High-level overview of products and features in the Now Platform Vancouver General Availability (GA) release.

Overview of the Vancouver General Availability (GA) release

Create value across your organization faster with simplified experiences, purposeful automation, and organizational agility.

Customer experience

  • ServiceNow Voice Agent and Queue Transfer: Streamline a call with the ability to transfer from one agent to another agent. Increase resolution with the ability for agents to transfer calls to a queue. Expand the organization’s ability to configure Agent UI with new OpenFrame capabilities.
  • CSM+FSM - Install Base Maintenance Plans: Providing a comprehensive view of the install base details and maintenance plans. Drive FSM planned maintenance activities from within Install Base Management in CSM. Improve CSAT by responding to status inquiries about activities like work orders without transferring to FSM dispatchers.
  • Service Organization Management: List services offered by a service organization. List and track customers of a service organization.
  • Mobile Playbooks for Field Service Management: Speed time to resolution, reduce resources, and improve service consistency with step-by-step guides. Help ensure new technicians can execute and document work order tasks effectively. Reduce risk by requiring technicians to perform compliance checks or follow mandatory steps during inspections.
  • Scheduling Enhancements: Automate scheduling, bundle tasks, and optimize crew management.
  • Dispatcher Workspace Enhancements: Act on real-time utilization and travel metrics at the group and individual level. Display key agent and task information in the Contextual Side Panel and optimize routing and visualize work assignments with a new map experience.
  • Planned Work Management – Planning Calendar: Visualize and adjust preventive maintenance and recurring visits across customers, assets, and equipment. Improve schedule forecasting with enhanced maintenance calendars and flexible calendar formats. Adapt to cancellations, overlaps, and deviations with flexible rules and on-demand adjustments.
  • Contractor App: Control access to inventory, support contractors with Pick Up and Drop Off lists, and recognize overdue returns. Promote process compliance and enforce documentation needs across contractor organizations and technicians.

Technology excellence

IT Service Management
  • Process Mining: Reduce manual analysis via automated exposure of process inefficiencies such as rework, ping-pong, or extra step. Rework identified processes with an optimized remediation recommendations page. Visualize and gain further insight into bottlenecks related to specific KPIs via Success Dashboard.
  • Success Dashboard Enhancements: Benchmark implementation performance against best-in-class peers. Gain deep insight with dynamic timebased performance metrics. Quantify performance for individual capabilities and processes with dedicated KPIs.
  • ServiceNow for Microsoft 365: Streamline experiences with Employee Center embedded directly where you work across Teams, Viva Connections, Outlook, and Microsoft 365. Resolve issues faster via a Teams collaboration experience native to Service Operations Workspace.
  • ITSM Pro DevOps - DevSecOps support: Utilize a single data model for DevOps and SecOps to share security tool integrations. Adds Veracode as an out-of-the-box DevOps Change Velocity integration.
IT Operations Management
  • Redesigned AIOps User Experience: Navigate through all facets of an issue on a single Express List screen. Add third-party events, logs, or metrics from the Integrations Launchpad. Utilize new admin dashboards.
  • Enhanced Visibility User Experiences: Prioritize certificate renewals from a single pane of glass including in Kubernetes. Track and audit firewalls from an improved interface. Create and export a Software Bill of Materials (SBOM) for containerized environments.
  • Service Graph Connector for OpenTelemetry Manage Kubernetes, microservices and other OpenTelemetry elements from your CMDB and relate changes and tasks. Automatically map cloud native infrastructure to calculated applications and services. Help predict and prevent outages, assess performance, and address alerts from cloud native traces, logs, and metrics.
  • Unified Map View: See key details from CIs and related changes in their full context. Manipulate and filter detail in unified maps and reuse helpful views.
IT Asset Management
  • Success Guides & Guided Experience: Step-by-step guide for administrators from CMDB to SAM configurations, culminating in reconciliation. Scans for SQL Server install record issues, helping ensure accurate license calculation. Reveals Software Asset Management configuration issues, including issues with software models and entitlements.
  • Overlapping Usage: Assess overlapping SaaS applications based on highest usage count and expenditure. Analyze SaaS activities in applications with high and low usage for deep insights. Provide SaaS reclamation suggestions and automated workflows for subscriptions.
  • Software Bill of Material Management: Ability to understand what components are included in software. Gain centralized visibility into understanding which components map to which software and where they are installed. Utilize remediation workflow support for critical issues with SecOps for vulnerable software components.
  • Cloud Cost Management Workspace: View cloud optimization savings opportunities and show progress over time. Access enhanced cloud cost reporting, analytics, and actions. Save time with an configuration and setup process.
  • Cloud Storage and Database Optimization: Reduce cloud storage and database expenses through optimization. Integrate with existing support for compute and database optimization. Full cost-saving coverage across the most common cloud services of AWS, Azure, and Google Cloud.
  • Guided Experience: Minimized setup time. Learning resources and best practices can be accessed in the cloud cost management workspace. Get helpful recommendations and keep track of tasks as you complete them.
  • Hardware Asset Management Success Portal: Define and track asset management success goals and activities. Functions within hardware asset workspace, plus content integrates into executive asset management workspace. Delivers visualizations to track hardware asset program savings for management reporting.
  • Zero Touch Refresh: Enables automated asset refresh, reducing human intervention, which helps save time with large volume refreshes. Enhances your distributed or remote employee experiences during onboarding and offboarding. Added energy rating and energy type data can further enhance energy savings and user selection of environmentally-friendly hardware.
  • Asset Inventory and Distribution: Redesigned UX with inventory stock levels, tasks, and new shipment table to track all outbound and inbound shipments. Service location optimizes inventory consumption for multiple buildings served by one stockroom. Distribution channels connect stockrooms logically and geographically, optimizing the path to an in-stock, in-region asset.
Enterprise Asset Management
  • Linear Asset Management: Efficiently track and manage linear assets (roads, cables, pipes, etc.) for analysis and maintenance.
  • Enterprise Asset Onboarding: Provide necessary asset onboarding details, including warranty dates, maintenance contracts, service contracts, and asset risk values. Assign ownership, and accounting method for closer tracking.
  • Enterprise Asset Move Workflow: Asset managers or end-users can initiate move requests from the service catalog. Follow a prescriptive workflow to execute asset moves between locations, utilizing shipping or local move tasks.
Vulnerability Response
  • Software Bill of Materials Support in Vulnerability Response: Ingest SBOMs to get visibility into the risks of using open-source components used in homegrown applications, COTs, OT, IoT, etc. Assess high-risk open-source software in your environment. Act with automated response workflows.
  • Unified Vulnerability Attack Surface Dashboard: Centralized dashboard for Infra, Cloud, Container and App risks. Asset context helps to identify high risk assets. Aggregated risk posture on Organizational Units (by BU/Asset class/Owners).
  • JIRA Integration: Create Jira issues corresponding to Remediation Tasks or Vulnerability Items of Applications/Containers. Track remediation progress by syncing Jira issue status into ServiceNow. Move between Jira and VR with the deep links, choose between Automatic vs Manual creation of Jira Issues, map to custom issue types and custom attributes in Jira.
  • Integrations and other Updates: Exposed Assets for CISA & 0-Day Vulnerabilities. Early visibility into High priority vulnerability impact (Ex: CISA CVEs and 0-days) with installed software information on assets (w/ SAM). New VR Health Dashboard.
Security Incident Response
  • Updated Dashboards: CISO and Security Incident Manager overview dashboards migrated to enhanced user interface. New interface delivers improved usability and ease of customization.
  • DLPIR Updates: Assign incidents to any users involved in the workflow, move incident to a predefined or custom state, use custom fields to store incident specific data. Automatically consolidate multiple incidents as child incidents under one parent based on custom criteria. Supported Integrations include: Symantec, Proofpoint, Netskope, Microsoft Purview.
Strategic Portfolio Management
  • Product Feedback: Drive faster product innovation directly from customer feedback. Actionable insights for data-driven product roadmaps. Workflow feedback into planning items.
  • Capacity Planning: Help ensure sufficient capacity to deliver work. Foresee and reduce risks by having insights into future capacity needs. Plan capacity across portfolios with new visual interface.
  • Financial Planning: Forecast, plan, and track costs for accurate budget management. Adjust your budget and forecast based on detailed expense lines to understand total cost of work completion. Generate labor cost for epics to account for agile teams.
  • Data separation: Help protect sensitive data with access restrictions in Strategic Planning. Allow access based on lenses and hierarchical information. Easily configure and maintain access rules.
Application Portfolio Management
  • Technology Portfolio Management: Manage hardware and software lifecycle applications in Enterprise Architecture Workspace. Proactive management on technical debt and technology risks. Complete visibility of software and hardware with data retrieval from ITAM.
  • Enterprise Architecture Workspace - enhancements: Manage key business application lifecycle dates to reduce risk and operational disruption. Track decisions on the planned disposition for business applications. Gain insight into business application characteristics such as accessibility, installation dates and age. Track the application dependency map and evaluate the technology risk of an app.
Cloud Observability
  • Service Graph Connector for OpenTelemetry: Discover cloud-native apps and Kubernetes objects automatically from your telemetry data. Understand how your cloud-native apps connect to your traditional estate. Identify relationships between application services and the infrastructure they run on - automatically.
  • Cloud Observability data source for Health Log Analytics: Augment existing monitoring and rootcause analysis workflows with log data from Cloud Observability. Reduce noise, help predict future service issues, and introduce efficient scalability to your log monitoring. Collect and analyze real-time insights from your cloud-native applications.
  • Out-Of-The-Box Service Dashboards: Gain a high-level view of the performance of your entire technical estate. Visualize the performance of your applications with smart filters to isolate particular services. Monitor Service Level Indicators (SLIs) for all your business-critical applications.

Operating excellence

  • Effectively manage and mitigate risks associated with third parties from initial onboarding due diligence throughout the entire relationship. Visualize concentration risk globally to understand the risk of engagements across the entire third-party ecosystem. Increase productivity with out-of-the-box content and workflows for onboarding due diligence, renewals, offboarding and intuitive inherent risk questionnaires.
  • Business Continuity Management Workspace: Improve productivity and ease of use with new modern design, improved UX, and configurable, persona-based workspaces. Leverage new dashboards for business impact analysis, program planning and exercises, crisis management and tasks. Create situational awareness by connecting to other ServiceNow applications to monitor impacted assets, communicate with impacted people and take recovery actions in the event of a crisis.
  • Source-to-Pay Operations and Third-party Risk Management Combined Solution: Shorten supplier onboarding time and achieve higher supplier quality by embedding risk in onboarding processes. Monitor supplier risk throughout the entire relationship. Improve compliance and adherence to corporate standards with formalized risk processes, built-in templates and cross-departmental collaboration workflows.
Environmental, Social, and Governance Management
  • Sustainable IT Dashboard: View your organization’s IT carbon footprint from hardware assets and data centers. Track efficiency metrics for your data centers – like Power Use Efficiency (PUE) and Water Use Efficiency (WUE). Complete your hardware asset lifecycle by tracking e-waste disposition.
  • Microsoft Office 365 Integration: Access metrics, material topics, and custom report data from within the ServiceNow ESG panel. View a complete list of all embedded data and when it was most recently updated, with hyperlinks to view each field inline within the created document or within ServiceNow. Add auditable data in bulk with tables and configured reports, or choose individual metrics to add inline within document text.
  • SAP Concur Integration: Automate the collection of employee business travel data for Scope 3 emission calculations. Minimize risk of data entry errors and streamline data collection efforts.
  • ESG Content Accelerator: Preload metric definitions for the most common ESG reporting frameworks. Save time in implementation by using provided metric content packs.

Employee experience

HR Service Delivery
  • Employee Center Pro: Inform and engage employees with a personalized employee news experience. Find relevant news and microsites in a single global search. Utilize new templates and drag and drop microsite layouts.
  • Journey designer Admin Console: Provide an out-of-the-box landing page for Journey enablement, guidance, and feature recommendations. Guide HR admins with a detailed outline on how to build journeys using Lifecycle Event and Journey Accelerator. Prompt users to add optional features to journeys like personalized messages, learning and listening posts, and quick links.
Workplace Service Delivery
  • Workplace Reservations and Mapping: Display descriptions for services to inform employees during the ordering process what is included. Allow employees to seamlessly move both their reservation and the related services in one step. Introduce map filters to display specific space types and apply layer selections.
  • Workplace Connectors: Integrate with badging systems to visualize employee badging data. Access badging data to view insights on employee attendance in office. Utilize badging data to view office occupancy in dashboard view.
  • Workplace Central: Access workplace analytics around key space optimization metrics. Enable maintenance teams with access to key insights and actions for plans. View holistic lease information within a single dashboard view.
  • Workplace Space and Move Management: Provide a visual move planner experience to streamline bulk moves. Enable the workplace system to recommend and deploy space options for the requesting departments/BUs. Track space allocation deployments and notify stakeholders.
  • Health and Safety Incident Management: Incorporate injury/illness into a step-by-step process for easy and consistent investigation. Aid the investigation process with visible attachments and investigation artifacts from any view. Access the Incident Overview to give a high-level summary of health and safety incidents.
Legal Service Delivery
  • Legal Counsel Center: Enables legal team members to quickly categorize and prioritize requests relevant to their role and importance. Improves visual listings and reporting KPIs to make it easier for lawyers to provide prompt service. Provides legal operations leaders a simplified application to help transition their teams away from unstructured email to actionable data.
  • Legal Contracts Enhancements: Leverage Microsoft Word to create new contracts and other legal documents associated with the contract request. Author and store repeatable contract templates with Word for rapid service delivery. Keep the business informed with automated email reminders for expiring contracts.
Talent Development Core
  • Career Hub: Help employees understand their skills and bring them to the forefront with the Skills and Career Profile. Enable employees to understand where they are and work to achieve their career goals with Career Hub Engage employees and keep their profiles up to date with proactive prompts and recommendations delivered in the flow of work.
  • Growth Plans: Orchestrate learning and growth activities that contribute to better development outcomes. Support employees and managers to collaborate and personalize plans with low effort. Help employees strengthen their skill profile and make development tangible.
  • Learning, Aspiration Setting and Conversations: Enable employees to proactively discover, manage, and engage with career development content. Empower employees to define how they want to grow and develop with. Aspiration Setting Support employees and managers in having meaningful growth conversations.

Automation and low-code

App Engine
  • Instance Scan & ATF Suites: Enable admins to reuse Instance Scan and ATF suites that they have already invested in creating as part of the deployment pipeline. Reduce rework and help ensure custom apps are adequately tested.
  • Scheduled Deployments: Enable admins to deploy an app during the production deployment window without logging on after hours.
  • Table Builder Enhancements: Quickly filter the view using right-click Show Matching & Filter Out. View the most common referenced tables at the top of the list with integrated Preferred Tables feature. Improved performance to Schema View.
  • Workspace Builder – Usability Enhancements: Show tables grouped by categories aligned to the workspace being built. Load the builder faster, even with large datasets. Transition between the Now Platform and App Engine Studio smoothly.
Automation Engine
  • JSON Builder: Generate JSON payloads with support for JSON Objects, JSON Arrays, Booleans, Numbers, and Nulls. Flexible handling of empty values.
  • Integration Hub Import enhancements: Map and import into multiple target tables for speeding import configurations. View target field mapping with checkmark indicator for source fields. Select target Excel sheets via an intuitive drop-down menu.
  • Process Mining for External Data: Access a step-by-step approach to import and mine data from external systems. Map data fields and schedule incremental data updates with Integration Hub Import. Leverage external data in Process. Mining to identify opportunities for improvement in aggregated processes.
  • Stream Connect enhancements: Create and delete topics directly in the ServiceNow admin console. Prioritize processing capacity for selected consumers to support expanded message consumption.
  • Code Quality Check: Establish predefined rules in Desktop Design Studio for high quality automations across the enterprise. Enable RPA admins to control the package version upload or assignment based on severity of the code check output.
  • Robot Pool: Automate workload assignment by grouping robot devices. Specify allocation type between SLA or percentage reduction load balancing. Leverage robot calendar to create and modify bot schedules.
  • Robot Calendar enhancements: Create and modify bot schedules in Robot Calendar with improved usability. Manage the lifecycle of CI maintenance requests and activities with mapping to change requests. Manage bot schedules for pooled robots to reduce scheduling conflicts with individual bots.
  • Document Intelligence enhancements: Classify and extract critical information from structured and semi-structured documents incoming documents. Access a customizable experience for configuring agent validation and data extraction based on use cases. Duplicate and export common use cases via Update Sets.
  • Improved Recommended Actions: Drill-down on recommended actions to access extensive information for further insights. Access grouped capabilities of automation requests.
Clean Core ERP with App Engine
  • ERP Canvas:: Make ERP data usable by non-ERP lowcode developers. Enrich existing workflows with ERP data to simplify processes and reduce context switching.

Industry Solutions

Financial Services Operations
Financial Services Operations for Banking
  • Card Operations - Dispute Management: Leverage an out-of-the-box manager dashboard to effectively research and resolve disputes with insightful data. Initiate additional approvals to help ensure disputes are managed in compliant and careful fashion.
  • Equifax Integration: Improve efficiency through automated decisioning and minimize the need to pivot between systems. Increase speed to market with pre-built integration.
  • Service Organization Management: List services offered by a branch. List and track customers of a branch.
  • ServiceNow Voice - Agent and Queue Transfer: Streamline a call with the ability to transfer from one agent to another agent. Increase resolution with the ability for agents to transfer calls to a queue. Expand the organization’s ability to configure Agent UI with new OpenFrame capabilities.
Financial Services Operations for Insurance
  • Claims 360 & Adjuster Workspace: Resolve claims faster with end-to-end claims history in a single view. Facilitate collaboration across teams and management with sharing of real-time claim details. Improve claims adjuster effectiveness with a purpose-built workspace providing intuitive access to relevant tasks and data.
  • Guidewire Cloud Integration - PolicyCenter: Streamline processes to save time and cost through advanced work assignment, process mining, audit trail, and more. Provide everyone the same real-time access to claim progress, status updates, and policy details. Customize business processes quickly via low-code tools.
  • FRISS Integration: Protect against fraudulent claims and reduce claims leakage with transparent fraud scoring model. Access key information such as current fraud scores, score trends, and scoring rationale directly from intuitive dashboard. View full history of a claim and understand reasoning for fraud score change, such as addition of claimant.
  • Service Organization Management: List services offered by a branch. List and track customers of a branch.
  • ServiceNow Voice - Agent and Queue Transfer: Streamline a call with the ability to transfer from one agent to another agent. Improve resolution with the ability for agents to transfer calls to a queue. Expand the organization’s ability to configure Agent UI with new OpenFrame capabilities.
Manufacturing
  • Change Management: Streamline OT (Operational Technology) changes by creating detailed change records, enabling transparency, accountability, and easy access to change history. Enhance OT-IT teamwork with single source of truth for OT technicians, machine experts, electricians, and IT system engineers enables efficient coordination during change implementation.
Technology
  • Account Lifecycle Events - Onboarding: Provide a central record for onboarding teams, with dedicated tasks to assign work and automate and capture data. Provide an onboarding playbook that serves as a starting point to build a repeatable onboarding process. Deliver a simplified experience for importing, staging, adjusting, and publishing account data in a structured manner.
  • Jeopardy Management: Track critical path activities to identify delivery risks. Define, trigger, and monitor service-level agreements for order tasks. Use the SLA framework to define the expected closure time for orders and order tasks. Track team performance against task SLAs. Proactively notify service delivery teams when customer commitment dates are at risk.
  • Integration with Strategic Portfolio Management: Create, manage, and automate the creation of a project in SPM to track service delivery in parallel. Leverage technology project templates to associate order management tasks with project management tasks and their relationships. Associate SPM projects with OMTP orders to automatically create project tasks with order tasks dependencies. Automatically synchronize task updates between orders and project tasks.
  • Integration with Field Service Management: Engage field service as a seamless aspect of order fulfillment activity. Automatically synchronize the work order and order task data. Continue order fulfillment activities once dependent field service has been performed.
5G Services
  • Launch differentiated 5G services quickly with network slice template models for eMBB, uRLLC, mMTC. Reference order management flows which decompose the service order and trigger the required network changes. Use industry standards OpenAPIs to fulfill service orders with the required network changes. Integrate TNI design and assign for 5G slices.
Telecommunications Network Inventory
  • Account Lifecycle Events Onboarding: Provide a central record for onboarding teams, with dedicated tasks to assign work, automate, and capture data. Provide an onboarding playbook that serves as a starting point to build a repeatable onboarding process. Deliver a simplified experience for importing, staging, adjusting and publishing account data.
  • Proactive Service Experience Workflow for change: Communicate to customers about planned maintenance in advance. Identify affected accounts and services and create proactive customer cases. Lower calls to your call center and increase customer satisfaction scores. Auto-resolve proactive cases when the major case is closed.
Order Management for Telecommunications
  • OMT and Strategic Portfolio Management integration: Provide clear visibility and control of order progress and associated project management activities OMT and Strategic Portfolio Management integration.
  • OMT and Field Service Management integration: Integrate customer orders with field service management
Healthcare and Life Sciences
Clinical Device Management:
  • Healthcare Computerized Maintenance Management System (CMMS) Foundation: Enhance device visibility and usage by managing multiple devices across locations through an HL7 FHIR data model. Reduce downtime and improve patient safety with a single platform for maintenance and risk assessment. Elevate productivity with ready-made workspaces for maintenance teams.
  • Healthcare CMMS Workflows: Standardize device onboarding, across setup, maintenance, and risk assessment. Streamline issue reporting and expedite corrective actions to enhance clinician experience.
  • Compliance Dashboard: Enable timely compliance and enhance device safety through built in reporting capabilities. Reduce total cost of ownership and avoid penalties with automated, up-to date maintenance. Extend the life of devices through data driven root cause identification and corrective actions.
Government
Public Sector Digital Services
  • Service Request Playbook: Design Enhancements: Display Similar Requests as toggleable cards within the main workspace to improve the visibility of agents working on each case.
  • Associated Customers: Associate customers to a particular agency. Provide agency staff a view of all customers availing services from their agency. Prevent agents from seeing customers of other agencies.
  • Services Offered: Agents can easily identify each service offered by an agency.
  • Agency Services Portal: Enable agency members to manage staff, request services, and track status.

Finance and Supply Chain

Source-to-Pay Operations
Accounts Payable Operations
  • Manage supplier inquiries in a single workspace view and gain visibility into the volume and types of invoice inquiries and processing requests.
  • Identify duplicate invoices and automatically match invoices to purchase order. Identify invoice exceptions and enable collaboration for expedited resolution.
  • Utilize Invoice Case Management to quickly resolve inquiries and issues, and DocIntel for Accounts Payable to automate invoice processing.
Sourcing & Procurement Operations
  • Integration with SAP: Pre-defined integrations for exchanging information with SAP ECC and SAP S/4HANA. Bi-directional exchange of information with SAP for purchase orders, invoices, goods receipts, vendor information, and data. Integrations across all Source-to-Pay Operations products.
  • Microsoft Teams Integration: Launch a live discussion from a procurement case, chat directly with users via Microsoft teams, and view all your open chat discussions.
  • Enhanced Sourcing Playbooks: Provides additional playbooks to better guide the sourcing process and guidance for reviewing sourcing requests, approvals, line items, negotiation process, and qualification. Improved integration with negotiation events and supplier qualifications.
Supplier Lifecyle Operations
  • Enhanced Supplier Management Workspace: Faster at-a-glance of open cases and priorities. Enhanced view of open tasks along with key task information. Prominent placement of quick actions to make it easier to take actions. New work summary view to provide users with a summary of work done.

ServiceNow Impact

Impact Accelerators
Improve ServiceNow adoption with prescriptive guidance
  • Jumpstart Your Service Operations Workspace: Get prescriptive guidance for creating a workspace to help predict, prevent, and resolve incidents proactively.
  • Citizen Development Program Design: Create a strategy and plan to enable non-technical resources at your organization to build applications on the Now Platform.
  • HR Service Delivery Maturity Assessment: Assess the maturity of your HR Service Delivery product and receive recommendations from experts to improve adoption.
  • Accelerator sub-catalogs: Get access to more ServiceNow Impact accelerators at the same time. Accelerators have been divided into three groups, which you can access concurrently: Strategy accelerator, Architecture accelerator, and Technical accelerators.

Upgrades

Upgrade to the Now Platform Vancouver release today. Take advantage of these ServiceNow resources to help you stay current.

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

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