What’s New in the ServiceNow Washington DC Release for Businesses
- Universal Request:
The ServiceNow Universal Request is now integrated into the Service Operations Workspace to enable service agents to efficiently collaborate with other departments and accelerate case resolution from their Service Operations Workspace. By providing a unified view of tickets created by users from different departments, it helps streamline the resolution process.
- On-call Scheduling:
On-call scheduling has also been integrated into the Service Operations Workspace. This integration allows agents to view and manage their schedules and team members’ schedules, submit leave requests, and set notification preferences through the Schedules Menu from the Home Page. Additionally, it helps managers gain visibility into their team’s on-call schedules and configure escalation policies, enhancing overall operational efficiency.
- Performance Overview includes KPIs such as self-solved percentage (measures the proportion of issues resolved without agent intervention), call deflection (measures the frequency of actions), and more.
- Service Quality includes KPIs such as customer satisfaction score, MTTR (mean time to resolve), SLA (Service Level Agreements) compliance rate, first response effectiveness, and ticket reopen rate.
- Operational Success includes an operational KPI that tracks day-to-day operational efficiency and effectiveness.
Besides, the ITSM Success Dashboard enables users to track the performance of “Now Assist for IT Service Management” (an application introduced in the Vancouver release to summarize incident data and automatically create resolution notes).
The Now Assist for CSM application, powered with Generative AI, has been updated to enable users to set certain conditions within the case record fields. This ensures that Now Assist summarizes all the data only when specific criteria are met. The application also comes with role-based access control, allowing administrators to ensure that only authorized users can access the summarization feature.
Final Note
Author
Ravi Rajamani
Ravi is the ServiceNow Practice Lead at KANINI. He brings close to 18 years of experience in the IT industry and has strong program & project management skills spanning ServiceNow, Resource Management, Solution Design, and Service Delivery. He has a proven track record of helping enterprise customers leverage ServiceNow platform efficiently.