ServiceNow Tokyo Release Includes New Admin Center, Enhanced Visualization
Here are 13 notable new features from among over 100 included in ServiceNow’s fall semiannual release.
September 28, 2022
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Admin Center is a major component of ServiceNow Impact, the company’s new AI solution designed for large-scale environments. Besides the improved visualization and single instance views, the new Admin Center debuting in the ServiceNow Tokyo release, simplifies the discovery, installation, and configuration of ServiceNow solutions in a self-service manner. It includes ServiceNow’s new Adoption Blueprints, designed to offer guided implementations.
Operational Resilience Management protects organizations from potential disasters by enabling managers to anticipate them, determine the potential impact of incidents on operational resiliency and implement recovery plans. It includes a new Scenario Analysis tool to simulate events and how they might impact operations.
ServiceNow Vault secures confidential data using key management data classification to enable anonymization to ensure compliance. It uses native encryption to protect machine credentials and validate the authenticity and integrity of code deployed to ServiceNow’s Management, Instrumentation and Discovery (MID) Server to prevent the insertion of malicious code. ServiceNow Vault also enables communication of ServiceNow application and system logs in near real-time.
Telecom Network Inventory (TNI) provides network management and planning for communications service providers (CSPs). TNI lets partners automate service life cycle workflows.
Enterprise Asset Management (EAM) automates the entire life cycle of business assets from procurement to retirement. It could include medical equipment such as X-ray and MRI machines for health care providers and manufacturing systems for manufacturers, among other physical assets.
ServiceNow introduced ESG management capabilities in the San Diego release in March. The Tokyo release includes enhancements that allow documentation of ESG goals. According to ServiceNow, the ESG enhancements now let customers establish and track KPIs’ performance and collect and validate data. The new ESG capability also provides carbon accounting to calculate greenhouse gas (GHG) emissions.
Schedule Optimization for Field Service Management (FSM) promises to simplify scheduling by addressing multiple concurrent objectives, such as priority, parts availability and specific skills required. It also accounts for dispatcher workloads, considering costs and carbon footprint in the scheduling and dispatch process.
Manager Hub lets business managers track employees to ensure they are productive and satisfied in their jobs. Accessible from the ServiceNow Employee Center, managers can track employees’ lifecycle and career progress. Employees can use it for everyday processes, such as time off requests and scheduling training.
Issue Auto Resolution for Human Resources extends ServiceNow’s Issue Auto Resolution for ITSM to HR managers. It uses NLU to analyze requests using employees’ preferred channels, including Microsoft Teams, SMS and email. It can recognize urgent issues and routes them accordingly.
Automation Center oversees ServiceNow’s robotic process automation (RPA) engine and integrates with third-party automation to provide a unified view of business impact and operational health.
DevOps Config, included in ITSM Pro, manages application configuration data, software releases and infrastructure in a common repository. It manages access control, validates real-time configuration changes, and prevents actions that can contribute to outages.
Legal Service Delivery lets organizations digitize their legal operations onto one platform. It creates a portal, repository and workflow platform for legal teams and provides connectivity to departments including HR, sales, marketing, IT and risk management. It also supports various legal operational functions, such as Legal Investigations for managing sensitive internal complaints.
Enhancements to Order Management includes upgraded product catalogs designed to let administrators schedule pricing and product launches and bundle products. It also lets organizations offer customers self-service order submissions and tracking.
Enhancements to Order Management includes upgraded product catalogs designed to let administrators schedule pricing and product launches and bundle products. It also lets organizations offer customers self-service order submissions and tracking.
A new Admin Center is at the center of the ServiceNow Tokyo release, the company’s semiannual Now platform update. ServiceNow, which started rolling out the Tokyo update to its platform last week, has added over 100 new features.
The ServiceNow Tokyo release also introduces a new Manager Hub, added automation capabilities and upgraded IT service management (ITSM) resources. Additionally, ServiceNow has added new field service management and improved many of the platform’s human resources features.
ServiceNow focused on enhancing its visualization and automation capabilities using advances in AI with the Tokyo release. Dave Wright, ServiceNow’s chief innovation officer, told Channel Futures that the new Admin Center will enable its MSPs partners to visualize conditions and map scenarios. ServiceNow added the first modules for MSPs in March with its spring release, called San Diego.
For customers, Wright said the new release offers more visibility of costs, a feature driven by the rise in inflation. Wright said customers have also requested improved supply chain visibility and compliance with mounting regulations.
According to Wright, the Admin Center also provides improved visualization of the platform’s ITSM and business services management capabilities.
“It provides a single screen that sits in the instance and allows them to go in and see everything,” Wright said. “It provides a single screen that allows administrators to go in and see everything they’ve got rights. Based on that, what we can do is we can look at how the system is behaving.”
A view of 13 noteworthy features in the ServiceNow Tokyo release appears in the gallery above.
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