The launch of ServiceNow Vancouver is planned for September 2023., bringing with it many new Interesting features and capabilities. And in this post, we'll give you an overview of Vancouver's best new features!
Key improvements
AI Research: The user search experience has been simplified by enabling search result counts, displaying attachment results as part of their parent record, and opening search results in new browser tabs. Additionally, search results are more flexibly refined with multi-facet selection filters, allowing the display of results containing one or all values of the selected field. Multilingual search retrieval of Knowledge articles has also been improved by mapping search languages to users' countries. Search has also been expanded to include content from Active Server Page Extended (.aspx) documents and attachments.
API: Using server-side JavaScript APIs in scripts allows for efficient modification of application functionality. Client APIs can be executed whenever a client-based event occurs, such as a form loading, form submission, or field value change. Furthermore, integrating inbound REST APIs enables interaction with various ServiceNow functionalities within your application, making it more versatile and aligned with organizational needs.
Account lifecycle events: The new update allows vendors to offer a structured and repeatable onboarding experience to their customers, while ensuring transparency for both internal and external teams. Furthermore, it simplifies the collaborative processes of importing, preparing, and publishing data for onboarding enterprise accounts from technology vendors, making them more efficient and accessible. This update aims to provide an enhanced and cost-effective onboarding experience for enterprise customers by leveraging playbooks, playbook activities, case types, and case task structures specifically designed to establish a repeatable framework for all onboarding activities, ensuring consistency and effectiveness throughout the process.
Advanced Risk: To enhance risk management, the platform now offers the ability to conduct targeted risk assessments, allowing for the definition of the desired risk level in the future. Furthermore, it's possible to create specific scopes for risk assessments and schedule these assessments with a guided experience through playbook integration, making the process more efficient. Flexibility has been expanded for risk administrators, allowing for the configuration of advanced risk assessment forms according to their needs. The grid interface simplifies the initiation of responses and mass approvals for metric data tasks, providing additional efficiency. In addition, the Integrated Risk Management Lite Operators now have enhanced capabilities that enable the execution of additional risk and compliance-related operations more effectively.
Audit Management: Now, users can efficiently manage their engagements through audit plans that cover annual, semi-annual, quarterly, and multi-year planning, offering flexibility and adaptable approaches. Furthermore, the risk assessment of auditable units has been improved, allowing for better scope definition based on the identified risk level. To ensure accurate tracking, the platform offers the ability to create engagement milestones, facilitating continuous monitoring of engagement progress and providing greater efficiency and transparency in operations.
App Engine Studio
Generative AI controller
The controller allows you to connect your ServiceNow instance to third-party generative AI providers, such as OpenAI or Azure OpenAI. This is extremely useful for summarizing, generating content, generic prompts, and AI searches.
Main benefits
Use the power of AI providers for customized ServiceNow applications. Unleash a world of new possibilities for smarter applications that make work flow.
Main benefits This tool makes developers' work easier with its user-friendly drag-and-drop builder and intuitive user interface.
GenAI in Workspaces – Case Summary and Email Composition
Workspaces GenAI now helps users summarize tasks and compose emails with ease.
Main benefits
With GenAI, users can reduce time-consuming tasks and complete them much faster.
Text to code
With text-to-code, developers can generate code in script fields by writing a prompt in natural language. This prompt is then transformed into JavaScript code.
Main benefits
With this feature, writing code will be much easier and faster. The machine learning model used by ServiceNow will be constantly improved in the future. Thus, text-to-code conversion will not only suggest JavaScript code, but also code based on ServiceNow best practices.
Customer Service Management
CSM Workspace dashboard home pages
The UI Builder-based dashboard technology is finally available in CSM Workspace! This provides the necessary flexibility for the Workspace homepage, without relying on developers to implement homepage variations.
Main benefits
Customer service agents and managers can now view, customize, and share dashboards via home pages. Switch between available dashboards, modify lists and metrics to track important information, and share created dashboards with other users and across teams.
Structure declarative responsibility
This new structure incorporates the existing accountability feature and allows adding an additional layer of access controls to CSM entities, such as Case or Sold Product records.
Main benefits
Reduce the need for scripts and allow administrators to create and update responsibility definitions and set access settings.
Provision of HR services
Employee growth and development
Introducing an AI-based talent transformation solution to drive skills-based workforce management.
Main benefits
Employee growth and development allows you to develop data-driven talent management strategies. These strategies help predict, identify, and develop skills that will have the greatest impact on the business and eliminate talent gaps. Furthermore, employees will be able to identify their skills, areas of interest, and career plans and use this information to improve the relationship between managers and employees.
IRM/GRC
Enhanced advanced risk assessment, including targeted risk scope and guided assessment.
The launch of ServiceNow Vancouver has enhanced the user experience and configuration possibilities of advanced risk assessment, making the risk mechanism even stronger. Furthermore, you can rename Assessment steps (e.g., Inherent Risk to Gross Risk, Residual Risk to Net Risk, etc.) and configure Assessment forms based on individual needs, which was previously not possible without extensive customization.
Main benefits
The new Risk Manager can now differentiate between Residual Risk (current risk level after implemented controls) and Target Risk (risk level after all planned controls) in the Risk Assessment Methodology. Furthermore, the Risk process includes a guided manual for scheduling Risk Assessments and defining the scope of risks. This allows for easy customization of the Risk Assessment screens and much more. These improvements provide the Risk Manager with greater flexibility to adapt the Risk Assessment process to the organization's requirements and terms.
User interface redesign for BCM (UI-Builder Workspace)
The launch of ServiceNow Vancouver has revamped the user experience for BCM users. The newly introduced BCM-Workspace is now based on the new UI-Builder technology. Prior to this, the BCM-Workspace interface was still built on Legacy Workspace technology.
Main benefits
This not only gives the user a completely new, modern, and intuitive look, but also allows implementers to more easily adjust the workspace to the organization's needs. Furthermore, customized workspace dashboards, including charts and reports, can be easily created and adapted to different user groups.
New IRM app: Compliance case management
Introducing a new module/application in the IRM/GRC suite – Compliance Case Management! With this application, users can report, investigate, and resolve compliance cases and events, such as complaints and violations of Guidelines and Policies.
Compliance cases and incidents can be of different types, which, under certain circumstances, define the workflow. Furthermore, compliance case assessments can be used to investigate, evaluate the impact, and resolve them in a timely manner.
Main benefits
This application makes compliance a part of everyone's job and improves collaboration between different stakeholders, such as the Compliance Team, Legal, Business Line, etc. Furthermore, it makes it easier to react to and resolve compliance issues within the organization.
Did you know that 4Matt Tecnologia is a ServiceNow ITAM and ITOM partner? If you need assistance with the new update, do not hesitate to contact us. We are here to help!
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Translated by 4Matt Technology, from the original Plat4mation: The best new features from the ServiceNow Vancouver release
