The best new features from the ServiceNow Vancouver release

5 minutes

The ServiceNow Vancouver release is planned for September 2023, bringing with it a lot of exciting new features and capabilities. Don’t want to skim the release notes? You’re in luck! Here’s the scoop on what’s new and improved in Vancouver!

App Engine Studio

Generative AI Controller
The Controller lets you connect your ServiceNow instance to third-party generative AI providers like Open AI or Azure Open AI. This is extremely handy for summarizing, generating the content, generic prompts, and AI searches.

ServiceNow Washington DC Release unpacked

Key benefits
Use the power of AI providers for ServiceNow custom applications. Unleash a world of new possibilities for smarter applications that make work flow.

Information about generative AI

Key benefits 
This tool makes work easier for developers with its easy-to-use drag-and-drop builder and intuitive user interface.  

GenAI in Workspaces – Case summary & email compose
Workspaces GenAI now helps users summarize tasks and easily compose emails.

Key benefits
With GenAI users can reduce time-consuming tasks and finish tasks much faster.

Information about genAI

Text-to-code
With text-to-code, developers can generate code on script fields by writing a prompt in natural language. This prompt is then transformed into a JavaScript code.

Key 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 will not only suggest JavaScript code, but also code based on ServiceNow best practices.

Information about texttocode

Customer Service Management

CSM Workspace dashboard landing pages
Dashboard technology based on the UI Builder is finally available on the CSM Workspace! This gives you the much-needed flexibility to the Workspace landing page without relying on developers to implement landing page variants.

Key benefits
Customer service agents and managers can now view, customize, and share dashboards through landing pages. Switch between available dashboards, modify lists and metrics to track important information, and share created dashboards with other users and across teams.

Info about CSM

Declarative responsibility framework
This new framework incorporates the existing responsibility feature and lets you add an additional layer of access controls to CSM entities, like Case or Sold Product records.

Key benefits
Reduce the need for scripting and enable administrators to create and update responsibility definitions and configure access configurations.

HR Service Delivery

Employee Growth and Development
Introducing an AI‑powered talent transformation solution to drive skills‑based workforce management.

Key benefits
Employee Growth and Development lets you develop data driven talent management strategies. These strategies help predict, identify, and develop skills that will have the greatest impact on the business and close talent gaps. Additionally, employees will be able to identify their skills, areas of interest, and career paths and use them to improve manager-employee relationships.  

IRM/GRC

Enhanced Advanced Risk Assessment incl. Target Risk & guided Assessment scoping
ServiceNow Vancouver release enhanced the Advanced Risk Assessment User experience and Configuration possibilities, making the Risk Engine even stronger. Moreover, you can rename Assessment steps (e.g. Inherent Risk to Gross Risk, Residual Risk to Net Risk etc.) and configure the Assessment forms based on the individual needs, which was previously not possible without heavy customization.

Key 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. Additionally, the Risk process includes a guided Playbook for scheduling Risk Assessments and scoping Risks. This enables easy customization of Risk Assessment screens and more. These enhancements provide the Risk Manager with greater flexibility to tailor the Risk Assessment process to the organization’s requirements and terms.

Revamp of User Interface for BCM (UI-Builder Workspace)
ServiceNow Vancouver release revamped the User Experience for BCM-Users. The newly introduced BCM-Workspace is now built on the new UI-Builder Technology. Before this, the Interface of the BCM- Workspace was still built on the Legacy Workspace Technology.

Key benefits
This not only gives the user a completely new, modern, and intuitive look and feel but also enables the implementers to adjust the Workspace more easily to the organization’s needs. Furthermore, custom Workspace Dashboards including graphs and reports can be easily created and tailored to different User Groups.

Hidden gems of the ServiceNow Vancouver release

 

New IRM Application: 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 breaches of Guidelines and Policies.

Cases and compliance cases can have 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 time.

Key benefits
This application makes Compliance a part of everyone’s job and enhances collaboration between different stakeholders, such as Compliance-Team, Legal, Line of Business etc. Moreover, it makes it easier to react and resolve Compliance issues in the organization.

ITSM

Task intelligence for ITSM

This feature enables a machine learning solution to predict and recommend incident field information and help categorize incidents in applications such as Service Operations Workspace.

Key Benefits

With Task intelligence for ITSM, the agents will be able to solve issues faster, reduce error rates, and improve the service and the experience for both customer and agent.

Multiple active conversations for VA

This feature expands the reach of Virtual Agent by eliminating the one-conversation limit. By configuring their Virtual Agent conversations based on context, switching between portals will not immediately transfer all chat history to the new portal (for example, holding an HR conversation in the HR portal and then bringing up an IT request, the chat continues in the IT portal).

Key Benefits

With multiple active conversations for VA, customers can choose to share or restrict any or all content between concurrent conversations. This mitigates the risk of transferring possible sensitive data. Users can conduct conversations without interruption or information exposure in the wrong context. With portals and notification contexts aligned, users receive information appropriate to their context, including incident updates and other relevant data.

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Sebastian Tisch

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Sebastian Tisch
CSM Consultant

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