Utah Release ServiceNow Highlights

The new Utah version of ServiceNow will feature various updates to products, applications, and features. More products and features will be released with the Utah General Availability (GA) release at the end of Q1 2023.

Customer Experience

Customer Service Management

Install base foundation: Support install bases for complex products with database linking base product models offered, add-on products and services sold to customers, and the specifications of individual items purchased by customers and provisioned for an account or installed at a customer location.

Service Definitions: Allow admins to present customers with a list of relevant services based on the products they own.

Field Service Management

Task Bundling: Improve dispatcher efficiency, workload, and backlog by grouping similar work order tasks into a single trip. Help reduce travel costs and time while increasing service margins and reducing carbon footprint.

Intra-day Schedule Automation: Automatically reschedule work to respond to real-time field updates and eliminate guesswork for dispatchers. Deliver a better experience by helping ensure schedule

gaps are closed and reschedules meet contractual obligations while technicians and customers stay informed of changes.

Equipment Scheduling: Support more granular scheduling needs to include specialized equipment and speed time to completion by reducing delays from awaiting equipment.

Technology excellence

IT Service Management

Digital Portfolio Management enhancements: Simplified interface. Popular KPI groups are now mappable to your portfolio. Integrate DevOps flow metrics to provide operational insight and inform business-critical decision making.

Enterprise Asset Management

Enterprise Asset Work Management: Improve asset reliability by analyzing work order history and trends to inform future allocation and purchasing decisions.

Enterprise Asset Maintenance: Extend the life of enterprise assets by automating regular maintenance schedules for physical equipment across all locations, including maintenance documentation for audits and inspections.

Enterprise asset reclamation: Automate the reclamation and retiring of enterprise assets during employee transitions to determine which assets can be redeployed, repaired, retired, disposed, or returned to inventory.

Software Asset Management

Software Asset Management Success Value Builder: Gain insights into underutilized ServiceNow Software Asset Management (SAM) capabilities. Leverage the Software Asset Workspace to create, assign, and track new value builder tasks through completion.

Containerized Software Licensing: Manage licensing compliance for software deployed on containers and installed on Docker and

Kubernetes, on-premise, or on cloud. Determine license compliance position for Microsoft SQL Server and Microsoft Windows Server products deployed on containers and actively monitor utilization to auto-create remediation options when non-compliant.

Software contracts renewal calendar: Gain visibility from a single calendar of all software contracts and entitlements up for renewal and set to expire. Drill down into contract and entitlement details to better plan renewals for SaaS and on-prem software. Automate renewals across all stages of purchasing with contract and renewal management.

Hardware Asset Management

Hardware Asset Procurement Workspace:Manage asset procurement activities from a single workspace. Monitor critical tasks and deliver services quickly.

Pallets for inventory: Manage inventory effectively by associating assets to a pallet for bulk updates. Know the precise location of assets in a stockroom using the aisle and space details of the pallet and meet supply chain and logistics needs with increased accountability for assets not in use.

Asset Donation workflow: Streamline asset donations to charitable organizations in Hardware Asset Workspace with a complete workflow to request, approve, plan, schedule, and properly prepare assets by adding tasks to donation orders. Maintain an accurate record of acknowledgement documentation for charitable asset donations.

Governance, Risk, and Compliance (Integrated Risk Management)

Operational Resilience Workspace enhancements: Visualize relationships by applying context to data and assets impacting enterprise wide operational resilience. Increase productivity and simplify navigation with a modern design and configurable workspace.

Automation and low-code

App Engine

App Engine Studio – Restrict app creation: Enhance governance by restricting member users from creating new applications from scratch or from templates and to edit only the applications they have been given access to in App Engine Studio.

Automation Engine

Stream Connect for Apache Kafka: Leverage Kafka Message Flow Trigger to consume and process messages, transform, and insert data into ServiceNow tables. Use low-code Flow Action Kafka Producer step and build to push messages using drag-and-drop data pills.

Usage Dashboard enhancements: Gain complete visibility into spoke usage and license compliance and understand adoption as a proxy for business value. View transactions by top spokes, custom spokes, and licensed/unlicensed transactions for compliance purposes.

Now Platform

Next Experience UI

Theme Builder: Easily create and manage branded themes to engage users and automatically create themes with an intuitive, guided experience. Preview themes and image abstractions before sending to production and edit and fine-tune themes to meet specific branding needs.

Unified theming in mobile apps: Create a consistent visual experience across web portals and mobile apps by maintaining a unified, branded theme across all user experiences.

AI Search: Make it easy for service delivery teams to find the information they need to solve issues fast. Enable enhanced relevancy and a unified search experience with advanced search features such as auto-complete suggestions, typo handling, and exact match.

Now Intelligence

Process Optimization expansion: Provide in-depth, actionable analysis of processes to improve business outcomes with expanded availability of in-platform process mining. Leverage AI-powered root cause analysis and explore bottleneck and variation analysis with direct drilldown into process maps.

Workforce Optimization expansion: Real-time visibility into performance, an intuitive interface to optimize scheduling and time-off requests, and demand scenario modelling to forecast scheduling needs.

ServiceNow mobile

Unified theming: Create a consistent visual experience across web portals and mobileapps by maintaining a unified, branded theme across all user experiences.

Platform Security

ServiceNow Platform Encryption: Increase privacy policy compliance with cost-effective  encryption that works for both a ServiceNow and customer managed key (BYOK).

Adaptive Authentication for mobile devices: Make a fast start with secure authentication for ServiceNow instances on registered and trusted mobile devices regardless of physical location. Increase mobile user productivity and authenticate them with context-based authentication to remove vulnerabilities.

Impact

CxO Dashboard Accelerators: Leverage two new fixed-scope offerings, ‘Introduction to CxO Dashboards’ and ‘Jumpstart your CIO Dashboard’.

Industries

Financial Services Operations – Banking and Insurance

Branch Manager Dashboard: Provide branch managers the ability to raise requests on clients’ behalf and discover insights and trends from a holistic view of branch operations. Equip corporate HQ with a view of

branch performance to identify opportunities for training and resource planning.

Ad-hoc tasks and enhanced landing pages: Allow adjusters to track work across all active claims. Intuitive landing pages make it easy to create, view, assign, and prioritize claim tasks. Ensure claims are handled quickly with real-time alerts and implement necessary adjustments to the claims workflow with the quick creation of unplanned tasks.

Link: https://docs.servicenow.com/en-US/bundle/utah-release-notes/page/release-notes/reference/release-highlights.html