It is September, and it is time for the IT Service developers to witness yet another ServiceNow version. Numerous innovations are included in the latest edition of the platform to help firms adapt to the hybrid work era. As the global economy grows, the ServiceNow Platform Rome release gives organizations the capabilities they need to quickly establish agile work environments. Additionally, deliver exceptional customer and employee experiences, and drive innovation.
Early in the pandemic, ServiceNow added workflows to help companies manage their return to the office. In March 2021, ServiceNow’s “Quebec” release added support for low-code development tools to enable enterprises to automate workflows. This is just one of the many features that the Rome version comes with. To illuminate the most exciting features of the Rome version, we have made a list below.
Thanks to our ServiceNow Developer Vyshnavi Ram Choppa for summarising all important updates here for our readers.
Employee-focused Solutions
New employee-focused solutions given via a unified employee experience platform with the Now Platform Rome release let employers create simple, engaging employee experiences from anywhere. This allows employees to navigate work moments that matter with simplicity and confidence. New and enhanced solutions include:
- Employee Centre: It gives employees a single, integrated interface to access personalized information and request services from many departments. By combining all relevant information in one location, employee center cuts down on the time it takes employees to hunt for help and application fatigue. Organizations may simply curate information and services into customizable topic sites that allow employees to quickly locate the answers.
- Employee Journey Management connects cross-departmental trips like onboarding, work transitions, and offboarding by guiding employees through the moments that matter. HR teams and managers may also customise resources, strategies.So they need all on the same platform.
Automation Discovery
- This feature aids in the acceleration of automation across the entire organisation. Automation is speeding up across the enterprise due to the trend to hybrid work.This is exacerbated by growing talent shortages. ServiceNow’s Now Platform Rome release adds new AI and automation capabilities that enable IT teams to operate smarter and simpler from anywhere.
Automation Discovery determines the top ten opportunities for automating work with ServiceNow applications. These include Virtual Agent, Auto Routing, and Agent Assist from more than 180 subjects. By Using ITOM Predictive AIOps, Health Log Analytics Enhancements helps discover issues before they affect users and automates issue resolution. This builds on Loom Systems’ original technology and expands ServiceNow ITOM Predictive AIOps, which was previously released with the Now Platform Quebec release.
Workplace Reservations for Microsoft Outlook Add-in
With this add-in, employees can reserve a workspace space directly from their Outlook calendar in less than a minute. This means employees may now use their Outlook application to access all Workplace Reservation Management features. They may make a new appointment or amend an existing one, search for vacant spaces, and request additional services without having to launch a separate app.
Containerized MID servers
The management and scaling of the MID servers used for IT Operations Management become increasingly difficult over time. Therefore scaling was a time-consuming procedure. This process has been substantially improved thanks to Rome’s new functionality that allows containerization for MID servers. Any Windows or Linux administrator will be able to create a unified container using Docker Recipes. These containers can be used at any scale or as a template for scaling up MID server configurations. This feature will help save time for MID server management in the long run.
Next Best Action feature
In this version, the plug-in Next Best Action for Customer Service allows you to build the next best actions. For instance guidance or decision trees based on the record your agents are working on. As an agent, if the record you’re working on meets the next best action author’s criteria, you’ll be able to select the next best action. You can do this from the contextual side panel in Agent Workspace. This will help the user solve cases more quickly.
Timed Writing/Management from mobile devices
Users can generate, view, update, write notes, and submit timecards from their mobile device using the ServiceNow mobile timesheet app. From their mobile device, timesheet project managers and user managers can see, accept, reject, or recall a timecard.
Field Service Crew Operations
Crew Operations allows businesses to deploy fixed or ad hoc teams to different tasks in circumstances where a team of technicians is necessary to complete the job. Crew members work together for a number of hours, weeks, or months on the assigned duties, overseen by a crew leader who records work contributions and performs managerial tasks. Service in the Field Crew Operations enables enterprises to streamline work planning and execution while delivering exceptional results for complicated activities.
Flow Designer Error Handling
You can use the ServiceNow Rome Release to enable flows that automatically detect issues and take corrective action. If a flow meets a mistake, a series of actions and subflows can be automatically triggered to identify and solve problems as they arise.
IntegrationHub Imports
ServiceNow has merged multiple outdated forms into a single, contemporary interface using Imports through IntegrationHub. This makes importing data from external sources and transforming it into tables more easier. From a single location in the system, you may manage various imports, data sources, transform maps, and schedules.
Mobile App Builder
The Mobile App Builder is a new feature in Rome that allows you to create and update ServiceNow configuration records for native iOS and Android apps. It’s a Citizen Development tool that allows for real-time previews, faster navigation, and easy grouping of all elements in a mobile app. When compared to Mobile Studio, the Mobile Application Builder simplifies development. Therefore it improves the user experience significantly.
Customer Service Playbook – Focused Layout
Resolve issues more quickly with a focused playbook experience. This enables agents to focus on the current task while viewing the full process lifecycle. Display dynamic, contextual data relevant to the current process step.
New Features in Governance Risk and Compliance (GRC)
ServiceNow has expanded the Integrated Risk Management domain extensively in the Rome version. The top 3 features are :
- New UI for all core IRM modules & workspaces: As of Rome, a fully redesigned workspace user experience and the interface is accessible for all major IRM modules–Policy & Compliance, Risk Management, Audit Management, Vendor Risk, BCM, and Privacy Management. The new user interface is built on top of the Now experience framework. A 360-view workspace of all IRM relations has also been introduced, which greatly aids in the visualisation of complicated and interrelated GRC data. The improved user experience cuts down on OCM (Organizational Change Management) efforts and boosts user adoption throughout your company.
- Risk Management Portal
In the Risk Management organisation, a new Risk gateway improves information exchange and communication between the first and second lines of defense. Users now have access to a single, easy-to-use platform where they can log risk incidents, track open risk issues, and more.
- Privacy Management with BigID
The brand-new Privacy Application combines all of the NOW platform’s capabilities. In other words, New data discovery capabilities within the CSDM model, allow you to automatically map PII against the organizational/IT environment. Secondly, it preconfigures procedures for Data Protection Impact Assessments. For Instance, BigID and Information Objects.
The latest iteration
The latest iteration of ServiceNow Rome Release focuses on hybrid work, expanding app development, automation, and employee engagement.
The ServiceNow Rome release of the Now Platform demonstrates how ServiceNow has moved beyond its core IT service management area.
ServiceNow has grown into a platform of platforms through internal development and a slew of tuck-in acquisitions like Swarm64, MapWize, Lightstep, and Intellebot. New tools and features for ServiceNow’s industry offerings for manufacturing, healthcare, telecom, and financial services will be included in the Rome release.
To read the full document by ServiceNow,click here.
Are you looking for more clarifications or searching for a ServiceNow Partner to upgrade to Rome? Then head straight to this link.
By the way, have you wondered why ServiceNow names its releases on popular cities? We have answered this all here.
We will cover you the same way for the next ServiceNow Release. Guess what city will it be named after?
