The ServiceNow Utah 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 Health and Safety Solution
We’re looking forward to seeing how this product matures. Our team has spent a bit of time around safety systems over the years and the available solutions certainly lacked technology chops. ServiceNow’s play into this space is exciting and logical and will provide the full power of the platform to safety practitioners. Provides ability for users to report safety incidents and near-misses and enables safety teams to conduct investigations, perform root cause analysis and assign corrective/preventative actions.
#2 Menu Usability
This usability uplift will appeal to end-users. Utah provides the ability for users to create groups to store and organise their favourites. The ‘All’ menu in Next Experience now filters menu searches in separated groups for ‘All’, ‘Favourites’, and ‘Workspaces’.
#3 Custom Notifications
This ability to configure in-product notifications in Next Experience is a great addition that will hopefully drive a reduction in email traffic. Combined with additional notification preferences it gives the user more control over their preferred communication channels. The alerts appear as pop-ups and in the notifications section of the Next Experience banner (the bell icon). They can be displayed within workspaces or Next Experience.
#4 Proactive Triggers
The ability to configure a proactive trigger to pop-up messages to end users as they navigate around the system will be a great self service feature and will drive adoption of Virtual Agent. For example, if a user views a knowledge article for ‘VPN’ the pop-up can direct the user to the VA conversation that will guide them through troubleshooting their VPN connection. Available to Virtual Agent and Agent Chat customers and can also be triggered from service portal pages.
#5 Enterprise Architecture Workspace in APM
Within the Application Portfolio Management (APM) product the new Enterprise Architecture Workspace delivers a great user experience for Enterprise Architects to manage their application portfolio and stay up to date with tasks needing attention, gain insights into high-risk areas or orphan business capabilities, and monitor the health of their portfolio. The dashboard tab provides at-a-glance metrics on the Business Applications by lifecycle stage, by platform and by application category amongst others.