The ServiceNow Tokyo release brings many new features and enhancements to the platform. Here are the top 5 new features we think you need to know about:
#1 Service Operations Workspace (SOW) for ITSM
The SOW for ITSM delivers a space for Service Desk and IT Operations teams to collaborate. It replaces the previous IT Agent Workspace. It is compliant with UI Builder so it can be configured to work how your teams work. Both Agent Chat and Virtual Agent plug into the workspace.
#2 ServiceNow Vault
ServiceNow Vault is a series of paid plugins providing data security tools to protect sensitive information from unauthorised access. It has several components including encryption, secrets management, code signing, data privacy controls to anonymise data when migrating from prod to non-prod instance, and a log export service.
#3 Translated Notifications
If you currently have code-based solutions for translating notifications into your users’ native language, this new feature will eliminate some pain. Build translated versions of the notifications when you build the base notification and the translated version will be sent based on your users’ language preference. Requires a plugin to be installed.
#4 Sidebar
Sidebar is the replacement for Connect Chat (which is not available in Next Experience). Agents can have discussions with a specific group of people on a record within the platform. It should be noted that Sidebar is not a direct replacement for Connect Chat – direct messaging between users is not possible and following a record is not possible. It does have both desktop and email notifications, emojis, configurable quick actions and several other new features.
#5 Enterprise Asset Management (EAM) Solution
We’re pretty excited about this one. ServiceNow has leveraged its experience in the IT asset management space to release a solution that can handle the full suite of business assets from planning to retirement. When you combine this with the established core platform capabilities around integration, automation, and workflow you have an incredibly powerful business-wide solution.