ServiceNow’s latest San Diego release combines cutting-edge technology, an intuitive user interface, and features that address real customer needs.The workplace is evolving at a breakneck pace, but one constant remains: when technology unlocks human creativity and passion, everyone wins. Advanced hyper-automation capabilities and a sleek, intuitive design are included in the San Diego release. For the approximately 70 million individuals who use ServiceNow every day, the San Diego version streamlines the Now Platform experience.

New UI Experience

Organizations today are experiencing the worst talent scarcity in a decade, changing the power balance between employers and employees. Workers are increasingly looking for tools and technology that enable them to do their jobs well, make innovative and autonomous decisions, and be resilient in the face of change. Next Experience, is one of the most anticipated improvements in ServiceNow San Diego. It provides a next-generation, intuitive, tailored experience across the Now Platform to drive productivity, improve engagement, and uncover insights. HRSDCSM, ITSM, ITOM, and other Now Platform products now have a new user interface.

Unified Navigation

Next Experience’s new Unified Navigation unites your instance’s apps by allowing access to content from all of them in a single window. It gives you quick and easy access to the tools you need to get things done, such as U116 lists, forms, and dashboards, all from the same Workspace pane. Furthermore, its contextual navigation allows you to keep track of where you are while working, ensuring that you never lose your place. The Next Experience’s  Unified Navigation gives you the tools you need to get across your instance and customize your settings.

  • All menus: Get a list of all the menu items and modules available in your instance, add them to your favorites, and go back to the ones you’ve visited previously.
  • Contextual app pill: See where you are in the instance and, choose the item as a favorite if you desire.
  • Global Search: Conduct a search across your whole instance to find the most relevant results.
  • Notifications: You can view and tailor notifications that are relevant to you, depending on your access and admin configurations.
  • Help: Get on-demand assistance whenever you need it.
  • User menu: Customize your instance’s appearance and preferences as required.
servicenow unified navigation san diego
Unified Navigation | Source: ServiceNow

Smart Landing Pages

To get you started, the Next Experience landing pages will provide you with all the relevant information. Lists, Performance Analytics and Reporting (PAR), Information, and other items pertaining to your function and activities are often shown on these landing pages along with other features that allow you to access all of your new and prioritized tasks in one place.

  • Onboarding: Get to know the Unified Navigation User Interface.
  • Visualizations: See where you can begin working and what tasks you can complete.

360 DevOps Visibility

DevOps teams can own the end-to-end process i.e. plan, develop, build, test, deploy, and operate, by collecting data across the complete range of lifecycle activities using the DevOps application. Accessibility across the entire DevOps toolkit, rather than just a single tool, highlights overall performance, as well as process areas that could be improved. Enterprise governance can be accelerated utilizing DevOps as a result of this visibility while including automated change choices. The enhancements in San Diego include upgrades to DevOps’ System Health Dashboard that allows DevOps administrators to see the overall health of integrations, connectivity status, and inbound event processing data patterns. The System Health dashboard allows you to visually monitor the health, events, and connection of your DevOps instance. Interactive widgets give you access to information that lets you view and analyze your instance’s system health and inbound event processing details.

Tech Stack Hyperautomation

Markets, customers, and technology are all evolving at a breakneck pace. Organizations must adapt at the same rate, however, this is challenging due to unconnected systems and islands of automation. As a result, the workforce continues to be burdened by laborious, repetitive work, which inhibits innovation.

Automation Engine

The San Diego release introduces the Automation Engine that allows enterprises to unify their approach to hyper-automation by integrating AI, low code, Robotic Process Automation (RPA), and other essential technologies on a single low-code platform. The Automation Engine combines ServiceNow’s API-based Integration Hub with its brand-new RPA Hub. It enables UI-based integration with older systems that store valuable data. RPA Hub also employs “digital workers,” or software robots, to perform repetitive activities like filling out web forms or copying and pasting between applications. As a result of this, workers are able to focus on higher-value, more engaging tasks.

Automation Engine
Automation Engine | Source: ServiceNow

The Automation Engine contains the following features:

  • Integration Hub — API-based low-code integration that integrates ServiceNow to modern systems.
  • RPA Hub – It is a command and control center for digital robots that execute UI-based integration and automation.
  • RPA Hub Spoke- It is a component of the Now Platform that allows any developer to implement RPA into any ServiceNow workflow in Flow Designer.
  • RPA Desktop Design Studio –  It is a low-code integrated development environment for building robots with over 1,300 out-of-the-box components that helps you to reach more customers.

Field Service Management

The Field Service Management tool makes it easier for your company to manage location-based operations more effectively and safely. San Diego gets a new modernized appearance with Next Experience UI, as well as new dashboards for Planned Maintenance, Field Service Performance Analytics, Contractors, and Dispatchers. In the CSM/FSM Configurable Workspace, the Dispatcher dashboard serves as the home page. The dashboard shows real-time statistics about field service agents’ operations and performance throughout their assignments. Dispatchers can see information on pending dispatch items and agents’ availability in real-time. Dispatchers can auto-zoom the map on a certain technician or work order task when the map is extended. Along with UI and UX improvements, functionality has been improved as well. For example, “soft booking” now allows dispatchers to build optimum scheduling solutions and execute them so that work order tasks are seamlessly shifted from Scheduled to Assigned states. Dispatchers can use the new Scheduled state, which sits between Ready to dispatch and Assigned, to manually organize work order tasks without automatically notifying agents when dispatchers confirm work assignments.

servicenow field service management
Field Service Management | Source: ServiceNow

The ability to handle dynamic scheduling for crew management is also new in San Diego’s Field Service Management. Organizations can use Field Service Crew Operations to assign the same set of resources to different tasks over and over again. Crew members can allot a specific number of hours, days, weeks, or months to work together on the assigned tasks. Using the mobile application, the crew leader may keep track of the crew’s work contributions.  Users can now:

  • Drag and drop assignments onto crew entries in Dispatcher Workspace.
  • In Dispatcher Workspace, view locations on a map while dragging and dropping tasks to crews.
  • Increase crew utilization by recommending the most qualified teams for certain work orders.

Strategic Portfolio Management

Strategic Portfolio Management (formerly known as IT Business Management) enables businesses to make the best decisions and utilize digital transformation to deliver greater value to customers faster. You can use it to plan, deliver, and track value across many techniques. SPM makes it simple to anticipate essential business requirements, allocate resources, and assess your portfolio’s worth. It allows you to prioritize new orders and efficiently provide products. Assess relevant top-level investments and modify them as needed to make improvements. Reduce bottlenecks and manage strategic and operational work in one space to get to market faster. SPM enables you to align all of your activities in order to optimize business outcomes and respond quickly to change, allowing you to produce more value rather than just more output. Additional components of SPM include the Alignment Planner Workspace (APW) application, which assists product and portfolio managers in driving organizational alignment in the face of Agile and product transformation difficulties. San Diego adds several new features to APW, including the ability to: • Use roadmaps to plan SAFe epics within a value stream portfolio for SAFe PIs.

  • Use Microsoft Azure DevOps to import, export, and synchronize your epics.
  • Use the marked planning period on the roadmap timeline to simply reschedule an item.
  • Assign goals to planning items of the types Initiative and Big Rock.

Aside from APW, there are various additional aspects of Strategic Portfolio Management in San Diego to investigate. Project Portfolio Management, for example, has a new objective framework for setting goals, setting targets, and evaluating progress, as well as Financial Management. You can now enhance the effectiveness of cost modeling by informing consumers when an account or cost model is approaching a predefined threshold amount.

Industry solutions that are specifically tailored

Agility is required in every sector to create value. This necessitates distinct industry-specific innovation. ServiceNow is introducing new, purpose-built industry solutions with the San Diego release, addressing the particular digital demands of banks, insurance businesses, and technology suppliers. The Deposit Operations feature in banking will aid in the automation of ordinary deposits and other financial transactions. San Diego also improves Client Lifecycle Operations to assist banks to streamline the collection of documents required for employee onboarding, address modifications, and name changes, among other things. Financial Services Operations for Insurance connects distributors, underwriters, and services together to streamline the process of changing insurance policies.

Technology Provider Service Management
Technology Provider Service Management | Source: ServiceNow

Technology Provider Service Management combines customer care and operations with AI-powered self-service and proactive support. The newly released Order Management for Technology Providers delivers automated workflows to quickly launch and deliver products and services. These two tools, when used together, allow technology providers to connect their whole value chain, increasing efficiency and igniting growth. The latest San Diego release combines cutting-edge technology, an intuitive user interface, and features that address real customer needs.

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