ServiceNow releases are announced two times every year. And it’s that time of the year again! ServiceNow recently launched its latest version, called ServiceNow Tokyo Release. In this release, like in every release, ServiceNow has put emphasis on enhancing developer productivity and rolled out a few upgrades/new solutions that can benefit front-end business operations. Environmental, Social, and Governance (ESG), Enterprise Asset Management (EAM), and Supplier Lifecycle Management (SLM) are also some of the significant focus areas of the ServiceNow Tokyo Release.
What’s New in the Tokyo Release
1) ServiceNow Enterprise Asset Management (EAM)
Businesses should maintain accurate asset records to ensure regulatory compliance and build investor trust. Although we have ServiceNow IT Asset Management (ITAM), which has been helping companies manage their assets, it is primarily confined to the IT space and does not concentrate on assets across departments.
2) ServiceNow Vault
- Platform Encryption: Protects sensitive data–Medical records, Personal Identifiable Information (PII), and more; and enables organizations to comply with laws such as HIPAA, GDPR, and so on. These encryption capabilities are developed in line with the NIST policies and guidelines.
- Data Anonymization: Classifies sensitive data and anonymizes it as per the relevant regulations.
- Code Signing: Validates and secures code/scripts of software/applications.
- Secret Management: Protects digital credentials such as passwords, keys, tokens, and so on, across the applications used in the organization.
- Log Export Service: Exports system logs/records seamlessly to analytical tools for security monitoring.
3) ServiceNow Supplier Lifecycle Management (SLM)
4) Admin Center
What got Upgraded in the Tokyo Release
1) Environmental, Social, and Governance (ESG)
ESG reporting has become an essential part of business today to attract potential investors. ServiceNow introduced the ESG management and reporting solution in the Rome release to help customers manage their ESG initiatives through an easy-to-use cloud platform. In the Tokyo release, ServiceNow has integrated a new capability–Carbon Accounting–into the ESG management tool to help companies manage and report their carbon or greenhouse gas emission status to investors and regulators. With this solution in place, companies can forgo their manual processes of calculating carbon emissions.
2) HR Service Delivery (HRSD)
- Manager Hub: This new addition is primarily to help Managers collaborate and interact with their team members and meet their requirements while achieving organizational objectives. Managers can access employee information and manage their lifecycle on their instance/dashboard and increase overall productivity.
- Issue Auto Resolution: Employees can now solve their common workplace queries themselves in real time through issue auto resolution. It also redirects complicated employee queries to agents and helps companies reduce costs with the AI-powered feature.
3) IT Operations Management (ITOM)
With ServiceNow ITOM, enterprises can control their IT resources/components and manage their functionalities to ensure that they work in line with business requirements. In the Tokyo release, customers get access to a new addition–ITOM Governance. It provides advanced management capabilities for companies to streamline their cloud migration process. With ITOM Governance, companies can easily remediate cloud misconfigurations and incorrect resource tags.
4) Customer Service Management (CSM)
ServiceNow CSM helps companies build strong customer relationships by enabling them to respond to customers’ requests promptly. A significant addition to ServiceNow CSM in the Tokyo release is Task Intelligence. This new update enables agents to understand 20 different customer languages. The AI capability, integrated with the CSM tool, helps agents understand customer sentiment by analyzing case descriptions or requests.
What got Decommissioned in the Tokyo Release
- Platform Analytics Workspace: Users no longer have access to dashboard builder, which previously helped them create workspace dashboards. They can create or edit dashboards with the new editor feature. That said, dashboards that were previously created with the builder will be moved to a new page.
- Knowledge Management: The Knowledge Management application, which helps users with informative articles on troubleshooting and so on, no longer supports My Knowledge and Knowledge Management Overview. Instead, users now have access to the Knowledge Manager Overview Dashboard.
Manpreet Chadha is a ServiceNow Chief Solutions Architect at KANINI. She is passionate about aligning ITIL process efforts from design to implementation, operations, and service improvement. As a tech enthusiast, Manpreet utilizes IT Service Management best practices, tools, and methodologies to develop cost-effective solutions that satisfy business requirements.