What is ServiceNow?

As a leading enterprise service management (ESM) tool, ServiceNow optimises processes and connects organisational silos with automated workflows. Through this unified, customisable platform, you can digitise every part of your business to work faster and smarter, leaving your teams to focus on meaningful, impactful work.

What is ServiceNow?

What We Do


Unifii's Service Overview

We empower our customers with ServiceNow expertise we yearned for when we were clients. Our services have been carefully crafted to tackle key challenges we have seen time and time again.

Unifii's Service Overview

Platform Management Services

With Unifii's Platform Management Service, your business can benefit from our brand new approach by choosing the level of intervention and assistance you need to make ServiceNow your best investment.

Advisory and Strategy

Our expert team helps you and your business align your technology with your strategic goals, and deliver the tools and processes needed to support you on your transformational journey.

Implementation Services

Combine deep technical capability & industry-wide expertise with a proven implementation methodology to ensure your ServiceNow instance fits your business.

Workload Management Application

The Workload Management App is a pre-built tool available on ServiceNow’s App Store, that revolutionises task management by replacing chaotic shared inboxes and spreadsheets with one streamlined platform equipped with data insights.

License Reseller Service

Our tailor-made licensing service sets us apart from the rest, simply because we want you to get the most from your investment. We'll do the hard work so you don't have to.

Portal Design Service

Create a seamless end-user experience for your customers and employees through your own bespoke and branded portal, tailored to what services your end-users need most.

ServiceNow Platform Assessment

Unifii's ServiceNow Health Check will help you identify issues, avoid common configuration errors, improve efficiencies and accelerate upgrades.

ServiceNow Applications

The Unifii team have created a brand new suite of ServiceNow applications to help your business use the platform more effectively and bring siloed teams together, all whilst improving transparency between departments.

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Take us to Tokyo: The latest ServiceNow release

It’s that time of year again...! 

ServiceNow are releasing the Tokyo updates this September. We’ve completed a roundup of the all-singing, all-dancing best bits from each product area, making life easier for you when it comes to upgrading your instance. 

The ServiceNow Tokyo release includes various updates to products, applications, and features. However more products and features will be released with the Tokyo General Availability (GA) release at the end of Q3 2022, so check back at the end of September for more information on Tokyo’s exciting GA features.

Technology excellence

IT Service Management

  • Admin Center: This new application lets you simplify licensed product configurations and set up, increases transparency, and decrease time-to-value by monitoring, managing, and adopting applications and capabilities.

IT Operations Management and Configuration Management Database (CMDB)


  • Accelerated root cause analysis: Review how DevOps configuration item (CI) changes modify configuration data values and assess them against policies to resolve, reverse, and modify noncompliant changes to related incidents. 


  • CMDB attestation with smart detection: Teams can confirm that critical CIs are present with the attestation widget, and attest discovery items automatically with the smart detection feature.

Operating excellence

Governance, Risk, and Compliance (Integrated Risk Management) 

  • Scenario Analysis for Operational Resilience: Resolve service disruptions before they become a business risk by monitoring and predicting impacts and disruption scenarios. 


Strategic Portfolio Management 

  • Export to PowerPoint: It’s now quicker to generate custom status reports for ease of communication and alignment. 

  • Financial metrics: This enables process managers to confidently re-forecast project costs whenever changes occur, enhancing project planning accuracy​.


Customer experience

Customer Service Management 

  • Task Intelligence for CSM: You can now resolve customer cases faster with automation and AI. Auto-populate fields, detect customer sentiment, and extract attachment data for more complete case files. 

  • Industry data models: Unify business operations across internal and external business locations. Define and register external business locations (such as franchise and dealership) and staff. 

Field Service Management 

  • Territory planning: Minimise coverage overlaps, improve scheduling, and visualise people, tasks, and assets with a brand new, interactive territory map. 

  • Schedule optimisation: Maximise your team’s scheduling efficiencies by prioritising business objectives and scenario KPIs. This will allow you to enhance your real-time, in-day schedules and automatically balance multiple priorities. 

  • Capacity and reservations management enhancements: It’s now easier to schedule resources efficiently by managing employee workload capacities. This will allow you to fine-tune capacity usage by leveraging your internal and external resources to meet any appointment booking needs. 

  • Inventory management enhancements: Your business’ field resources can now search for, transfer with peers, select, and request multiple parts, allowing them to utilise part sourcing and maintain inventories.

Now platform

Next Experience UI 

  • Admin Center: This involves following a guided experience to install and configure ServiceNow solutions including personalised application recommendations based on your current instance maturity and your business goals. 

  • Platform Analytics Workspace: Leverage cross-platform user experience and log analytics data in a dedicated workspace. You can design, build, and configure complex dashboard visualisations with in-line editing and advanced UI builder components. 


Now Intelligence 

  • Task Intelligence: Deliver fast resolutions with AI-powered task creation and triage. Understand sentiment to prioritise efforts, categorise cases to route them correctly, and auto-populate fields with Document Intelligence. 

  • Process Optimisation enhancements: Multi-dimensional process mining allows you to analyse processes to maximise performance. 

  • AI Search enhancements: Leverage search-based autocomplete suggestions to get users to the correct destination. You can expand language support to traditional and simplified Chinese-character tokenisation. 

  • Virtual Agent enhancements: Greatly improve your team’s customer conversation experiences by detecting and translating to the end-user’s language, routing conversations with topics in Slack and Microsoft Teams, and sending interactive voice responses (IVRs). 


ServiceNow mobile 

  • Mobile Agent enhancements: Drive and heighten agent productivity with offline record creation, updating, and viewing. Your team can upload multiple media files simultaneously, and toggle between map and list views for all points of interest. 


Platform Security 

  • ServiceNow platform encryption: Increase privacy policy compliance with cost-effective encryption that works for both a ServiceNow and customer-managed key (BYOK). 

  • Adaptive authentication for mobile devices: Make the secure authentication for your ServiceNow instances unbeatable, on registered and trusted mobile devices, regardless of the physical location. Mobile user productivity will soar, and you can authenticate them with context-based authentication in order to remove vulnerabilities. 


Platform foundation 

  • Automated Testing Framework (ATF) enhancements: Changes to this application mean that the quality of your apps will be revamped, with testing speeds accelerated thanks to the AI-powered automated testing and verification. 

  • Upgrade plans: When it comes to future upgrades, you can accelerate and simplify the process by neatly packaging applications across multiple instances in an upgrade plan. Upgrades can be configured in a sub-production environment to ensure the desired outcome before it goes live.

Automation and low-code

App Engine 

  • Flow Designer enhancements: Improve your workflow reviews and eliminate change risks with read-only views for both users and stakeholders. 

  • Process Automation Designer enhancements: Create complex process variants efficiently, by building new processes from an existing process definition and duplicating tested processes. 

  • Pro development enhancements: Convert ServiceNow Store apps to in-development apps and submit deployments in parallel without causing collision, using continuous integration and continuous deployment (CI/CD).

Are you buzzing yet? As we mentioned above, there’s more to come too, so stay tuned...

For more info on upgrades, check out our previous blog here. For a free consultation on how Unifii can help, please get in touch with one of the team here


Written by

Julia Nikulina

Head of Delivery Capability and Content

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