Contents Now Platform Capabilities Previous Topic Next Topic Now Platform Capabilities Subscribe Log in to subscribe to topics and get notified when content changes. ... SAVE AS PDF Selected Topic Topic & Subtopics All Topics in Contents Share Now Platform Capabilities Expand the services your system of action delivers with Now Platform capabilities. Activate and configure these optional features to create custom business logic, manage and secure data, and build alternate user interfaces. Watch this six-minute video for a technical overview of the Now Platform architecture.<span>This video introduces the concepts of application platform as a service (aPaaS), system of action, enterprise cloud, multi-instance architecture, availability and redundancy, backups and security, and domain separation. </span> Advanced Work AssignmentUse the ServiceNow®Advanced Work Assignment (AWA) feature to automatically assign work items to your agents, based on their availability, capacity, and optionally, skills. AWA pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Agents see their assignments in their Agent Workspace inbox.Agent IntelligenceAgent Intelligence is a platform function that provides a layer of artificial intelligence (AI) that empowers features and capabilities across ServiceNow applications to provide better work experiences.Agent WorkspaceAgent Workspace is a configurable service desk application that provides an integrated and intuitive user experience enabling agents to be more efficient. Configuration Management Database (CMDB) Database (CMDB)With the ServiceNow® Configuration Management Database (CMDB) Database (CMDB) application, build logical representations of assets, services, and the relationships between them that comprise the infrastructure of your organization. Details about these components are stored in the configuration management database (CMDB) which you can use to monitor the infrastructure, helping ensure integrity, stability, and continuous service operation.Dependency ViewsServiceNow® Dependency Views graphically displays an infrastructure view for a configuration item (CI) and the application or business services that it is part of and that it supports. Dependency Views indicates the status of its configuration items, and allows access to CIs related alerts, incidents, problems, changes, and services.ComplianceCompliance is a tool set that enables administrators to certify ServiceNow data for correctness and fix any discrepancies found in the data.Data CertificationData Certification manages scheduled and on-demand validations of the configuration management database (CMDB) data.Content Management SystemThe Content Management System (CMS) is a ServiceNow application that primarily enables users to create a custom interface for the ServiceNow platform and ServiceNow applications.Credentials and connection informationCredentials and connection information are required to gain access to a computer or network device for Discovery, Service Mapping, and Cloud Management or to perform work using Orchestration. When adding content to Share or AppStore, you can configure connections and credentials relevant to your environment without modifying built content.Using decision tables to solve complex problemsUse decision tables to help you resolve a complex decision that depends on multiple factors. Edge EncryptionServiceNow® Edge Encryption™ encrypts sensitive data on your company premises before sending it over the Internet to your ServiceNow instance (encrypted in flight), where it remains encrypted at rest.Flow DesignerFlow Designer is a Now Platform® feature that enables rich process automation capabilities in a consolidated design environment. It enables process owners to use natural language to automate approvals, tasks, notifications, and record operations without having to code.IntegrationHubAutomate integration tasks using ServiceNow-built components for Flow Designer, or develop custom integrations. Requires a separate subscription.Interaction ManagementInteractions are a centralized location for all communication channels in the platform. Each interaction represents a request for assistance through a given channel, for example, a call or a chat. Knowledge ManagementThe ServiceNow® Knowledge Management (KM) application enables the sharing of information in knowledge bases. These knowledge bases contain articles that provide users with information such as self-help, troubleshooting, and task resolution.Legacy: ChatChat is deprecated in the Istanbul release. Legacy NotifyLegacy Notify enables organizations with a Twilio account to send notifications using text and voice messages.Live FeedLive Feed is a social IT application that provides a place to post and share content in a ServiceNow instance. Managed DocumentsUse the ServiceNow® Managed Documents application to control electronic documents within your instance.MetricBase applicationUse the MetricBase application to collect, retain, analyze, and visualize time series data on the Now Platform.MID ServerThe ServiceNow® MID Server application facilitates communication and movement of data between the platform and external applications, data sources, and services.NotificationsNotifications keep users informed of events that concern them. The system can notify users by email, SMS text message, or push notification.NotifyNotify provides support for SMS and voice channels on the ServiceNow platform for communicating internally with team members and externally with customers and contractors. OrchestrationServiceNow® Orchestration extends the workflow engine to manage processes and to automate things outside of a ServiceNow instance. Password Reset applicationThe ServiceNow® Password Reset application enables an end user to use a self-service process to reset or change the password. Alternatively, your organization can implement a process that requires a service desk agent to reset passwords for end users.Response templatesResolve cases faster and more efficiently with response templates. Response templates (formerly known as templated snippets) are reusable messages that can be copied to case or task forms to provide quick and consistent messages to users. For example, a response template for payroll discrepancy cases enables HR agents to use a standardized message when responding to that case type.Self-serviceThe Self-Service application gives supported end users a clean, simple front end to their IT support organization.Service administrationConfigure settings for services that support business applications or the platform.Service PortalService Portal is a portal framework that allows administrators to build a mobile-friendly self service experience for users. It interacts with parts of the ServiceNow platform, so users can access specific platform features using Service Portal. It is an alternative to the Content Management System(CMS) based on more modern technologies.Subscription ManagementWith the ServiceNow® Subscription Management application, review and manage how your ServiceNow subscriptions are used on your production instance. Subscriptions are downloaded to production instances only and not to development or QA instances.Survey ManagementWith the ServiceNow® Survey Management application you can create, send, and collect responses for basic surveys. If installed, you can also use the Survey widget to set up a survey within Service Portal.Task Communications ManagementTask Communications Management (TCM) provides a framework for defining and managing a communication process for any entity that extends the task table. Task Communications Management helps you to streamline the process by creating designated plans for effective communication during an event. Timeline VisualizationsA timeline visualization is a representation of an organization's activities over time.Virtual AgentServiceNow® Virtual Agent is a conversational bot platform for providing user assistance through conversations within a messaging interface. Use Virtual Agent to build bots and design bot conversations that help your users quickly obtain information, make decisions, and perform common work tasks.WorkflowWorkflow provides a drag-and-drop interface for automating multi-step processes across the platform. Each workflow consists of a sequence of activities, such as generating records, notifying users of pending approvals, or running scripts. The graphical Workflow Editor represents workflows visually as a type of flowchart. It shows activities as boxes labeled with information about that activity and transitions from one activity to the next as lines connecting the boxes. On this page Send Feedback Previous Topic Next Topic
Now Platform Capabilities Expand the services your system of action delivers with Now Platform capabilities. Activate and configure these optional features to create custom business logic, manage and secure data, and build alternate user interfaces. Watch this six-minute video for a technical overview of the Now Platform architecture.<span>This video introduces the concepts of application platform as a service (aPaaS), system of action, enterprise cloud, multi-instance architecture, availability and redundancy, backups and security, and domain separation. </span> Advanced Work AssignmentUse the ServiceNow®Advanced Work Assignment (AWA) feature to automatically assign work items to your agents, based on their availability, capacity, and optionally, skills. AWA pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Agents see their assignments in their Agent Workspace inbox.Agent IntelligenceAgent Intelligence is a platform function that provides a layer of artificial intelligence (AI) that empowers features and capabilities across ServiceNow applications to provide better work experiences.Agent WorkspaceAgent Workspace is a configurable service desk application that provides an integrated and intuitive user experience enabling agents to be more efficient. Configuration Management Database (CMDB) Database (CMDB)With the ServiceNow® Configuration Management Database (CMDB) Database (CMDB) application, build logical representations of assets, services, and the relationships between them that comprise the infrastructure of your organization. Details about these components are stored in the configuration management database (CMDB) which you can use to monitor the infrastructure, helping ensure integrity, stability, and continuous service operation.Dependency ViewsServiceNow® Dependency Views graphically displays an infrastructure view for a configuration item (CI) and the application or business services that it is part of and that it supports. Dependency Views indicates the status of its configuration items, and allows access to CIs related alerts, incidents, problems, changes, and services.ComplianceCompliance is a tool set that enables administrators to certify ServiceNow data for correctness and fix any discrepancies found in the data.Data CertificationData Certification manages scheduled and on-demand validations of the configuration management database (CMDB) data.Content Management SystemThe Content Management System (CMS) is a ServiceNow application that primarily enables users to create a custom interface for the ServiceNow platform and ServiceNow applications.Credentials and connection informationCredentials and connection information are required to gain access to a computer or network device for Discovery, Service Mapping, and Cloud Management or to perform work using Orchestration. When adding content to Share or AppStore, you can configure connections and credentials relevant to your environment without modifying built content.Using decision tables to solve complex problemsUse decision tables to help you resolve a complex decision that depends on multiple factors. Edge EncryptionServiceNow® Edge Encryption™ encrypts sensitive data on your company premises before sending it over the Internet to your ServiceNow instance (encrypted in flight), where it remains encrypted at rest.Flow DesignerFlow Designer is a Now Platform® feature that enables rich process automation capabilities in a consolidated design environment. It enables process owners to use natural language to automate approvals, tasks, notifications, and record operations without having to code.IntegrationHubAutomate integration tasks using ServiceNow-built components for Flow Designer, or develop custom integrations. Requires a separate subscription.Interaction ManagementInteractions are a centralized location for all communication channels in the platform. Each interaction represents a request for assistance through a given channel, for example, a call or a chat. Knowledge ManagementThe ServiceNow® Knowledge Management (KM) application enables the sharing of information in knowledge bases. These knowledge bases contain articles that provide users with information such as self-help, troubleshooting, and task resolution.Legacy: ChatChat is deprecated in the Istanbul release. Legacy NotifyLegacy Notify enables organizations with a Twilio account to send notifications using text and voice messages.Live FeedLive Feed is a social IT application that provides a place to post and share content in a ServiceNow instance. Managed DocumentsUse the ServiceNow® Managed Documents application to control electronic documents within your instance.MetricBase applicationUse the MetricBase application to collect, retain, analyze, and visualize time series data on the Now Platform.MID ServerThe ServiceNow® MID Server application facilitates communication and movement of data between the platform and external applications, data sources, and services.NotificationsNotifications keep users informed of events that concern them. The system can notify users by email, SMS text message, or push notification.NotifyNotify provides support for SMS and voice channels on the ServiceNow platform for communicating internally with team members and externally with customers and contractors. OrchestrationServiceNow® Orchestration extends the workflow engine to manage processes and to automate things outside of a ServiceNow instance. Password Reset applicationThe ServiceNow® Password Reset application enables an end user to use a self-service process to reset or change the password. Alternatively, your organization can implement a process that requires a service desk agent to reset passwords for end users.Response templatesResolve cases faster and more efficiently with response templates. Response templates (formerly known as templated snippets) are reusable messages that can be copied to case or task forms to provide quick and consistent messages to users. For example, a response template for payroll discrepancy cases enables HR agents to use a standardized message when responding to that case type.Self-serviceThe Self-Service application gives supported end users a clean, simple front end to their IT support organization.Service administrationConfigure settings for services that support business applications or the platform.Service PortalService Portal is a portal framework that allows administrators to build a mobile-friendly self service experience for users. It interacts with parts of the ServiceNow platform, so users can access specific platform features using Service Portal. It is an alternative to the Content Management System(CMS) based on more modern technologies.Subscription ManagementWith the ServiceNow® Subscription Management application, review and manage how your ServiceNow subscriptions are used on your production instance. Subscriptions are downloaded to production instances only and not to development or QA instances.Survey ManagementWith the ServiceNow® Survey Management application you can create, send, and collect responses for basic surveys. If installed, you can also use the Survey widget to set up a survey within Service Portal.Task Communications ManagementTask Communications Management (TCM) provides a framework for defining and managing a communication process for any entity that extends the task table. Task Communications Management helps you to streamline the process by creating designated plans for effective communication during an event. Timeline VisualizationsA timeline visualization is a representation of an organization's activities over time.Virtual AgentServiceNow® Virtual Agent is a conversational bot platform for providing user assistance through conversations within a messaging interface. Use Virtual Agent to build bots and design bot conversations that help your users quickly obtain information, make decisions, and perform common work tasks.WorkflowWorkflow provides a drag-and-drop interface for automating multi-step processes across the platform. Each workflow consists of a sequence of activities, such as generating records, notifying users of pending approvals, or running scripts. The graphical Workflow Editor represents workflows visually as a type of flowchart. It shows activities as boxes labeled with information about that activity and transitions from one activity to the next as lines connecting the boxes.
Now Platform Capabilities Expand the services your system of action delivers with Now Platform capabilities. Activate and configure these optional features to create custom business logic, manage and secure data, and build alternate user interfaces. Watch this six-minute video for a technical overview of the Now Platform architecture.<span>This video introduces the concepts of application platform as a service (aPaaS), system of action, enterprise cloud, multi-instance architecture, availability and redundancy, backups and security, and domain separation. </span> Advanced Work AssignmentUse the ServiceNow®Advanced Work Assignment (AWA) feature to automatically assign work items to your agents, based on their availability, capacity, and optionally, skills. AWA pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Agents see their assignments in their Agent Workspace inbox.Agent IntelligenceAgent Intelligence is a platform function that provides a layer of artificial intelligence (AI) that empowers features and capabilities across ServiceNow applications to provide better work experiences.Agent WorkspaceAgent Workspace is a configurable service desk application that provides an integrated and intuitive user experience enabling agents to be more efficient. Configuration Management Database (CMDB) Database (CMDB)With the ServiceNow® Configuration Management Database (CMDB) Database (CMDB) application, build logical representations of assets, services, and the relationships between them that comprise the infrastructure of your organization. Details about these components are stored in the configuration management database (CMDB) which you can use to monitor the infrastructure, helping ensure integrity, stability, and continuous service operation.Dependency ViewsServiceNow® Dependency Views graphically displays an infrastructure view for a configuration item (CI) and the application or business services that it is part of and that it supports. Dependency Views indicates the status of its configuration items, and allows access to CIs related alerts, incidents, problems, changes, and services.ComplianceCompliance is a tool set that enables administrators to certify ServiceNow data for correctness and fix any discrepancies found in the data.Data CertificationData Certification manages scheduled and on-demand validations of the configuration management database (CMDB) data.Content Management SystemThe Content Management System (CMS) is a ServiceNow application that primarily enables users to create a custom interface for the ServiceNow platform and ServiceNow applications.Credentials and connection informationCredentials and connection information are required to gain access to a computer or network device for Discovery, Service Mapping, and Cloud Management or to perform work using Orchestration. When adding content to Share or AppStore, you can configure connections and credentials relevant to your environment without modifying built content.Using decision tables to solve complex problemsUse decision tables to help you resolve a complex decision that depends on multiple factors. Edge EncryptionServiceNow® Edge Encryption™ encrypts sensitive data on your company premises before sending it over the Internet to your ServiceNow instance (encrypted in flight), where it remains encrypted at rest.Flow DesignerFlow Designer is a Now Platform® feature that enables rich process automation capabilities in a consolidated design environment. It enables process owners to use natural language to automate approvals, tasks, notifications, and record operations without having to code.IntegrationHubAutomate integration tasks using ServiceNow-built components for Flow Designer, or develop custom integrations. Requires a separate subscription.Interaction ManagementInteractions are a centralized location for all communication channels in the platform. Each interaction represents a request for assistance through a given channel, for example, a call or a chat. Knowledge ManagementThe ServiceNow® Knowledge Management (KM) application enables the sharing of information in knowledge bases. These knowledge bases contain articles that provide users with information such as self-help, troubleshooting, and task resolution.Legacy: ChatChat is deprecated in the Istanbul release. Legacy NotifyLegacy Notify enables organizations with a Twilio account to send notifications using text and voice messages.Live FeedLive Feed is a social IT application that provides a place to post and share content in a ServiceNow instance. Managed DocumentsUse the ServiceNow® Managed Documents application to control electronic documents within your instance.MetricBase applicationUse the MetricBase application to collect, retain, analyze, and visualize time series data on the Now Platform.MID ServerThe ServiceNow® MID Server application facilitates communication and movement of data between the platform and external applications, data sources, and services.NotificationsNotifications keep users informed of events that concern them. The system can notify users by email, SMS text message, or push notification.NotifyNotify provides support for SMS and voice channels on the ServiceNow platform for communicating internally with team members and externally with customers and contractors. OrchestrationServiceNow® Orchestration extends the workflow engine to manage processes and to automate things outside of a ServiceNow instance. Password Reset applicationThe ServiceNow® Password Reset application enables an end user to use a self-service process to reset or change the password. Alternatively, your organization can implement a process that requires a service desk agent to reset passwords for end users.Response templatesResolve cases faster and more efficiently with response templates. Response templates (formerly known as templated snippets) are reusable messages that can be copied to case or task forms to provide quick and consistent messages to users. For example, a response template for payroll discrepancy cases enables HR agents to use a standardized message when responding to that case type.Self-serviceThe Self-Service application gives supported end users a clean, simple front end to their IT support organization.Service administrationConfigure settings for services that support business applications or the platform.Service PortalService Portal is a portal framework that allows administrators to build a mobile-friendly self service experience for users. It interacts with parts of the ServiceNow platform, so users can access specific platform features using Service Portal. It is an alternative to the Content Management System(CMS) based on more modern technologies.Subscription ManagementWith the ServiceNow® Subscription Management application, review and manage how your ServiceNow subscriptions are used on your production instance. Subscriptions are downloaded to production instances only and not to development or QA instances.Survey ManagementWith the ServiceNow® Survey Management application you can create, send, and collect responses for basic surveys. If installed, you can also use the Survey widget to set up a survey within Service Portal.Task Communications ManagementTask Communications Management (TCM) provides a framework for defining and managing a communication process for any entity that extends the task table. Task Communications Management helps you to streamline the process by creating designated plans for effective communication during an event. Timeline VisualizationsA timeline visualization is a representation of an organization's activities over time.Virtual AgentServiceNow® Virtual Agent is a conversational bot platform for providing user assistance through conversations within a messaging interface. Use Virtual Agent to build bots and design bot conversations that help your users quickly obtain information, make decisions, and perform common work tasks.WorkflowWorkflow provides a drag-and-drop interface for automating multi-step processes across the platform. Each workflow consists of a sequence of activities, such as generating records, notifying users of pending approvals, or running scripts. The graphical Workflow Editor represents workflows visually as a type of flowchart. It shows activities as boxes labeled with information about that activity and transitions from one activity to the next as lines connecting the boxes.
