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It's time to yeehaw and celebrate because ServiceNow Utah release is finally here! But before you get too excited and rush into upgrading from your current version, our team at Unifii has been working tirelessly to make sure you're well-informed about all the best new features that come with the release. We'll provide you with an overview and suggestions on how you can fully tap into those new features.
With the Utah General Availability release, ServiceNow has rolled out a variety of new products and applications, as well as additional features and fixes for existing functionalities across different service modules. The goal is to make sure that the tool can continue to create value across your organization faster than ever with simplified experiences, purposeful automation, and improved organizational agility. So let's giddy up and ride off into the sunset with ServiceNow's Utah release!
ServiceNow Utah Release Highlights
Customer Experience
CSM (Customer Service Management)
Install base foundation
The latest release supports the installation of base foundations for complex product models, enabling add-on products and service sales. Agents will also have a complete view of all install base data including location, install dates and open cases.
Service definitions
It allows both customers and agents to find the service they need more easily. Automatic filters will be available according to customers’ product models or case contexts to assist them in reaching the relevant service item.
Omnichannel call-back
Customers can avoid queuing even when all agents are busy by requesting a call-back directly from chatbot conversations, the customer service portal, or Engagement Messenger cards. The call, via phone or zoom, can be booked for the agent’s next available slot or a later time chosen by the customer.
Field Service Management
Task bundling
Similar work order tasks will be grouped into one trip to reduce travel costs and carbon footprint while increasing service margins. Dispatcher efficiency and workload are also expected to be improved.
Intra-day schedule automation
Tasks will automatically be rescheduled responding to real-time field updates to eliminate guesswork for dispatchers. The updated feature will ensure that schedule gaps are closed and rescheduled tasks are compliant with contractual obligations. Technicians and customers will stay informed of the latest changes.
Equipment scheduling
Dispatchers can now schedule specialised equipment for different work tasks to avoid delays due to the tools’ long pending processes.
Technology and operating excellence
ITSM
Digital portfolio management enhancements
Deeper operational insights will be provided through the integration of DevOps flow metrics, benefiting critical business decision-making. The platform interface is also simplified with mappable popular KPI groups with user portfolios.
Enterprise Asset Management
Enterprise asset maintenance
Regular equipment maintenance schedules will be automated, streamlining tasks such as maintenance documentation for audits and inspections to lengthen the life spans of enterprise assets.
Enterprise asset reclamation
The reclamation and retiring processes will be automated upon employee turnover, with assistance to determine follow-up actions such as redeployment, repairment, retirement or disposal.
Software Asset Management
Software asset management success value builder
Users will get visibility to Software Asset Management insights through Software Asset Workplace where they can create, assign, and track new value builder tasks.
Containerised software licensing
The new feature will be able to monitor licensing compliance of software deployed on containers and determine compliance positions for products under Microsoft SQL Server and Microsoft Windows Server. Remediation options will be created automatically after discovering non-compliance.
Software contracts renewal calendar
All software contracts and entitlements will be gathered into one single calendar for clear visibility on time for renewal and expiration date, allowing businesses to plan better for upcoming SaaS usage.
Hardware Asset Management
Hardware asset procurement workspace
An integrated and centralised workspace for managing all asset procurement activities, giving users a better understanding of task progresses.
Pallets for inventory
Bulk updates are now supported by associating assets with a pallet. Information indicating the exact location of assets, such as aisle and space details can be added to the pallet for enhancing asset accountability.
Asset donation workflow
Procedures for asset donations to charities has been streamlined in Hardware Asset Workspace as a complete workflow. Users can request, approve, plan and schedule by editing tasks to donation orders. Acknowledgement documentation from charitable organisations can also be added to the system for better management.
