Highlights for all Xanadu features and products

Cumulative release notes summary on highlights of Xanadu features and products.

Review the product highlights to learn what's new in Xanadu.

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AI Search

Xanadu Patch 3:
  • Expand search recall by indexing content from knowledge blocks.
Xanadu:
  • Surface information across multiple CMDB tables with NLQ Genius Results.
  • Increase search precision for Japanese phrases that include nakaguro (中黒, middle dot) characters.
  • Scroll through multiple Genius Result answer cards in a carousel to select the most actionable answer for your question.

See AI Search for more information.

API

  • Use server-side JavaScript APIs in scripts to change the application functionality.
  • Run client APIs whenever a client-based event occurs, such as when a form loads, a form is submitted, or a field value changes.
  • Use inbound REST APIs to interact with various ServiceNow functionalities within your application.

See API implementation and reference for more information.

Access Management

  • Fine-tune your access control with the new Deny-Unless ACL and query operators.
  • Enhance ACL security with a new default denial behavior.
  • Identify and fix empty or misconfigured ACLs with new ACL creation rules.

See Access Control List Rules for more information.

Account Lifecycle Events

  • Improve customer experience with process-based playbooks for onboarding cases.
  • View onboarding cases and case tasks on the Customer Service Portal.
  • Improve data capture and validation with the Data Import Builder and Data Validation Assist features.
  • Define and measure business outcomes with documented success plans to promote value.
  • Create customer engagements and monitor their health and evaluate progress.

See Account Lifecycle Events for more information.

Accounts Payable Operations

  • Provides support for tax compliance.
  • Enables tax managers or tax specialists to create, edit, and update tax types and tax codes.
  • Validate supplier taxes and ensure tax regulatory compliance with added tax-related exceptions.
  • Check for invoices configured with Tax variance tolerance rules through the exception engine.
  • Allocate invoice cost across various business functions using the invoice cost allocation feature, which increases the accuracy of financial reporting and informs strategic decision-making.

Adoption Services

  • Experience the new UI and features available in the Guided Setup builder powered by Playbooks.
  • Use the new Guided Setup player process, which is powered by Playbooks and provides a more streamlined experience and enhanced UI.

See Adoption services for more information.

Advanced Risk

  • Create multidimensional entities by combining two or more entities from different entity classes and manage risks and controls for such composite entities.
  • Perform assessment on multiple risks and controls by creating a risk assessment project.
  • Use a uniform workflow for all types of risk response strategies, enable dynamic approvals using GRC: Approver Configurator, and create multiple strategies with various action items for each risk response plan.
  • Link the open risk response tasks or copy the tasks along with the risk response strategy from the previous assessment when reassessing the risk.
  • Create an issue or link an existing open issue as an outcome of the risk assessment.
  • Respond to risk identification questionnaires with an improved user experience using Smart Assessment Engine.
  • Reopen closed risk events to identify and address overlooked or underestimated risks, updating existing risk events instead of creating new risk events.

See Advanced Risk Assessment for more information.

Advanced Work Assignment

  • Enable Advanced Work Assignment integration with third-party providers with the External Routing feature.
  • Migrate the Advanced Work Assignment dashboards to Next Experience.
  • Defined the External Routing Test Tools plugin (com.glide.awa.external.test_tools) with a simple external routing ATF-based test implementation.

See Advanced Work Assignment for more information.

Agent Chat

Trigger Now Assist to generate a recommended response while interacting with users in Agent Chat.

See Agent Chat for more information.

Agent Client Collector

  • Ensure secure agent connections by adding a self-signed certificate.
  • Enhance check functionality by using expanded Linux and Windows checks, enabling you to gather additional information on your Linux and Windows servers.
  • Upgrade the Cloud Native Operations for Visibility Informer from the ServiceNow instance.
  • Store Instance credentials in the Microsoft Azure Vault when Informer uses Azure Kubernetes Engine (AKS).
  • Enjoy multi-architecture support for docker image.

See Agent Client Collector for more information.

Agent Workspace for HR Case Management

  • Minimize case transfers and improve agent efficiency by viewing HR service descriptions during case creation.
  • View recently updated cases in list view.
  • Enable agents to quickly respond to HR tasks using response templates.
  • Enable HR agents to expedite services by creating decision trees.
  • Support claims in Employee Relations cases by uploading attachments in personal notes.
  • Benefit from accessibility improvements to create a configurable workspace that supports Web Content Accessibility Guidelines (WCAG) 2.1 Level AA conformance.

See Agent Workspace for HR Case Management (Configurable) for more information.

Agent experience for CSM

  • Expand and collapse the header in the Compose Email modeless dialog to edit address fields or increase your working space in the email body.
  • Use icons to quickly access email tools such as applying a template or adding an attachment.
  • Open the Compose Email modeless dialog with the last saved email draft.

See CSM Configurable Workspace for more information.

Analytics, Intelligence, and Reporting

  • Core UI Reporting and Dashboards functionality deprecated in the Xanadu release
  • Several enhancements made for accessibility

App Engine Studio

  • Give users permission to work in AES or Creator Studio by assigning roles during the intake request review process in AEMC.
  • Govern which AES and Creator Studio groups show as active by managing records on the User Group Permission Types [sn_app_intake_permission_type] table.
  • Test AEMC on a non-production instance to ensure everything works as expected before moving to production.
  • As of Xanadu Store Release 2, open an application in ServiceNow Studio directly from App Engine Studio.

See Build apps using App Engine Studio for more information.

Application Manager

  • Use the improved search bar with added recommendations to locate your results.
  • The search bar displays a message if your result isn't available in the tab you have selected.

See Application Manager for more information.

Application Vulnerability Response

  • Reevaluate the risk score, assignments, remediation target date, exceptions, and remediation task for a specific set of application vulnerable items in the Vulnerability Manager Workspace.
  • Integrate with supported third-party scanners to import vulnerability data.
  • Compare application vulnerability-related data and determine if application vulnerabilities are found in an application.
  • Prioritize, remediate, and manage application vulnerable items (AVI)s. Each application vulnerability represents a vulnerability entry in the CWE or third-party libraries.
  • Identify the components used in your organization's applications and determine your potential exposure to risks associated with using open-source software from Software Bill of Materials (SBOM) files that you upload into your instance.

See Application Vulnerability Response for more information.

Assessments and Surveys

  • View the user responses only for active questions.

See Exploring Assessments and Surveys for more information.

Audit Management

  • Manage your documents and work papers in Audit Management as cloud files.
  • Link cloud files to any GRC record and share a single cloud file with multiple records.
  • Upload documents from your local computer as cloud files and link them to any record in ServiceNow.
  • Use the lite roles introduced in Audit Management for lighter business operations.

See Audit Management for more information.

Authentication

  • Use the FIDO2 authenticator, passkeys, biometric authenticators, and hardware security keys as multi-factor authentication (MFA) factors without requiring an authenticator app setup.

See Authentication for more information.

Benchmarks

Experience the all-new KPI in the self-solved deflections category of ITSM Benchmarks to help resolve the digital issues encountered by users on a daily basis.

See Benchmarks for more information.

Business Continuity Management

  • Review the types, relationships, and sources of relationships for an asset through updated plan records.
  • Access the most current information on the dependencies that are related to the Business Impact Analysis (BIA), plans, or events.
  • Manage and assess the recovery tasks that are listed within your plan. You can organize the tasks by their dependencies.

See Business Continuity Management for more information.

Case and Knowledge Management

  • Use the new HR guided setup that supports domain separation at the global and at the parent or child levels.
  • HR Document Templates is being deprecated and is no longer available for use. You can use the ServiceNow Document Templates application instead of HR Document Templates.

See Case and Knowledge Management for more information.

Case management for CSM

  • Create pages and page variants that contain horizontal or vertical playbooks by using playbook templates.
  • Use playbook record pages in CSM Configurable Workspace to guide users through the stages and activities of a playbook and resolve cases.
  • Identify common inefficiencies in customer operations by using process mining definitions.

See Case management for Customer Service Management for more information.

Clone Admin Console

  • Use a new backup when you’re backing up the Clone Admin Console to make the backup go more quickly.
  • View the Clone preserver guidance added to the Create a clone form to understand how to use Clone preservers.
  • Clone related queries now go through ACLs. Custom clone flows should be tested.

See Clone Admin Console for more information.

Cloud Cost Management 8.0.0

  • Easily diagnose and rectify issues in Cloud Cost Management implementations.
  • View the spend details of your AI resources through a Machine Learning service category.

See Cloud Cost Management for more information.

Collaborative Work Management

  • Reduce manual effort by creating Boards and Docs from templates.
  • Save Board display preferences and switch between Board views based on the audience and purpose.
  • Track and manage all your assigned work from a single view called My Work.
  • Create automations on the Assigned to column or other custom columns of type People.
  • Save time and avoid manual copying of information with the ability to duplicate CWM Boards and Docs.

See Collaborative Work Management for more information.

Common Governance, Risk, and Compliance feature

  • Group issues within your workspaces to organize and manage related issues, and streamline the issue grouping process with the confidentiality and inheritance enhancements.
  • Select an existing standalone issue to serve as the parent for other related issues during issue grouping.
  • Track license consumption across different product families using the GRC Licensing Overview dashboard.
  • Use the new GRC Employee role to report or request GRC workflows, and read and acknowledge policies from the Employee Center (Only applicable to customers who are entitled to and have installed the GRC Employee User application).
  • Read and approve audits, and read audit related tables with the enhanced Lite Operator changes.

See Governance, Risk, and Compliance for more information.

Compliance Case Management

  • Establish a centralized library of agencies for identifying the relevant regulatory authorities that are responsible for overseeing particular industries or sectors within each jurisdiction. The centralized library consolidates all regulatory communications via emails and implements the notification rules for data privacy or security breaches for the reported compliance cases.
  • Auto-calculate the notification dates for the reported compliance cases.
  • Monitor and access your compliance cases by the subtype classification through a new graphical chart.
  • Enable your compliance analysts to access a homepage so that your compliance analysts can manage reported compliance cases or requests.

See Compliance Case Management for more information.

Configuration Compliance

  • Reevaluate the risk score, assignments, remediation target date, exceptions, and remediation task for a set of test results in Vulnerability Manager Workspace.
  • View the percentage of CI compliance and test results compliance on a Test Group in Vulnerability Manager Workspace.

See Configuration Compliance for more information.

Configuration Management Database (CMDB)

  • Configuring and using CMDB Health has been streamlined by useful analytic data having been simplified and some concepts such as overall health scores having been removed.
  • New filtering options for the Coverage charts on the CMDB 360 dashboard help you better manage the performance associated with calculating those charts, while limiting analysis to only those classes that you're interested in.
  • Limit the performance impact of CSDM and the CMDB Data Foundations Dashboards by configuring performance settings for some metrics to limit their performance impact, such as triggering the system to automatically deactivate metrics such as CIs Processed via IRE and Business Application with Application Service Relationship.
  • The CMDB Health dashboard is now implemented with the Next Experience user interface in the CMDB Workspace.
  • Help maintain the integrity of the CMDB and avoid unnecessary creation of duplicate CIs by setting the Search On Table field in an identification rule to one of the parent classes of the current class.
  • The ServiceNow® Now Assist for CMDB application brings generative AI to CMDB. Now Assist for CMDB is a new application in the Xanadu release.
  • The ServiceNow® Now Assist for Service Graph Connectors (SGC) application brings in generative AI capabilities to resolve issues within Service Graph Connector. Now Assist for SGC is a new application in the Xanadu release.

See Configuration Management for more information.

Container Vulnerability Response

  • Reevaluate the risk score, assignments, remediation target date, exceptions, and remediation task for a specific set of container vulnerable items in Vulnerability Manager Workspace.

See Container Vulnerability Response for more information.

Continuous Authorization and Monitoring

  • Use the added features in the CAM Workspace to help streamline your work and have an efficient end-to-end user experience.
  • Export System Security Plan (SSP) files in the OSCAL format, which includes models like Catalog, Profile, and SSP.
  • Use the lite roles introduced in CAM for lighter business operations.
  • Group similar controls into a family-related and club-related to help identify and understand the controls.

See Continuous Authorization and Monitoring for more information.

Core Now Platform

  • Use ECMAScript 2021 (ES12) features in any server-side script.
  • The TinyMCE upgrade from V4 to V6.8.2 includes enhanced formatting options and editing, as well as extended functions to enable users to format their content to better suit their needs.
  • Capture multiple attributes and their values in a single column instead of adding new columns to a table.
  • Experience the new Automatic Jobs Scheduling feature with rollback and configuration retrieval abilities for events processing.

See Administer the Now Platform for more information.

Creator Studio

  • Associate a topic with a form to appear in Employee Center
  • Use questions as automation triggers
  • Add dynamic behavior to forms based on user responses
  • Implement custom activities for automated playbooks
  • Automate sending emails in a process
  • Add question sets curated by your admin to a form

See Creator Studio: Creating applications without writing code for more information.

Customer Contracts and Entitlements

  • Track covered products through the contract records, enabling easier modifications and clearer insight into coverage specifics.
  • Create a single contract from an order with multiple contract offerings.
  • Create quotes for contract renewal or modification.

See Customer Contracts and Entitlements for more information.

Data Management

  • Define and access all the data management rules for a table from the data management policy page.
  • Create multiple archive rules for a table.
  • Access and configure the destroy rules for deleting archived records from the data management policy page.
  • Delete older records at scale with improved performance using the table cleaner.
  • View a summary of storage consumption on your instance.

See Data Management for more information.

Data Privacy

  • Navigate an improved Data Privacy and Data Discovery UI in Next Experience dashboards.
  • Discover and anonymize sensitive data as it's entered with the real-time anonymization policy.
  • Anonymize and discover journal fields with expanded support and an increased data pattern regular expression limit of up to 1000 characters.

See Platform Privacy for more information.

Data management for CSM

  • Enable your agents to get visibility into the business locations that they support by using the inter-organization support functionality.
  • Enhance the adoption of the service organization data model by unparenting service organizations from the company table.
  • Use the Provider Service Organization information of a sold product to enable agents to create cases.

See Data management for Customer Service Management for more information.

Decision tables in Workflow Studio

  • Create a decision table inline while authoring a flow or subflow in Workflow Studio.
  • Use decision tables directly in your playbooks in Workflow Studio. Add the Make a Decision - First Match activity with inputs from your playbook to manage complex decisions.
  • In large decision tables, scroll within the table to see more rows.
  • Rank the order in which decision rows are read in your table, and reorder rows as needed.

See Exploring decision tables for more information.

DevOps Change Velocity

  • Leverage DevOps data for change automation by configuring Change Management features from the Service Operations Workspace Admin Center.
  • Benefit from accessibility improvements to create a configurable workspace that supports Web Content Accessibility Guidelines (WCAG) 2.1 Level AA conformance.

See DevOps Change Velocity for more information.

Digital End-User Experience

  • Monitor and analyze performance metrics seamlessly through comprehensive visibility of applications, networks, and end-user devices.
  • Detect and resolve potential problems before they affect end users through DEX alerts and insights.
  • Proactively engage your users and resolve issues they might face.
  • Resolve the issues that your users face with actions available in list of predefined issue resolutions called Action library.

See Digital End-User Experience for more information.

Digital Portfolio Management

  • Introduced the DPM Admin Center to set up the DPM Workspace. The Admin Center includes workflows to identify and set up business and technical services, business applications, and application services. The DPM Admin Center includes guided steps, prompts, and links to solutions and helpful resources.
  • Replaced the custom DPM relationship map with the ServiceNow platform Unified Map to provide a more holistic view of service and application relationships.
  • Updated the key performance indicator (KPI) functionality.
    • Added descriptive KPI tooltips to clarify the indicator data.
    • Set the system property KPI latest score to true for new and zBoot customers.
  • Updated the configuration options for the Needs attention panels.
    • Added problem (PRB) records to the Needs attention attributes.
    • Updated the team logic in the DPM Contacts tab in the Needs attention panel.
  • Benefit from accessibility improvements to create a configurable workspace that supports Web Content Accessibility Guidelines (WCAG) 2.1 Level AA conformance.

See Digital Portfolio Management for more information.

Dispute Content Pack for US Regulations

  • Streamlines the tracking and management of dispute cases.
  • Complies with US Regulations such as Regulation E (Reg E) and Regulation Z (Reg Z).
  • Incorporate Service Level Agreement (SLA) definitions to help issuers monitor deadlines and take actions.

See Dispute Content Pack for US Regulations for more information.

Dispute Rules Content Pack for Mastercard

  • Run chargeback eligibility rules based on Mastercard rules.
  • Determine the chargeback eligibility for Mastercard transactions by using the provided decision tables. The eligibility is based on the reason code, intake responses, and transaction data from the dispute.

See Dispute Rules Content Pack for Mastercard for more information.

Dispute Rules Content Pack for Visa

  • Optimize the chargeback process by identifying eligibility immediately, prior to submitting the dispute to the card payment network.
  • Avoid penalties by identifying ineligible transactions that are based on the reason code and transaction data.

See Dispute Rules Content Pack for Visa for more information.

Document Intelligence

  • Extract information from contract documents by using Now Assist in Document Intelligence.
  • Extract the data from single fields by using the Draw tool to select a document area and extract the information.
  • Standardize the extracted data by determining how to interpret ambiguous field values and by matching extracted values with data in a referenced table.
  • Process documents that are written in Simplified Chinese or Japanese.
  • Monitor your Document Intelligence implementation with improved dashboard charts.

See Document Intelligence for more information.

Document Services

  • Extend collaboration and improve user experience with the integration of Document Management with external cloud providers, such as Microsoft OneDrive, Google Drive, and Microsoft SharePoint.
  • Increase collaboration with management of Google Docs files on Google Drive.
  • Control sensitive information with data redaction within a document.

See Document Services for more information.

Document Templates

Record the date when a participant signs a PDF document using the Signature date capability in the PDF document template.

See Document Templates for more information.

Dynamic Translation

  • Using Exclusion Framework, prevent certain words such as product names from being machine translated.
  • The IBM Watson Translator Service Spoke has been withdrawn and is no longer available.
  • The Microsoft Azure Translator service increased the maximum length of a translation request from 10,000 characters to 50,000 characters.

See Dynamic Translation for more information.

ERP Customization Mining

Note the following highlights in Xanadu Patch 3:
  • Export and import scan results by using the snapshot option.
  • Re-trigger AI/ML execution on demand.
  • See how implementing a recommendation can increase candidate potential.

See ERP Customization Mining (ERP-CM) for more information.

ERP Data Hub

  • In Xanadu Patch 3, enabled ODATA integration.
  • In Xanadu Patch 3, added a monitor to track transactions and their progress.
  • In Xanadu Patch 1, changed the name of the application from ERP Canvas to ERP Data Hub.
  • In Xanadu Patch 1, updated the UI to clarify instructions and labels.

See ERP Data Hub for more information.

Employee Center

  • Increase operational efficiency by field workers and shift workers by providing in-context information with the Employee Center Pro Kiosk.
  • Gather quick feedback from the users on their user experiences and their service experiences with Experience and Service Feedback.
  • Streamline the SharePoint Online Search Connector site permissions and other granular access control.
  • Enable employees to engage with news articles through reactions, comments, or sharing the articles.
  • Access content management tools from Content Publishing, Content Analytics, and Content Governance plugins in the Content Operations dashboard.

See Employee Center for more information.

Employee Relations

  • For single-subject Employee Relations cases, the Subject of Allegation field in is automatically filled in with the subject's name.
  • Report cases directly related to discrimination using Core UI case creation, HR Service Delivery Agent Workspace for HR Case Management, or the Anonymous Report Center portal.

See Employee Relations cases for more information.

Encryption Key Management

  • Start using Code Signing's improved activation process. You can use the new Code Signing UI page for a faster, streamlined activation.
  • Administer Column Level Encryption with new Column Level Encryption APIs, roles, and administration features. Column Level Encryption logging has been enhanced for improved readability.
  • Download all encrypted attachments as a zip file by using the new Download All button.

See Key Management Framework for more information.

Enterprise Architecture (formerly Application Portfolio Management)

  • The  ServiceNow® Application Portfolio Management product is expanding to ServiceNow® Enterprise Architecture.
  • Some Application Portfolio Management modules are deprecated and no longer searchable from the All menu. However, all the deprecated modules are available within the Enterprise Architecture Workspace. You must use the Enterprise Architecture Workspace to leverage those features and functionalities.
    Note: Existing customers can continue to use these navigation links. However, for new activation customers, the navigation will not be available form the All menu.
  • Create diagrams for your business applications hierarchy map, business capability map, and associate them with architectural artifacts and plan the future state modeling of your IT, with alignment to the business, using the Enterprise Modeling and Visualization functionality in Enterprise Architecture Workspace.
  • Support for industry standard ArchiMate® shapes to create modeling diagrams. ArchiMate is a registered trademark of The Open Group.
  • Support for Architectural Decision Record (ADR) type artifact to help you align artifacts with your business requirements.
  • Create a one-to-many relationship between a digital interface and CMDB APIs. Find out which digital integrations and interfaces use which APIs. Identify the environments where they’re deployed. Group the deployed APIs and relate them to the digital interface, which describes the design aspects of the related APIs.

See Enterprise Architecture for more information.

Enterprise Asset Management

  • Track and manage the calibrations that are made to your enterprise assets throughout their life cycles.
  • Use designated roles to manage industry-specific assets and models through customized workspaces.
  • Optimize your inventory by getting the defective enterprise assets in the stockroom repaired quickly using the Repair flow.
  • Return assets that are in your personal stockroom easily by creating Drop off tasks.
  • Locate and pick the assets in your stockroom efficiently and with little effort by using the ServiceNow Mobile Agent application.

See Enterprise Asset Management for more information.

Environmental, Social, and Governance Management

  • Track Scope 3 emissions from your value chain to gain knowledge of your environmental impact and promote compliance with evolving regulations.
  • Create fiscal calendars to accommodate your organization’s unique fiscal calendar, providing the flexibility to collect and report data according to the defined fiscal calendars.
  • Use the emission factors content in the ESG content accelerator.
  • Enable ESG administrators to define either a simple approval flow or an advanced approval flow for all the metrics and metric definitions.
  • Address off-cycle requests to collect data for existing metric definitions and metrics by creating ad hoc metric data tasks on manual metrics.

See Environmental, Social, and Governance Management for more information.

Event Management

  • Visualize the chain of events that caused an issue by viewing an alert group timeline in Express List.
  • Understand the connection between the alerts by using Alert Assist's AI-driven technical analysis on alert groups.

  • Use the enhanced service map for alert impact visualization in Service Operations Workspace and Express List.

  • Select all alerts in Express List to perform bulk actions.
  • Remove alerts from an alerts group in Express List.
  • Hide closed alerts in Express List.
  • View data on Impacted Services in the preview panel in Express List.
  • Create an incident with an AI-generated summary from alerts in Express List.
  • View data on configuration items (CIs) on the preview panel in Express List.
  • Optimize alert resolution with AI-driven investigation of past related incidents by Now Assist.
  • Generate an alert group description in Express List using Now Assist.
  • Launch an alert analysis from the Now Assist panel.

See Event Management for more information.

External Content Connectors

Improve recall for external content searches with support for semantic vector indexing of crawled content.

See External Content Connectors for more information.

Field Service Management

  • Move agents between territories, optimize scheduling, and minimize manual tracking while agents execute tasks.
  • Create and view sales opportunities during field service visits using the Now Mobile Agent application.
  • Benefit from accessibility improvements to create a configurable workspace that supports Web Content Accessibility Guidelines (WCAG) 2.1 Level AA conformance.

See Field Service Management for more information.

Field Service Management for Telecommunication

Create and manage the appointments for the telecommunication field services.

See Field Service Management for Telecommunications for more information.

Financial Services Card Operations

  • Enable cardholders to create and track disputes with a dispute playbook experience on the portal.
  • Enhance navigation with intuitive transitions between different role-based landing pages.
  • Permit scoped admins to modify landing pages with extensive capabilities, confirming that content aligns with the specific needs and preferences of their user base.

See Financial Services Card Operations for more information.

Financial Services Operations Integration with Visa

  • Handle various dispute lifecycle events including transaction searches, dispute case creation, questionnaire submissions, fraud reporting, and more.
  • Utilize data model elements to capture and store information used in subflows for seamless integration.

See Financial Services Operations Integration with Visa for more information.

Flows, subflows, and actions in Workflow Studio

  • Protect sensitive data in execution details by using the operations read role.
  • Provide improved support of the variables data type for subflow and action inputs.
  • Show annotations of what text directions were used to generate actions, flow logic, and subflows during flow generation.
  • Sign and validate any flow, subflow, or action.

See Workflow Studio for more information.

Generative AI Controller

Xanadu Patch 3
  • Review a read-only metadata log table for generative AI requests.
  • Use the improved language support for skills and capabilities, including the Dynamic Translation services and native translation by the LLMs.
Xanadu Patch 1
  • Updated prompts for capabilities, semantic filtering, and recursive summarization that improve latency and processing for Generative AI Controller capabilities and Now Assist skills.

See Generative AI Controller for more information.

Goal Framework

Use the enhanced Goal Framework tables for managing your goals and targets.

See Goal Framework for more information.

Goal Framework for SPM

Use the enhanced target breakdown feature to update actuals and track the progress of your targets in daily, weekly, monthly, quarterly, or yearly intervals.

See Goal Framework for SPM for more information.

HR Service Delivery for Healthcare

  • Manage the data of a healthcare professional securely with the Healthcare Professional data model.
  • Set up and auto-create necessary tasks automatically to onboard a healthcare professional smoothly into an organization with the default Healthcare Employee Onboarding workflow.

See HR Service Delivery for Healthcare for more information.

Hardware Asset Management 11.0.0

  • Manage the entire life cycle of the assets that DaaS providers offer to their customers by using the Device as a Service (DaaS) feature.
  • Enable hardware asset requests to be fulfilled with minimal intervention by using the Zero Touch request flow.
  • Get defective hardware assets in a stockroom repaired quickly using the Repair flow.
  • Locate and pick the assets in your stockroom efficiently by using the ServiceNow Mobile Agent application.

See Hardware Asset Management for more information.

Health Log Analytics

  • Enjoy a significantly faster log streaming rate with the Lighting gRPC client for MID Server communication with the ServiceNow instance.
  • Stream system logs from Glide to Health Log Analytics.

See Health Log Analytics for more information.

Healthcare and Life Sciences Service Management Core

  • Promote accurate and comprehensive patient data management by leveraging multiple patient identifiers within the enhanced Healthcare and Life Sciences Service Management data model.
  • Utilize the performance updates within the healthcare workspace to optimize loading times.

See Exploring Healthcare and Life Sciences Service Management Core for more information.

Hermes Messaging Service

  • Publish events from your ServiceNow instance to your Apache Kafka environment and consume high volumes of Apache Kafka events from your external systems with low latency.
  • Effectively process spikes and bursts in message volume from external systems to minimize performance impacts on your instance.
  • Manage the health and performance of message delivery using Hermes diagnostic tools.

See Hermes Messaging Service for more information.

ITOM Cloud Accelerate

  • Leverage additional Out Of Box catalog items with Google Cloud Platform (GCP).
  • Use the multiple repositories structure with the Terraform app and Infrastructure as Code (IaC) Discovery.
  • Access and manage your cloud resources and publish your cloud offerings to a catalog by using the added features in the ServiceNow Cloud Services Catalog user interface.

See ITOM Cloud Accelerate for more information.

ITOM Health

Agent Client Collector highlights:
  • Configure the agent log level from the instance without needing to access the acc.yml configuration file.
  • Ensure secure agent connections by adding a self-signed certificate.
  • Gather expanded information on your Linux and Windows servers by using expanded Linux and Windows checks.
Health Log Analytics highlights:
  • Enhance your system with the latest updates: Security fixes; Filebeat, Elasticsearch, and Microsoft Azure Event Hubs data input updates; Java JDK 17 update and support, and dependency upgrades.
  • Stream system logs from Glide to Health Log Analytics using the Glide Syslog data input.
Event Management release notes highlights:
  • View configuration item (CI) information on the preview panel in Express List.
  • Optimize alert resolution with Now Assist AI-driven investigation of past related incidents.
  • Generate an alert group description in Express List using Now Assist.
  • Launch an alert analysis from the Now Assist panel.

ITOM Optimization

  • Use the Cloud Services Catalog with ITOM Cloud Accelerate for the enhanced capabilities of Cloud Provisioning and Governance (CPG). These capabilities include the Out Of Box catalog items and the simplified and automated provisioning of cloud resources.
  • Move your exchangeable ITOM Optimization licenses as you transition from Cloud Provisioning and Governance to ITOM Cloud Accelerate.

See ITOM Optimization for more information.

ITOM Visibility

  • Elevate the Discovery Admin experience with Discovery Admin Workspace. Benefit from a unified workspace for configuring Discovery, tracking progress, and managing errors, with diagnostic tools that provide insights into discovered data.
  • Enrich your CMDB with a larger number of configuration items using ITOM Content Service.
  • Create application services with CMDB based mapping.
  • Avoid dependence on your Kubernetes admin by upgrading Cloud Native Operations Informer pods and modifying Informer execution parameters directly from the instance.
  • Enjoy multi-architecture support for docker image in Cloud Native Operations for Visibility.

See IT Operations Management for more information.

ITSM Mobile Agent

Starting in version 9.0, you can do the following:
  • Experience the new data visualizations for the analytics on the My team and Major incidents applets.
  • Enable dark theme for active calls on the Collaborate section of the My work applet.

See ITSM Mobile Agent for more information.

ITSM Success Dashboard

Experience the new KPIs introduced in the self-solved deflections category of ITSM Success Dashboard to help resolve the digital issues encountered by users on a daily basis.

See ITSM Success Dashboard indicators for more information.

Identity

  • Use the Access Insights module in the ServiceNow® Access Analyzer V4 tool to get access insights of your users, while comparing the user access.
  • Assign the AA_Admin role to the users to access and administer the Access Analyzer.

See Identity for more information.

Incident Management

Control when an incident record link in the email notifications redirects to the incident record in Service Operations Workspace (SOW).

See Incident Management for more information.

Individual Life Claims

  • Streamline the claims process with a clear and intuitive system for your intake specialists, claim specialists, and managers.
  • Enable your claim specialists to handle multiple policies within a claim case.
  • Use a customized playbook and workspace for various claim-related roles.
  • Manage the entire claims life cycle, from the first-notice-of-loss (FNOL) to the case closure.

See Individual Life Claims for more information.

Industrial Process Manager

  • Organize your Operational Technology (OT) device data by capturing the mapped equipment model entity for an OT device.
  • View the relationships between devices and other configuration items (CIs) with the Unified Map experience in the Industrial Workspace.
  • Add Operational Technology (OT) devices to an equipment model entity by using the IP address.
  • Change the Entity name and Parent fields of an equipment model entity to keep your equipment model entity information up to date after you create it.

See Industrial Process Manager for more information.

Insurance claims

  • Leverage a versatile framework that adapts to any single policy property and casualty (P&C) claim without creating case types or flows
  • Set up and configure a comprehensive end-to-end claims workflow with ease
  • Manage complex claims with multi-adjuster support
  • Customize persona-based claims workspaces to support specific roles and responsibilities in your team

See Insurance claims for more information.

Integration Hub

  • Send and receive messages in an Apache Avro format with ServiceNow® Stream Connect.
  • Use the CyberArk Digital Vault to store and access your OAuth 2.0 credentials.
  • Use your personal credentials to connect to third-party integrations.

See Integration Hub for more information.

Intelligence for CSM

  • Create multiple Recommended Actions context records for the same table to create different experiences that are based on criteria such as user attributes or domains.
  • Restart a decision tree in a playbook and retain the history of previous decision tree executions.
  • Enable customers to add decision trees as catalog items in a service catalog.
  • Enable your users to search for decision trees by using keywords and open a decision tree from the search results.

See Intelligence for CSM for more information.

Journey designer

  • Use the Journey overview dashboard, a comprehensive dashboard that enables you to efficiently track and manage ongoing tasks and journeys within the organization.
  • Use the Executive view dashboard with reports containing information such as the number of employees completing their journeys, SLA breaches, average days to complete journeys, and other metrics.
  • Change the manager during journey configuration.
  • Enhanced employee experience through the parental leave guide shipped as part of Parental Leave demo data.

See Journey designer for more information.

Knowledge Management

  • Improve article formatting thanks to the knowledge article editor using the upgraded version of TinyMCE, which provides multiple enhancements such as Power Paste, Anchor, and Insert Accordion.
  • Enhance the creation and management of knowledge base through features in the Knowledge Management advanced plugin such as article versioning, article subscriptions, article templates, and an article quality index.
  • Get optimized, personalized, and relevant search results by using AI Search for Knowledge Base articles on the Knowledge Management Service Portal homepage.
  • Address concerns from related cases in a single article by using Now Assist in Knowledge Management to generate a knowledge base article from a selection of similar cases.
  • Select content in a knowledge article and shorten or elaborate it using the generative AI capabilities of Now Assist.

See Knowledge Management for more information.

Lead Management

  • Create leads on the Now Platform by capturing the interest of prospective customers through various channels, such as website forms, social media, or events.
  • Track the progress of your leads through different stages of the sales cycle.
  • Understand your lead's needs and requirements through questionnaires, and recommend and capture the product offerings through lead line items.
  • Visualize and navigate your leads by using a Kanban board that shows a card-based view of your leads and their stages.
  • Create and assign tasks, send emails, or schedule appointments with leads.
  • Qualify and convert leads to potential customer records and opportunities.

See Lead Management for more information.

Leader Hub

  • Get quick access to a comprehensive overview of your organization's talent, including metrics for skill competency across different teams, identifying significant skill gaps, and employee engagement with the growth tools provided in the Talent Development suite of applications.
  • Gain visibility into the skills and talent composition of each team that exists within your organization, at any level of granularity, through an organizational chart that illustrates the reporting relationships across the different teams in your organization.
  • Give organizational supporters to whom the leader has delegated responsibilities access to Leader Hub from a view that enables them to see their designated leader's organization and provide support accordingly.

See Leader Hub for more information.

Localization Framework

The Localization Insights dashboard is available in the Next Experience UI.

See Localization Frameworkfor more information.

MID Server

  • Run other applications without storing any credentials on the instance with the Azure Key vault.
  • MID Server supports log file compression.

See MID Server for more information.

Manufacturing Commercial Operations

  • Capture change requests for orders and order line items with Order Exceptions Case Management for Manufacturing Commercial Operations. Manage and track the progress by creating case tasks for other team members or assign case lines to other agents effectively.

  • Enable manufacturers, customers, suppliers, channels, and partners to connect and track services directly between instances without configuring and maintaining custom integrations. Service Bridge for Manufacturing Commercial Operations was enhanced and updated in the Xanadu release.
  • Enable Service Bridge for Manufacturing Commercial Operations to help with the following tasks:
    • Enables manufacturers to adopt new features, publish product offerings, and provide uninterrupted service to their customers who haven’t upgraded.
    • Assesses entitlements for compatibility before synchronizing them to customers, suppliers, channels, and partners.
    • Supports automated synchronization of configuration data between manufacturers and customer instances. Enables customers, suppliers, channels, and partners to run specific processes before synchronizing tasks with their manufacturers.

See Exploring Manufacturing Commercial Operations for more information.

Microsoft Azure DevOps Integration for Agile Development

  • View and import data from available Microsoft Azure DevOps projects to Agile Development.
  • Avoid duplicating record update entries with the help of bidirectional synchronization of records.
  • Plan, track, and update your tasks from a single application.

See Microsoft Azure DevOps Integration for Agile Development for more information.

Mobile Platform

  • Define the visibility of specified areas of the mobile platform based on user attributes, by using user criteria permissions.
  • Streamline task collaboration for agent-to-agent chat with the Sidebar experience on the Mobile Platform using a top icon function button instance that points to record screens.
  • Provide intelligent and conversational self-service with ServiceNow® Now Assist in ServiceNow® Virtual Agent for Mobile Platform.
  • Dynamically auto-fill inputs based on user selections on input form screens.

See Mobile Platform for more information.

Next Experience

  • Choose from multiple themes created with Theme Builder and apply them to your instance.
  • A new keyboard shortcut enables you to access the OpenFrame UI.
  • A new "User experience" user preference group has been added for the Turn off Next Experience, Enable analytics, and Current start page preferences.
  • A new client interaction table displays UI load times for identifying and investigating performance anomalies.

See Next Experience UI for more information.

Next Experience Components

  • Build rich UI experiences with prebuilt system or custom components. To view the Next Experience Components API reference, usage guidance, and ServiceNow® UI Builder setup documentation, visit the Developer site Next Experience Components doc.
  • Use common web component patterns and principles, such as a JavaScript framework, immutable data, and simple action handlers.
  • Reuse components across multiple user interfaces to create a cohesive experience for your end users.
  • Use preset property values to configure properties and event handlers automatically for a component so the component is ready to work when you add it to a page. Presets can connect to a controller that acts as a data resource for the component. For more information, see Automatically configure components using presets and Bind data to UI Builder pages using controllers (advanced feature).

Next Experience Developer (NED) Tools

  • Record backend data for page with server logs.
  • Get an overview of potential issue for components and actions with a dashboard of health indicators.
  • View a waterfall of calls made to the page with information on how long each call took.
  • Get information on network calls made to your pages including the type of calls, timing, frequency, and network URLs.

See Next Experience Developer Tools for more information.

Notifications

  • Redact sensitive data from customer-initiated inbound emails.
  • Support for international characters in the email addresses.
  • Filter by category in system notifications and search for custom notifications.
  • Optimize SMTP sender job to enhance outbound email delivery.
  • Modify email retry logic for a better delivery experience according to RFC 5321.

See Notifications for more information.

Notify

Provides the flexibility to delete or retain Twilio messaging records when Twilio is disconnected from a ServiceNow instance.

See Notify for more information.

Now Assist

Xanadu Patch 3
  • Protect your users from offensive content, prompt injection attacks, and filtered subjects in AI-generated content with Now Assist Guardian.
  • Use the native translation capabilities of the Now LLM Service models to speak to users in their preferred languages.
  • Troubleshoot Now Assist skills from the Now Assist Admin console to locate the sources of configuration problems.
  • Monitor the usage and performance of generative AI features and capabilities offered under Now Assist from the Analytics tab in the Now Assist Admin console.
  • Use the multi-language capabilities of Now Assist to generate a Knowledge article for an incident, case, or other supported task type in a language other than English.
  • Enable agents to utilize the generative AI capabilities of Now Assist to shorten or elaborate content in a Knowledge article using the context menu feature.
  • Now Assist context menu enhancements.
Xanadu Patch 1
  • Support users who speak different languages with multi-language, dynamic translation.
  • Make finding tables and lists easier and more efficient by using the navigation platform skill in the Now Assist panel.
  • Write with Now Assist to provide chat and email suggestions for agents based on the content of a conversation.
  • Enable developers to create their own custom skills by using the Now Assist Skill Kit.
  • Generate a Knowledge Base article from a selection of similar cases or incidents to help address related concerns in a single article with Now Assist in Knowledge Management.

See Now Assist for more information.

For more Platform Now Assist feature release notes, see the following topics:

Now Assist AI Agents

  • Define use cases with an execution plan for automatically resolving the incoming cases and incidents.
  • Use the Now Assist panel to communicate with the agent during an issue resolution.
  • Clone existing AI agents and use cases to save time and avoid manual configuration.
  • Enable Now Assist Guardian to automatically identify and block offensive messages.
  • View the usage and performance of your AI agents with the AI agent analytics dashboard.
  • Enable multiple conversations for AI agents on the Now Assist panel.

See Now Assist AI Agents for more information.

For the Platform Now Assist release notes, see Now Assist release notes.

Now Assist for Creator

Xanadu Patch 3
  • Generate appropriate data pill values for supported flow triggers and action inputs.
  • Generate a playbook with out-of-the-box activities from text, an image or both.
  • Generate a UI experience with natural language description.
Xanadu Patch 1
  • Preview and modify your text directions before generating your playbook outline with Now Assist.
  • Show annotations of what text directions were used to generate actions, flow logic, and subflows during flow generation.

See Now Assist for Creator for more information.

Now Assist for Customer Service Management (CSM)

Xanadu Patch 7: Improve agent productivity by managing long running cases with the Triage cases AI agent use case.

  • Enhance customer conversations by receiving relevant contextual recommendations in real time.
  • Help improve productivity and decrease errors by the automatic generation of emails that can be verified and sent by the agent.
  • Consolidate information from multiple similar cases and bring it all together into a knowledge base article.
  • Summarize records to make it easier to hand off calls between agents and help improve customer satisfaction.

See Now Assist for Customer Service Management (CSM) for more information.

Now Assist for Enterprise Architecture (EA)

Xanadu Patch 7: Generate and summarize Enterprise Modeling and Visualization diagrams for business applications hierarchy, using the Enterprise Architecture Diagrammer AI agent.

  • Generate a summary of Architectural Decision Records (ADR) in the Enterprise Architecture Workspace.
  • Request a business application or a digital integration using Now Assist in ServiceNow® Virtual Agent.

See Now Assist for Enterprise Architecture (EA) for more information.

Now Assist for Field Service Management (FSM)

  • Create knowledge articles from work order task information using generative AI.
  • Summarize Sidebar discussions using generative AI.

See Now Assist for Field Service Management (FSM) for more information.

Now Assist for Financial Services Operations (FSO)

  • Use the case summarization skill for card dispute cases and insurance claims.
  • Parse complex information and highlight the key details so that your agents make informed decisions about the transaction records, merchant communications for disputes, and the incident details for insurance claims.
  • Reduce the need for multiple handoffs in dispute and claim management for consistency and faster resolutions.
  • Automate case summaries and reallocate the resources that were performing manual tasks to more critical areas, such as more complex case analysis.

See Now Assist for Financial Services Operations (FSO) for more information.

Now Assist for IT Operations Management (ITOM)

  • Optimize alert resolution with Now Assist AI-driven investigation of past related incidents.
  • Generate an alert group description in Express List using Now Assist.
  • Launch an alert analysis from the Now Assist panel.

See Now Assist for IT Operations Management (ITOM) for more information.

Now Assist for IT Service Management (ITSM)

Xanadu Patch 7: Scale your workflows, enhance productivity, and complete work autonomously using IT Service Management AI agent collection.

Xanadu Patch 3
  • Provide change managers with an explanation of the risk rating in a change request by using the Now Assist icon Now assist icon..
  • Enable agents to ask questions that are related to an incident in the Now Assist panel.
  • Enable agents to generate resolution notes for an incident on demand by using the Now Assist context menu.
  • Provide requesters with proactive actionable notifications as part of ITSM Virtual Agent pre-built large language model (LLM) topic conversations.
Xanadu Patch 1
  • Enable agents to make a more informed decision quickly and efficiently when they’re approving a change by using change request summarization.
  • Enable agents to reply to common questions asked in chats by using the Now Assist icon Now assist icon. in chat reply recommendations.
  • Enable agents to get a better understanding of the chat and incident context by using the Sidebar discussion summarization when they’re proposing resolutions to the requesters.

See Now Assist for IT Service Management (ITSM) for more information.

Now Assist for Security Operations

  • Expedite triaging of security incidents with long activity streams by reviewing work notes and contextual information quickly in a concise, easy-to-read format.
  • Preview security incident details, their potential impact, and any key actions already taken with security incident summaries using generative AI.
  • Automatically generate closure notes for security incidents using generative AI.
  • Generate recommended actions to resolve security incidents.
  • Generate a post-incident analysis.
  • Access summaries and closure notes from the Now Assist panel, security incident records, or from the Security Incident Response Workspace.

See Now Assist for Security Incident Response for more information.

Now Assist for Source-to-Pay Operations

  • Now Assist for Sourcing and Procurement Operations (SPO) supports summarization of procurement-related records, providing real-time progress updates and action items. Available summarization skills include:
    • Sourcing request summarization
    • Purchase requisition summarization
    • Procurement case summarization
  • Now Assist for Supplier Lifecycle Operations (SLO) supports summarization for the details of supply-related records to keep the supplier managers and fulfillers informed about their progress and action items.
  • Now Assist for APO supports record summarization for invoice and inquiry cases.

See Now Assist for Source-to-Pay Operations for more information.

Now Assist for Strategic Portfolio Management (SPM)

Yokohama Patch 1: Use Now Assist for SPM AI agents to help optimize workflows, improve productivity, and automate your tasks.

  • Summarize multiple feedback records with the multi-feedback summarization skill to extract insights from feedback.
  • Copy a generated summary and then use it to create a planning or non-planning item.
  • Get assistance from Now Assist for writing content in Now Assist Docs. Generate a summary of the selected content by using the Now Assist skill and shorten or elaborate the content as needed.
  • Enable the email project summary skill to receive project updates via email.
  • Generate a summary of the complete content in Now Assist in Docs using the Gen AI docs skill and save time on manual content analysis.

See Now Assist for Strategic Portfolio Management (SPM) for more information.

Now Assist for Telecommunications, Media and Technology (TMT)

Xanadu Patch 7: Proactively identify service problems, diagnose, test, and resolve customer issues autonomously using Now Assist for TMT AI agent collection.

  • Summarize service problem cases, generate resolution notes, and create test summaries for service-related issues by using Generative AI.
  • Determine when the skills for the case summarization and the resolution notes generation are available by adding conditions to the fields on the case record.
  • Restrict the availability of the case summarization and resolution notes generation skills by user role.
  • Create a template-driven service problem case summarization based on the case state: new, in progress, or resolved.

See Now Assist for Telecommunications, Media and Technology (TMT) for more information.

Now Assist in Virtual Agent

Xanadu Patch 7
  • Stream responses for Now Assist LLM chat conversations.
Xanadu Patch 3
  • Run actions from a conversation.
  • Run subflows from a conversation.
  • Use an updated Virtual Agent Designer list-based home page that includes conversational subflows and actions.
  • Use language detection and engage in small talk within LLM conversations.
  • Link primary assistants with secondary assistants to use search sources from secondary assistants.
  • Use language detection and engage in small talk within LLM conversations.
  • Receive a synthesized response for Now Assist in Virtual Agent users.
Xanadu Patch 1

On-Call Scheduling

  • Reduce and resolve gaps in on-call shifts more efficiently with the new 2024 schedule engine.
  • Reduce the time required to add, remove, or move members from a shift more efficiently.
  • Confirm member continuity with the new schedule engine.

See On-Call Scheduling for more information.

Operational Resilience

  • Monitor business service resiliency from start to finish, with a focus on operational risk and compliance.
  • Identify and report operational vulnerabilities from Employee Center or Operational Resilience Workspace. Address these vulnerabilities through procedures such as reporting, assessing impact, evaluating criticality, managing issues, and planning treatments.
  • Use the Digital resilience third-party registers application to establish, update, and manage contractual arrangements between the financial entities and Information and Communication Technology (ICT) service providers.
  • Export the records for regulators and auditors in Microsoft Excel format by using the Microsoft Excel upload capability in Digital resilience third-party registers. Similarly, you can import the records from external sources by using the Microsoft Excel download functionality.

See Operational vulnerability and Digital resilience third-party registers for more information.

Operational Technology Change Management

  • In an OT change request record in the Industrial Workspace, use new related lists to create an OT incident record related to the OT change request, or link an existing OT incident record to the OT change request.
  • Organize your OT change requests with the updated OT change record on the Industrial Workspace .

See Operational Technology Change Management for more information.

Operational Technology Incident Management

  • Relate an OT incident to an OT change request by creating the incident from the change record in the Industrial Workspace.
  • Organize your OT incidents with the updated OT incident record on the Industrial Workspace.

See Operational Technology Incident Management for more information.

Operational Technology Manager

  • Track your OT device data with the new Operational Technology Visibility dashboard.
  • Group OT devices using CMDB groups to support non-CMDB tables that must be converted from IT to OT.
  • Compare sites by key metrics in the Industrial Workspace using the OT Progress Scorecard.
  • Track tasks related to your OT system on the OT Action-Oriented Landing Page in the Industrial Workspace.
  • Map IP addresses to OT devices through the SyncIPAddressToOT scheduled job.
  • Use the Configuration Management Database (CMDB) OT class model updates and UI enhancements.
  • Use the updates and UI enhancements for the Pre-import OT Worksheet Entry Review (POWER) tool to help import and classify your OT device data.

See Operational Technology Manager for more information.

Operational Technology Request Management

  • Manage multiple catalog requests efficiently with a single view in the Industrial Workspace.
  • Encourage transparency, expedite request processes, and minimize delays with automatic notifications and approvals.
  • Maintain the products and services menu that you can use to create and update catalog requests.

See Operational Technology Request Management for more information.

Operational Technology Vulnerability Response

  • Assess the vulnerabilities for the firmware of the OT assets with Hardware Vulnerability Assessment.
  • View solutions or details of a vulnerable item (VIT) with enhanced UI options.
  • Manage your vulnerable items and Operational Technology Vulnerability Response data with the enhanced OTVR (PA) dashboard in the Industrial Workspace.
  • View the risk score of your OT devices at each level of the equipment model with the OT Vulnerability Risk Rollup dashboard.
  • Change the Operational Technology Vulnerability Response (OT VR) assignment group field for multiple site records at once.
  • Use the Common Security Advisory Framework (CSAF) with multiple vendor support when importing solutions from Aggregators or Trusted Providers.
  • Manage remediation tasks more efficiently with the OT Vulnerability Remediation Owner (sn_otvr.remediation_owner) role.
  • Mitigate controls using the Libraries module in the Industrial Workspace.
  • Use the enhanced OTVR (PA) dashboard.

See Operational Technology Vulnerability Response for more information.

Opportunity Management

  • Collaborate with your internal and external stakeholders by using the sidebar and Microsoft Teams integration on an opportunity.
  • Create quotes for the selected line items in an opportunity record by using the new UI action.

See Opportunity Management for more information.

Order Management

  • Sales agreements associated with the account are automatically applied and the catalog is filtered to display the agreement's products and prices.
  • Admins can set planned task due dates in Jeopardy Management, which are calculated based on business hours during weekdays.
  • Order agents can associate product specifications to a product offer at any level of a product offer hierarchy.
  • Admins can update product inventory records in a batch when there are changes to product specifications.
  • Order agents create orders tailored to each customer location from the product catalog.
  • Agents can use the Order Operations Case Management application to create cases for customer orders, unifying order tracking and resolution solutions.

See Order management for more information.

Password Reset

Control the duration of the validity of the Password Reset URL provided in a notification email.

See Password Reset for more information.

Performance Analytics

  • Track critical process metrics and trends.
  • Measure process health and behavior against organizational targets.
  • Identify process patterns and potential bottlenecks before they occur.
  • Continually visualize historical and real-time process statistics in role-based dashboards. The dashboards enable individual stakeholders to make informed decisions.

See Performance Analytics (Indicator data sources) for more information.

Performance AnalyticsITSM dashboards

Experience the enhanced Performance Analytics ITSM dashboards in the Xanadu release.

See Legacy: Performance Analytics ITSM Dashboards for more information.

Platform Analytics experience

  • Modernize and simplify the consumption of analytics by activating the Platform Analytics experience.
  • Surface meaningful insights from your analytics data to empower the direct decision making of viewers.

See Platform Analytics experience for more information.

Playbooks in Workflow Studio

  • Use one playbook for multiple scenarios with variants.
  • Get recommendations on which activities to replace placeholder activities with.
  • Preview and modify your text directions before generating your playbook outline with Now Assist.
  • Generate a playbook with out-of-the-box activities from text, an image or both.
  • Collect custom responses from an end user, without requiring an existing table or fields.
  • Better manage access to your playbooks and playbook components.

See Exploring playbooks for more information.

Policy and Compliance Management

  • Revise your policies and update the policy text periodically by integrating with Microsoft SharePoint.
  • Use policy authoring and the redlining feature to enable policy owners and reviewers to collaborate, review, and redline policies.
  • Perform a Cyber Risk Institute (CRI) assessment on a company as an entity to determine its control status and calculate the assessment score.
  • Use the employee operator role introduced in Policy and Compliance Management for operations in Employee Center.

See Policy and Compliance Management for more information.

Portfolio Planning

  • Show or hide the features of your portfolio plan so you share only the most important data with your stakeholders.
  • Filter the planning items and roadmap bars with multivalue fields, such as tags, business applications, and business capabilities.
  • Create scenarios to simulate changes to the portfolio plan, compare scenarios for visualizing trade-off decisions, and approve a scenario to revise the live plan.
  • Prioritize and roadmap the program [pm_program] items for your organization at a high level by building portfolio plans using the Project Program lens.
  • Migrate the budget of your planning items to Next Experience, and as a portfolio manager, compare, allocate, manage, and approve the budget.
  • View the cost plans, expense lines, budget, and financial baselines of sub-projects at the parent project level. View the financial performance of a project using the rolled-up planned and actuals costs in the widgets of parent projects.
  • Select a primary attribute to populate resource criteria automatically from the resource assignments of the prioritized planning items, and view the team's capacity in the Capacity Planning screen.

See Portfolio Planning for more information.

Predictive Intelligence

  • The dashboard for Prediction Results has been migrated to the Next Experience UI. Upgrading customers with existing Prediction Results dashboards can use either the Next Experience UI version or access the Core UI version from within the new dashboard.
  • The dashboard for Solution Statistics has been deprecated. Upgrading customers can continue to use their existing Solutions Statistics dashboards from the application menu.

See Predictive Intelligence for more information.

Privacy Management

  • Use the Personal Data Rights application to manage personal data rights requests from your customers or consumers, and employees in compliance with global privacy regulations.
  • Establish a data lineage to visualize data consumption, sharing, and the associated risks for a processing activity.
  • Use the Smart Assessment Engine to respond to and view new control attestations related to your processing activity.
  • Create a regulatory agency library to store and access regulatory details, including correspondence with the regulators.
  • Initiate chats from privacy assessments, processing activities, privacy cases, and personal data rights requests to collaborate with various teams to ensure quick responses.

See Exploring Privacy Management for more information.

Proactive Engagement

  • Proactive Engagement integrates with the ServiceNow® Digital End-User Experience (DEX) solution to proactively detect issues and enable end users to resolve them.
  • Configure the DEX metric rule and Proactive Engagement resolution with Engagement settings.
  • Use the Proactive Engagement workbench experience for lifecycle management of resolutions.

See Proactive Engagement for more information.

Proactive Service Experience Workflows

  • Enable customer service agents to efficiently identify and resolve customer service problems using the Customer Service Problem Management application.
  • Enable the operations team to manage and monitor operational data through a centralized analytical dashboard.

See Proactive Service Experience Workflows for more information.

Problem Management

  • Introduction of Problem Management models to provide support for additional problem and problem task scenarios
  • Known error articles are enabled by default for new customers
  • Configure email notifications to redirect to Service Operations Workspace instead of the classic UI16 experience
  • Re-assess a problem task from Work In Progress

See Problem Management for more information.

Process Mining

  • Process Mining evaluation version available
  • Process Mining graph enhanced with perspectives
  • Finding Builder introduced
  • Additional use case analysis included in a project automatically
  • Show records action available on Process Mining graph dashboard (Star diagram)

See Process Mining for more information.

Product Catalog Management and Pricing Management

  • Enable sales agents and managers to create opportunities, quotes, and orders for service or installation locations.
  • Use a configurable pricing plan that defines the sequence in which pricing rules and calculations, such as list price and various adjustments are applied.
  • Enable sales agents to create sales agreements with configurable product offerings.
  • Sell the right products and reduce the risk of order errors by setting rules that enable only eligible products from the product catalog to be added to quotes and orders.
  • Fulfill complex orders for bundled product offers that reference product specifications or product specification hierarchies.
  • Streamline the quote and order process for your agents by setting the default product configurations displayed in the product configurator.

See Product Catalog Management and Pricing Management for more information.

Project Portfolio Management

View the New Analytics Time sheet, Analytics User manager, and Analytics Project manager dashboards for time sheet and time card users in Next Experience.

See Project Portfolio Management for more information.

Project Workspace

  • Migrate your project budget to Next Experience.
  • As a Portfolio Manager, allocate, manage, and approve project budgets.
  • Compare financial baselines to view simple financials and budget.
  • View and track the actuals of each resource assignment with the actuals toggle.

See Project Workspace for more information.

Public Sector Digital Services

  • Added enhancements to License and Permit Playbook, including updates to the Intake stage for applicants on the constituent Government Service Portal, and added functionality for specifying license details and license endorsements on the agent playbook.
  • Added enhancements to Social Benefits Playbook, including updates to the Intake and Decision stage, and updates to the process playbook for applicants on the Government Service Portal.
  • Redact sensitive content or data from PDF documents in the Information Request Playbook.
  • Auto-generate case summaries and case resolution notes for cases in the Social Benefits Playbook by using the Now Assist for Public Sector Digital Services (PSDS) application.

See Public Sector Digital Services for more information.

Quote Management

  • Add covered products to a quote.
  • Synchronize quote information with an opportunity to help ensure that the information is accurate and complete.
  • Create sales agreements that contain configurable and bundled products and services.
  • Add location-based product eligibility, which enables products to be filtered in the catalog based on location.

See Quote Management for more information.

RPA Hub

  • Create the centralized credentials that you can reuse in multiple bot processes.
  • Migrate the bot process configuration and associated assets from one environment to another environment with a click of a button.
  • Rearrange the recorded actions and screens according to your preference and generate the automation flow.
  • Use the 15 new sample automations that were added in RPA Desktop Design Studio that cater to different use cases.
  • View and manage the skill versions used in packages from a central location in RPA Hub. You can override an existing skill version that was used for each bot process.
  • Manage sensitive and non-sensitive data in two separate fields of a work item.
  • Use Guided Tours to get quick instructions on how to create queues and configure bot processes.

See Robotic Process Automation (RPA) Hub for more information.

Regulatory Change Management

  • Add AI-powered citations to the regulatory authority documents.
  • Use the updated Next Experience Chat Collaboration and Discuss feature to interact with the virtual agents.
  • Change the ownership of change tasks and action tasks easily with the enhanced Task Management feature.
  • Assign regulatory alerts to domain experts for reviews that are based on the configured rules.
  • Collaborate with virtual agents by using Next Experience Chat Collaboration and Discuss.

See Regulatory Change Management for more information.

Release Management

The Digital Product Release application is the preferred application to track and manage the release processes of digital products.

See Digital Product Release for more information.

Resource Management Workspace

  • Create resource assignments from Resource Management Workspace.
  • Create a resource board by filtering tasks to view assigned resources and manage their allocations based on the priority of the work.
  • Split an assigned resource assignment to divide and assign the work to another resource to handle resource allocations.
  • Identify allocation and status changes to the resource assignment using the new iconography.
  • Group resources from a resource board based on Primary Group, Primary Role, Primary Skill, Owner, or Parent Item.

See Resource Management Workspace for more information.

Retail Operations

  • Streamline the connection between headquarters and retail organizations with increased visibility and ability for teams in these retail organizations to complete tasks.
  • Improve retail organization worker experience with self-service tools like a knowledge base.
  • Reduce duplication of individual requests by providing visibility through a central portal with access to retail organizations' cases.
  • Optimize efficiency by enabling retail organization teams to request help directly from headquarters when needed through cases, live chat, phone calls, and more.
  • Increase customer satisfaction by reporting customer issues in-store.

See Exploring Retail Core for more information.

Sales Agreement Management

Create sales agreements from quotes to capture the agreed scope and prices for future sales transactions between a buyer and a seller.

See Sales Agreement Management for more information.

Security Center

  • Receive prompt notifications for user behaviors that you specify with the Security Event Notifications tool.
  • Monitor the security health of all your instances and take rapid action using the new Security posture dashboards.
  • Be prepared for potential future security announcements from ServiceNow with Security Banner Announcement capabilities.
  • Schedule security scans with the updated Auditor Suite to monitor access control configurations in the Security Scanner tool.
  • Use the improved Security Center version 2.0 hardening tool to minimize data exposure within your instance.

See Security Best Practices, Customer actions, and Hardening settings baseline, Security Event Notifications, and Data Classification for more information.

Security Incident Response

  • Define and calculate the risk score of security incidents through the Risk Score Calculator, which is based on user-defined criteria. The risk score is auto-calculated for the security incident records.
  • Track the handover of important work items between shifts through the Shift Handover application.
  • Automatically create dedicated Slack channels for Incident Managers to engage with Incident Responders to manage major security incidents with the MSIM Slack integration.
  • Facilitate the ability of the Incident Manager to provide a summary of a major security incident to their Legal teams by using the MSIM Legal Request playbook. The Legal team can use that summary when filing an 8K or 10K form to comply with regulatory bodies such as the SEC when disclosing security breaches.
  • Share mobile-friendly MSIM Executive Status Reports generated in email format. You can also share the Executive Status Reports with users outside your ServiceNow® instance, including third-party vendors, other entities, or email distribution lists.

Security Posture Control

  • Use the policies included with the application or custom policies that you create to monitor your assets for overall security tool coverage, compliance with internal configuration standards, critical combinations of security gaps and vulnerabilities, and possible internet exposure.
  • Search for assets based on queries that you create for data from a wide variety of supported API integrations (service graph connectors) or ServiceNow products.
  • Create custom insights and monitor important metrics from a dashboard. Report on your overall security posture to IT, IT and security managers, and other key stakeholders.
  • Identify priority vulnerabilities and drive resolution through insights from Security Posture Control in Vulnerability Response risk calculators and remediation target rules.
  • Gain insight into which threats to your assets are mitigated by available mitigation controls based on how various security tools are configured with Mitigation Controls Monitoring.
  • Automate remediation workflows for security gaps by publishing findings from Security Posture Control policies in the ServiceNow® Configuration Compliance application.

See Security Posture Control for more information.

Service Bridge

  • Enable providers to adopt new features and provide uninterrupted service to their consumers who have not upgraded.
  • Assess entitlements for compatibility before syncing them to consumers.
  • Enable consumers to run specific processes such as approvals before synchronizing tasks with their providers.
  • Support automated synchronization of configuration data between provider and consumer instances.

See Service Bridge for more information.

Service Catalog

  • Fill a catalog item form inline in the Virtual Agent conversation.
  • Let users experience the support of Zero Trust Access (ZTA) security model for Service Catalog.
  • Experience the faster loading of popular catalog items in the Popular Items widgets.

See Service Catalog for more information.

Service Graph Connector Integration for Claroty CTD

  • Clean the serial record entries from the Source [sys_object_source] table using a fix script.
  • Ensure that your Operational Technology (OT) devices are categorized under the Industrial product model category with the enhanced Service Graph Connector Integration for Claroty CTD application.

See Service Graph Connector Integration for Claroty CTD for more information.

Service Graph Connector for Microsoft Defender for IoT (Azure)

Ensure that your Operational Technology (OT) devices are categorized under the Industrial product model category with the enhanced Service Graph Connector for Microsoft Defender for IoT (Azure) application.

See Service Graph Connector for Microsoft Defender for IoT (Azure) for more information.

Service Operations Workspace for ITSM

  • Use the simplified navigation from Admin Center to manage configurations for incidents, problems, change requests, and the contextual side panel in the record pages in Service Operations Workspace for ITSM. It improves the administrator's experience.
  • Migrate your ITSM Agent Workspace features to Service Operations Workspace for ITSM with an on-screen utility.
  • Configure the user access for various record pages in Service Operations Workspace for ITSM by using granular roles.
  • View the Configuration Item (CI) dependency map for reference fields in an incident record.
  • View the VIP field decorator on a caller field in an incident record for VIP users.
  • Test the features and workflows for Incident Management in Service Operations Workspace for ITSM with quick start tests.
  • Broadcast communication messages as announcements in Major Incident Management.
  • Resolve the password reset related incidents by using the Password reset UI action on an incident record.
  • Identify an interaction record for its precise processing by specifying the values for its Opened for and Short description fields.
  • Enable a service desk agent to reset a user password in Service Operations Workspace for ITSM.
  • Get AI-powered search results for these record types: incident, incident task, problem, problem task, change request, change request task, interaction, and request. These AI-powered search results help you to quickly find the solutions you need.
  • Manage the life cycle of a problem by using the configurable and dynamic Overview tab.
  • Use Guided Tours to learn about a concept or process within Service Operations Workspace for ITSM.
  • Benefit from accessibility improvements to create a configurable workspace that supports Web Content Accessibility Guidelines (WCAG) 2.1 Level AA conformance.
  • Starting in version 6.1 you can do the following:
    • Configure the Interaction Management features from the SOW admin center.
    • Provide users with current resources for learning about SOW admin configuration.
    • View the requester’s device details from the record information card to quickly resolve hardware-related issues.
    • Add one or more approvers to the request or a request item to speed up the process and fulfill the user's request more efficiently.
    • Improve the system performance by configuring the count of number of incident records in the incident list page.
    • Copy the sys ID or the URL of a record from the SOW list page to share with other agents, enabling quicker resolution of the issue.
    • Chat or make calls to communicate with stakeholders using the Collaborate option in the contextual sidebar of problem and problem task records.
    • Configure the automatic closure of interaction record from an incident record.
    • Flag the events on the activity stream of a major incident to add the events to the post incident report events timeline.
    • View the post incident report information on the Post incident report tab with the Incident management granular roles.
    • Add related interaction records to an incident record.
    • Define, customize, and apply tags to the activities in the activity streams of an incident record.
    • Experience a clean UI with collapsible activity stream tiles.
    • Resolve incident or support issues faster and more efficiently with response templates.
    • Get similarity-based problems and change requests as recommendations by recognizing the similar patterns between the fields of the incident table and the problem or change request table.
    • Manage the Standard Change life cycle.
    • Explore and filter the Standard Change Catalog.
    • Propose mass configuration item updates in Change Management.

See Service Operations Workspace for ITSM for more information.

Service Portal

Deactivate a portal and optionally redirect users to an alternate portal.

See Service Portal for more information.

Service Portfolio Management

  • Updated the availability system property [com.sn.availability.v2] so you can set the time zone for service availability records.
    • Added the ability to change the global time zone for all availability results to reflect that time zone.
    • Added the ability to set the time zone for availability results to reflect a service offering commitment.
    • Updated the availability recalculations to reflect the time zone that you set.
    • Added a read-only time zone field on service availability records.
  • Added a Teams related link tab to the service offering records so you can assign more than one team to support a service offering (one-to-many relationship).

See Service Portfolio Management for more information.

ServiceNow IDE

  • Develop scoped applications in an IDE based on Visual Studio Code on the Now Platform.
  • Write source code to define the metadata that makes up applications with ServiceNow Fluent.
  • Collaborate with users of different skill sets across an instance and view changes in embedded Now Platform user interfaces.
  • Manage applications in source control with common Git providers.

See ServiceNow IDE for more information.

ServiceNow SDK

Write source code to define the metadata that makes up applications with ServiceNow Fluent.

See ServiceNow SDK for more information.

ServiceNow Studio

  • Create, edit, maintain, and deploy custom and globally scoped apps and app files in a single, integrated development environment instead of having to switch back and forth between tools and builders. You can also edit base system apps and files and customize store apps.
  • Search for and edit any type of metadata record using the Navigator file taxonomy.
  • Package app changes for deployment using System Update Sets, pipelines, and the Application Repository.
  • Create applications using Now Assist for app generation.
  • Bookmark applications and application files for easy, fast access.

See Building applications with ServiceNow Studio for more information.

Sidebar

  • In addition to individual users, you can now add user groups to Sidebar discussions.
  • Use Sidebar on the Mobile Platform if you're an agent.
  • Create Sidebar discussions on all record types, and not just on interaction and task-based records.
  • Use different expert finder services depending on where Sidebar is accessed from.
  • Generate a chat summarization by using a quick action.

See Sidebar for more information.

Skills Intelligence

  • View activity insights to gain more information on completed and in-progress activities related to skills. This focus on completed and recent activities allows you (managers) to track meaningful engagement and ensures data relevance in skill assessment. Activity insights are available both to the employee via Conversations and to the manager via Manager Hub.
  • As a mentee, share mentoring information with your manager to help them validate your skill levels. As managers, access insights related to their assigned mentees’ skill-based activities (when shared with a manager).
  • As an employee, receive prompts tied to skill-based activities, nudging you to self-rate and refresh your skill profile.
  • View and edit the Company Job Architecture as a node map to get a better sense of job families and role groups and the skills related to each other in Skills Intelligence Workspace.
  • View recommendations for role groups and skills in Skills Intelligence Workspace.
  • Select a Role level directly from your Career profile in the Career hub in Employee Portal and add skills to your profile.
  • Migrate to a more dynamic and interactive playbook experience within the Skills Intelligence Workspace.

See Skills Intelligence for more information.

Skills Management

  • Analyze the skills dashboard by using the intuitive Next Experience UI.
  • Use multi-lingual capabilities in Skills Management so that you can translate the skill names and their descriptions in your preferred language.

See Skills Management for more information.

Smart Assessment Engine

  • Create your assessments by using the new template designer.
  • Improve your assessment processes with the new SAE Assessment experience.
  • Combine the multiple assessments into a single, unified submission.
  • Migrate the legacy assessment metric types to SAE templates.

See Smart Assessment Engine for more information.

Software Asset Management

  • Gain insights into your software asset inventory from the first day, control version sprawl, and manage end of life (EOL) software products with the prescribed workflows.
  • Use the added support for the Nutanix virtualization technology to meet your license compliance requirements for Microsoft Windows Server, SQL Server, and Red Hat Enterprise Linux Server (RHEL Server).
  • Track and optimize IBM licenses across public clouds by using the IBM License Compliance for the Software Asset Management application.
  • Track and manage the indirect usage of SAP applications, avoiding any unexpected licensing costs by using the SAP Digital Access licensing model.

See Software Asset Management for more information.

Sourcing and Procurement Operations

  • Summarize procurement records using Now Assist for SPO and use generative AI to perform common tasks via the Now Assist for SPOVirtual Agent.
  • Use AI-powered search across internal and external supplier products, and streamlined checkout for third-party items.
  • Configure conditions for automatic and manual PR merging.
  • Use AI-powered search across internal and external supplier products, and streamlined checkout for third-party items in Shopping Hub.
  • Add users to watchlists for real-time notifications and visibility on sourcing and purchasing processes.
  • Introduce editable fields for purchase requisitions and purchase orders, improving flexibility in managing orders.
  • Develop a standardized approach for calculating supplier response close dates for sourcing requests and negotiation events.
  • Manage a catalog of goods and services that your employees can use to order the items that they need for their jobs.
  • Provide transparency into the procurement process with regular updates.
  • Automate the end-to-end procurement process workflows, from sourcing through requisitioning, to order fulfillment, receipt, and payment.
  • Enable procurement specialists to source, negotiate, procure goods and services for an organization, and work on procurement tasks.

See Sourcing and Procurement Operations for more information.

Strategic Planning

  • Show or hide the features of your portfolio plan so you share only the most important data with your stakeholders.
  • Update actuals and track the progress of your targets in daily, weekly, monthly, quarterly, or yearly intervals with the enhanced target breakdown feature.
  • Filter the planning items and roadmap bars with multi-value fields, such as tags, business applications, and business capabilities.
  • Create rich-text documents to store and manage artifact information for planning items and Agile teams in EAP.
  • Create scenarios to simulate changes to the portfolio plan, compare scenarios for visualizing trade-off decisions, and approve a scenario to revise the live plan.
  • View the cost plans, expense lines, budget, and financial baselines of sub-projects at the parent project level. View the financial performance of a project using the rolled-up planned and actuals costs in the widgets of parent projects.
  • Select a primary attribute to populate resource criteria automatically from the resource assignments of the prioritized planning items, and view the team's capacity in the Capacity Planning screen.

See Strategic Planning for more information.

Stream Connect dashboard

  • Manage your Stream Connect consumers, topics, and replicators through a single, consolidated interface.
  • View detailed statistics for your Stream Connect integrations, including active entities, processed messages, and data consumption trends.
  • Create or edit topics and add consumers directly through the dashboard.

See Using the Stream Connect Dashboard for more information.

Subscription Management

  • Gain visibility and control of your product subscriptions.
  • Maximize subscription usage and make informed decisions about future purchases by monitoring your subscriptions.
  • Avoid unexpected costs by tracking subscription usage and allocations over time.

See Subscription Management for more information.

Supplier Lifecycle Operations

  • View the summarized details of supply-related records to keep the supplier managers and fulfillers informed about their progress and action items.
  • Manage supplier relationship and performance to optimize the value and quality of the products and services delivered by suppliers.
  • Exchange supplier data accurately with external ERP systems using additional fields in the inbound and outbound tables.
  • View supplier details such as supplier products, contracts, purchase orders, and invoices directly from the Source-to-Pay Workspace and the Supplier Collaboration Portal.
  • Support for many-to-many (M2M) mapping between supplier contact and suppliers: A single supplier contact can be the contact for multiple suppliers, if the suppliers share a parent-subsidiary relationship. M2M mapping between supplier contact and suppliers is available from the Xanadu December 2024 release onwards.

See Supplier Lifecycle Operations for more information.

Talent Development Core

The Employee Growth and Development Core application has been renamed to Talent Development Core.

See Talent Development Core for more information.

Task Intelligence for ITSM

  • Set up and configure a new training similarity model that identifies similarities between the fields of an incident table and a selected training table.
  • Set up a similarity model using a similarity template card or the Incident Similarity model to provide recommendations for similar records on incident records and reduce handle time for agents.
  • Set up the prediction preferences for a similarity model, train it with your data, and deploy the model to predict similar records.
  • Track and monitor the performance of a deployed similarity model.
  • Edit, train, and redeploy a similarity model based on the performance results.
  • Manage how frequently the models are automatically retrained by setting the training frequency during model configuration.
  • Staring in version 7.0.0, you can do the following:
    • Specify the purpose of a similar prediction model and configure the prediction preferences.
    • Set up and configure a new similarity model- Similar open Change Requests for Incidents to predict similar change requests based on the fields configured.
    • Set up and configure a new similarity model Similar open Problems for Incidents to predict similar problems based on the fields configured.
    • Choose the set of records used for training the similar incident model by selecting the conditions on the training tables and training fields for training the similarity models.

See Task Intelligence for ITSM for more information.

Telecommunications Network Inventory

  • Provide a visualization of the circuit and its underlying connection elements with revisions and protection paths on a dedicated canvas.
  • Get enhanced rack and cabinet visualization capabilities, including viewing, editing, and updating features, along with new KPIs for better capacity planning and prioritization.
  • Archive current configurations while operationalizing a planned revision and compare them with original connections to detect changes.
  • Export equipment models and templates along with related hardware to an Excel data source, and import them to another ServiceNow instance.
  • TMF conformance for TMF 639 Resource Inventory API.

See Telecommunications Network Inventory for more information.

Theme Builder

  • Achieve your branding and styling needs by offering multiple themes and alternate color palettes to your users.
  • Add a dark alternate color palette to your newly created themes and edit to refine your theme.
  • As of Theme Builder version 4.1, receive notifications about updates directly from the Theme Builder application.
  • As of Theme Builder version 4.1, organize your themes by priority, purpose, or other criteria, by using the drag-and-drop feature in the List view. With this feature, you can publish and order the themes that are displayed in the Next Experience Theme user preference.

See Exploring themes in Next Experience for more information.

Third-party Risk Management

  • Collect, monitor, and assess third-party elements for engagements.
  • Request risk intelligence reports (RIR) and scores so that you can manage and monitor your RIR requests all within TPRM.
  • View the Third-party Risk Management data model.
  • Use the Digital resilience third-party registers application to create, update, and track records for digital resilience third-party registers.

See Third-party Risk Management for more information.

Threat Intelligence Security Center

  • Visualize node connections between entities like observables, IOCs, and threat actors, and link cases or canvases to enrich analysis.
  • Enable continuous monitoring and real-time alerts based on intelligence from TISC with CrowdStrike Falcon EDR integration.
  • Block malicious IPs, URLs, and domains using External Dynamic List (EDL) capabilities with Threat Intelligence data and Palo Alto Networks integration.
  • Manage the analyst actions through automation flows.
  • Conduct research on threats to support the reactive and proactive needs of security teams.​
  • Create and track threat investigations using Case Management.​

See Threat Intelligence Security Center for more information.

UI Builder

  • Explore a searchable library of videos, guided tours, and product documentation to develop and practice UI Builder skills.
  • Take guided tours to learn about features and complete tasks in UI Builder step-by-step.
  • Improve usability in low-light conditions by using dark theme.
  • Design pages that look good and function well across a variety of form factors such as laptops, tablets, and mobile devices using responsive authoring.
  • Fetch information from multiple data sources and more easily bind the data to components of your choice with a new multi-table data resource right from UI Builder.

See UI Builder for more information.

UI Component CLI Extension

Improve developer server performance with module caching.

See UI Component Extension for more information.

Upgrade Center

  • Explore the different release versions available to you in the Upgrade Preview module.
  • Gain insights about the upgrade experience without actually upgrading your instance.
  • Monitor the status of any ongoing upgrade and view the summary of your latest upgrade in the Upgrade Monitor module.
  • View all your past upgrades in the Upgrade History module.
  • Accelerate your upgrades using the Upgrade Plan feature.

See Upgrade Center for more information.

Vendor Management Workspace

  • Use new vendor key performance indicators (KPIs) to monitor vendor performance.
  • Benefit from accessibility improvements to create a configurable workspace that supports Web Content Accessibility Guidelines (WCAG) 2.1 Level AA conformance.

See Vendor Management Workspace for more information.

Verifi Spoke

  • Initiate case creation.
  • Retrieve single and multiple cases.
  • Inquire about merchant eligibility.
  • Revoke or close cases.

See Verifi Spoke for more information.

Virtual Agent

  • Integrate ServiceNow® Now Assist for Virtual Agent with Microsoft Copilot to enable making IT-related calls and resolve tasks without having to leave the Microsoft Teams tenant.
  • Enable Now LLM Service support for Virtual Agent conversations in Conversational Integration with Microsoft Teams and Conversational Integration with Slack.
  • Review and test large language model (LLM) topic descriptions against existing Natural Language Understanding (NLU) utterances, migrate Virtual Agent notifications and Proactive Triggers, and migrate NLU vocabulary sources in the NLU to LLM topic migration workflow.
  • Configure One Extend Rate Limit for incoming requests for providers.
  • Now Assist conversational experience using Now Virtual Agent bot and Self-configured bots within Microsoft Copilot.
Xanadu Patch 3
  • Use an updated Virtual Agent Designer list-based home page that includes conversational subflows and actions.
  • Work with conversations associated to primary and secondary assistants in Virtual Agent Designer.
  • Use language detection and engage in small talk within LLM conversations.
  • Receive a synthesized response for Now Assist in Virtual Agent users.
See Virtual Agent for more information.
Note: Performance and the user experience are improved by tracking aggregate in-app activity, including interaction with the app. This tracking is focused on aggregated technical information rather than personal information.

Visa Spoke

  • Use the Visa Spoke to manage card disputes with Visa Resolve Online (VROL).
  • Leverage Visa Spoke actions, to perform transaction inquiry, order insight digital, collaborate with merchants, and perform other dispute events with enhanced security.

See Visa Spoke for more information.

Vulnerability Response

  • Reevaluate the risk score, assignments, remediation target date, exceptions, and remediation task for a set of vulnerable items in the Vulnerability Manager Workspace.
  • Reassess the vulnerable item records from the workspace.
  • Navigate to the Exposure Assessment page in the Vulnerability Manager Workspace or Vulnerability Assessment Workspace from the All menu with the Vulnerability Response Pro or Enterprise subscription.
  • View risk rating-related changes in the Work notes section.
  • Access information on how an item's risk score is adjusted according to modifications in the vulnerability calculators.

See Vulnerability Response for more information about Vulnerability Response. See the Vulnerability Response Compatibility Matrix and Release Schema Changes Knowledge Base article for more information about released Security Operations applications and their version compatibility.

Vulnerability Response Integration with Microsoft Defender for IoT (Azure)

  • Import CVEs associated with OT devices from Microsoft Defender for IoT (Azure) and create vulnerable items (VITs) to provide a single view of OT devices vulnerability data with production process context.
  • Run imports of vulnerabilities automatically on your own schedule.
  • Using assignment rules for VITs can be automatically routed for remediation to local site-based teams to take risk-based action.

See Vulnerability Response Integration with Microsoft Defender for IoT (Azure) for more information.

Workflow Studio

  • Create workflow items from any Workflow Studio page by using the Create button on the tab header.
  • Create your own categories to organize actions, data streams, and subflows.
  • Monitor playbook and flow operations with new usage dashboards.
  • See an information banner when a new version of Workflow Studio is available.

See Workflow Studio for more information.

Workforce Optimization for Customer Service

  • Create and track recurring meetings with managers and their team members in the team calendar.
  • Benefit from accessibility improvements to create a configurable workspace that supports Web Content Accessibility Guidelines (WCAG) 2.1 Level AA conformance.

See Exploring Workforce Optimization for Customer Service for more information.

Workforce Optimization for ITSM

  • Use the Workforce Optimization for ITSM Admin Console to configure your application.
  • Synchronize team calendars and events with Microsoft Outlook.
  • Benefit from accessibility improvements to create a configurable workspace that supports Web Content Accessibility Guidelines (WCAG) 2.1 Level AA conformance.

See Workforce Optimization for ITSM for more information.

Workspace

  • Add email addresses to recipient fields with more flexibility, including the ability to use international characters, edit email recipient pills, and view concise error messages for invalid or blocked addresses.
  • Categorize and filter records in the Activity Stream.
  • Help users access relevant reference search results by applying pre-filtered and removable query parameters to reference lists.

See Workspace UI for more information.