risk_asmt] plugin. Select the Risk Assessments tile to open the Assessment Summary page, which displays a list of risk assessments for a supplier and
for an engagement.
- View risk assessment details in Source-to-Pay Workspace
-
A new Risk tab has been added on the Supplier record page in the Source-to-Pay Workspace. The Risk tab displays supplier risk assessment details, such as third-party name and process information, summary reports, risk intelligence scores, and tracking data for
issues and tasks. The Risk tab is displayed only if you have installed the Third-party Risk Management [com.sn_vdr_risk_asmt] and GRC: Vendor Risk Management Workspace (com.sn_vdr_risk_asmt_workspace) plugins.
- Assign tasks to internal users
- Previously, tasks were only assigned to external users (supplier contacts). You can now assign tasks also to internal users. A new field Task audience has been added on the
Details tab of the task to identify tasks as internal or external.
- Organization Tax Details table
-
A new table, Organization Tax Details (sn_fin_org_tax_detail) has been added that enables you to store multiple tax registration details for each individual supplier. This table has been added in the Finance Common
Architecture (com.sn_fin) plugin.
- Restructured Supplier Task table
- The Supplier Task table architecture has been restructured. Starting with the Washington DC release, the Supplier Task [sn_slm_task] table extends the Service Task [sn_spend_sdc_service_task] table.
Note:
You can experience a longer upgrade time if you’re upgrading from Vancouver or an older release to Washington DC or any latest release. This delay is due to a mandatory script that runs for restructuring the Supplier Task [sn_slm_task] table and the duration of upgrade depends on the number of records in
this table.
- Risk Assessments for Supplier Lifecycle Operations plugin introduced
- A new plugin, Risk Assessments for Supplier Lifecycle Operations (com.snc.sn_supplier_tprm) has been added that provides an integration with third-party risk assessment application to conduct risk assessments when onboarding
new suppliers using the Supplier onboarding playbook.
- Using the supplier onboarding playbook to onboard suppliers
- The Supplier onboarding playbook now includes a new Perform risk assessment playbook that triggers two different flows to conduct supplier risk assessments, depending on the plugins that you have installed:
- If you have installed only the Risk Assessments Integration for Supplier Lifecycle Operations [com.snc.sn_supplier_tprm] plugin, the Perform risk assessment playbook triggers the flow that includes activities to verify
the eligibility of the supplier by creating risk assessments.
- If you have installed both the Risk Assessments for Supplier Lifecycle Operations [com.snc.sn_supplier_tprm] and GRC: Third-party Risk Due Diligence Request [com.sn_tprm_onboarding] plugins, the Perform risk assessment
playbook triggers the flow that includes activities to create a due diligence request, complete Inherent Risk Questionnaire (IRQ) assessments, and conduct risk assessments for a third-party or an engagement.
- Create a case on behalf of a supplier from the Source-to-Pay Workspace
- The supplier manager can create cases on behalf of suppliers in the Source-to-Pay Workspace.
|
Table Builder |
- Standalone Form Builder access
- Access a streamlined and standalone version of Form Builder through the Additional actions menu on any form on the platform without having to move through other applications to use it.
- Access to Form Builder in Related Links section
- Navigate directly to Form Builder from the Related Links section of any table. Form Builder is a streamlined form-building experience that combines the best features of Form Layout and Form Designer.
- Access Form Builder from UI Builder
- Access Form Builder and edit your forms directly from the UI Builder stage.
- View preferred reference tables when creating a table from a spreadsheet
- When you create a table from a spreadsheet in App Engine Studio, reference tables are listed in preferred order. You can see tables in your application and commonly used ServiceNow tables before a list of all other available reference tables.
- New features from Table Builder for App Engine
- Features such as schema view, spreadsheet view, flows, and PDF extractor that were previously only available in Table Builder for App Engine are now available in the consolidated Table Builder application.
|
Telecommunications Network Inventory |
- Visualization of rack
- Visualize your rack details such as placement of equipment at the front or rear, available and occupied rack slots, occupied equipment or shelf details.
- Revision, operationalization, and decommission of a Configuration Item
- Revise a CI to make changes, including modifications to related tables like attributes, connections, and relations. Operationalization enables you to merge these changes with the original CI, while decommissioning lets you
retire or remove the CI from operation.
- Visualization of network topology
- Use the network topology view to see nodes (equipment), edges (connections), and termination points (interfaces) in your network to understand how they are organized and connected. You can visualize multiple topologies
simultaneously using the search option.
- Capacity management
- Use capacity management to calculate and report the capacity of your network assets. This involves calculating the maximum, occupied, and available resources like ports, slots, or racks in your telecommunication network
using functions and metrics.
- Inventory management view
- Check the Inventory Management view to understand inventory details, including the total count of equipment grouped by model, manufacturer, and life cycle state. Additionally, you can see the availability of racks, ports,
and slots within a network site.
- Define the cable details
- Define the following network inventory instances.
- Cable - Optical fiber cables link sites with open endpoints, indicating that they don't terminate directly to equipment.
- Strand - Strands are the individual wires within the cables.
- Channel - Channelization involves sub-rating the available bandwidth into smaller bandwidths.
- Create a change request from Network Inventory Workspace
- Use Telecommunications Network Inventory (TNI) design assign to modify physical and logical connection endpoints details, as well as add or remove members of a Link Aggregation Group (LAG).
|
Theme Builder |
- Component editing
- Edit individual components to better suit your brand and to meet accessibility compliance standards. The theme hooks you can edit are specific to each type of component. For more information, see the Accessibility
Information section that follows.
- New feature messaging
- Learn about new features via a what's new modal when you first launch the updated version of Theme Builder.
- Open in Theme Builder button
- As of version 3.1, while customizing a UX theme record, an Open in Theme Builder button displays redirecting you to the editor page in a new tab.
- Validation of JSON code for the theme records you create
- As of version 3.1, Theme Builder logs errors and displays an alert for any invalid manual theming updates, helping to prevent saving an incorrect theme record.
- Customize shape and topography values
- As of version 3.1, view your customizations in the Global and Component style tabs.
|
Third-party Risk Management |
- Event-driven management — automate assessment processes
- Configure the rules that auto-generate and send questionnaires and document requests to engagements and third parties. For engagements and third parties that meet the criteria you define, you specify the schedule,
questionnaire, and document request templates. You can automate all assessment types except onboarding.
- New user group: Due diligence request assigners
- Enable each member of the Due diligence request assigners group to receive an email notification of the new requests for due diligence. For requests that are in the New or
Unassigned state, you need to specify the owner. Any group member can assign the owner.
- New reports on the Due diligence management dashboard
- Use the Due diligence management dashboard, as a third-party risk manager or assessor, to track, prioritize, and manage your responsibilities.
- Tracking a managed activity
- View managed activities in the usage analytics activities table for tracking and verification purposes in the Third-party Risk Management application.
- New Standardized Information Gathering (SIG) questionnaire content
- Use the updated SIG templates for 2024 after upgrading to version 18.x as part of the Third-party Risk Management application.
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Threat Intelligence Security Center |
- View Threat Intelligence Security Center Homepage
- Threat Intelligence Security Center homepage provides the data visualization to the threat intelligence.
- Threat Intelligence Security Center Catalog
- The catalog provides a curated list of Threat Intelligence feeds and enrichment integrations by enabling them after adding the required information, and also schedule the feeds
- Threat Intelligence Feeds
- Ability that provides the integration of premium feeds to enhance threat intelligence.
- TISC Enrichment Integrations
- Enrichment capabilities, for the removal of false positives, confidence/scoring of indicators, validation of indicators, and the addition of contextual information.
- Administration
- The Administration module enables the users to define correlation rules for establishing relationships between observables. Customize threat score calculator for nuanced threat assessment and also the integration of
internal intelligence encompassing VR, SIR, Assets, Services, and CMDB.
- TISC integration with SIR Workspace
- Seamless integration with SIR and data migration capabilities from Threat Intelligence to Threat Intelligence Security Center.
- Threat Intelligence Security Center Library
- Threat Analyst library is a dedicated Threat Intel Analyst Workspace for streamlined operations.
- Threat Analyst Workbench
- Ability to create cases or case tasks using Threat Analyst Workbench to create and track the threat investigations and analysis activities.
|
UI Builder |
- Custom images
- Upload custom images in the Icon and Image components to match your existing imagery and branding.
- Modeless Dialogs
- Overlay information on a page so you can interact with both the main content and the window content through a UI Builder Modeless Dialog.
- Integration of UI Builder and Form Builder
- Access Form Builder directly from within the form component on the UI Builder stage.
- New theme for UI Builder
- The ServiceNow® Tools and Admin theme is now applied to UI Builder to provide a consistent look and feel across builder applications.
- Gap option available within columns
- As of UI Builder version 25.2, if a column contains multiple components, set the gap between the components.
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Upgrade Center |
- Managing upgrade risk
- Get notified of the possible conflicts that might result due to several customizations on a skipped metadata file, with a new UI message on the form pages of the metadata files.
- Previous Resolutions related list
- View the resolutions from previous upgrades for the selected skipped records using the Previous Resolutions related list.
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User Experience Analytics |
- Platform Analytics integration
- Improved query capabilities for Platform Analytics integration
- Funnels UIB component
- Enable users to view funnels created in the Usage Insights dashboard.
|
Virtual Agent |
- Now Assist in Virtual Agent
- Implement Now Assist in Virtual Agent conversations in Microsoft Teams and mobile channels.
- Test and preview topics in either the mweb or nowassistpanel channel.
- Added enhancements to Now Assist in Virtual Agent.
- Create or manage LLM virtual agents using a new option on the Conversational Interfaces admin console or the new Assistants tab.
- Filter analytics indicators in Now Assist in Virtual Agent Analytics using the new Assistant multi-select filter.
- Enable Genius Results generated by Now Assist in portal search from a link within the Review section of .
- When a user types an irrelevant utterance in the middle of a topic, unified search sees whether there are any results found.
- LLM topic discovery in Virtual Agent
- Create topics that use LLM instead of Natural Language Understanding (NLU).
- Analyze Now LLM responses to utterances while testing LLM topics.
- Get in-depth testing details for LLM topics using the new Topic discovery and Edit variables tabs.
- LLM support in Virtual Agent Designer controls
-
- Input Collector user input control:
- Use the new Input Collector control in LLM topics to gather data from users and create instructions with generative AI.
- Drag nodes in and out of the Input Collector instead of deleting and adding new ones.
- Drag nodes from one Input Collector to another if you have multiple Input Collectors on your canvas.
- Use the From and To drop-down lists to reorder inputs from the node on the table view.
- Activate the Confirmation message option in the Input Collector to summarize your inputs. Submit the inputs or restart the input collection process, by selecting
Yes or No options, or entering a reply in plain language.
- Secure Text user input control: Use the Secure Text control in LLM topics to gather and encrypt sensitive text, email, and other types of input from users.
- Date Time user input control: Input DD-MM-YYYY format to the Date Time user input for regions using that format.
- Dynamically pick Virtual Agent notification actions
- When authoring a Virtual Agent topic, you can pass one or more notification actions as parameters instead of a single, static action. All actions must be predefined for the notification.
- Hide or reveal the Show me everything button
- Set the glide.cs.disable_show_me_everything system property for NLU/Keyword topic discovery. Alternatively, update values found in the default Script Action Utility control in Virtual Agent greeting topics that use LLM topic discovery.
- System properties
- The following new system properties affect AI Search results in mid-topic discovery:
- com.glide.cs.gen_ai.enable_mid_topic_ai_search
- sn_nowassist_va.enable_mid_topic_ai_search_catalog_result
- Washington DC patch 1
- Beginning with Washington DC patch 1, the following features are available:
- Carousel user input control: Use the Carousel user input control in a LLM-enabled Virtual Agent topic to present a prompt and a horizontal series of labeled images.
- Dynamic choice user input control property sheet: Use the Allow the user to select more than one choice field to allow users to choose
multiple choices from the list display.
- Latency feedback system property: The com.glide.cs.message.processing.enabled system property notifies requesters with a temporary latency message
whenever the LLM is processing their request in the Virtual Agent web client and Now Assist panel. This system property is off by default and the latency message varies depending on the LLM call.
- Use Virtual Agent API to support Now Assist experience across multiple provider channels. See Enable Now Assist experience in Virtual Agent API for more information.
- Use Bot Interconnect to support Now Assist enabled primary and secondary bot use cases.
- Washington DC patch 3
- Beginning with Washington DC patch 3, the following features are available:
- LLM topic migration: The topic migration workflow in Virtual Agent Designer allows you to convert your existing NLU/Keyword topics into new large language-model (LLM) topics.
The topic migration workflow is available to admin and topic_migration_admin roles.
- Dynamic Choice user input control: Using a script, requesters can view their previously selected choice values and also view and search through secondary field
data.
- LLM assistant associations: Any topic type can be associated with an LLM assistant. LLM topic blocks and custom controls that are not associated with an
assistant, but are used within a topic that is associated with an LLM assistant, now display in the Topics page when filtering by the LLM
assistant.
- Now Assist in Virtual Agent guided setup entry point from Virtual Agent Designer: Selecting either Settings or Manage on the Virtual Agent Designer Topics page opens the Conversational Interfaces Guided Setup workflow.
- Assistant drop-down list: The Assistant drop-down list appears in the chat test window when testing from a single topic when the
Include topic discovery option is selected or when testing active LLM assistant topics from the Virtual Agent Topics page. When a topic is associated with just one LLM
assistant, the Assistant drop-down list defaults to that assistant name. If you have multiple assistants, select which assistant you want to work with using the
Assistant drop-down list.
- New Virtual Agent translation table: The Text Translations for Dynamic Translation [sys_cs_dynamic_translation_text] table stores copies of the translations found in the Message
[sys_ui_message] table and previously dynamically translated messages.
- Promote or demote Virtual Agent LLM topics: Organize promoted LLM topics by assigning relative order values in the Promoted Skills [sys_cs_context_profile_promoted_skill]
table.
- Topic Properties tab: Setup Topics will remain associated with an Assistant in the topic Properties tab.
- Topic creation form: Configure channels in LLM topics under Who can access this topic in the Advanced section of the Properties
tab.
- New system property
- The com.glide.cs.field.boolean.show.choice_picker system property determines whether a Boolean node or a Dynamic Choice node with a single value displays to
users whenever the Dynamic Choice node only has one single value associated.
- Conversational Analytics dashboard in Platform Analytics experience
- The Conversational Analytics dashboard in Platform Analytics experience now meets the compliance requirements of data regulated market environments, for example, Government Community Cloud (GCC). Platform Analytics provides a unified interface for visualizing multiple data sources. The dashboard contains indicators and breakdowns for rich visualizations and detailed analysis.
- Washington DC patch 4
- Beginning with Washington DC patch 4, the following features are available:
- Create a topic form: Associate LLM-enabled Topics, Setup topics, Topic blocks, Small talk topics, and Custom controls with the Now Assist in Virtual Agent LLM assistant.
- LLM topic testing: Provide feedback to the Now LLM using thumbs-up and thumbs-down controls when testing Text, Static choice list, Dynamic choice list, Boolean, Date time, and Carousel user inputs.
- Insert a header card in a Static Choice or Dynamic Choice control: Toggle the Header card switch in the Advanced properties section of the LLM-enabled Static choice list and Dynamic choice list user inputs, to add photos or YouTube videos.
- Genius Results in chat preview window: Genius Results for LLM topics show skill (topic) discovery, knowledge base (KB) articles, and catalog items in the
Analyze test phrases tab of the chat preview window.
-
Topic migration updates: On the topic migration workflow's Publish (optional) page, select the LLM topic link to be redirected to
that topic in Virtual Agent Designer through a new browser tab or window. Any edits that you make in Virtual Agent Designer are reflected in the topic migration's Publish (optional) page after
refreshing.
- Topic migration error log updates: New error messages were added to the topic migration workflow in Virtual Agent Designer and existing error messages were updated.
- NDS cards in Virtual Agent: Next Experience Design System (NDS) cards carousel now appears to requesters in the Virtual Agent whenever multiple results are found from a Genius Result. Feedback with thumbs up or thumbs down is possible on each NDS card.
- Proactive Triggers work with LLM topics: Proactive Triggers can be used with LLM topics if Now Assist in Virtual Agent is set up.
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Visa Spoke |
- Spoke actions
- Use the Visa Spoke to manage all card disputes in the VROL (Visa Resolve Online) system. With Visa Spoke actions, you can search for transactions, collaborate with merchants, manage disputes, and perform other functions with enhanced security. You can also resolve disputes, access data, and utilize
other features.
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Vulnerability Response |
- Compose a script for vulnerable items or remediation tasks in the Approval Configuration form
- Compose a script in the Approval Configurations form for vulnerable items or remediation tasks on which an approval rule must be applied.
- View list of vulnerable items in the Vulnerability Manager Workspace
- View the list of active vulnerable items in the Vulnerability Manager Workspace using the active records count next to the View by drop-down in the Host vulnerabilities tab on the Home page.
- Open active vulnerable items list in classic UI from the Vulnerability Manager Workspace
- Navigate to the Classic UI's active vulnerable items list using the View Classic link in the Host Vulnerabilities tab on the home page of the Vulnerability Manager Workspace.
- Refresh a remediation task in the Vulnerability Manager and IT Remediation Workspaces
- Refresh a remediation task (VUL#) in the Vulnerability Manager and IT Remediation Workspaces to inspected if there are any additional records that belong to a remediation task.
- Updating the risk score in the Vulnerability Manager and IT Remediation Workspaces
- Update the risk score of a vulnerable item (VIT) using the Calculate Risk Score button in the Vulnerability Manager and IT Remediation Workspaces as per vulnerability calculators.
- Setting up questionnaire for exception requests based on condition
- Configure questionnaires based on conditions for exception requests.
- Displaying records in workspaces upon clicking the links in email notifications
- When links are clicked in an email notification, records open in Vulnerability Manager Workspace or IT Remediation Workspace based on the user’s role.
- Analysing the vulnerability landscape in the Vulnerability Manager Workspace
- View an overall summary of active vulnerabilities through visual representation of risk ratings, remediation progress, assignment group workloads, and records in remediation tasks.
- Acquiring the summary of a set of vulnerabilities using filters
- Display a summary of a set of active vulnerabilities by filtering those vulnerabilities on the Home page of the Vulnerability Manager Workspace.
- Associating compensating controls with a CVE and TPE for risk reduction in the Vulnerability Manager Workspace
- Associate relevant compensating controls with a Common Vulnerability Entry (CVE) and Third-party Entry (TPE), which can be used for reducing risk in the Vulnerability Manager Workspace.
- Disabling or enabling risk reduction requests in the Vulnerability Manager Workspace
- Enable or disable risk reduction requests for vulnerabilities related to a CVE or TPE in the Vulnerability Manager Workspace.
- Using bulk edit in the Vulnerability Manager Workspace
- Perform the following tasks on multiple host vulnerable items (VITs) and remediation tasks simultaneously in the Vulnerability Manager Workspace:
- Receiving notifications on false positive and exception requests
- Receive notifications and reminders on false positive and exception requests change approval records by setting approval expiry and reminder dates on the approval rules.
- Vulnerability Crisis Management
- View timestamps to see the last assessment of the events. The Assessment tab on the workspace is visible only when the new assessments are created. View the link to major security incidents
on the Vulnerability Manager Workspace for vulnerable items.
- CISA Known Exploit Vulnerability (KEV) Integration
- Import the Common Security Advisory Framework (CSAF) format through XML/JSON file import, API calls, or advisories, and map the solutions with the related vulnerabilities.
- Cybersecurity Executive Dashboard
- Access a unified view of your organization's security landscape through the Cybersecurity Executive Dashboard, which consolidates data from various products from within the ServiceNow
Security Operations suite.
- Quick start tests for Vulnerability Response.
-
After upgrades and deployments of new applications or integrations, run quick start tests to verify that Vulnerability Response still works. If you customized Vulnerability Response, copy the quick start tests and configure them for your customizations.
- Update vulnerable items with data from last open detection (v21.1.2)
-
Update vulnerable items with the most recent and accurate data from the last open detection by setting the system property sn_vul.show_last_open_detection to true. The vulnerable items' IP
address, SSL, Port, Protocol, DNS name, NetBIOS name, and Description values are updated with the last open detection values during ingestion and the change of configuration item (CI) (Reapply of CI lookup
rule). To apply this update to the existing VITs, execute the Update Last Open Detection Value To VITs scheduled job. This ensures that the last open detection values are correctly
updated on all the existing VITs.
- Create auto-close rules (v22.0)
- Vulnerability Managers can use the advanced auto-close rule functionality to automatically close stale detections along with their corresponding vulnerable items.
- Solutions management improvements (v22.0)
- Performance improvements have been made for faster processing of non-Microsoft solutions.
- Generic framework to ingest data from any solution vendor (v22.0)
- A new generic framework has been introduced, leveraging the Common Security Advisory Framework (CSAF), to facilitate faster information exchange and processing through integrations. Leading software vendors offer
the CSAF format for describing vulnerabilities and solutions. Solution data can be imported either through file upload or API integration.
- Exclude inactive installs from Exposure Assessment (v22.0)
- A new system property, sn_vul.filter_inactive_sw_installs, has been introduced to determine whether inactive software installations should be filtered out for exposure assessment. By default, the property is enabled in the base system. When the filter is enabled, only active installations are displayed.
- Prevent detections from getting converted into vulnerable items (v22.1.2)
- The Exclusion Rule feature in Vulnerability Response enables you to filter out low-priority vulnerabilities such as informational ones during ingestion, helping prevent the creation of vulnerable items. With this feature, only critical
and high severity vulnerable items are created, thereby improving the overall performance of the product.
- Enhancements to the Unified Vulnerability Response Dashboard (v22.1.2)
- If you've created any exclusion rules, you can now access Exclusion Rule Reports on the Unified Vulnerability Response Dashboard.
- Enhanced Cybersecurity Executive Dashboard (v2.1.3)
- The Cybersecurity Executive Dashboard v2.1.3 includes the following enhancements:
- Key metrics from Governance, Risk, and Compliance (GRC) that offers a comprehensive overview of your organization's cybersecurity posture.
- Direct access to the GRC dashboard through the Cybersecurity Executive Dashboard for seamless navigation and integration of essential risk and compliance information.
- Operational Technology metrics that provide a comprehensive security perspective across both IT and OT environments, facilitating thorough risk management and monitoring.
- An enhanced user experience with an intuitive and distinguishable dashboard design that scales effectively to accommodate the evolving needs of your organization.
- Improved accuracy and reliability in metrics to ensure that the data presented in the dashboards is accurate, supporting better decision-making and strategic planning.
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Vulnerability Response Integration with Microsoft Defender for IoT (Azure) | |
Vulnerability Response integrations |
- Black Duck Vulnerability Integration 1.0
- Identify and mitigate the open-source code vulnerabilities detected by Black Duck Software Composition Analysis (SCA) tool ingested into Application Vulnerability Response to reduce the risks.
- GitHub Application Vulnerability Integration v1.1
- Import application information from your GitHub repositories with the GitHub Repos Integration. Imported data is stored in the Discovered Applications [sn_vul_app_release] table. The GitHub CodeScan and Dependabot integrations require current application data that is imported by the GitHub Repos Integration.
Enhancements to the (OAuth) authentication credentials on the GitHub Configuration page.
- Enhancements to the Veracode Vulnerability Integration v4.2
- Select Get More Details on Veracode application vulnerable items (AVITs) on the Application Vulnerable Item [sn_vul_app_vulnerable_item] table or from the list views in the Vulnerability Response Workspaces to view the following data imported from Veracode:
- HTTP Source request and Source response details for Dynamic Application Security Testing (DAST) scans are displayed on the HTTP Request/Response related list.
- Solution recommendations from Veracode are displayed on the Findings related list.
- HTTP Source request, Source response, and recommendations are displayed on the Details tab In the Vulnerability Response workspaces.
- The Description column is supported on the Application Vulnerable Item [sn_vul_app_vulnerable_item] table.
- Enhancements to Application Vulnerability Response AVIT Vulnerability Integrations
- View details such as total processing times, average times for pre- and post-integration run processes, and reports on the integration run records for the Fortify (v2.3), Invicti (v1.1), and Veracode (v4.2) Application Vulnerable Item (AVIT) Integrations.
- Leverage Exploit Prediction Scoring System (EPSS) score for vulnerability prioritization
- Enrich the NVD data in your instance to prioritize and remediate vulnerabilities by using the Exploit Prediction Scoring System (EPSS) integration to import the EPSS data that is related to common vulnerabilities and
exposures (CVEs) from FIRST.org.
- Ingest Known To Be Used in Ransomware Campaigns
- Beginning with v21.0.5 of Vulnerability Response, a new field, Known To Be Used in Ransomware Campaigns, is ingested from the Cybersecurity & Infrastructure Security Agency (CISA) Known Exploited Vulnerabilities (KEVs)
catalog.
- Generate solutions by Rapid7 InsightVM using solution_id
-
Beginning with v21.0.5 of Vulnerability Response, there’s an update in the solution creation process for Rapid7 InsightVM. Previously, solutions were generated based on the information provided in the solution_summary, solution_fix, and
solution_type fields. However, with this update, Rapid7 InsightVM utilizes the solution_id sent by the scanner to create solutions even if the solution_summary, solution_fix, or solution_type fields are empty.
|
Workflow Studio |
- Decision Builder
- Access Decision Builder from Workflow Studio. Use Decision Builder to create and maintain decision rules.
- Flow Designer
- Access Flow Designer from Workflow Studio. Use Flow Designer to build multi-step flows from reusable components without having to code.
- Integration Hub Connections dashboard
- Access the Integration Hub Connections dashboard from Workflow Studio. Use the Integration Hub Connections dashboard to view and configure your connection and credential aliases through a simplified interface.
- Playbooks
- Access Playbooks from Workflow Studio. Use Playbooks to author cross-enterprise workflows and create a single, unified process.
|
Workforce Optimization for Customer Service |
- Performance metrics for voice channel
- Monitor and manage the health of voice queues. Integration of Amazon Connect with Workforce Optimization for Customer Service enables managers to monitor agent and queue performance of voice channel in real time.
- Performance metrics for conversational channels
- Monitor and manage the health of customer service on consumer messaging channels including WhatsApp, Facebook, LINE, and SMS. These performance metrics are visible in Channel Management.
- Integrating Microsoft Outlook with Workforce Optimization for Customer Service
- Synchronize the Workforce Optimization for Customer Service team calendar with Microsoft Outlook so managers and agents can view their schedules and events on Microsoft Outlook.
- Agent shift sign up
- Agents are notified when the schedule plan available for sign up is approaching its due date. Agents can indicate their preference for shifts within a schedule plan.
|
Workforce Optimization for ITSM | |
Workspace | |
Zing text indexing and search engine |
- Enable indexing of text in multi-row variable sets
- Expand global search recall to include catalog items with content defined in your Service Catalog multi-row variable sets. Configure a system property to make Zing index content from multi-row variable sets for display in global search results.
|
) on the Live escalation tracking page to view who has delegated the escalation.