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Australia IT Service Management

  • IT Service Management -- Manage and resolve IT service requests, incidents, problems, and changes with ServiceNow IT Service Management (ITSM).
  • Exploring IT Service Management -- IT Service Management delivers resilient, AI-powered IT services that transform how organizations support employees, empower agents, and optimize operations. Built on the ServiceNow AI Platform, ITSM intelligently automates workflows, accelerates issue resolution, and provides exceptional service experiences across your entire IT organization.
  • IT Service Management applications -- IT Service Management (ITSM) provides a suite of applications that help organizations manage the end-to-end delivery of IT services, from incident resolution to change management and continuous improvement.
  • Simplified IT Service Management -- Simplified IT Service Management provides an AI-native solution for simplified and automated implementation, and unified user experience across multiple ITSM applications.
  • Asset Management common applications -- Asset Management application relies on a seamless integrated ecosystem of applications to deliver complete visibility, control, and optimization of IT assets throughout their lifecycle.
  • Benchmarks -- The ServiceNow Benchmarks application gives you instant visibility into your key performance indicators (KPIs) and trends, as well as comparative insight relative to industry averages of your peers and to the industry top performers. You can contrast the performance of your organization with recognized industry standards, view a side-by-side comparison of performance with global benchmarks, and implement recommendations for improved performance.
    • Explore -- Use Benchmarks for ITSM to get a comparative insight relative to industry averages of your peers and to the industry top performers. With Benchmarks get a quick visibility into your key performance indicators (KPIs) and trends.
    • Benchmarks roles -- The Benchmarks admin and the viewer roles are introduced with Benchmarks.
    • Configure -- Enable Benchmarks for ITSM and configure the settings to track the Benchmarks KPI and the trends.
    • Enable Benchmarks -- Enable Benchmarks by opting in to participate in Benchmarks data collection. With Benchmarks you can compare your organization's performance with that of the recognized industry standards.
    • Enable a benchmark KPI -- Enable KPIs to use in your data reporting.
    • Configure resolved incident Benchmarks KPIs -- The source for the KPIs containing resolved incident data is the resolved_at field in the Incident [incident] table, which may not exist in some environments. In this case, additional configuration is required to use these KPIs.
    • Use -- Use the ServiceNow Benchmarks application to collect historical data to analyze the benefits of year-over-year growth. View the Benchmarks KPI data and drill down to analyse the performance analytics.
    • Use Benchmarks data for value management analysis -- Manually collect historical Benchmarks data to analyze the benefits of year-over-year growth when you use the ServiceNow Benchmarks application.
    • New Benchmarks Dashboard -- The Benchmarks dashboard displays KPI data, performance trends, and indicator scorecards.
      • View benchmark KPI data -- Benchmarks KPI data is shown in Benchmarks dashboard built in Next Experience UI. Data includes values for your company instance, and for global data.
      • Benchmarks KPI performance trend -- The Benchmarks KPI performance chart trend view shows your KPI performance comparison with global data, and provides details about the KPI on the contextual side panel.
    • Drill down within benchmark KPI data -- You can drill down within benchmark KPI data for further analysis within Performance Analytics.
    • Reference -- Refer to the different roles, dashboard, KPI categories and trends offered by ServiceNow Benchmarks.
    • Benchmark KPIs -- You can enable or disable a benchmark KPI, and customize KPI conditions. Integration with Performance Analytics provides daily data collection and drill down capabilities on KPI data.
    • Opt out of Benchmarks -- You can opt out of Benchmarks at any time. If you opt out, your company usage data is no longer included in the Benchmarks data set, and you no longer see aggregate metrics.
    • Domain separation and Benchmarks -- Domain separation is unsupported in the Benchmarks application. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
    • Link or customize a benchmark KPI -- You can customize KPI conditions to fit the needs of your organization better.
  • Change Management -- The ServiceNow Change Management application provides a systematic approach to control the life cycle of all changes, facilitating beneficial changes to be made with minimum disruption to IT services.
    • Explore -- The Change Management processes for a change request are controlled by workflows defined for a specific change request type.
    • Change model management -- Change models help streamline change requests by tailoring a fit-for-purpose process to support specific, common change use cases.
    • Change types -- Change Management supports the three types of service changes ITIL describes — standard, emergency, and normal. The change type determines which state model is invoked and the change process that must be followed.
    • Change templates -- Standardize the creation of change requests by creating change templates based on all available change models.
    • State progression for change models -- Each change request model progresses through a number of state values in a specific order.
    • Modify email notification -- There is a change request email notification, which, if active, sends a notification to the user when the state progresses to Scheduled, Implement, Review, or Canceled. You can modify the change request notification to specify when to send it, who receives it, and what it contains.
    • Change approval policies -- In Change approval policies, approval definitions are used to generate approvals according to your business requirements.
    • Approval with e-Signature for change requests -- Use e-signatures to add an additional layer of verification and compliance to change approval workflows. e-signatures are supported in both Core UI and Service Operations Workspace (SOW).
    • Change Advisory Board (CAB) workbench -- The Change Advisory Board (CAB) workbench enables a CAB manager to schedule, plan, and manage CAB meetings.
    • Upgrade Change Management -- Follow these instructions to upgrade your Change Management system.
    • Configure -- You can configure various aspects of Change Management based on the specific requirements of your organization.
    • Change Management plugins -- You can activate one or more of the Change Management plugins if they are not already active. Some plugins include demo data.
    • Standard change catalog -- Standard changes are pre-approved, low risk changes with a proven history of success. The standard change catalog contains the changes that have been approved by the Change Management application as standard changes.
    • Enhanced change data model -- The enhanced Change data model supports better categorization, change model linkage, and role-based access to change templates. This new data model does not impact the existing standard change catalog and no migration of existing standard changes is required.
    • Create a Change model -- Create change models to configure the states and transitions to match your organization's change processes.
    • Change schedules -- The Change Schedules landing page provides a view of schedules that are categorized under Pinned Schedules, Your Schedules, and All Schedules. The grouping of schedules provides easy access to your most required schedules and saves your time from searching through all the schedules in the system.
      • Change schedules view -- The Change Schedules module provides a Gantt or timeline view of change requests based on criteria defined within a Change Schedule Definition.
      • Create a change schedule from the Change Schedules page -- You can create a change schedule to view all scheduled changes, change tasks, blackout periods, maintenance windows for any given date, week, month, or year.
      • Create a change schedule from the change schedule definition -- You can define a change schedule from a change schedule definition record. Change schedule definitions help you to define the content that displays in the change summary popover, the users, groups or roles with whom a schedule is to be shared, and related span style colors.
      • Add related tasks to a change schedule -- Create related definitions to present related tasks for change requests in the change schedule. For example, to view the change tasks associated with a change request, you need to define a related definition.
      • Style rules definition -- You can create a style span to specify the color for different events in a change schedule. Style spans in a schedule help to quickly identify characteristics of a change based on a field value from the Change Request.
      • Define default style rules -- You can define style rules from the Default Style Rules module when you want the style rules to be used by change schedules globally and not for any specific application.
      • Define style rules from Change Schedule Definitions -- You can define style rules from change schedule definitions when you want the style rules to be applied to the change schedule related to the change schedule definition.
      • Define style rules from Change Schedules View -- You can create style rules from the change schedules view when you want the style rules to be applied to the specific change schedule where it is defined.
    • Configure ability to copy a change request -- You can configure the ability to copy a change request record and its details using system properties.
    • Create a change request assignment rule -- You can define assignment rules to automate the process of assigning change requests to the appropriate group or individual.
    • Add a new change request type -- You can add a new change type to your change process. There are several processes involved with adding a change type. These processes include managing script includes and workflows.
    • Extend or disable multiple CI association -- The ability to associate multiple CIs to a task can be extended to other types of tasks. You can also disable multiple CI association from the related lists on change request records.
    • Conflict detection -- Conflict detection identifies potential scheduling conflicts for a change request based on the configuration items, and planned start and end date or the change. If a scheduling conflict exists, conflict detection also checks any related blackout or maintenance schedules and other active change requests to determine the scheduling conflict.
      • Detect change conflicts -- Detect change conflicts by setting Change Management conflict analysis properties. Use the resulting information to calculate conflicts for change requests and review and modify the change to eliminate conflicts.
      • Conflict detection properties -- Detect change conflicts by setting Change Management conflict analysis properties. Use the resulting information to calculate conflicts for change requests and review and modify the change to eliminate conflicts.
      • Create blackout and maintenance schedules in Change Management -- Use the Blackout and Maintenance windows to schedule a change. Blackout windows specify times during which normal change activity should not be scheduled. Maintenance windows specify times during which change requests should be scheduled. For example, create a blackout schedule for code freezes at the end of the year. blackout-maintenance-schedule
      • Assign a maintenance schedule to configuration items -- You can review and determine the conflicts in a change schedule by assigning the maintenance schedules to configuration items (CI). After you assign a maintenance schedules to the CI, add the CI to the change request.
      • Configure change request to monitor conflicts -- When a change request is configured to display the conflicts that are outside the maintenance schedule, conflict detection indicates whether the planned start and end dates occur outside the maintenance window or not. By reviewing the conflicts that are detected, you can modify the change schedule.
      • Conflict calendar -- The conflict calendar graphically represents the potential scheduling conflicts for a change request. Conflicts are identified as active change requests, blackout schedules, and changes scheduled outside maintenance schedules. Use the Scheduling Assistant to resolve any schedule conflicts.
      • Manage your change schedules and resolve conflicts -- Prevent schedule conflicts by using the conflict calendar to manage your change schedule details, customize views, and resolve conflicts.
      • Enable automatic change conflict detection -- Automate conflict detection to run at specific intervals or when a change request is updated to immediately review the conflicts when the schedule dates are updated.
      • Detect conflicts manually and review conflict details -- Run conflict detection manually for a change request. Review the conflicts detected either automatically or manually and resolve them by changing the schedules.
      • Cancel conflict detection manually -- Run conflict detection manually for a change request. Review the conflicts detected either automatically or manually and resolve them by changing the schedules.
      • Exclude change requests from conflict detection -- Run conflict detection manually for a change request. Review the conflicts detected either automatically or manually and resolve them by changing the schedules.
    • Change success score -- Use team historical data for insights into team performance. The score value helps you to determine how likely the team is to complete your change request without issues.
      • Success score indicators -- Change Success score contains Performance Analytics indicators for data collection. Indicators define a performance measurement taken at regular intervals of a business service, an activity, or organizational behavior. These performance measurements result in a series of indicator scores over time.
      • Success score calculation -- To calculate the success score, formula indicators are provided. These indicators apply the multiplication operation to the data collected by the automated indicators to arrive at the final score.
      • Modify score calculation -- Modify the multiplier values in the formula indicators to calculate the final success score.
      • Success score rating -- Based on the change success score rating, a color and text is associated that is displayed as part of the Change Success Score card. By default, four success score ratings are available with a specific score range.
    • Predictive Intelligence for Change Management -- The Predictive Intelligence for Change Management capability uses machine-learning algorithms to suggest standard templates, identify similar incidents, and enhance risk assessment for the change.
    • Applying CSDM guidelines to Change Management -- Change Management lets you control every aspect of the IT change process from creation to approval. When you have accurate information, you can minimize risks to your business and avoid conflicts with scheduling. The goal of this product view is to help you to understand how Change Management key entities work with the core CSDM framework.
      • Change Management and CSDM tables -- Change Management manages and uses CSDM tables. Several ServiceNow products benefit from and add value to Change Management.
      • Change Management use case -- For ITSM, specifically incident and change, identifying the location of critical data can help reduce mean time to resolve incidents and eliminate outages caused by change.
      • Change Management considerations -- Consider these points while implementing the CSDM framework.
    • Legacy: State model and transitions -- Change Management offers a state model to move and track change requests through several states.
    • Use -- Work on a change request seamlessly and create the approval policies as required to meet your organizational needs.
    • Create a change request -- Create a change request to implement a controlled process for modifying approved and supported configuration items (CIs).
      • Create a change request from a configuration item (CI) -- Create a change request from a list of configuration items (CIs), or add selected CIs from a list to a change record.
      • Create a standard change request from the catalog -- You can create a standard change request from the published standard change catalog templates.
      • Copy a change request -- You can copy details of an active or canceled change request to a new change request.
      • Create a change task -- You can create change tasks for a change request. A change task is a piece of work related to the change request. For example, there can be tasks to plan the change, implement the change, and test, and review the work.
      • Unauthorized change request -- Understand how an unauthorized change activity on a configuration item (CI) is captured and managed, so that you can review and take timely action on this change.
      • Disable the creation of an unauthorized change request -- You can choose to disable the generation of unauthorized change requests that you receive on any unauthorized change event. When a configuration item (CI) that is part of an application service is updated, the system identifies this update and verifies whether the updated CI is part of an open change request.
      • Unauthorized change properties -- Use the Unauthorized Change Properties page to enable or disable the unauthorized change capability, and to configure the criteria for additional unauthorized change properties.
    • Process a change request -- You can approve, implement, review, and close a change request.
      • Associated CIs on a change request -- You can associate additional CIs or services to change requests through related lists on the Change Request form. You can also associate CIs with a change request from the dependency views map.
      • Add affected CIs to change requests using dependency views -- You can associate additional CIs or services to change requests through related lists on the Change Request form. You can also associate CIs with a change request from the dependency views map.
      • Associate multiple CIs with a change request -- You can associate additional CIs or services to change requests through related lists on the Change Request form. You can also associate CIs with a change request from the dependency views map.
      • Add an affected CI with a calculated application service -- You can associate additional CIs or services to change requests through related lists on the Change Request form. You can also associate CIs with a change request from the dependency views map.
      • Mass Update CI -- The Mass Update CI plugin enable users to apply the same update to a set of CIs for a specific CI class. The Change Management - Mass Update CI plugin is intended to be used when the Change Management - State Model plugin is activated.
      • Use Mass Update CI -- You can use the proposed changes in a change request to apply the same update to a set of CIs for a specific CI class.
      • Place a change request on hold -- You can put a change request on hold to get additional information for the created change request.
      • Refresh impacted services and CIs for Change -- The Impacted services and CIs related list refreshes its records and also the records listed in the Service Offerings and Business Applications related lists based on the affected CIs. You can identify the impacted services and CIs and take necessary action.
      • Refresh impacted services properties -- Use the refresh impacted services properties to enable or disable the refresh impacted services capability, and to configure the criteria for additional refresh impacted services properties.
    • Creating change approval policies -- Use the change approval policy to create change approval definitions and the change approval policy workflow to control the approval process for a change request.
      • Create approval definitions -- Use approval definitions to define a set of criteria that are evaluated automatically before the policy is marked as approved.
      • Create change approval policies -- Use a change approval policy to define approvals that should be generated for your change.
      • Create policy inputs -- Policy inputs are variable sources that you can use while evaluating a decision to determine the approval action. You can create multiple policy inputs to evaluate the decision created, and also access the change request table and any table change request references.
      • Create Decision records -- Decision records contain the conditions that you can use to determine the change approval action. Create decisions using condition builder when creating change approval policies.
      • Change Approval Policy workflow activity -- Use the Change Approval Policy workflow activity to control the approval process for a change request by creating user and group approvals according to a change approval policy record. Multiple activities can be used in a workflow, where each activity can reference the same or different Change Approval Policies.
      • Use the Change Approval Policy workflow activity -- Apply your Change Policy in your Change Request workflow to manage the approvals.
      • Use the Apply Change Approval Policy flow action -- Apply your change approval policy in the Change Management Workflow Studio action to control the approval process for a change request. You can create user and group approvals according to a change approval policy record.
      • Create a Change approval policy using decision builder -- Create a change approval policy using the Change approval policy decision builder to define the approvals that should be generated for your change.
    • Working with the CAB Workbench -- Use the CAB workbench to review and authorize change requests and review recently implemented changes.
    • Mobile experience for Change Management -- Manage your change tasks from anywhere using the Mobile Agent mobile application. With this mobile application, you can stay connected and access the information in real time to complete your tasks.
    • Legacy: Change Management Platform Analytics Solutions -- Platform Analytics Solutions and in-form analytics contain preconfigured dashboards. These dashboards contain actionable data visualizations that help you improve your business processes and practices.
    • Manage the workspace configuration for a Change request in Service Operations Workspace -- Utilize the new table-based configuration to align with the Service Operations Workspace Dynamic Overview Pages with the change process of your organization.
    • Use agentic AI -- Use the ITSM change management agentic workflows to manage and complete tasks autonomously.
    • Reference -- Reference sections provide additional information about components installed with Change Management.
    • Configuring maintenance schedules - Best practices -- Maintenance schedules define the periods during which a Configuration Item or change can be implemented.
    • Change Management properties -- Administrators can use change properties to configure Change Management behavior.
    • Analyze change request risk and impact -- After you create a change request, you can assess and analyze the risk and impact involved in the change request. You can review any conflicts that are detected by reviewing the change request.
      • Risk conditions and calculation -- Change Management features provide ways to calculate and assess the risk of change requests, and to identify and resolve conflicts.
      • Risk Calculator property -- The Best Practice - Change Risk Calculator plugin enables dynamic calculations of the risk and impact of a change. The administrator specifies how and when risk and impact rules are applied.
      • Add or modify risk and impact conditions -- You can define risk calculation rules on which the risk and impact of a change are calculated. Best Practice - Change Risk Calculator is activated by default in the base system.
      • Risk assessment -- There are two methods to calculate the risk of a change. The Best Practice - Change Risk Calculator is activated in the base system by default. Change Management - Risk Assessment is optional.
      • Define risk assessments -- Change Management - Risk Assessment provides a flexible way to capture information from the end user to calculate the risk of the associated change request. You can define the risk assessment questions, thresholds, and conditions that calculate risk for any change request.
      • Perform risk assessment -- You can perform risk assessment of existing change requests after the risk assessment criteria are defined. After assessing the risk, you can view the risk assessment responses in the change request.
      • Migrate to legacy change risk assessments -- Users can migrate legacy change risk assessments to versions compatible with the new Change Risk Assessment table schema and logic.
      • Migrated risk assessment components -- When you migrate a change risk assessment, the system maps records from legacy risk assessment to the new risk assessment tables.
    • Success Probability definitions -- Success Probability definition is a configuration that defines the probability and the matching conditions of a change request.
    • Calculated Risk Score -- Risk lookup table is to get the risk value corresponding to the success probability value and impact value.
    • Change management integrations -- You can integrate Change Management with other ServiceNow applications such as Discovery, Software Asset Management, and Hardware Asset Management.
      • Change Management integration with ITOM Visibility -- If your organization is subscribed to ITOM Discovery or ITOM Visibility, integration with these ITOM products is automatically enabled. With this integration, any configuration item (CI) with an IP address that is part of a change request process can be maintained automatically. Change request fulfillers can also manually request the discovery process for a CI.
      • Change Management integration with Software Asset Management -- The Change Management integration with Software Asset Management (SAM) displays the projected licensing cost implication of a change.
      • Change Management integration with Hardware Asset Management -- The Change Management integration with Hardware Asset Management helps in determining the asset action that must be performed on the configuration item (CI) that is associated with a hardware asset. Using this capability, change implementers can quickly update asset records directly from change and the Asset Manager can see current state on all assets that were updated by the change request.
    • Domain separation and Change Management -- Domain separation is supported in Change Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
    • Tutorial: add a new change management state -- This tutorial provides an example of adding a new state to the existing state model.
    • Change flows -- The Change Management Change flows provide a library of reusable actions and end-to-end implementations of the Change models provided in the base system.
    • ITSM Enhanced Security Features for Change Management -- Help prevent unauthorized access to change-related tables using deny-unless ACLs. A deny-unless authentication ACL restricts access for a non-authenticated user.
  • Coaching -- Use ServiceNow Coaching to monitor your teams' performance and coach your employees to improve their skill set.
    • Explore -- Review and assess the quality of your teams' completed interactions and tasks. Based on these assessments, you can assign course items for your teams. When they complete the training, the skills associated with it get added to their skills set.
    • About -- After you enable Coaching, you can set up roles and groups, define coaching opportunities, create training material, and start assessing and coaching employees. The Coach and Trainee dashboards provide useful overviews to manage and measure results.
    • Configure -- Get the Coaching application, and set up coaching opportunities, surveys, and surveys.
    • Request Coaching -- The Coaching (com.sn_coaching) plugin requires a separate subscription and must be activated by ServiceNow personnel.
    • Define trigger conditions for a coaching opportunity -- Use the Coaching Opportunity form to define a critical moment in a process on which a user can be coached. A coaching opportunity consists of the relationship between a process that can be improved, and coaches and trainees.
    • Identify and add course items for a virtual coach -- Define filters and add course items for automated virtual coaching. When a coaching assessment is triggered, the course items are automatically attached to the assessment.
    • Setting up -- To take full advantage of Coaching, configure the Coaching application and set up surveys.
      • Create a survey and associate with a Coaching opportunity -- Create a survey for coaches or trainees to assess the training quality. Add a question bank to the survey. Associate the survey with a coaching opportunity to provide feedback when the coach completes the coaching assessment.
    • Training agents using Coaching with Learning -- Use Coaching with Learning to train your agents with internal and external learning content. Organize similar content in learning libraries. Assign learning tasks and track completion.
    • Coaching your trainee -- A manager, or coach, is a subject matter expert of a process and is responsible for providing coaching to an employee, or trainee. Use the Coach Dashboard to manage and measure the effectiveness of your coaching.
      • Assess a trainee -- Use a coaching assessment to review the work of a trainee and to provide training and feedback.
      • Assign skills after completing an assessment -- Automatically assign skills to trainees for specific skill levels based on the course items they have completed. For example, if a trainee completes the course items for learning Japanese at an expert level, then the skill level 'expert' can be assigned to the trainee.
    • Managing your coaching assessments -- Employees, or trainees, are assessed on work they have done that has triggered a coaching opportunity. Once assessed, the trainee is assigned training by the coach. Use the Trainee Dashboard to manage your assessments and track results.
      • Work with your coach -- Use your assessments to work with your coach, including assigned training and due dates. You can view your assessments and track your results using the Trainee Dashboard.
    • Reference -- Coaching reference content includes business rules and field descriptions.
    • Roles -- Assign Coaching roles to specify what different users can see and do.
    • Coaching properties -- Set the duration to read knowledge articles and whether to exclude weekends for trainees to complete training using Coaching properties.
    • Field descriptions -- Coaching field descriptions also include form related lists and actions.
    • Integrating Coaching with other applications -- Bring in data from other ServiceNow applications to enhance the training of your agents.
    • Resolve issues -- Resolve common issues when setting up or running Coaching.
    • Domain separation -- Domain separation is supported in Coaching. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
    • Quick start tests -- Validate that Coaching still works after you make any configuration change such as apply an upgrade or develop an application. Copy and customize these quick start tests to pass when using your instance-specific data.
  • Collaboration services -- Collaboration services provides a way to communicate and collaborate in real-time. You can directly use a collaboration tool from task records and as a channel within communication plans.
  • Continual Improvement Management -- The ServiceNow Continual Improvement Management (CIM) application enables you to request improvement opportunities, and implement phases and tasks to meet performance goals, track progress, and measure success.
    • Overview -- Continual Improvement Management (CIM) enables you to initiate improvement opportunities within your organization by providing a centralized framework for planning, implementing, and monitoring improvement initiatives.
    • Domain separation in CIM -- Domain separation in Continual Improvement Management is configured to apply to all features of the application. Separation of data is configured along with separation of logic and process. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
    • Integrated applications -- CIM provides integrations with other ServiceNow applications to enable you to create improvement initiatives from these applications. You can also create records for integrated applications from improvement initiatives.
      • Integrate CIM using API -- Integrate CIM with other applications by using the CIMIntegrationAPI extension point. It defines the inbound and outbound extension points for integrating CIM with other applications.
    • Continual Improvement Workbench -- The Continual Improvement Workbench provides a consolidated view to plan, approve, monitor, and review improvements using a flexible user interface.
    • Install -- Install the Continual Improvement Management plugin from ServiceNow Application Manager after purchasing a subscription.
    • Identifying improvement opportunities -- Identify improvement opportunities in your organization and determine your improvement goal.
    • Create an improvement request -- Create an improvement request for improvement opportunities you identify in your environment. Once submitted, the improvement request is analyzed and implemented by the Improvement Manager and Improvement Coordinator.
    • Create improvement initiatives from integrated applications -- Create improvement initiatives from applications integrated with Continual Improvement Management to enable planning, implementation, monitoring, and impact assessment of improvements in a centralized framework.
    • Create application records from improvement initiatives -- Create records for integrated applications from improvement initiatives or CIM tasks to transform improvement initiatives into broader, actionable efforts to enable improvements across teams and processes.
    • Configure CIM integration property -- Configure the CIM sn_cim.initiative_copy_attributes integration property to define field values to be copied from an improvement initiative to application records that you create from the initiative.
    • Monitor and plan improvements -- Monitor and plan improvements using the Continual Improvement Workbench that displays improvements in progress, under review, and in the backlog to help you plan your sprint.
    • Managing improvements -- Continual Improvement Management (CIM) provides a structured process for requesting, approving, implementing, and tracking improvements aligned with company strategic objectives.
    • Accept an improvement -- Accept and assign a new improvement request so it can be assessed for approval. You can reject the improvement request if it does not align with company strategic objectives.
    • Prepare an improvement -- Create CIM phases and tasks to implement an approved improvement. The Improvement Coordinator works with the Improvement Manager to plan implementation and track progress.
    • Assess an improvement for approval -- Once accepted and set to assess, Approver group members evaluate the improvement for approval before implementation can begin.
    • Review and close an improvement -- Once all tasks in each phase of the improvement have been completed, the Improvement Coordinator sets the improvement to review for the Improvement Manager to close.
    • Reference -- Descriptions of CIM improvement, task, and approver states and process workflow.
    • CIM roles -- Roles are added with installation of Continual Improvement Management.
    • Improvement field descriptions -- Improvement Initiative form and related field descriptions.
    • Components installed with CIM -- Several types of components are installed with the CIM plugin, including tables, user roles, and scheduled jobs.
    • Quick tests for CIM -- Validate the continued functionality of Continual Improvement Management during application development and after upgrades. Copy and configure these automated tests to identify customizations needing review. All test suites and tests should pass.
    • Updates after improvement initiative creation from integrated applications -- UI changes display on the source application record and on the initiative record when you create an improvement initiative from an integrated application.
    • Updates after application record creation from improvement initiatives -- UI changes display on the source improvement initiative or CIM task record and on the corresponding application records of some applications when you create application records from improvement initiatives or CIM tasks.
  • DevOps Change Velocity -- With ServiceNow DevOps Change Velocity, you can import data from your DevOps tool chain to the ServiceNow platform and deliver changes faster without sacrificing compliance.
    • Explore -- Learn how ServiceNow DevOps Change Velocity helps your Development and Change Management teams accelerate change and connect their DevOps tool chain with ServiceNow so that the DevOps tool data can be used to automate change processes.
    • User journey -- Review the adoption journey of the DevOps Change Velocity application to enable a phased (crawl, walk, run, fly) approach toward complete automation of change approvals.
    • Integrations -- Get an overview of how DevOps Change Velocity integrates with your external DevOps toolchain and the tools supported for this integration.
    • Dashboards -- Use the DevOps Insights dashboard to evaluate the results of your overall DevOps process. Use the DevOps Pipeline UI view to visually analyze your pipeline executions.
    • Configure -- Learn about the setup process for DevOps Change Velocity that is required before configuring integrations with your toolchain.
    • Install -- Install the DevOps Change Velocity application from the ServiceNow Store.
    • Assign roles and tasks using workspace -- Assign roles and tasks to users and groups so that they can perform the required DevOps tasks.
    • Set up integration user account -- Set up the integration user account to enable integrating with your third-party tools.
    • Onboard using workspace -- After installing DevOps Change Velocity, you can integrate with your DevOps toolchain and automate change requests directly from the DevOps Change Workspace.
    • Integrate -- Integrate your orchestration, planning, coding, artifact, software quality, and security tools with DevOps Change Velocity for end to end change traceability and automation.
    • Azure DevOps -- Connect to your Azure DevOps instance to discover boards, repositories, and pipelines to enable change automation and traceability.
    • GitHub -- Connect to your GitHub instance to discover repositories, plans, pipeline definitions and configure real-time notifications or polling to enable change traceability and automation.
    • GitLab -- Connect to your GitLab instance to discover plans, repositories, and pipeline definitions and configure real-time notifications or polling to enable change traceability and automation.
    • Jenkins -- Connect to your Jenkins instance to discover pipeline definitions and configure real-time notifications or polling to enable change traceability and automation.
    • Argo CD -- Connect to your Argo CD instance to automate the deployment of applications from GitHub repositories.
    • Jira -- Connect to your Jira server or cloud instance to discover plans and enable real-time notifications for projects, issues, and releases.
      • Onboard Jira using Workspace -- Connect to your Jira Server or Jira Cloud instance from the DevOps Change Workspace to discover available plans and register webhooks to track projects, stories, features, and epics.
      • Connect a Jira tool using OAuth 2.0 with 3LO -- Authenticate a Jira tool connection using OAuth 2.0 with three-legged OAuth (3LO) to enable secure, delegated access to your Jira account.
      • Onboard Jira using Service Catalog -- Create, connect, discover, and configure your Jira Server or Jira Cloud instance using the ServiceNow Service Catalog.
      • Onboard Jira using Classic -- Connect your Jira Server or Jira Cloud instance to discover, configure, and import projects and work items such as stories, epics, and features.
      • Configure webhooks in Jira manually -- Configure webhooks in your Jira Server or Jira Cloud instance to send sync notifications to the DevOps Change Velocity application.
    • Rally -- Connect to your Broadcom Rally instance to discover plans and configure real-time notifications to enable change traceability and automation.
      • Onboard Rally using Workspace -- Connect to your Rally instance using the DevOps Change Workspace playbook to configure webhooks and discover plans.
      • Onboard Rally using Service Catalog -- Create, connect, discover, and configure your Rally instance using the ServiceNow Service Catalog.
      • Onboard Rally using Classic -- With this integration, you can configure and expose data like projects, user stories, and defects from the Rally. You can then associate these planning objects to application for end-to-end traceability.
      • Configure webhooks for Rally manually -- Configure webhooks for Rally to send sync notifications to the DevOps Change Velocity application.
    • Agile Development 2.0 -- Connect to your ServiceNow Agile Development 2.0 instance to track your products and the stories, epics, and release versions associated with it.
    • Bitbucket -- Connect to your Bitbucket instance to track Bitbucket repositories, commits, branches, and pull requests.
    • JFrog -- Connect to your JFrog instance to track artifacts published to JFrog from pipeline executions in Jenkins, GitHub Actions, Azure DevOps, and GitLab.
    • SonarQube -- Connect to your SonarQube instance that is integrated with your CI/CD pipelines to retrieve code quality and code security results.
    • Split -- Connect to your Split.io instance to manage feature flags requests directly from you ServiceNow instance.
    • Veracode -- Connect to your Veracode instance that is integrated with your CI/CD pipelines to retrieve security scan results. This helps you determine how vulnerable your code is.
    • Checkmarx -- Connect to your Checkmarx instance that is integrated with your CI/CD pipelines to retrieve security scan results. This helps you determine how vulnerable your code is.
    • Harness -- Connect to your Harness instance to discover pipeline definitions and configure real-time notifications or polling to enable change traceability and automation.
    • User created -- User-created integrations are for integrating additional planning, coding, and test tools that are not available by default in the DevOps Change Velocity application.
    • Update third-party tool credentials -- If your tool credential has changed, you must update the credentials in your ServiceNow instance to avoid getting disconnected.
      • Notifications on tool credential expiration -- Notifications are sent to tool users on expiration of tool credentials to alert them. Notifications are also sent proactively before the expiration of tool credentials for GitHub tools created with basic authentication. This enables tool users with the sn_devops.tool_owner or sn_devops.admin roles to update the tool credentials and prevent any loss of data.
    • Applications -- In DevOps Change Velocity, an application collects all the up-to-date data that connected tools send about plans, repositories, and pipelines.
    • Create an application - Workspace -- Create applications using the DevOps Change Workspace and associate pipelines, plans, and repositories to it.
    • Associate tool objects to applications - Workspace -- After creating an application, you can associate plans, repositories, and pipelines with it. Applications group plans, repositories, and pipelines from DevOps tools, which provides traceability to user stories, commits, test results, and so on.
    • Create an application - Classic -- Create applications using the Classic UI or the Service Catalog.
    • Associate tool objects to applications – Classic -- After creating an application, you can associate plans, repositories, pipelines, and artifacts with it.
    • Accelerate your DevOps change process -- Enable the change acceleration feature of DevOps Change Velocity for automatic change request creation in your pipeline, and use change approval flows and policies to automate approval under certain conditions.
    • Customizing DevOps flows -- Customize or recreate the DevOps Change Request Manual Approval, DevOps Change Request Minimal Automation Approval, and DevOps Change Request Advanced Automation Approval flows based on your requirements using a flow or a script.
    • Automate DevOps change request creation -- Modify your pipeline to automatically create a DevOps change request.
    • DevOps change request in Workspace -- Create a DevOps change request and associate existing DevOps data through the Workspace UI.
    • DevOps change request in Classic UI -- Create a DevOps change request and associate existing DevOps data through the Classic UI.
    • DevOps change request without mandating category as DevOps -- Enable categorizing DevOps change request from DevOps properties. Change requests that are created as part of pipeline execution steps can be created with a category other than DevOps.
    • Change request creation with DevOps data retrieval errors -- Create change requests even with errors in DevOps data retrieval.
    • Artifacts and packages -- Artifacts and packages enable DevOps Change Velocity to track development and testing activities across a wide range of deployment and release models. This feature ensures that pipeline activity stored in the DevOps data model can be retrieved and applied when artifacts are created and released at different times or in different pipelines.
    • DevOps Pipeline UI -- Use the Pipeline UI to visualize interactions and results across a pipeline execution. This graphical view shows pipeline step progression and other details for each pipeline.
    • Configuring DevOps change request details within the pipeline -- Configure how the closure information, change state, and change request fields are updated from within a pipeline in the change step of the pipeline.
    • DevOps change models -- DevOps Change Velocity enables you to use fit-for-purpose change models that allow better flexibility in defining change models or processes to reflect modern development practices.
      • Update change model in pipeline -- Update the change model in your existing pipeline steps using the DevOps Pipeline Migration to Change Models catalog item.
    • Retrieve change request data -- Retrieve data associated with a change request based on the specified relation type using the DevOpsChangeRelationshipHelper script include.
    • Manage pull or merge requests -- Manage Jenkins, GitHub Actions, and Azure DevOps (ADO) pipeline’s pull requests for GitHub, Bitbucket, and ADO coding sources from ServiceNow DevOps. You can enable the change approval process on your pull request to control pull request merge approvals from ServiceNow DevOps and monitor pull request details associated with the change request.
    • DevOps change request attributes -- Add or update DevOps change request attributes using the changeInfo REST API, the Default Change Handler subflow, by passing attributes through the pipeline, Update function, or automated flows.
    • Import based evidence collection -- Reduce instance overhead by skipping step-level pipeline processing for accelerated change management and evidence collection for GitHub Actions, Azure DevOps (ADO), Jenkins and GitLab orchestration tools.
    • Manage -- Utilize the features of DevOps Change Velocity to efficiently manage your DevOps tools and processes.
    • Onboard a new tool using DevOps generic playbook -- DevOps Change has a pre-build playbook setup for users to configure a new tool. Custom tool integrations can be created using the guided playbook experience in the DevOps Change Workspace.
    • Onboarding tools and apps -- Use the onboarding catalog items as a self-service approach to onboard your DevOps tools and apps.
      • Importing historical data for DevOps tools -- Use the service catalog to onboard a new app and import historical DevOps data for that app. Enable polling to import data that is mapped to associated plans, repositories and pipelines on a scheduled frequency.
      • Polling schedule and configuration -- Use the service catalog to onboard a new app and import historical DevOps data for that app. Enable polling to import data that is mapped to associated plans, repositories and pipelines on a scheduled frequency.
      • Import existing Azure DevOps pipelines, repositories, and plans -- Use the service catalog to onboard a new app and import historical DevOps data for that app. Enable polling to import data that is mapped to associated plans, repositories and pipelines on a scheduled frequency.
      • Import existing GitLab pipelines and repositories -- Use the service catalog to onboard a new app and import historical DevOps data for that app. Enable polling to import data that is mapped to associated plans, repositories and pipelines on a scheduled frequency.
    • Cloning guidelines -- Clone the DevOps Change Velocity application from one instance to another.
    • Check permissions and update credentials -- You can perform permission checks and update credentials like passwords and access tokens for your tools from the tool details page.
    • Configure webhooks from the tool record -- Configure webhooks from the tool record to send data to DevOps Change Velocity after your tool is connected.
    • Test webhooks manually -- For tools including GitLab, Rally, Split.io, Jira, Bitbucket, and Argo CD, you have to test webhooks manually if there is any issue with the connection.
    • Tool throttling -- In DevOps Change Velocity, when a tool is throttled, processing of new events is delayed until the throttling expires and the tool status changes to Throttled. This is available for Azure DevOps, GitHub, and GitLab.
    • Retry errored inbound events -- Run base system or modified scheduled jobs to retry processing errored inbound events. Specify the exceptions or errors to retry events that are in an Error state.
    • Customized lists -- Create customized lists for your List, Change, Tools, and Administration modules. You can create your own version of an existing list, or a new one.
    • Deleting a record -- Cascade record deletion is implemented to delete all dependent lower level DevOps records whenever a parent or higher level DevOps entity is deleted. Confirmation popups ensure that you understand that data will be lost when you delete a record (for example, the record of a tool connection).
    • Map spoke alias as parent alias for new DevOps tool -- Create Jira, GitHub or Jenkins tool with parent alias set to respective spoke alias instead of DevOps Basic authentication. Use a script include to reset parent alias to spoke alias for existing or onboarded tool.
    • Delete orphan connection and credential aliases -- Delete the connection and credential aliases that do not label any connection or credential record by running a background script. This helps you in freeing up space in your system.
    • Docker image for custom actions -- Use the ServiceNow custom actions to collect data related to change request creation, Sonar scan, artifact registration, and package registration in your pipeline with the help of the generic Docker Container Image.
    • Run health scans -- Run health check scans on your DevOps Change Velocity instance and get recommendations on fixing any errors that might exist.
    • Manual configuration mode in DevOps -- As an alternative to making a connection using the standard setup process, you can use manual configuration mode to set up a webhook manually.
    • Inbound event table data archiving and cleanup -- Use table cleaners on the inbound events table to purge event data records beyond a specified period. Configure a retention policy with table rotation on the auto-flush form to manage table size growth and archiving data beyond the specified duration.
    • Data archiving rules for DevOps tables -- Base system table archiving rules ensure that DevOps data stored in the Configuration Management Database (CMDB) are systematically archived and purged.
    • DevOps Retry Policy -- Enable the DevOps Custom HTTP Retry Policy for most tool communication from ServiceNow flows to automatically retry failed requests when a step encounters an intermittent issue, such as a network failure or request rate limit.
    • Commits and task executions in DevOps -- Run commits in DevOps are associated to a task execution.
    • Associating multiple work items to a commit in DevOps -- Multiple work items for a commit are supported in DevOps for Azure DevOps, Bitbucket, GitHub, and GitLab.
    • Filter ignorable DevOps events -- Filter out ignorable DevOps events before they trigger a Flow execution to improve performance.
    • Disable recommendation prompts -- Disable the prompts recommending the use of DevOps Change Workspace from appearing while creating tools and applications using Classic UI, Service Catalog, Service Portal, and Employee Service Center.
    • Insights reports -- To help you plan and implement updates to your DevOps processes, DevOps Insights displays a variety of configurable reports that are grouped by type of metric. From the DevOps Change Workspace, select the DevOps Insights icon ( filter icon ) to view the reports.
    • DevOps Insights dashboard - Workspace -- The DevOps Insights dashboard provides a flexible graphical view of operational and business reports. Use the dashboard to evaluate the results of your overall DevOps process.
      • Summary dashboard -- The DevOps Insights dashboard provides a flexible graphical view of operational and business reports. Use the dashboard to evaluate the results of your overall DevOps process.
      • Flow metrics dashboard -- The DevOps Insights dashboard provides a flexible graphical view of operational and business reports. Use the dashboard to evaluate the results of your overall DevOps process.
      • Change acceleration dashboard -- The DevOps Insights dashboard provides a flexible graphical view of operational and business reports. Use the dashboard to evaluate the results of your overall DevOps process.
      • Accelerate metrics dashboard -- The DevOps Insights dashboard provides a flexible graphical view of operational and business reports. Use the dashboard to evaluate the results of your overall DevOps process.
      • Quality metrics dashboard -- The DevOps Insights dashboard provides a flexible graphical view of operational and business reports. Use the dashboard to evaluate the results of your overall DevOps process.
      • DevOps Insights Development dashboard -- The DevOps Insights dashboard provides a flexible graphical view of operational and business reports. Use the dashboard to evaluate the results of your overall DevOps process.
      • DevOps Insights Operational stability dashboard -- The DevOps Insights dashboard provides a flexible graphical view of operational and business reports. Use the dashboard to evaluate the results of your overall DevOps process.
    • Group DevOps applications into a product -- Products that use an application model in the CSDM support hierarchies of applications. You can customize hierarchies to simplify tracking of "rolled-up" data on DevOps Insights reports. This is used for the Product filter in insights.
    • DevOps Insights properties -- DevOps Insights properties configure how DevOps Insights workspace data is displayed in reports.
    • Reference -- Reference information to provide additional details about DevOps Change Velocity such as tables, users, roles, properties, errors, limitations, and others.
    • Installed components -- Several types of components are installed with DevOps Change Velocity, including tables, users, roles, and scheduled jobs.
    • Properties -- Use these properties to configure settings in the DevOps Change Velocity application.
    • DevOps System Health dashboard -- The System Health dashboard lets the DevOps administrator view the overall health of integrations, connectivity status, as well as view trends of inbound event processing data.
    • DevOps log levels -- DevOps log levels allow you to filter logs by level as well by a particular tool or application. Log levels in the DevOps application let you decide the extent of log detail you need for debugging.
    • Common errors -- Identify the root cause of errors that occur in DevOps Change Velocity, and see the corresponding steps that might resolve them.
    • Software Quality Results -- Software Quality Results display scan details from SonarQube scans configured on your GitHub Actions, Jenkins, Azure DevOps, or Harness pipelines.
      • Software Quality Summaries -- Software Quality Results display scan details from SonarQube scans configured on your GitHub Actions, Jenkins, Azure DevOps, or Harness pipelines.
      • Software Quality subcategories -- Software Quality Results display scan details from SonarQube scans configured on your GitHub Actions, Jenkins, Azure DevOps, or Harness pipelines.
    • Domain separation -- If any conrefs are broken, re-add them from the doc/source/reuse/domain-separation/domain-separation-overview.dita file. In the short description, edit the first sentence to state whether domain separation is supported or not and add the application name. Keep the conref at the end that describes domain separation.Domain separation is unsupported for DevOps Change Velocity. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
    • DevOps Insights Standard dashboard - Classic -- Use the DevOps Insights application with ServiceNow Performance Analytics to gain insight into your DevOps environment.
    • DevOps health scans -- View the list of scan checks available in DevOps Change Velocity to get recommendations on fixing any errors that might exist.
    • APIs -- The DevOps Change Velocity APIs provides endpoints that enable the interaction with external DevOps tools.
  • DevOps Config -- The ServiceNow DevOps Config application validates and manages the configuration data of your enterprise applications across every stage of the DevOps pipeline.
    • Exploring DevOps Config -- Use DevOps Config to store and manage all of your config data as a single source of truth. You can also use DevOps Config to validate your config data before deployment, and resolve conflicts in deployed config data.
    • DevOps Config and DevOps Change Velocity -- DevOps Change Velocity collects data from all of your DevOps tools, providing visibility across the entire lifecycle of deployment, while DevOps Config manages and validates your DevOps configuration data.
    • Using an app in DevOps Config -- When you create an app in DevOps Config, not only is it the container for the config data of the application, but the application model you choose links DevOps Config with other ServiceNow products, including DevOps Change Velocity.
    • DevOps Config powered by CDM and PaCE -- DevOps Config uses Configuration Data Management and Policy as Code Engine platform capabilities to manage configuration data and policies.
    • DevOps Config terms -- These are some of the common DevOps Config terms.
    • Configuring DevOps Config -- The DevOps engineer role installs and sets up DevOps Config, which is used to validate config data (committed by developers, or app engineers) before deployment.
    • Install DevOps Config -- Install the DevOps Config application from ServiceNow Store applications. Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
    • Create an application in DevOps Config -- Create an app in DevOps Config to manage its configuration data, and link DevOps Config with other ServiceNow products, including DevOps Change Velocity.
    • Create and update a deployable -- Create a deployable while working in a changeset. You can add multiple components and collections to a deployable.
      • Delete a deployable -- Delete a deployable to delete its config data and all associated snapshots.
    • Uploading your config data -- You first create a new CDM application structure and then upload the existing config data into the structure.
      • Preparing an application for config data upload -- An application in CDM is the full collection of config data for an application service, application model, or dynamic CI group [infrastructure] in the CMDB. After you upload your source config data, the application can support all potential deployables that make up each version of the development, test, and production environments of the service.
      • Add the nodes that will contain config data to a new CDM application -- Add the data structure to a new application that will accept the uploaded config data into appropriate nodes.
      • Parsing of XML files in CDM -- The CDM XML parser enables the parsing of attribute key-value pairs in XML files, so when you upload config data from an XML file into CDM, you can easily identify the attributes of each element in the CDM editor or list view.
      • Parsing of CSV files in CDM -- The CDM CSV parser enables parsing of data in CSV files, so when you upload config data from a Comma-Separated Values (CSV) file into CDM, you can easily identify the data format attributes and config data in the CDM editor or list view.
    • Define policies in DevOps Config -- Define policies in DevOps Config to validate your configuration data.
    • Mapping policies in DevOps Config -- Mapping a policy to a deployable enables you to validate updates on it. These policies in DevOps Config are powered by Policy as Code Engine (PaCE).
      • Map policies to a deployable -- Map policies to a deployable to define the validation processes that the config data must pass. You can map policies to a deployable using static mapping or dynamic mapping.
    • Define exporters in DevOps Config -- Define exporters in DevOps Config to export config data from all or part of the data model as input for further deployment or provisioning activities.
    • Configure your pipeline in DevOps Config -- Configure your Argo CD, Azure DevOps, or Jenkins pipeline with DevOps Config to interact with your data model.
    • Run validation in DevOps Config -- After you have installed and configured DevOps Config, validate the configuration and review the results.
    • Fix the data that caused a validation failure -- When a policy that executes against a deployable snapshot fails or generates an error or warning, the policy identifies the offending CDI and the reason for the failure. While working in a changeset, you can use the Validation failures panel to navigate directly to the offending CDI so you can correct the issue.
    • CDM system properties -- CDM system properties.
    • Integrating your pipeline in DevOps Config -- Integrate your Argo CD, Azure DevOps, or Jenkins pipeline with DevOps Config to interact with your data model.
    • Azure DevOps pipeline tasks -- Use these tasks in your Azure DevOps pipeline to interact with the DevOps Config data model.
    • Jenkins pipeline actions -- Use these actions in your Jenkins pipeline to interact with the DevOps Config data model.
    • GitHub pipeline actions -- Use these actions in your GitHub pipeline to interact with the DevOps Config data model.
    • Using DevOps Config -- The developer, or app engineer, role uses DevOps Config, once it's installed and set up by the DevOps engineer role, to validate and correct config data (that they commit) before it gets deployed.
    • Viewing and editing config data -- You can update the config data of an application by creating or opening a changeset on the Config data tab, where you update the structure and CDIs of the config data.
    • Compare config data of two CDM applications -- Use the Config Data Analyzer tool to find similarities and differences between the config data of two applications. You can compare either different applications or different changesets of a particular application.
    • Changesets and version control in CDM -- A changeset is a draft copy of an application that you can update and save as often as needed. When you are satisfied with your changes, you can commit the changeset to apply the changes to the application. Committing
      • Open a changeset to update config data -- Update config data in an existing changeset or in a new changeset. You can save your changes for later updates or save and commit the changes. Committing the changes generates a snapshot for each deployable that is affected by the changes.
      • Conflicts between changeset commits -- Service delivery can include multiple teams working at the same time on config data with potentially hundreds of configuration changes every day. Because changes can be in conflict with earlier changes by a different user, CDM manages commits and snapshots to block commits that conflict. You are notified of changeset conflicts to help you to resolve them.
      • View the history of changes to a changeset -- View the details of changes in each committed changeset on the Activities tab.
      • Delete a changeset -- Select the changeset on the Activity tab and then select Delete.
      • Delete a CDM application -- Delete a CDM application to delete all associated config data and snapshots.
    • Compare changesets from the same or different CDM applications -- Use the Config Data Analyzer tool to find similarities and differences between any two committed changesets from the same or different applications.
    • Validating and correcting configuration data -- For every change to an environment, there may be tens or hundreds of rules (policies) that need to be checked. CDM enables you to auto-validate configuration data to ensure that configuration changes are error-free and policy-compliant before the config data is consumed.
    • Sharing components among applications — Component libraries -- Some applications may share the same basic structure and require nearly identical configuration data. Shared components in CDM enables you to use a component across several applications. For better organization, these shared components are managed in component libraries.
    • View snapshots -- View the snapshots of all deployables for an application on the Details tab for the application. The release pipeline can access only a snapshot that is the currently published version.
      • Publish or unpublish a snapshot -- Publish a snapshot so that it can be exported to enable the CI/CD pipeline to access and use the config data. Exporters can execute only on published snapshots.
    • Compare snapshots from the same or different applications -- Use the Config Data Analyzer tool to find similarities and differences between two snapshots from the same or different applications.
    • Compare two snapshots of a deployable -- Use the Config Data Analyzer tool to find changes between two snapshots of a deployable of an application.
    • Export a snapshot -- Export a snapshot to generate config data for the pipeline to use.
    • Investigate an alert that involves a change to config data -- A high percentage of alerts occur due to errors in config data. If the chain of events that resulted in an alert includes a change request that involves the same CI as the alert, then you can use a variety of tools to isolate the config changes that might have caused the alert.
    • Analytics and reporting using the DevOps Config Insights dashboard -- Use the DevOps Config Insights dashboard with Performance Analytics to quickly identify configuration errors and take action. View snapshot validation trend, open changesets, and failed snaphots for all applications and deployables.
    • DevOps Config reference -- DevOps Config reference content.
    • Update the associations for a deployable -- Update the name and description of a deployable as well as its associations with applications and other items. This procedure is optional.
    • Types of configuration data supported by DevOps Config -- DevOps Config stores configuration data of every layer of the IT stack in a centralized location.
    • CDM data model -- The CDM data model is a standardized data structure that supports the broader life cycle of software delivery — automation, quality validation, and CSDM. CDM imports existing config data, validates it using policies that you define, and exports valid config data to your organization's existing DevOps pipeline to implement applications, services, and infrastructure.
      • Contextual variables for config data -- Contextual variables are out-of-the-box variables delivered by ServiceNow that enable you to use the context of a node to define a variable.
    • APIs and DevOps Config -- You can use DevOps Config and CDM APIs to access your config data.
    • DevOps Config roles -- DevOps Config uses these roles.
    • How encrypted data is handled -- By default, encrypted values appear in all views as *. Only users with the CDM Secrets [sn_cdm.cdm_secrets] role can view, create, update, and delete encrypted values in config data. The system validates and exports encrypted data appropriately.
    • Domain separation and DevOps Config -- Domain separation is unsupported for DevOps Config. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
      • Domain separation and CDM -- Domain separation is supported for CDM. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
    • Default DevOps Config policies -- The DevOps Config Policy content pack contains a set of default DevOps Config policies to validate your configuration data.
      • Generic policies -- By default, the DevOps Config Policy content pack contains a set of generic policies to validate your configuration data.
      • Kubernetes policies -- By default, the DevOps Config Policy content pack contains a set of policies to validate your Kubernetes configuration.
      • OpenShift policies -- By default, the DevOps Config Policy content pack contains a set of policies to validate your Red Hat OpenShift configuration.
    • Default DevOps Config exporters -- The DevOps Config Exporter content pack contains a set of default DevOps Config exporters of data that can be used as input for further deployment and provisioning activities.
  • Digital End-User Experience -- ServiceNow Digital End-User Experience (DEX) offers comprehensive monitoring for applications, networks, and devices, promoting optimal performance across all channels. DEX includes Application and Device Health for monitoring performance and compliance, DEX Content Playbook for facilitating remediation with policies and metrics checks, and Desktop Assistant for integrating ServiceNow functionalities into the daily end-user workflows.
    • Explore -- The Digital End-User Experience (DEX) suite provides proactive visibility to help you understand and improve the end-user experience across your organization. It includes Application and Device Health, DEX Content Playbook, Desktop Assistant, Digital Experience Score​, and Proactive Engagement to help diagnose and address negative experiences.
    • DEX Architecture -- Digital End-User Experience (DEX) architecture describes the cloud-native services, endpoint agents, and data flows that connect end-user devices to your ServiceNow instance.
    • DEX subscription -- Digital End-User Experience (DEX) license counting provides the Subscription Unit (SU) consumption counting computers where any of the DEX features (Desktop Assistant, Application and Device Health, and DEX Content Playbook) are active.
    • DEX or SAM for app monitoring -- Monitor your application usage and performance with Software Asset Management (SAM) or Digital End-User Experience (DEX), depending on your organization's needs. SAM and DEX both use the Agent Client Collector (ACC).
    • Configure -- You can set up and configure Digital End-User Experience based on your organization's specific requirements. Learn how to integrate web and installed applications and to manage the Application and Device Health monitoring system.
    • System requirements -- System requirements are the fundamental specifications and configuration needed to install and run DEX effectively.
    • Guided setup -- Install and configure required plugins to start monitoring and administering your organization's devices using Digital End-User Experience guided setup.
    • Installing DEX on your local machine -- Install and configure DEX components on your local machine before you deploy them to your organization's employees.
      • Install DEX -- Digital End-User Experience (DEX) is available with activation of the Digital End-User Experience [sn_dex] plugin. You must have the admin role to install the DEX product [sn_dex]. During installation, Application and Device Health is included as a component in DEX.
      • Create an ACC registration key -- Set up an Agent Client Collector (ACC) by creating an agent registration key to identify and authenticate agents that are enabled to send data to the collector. The key helps promote the security and integrity of the data collected from the system.
      • Test your instance connectivity -- Test the ServiceNow DEX instance network connectivity.
      • Install ACC on Windows -- Install Agent Client Collector (ACC) to work with Digital End-User Experience (DEX) to monitor and collect data, provide insights into system performance, identify issues, and enable proactive maintenance.
      • Run ACC from a local account -- To fetch the complete playbook content data for a Windows device, the Agent Client Collector (ACC) must run as a local system account.
      • Run ACC from a managed group -- Run Agent Client Collector (ACC) from a managed group account to meet your organization's security, manageability, and auditability requirements.
      • Install ACC on macOS -- Install Agent Client Collector (ACC) to monitor and collect data in a centralized and organized manner, provide insights into system performance, identify issues, and enable proactive maintenance.
      • Configure ServiceNow sudoers file -- Configure the ServiceNow sudoers file to grant the servicenow user the necessary permissions to run specific commands with elevated privileges. This configuration uses a drop-in file in /etc/sudoers.d/ to maintain secure, isolated sudo rules for ServiceNow operations.
      • Test ACC connectivity -- Test the Agent Client Collector (ACC) connectivity to identify any proxy issues.
      • Enable browser extension -- Activate the DEX Chrome or Edge Extension on your system to collect different operational or performance-based metrics for the web applications.
    • Deploying DEX to employees -- Deploy Agent Client Collector and the DEX browser extension to your company employees' devices in bulk.
    • Application monitoring setup -- Manage your organization's application monitoring by adding and enabling an application for monitoring using DEX, editing the monitoring parameters, and turning off monitoring.
      • Initiate application monitoring -- During the onboarding process, when there's no application listed to be monitored, you can begin by accessing a list of available applications. You can also add your own custom applications and enable them for monitoring along with any existing applications.
      • Add an application for monitoring -- Add an application to the list of all the applications that are being monitored. With a comprehensive view of your applications, you can quickly identify and address issues as they arise.
      • Edit application details -- Edit various details about the application, such as its name, monitored processes, and so on.
      • Add a logo for your application -- Add a logo to improve the visual appeal of your application and to distinguish it from others.
      • Enable application monitoring -- Enable application monitoring to gain insights into performance metrics, diagnose issues, and promote optimal functionality, enhancing performance and proactively addressing potential bottlenecks or failures.
      • Turn off application monitoring -- Disable the monitoring of an application in situations where monitoring is causing performance issues or interfering with the functionality of the application.
      • Delete an application from the list -- Delete an application from the monitoring list when there’s no longer a need to track its performance or activity. If necessary, you can add the application in the monitoring list later.
      • View DEX administrators -- Look up the application administrators who are responsible for managing the application, promoting its proper functioning, and handling any issues that might arise.
      • Set up page-level monitoring -- Set up monitoring of the application performance at a specific page level. When collected, you can view the performance metrics data in the Metrics analyzer and device or application view.
    • Alert rules -- Create, activate, and edit alert rules for your organization.
      • Creating a metric rule -- You can create a metric rule to establish criteria and thresholds for performance metrics, enabling timely alerts and proactive system management.
      • Specify metric rule CI -- Choose an application or device and define filter conditions for the metric rule.
      • Define alert criteria -- Specify alert metric criteria by choosing alert severity, defining thresholds, and specifying conditions for when the alert must be triggered.
      • Add an alert action -- Set up an alert action with Proactive Engagement for Digital End-User Experience to detect the digital experience issues and automate resolution actions.
      • Define alert rule name and status -- Define alert rule attributes, including the name and state, such as active or inactive.
      • Creating an event rule -- You can create an event rule to establish criteria and thresholds for performance, enabling timely alerts and proactive system management.
      • Select event rule filters -- Configure filtering criteria for event rules to target specific devices and users. Use filters to control which events trigger alerts based on operating system, location, department, or custom conditions.
      • Define alert criteria -- Specify the event alert criteria by choosing the alert severity, defining thresholds, and specifying conditions for when the alert must be triggered.
      • Define alert rule name and status -- Define alert rule attributes, including the name and state, such as active or inactive.
      • Edit alert rules -- Modify alert rules to fine-tune monitoring criteria and thresholds.
      • Activate or deactivate alert rules -- Activate or deactivate alert rules to streamline monitoring and adapt to changing needs, enhancing operational efficiency.
      • Delete alert rules -- Remove alert rules to adjust monitoring criteria and thresholds.
    • Collecting DEX metrics -- Manage which Digital End-User Experience (DEX) metrics are collected for a DEX agent policy. Stop collecting a metric, or change how frequently metrics are collected for specific criteria.
    • Managing DEX Agent policy -- Create and manage agent policies for your organization based on the device criteria defined to manage the DEX metrics that are tracked.
      • Create an agent policy -- Create an agent policy by configuring a filter that determines the Configuration Items (CI) to run the checks and the metrics that are collected.
    • DEX remedial actions -- Create and manage your custom remedial actions from Check Definitions.
      • Remediate an issue on the device -- You can create a remedial action or modify an existing one once you configure the remedial action framework. Remedial action enables you to trigger an action on the impacted device.
      • Create a remedial action -- Create your custom remedial actions from Check Definitions to resolve end-point related issues using Playbook.
      • Creating and executing a PowerShell script-based remedial action -- A custom remedial action can be created using a PowerShell script packaged in an Agent Client Collector (ACC) plugin and executed on endpoint devices through a check definition.
      • Create an ACC plugin package -- Create an Agent Client Collector (ACC) plugin package that includes the PowerShell script defining the remedial action, a Ruby script, and an allowlist to enable execution of the remedial action on an endpoint device.
      • Sign ACC plugin -- Create a self-signed certificate for an Agent Client Collector (ACC) plugin and verify the signature to enable validation of the signed plugin on endpoint devices.
      • Create check definition for remedial action -- Create a check definition and link it to the Agent Client Collector (ACC) plugin to enable the ACC agent to run a custom remedial action.
      • Test a check definition -- Test a check definition on an endpoint device to verify that the Agent Client Collector (ACC) plugin is linked and the custom remedial action defined in the Powershell script runs successfully.
      • DEX system tables for remedial actions -- Definitions for any remedial action are predetermined based on the rules and criteria that store configuration settings for remedial actions. Each execution of the remedial action is maintained in the DEX tables to track the progress of remedial action executions.
      • Terminate a process on your device -- Terminate a process on your device to boost performance and free up valuable resources for smoother operation.
      • Manage remedial actions in DEX device page Playbook -- Use the Playbook Experience in a device page to view current and past remedial actions executed from different sources, and monitor or cancel actions initiated from the device page Action library.
    • Event monitoring with DEX -- DEX collects and analyzes system events from managed devices so that you can detect issues, set alert thresholds, and investigate incidents faster. You can monitor system-level events across endpoints and take action before issues impact employees.
      • Add an event to monitor -- Add a custom event to extend monitoring beyond the base events using the Event Log Monitoring Config table.
    • Non-persistent VDI monitoring configuration -- Monitor non-persistent Virtual Desktop Infrastructures (VDIs) with Digital End-User Experience (DEX) so your organization can track performance issues and troubleshoot device and application performance.
      • Install ACC on the reference device -- Install Agent Client Collector (ACC) on the reference device used to create the non-persistent VDI golden image. The mid-less installation method, combined with the LOCALUSERNAME="SYSTEM" parameter and a non-persistent setting in acc.yml, configures the agent to operate correctly across copied VDI sessions.
      • Prepare the reference device for the golden image -- Remove the registration certificate, agent identifier, cached databases, and logs from the reference device before sealing it as a golden image. This cleanup confirms that each VDI duplicated from the image registers with a unique identity on first start.
      • Manage logon and logoff scripts -- Configure logon and logoff scripts in a non-persistent VDI pool to control how the MID Server starts and stops during virtual desktop sessions.
    • DEX Insights -- DEX enables visibility and insight into the state and performance of the user applications and devices. You can view system compliance, manage files, and perform other operations as needed.
      • Set up Windows registry keys -- Track and manage the Windows registry keys that are configured for monitoring with DEX on end-user devices.
      • Set up file management -- Set up files you want to track and manage with DEX on your organization devices. For example, you can identify and remove any dangerous .exe files that pose a security risk.
      • Manage your system compliance report -- Configure the DEX policy metrics and the applications to monitor for your organization's compliance report. Set up the compliance-related rules and actions for your organization's devices based on defined thresholds.
    • Set up Desktop Assistant -- Set up Desktop Assistant to give end users quick access to self-service and diagnostic tools, timely notifications about outages and announcements, and support options like Employee Center, Virtual Agent, or live agents.
      • Download and install -- Download and install Desktop Assistant by using operating system-specific installer commands, Desktop Assistant installers, or endpoint management solutions.
      • Download installer for Windows -- Download the Desktop Assistant installer on your Windows device to install the Desktop Assistant application.
      • Download installer for macOS -- Download the Desktop Assistant installer on your macOS device to install the Desktop Assistant application.
      • Update URL in configuration file -- As a system administrator, update the instance URL in the Desktop Assistant configuration file to automatically populate the Desktop Assistant login page instance URL on devices on which it is installed.
      • Configure OAuth -- Edit the Open Authorization (OAuth) field values to update OAuth client application details.
      • Uninstall -- Uninstall Desktop Assistant effortlessly using single-line commands for a clean system.
      • Customize home page -- Modify the Desktop Assistant home page as required.
      • Customize theme -- Customize themes for the Desktop Assistant application by applying available themes or modifying specific theme CSS variables to align with your organization's branding.
      • Enable or disable notifications -- Enable notifications to stay informed and engaged receiving timely updates and notifications about important events and activities within the system.
      • Customizing Desktop Assistant notifications using API parameters -- Administrators can send customized Desktop Assistant notifications to specific users by using the DesktopAppNotificationUtils script include with a set of notification parameters.
      • Send a Desktop Assistant notification from server-side script -- Use DesktopAppNotificationUtils to send Desktop Assistant notifications to users from a server-side script.
      • Troubleshoot Desktop Assistant notification delivery -- Check notification records, queue processing, event handling, logs, and the endpoint client to identify why Desktop Assistant notifications aren't delivered.
      • Enable Virtual Agent or chat -- Enable Virtual Agent to find solutions to your queries quickly and seamlessly, without having to wait on hold or speak with an agent by phone.
      • Create a hyperlink card -- Create a hyperlink card in Desktop Assistant to provide direct access to a targeted site, page, or records.
      • Map a card to a section -- Map cards to sections to specify which cards appear under each section in the Desktop Assistant home page, and the order in which they are displayed.
      • Delete a card -- Delete a card from the Desktop Assistant home page when you no longer need it.
      • Add a section -- Add a section to the Desktop Assistant home page to organize related cards under that section for easy navigation.
      • Delete a section -- Delete a section from the Desktop Assistant home page when you no longer need it in.
    • Configuring DEX for Microsoft 365 -- DEX for Microsoft 365 gets installed automatically when you install Digital End-User Experience.
    • Configuring DEX for Zoom -- The DEX for Zoom gets installed automatically when you install Digital End-User Experience.
      • Create a connected Zoom application -- Create a connected application in your Zoom account to establish an OAuth 2.0 level of authentication between the Zoom APIs and the DEX for Zoom on the ServiceNow AI Platform. After creating the connected app, you can add scopes that enable you to perform different actions from the DEX for Zoom.
      • Add Zoom connection -- Use the information generated during Zoom account configuration to register DEX for Zoom as an OAuth provider and enable the instance to request OAuth 2.0 tokens. Add the Zoom connection in Workflow Studio to perform actions in Zoom.
    • DEX Alerts -- Digital End-User Experience (DEX) Alerts provide details on the active alerts, their severity, impacted services, and the duration.
      • Incidents from alerts -- An agent or IT operator creates an incident from the DEX alerts which is addressed by the L1 agent.
      • DEX alert grouping -- When several alerts are triggered from events governed by the same metric rule in DEX, the alert grouping mechanism automatically consolidates them. This mechanism reduces the need for users to manage individual alerts, streamline their response process, and enable faster issue resolution.
      • Deactivate DEX alert grouping -- Deactivate DEX alert grouping to enable individual alert visibility, aiding in detailed analysis and targeted response.
    • Advanced configuration -- Advanced configuration options provide additional customization capabilities beyond standard settings. These options allow you to fine-tune system behavior and optimize performance for specific organizational requirements.
      • Convert application source to DEX -- Convert a Visibility Content application to DEX monitoring. After conversion, the application is managed in the Application and Device Health system.
      • Map a device user to a ServiceNow DEX user -- Complete this procedure to map a device user to a DEX user so you can notify the user about any of the device metrics breaching a predetermined threshold.
      • Device location determination -- Identify and determine the number of impacted devices based on the location by defining a custom logic.
      • Set up a proxy server -- Configure the Agent Client Collector (ACC) to use a proxy for all traffic by setting environment variables. Using a proxy helps you enhance security, monitor and control internet usage, improve performance through caching, protect privacy, and enforce compliance with your organization's policies.
      • Switch ACC to another instance -- Switch Agent Client Collector (ACC) to a different instance.
      • Configure MID-less ACC -- Use a single-line command to set up a MID-less Agent Client Collector. You can also use the single-line command to migrate agents configured with a MID Server to have a MID-less configuration.
      • Convert to MID-less ACC -- Convert MID-based Agent Client Collector (ACC) to MID-less ACC by adjusting the configuration in acc.yml, decoupling from a specific MID to enhance flexibility and adaptability.
      • Sudo banner validation -- Sudo banner validation flags missing sudo permissions on managed devices so you know when the DEX agent's capabilities are limited.
      • Configure sudo banner exclusion list -- Add the appropriate commands to the sudo banner exclusion list so the system doesn't flag it.
    • Monitor -- Application and Device Health is a powerful solution for monitoring and managing your IT environment from an end-user perspective. It offers a variety of features that provide valuable insights into how users interact with the technology they rely on every day.
    • DEX Application and Device Health pages -- Get information and entry point into different Digital End-User Experience Application and Device Health features by exploring tabs within the application.
      • Landing page -- The DEX landing page serves as the starting point for the information on the total number of alerts, impacted devices, and a device world map.
      • DEX Insights -- The Digital End-User Experience (DEX) Insights tab provides access to the battery health, compliance, system performance, and system time reports, enabling you to track user devices and take remedial actions. Use the Insights reports to gain early information about issues before they can slow down the users.
      • Applications -- Manage the active applications in your organization to enhance user productivity and engagement. The Application list serves as a central hub, offering visibility into monitored applications. Access details such as the name of an application, its type, the number of alerts and incidents associated with each of those applications, and impacted users.
      • Devices -- Access the Device tab to obtain detailed information on each device, including user assignment status, last login timestamp, matching assignments, device status, active alerts, and incidents.
      • Device details -- Monitor the health of the user device, installed or web applications, running processes on the device, application and device performance metrics, network configuration, user access details, and the ability to run custom SQL queries to retrieve OS information.
      • DEX Administration -- The DEX Application and Device Health Administration tab provides you with essential tools to manage and monitor the system.
    • Open DEX -- DEX Application and Device Health provides proactive visibility that helps you understand your organization end-user experience and diagnose any issues. With features such as application and user navigation, trend analysis, and other useful metrics, the DEX Application and Device Health enables you to identify the root cause of an issue, rather than just treating the symptoms.
    • Monitor system performance -- Monitor your organization's system performance effectively by tracking CPU, memory, disk, and I/O metrics. This helps prevent application bottlenecks and verifies resource availability. Disk performance monitoring identifies potential storage issues, such as slow read or write speeds, while I/O monitoring helps detect delays in data transfer.
    • View actions in Action Library -- View and use various services available for a device in the Digital End-User Experience Action Library.
    • Monitor apps network -- Monitor your app's network to ensure top performance, reduce latency, and improve security. Track key metrics to spot issues early, optimize resource use, and fix problems before they impact users.
    • View installed application metrics -- View and monitor the CPU and memory usage of your applications to optimize performance and promoting efficient resource allocation.
    • View web application metrics -- View metrics of a web application to get a comprehensive view of the performance of the application. Tracking these metrics over time can help you gauge the impact of changes made to the application and monitor its long-term performance.
    • Create an insights report -- Build and run custom reports to uncover insights across your digital workspace. Use the capability to generate reports on any of the performance metrics on a device or application.
    • Trigger bulk remediation from Insights -- Trigger a remedial action on multiple devices simultaneously from the Insights page.
    • View remedial action execution -- Monitor in-progress and completed remedial actions across all devices from the Remedial action executions page in DEX Administration.
    • View collected metrics with Metrics analyzer -- Use the Metrics analyzer to view metrics collected for a given device or application during a specific time.
    • MCM monitoring overview -- Microsoft Configuration Manager (MCM) monitoring provides estate-level visibility into MCM client health across all managed devices.
      • View client health with MCM -- View client health metrics with the Microsoft Configuration Manager (MCM) application. The metrics include MCM metrics by device count, MCM versions installed on user devices, and device count where MCM action hasn't run in the last 24 hours.
    • View web application URL -- View the domain or web address of a web application to access the application and use it effectively.
    • View agent policies -- View the agent policies used during check runs on the associated Configuration Items (CI).
    • Microsoft Teams call quality monitoring overview -- Analyze user‑level call performance for Microsoft Teams. View call quality, network metrics such as jitter and packet loss, and session details to identify and fix communication issues.
      • Monitor Microsoft Teams call quality -- Enable advanced monitoring of Microsoft Teams call quality with DEX for Microsoft 365. Track and analyze call performance for a specific user.
    • Zoom call quality -- View detailed metrics for the Zoom calls made by users assigned to this device or logged in within the past 15 days.
    • View Zoom room metrics -- View detailed metrics for your organization's Zoom rooms using DEX.
    • View system compliance -- View whether the devices are adhering to your organization's application and policy compliance rules. Use this data to identify potential security risks.
    • Use metric rules for DEX -- Metric rules set criteria and thresholds, triggering alerts when performance metrics deviate from specified parameters and facilitating effective system monitoring and management. This comprehensive approach to generating alerts enables you to identify and address potential issues, which helps enhance system reliability and operational efficiency.
    • Resolve -- Use ServiceNow, Inc. Digital End-User Experience (DEX) to detect and resolve device and application issues before users report them, reducing disruptions and improving the end-user experience.
    • Real-time proactive resolution -- Use metric rules, alerts, and auto-correction scripts to detect and remediate device and application issues within minutes, before users are affected.
    • Non-real-time proactive resolution -- Use reports, dashboards, and scheduled jobs to periodically detect and remediate device issues that require aggregated or configuration data, such as system compliance, battery health, and DEX Score trends.
    • Use agentic AI -- Use the Digital End-User Experience (DEX) agentic workflow to diagnose and resolve issues on DEX monitored devices.
    • Desktop Assistant -- Use DEX Desktop Assistant to get quick access to self-service and diagnostic tools, notifications about outages and announcements, and support resources.
    • Open and log in -- Open and log in to Desktop Assistant to get quick access to self-service tools, network tests, important notifications, and support resources.
    • Desktop Assistant notifications -- Desktop Assistant notifications enable your organization to communicate important updates to end users instantly, regardless of their device activity. This feature enables delivering critical information, supporting Major Incident Management and Proactive Engagement.
    • Chat using Now Assist in Virtual Agent -- Use Digital End-User Experience (DEX) Virtual Agent to access a convenient chat-based support powered by Now Assist to find answers and guidance.
    • Test device network connection -- Test your device's network connectivity to evaluate its performance. If the performance is below average, running a speed test helps diagnose if the issue is with your device or your Internet service provider.
    • Open Employee Center -- Open Employee Center from Desktop Assistant to access a unified portal for finding information, getting help, and requesting services.
    • View outages -- View outages to identify potential task hazards and plan your work accordingly. Outages can be planned, unplanned, or related to service degradation.
    • View Desktop Assistant usage metrics -- As a DEX administrator, view Desktop Assistant usage metrics of end users.
    • Reference -- These reference sections provide more information about monitoring and managing your devices and apps with Digital End-User Experience and its components.
    • DEX Application and Device Health reference -- Reference topics provide additional information about the cards, lists, and forms that helps you to configure and use DEX Application and Device Health.
      • Installed with DEX -- Several types of components are installed with activation of the DEX application [sn_dex] plugin, including user roles and tables.
      • Landing page cards -- The landing page cards provide a visual summary of active and impacted devices, and alerts for monitored applications, facilitating efficient data analysis across various categories.
      • DEX remedial actions -- ServiceNow Digital End-User Experience (DEX) provides base system remedial actions to resolve issues on DEX monitored devices.
      • DEX Insights reports -- The Digital End-User Experience (DEX) Insights tab provides reports on the user device battery health, system compliance, system performance, and system time, which enables efficient monitoring and issue identification.
      • Custom insights report form -- Custom insights report gives you an ability to create a custom insights report for metrics collected across your digital space.
      • Applications list -- It provides details about an application, including its Name and classification as either an installed or Web-based application, counts of alerts and incidents, and Impacted devices.
      • Web application — Overview page -- The overview page for a Web application provides information on the active alerts, active devices, active incidents, current impacted devices, and the average-to-resolve time for the incidents.
      • Web application — Performance page -- Monitor the application performance to enable proactive detection and resolution of issues, maintain optimal performance, improve user experience, troubleshoot the performance issues, and confirm that the application meets its intended purpose.
      • Web application — Devices page -- The Active devices and Impacted devices list captures data about the devices, latest logged-in user, last logged in location, and time when the application was last accessed on the device. This information helps with security, access control, and provides insights into user behavior and application usage.
      • Web application — Trends page -- The trends page captures metrics such as alert trends, average page load time, average response time, metrics for failed web requests, total usage, and mean time to resolve incidents. This information is essential for evaluating system performance, identifying areas for improvement, and take data-driven decisions.
      • Installed application — Overview page -- The overview page for an installed application provides information on the active alerts, active incidents, current impacted devices, and the average-time-to-resolve for the incidents. Tracking the total active incidents can help you to monitor and manage the overall health of the application.
      • Installed application — Performance page -- The installed application performance section presents details on the location and app version, total number of crashes and total number of freezes, as well as the CPU, memory, and I/O performance information.
      • Installed application — Client health page -- The installed application Client health section presents details on the devices on which the Microsoft Configuration Manager (MCM) policy has run.
      • Installed application — Devices page -- The devices lists capture data regarding All devices, Active devices, and Impacted devices. This information helps with security and access control, as well as providing insights into user behavior and application usage.
      • Application and Device Health usage monitoring -- You can monitor how your end users are using application health and device health.
      • Devices list -- The Devices page provides information on your organization devices, the device assigned user, last login, matching assignments, status, active alerts, and incidents.
      • Device details pages -- The device details provide a comprehensive view of device health, including alerts, incidents, battery status, and hardware details. It also tracks applications, running processes, app and device performance, battery, and Wi-Fi data. Network monitoring offers connection details, performance metrics, device metrics, network experience, and access. Additionally, you can access custom queries for more detailed insights.
      • Device health page -- The health of a device includes critical device specifics like type, name, OS, model, location, and CPU. Additionally, it includes metrics like device and battery health, events from the last 24 hours, OS details, pending updates, incident, and alert specifics.
      • Applications page -- View essential details for managing applications such as application name, version, type, number of incidents, alerts, and impacted devices.
      • Running processes page -- Observe running process metrics to gain insights into how running processes are performing and identify performance bottlenecks or issues that might be impacting the digital experience.
      • Application performance pages -- Access performance and usage data for a specific application to evaluate its efficiency, identify bottlenecks, and make informed optimization decisions.
      • Advanced app metrics page -- Access the advanced app metrics for the Microsoft Configuration Manager (MCM).
      • Device metrics page -- Access real-time metrics like CPU, memory, disk usage, I/O operations, battery, and energy consumption for insights into system resource utilization, performance, and improvement areas.
      • Network experience pages -- The Network experience pages display information about multiple facets of the network configuration. This information includes connection details, stability metrics, path metrics, and live application hops.
      • Access page -- View essential user login details, including the user name, user type, login type, the timestamp of the last login, and the host. By displaying these crucial pieces of information, users can easily identify themselves, understand their assigned user type and login method, and effectively manage their login information.
      • Administration cards -- The administration cards provide you with the capability to monitor and manage applications, where you can add, enable, or disable as necessary. You can get insights into the policies applied for compliance, view the list of DEX users and DEX administrators, manage the metric rules and devices with Agent Client Collector installed for data analysis.
      • Application management card -- The Application management card shows the list of the used applications, application type, end-user OS, and whether an application is included in the metrics or compliance monitoring.
      • New web or installed application form -- Using a custom form, you can add an application to be monitored for compliance or performance metrics.
      • Edit web or installed application form -- Using a custom form, you can edit an application to be monitored for compliance or performance metrics.
      • Metric rules page -- The metric rules page shows information about a specific rule, including its name, CI type, application name, alert severity, and alert status.
      • Agent policies list -- The agent policies list shows information about each agent policy including its name, status, cron expressions, and updated time.
      • Metrics analyzer form -- DEX Metrics analyzer provides you with an ability to look up metrics collected for specific devices and applications.
      • New DEX event form -- The New record form for DEX event monitoring enables you to add events to monitor.
      • Non-persistent VDI reference -- Use this reference to find the Agent Client Collector mid-less installation command syntax, logon and logoff script file names and locations, and an installation command example when setting up a non-persistent VDI golden image.
      • Metrics monitored by DEX for Zoom -- View the zoom metrics that appear in Summary and call quality metrics tabs.
      • Zoom call quality metrics on the Details page -- View the granular call quality metrics for on the Details page.
    • DEX Content Playbook reference -- Reference topics provide additional information about policies and check definitions provided by DEX Content Playbook.
      • DEX policies for macOS -- Policies for macOS are guidelines and rules to promote that the application is used in a consistent, secure, and conforming manner. DEX policies your organization to reduce the risk of data breaches, improve data quality and accuracy, and optimize application performance and availability.
      • DEX policies for Windows devices -- Policy reference for DEX monitoring on Windows devices. Use this reference to understand available check instances, frequencies, and parameters for application, network, and device monitoring.
      • DEX policies for persistent VDIs -- Policy reference for DEX monitoring on Windows persistent Virtual Desktop Infrastructures (VDI). Use this reference to understand available check instances, frequencies, and parameters for application, network, and device monitoring.
      • DEX policies for non-persistent VDIs -- Policy reference for DEX monitoring on Windows non-persistent (NP) Virtual Desktop Infrastructures (VDI). Use this reference to understand available check instances, frequencies, and parameters for application, network, and device monitoring.
      • DEX check definitions for macOS -- Check definitions for macOS are predetermined sets of rules and criteria that assess the performance, security, and conformance of macOS devices. These checks can cover various aspects such as CPU usage, memory usage, battery details, and firewall status.
      • DEX check definitions for Windows -- Check definitions for Windows are predetermined sets of rules and criteria that assess the performance, security, and conformance of Windows devices. These checks can cover various aspects such as CPU usage, memory usage, network tests, network bytes, and logged-in users.
    • DEX Desktop Assistant reference -- Reference topics provide additional information about forms and dashboard that you use to configure and administer Desktop Assistant.
    • Digital End-User Experience properties and settings -- You can update the following Digital End-User Experience properties and settings to fit your needs. You must have the admin role to update these settings and properties.
    • Custom reporting on DEX tables -- You can use the following listed tables to generate a report for the required metrics on DEX.
    • Digital Experience Score -- Digital Experience Score​ provides comprehensive insight into the digital experience of your employees, enabling you to identify areas of improvement to enhance overall employee experience.
    • Explore -- Learn more about Digital Experience Score​ (DEX Score) and review the benefits it can provide for different users in your organization.
      • Metric components -- Learn more about the different qualitative and quantitative metrics in the Digital Experience Score​ dashboard, which provides end-to-end visibility into your employees' digital experiences.
    • Configure DEX Score -- Plan and configure your implementation of Digital Experience Score​.
      • Install DEX Score -- You can install the Digital Experience Score​ application (sn_dex_score) if you have the admin role. The application includes demo data that you can load after the installation is complete. It also installs related ServiceNow Store applications and plugins if they are not already installed.
      • Load demo data -- Load the demo data for Digital Experience Score​ after installing the application.
      • Delete demo data -- Delete the demo data for Digital Experience Score​ when you no longer need it.
      • Customize metric configurations -- Customize the base system metric definitions based on your business requirements.
      • Define qualitative mapping for a metric -- Define mapping between the qualitative value and normalized score of a DEX Score metric according to your business needs.
      • Update survey configuration -- Update the survey configuration to identify the recipients, method, and timing for sending the DEX Score surveys.
    • Track experience scores -- Get insights into the digital experience of your employees using the Digital Experience Score​ dashboard. You can drill down into the device and application health data to create informed action plans if the employee experience needs improvement.
    • Reference -- Reference topics provide additional information about the lists and forms that you use to configure and administer Digital Experience Score​.
      • Installed components -- Several types of components are installed with activation of the Digital Experience Score​ app, including tables and user roles.
      • Components installed with Digital Experience Feedback Survey -- Several types of components are installed with activation of the Digital Experience Feedback Survey app, including tables and user roles. DEX Score uses the Digital Experience Feedback Survey application for configuring and storing survey information sent to employees.
      • System properties for DEX Score -- Configure the system properties to enable DEX Score application and set the company level target for the digital experience score.
      • DEX Score metrics -- List of the base system DEX Score metric definitions.
      • Metric definition form -- Update the scoring details of a metric definition, enable or disable it, or specify whether it contributes to the overall DEX score.
      • Survey configuration form -- Update the configuration for sending the surveys to collect feedback from employees on the usage of applications and devices.
      • Metrics calculation -- Learn more about how the metrics values are calculated in the Digital Experience Score​ dashboard.
      • Normalization formulas for metrics -- Learn how normalization adjusts individual scores of each metric to a common scale, enabling comparison across different metrics.
      • Data collection frequency -- Application and device health metrics are collected daily, weekly, and monthly from employees' devices, imported into the ServiceNow instance, and displayed on the Digital Experience Score​ dashboard.
    • Proactive Engagement -- Proactive Engagement assists organizations to improve employee productivity and satisfaction by proactively detecting and enabling employees to self-solve digital experience issues on a day-to-day basis.
    • Explore -- It is a solution where the self-resolution remediation process is proactive, seamless, and consistent without the organization having to publish all solution sets.
    • Configure -- Configure Proactive issue detection rules and resolutions so that employees can self-solve digital issues seamlessly.
      • Setting up Proactive Engagement -- Setting up Proactive Engagement enhances the issue resolution capabilities of the organisation to help employees resolve their digital experience issues.
      • PE Resolutions -- Metric rules help the organization by setting the criteria and trigger alerts when the device or the application monitored deviates from the specified metrics.
      • Email notification -- Email notification is one of the notification channel along with Desktop assistant and Virtual agent when you choose self-help instructions or URL as the resolution type.
      • User Criteria Settings -- User criteria settings details the settings in Proactive Engagement to group the users for certain conditions.
    • Using -- Proactive Engagement helps you in proactive detection of digital issues and provides self-help instructions to resolve them.
    • Reference -- Reference topics provide additional information about the cards, lists, and forms that help you configure and use Proactive Engagement.
      • Components installed -- Several types of components are installed with activation of the Proactive Engagement application (com.snc.self_remediation_framework), including user roles.
      • Resolution -- Resolution is information provided to the end user to self-solve the issue, or execute a remedial action on the end user device.
      • Remedial action -- Remedial action is a framework. We need to install the remedial action framework to select remedial action as a resolution type.
      • Input parameters for Remedial action in Proactive Engagement -- Additional input parameters are listed based on the type of remedial action chosen. Advanced settings for each of those input parameters list the information of the input parameters of the selected remedial action.
      • Engagement Settings for Proactive Engagement -- It allows you to configure and define how an end user should be engaged to self-solve the issue.
      • Limitations -- You must be aware of a few limitations when you create a new metric rule and choose the remedial action.
      • Use case -- This section lists some of the most common use cases in Proactive Engagement that are designed for seamless implementation and quick results. You can deploy these use cases that are tailored to some of the common challenges seen as required by your organization to meet your specific needs.
    • Digital End-user Experience Self-service -- Digital End-user Experience Self-service (DEX Self-service) enables you to monitor real-time performance of your devices and applications, and address detected issues by using suggested resolutions.
    • Explore -- Digital End-user Experience Self-service (DEX Self-service) enables you to monitor device health performance, view detected issues, and use suggestion resolutions to resolve issues.
    • Configure -- The DEX Self-service plugin gets installed automatically with the Digital End-User Experience application. This plugin provides the Device health check capability, enabling employees to check device health based on configurations set by DEX admins.
      • Activate Proactive Engagement resolutions -- Review and activate base system Proactive Engagement resolutions to enable end users to self-solve device and application issues by using DEX Self-service.
      • Enable issue configurations -- Enable issue resolutions for DEX Self-service to enable end users to self-solve device, application, and connectivity issues.
      • Customize issue configurations -- Customize device health categories, metric evaluation criteria, and resolutions for issues, to make sure that appropriate resolutions display in DEX Self-service and enable end users to self-solve issues.
      • Create issue configuration -- Create issue configurations for DEX Self-service to self-solve issues specific to your organization that are not included in the base system resolutions.
      • Configure categories and subcategories -- Configure or customize device health categories and subcategories for issue configurations to enable end users in your organization to self-solve device, application, and connectivity issues by using DEX Self-service.
      • Device actions -- Device actions enable end users to fix common device and application issues on DEX monitored devices. Selecting a device action runs the associated fix on the device.
      • Configure device actions -- Configure device actions that end users can trigger to maintain optimal device and application performance even when no issues are detected.
      • Create a custom device action -- Create a custom device action to provide a self-service option for end users to maintain optimal device and application performance even when no issues are detected.
      • Device action access and approval control -- Approval-based access helps control how sensitive device actions are triggered and supports authorized use of actions that impact device performance or system behavior.
    • Use -- Use Digital End-user Experience Self-service to monitor device performance using the Device health check feature available in Desktop Assistant and Employee Center, or conversationally through the Now Assist for ITSM Virtual Agent.
    • Reference -- Reference topics provide additional information about the cards, lists, and forms that help you configure and use DEX Self-service.
    • DEX for service desk agents -- Diagnose and resolve issues on DEX monitored devices directly from the Investigation tab of an incident record or by using the DEX diagnosis and resolution agentic workflow from the Now Assist panel.
    • Incident diagnostics and suggested resolutions -- Service desk agents can diagnose and resolve issues for Digital End-User Experience (DEX) monitored devices from an incident record by using DEX diagnostics and suggested resolutions.
  • Digital Portfolio Management -- Manage and maintain all your solutions (services, service offerings, business applications, and service instances) from a single location using the ServiceNow Digital Portfolio Management (DPM) Workspace. DPM pulls in data from across the ServiceNow platform so you see impacts in the context of solutions that you own or care about.
    • Explore -- Learn about the Digital Portfolio Management (DPM) Workspace features and benefits to manage all of your solutions in one place. Solutions in the context of DPM are services, service offerings, business applications, and service instances.
    • Homepage -- The Digital Portfolio Management (DPM) Workspace homepage is the starting point where you navigate to all aspects of your solutions and portfolios. You’re encouraged to personalize your Digital Portfolio Management (DPM) homepage so you can view and track the solutions that matter to you most.
    • Life-cycle management -- The Digital Portfolio Management (DPM) Workspace enables you to work in the plan-build-run life-cycle model. You can manage solutions that you own and view solutions that may have an impact on services or products that you care about.
      • View service and service offering details -- View information about services and service offerings that may impact your solutions. Each Digital Portfolio Management (DPM) page presents the life-cycle phase information in tabs — Plan, Build, Run, and Info.
      • View business application details -- View information about business applications that may impact your solutions. Each Digital Portfolio Management (DPM) page presents the business application life-cycle phase information in tabs — Plan, Build, Run, Risk, and Info.
      • View service instance details -- View information about service instances that may impact your solutions. Each Digital Portfolio Management (DPM) page presents the service instance life-cycle phase information in tabs, primarily Run and Info. The Risk tab displays when you have the Technology Portfolio Management plugin [sn_apm_tpm] installed.
    • KPI groups -- Define and configure the key performance indicator (KPI) groups in DPM that matter most to you. When you associate KPI groups with your services and applications, you can analyze their performance in a centralized area.
    • DevOps value stream metrics in Digital Portfolio Management -- View key metrics related to the performance of your solutions in Digital Portfolio Management (DPM). If you manage your solutions in a DevOps model, then you can view DevOps data for your business applications as well as link to the DevOps Change Workspace directly from DPM.
    • Configure -- Enable the Digital Portfolio Management (DPM) Workspace and configure the settings for your organization. Set it up to show data so you can monitor services, service offerings, business applications, and service instances. All configuration tasks require the DPM admin role [sn_dpm.dpm_admin].
    • Activate -- The Digital Portfolio Management plugin is available from the ServiceNow ServiceNow Store.
    • Configure the Admin Center -- The Admin Center in Digital Portfolio Management (DPM) provides administrators a guided walk-through to set up and configure the DPM Workspace for the organization. The provided information and configuration prompts enable visibility into the end-to-end service and application life-cycle.
      • Configure page headers -- Configure the page header fields for your solutions in the DPM Admin Center. Your configuration determines how the header fields are displayed in the DPM Workspace.
      • Configure Info tab -- Show or hide various sections of the Info tab for your solutions in DPM. You can also configure the general information fields. Your configuration determines how the fields are displayed in the General info section of the Info tab in the DPM Workspace.
      • Configure scheduled email reports -- Send periodic emails of KPI metrics to the DPM solution owners.
      • Configure personal portfolio solution cards -- Configure the fields that display on the personal portfolio solution cards in the DPM Admin Center. Your configuration determines the fields that display on each solution card in the DPM Workspace.
      • View related records -- In the DPM Admin Center, you can see a comprehensive view of your business applications and service instances. You can see incidents, problems, and changes that are related to your business applications and incidents and changes that are related to your service instances.
    • CSDM guidelines -- Service data relates to each other using different applications and in different ways. Digital Portfolio Management (DPM) references the Common Service Data Model (CSDM) framework to bring service-related data together in a single view.
      • CSDM terms -- Because both ServiceNow products of Digital Portfolio Management (DPM) and Service Portfolio Management closely align with the Common Service Data Model (CSDM), it's helpful to know the common terms when working in these applications.
    • Integrate Digital Portfolio Management with other ServiceNow applications -- Bring in data from other ServiceNow applications to see a comprehensive view of your solutions in the Digital Portfolio Management (DPM) Workspace. You can see data for services and service offerings, for business applications, and for service instances.
    • Configure KPI groups -- Configure key performance indicator (KPI) groups in Digital Portfolio Management (DPM) to surface performance information in the context of your organization's solutions.
      • Create KPI groups and mappings -- Create key performance indicator (KPI) groups and mappings in Digital Portfolio Management (DPM) to monitor the overall health and progress of all your services and offerings.
      • Configure KPIs with example -- Configure key performance indicators (KPIs) in Digital Portfolio Management (DPM) to surface performance information in the context of your solutions. This procedure uses the example of configuring service availability to display the availability score in the Run life-cycle phase.
      • Copy a KPI group -- Create a new key performance indicator (KPI) group by copying an existing KPI group in Digital Portfolio Management (DPM). All the KPI records, supporting KPIs, and mappings of the KPI group are copied as well. After you copy the KPI group, you can modify all aspects of it so the new group best fits your needs.
      • Update KPIs -- You can update the key performance indicator (KPI) fields in Digital Portfolio Management (DPM). The KPI displays in KPI groups in the DPM Workspace.
    • Configure Needs attention panels -- Each solution page in Digital Portfolio Management (DPM) has a Needs attention panel with items that need attention in the context of the page. You can configure the Needs attention attributes to meet your organization's needs.
    • Configure the experience -- If your organization doesn't use certain modules or life-cycle phases in Digital Portfolio Management (DPM), then configure the experience by hiding those elements from user views.
    • Relate business capabilities to view in Digital Portfolio Management -- You can relate business capabilities for a service or for a business application to see them in the Digital Portfolio Management (DPM) Workspace.
    • Configure Digital Portfolio Management to integrate with Process Mining -- Use Process Mining in Digital Portfolio Management (DPM) to see the status of a key performance indicators (KPI) on your solutions, and adjust as needed.
    • Create Process Mining projects for KPI groups in Digital Portfolio Management -- Create Process Mining projects for each key performance indicator (KPI) group in Digital Portfolio Management (DPM) to see KPI performance and analyze anomalies.
    • Get started -- The Digital Portfolio Management (DPM) Workspace is a unified environment to view all your services, service offerings, business applications, and service instances. With the proper access, you can also view details and edit the solutions without having to leave the DPM experience.
    • Personalize the home page -- Personalize your Digital Portfolio Management (DPM) Workspace home page to meet your needs. You can edit the status conditions of each solution, add solutions, search for solutions, and filter solutions by status and by type.
    • Create custom record views -- Create a UX custom form view to show any record for a given table in Digital Portfolio Management (DPM).
    • Navigate enterprise portfolios -- You can work with three types of enterprise portfolios in the Digital Portfolio Management (DPM) Workspace — service, business application, and service instance. Even though you can view service enterprise portfolios in DPM, they're created with Service Portfolio Management tables. Enterprise portfolios for business applications and service instances are created with the enterprise portfolio tables.
    • Work with portfolios -- You can create and organize personal portfolios to see several solutions in one place. Administrators create enterprise portfolios. The service-type enterprise portfolios are created using Service Portfolio Management tables. Business application and service instance portfolios are created using enterprise portfolio tables. You can also see list modules of services and applications that aren’t in a portfolio by using list modules.
    • Personal portfolios -- Personal portfolios contain data from services, offerings, business applications, and service instances into one space for you to view and report on. You can see how each item is progressing according to the assigned roadmap and evaluate its performance based on key performance indicators (KPIs) that interest you.
      • Create a personal portfolio -- Create a personal portfolio using the Digital Portfolio Management (DPM) application. DPM enables you to create, edit, and share personalized, unstructured portfolios of the services and applications that you own or don't own but care about.
    • Enterprise portfolios -- Admins create enterprise portfolios for business applications and service instances using the enterprise portfolio tables. Enterprise portfolios are structured in a nesting tree format to navigate service-related items and taxonomy nodes.
      • DPM Portfolio Builder Overview -- Enterprise portfolios are created directly in the DPM Portfolio Builder. Before May 2025, they were created using Service Portfolio Management tables. Enterprise portfolios for business applications and service instances were created from enterprise portfolio tables.
      • Navigating portfolio types -- Navigate three types of enterprise portfolios in the Digital Portfolio Management (DPM) application — service, business applications, and service instance. The way to create a portfolio depends on the type. As of May 2025, Enterprise portfolios are created directly in DPM. Business application and Service instance portfolios are created using the enterprise portfolios tables in the DPM module in UI16.
      • Navigate service enterprise portfolio templates -- Navigate three service enterprise portfolio templates: EDUCAUSE Higher Education IT Service Portfolio, IT Service Portfolio, and Sample Organizational Structure.
      • Create enterprise service portfolios using a template -- Admins can create enterprise portfolios from scratch or by using a template. Enterprise portfolios are structured in a nesting tree format to facilitate navigation of service-related items and taxonomy nodes. Similar to personal portfolios, you can see key metrics to assess the portfolio performance.
      • Create enterprise portfolios -- Admins create enterprise portfolios for business applications and service instances. Enterprise portfolios are structured in a nesting tree format to navigate service-related items and taxonomy nodes. Similar to personal portfolios, you can see metrics to assess the portfolio performance.
    • Work with solution data in Digital Portfolio Management -- After you create and organize personal portfolios and review the available enterprise portfolios, you can do several actions with the DPM manager role to monitor the progress of solutions.
    • Work with Needs attention panels in Digital Portfolio Management -- Digital Portfolio Management (DPM) enables you to view items that need attention in the context of your solutions. Categories in each Needs attention panel differ based on the solution type. You may not act on an item that needs attention, but you can see its status and severity to make data-driven decisions about your solutions.
    • View relationship maps -- View a relationship map in Digital Portfolio Management (DPM) to see all relationships that make up a given solution. DPM uses the ServiceNow Unified Map to display a graphical hierarchical map based on the CMDB.
    • Create demand from Digital Portfolio Management -- Create demand using the Digital Portfolio Management (DPM) application. DPM enables you to create demand for any business or technology management services that you own.
    • Create an improvement initiative from Digital Portfolio Management -- Create an improvement initiative using the Digital Portfolio Management (DPM) application. DPM enables you to create an improvement initiative for any business or technology management services that you own.
    • List modules -- List modules in Digital Portfolio Management (DPM) provide information that may or may not be in personal portfolios or enterprise portfolios. You don't have to own solutions to view or create list modules.
    • Work with lists -- Work with lists in the Digital Portfolio Management Workspace. Lists enable you to view service and application information that is not in a personal portfolio or an enterprise portfolio.
    • Reference -- Reference topics provide additional information about administering Digital Portfolio Management (DPM).
    • Roles -- Several types of components are installed with Digital Portfolio Management (DPM) when you activate the application from the ServiceNow ServiceNow Store. DPM has two roles - admin and user.
    • Digital Portfolio Management homepage default solution cards -- Digital Portfolio Management uses certain fields to auto-generate a set of default solution cards to display on your DPM homepage. After you add or remove solutions from your homepage, DPM remembers your updates by displaying your personalized solutions cards instead of the auto-generated set.
    • Personal and enterprise portfolio reference -- Use suggestions and tips for creating and organizing portfolios in DPM.
    • KPI groups installed with Digital Portfolio Management -- Digital Portfolio Management (DPM) enables you to view standard key performance indicator (KPI) groups that are included with the base system. You can also configure KPIs with the sn_dpm.dpm_admin role.
    • Digital Portfolio Management related applications and data sources -- Digital Portfolio Management (DPM) enables you to use related applications to view and edit service details in the plan-build-run life cycle. All related applications are optional, so they aren't required to use the DPM experience.
    • PO components -- Admins must install the ITSM Process Mining Content Pack from the ServiceNow Store to get the insights and system property for Process Mining in Digital Portfolio Management (DPM). Use Process Mining to analyze and improve key performance indicator (KPI) outputs in DPM.
    • Persona -- The Digital Portfolio Management (DPM) persona is a solution owner — That is one that owns services, service offerings, business applications, or service instances.
    • Digital Portfolio Management views -- The Digital Portfolio Management (DPM) workspace pulls in data from various ServiceNow applications. The views show where the data is coming from.
    • Domain separation and Digital Portfolio Management -- Domain separation is supported in Digital Portfolio Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
  • Digital Product Release -- ServiceNow Digital Product Release (DPR) is a release management solution that helps release managers, product managers, and program managers manage the release process.
    • Explore -- The ServiceNow Digital Product Release application enables you to streamline the process of delivering digital products and services by managing the process from planning to delivery.
    • Digital Product Release Workspace -- The Digital Product Release Workspace provides a single location for release admins to define release processes and release readiness targets. Product managers can use it to create and manage products and features, define the scope in versions, and plan and execute releases.
    • Release for a product or service -- A release groups all the tasks (projects, epics, stories, enhancements, defects, problems, incidents, and so on) planned for a specific version of a product or service. Digital Product Release provides two different processes: timeline-oriented and stage-oriented, to help you in executing your releases.
    • AI-powered release notes generation -- Digital Product Release provides an AI-driven summarization feature that automatically generates release notes for your product and service releases. This capability streamlines the release note creation process, reducing manual effort and improving consistency.
    • Release dashboards -- Release dashboards provide insights into your releases. You can see their progress, identify any potential risks, and track their software quality. This information can help you to make informed decisions about your releases and ensure their success.
      • Release Overview dashboard -- The Release Overview dashboard provides an overview of all the information about a release, which the product team can use to assess its readiness.
      • Release Quality dashboard -- The Release Quality dashboard provides insights into the quality of a release based on the software quality scan summaries and test summaries.
      • Release dashboard for a multi-product release -- The Release Overview dashboard for a multi-product release provides an overview of all the information about every product release, which the product team can use to assess the release readiness.
      • Release Overview dashboard for a multi-product release -- The Release overview dashboard provides an overview of all the information about an individual product's release in a multi-product release, which the product team can use to assess its readiness.
    • Holiday schedules in a release -- You can associate a holiday schedule with a release so that the phase and release durations are calculated considering non-working days.
    • Digital Product Release flow actions -- Digital Product Release provides flow actions that you can use to build custom release workflows in Workflow Studio.
    • DPR and GRC integration for release compliance -- The integration between Digital Product Release (DPR) and ServiceNow GRC: Policy and Compliance Management connects your release management processes with the enterprise risk and compliance controls. This integration helps you deliver faster, safer, and reliable releases.
    • Managing releases in Service Operations Workspace -- Service Operations Workspace (SOW) and Digital Product Release (DPR) workspaces provide a unified release and change management experience. You can manage releases, view release details, and associate change requests with releases — all from SOW.
    • Associating change requests with releases in Service Operations Workspace -- The integration between Service Operations Workspace (SOW) and Digital Product Release (DPR) workspaces provide a unified release and change management experience. You can associate releases with change requests across both workspaces.
    • Configure -- Plan and configure the Digital Product Release application.
    • Install Digital Product Release -- You can install the Digital Product Release application (sn_dpr) if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.
    • Migrate data from Release Management v2 to Digital Product Release -- If you have the Release Management v2 (RM v2) application installed, you can migrate your data from RM v2 to Digital Product Release.
    • Integrate external tools from Digital Product Release Workspace -- Integrate tools for orchestration, planning, coding, artifact, software quality, and security from the Digital Product Release Workspace for end-to-end change traceability and automation.
    • Create a release calendar -- Create a release calendar to define release readiness targets within it.
    • Create a release readiness target -- Create release readiness targets to define the dates by which the releases must be ready for deployment. These targets help you to track and manage capacity and conflicts while ensuring a smooth delivery of your products.
    • Create an approval definition in Digital Product Release -- Create an approval definition that can be used in release tasks for getting approvals.
    • Define policies in Digital Product Release -- Define policies to automate the release workflow based on the different states of the release.
    • Create a release template -- Create a release template to predefine the release process. The template contains templates for release phases, tasks, exit criteria for each of the phases, key dates, and approvals.
    • Use -- Digital Product Release helps you streamline the process of delivering digital products and services by managing the entire release life cycle from planning to delivery.
    • Request a new product or service -- Request a new product or service to manage features and enhancements.
    • Configure product-level release settings -- Configure release settings for a product or service that are applied whenever a release is created or executed for that product.
    • Manage product hierarchy using Included products -- Add products that you manage​ as Included products within a product or service to create a product hierarchy.
    • Create a release for a product or service -- Create a product or service release when all planned product enhancements and product features are ready.
    • Create a release with a wizard -- Create a release for one or more products or services with the help of a wizard. The wizard guides you through the entire release creation process.
    • Define release scope -- Define the release scope of products and services by adding features, enhancements, and work items.​
      • Add product features -- Add a product feature to a product or service to help you plan and manage the scope of a release.
      • Add enhancements -- Add a product enhancement to a product or service to help you plan and manage the scope of its release.
      • Add enhancements from a work item -- Add a product enhancement from a work item to a product or service manually.
    • View and manage data from external tools -- View and manage data coming from the DevOps application corresponding to your product that has been imported through external tools.
    • Plan product enhancements into different releases -- Move product enhancements into different releases of the product or service to plan the scope of your release.
    • Manage releases for digital products and services -- Track the progress of your releases, and work on them to release products and services faster and more efficiently.
      • Timeline-oriented releases -- Managing a timeline-oriented release involves following a series of deadlines and milestones and adjusting as necessary to keep your release on track.
      • Work on a single product or service release -- Monitor and work on a release that follows the timeline-oriented release process to release a single product or service.
        • Execute the release -- Monitor and work on a release that follows the timeline-oriented release process to release a single product or service.
      • Work on a multi-product release -- Monitor and work on a release that follows the timeline-oriented release process for multiple products.
      • Stage-oriented releases -- Managing a stage-oriented release involves completing objectives and closing the release when the work is done and meets the defined release criteria, rather than waiting for the planned end date.
      • Work on a single product or service release -- Monitor and work on a release that follows the stage-oriented release process to release a single product or service.
        • Restart the release phase -- Monitor and work on a release that follows the stage-oriented release process to release a single product or service.
        • Execute the release -- Monitor and work on a release that follows the stage-oriented release process to release a single product or service.
      • Work on a multi-product release -- Monitor and work on a release that follows the stage-oriented release process for multiple products.
      • Managing multiple releases through release bundles -- Release bundles help you to group multiple releases to track and manage them concurrently from a single place.
      • Create a release bundle -- Create a release bundle to manage and track multiple releases from a single place. These releases can have different release readiness targets. However grouping them together in bundles helps you manage them all efficiently.
      • Track multiple releases from a release bundle -- Track the progress of releases in a release bundle concurrently to improve efficiency and streamline the release management process. You can also identify dependencies and potential conflicts in your releases and coordinate with team members working on different releases.
      • Review and update release details -- Review and modify the details of a release. You can also retarget the readiness date of the release as required.
      • Add a product to a multi-product release -- Add a product to a multi-product release to expand the scope of the release as requirements evolve. The added product gets its own child release with phases, tasks, and policies aligned to the main release.
      • Remove a product from a multi-product release -- Remove an included product from a multi-product release when the product is no longer part of the release plan.
      • Update the release scope -- Review and update the scope of the release by adding or removing product enhancements, planning items, and related tasks like incidents and problems.
      • Manage configuration items in a release -- View and manage the configuration items (CIs) in a release phase. Use the associated CIs to manage change requests and tasks in the release.
      • Manage change requests in a release -- View and manage change requests in a release. You can create and add new change requests to the release or add existing ones.
      • Generate AI-powered release notes for a release -- Generate structured release notes for a release using AI-driven summarization, reducing manual effort and improving clarity for stakeholders. The release notes are generated from the release scope.
      • Manage artifacts in a release -- Add or remove artifacts from a release.
      • Approve or reject a release task -- Review a release task and approve or reject it.
      • Retarget a release -- Change the release readiness target to reschedule the release period.
      • Close a release -- Complete a release after all tasks have been completed and all phases are in compliance with the mapped policies.
    • View releases planned in a release readiness target -- View and track all product releases that are planned in a release readiness target and track their progress.
    • Digital Product Release Policy Content Pack -- The Digital Product Release Policy Content Pack includes data collectors and policies for automating the verification of phase gate in product and service releases in Digital Product Release.
    • Data collectors -- The Digital Product Release Policy Content Pack contains a set of data collectors to collect DevOps data to be validated against policies.
    • Policies -- The Digital Product Release Policy Content Pack contains a set of policies to automate phase gate verification and continuous evaluation of software artifacts.
    • Reference -- Reference topics provide additional information about the lists and forms that you use to configure and administer Digital Product Release (DPR).
    • Components installed -- Several types of components are installed with activation of the Digital Product Release app, including tables and user roles.
    • System properties -- Configure the system properties to customize various features of Digital Product Release according to your organization's needs.
    • Approval definition form -- Release admins can create approval definitions to get approvals of phase tasks for a release.
    • Email notifications for release management -- List of automated email notifications that are installed with Digital Product Release.
    • Policy status aggregation -- In a multi-product release, the policy run status of releases for all primary and included products are rolled up to the policy status of the main release.
    • Release readiness target form -- Release admins can create release readiness targets on a release calendar to define the dates by which the releases must be ready for deployment.
    • Request new product or service form -- Product managers or release admins can request for a new product or service in Digital Product Release.
    • Release form -- Product managers or release admins can create a release for a product or service version in Digital Product Release.
    • Release key date form -- Manage your release key dates for a timeline-oriented release.
    • Risk score for a release -- Risk scores help release coordinators and product managers identify potential issues early and take corrective action. The risk score is calculated for the current in-progress phase and is recalculated each time you view the Release overview dashboard.
      • Risk score for timeline-oriented releases -- Risk scores help release coordinators and product managers identify potential issues early and take corrective action. The risk score is calculated for the current in-progress phase and is recalculated each time you view the Release overview dashboard.
      • Risk score for stage-oriented releases -- Risk scores help release coordinators and product managers identify potential issues early and take corrective action. The risk score is calculated for the current in-progress phase and is recalculated each time you view the Release overview dashboard.
    • Domain separation -- Domain separation is supported for Digital Product Release. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
  • Expense Line -- Expense lines enable you to track costs and represent when a point-in-time expense incurred. Expense lines can be created manually or generated by the scheduled processing of recurring costs.
  • Incident Communications Management -- The ServiceNow Incident Communications Management application enables organizations to create and manage communications related to major business issues or incidents.
    • Exploring Incident Communications Management -- The ServiceNow Incident Communications Management application enables organizations to create and manage communications related to major business issues or incidents.
    • Incident communication plan state model -- Incident communication plan state model helps you to understand the different states through which a plan can progress and track the plan through its states.
    • Configuring Incident Communications Management -- Configure Incident Communications Management to create and manage communications related to major business issues or incidents.
    • Install and activate Incident Communications Management -- Install and activate the Incident Communications Management (com.snc.iam) plugin if you have the admin role.
    • Managing Incident Communications -- Incident Communications Management provides a framework for defining and managing a communication process for an incident. It helps you to streamline a communication process by creating designated incident communication plans for effective communication during an event.
    • Communication plan definition -- An incident communication plan helps you to streamline a communication process with regards to an incident. It defines the stakeholders who should be informed, what information should be shared, when the information should be delivered, and the methods of communication.
    • Communication task definition -- Each communication plan involves a series of communication tasks. A communication task definition helps you to specify the mode of communication (channel) and the frequency at which the communication must be carried out.
    • Communication contact definition -- Communication contact definition helps you to define the recipients of a particular communication plan. The contact determines the target audience involved in each communication task and the responsibilities they are expected to handle. A notification for a task is sent to all individuals specified for that task. You can add or remove any particular communication contact manually.
    • Communication channel definition -- You can define a communication channel for each communication task. The communication channel determines which mode of communication to use for the task when a plan is attached to an incident. The modes of communication available are: email, SMS, conference, and Slack.
    • Create adhoc incident communication plan -- Create an adhoc incident communication plan to manage and track communications around a high-priority incident or other issues.
    • Create adhoc incident communication task from Incident Communications Management -- Create an adhoc incident communication task while you are working on the communication plan. The communication task helps you to specify the mode of communication (channel) and the frequency at which the communication must be carried out.
    • Incident Communications Management and Contacts -- You can define contacts to associate users or groups to an incident communication plan. The users or groups are contacted to complete the tasks included in a communication plan.
      • Responsibilities for Incident Communication Plan -- Contact responsibilities helps you to identify contacts by their responsibilities and to understand what you can expect from the user throughout the life cycle of the communication plan.
      • Define contact responsibilities -- Define the different contacts or target audience involved in the communication process and their responsibility to understand the expectations from those contacts throughout the process.
      • Create a contact definition -- Define the recipients of a particular incident communication plan to determine the target audience involved in each communication task and the responsibilities the recipients are expected to handle.
      • Create a default override -- Create a default override to specify user or group for a contact definition of an incident communication plan. It helps you to set multiple conditions based on which a user or a group is considered as a contact.
      • Add a user as a contact -- Add a user to a communication plan if you have not added the user earlier in the contact. You can assign a communication task to the user to resolve an issue.
    • Close an incident communication plan -- Close an incident communication plan after its execution or if it is no longer needed.
    • Initiate conference call on incident communication task -- Initiate a conference call and include all the required stakeholders to discuss on the resolution of the incident and the communication task.
    • Join or end conference call on incident communication task -- After a conference call is initiated, join the call to participate in the discussion or end the call when the conference is no longer required.
    • Send communication updates -- Update users on the latest communication on an incident through selected communication channels.
    • Run an incident communication plan report -- Run an incident communication plan report to view the status of communication plans. You can track the progress of the plan and intervene to improve the overall efficiency and effectiveness of the communication process.
    • Subscribe to incident communication notifications -- Subscribe to incident communication notifications to get periodic information about issues related to incident communication plans. The timely incident communication notification or incident alerts (IA) helps address issues within the defined SLA.
    • Incident Communications Management reference -- Reference sections provide additional information about components installed with Incident Communications Management.
    • Components installed with Incident Communications Management -- Several types of components are installed with activation of the Incident Communications Management plugin (com.snc.iam), including tables and user roles.
    • Domain separation and Incident Communications Management -- Domain separation is supported in Incident Communications Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
    • Incident Communications Management integrations -- Incident Communications Management is integrated with other applications such as Notify to improve the overall communication process.
      • Notify with Incident Communications Management -- Notify allows you to integrate with the Twilio telephony service to send and receive phone calls and SMS from within your instance. In Incident Communications Management, Notify provides you with SMS and conference as channels.
  • Incident Management -- Incident Management restores normal service operation while minimizing impact to business operations and maintaining quality.
    • Explore -- ServiceNow Incident Management supports the incident management process with the ability to identify and log incidents, classify and prioritize incidents, assign incidents to appropriate users or groups, escalate, resolve, and report incidents.
    • Life cycle of an Incident -- Incident Management is responsible for managing the life cycle of incidents, from creation to closure.
    • Configuring Incident Management -- You can configure the incident form and other incident features, such as incident categories and UI behavior. The ITSM guided setup helps you configure incident management on your ServiceNow instance.
    • Quick start tests for Incident Management -- Validate that Incident Management still works after you make any configuration change such as apply an upgrade or develop an application. Copy and customize these quick start tests to pass when using your instance-specific data.
    • Incident Management properties -- Incident Management properties are used to control features such as copying and creating child incidents. The major incident properties control the promotion of major incident candidates to major incidents.
    • Incident categories and subcategories -- Categorization of incidents helps in routing to the right team and saves a lot of time in troubleshooting and bringing the service to normalcy.
      • Configure incident category or subcategory -- Configure incident category and subcategory for easy classification of incidents which helps in routing incidents to the right team. You can also generate reports based on category and subcategory of incidents.
      • Add a category or a subcategory -- Add category or subcategory to assign incidents to the correct team and save time in troubleshooting and bringing the service to normalcy.
      • Delete a category or a subcategory -- Delete a category or subcategory if your organization no longer uses the category or subcategory.
    • Define priority lookup rules -- Define impact and urgency combinations that determine incident priority and the SLA for each priority for an organization. Only administrators and data lookup administrators can configure these rules.
    • Define assignment rules for incidents -- Define assignment rules to identify the right group or the user which is skilled to work on an incident.
    • Incident templates and record producers -- Templates simplify the process of submitting new records by populating fields automatically. A template ensures consistency in the way information about the incident is captured. A record producer is a specific type of catalog item that allows end users to create task-based records, such as incident records, from the service catalog.
    • View incident notifications -- View incident notifications that are sent during specific events in an incident life cycle. These notifications are sent to various recipients including the ESS and the ITIL users.
      • Email notification redirection -- You can redirect the users to the incident or major incident record in Service Operations Workspace (SOW) instead of opening in the UI16 interface of Incident Management or Major Incident Management.
    • Configure default user for auto-closing incidents -- Change the default user who last updated an incident to the user you mention for auto-closing incidents.
    • Applying CSDM guidelines to Incident Management -- Incident Management supports the incident management process with the ability to identify and log incidents, classify and prioritize incidents, assign incidents to appropriate users or groups, escalate, resolve, and report incidents. The goal of this product view is to help you to understand how Incident Management key entities work with the core CSDM framework.
      • Incident Management and CSDM tables -- Incident Management manages and uses CSDM tables. Several ServiceNow products benefit from and add value to Incident Management.
      • Incident Management use case -- Incident Management restores normal service operation, while also minimizing impact to your business and maintaining the quality of your data.
      • Set up the Incident Management form -- Configure the Incident form to see the impact of an incident and then restore affected services. The CSDM framework enables you to view rich context for incidents: the CIs involved in the incident and the service offerings, business applications, and business services that the incident affects.
      • Incident Management considerations -- Consider these points while implementing the CSDM framework.
    • Incident ticketing integrations -- An incident ticketing integration exchanges ticket data between your ServiceNow instance and a third-party system.
    • Configuring Microsoft Outlook to create incidents and VTB tasks -- To create incidents and VTB tasks, or to chat with a virtual agent from within your Outlook email, activate and deploy the ServiceNow Add-in for Microsoft Outlook.
    • Managing incidents -- Working on incidents involves diagnosing and investigating the incident, recording results, and sometimes escalating or promoting the incident.
    • Logging an incident -- Log incident records from sources such as email, service desk, service catalog, or external applications as per your convenience. You can also generate incident using business rules or SOAP messaging.
    • Create an incident -- Create an incident record to document a deviation from an expected standard of operation.
    • Working with incident record form -- Once an incident is created, you can use the incident record form to perform various actions to track, process and resolve the incident.
    • Capture affected CI information -- Capture information on affected configuration items (CIs), with type as asset, in an incident to keep a record of the updated, repaired, swapped, or retired configuration items.
    • Create a template from the incident form -- Create a template that define default values for forms so that users can easily create incident. You need to have appropriate permissions before creating templates.
    • Apply a template in the Incident form -- Use a template to apply values to an incident record. The values from the template replaces existing field values, while fields not included in the template will remain unchanged.
    • View VIP status for a caller in incident -- View the callers with VIP status on the incident records list view as well as incident form. Organizations commonly designate VIP status in the user record for some of their VIP users.
    • Use Microsoft Outlook to create incidents and VTB tasks -- Create an incident or VTB task or chat with a virtual agent directly from within Microsoft Outlook using ServiceNow icons.
    • Create an incident task -- Create an incident task to communicate and request work from assignment groups other than the one initially assigned to the incident.
    • Synchronization between an incident and its incident tasks -- Use incident tasks to collaborate with and request work from other stakeholders. An incident and its tasks are synchronized such that the state of incident tasks changes depending on the state of the incident.
    • Create a record from incident -- Create a problem, change, or request record from an incident.
    • Create a request from an incident -- When you work on an incident and determine that the user needs one or more catalog items, such as an application or a new laptop, you can create a request from the incident. It helps you in tracking the requests associated with an incident and vice versa.
    • Copy an incident or create a child incident -- Copy an incident or create a child incident without manually entering the value of all the fields in the new incident.
    • Synchronization between a parent and a child incident -- The parent and the child incidents are synchronized such that the state of a child incident changes depending on the state of the parent incident.
    • Enable the display of incident special handling notes -- Enable the display of informative notes for a specific record or for a set of records that meet one or more conditions. Use these notes to help users understand the action that was taken for the incident or the next course of action to be taken.
    • Create knowledge article -- Provide a resolution for an issue by creating a knowledge article from an incident with fields defined in an article template.
    • View affected CIs in the dependency views map -- A configuration item (CI) can result in an incident. Use dependency view to identify other configuration items (CIs) that are affected by the CI that resulted in the incident.
    • Refresh impacted services and CIs for incident -- The impacted services and CIs related list refreshes its records and also the records listed in the Service Offerings and Business Applications related lists based on the affected CIs. You can identify the impacted services and CIs and take necessary action.
    • Associate CIs with incident -- Associate affected or impacted configuration items (CIs) with an incident record to find out how the incident affects other CIs with dependent relationships.
    • Update the resolved incident notification template -- Modify the content of the email template that is sent to the user when you resolve an incident.
    • Incident resolution and closure -- An incident is considered resolved when you provide the user with a temporary workaround or a permanent solution for the issue.
      • Resolve and close an incident -- When the service is restored by rectifying the issue that resulted for an incident, you can set the incident state as resolved. If the user is satisfied with the resolution, the user can close the incident or the incident is auto-closed after a certain time based on the incident auto-close properties.
      • Configure incidents to close automatically -- Close incidents automatically based on the last updated date or the resolution date of the incident by configuring incident properties. You can also mention the number of days system must wait before initiating the auto-closing functionality.
      • Close multiple incidents from list -- Close multiple incidents from the incident list simultaneously that can have the same resolution code.
      • Create a UI action to close multiple incidents -- Create a UI action to close multiple incidents at once from the Actions list in the list view.
    • Reopening an incident -- Reopen a resolved incident from the incident’s resolution notification email or from the incident form in Incident Management to further investigate an issue that is still impacting you.
    • Incident standard ticket page -- The Incident standard ticket page is where you and your employees can view the details of an incident and can be used with service portal.
    • Managing major incidents -- A major incident (MI) is an incident that results in significant disruption to the business. A major incident demands a response beyond the routine incident management process. Major incidents have a separate procedure with shorter timescales and higher priority, so that there is a faster resolution process for incidents with high business impact.
    • Major Incident Management process -- A major incident is a highest-impact, highest-urgency incident that affects a large number of users, depriving the business of one or more crucial services. Given the urgency of the situation, a well-coordinated response process is required to accelerate the resolution and minimize the business impact.
    • Major Incident Management plugins -- You can activate the Major Incident Management plugins if you have the admin role.
    • Quick start tests for Major Incident Management -- Validate that Major Incident Management still works after you make any configuration change such as apply an upgrade or develop an application. Copy and customize these quick start tests to pass when using your instance-specific data.
    • Create trigger rules for major incidents -- Create trigger rules to define the conditions under which a trigger action is executed. You can create major incident trigger rules to define the conditions under which an incident is automatically considered as a major incident candidate.
    • Working on major incident management -- The section covers topics that help you with a variety of technical concepts related to major incident management such as the different ways to create a major incident, ways to reject a major incident candidate, demote a major incident, or close a major incident.
      • Create a major incident candidate -- You can create a major incident candidate in multiple ways. After a major incident candidate is created, the major incident manager evaluates the candidate and decides whether the candidate should be promoted to a major incident.
      • Create a major incident -- Create a major incident directly or review the candidates and promote the candidates to major incidents.
      • Major incident assignment -- A major incident is assigned to a group automatically at the time of proposal and promotion based on the value of the property Major Incident Management Group (sys_id) to whom the Major Incident should be re-assigned on promotion to 'Major Incident' (sn_major_inc_mgmt.major_incident_management_group). The assigned group works on the major incident and resolves it.
      • Accept or reject a major incident candidate -- When an incident is proposed as a major incident candidate, a major incident manager can accept or reject the candidate. The manager accepts a candidate as a major incident if the incident requires accelerated resolution.
      • Associate multiple incidents with a major incident -- You can associate one or more incidents with a major incident using the Actions menu.
      • Reject major incident candidates -- You can reject one or more major incident candidates using the Actions menu. If you decide that the candidates do not qualify to be major incidents, then you can reject multiple candidates at once and provide the rejection reason.
      • Demote a major incident -- When an incident is incorrectly evaluated to be a major incident, you can demote the major incident even after it is accepted so that the incident can be handled as a regular incident.
      • Close a major incident -- You can close a major incident manually after validating the resolution and when the major incident is in the Resolved state.
      • View major incident information on the Incident form -- When an incident enters the major incident life cycle, the Major Incident and the Post Incident Report tab appears on the incident form.
    • Major incident workbench -- The major incident workbench is a single pane view designed for major incident managers, communication managers, and resolver groups. The workbench helps to manage major incidents by aggregating and providing actionable information.
    • Legacy: Major incident overview dashboard -- Major Incident Overview module provides two versions of the Performance Analytics (PA) Dashboard to review major incident information at a glance.
    • Reporting incidents -- Service desk and other IT managers can use dashboards and reports to monitor and track incident status and service levels.
    • Legacy: Incident Management Platform Analytics Solutions -- Platform Analytics Solutions and in-form analytics contain preconfigured dashboards. These dashboards contain actionable data visualizations that help you improve your business processes and practices.
    • Legacy: Incident SLA Management Platform Analytics Solutions -- Platform Analytics Solutions contain preconfigured dashboards. These dashboards contain actionable data visualizations that help you improve your business processes and practices.
      • Legacy: Incident SLA Management dashboard -- See how well the incidents that are subject to a Service Level Agreement meet the deadlines of those SLAs.
      • Legacy: Overdue by State dashboard -- This dashboard lets you see incidents that are overdue according to an SLA, divided by the New, In Progress, and On Hold states.
      • Legacy: Overdue by Age dashboard -- This dashboard lets you see incidents that are overdue according to an SLA, divided by age buckets. You can see the average age of the incidents, the average number of times they have been reassigned, and how long on average since the last update. You can also group them by standard breakdowns like Priority and Assignment Group.
      • Legacy: Overdue Reports dashboard -- See the currently open incidents that are subject to an SLA. You can view a list of the incidents or see how they break down in a heatmap or a pivot table.
    • Use agentic AI -- Use the ITSM Incident Management agentic workflows to manage, resolve and close incidents and incident tasks autonomously.
    • Reference -- Reference sections provide additional information about components installed with Incident Management.
    • Domain separation and Incident Management -- Domain separation is supported in Incident Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
    • Incident Management data model -- Learn about the Incident Management application by viewing the data model diagram. This diagram shows the relationships between the tables within the application and provides an overall picture of how the Incident Management application operates.
    • Incident Management plugins -- Many of the Incident Management plugins are activated in the base system. Others, you can activate when you are ready to use them. Some plugins include demo data.
      • Incident Management Best Practice – San Diego -- The Incident management best practice -San Diego plugin (com.snc.best_practice.incident.sandiego) enhances the integration and workflows for incidents and problems. This plugin enables you to update the progress of the reported incident and problem to the agent and caller.
      • Activate Incident Management Best Practice – San Diego -- Activate the Incident Management Best Practice — San Diego plugin (com.snc.best_practice.incident.sandiego) if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.
      • Activate Incident -- You can activate the Incident plugin (com.snc.incident) if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.
      • Components installed with the Incident plugin -- Several types of components are installed with activation of the Incident plugin in Incident Management.
      • Request Incident Management — Core -- Incident Management - Core plugin (com.snc.incident_management) is a new incident state model that includes demo data and activates related plugins if they are not already active.
      • Request ITSM Roles — Incident Management -- Request the ITSM Roles plugin (com.snc.itsm.roles) to activate the ITSM Roles — Incident Management plugin (com.snc.itsm.roles.incident_management) to gain more control over the access that different service desk agents, technicians, and managers have within your Incident Management process.
      • Components installed with ITSM Roles — Incident Management -- Several user roles are installed with activation of the ITSM Roles — Incident Management plugin (com.snc.itsm.roles.incident_management).
      • Activate Business Stakeholder -- Activate the Business Stakeholder plugin (com.snc.business_stakeholder) if you have an admin role. This plugin installs the Business Stakeholder role. Users with this role can view and approve records at all ITSM product levels.
      • Installed with Business Stakeholder -- The Business Stakeholder plugin (com.snc.business_stakeholder) installs the Business Stakeholder role when activated.
      • Activate KCS Integration for Incident Management -- Activate the KCS Integration for Incident Management plugin (com.snc.incident.knowledge) if you have the admin role. This plugin provides integration of Incident Management with the Advanced Knowledge Management features.
      • Component installed with KCS Integration for Incident Management plugin -- The Incident KCS Article table is installed with the activation of the KCS Integration for Incident Management plugin (com.snc.incident.knowledge).
      • Activate Incident Management Notification -- You can activate the Incident Management Notification plugin (com.snc.incident_notification) if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.
      • Activate Incident Updates -- You can activate the Incident Updates plugin (com.snc.incident.updates) to receive the incident notification updates if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.
      • Activate Incident Management — ATF Tests -- You can activate the Incident Management — ATF Tests plugin (com.snc.incident.atf) if you have the admin role. The plugin delivers ATF tests for Incident Management. This plugin includes demo data.
    • Enhanced security model features -- Help prevent unauthorized access to incident-related tables using Deny-Unless ACLs. A Deny-Unless authentication ACL restricts access for a non-authenticated user.
    • Incident Management integrations -- Users of an incident management solution need to have access to a multitude of features so that they can address specific challenges directly. Incident Management integrations aims to fully integrate and automate your incident response system.
      • Universal Request integration - Incident Management -- Incident Management integrates with Universal Request to provide incident-related service as unified services to users. The integration helps users to have a single service desk.
      • Request Universal Request integration for Incident Management -- To activate the integration between Incident Management and Universal Request, request the Universal Request: Integration for Incident management plugin (com.snc.incident.universal_request) through the Now Support Customer Service system. This plugin includes demo data and activates related plugins if they are not already active.
      • Create incident from Universal Request -- Create an incident from a universal request record to restore service to a customer as soon as possible. After creating the incident record, you can investigate potential solutions.
      • Transfer incident -- Transfer the back to the Universal Request queue, or to another department with or without resolution. When you realise that the issue is not incident related, transfer the incident without any resolution to the relevant department or service. If you resolve the issue, you can transfer the incident with the resolution.
      • Create an associated ticket from an incident -- Create an associated ticket for another relevant department from an incident (primary ticket) when you realize that the issue can be resolved in that department.
      • Manage associated incidents -- Resolve, reopen, or close are actions from the Incident Actions widget that is available on the universal request record for the requester. The Incident Actions widget is available only when an incident is the primary task of a Universal Request record.
      • Customize fields copied from Universal Request to incident -- Customize fields so that the values of some fields in the universal request automatically get copied to an incident record when an incident is associated with a universal request record. It saves your time from manually entering the information every time you create an incident.
      • Restrict an incident access -- You can restrict an incident ticket that contains sensitive information. By marking an incident as restricted, you limit its access for the agents.
  • Platform Analytics ITSM Dashboards -- The ITSM Dashboards content pack provides several Platform Analytics Solutions that contain preconfigured dashboards. This content pack also includes several dashboards and indicators of its own. These dashboards contain actionable data visualizations that help you improve your business processes and practices.
    • IT Agent dashboard for Service Operations Workspace -- View the closed incidents that belong to you and your assignment groups through personalized metric visualization.
    • Manage the dashboard in Service Operations Workspace -- Add or edit the cards that are to be viewed on the IT Agent Dashboard in Service Operations Workspace.
    • Platform Analytics KPIs and dashboards -- Use the dashboards to monitor the operational KPIs and identify areas for improvement, optimize processes, to achieve their strategic goals.
    • Incident management dashboard -- Dashboard providing a view into process metrics related to Open and Closed incidents.
    • Major incident dashboard -- Dashboard providing a view into the process and communication related metrics for Open and Closed major incidents.
    • Change dashboard -- Dashboard providing a view into Change request workflow with metrics around successful and failed Change Request for different Change models and types.
    • Request dashboard -- Dashboard providing a view into process metrics related to Open and Closed Requested items.
    • Service Catalog dashboard -- Dashboard providing a view into metrics for catalog items.
    • Interaction dashboard -- Dashboard with distribution and process metrics for Interaction.
    • Problem dashboard -- Dashboard providing a view into Problem Management related metrics for Open and Closed Problem records.
    • On-call dashboard -- Dashboard providing view into the performance of On-call Escalations handled by the team.
    • Legacy: Performance Analytics ITSM Dashboards -- The ITSM Dashboards content pack provides several Platform Analytics Solutions that contain preconfigured dashboards. This content pack also includes several dashboards and indicators of its own. These dashboards contain actionable data visualizations that help you improve your business processes and practices.
    • Legacy: IT Executive dashboard -- See a high-level view across all of ITSM.
    • Legacy: IT Manager dashboard -- Follow the daily and weekly progress of incidents, problems, and requests for your assignment groups.
    • Legacy: IT Agent dashboard -- View the open incidents, problems, and requests that belong to you and your assignment groups through personalized reports. You can also see which incidents that belong to your assignment groups exceed the Spotlight threshold.
  • ITSM Mobile Agent -- The ServiceNow ITSM Mobile Agent app delivers base system mobile-first experiences designed for IT agents to triage, act on, and resolve incidents on the go.
  • ITSM Success Dashboard indicators -- ITSM Success Dashboard indicators provide insights to the IT leadership team and process owners so that they can measure the performance of their ITSM implementation using the KPIs defined by ServiceNow.
  • ITSM Virtual Agent -- You can use ITSM Virtual Agent to support and scale your IT organization. With ITSM Virtual Agent, your technicians can address more challenging IT-related user requests and incidents.
  • ITSM Virtual Agent Lite -- Access a pre-built subset of ITSM Virtual Agent features to quickly and easily implement a virtual agent for your end users. ITSM Virtual Agent Lite offers an introductory collection of conversation topics for IT support.
    • Setting up ITSM Virtual Agent Lite -- Setup ITSM Virtual Agent Lite using to use the read-only, pre-built conversation topics for your most common ITSM self-service cases. For example, you can connect your users with a virtual agent to check ticket status, search the knowledge base, and report an issue.
    • ITSM Virtual Agent Lite pre-built topics -- ITSM Virtual Agent Lite includes several pre-built, read-only topic conversations you can use to set up a virtual agent for your end users.
  • Machine learning solutions for IT Service Management -- Machine learning in IT service management helps to enhance business scalability and improve business operations for organizations.
  • Now Assist for IT Service Management (ITSM) -- Use the ServiceNow Now Assist for IT Service Management (ITSM) application to summarize the incident information, generate incident resolution notes, and summarize the chat for an interaction. You can enable your agents to understand the chat and incident context so that they can propose quicker resolutions to your requesters.
    • Explore -- With the Now Assist for IT Service Management (ITSM) application, your agents can summarize the chat conversations and incident details, generate the incident resolution notes to share with other agents.
    • Supporting information -- Get a quick overview of the important information that is related to the Now Assist for IT Service Management (ITSM) application.
    • Configure -- If you have the admin role, you can configure the Now Assist for IT Service Management (ITSM) application so that agents can use the generative AI capabilities in Service Operations Workspace for ITSM and in Core UI.
    • Skill inputs and triggers -- Get a quick overview of the skill inputs and triggers for Now Assist for IT Service Management (ITSM). By configuring the inputs or triggers for a skill, you can determine how and when a skill is used.
    • Configure in Virtual Agent -- Enable your requesters to have a streamlined, conversational experience that is based on generative AI as they submit a catalog item request in Virtual Agent. By offering this generative AI experience, your organization can provide an additional self-service tool.
      • Virtual Agent topics -- ITSM Virtual Agent includes pre-built Large Language Model (LLM) topic conversations designed to help your users complete the common IT-related tasks such as checking and resetting a password.
      • Customize a topic -- Copy and customize a core ITSM Virtual Agent topic and use that topic to track the status of common IT-related tasks using Now Assist.
    • Customize a skill -- If you have the admin role, you can customize a Now Assist for IT Service Management (ITSM) skill so that agents can use the generative AI skills in Service Operations Workspace for ITSM and in Core UI.
    • Customize the resolution notes generation skill -- If you have the admin role, you can customize a Now Assist for IT Service Management (ITSM) skill so that agents can use the generative AI skills in Service Operations Workspace for ITSM and in Core UI.
    • Customize the Incident activity response generation skill -- If you have the admin role, you can customize a Now Assist for IT Service Management (ITSM) skill so that agents can use the generative AI skills in Service Operations Workspace for ITSM and in Core UI.
    • Customize the incident summarization skill -- If you have the admin role, you can customize a Now Assist for IT Service Management (ITSM) skill so that agents can use the generative AI skills in Service Operations Workspace for ITSM and in Core UI. Use the Now Assist Skill Kit (NASK) to customize your prompts.
    • Customize the change summarization skill -- Enhance the efficiency of the change request summarization skill by customizing it with different inputs and prompts using the skill configuration guided setup.
    • Customize the change risk explanation skill -- Enhance the efficiency to explain the risk of a change request by customizing it with different inputs and prompts using the skill configuration guided setup.
    • Customize the change risk assessment answer generator skill -- Configure the data that the answer generator skill reads to suggest answers for change risk assessment questions.
    • Customize Request Management skills -- If you have the admin role, you can customize a Now Assist for IT Service Management (ITSM) skill so that agents can use the generative AI skills in Service Operations Workspace for ITSM and in Core UI.
    • Use agentic AI in IT Service Management -- Use the IT Service Management AI agents within an agentic workflow to complete tasks autonomously.
    • Important considerations -- Use the IT Service Management AI agents within an agentic workflow to complete tasks autonomously.
    • ITSM -- Use the IT Service Management AI agents within an agentic workflow to complete tasks autonomously.
      • Triage and categorize ITSM incidents -- Use the Triage and categorize ITSM incidents AI agent team to assign incident categories and subcategories. Then, assign the service, service offering, and the configuration items (CI), and also link major incidents, and known problems autonomously.
      • Investigate and resolve ITSM incidents -- Use the Investigate and resolve ITSM incidents AI agent team to get recommendations to resolve an incident based on the incident number. Check for related catalog items, Knowledge articles, and similar resolved incidents to generate resolution steps for the incident.
      • Manage Microsoft 365 group members -- Use the Microsoft 365 group membership AI agent to manage users in the Microsoft 365 email distribution list.
      • Generate post incident reviews -- Use the Post-incident review AI agent to generate a review report after a major incident is resolved. You can review and revise this report if necessary.
      • Generate change request plans -- Use the Change request planning AI agent team to monitor similar change requests autonomously and generate the necessary plans. This approach may help reduce the time required for scheduling changes and managing change-related risks.
      • Notify users with Twilio -- Use the Twilio SMS text AI agent to help streamline communication processes and enhance workflow efficiency.
      • Incident assist -- Use the Incident assist agentic workflow to get answers to questions about an incident, including caller assets, recent incidents, similar resolved incidents, and on-call experts.
    • Voice -- Use the Voice AI agents to create and manage tickets for any IT service-related issues such as troubleshooting WiFi connections with voice calls.
    • Virtual Agent -- Use AI agents in Virtual Agent to autonomously resolve tasks.
    • Change Management -- Use the ITSM change management agentic workflows to manage and complete tasks autonomously in the Change Management application.
      • Assess conflicts for a change request -- Use the assess conflicts for a change request agentic workflow to run conflict detection for change requests and assess conflicts, and identify affected configuration items (CIs) and impacted services.
      • Assess quality of a change request -- Use the assess quality of a change request agentic workflow to assess the quality of a change request and generate suggestions to improve the information in the fields. The workflow uses an active change policy document if one applies, or falls back to similar closed change requests.
      • Explain SLA -- Use the explain SLA agentic workflow to analyze a Service Level Agreement (SLA) and gain insight into the SLA assignment, task ownership, and pause and resume events in the SLA duration for a task, such as an incident, problem, case, or change request.
      • Schedule a change agentic workflow -- Use the schedule a change agentic workflow to schedule change requests by identifying the available schedule slots.
      • Suggest configuration items for a change request -- Use the suggest configuration items for a change request agentic workflow to make the process of selecting configuration items during change creation conversational, intuitive, and efficient for users.
      • Create outages for a change request -- Use the create outages for a change request agentic workflow so users can associate outages with a change request easily in a conversational and intuitive way.
      • Create standard change request -- Use the create standard change request agentic workflow to help users create a standard, normal, or emergency change request in a conversational and intuitive way.
      • Create standard change template proposal -- Use the create standard change template proposal agentic workflow to help users quickly create a change template proposal record based on similar change requests.
    • Incident Management -- Use the ITSM Incident Management agentic workflows to manage, resolve and close incidents and incident tasks autonomously.
      • Wrap-up and resolve incidents -- Use the Wrap-up and resolve incident agentic workflow to generate resolution notes and select resolution code to resolve an incident. Attach the Knowledge Base (KB) article or create a draft Knowledge article. Attach a Known Error (KE) article to the incident record when the resolution code is selected as Known Error. Update duplicate incident information when the resolution code is Duplicate.
    • DEX -- Use the Digital End-User Experience (DEX) agentic workflow to diagnose and resolve issues on DEX monitored devices.
    • Use generative AI skills -- If you have the itil role, you can summarize the chat interactions with a requester, summarize an incident, and generate resolution notes by using the Now Assist for IT Service Management (ITSM) application. You can also understand the chat and incident context and propose resolutions more quickly to the requester.
    • Summarize a chat conversation -- Summarize the Virtual Agent chat conversation between a live agent and a requester in Service Operations Workspace for ITSM. You can generate the summary by using the chat summarization skill in Now Assist for IT Service Management (ITSM).
    • Summarize a Sidebar discussion -- Generate a summary of Sidebar discussions between agents, requesters, and subject matter experts by using the Sidebar discussion summarization skill in the Now Assist for IT Service Management (ITSM) application.
    • Summarize an incident -- Quickly understand the incident context and respond to a requester’s inquiries by using the incident summarization skill in the Now Assist for IT Service Management (ITSM) application.
      • Summarize an incident on reassignment -- Provide information about the incident when assigning it to another agent or assignment group by summarizing all actions until hand off. For example, an agent can summarize an incident when reassigning it to another agent if the incident is incorrectly assigned or needs troubleshooting by another agent or assignment group.
    • Summarize a change request -- Quickly capture the important details of a change request, including the current status, by using the change request summarization skill in the Now Assist for IT Service Management (ITSM) application.
    • Explain a change request risk -- Quickly generate the explanation of the calculated risk rating for a change request by using the change request risk explanation skill in the Now Assist for IT Service Management (ITSM) application.
    • Generate change risk assessment answers -- Use Now Assist for IT Service Management (ITSM) to automatically generate answers and reasoning for change risk assessment questions directly from a change request in Core UI or Service Operations Workspace for ITSM.
    • Generate the resolution notes -- Automatically generate the resolution notes for an incident on demand using the Now Assist context menu. You can improve the quality of the resolution notes by providing a summary of the root cause and the steps taken to resolve the issue. Generating resolution notes lets you provide information about the incident resolution to other agents who might encounter similar issues.
    • Generate a knowledge article -- As an agent or knowledge writer, quickly generate knowledge articles from resolved and closed incidents within the Service Operations Workspace for ITSM application and classic environment by using the Now Assist application.
    • Generate a chat reply recommendation -- Generate a reply based on the context of the chat conversation using the Now Assist icon. Chat reply recommendations provide agents with quick replies to common questions.
    • Generate an email response -- Generate an email as a recommendation based on the context of the incident using the Now Assist icon. Email responses can help agents save time and learn efficient ways to respond to requesters.
    • Generate a Major Incident email recommendation -- Create a draft version of an email to communicate with stakeholders on a major incident using an email template. You can complete field values in the template using an AI-generated response. Use different GenAI variables in the template types for efficient communication with the requesters.
    • Ask questions on an incident -- Quickly obtain common incident related information conversationally within the incident record by asking questions in the Now Assist panel.
    • Request generative AI capabilities -- Use the Now Assist panel to request the contextual generative AI capabilities in IT Service Management (ITSM) such as a chat summary, incident summary, or incident resolution notes in a conversational manner. You can also add comments and work notes. These capabilities provide you with a quick resolution to issues.
    • Deflect an incident with self-service -- Designed to reduce the number of incidents to be resolved by deflecting issues with self-service.
    • In-form deflection -- In-form deflection enables users to resolve issues directly within the create incident form. When users describe an issue, Now Assist for IT Service Management (ITSM) searches the knowledge base and returns solutions based on the user's hardware, location, and the tone of their description.
    • Analyze sentiments -- Make informed decisions on incidents based on requester's sentiment and the reasoning behind it in the Now Assist for IT Service Management (ITSM) application.
    • Generate suggested steps -- Generate suggested steps automatically by analyzing clusters of closed incidents with similar incident resolution in the Now Assist for IT Service Management (ITSM) application.
    • Generate release notes for a release -- Generate structured release notes for a release using AI-driven summarization, reducing manual effort and improving clarity for stakeholders. The release notes are generated from the release scope.
    • Generate a response to Request Management records -- Automatically generate a response in request-related record activity streams using the activity response generation skills for requests and requested items. Add responses to work notes or comments to enhance the quality of your interactions with the user.
    • Summarize Request Management records -- Summarize all information related to the context of requests to get a consolidated real-time status by using the Request Management summarization skills in the Now Assist for IT Service Management (ITSM) application.
    • Investigate Zoom call issues -- Investigate Zoom call performance with Now Assist to identify root cause of issues, review supporting evidence, and get the resolutions such as remedial actions, self-help instructions, and relevant knowledge articles to resolve the Zoom call issues.
    • Investigate boot time issues -- Identify the root cause of boot time issues and get resolutions such as remedial actions, self-help instructions, and relevant knowledge articles to resolve the boot time issues.
    • Insights and Opportunities for Incident dashboard -- The Insights and Opportunities for Incident dashboard in Service Operations Workspace gives service desk managers and incident managers a unified view of incident trends, SLA compliance, sentiment, and operational patterns to support data-driven decisions.
    • Access the dashboard -- Monitor incident trends, SLA compliance, sentiment, and operational patterns using the Insights and Opportunities for Incident dashboard in Service Operations Workspace.
    • Reference -- Reference information for the widgets on the Insights and Opportunities for Incident dashboard, including descriptions of each indicator and the data it presents.
    • Use ITSM Virtual Agent analytics dashboard -- Use the ITSM Virtual Agent analytics dashboard to track chat volume and engagement patterns, identify trending topics by volume, drill into detailed topic performance, and measure customer satisfaction using AI transcripts and user feedback.
    • Track metrics -- Track and analyze ITSM Virtual Agent analytics and get insights into them.
      • Chat -- Track closed chats, user engagement patterns, and abandonment rates to measure demand and identify opportunities to improve ITSM Virtual Agent effectiveness.
      • Topics -- Analyze the pattern of interactions when users ask questions using the ITSM Virtual Agent. Use the Topics analytics to identify trending topics, view detailed topic information, and understand user interaction patterns across your organization.
      • Customer satisfaction -- Track customer satisfaction through AI interaction transcript analysis and user feedback to gauge experience quality.
      • Resources -- Track knowledge base articles and catalog items referenced in the ITSM Virtual Agent interactions to identify which resources support successful incident deflections instead of being transferred to a live agent for resolution.
    • Reference -- Reference information for scheduled jobs that collect ITSM Virtual Agent analytics data and scripts that configure topic clustering.
  • On-Call Scheduling -- The On-Call Scheduling application identifies the assigned and available member of a support group, for example, when assigning an incident.
  • Problem Management -- The ServiceNow Problem Management application helps you identify the cause of errors in the IT infrastructure that are reported as occurrences of related incidents.
    • Exploring Problem Management -- Problem Management supports the ITIL process used to find and fix the root cause of issues that result in incidents. You can record problems, associate incidents, and assign them to the appropriate groups. You can document and communicate known errors and initiate actions to resolve the situation.
    • Problem Management process -- Within the platform, problems are handled using the task record system. Each problem is generated as a task record through various means, and is populated with the pertinent information. These tasks are assigned to Problem Management team members to resolve and then close.
      • Life cycle of a problem -- Problem Management is responsible for managing the life cycle of underlying problems. State transition of a problem guides you through the stages of a problem life cycle, from creation to closure.
      • Life cycle of a problem task -- A problem task is the smallest unit of work that you should perform to complete a problem. State transition of a problem task guides you through the stages of a problem task life cycle, from creation to closure.
    • Problem Management models -- You can use Problem Management models to tailor processes for specific use cases.
    • Configuring Problem Management -- Create or redesign problem form layouts to align them with the business process workflow of your organization. Categorize problems for monitoring and reporting. Use data lookup and assignment rules to automatically assign a task to a user or group based on predefined conditions.
    • Migration Utility -- The Problem Management Migration Utility, available in the ServiceNow Store, is a guided setup application that helps you upgrade to adopt the base version of Problem Management using the guided problem life cycle.
      • Introducing activities for migration -- The Introduction activity helps you to understand the purpose of the migration utility.
      • Preparing for migration -- You can prepare your instance for migration before you start the migration activity.
      • Migration job -- Get your instance ready for the Problem Management Best Practice — Madrid — State Model plugin (com.snc.best_practice.problem.madrid.state_model) and so you can update your existing records with the new states.
      • Resolve blocking modifications -- Blocking modifications that are detected in your instance are not compatible with the problem state model and you must resolve them before you activate the Problem Management Best Practice — Madrid — State Model plugin.
      • Review warning modifications -- Warning modifications do not block the Problem Management Best Practice — Madrid — State Model plugin from being activated.
      • Map problem states -- Define how problem records are updated when you migrate the records.
      • Map problem task states -- Define how problem task records are updated when you migrate the records.
      • Activate Problem Management Best Practice — Madrid — State Model -- You can activate the Problem Management Best Practice — Madrid — State Model plugin (com.snc.best_practice.problem.madrid.state_model) on your instance using the Problem Management Migration Utility store app.
      • Prepare base plugins -- Prepare to restore the base functionality that is required for the problem state model you have modified.
      • Restore base plugins -- Repair the plugins in the specified order to restore the base functionality that is required for the problem state model.
      • Resolve blocking and warning modifications -- Resolve any blocking modifications and resolve or verify any warning modifications that are detected on your instance.
      • Migrate active records -- Migrate active records to apply the new mappings to your active problem and problem task records.
      • Migrate inactive records -- Migrate inactive records to apply the new mappings to all the remaining problem and problem task records.
      • Migrated -- You have successfully activated the Problem Management Best Practice - Madrid - State Model plugin and updated your problem and problem task records to the new best practice states.
      • Modifications -- A modification is any alteration such as addition, deletion, or update that you carry out on Problem Management. If you have made significant modifications, you will need to review and resolve some possible blocking modifications.
      • Activities to clean up after migration -- After you complete your main migration, you must do some manual clean-up to make your instance similar to the base version of problem management.
      • Update dashboard overview -- When you activate the problem state model, you need to update the overview dashboard to use the new states.
    • Problem Management plugins -- Many of the Problem Management plugins are activated in the base system. Others, you can activate when you are ready to use them. Some plugins include demo data.
    • Configure the problem form -- Configure the problem form layout to conform to the workflow and the process of your organization. Add, remove, and customize fields and related lists, create problem categories, and modify links as needed.
      • Configure the problem form layout -- Configure the problem form so the information it collects is relevant to your organization's processes. You can easily modify the form to show only the fields, related lists, and other elements that you need.
      • Add a field in the assess mandatory field dialog -- Add the mandatory fields necessary to move a problem or a problem task record from the New state to the Assess state in the assess dialog form. If you miss filling any of the fields, you can always fill those in the assess dialog form.
      • Redesign the problem form -- The form designer allows you to customize elements in the problem form to create different form views, display a field navigator, or provide field properties.
      • Configure problem categories -- Configure problem categories to provide a refined way of monitoring and reporting problems. Add to or remove category and subcategory choices from the list of problem categories or subcategories.
    • Define an assignment rule for problems -- After a problem is logged, it must be assigned to the appropriate group or individual to handle the problem. You can define assignment rules to automate the assignment process.
    • Categorize a problem as a major problem -- You can prioritize a problem and highlight that it needs a review.
    • Enable Problem Management models -- Enable the Problem Management models system property so that you can create and use custom models.
    • Create a problem model -- Create custom Problem Management models with states and transitions tailored to your use cases.
    • Create a problem task model -- Create custom Problem Management models with states and transitions tailored to your use cases.
    • Applying CSDM guidelines to Problem Management -- Problem Management helps identify the cause of an error in the IT infrastructure, reported as occurrences of related incidents. The goal of this product view is to help you to understand how Problem Management key entities work with the core CSDM framework.
    • Managing Problems -- Understand how Problem and Problem task is created, assessed, investigated, and fixed in a Problem or Problem task states.
    • Create a problem -- A problem is a cause of one or more incidents. Create a problem to identify the root cause of the incidents and try to prevent them from happening again.
      • Create a problem (legacy) -- A problem is a cause of one or more incidents. Create a problem to identify the root cause of the incidents and try to prevent them from happening again.
    • Assess a problem -- Assess a problem to determine whether the problem requires a thorough investigation.
    • Add multiple incidents to a problem -- Add multiple incidents to a problem to avoid creating multiple problems for incidents that have the same issue.
    • Associate CIs with Problem -- Associate multiple affected or impacted configuration items (CIs) to a problem to find out all the CIs that are affected by the same problem.
    • Investigate root cause of a problem -- Identify the root cause of the problem to analyze, track, and resolve recurring incidents permanently.
    • Resolve and complete a problem -- Resolve the issue and add detailed note of the resolution for future reference.
    • Create change request from a problem -- After you investigate and perform a root cause analysis of the Problem, you can understand whether the Problem can be resolved or you should find a temporary workaround for the Problem. If the Problem can be resolved, implement the fix, or the resolution for the Problem.
    • Add multiple change requests to a problem -- Add multiple change requests to a problem to capture all the requests that you need to implement to fix the problem.
    • Create a problem task -- Problem tasks are how the problem coordinator asks subject matter experts for help with identifying the root cause and proposed fix for a problem. Divide the problem into multiple problem tasks to help with the investigation. You can assign the problem tasks to different assignment groups or users.
    • Assess a problem task -- Assess a problem task to determine the feasibility of working on the task.
    • Complete a problem task -- Resolve and complete the problem task.
    • Resolve related incidents from a problem -- After you consider a problem to be resolved, the incidents related to the problem with the state On Hold may be resolved using a UI action from the Problem form.
    • Communicating the outcome of a problem -- Document the cause and resolution of a problem to resolve incoming incidents quickly and avoid further problems to be raised on the same issue.
    • Communicate workaround for Problem -- Document and communicate workaround to let others know that you are aware of the issue. The workaround is a temporary way to restore service failures and lessen the impact of a Problem for which an actual resolution is not yet available.
      • Communicate workaround (legacy) -- Document and communicate workaround to let others know that you are aware of the issue. The workaround is a temporary way to restore service failures and lessen the impact of a Problem for which an actual resolution is not yet available.
    • Communicate a fix -- After you have completed root cause analysis of a problem and have come up with a resolution or fix for that problem, submit change requests to get the problem fixed. Documenting and communicating fix helps user to know the solution to a problem.
    • Knowledge articles from problems -- Knowledge bases house the information an organization wants to keep and share. The Problem form includes four options for creating knowledge and communicating information.
      • Use the knowledge check box -- As with incidents, problems often generate information that may be needed in the future. The system can automatically submit a knowledge article when a problem is closed.
    • Create a known error article -- Create known error articles as reference material. The known error articles document the root cause and the workaround of the problem to help with deflecting incidents.
    • Post knowledge -- You can create a knowledge article from the problem immediately, and not wait for when the problem is closed.
    • Legacy: Problem Management Platform Analytics Solutions -- Platform Analytics Solutions and in-form analytics contain preconfigured dashboards. These dashboards contain actionable data visualizations that help you improve your business processes and practices.
    • Legacy: Problem Overview dashboard -- This dashboard shows the current state of open problems.
    • Legacy: Problem Management dashboard -- Use this dashboard to gain a high-level view across the problem management process, from opening to closing.
    • Legacy: Problem Premium dashboard -- This dashboard uses advanced features such as interactive filters and workbench widgets to provide a broad view of problem reports, both current and over time.
    • Legacy: Problem daily 7d - 28d dashboard -- Track the progress made by different assignment groups in resolving problems in the daily, weekly, and monthly time frames.
    • Legacy: Open Problem Age Monitor dashboard -- Use this dashboard to track the progress of open problems across different age buckets. You can break down the problems by priority or assignment group.
    • Reference section for Problem Management -- Reference topics provides field descriptions of various forms.
    • Problem form -- Description of the field values for the problem form.
    • Problem Task form -- Description of the field values for the problem task form.
    • Problem model form -- Description of the field values for the problem task model form.
    • Problem task model form -- Description of the field values for the problem task model form.
    • Problem Management model state transition condition form -- Description of the field values for the model state transition condition form.
    • Legacy Problem form -- Description of the field values for the legacy problem form.
    • Known error article form -- Description of the field values for the legacy problem form.
    • Data lookup for prioritizing problems -- To follow ITIL guidelines, problem records are prioritized by the impact and urgency of the problem.
    • Problem management properties -- Problem Management properties are used to control features such as creating problem task on a closed problem and reanalyzing a closed or a canceled problem.
    • Quick start tests for Problem Management -- Validate that Problem Management still works after you make any configuration change such as apply an upgrade or develop an application. Copy and customize these quick start tests to pass when using your instance-specific data.
    • Domain separation and Problem Management -- Domain separation is supported in Problem Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
    • Data for problem resolution -- The quick resolution of problems requires gathering as much information as possible about the problem.
    • Synchronization between incident and problem records -- Change in a Problem record impacts related Incident records. Notification is sent to the user for each such update.
    • Working with contextual search -- Contextual search display results on forms and record producers based on the text that you provide in a field.
  • Release Management -- The ServiceNow Release Management v2 application encompasses the planning, design, build, configuration, and testing of hardware and software releases to create a defined set of release components.
    • Activate Release Management -- Activate the Release Management plugin (com.snc.release_management_v2) with the admin role.
    • Components installed with Release Management -- Several types of components are installed with activation of the Release Management v2 plugin, including tables and user roles.
    • Business stakeholder role for Release Management -- Use the business stakeholder role to read and retrieve data from any table of the Release Management application to generate reports.
    • Domain separation in Release Management -- This is an overview of domain separation and Release Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
    • Release Management concepts -- The Release Management application encompasses the planning, design, build, configuration, and testing of hardware and software releases to create a defined set of release components.
    • Default state categories for Release and Release task tables -- Understand how the different states of the Release [rm_release] and Release Task [rm_task] tables are configured by default. Use this information to customize the states according to your organizational release processes.
    • Using Release Management v2 -- The Release Management v2 plugin (com.snc.release_management_v2) provides release tables which store information about the planned release and tasks that are required to execute the release.
    • Product hierarchy in Release Management -- A release can be an enterprise release, in which it is associated to all products or services or to more than one product. In either case, defining a product is not required.
    • Define a product in Release Management -- Define a product in the Release Management application to facilitate managing a release process.
    • Define a release in Release Management -- During the release planning process, release managers define the type of the release (major, minor, and so on.), schedule of the release (planned start and end dates), required phase, phase tasks, and the scope.
    • Define a release phase in Release Management -- Define a release phase to represent the different stages of work required to complete your release.
    • Define scope of a release in Release Management -- Add projects, epics, stories, enhancements, and defects to define the scope of a release.
    • Software control distribution -- The application enables the Release Management team to control the distribution of software by creating a Definitive Media Library (DML) stored in the CMDB.
  • Request Management -- Request Management allows employees to submit requests for services, products, or information through a self-service portal. It streamlines fulfillment workflows, reduces manual effort, and improves visibility into request status for both users and agents.
    • Explore -- Request Management allows catalog items to be requested and fulfilled based on defined flows.
    • Request Management architecture -- Request Management defines the data model and processing flow for catalog item requests, from cart creation through record fulfillment.
    • Configure -- Configure Request Management to enable the agents to efficiently manage multiple incidents, catalog requests, and catalog tasks.
    • Request Management integration with Universal Request -- Integration of Request Management with the Universal Request application extends the capabilities of Universal Request and enables your employees and agents to create a universal request by submitting a request from a catalog item or record producer. This integration provides a consistent ticketing experience and facilitate inter-department request transfers.
      • Create a request from Universal Request -- As a routing agent, create a request from a universal request and then assign it to the appropriate assignment group. The request manager handles the requested items and takes further actions to fulfill the request.
      • Requested item state mapping -- Map your requested items states to the universal request (UR) states to provide a better user experience during the requested item state transition and to track the progress of the request.
      • Transfer a request to another department -- Transfer a request to another department with or without resolution to fulfill the request.
    • Using Request Management -- Request Management allows catalog items to be requested and fulfilled based on defined flows.
    • Create a catalog request in Agent Workspace -- You can create a catalog request in Agent Workspace to join the Service Catalog flow from a different flow. For example, from an incident flow, you can create a request, and associate the request with the incident. It helps you in tracking the requests associated with an incident and vice versa.
    • Reference -- Reference topics for Request Management.
    • Domain separation in Request Management -- This is an overview of domain separation in Request Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
    • Request ITSM Roles - Request Management -- Request the ITSM Roles plugin (com.snc.itsm.roles) to activate the ITSM Roles — Request Management plugin (com.snc.itsm.roles.request_management) to gain more control over the access that different service desk agents, technicians, and managers have within your Request Management process.
    • Activate Business Stakeholder -- Activate the Business Stakeholder plugin (com.snc.business_stakeholder) if you have an admin role. This plugin installs the Business Stakeholder role. Users with this role can view and approve records at all ITSM product levels.
  • Script includes and customization -- Many Script Includes are provided by default with the ITSM products. You can call existing script includes from a script or create your own script includes.
  • Service Builder -- Create and edit services and service offerings using the ServiceNow Service Builder application. Service Builder is an interactive, guided experience as you create and edit services and service offering details. Even though Service Builder is a feature of Service Portfolio Management, its plugin is part of the Digital Portfolio Management list of products in the ServiceNow Store.
    • Install -- You can install the Service Builder application (sn_service_builder) using the admin role. The application installs related plugins that aren’t already installed. It also installs the Service Builder components plugin to enable UI components for the product.
    • Roles installed with Service Builder -- Roles are added to Service Builder with the activation of ServiceNow Service Portfolio Management.
    • Service Builder approval flow -- As you create and edit services and service offerings in Service Builder, various states get assigned and change on the services' way to being published (approved). Administrators enable the standard approval flow and can even customize it using the subflow option in Workflow Studio.
    • Create a service -- Create a service in Service Builder to model, map, and document your own business and technology management services and offerings that relate to your data in Service Portfolio Management.
    • Create a service offering -- Create a service offering to define and view the products or applications that make up your service in Service Builder.
  • Service Level Management -- The ServiceNow Service Level Management (SLM) application helps to gather service requirements as well as monitor and report with regards to agreed service levels (SLAs).
  • Service Operations Workspace for ITSM -- ServiceNow Service Operations Workspace is a configurable workspace that provides a unified experience for multiple IT Service Management and IT Operations Management workflows. Configure your agent experience using the easy-to-navigate interface of Service Operations Workspace for ITSM.
  • Service Portfolio Management -- ServiceNow Service Portfolio Management enables you to improve your IT business operations and meet customer demands by documenting and managing your IT services using a standardized, structured format.
    • Explore -- The Service Portfolio Management application enables you to document and manage your services, service offerings, and portfolios using a standardized, structured format.
    • Use Service Portfolio Management services -- Configure IT services within your portfolios to add the most value to your organization. The IT services defined in your portfolios may, or may not be, aligned to an application. IT services defined in your portfolios may, or may not be, represented in a request catalog.
    • Service Portfolio Management portfolios -- A service portfolio presents an overall top-level view of your currently available services, possible future services, and services that existed in the past. Evaluate the impact that services have on your business and manage them in a single portfolio or multiple portfolios with unique taxonomy structures, owners, and market scope.
    • Configure -- Configuring topics provide information about how to set up and configure the Service Portfolio Management application.
    • Activate Service Portfolio Management -- The Service Portfolio Management Core plugin (com.snc.service_portfolio_core) is available by default for ITSM licensed customers. You can activate additional available related plugins for enhanced features and functionality.
    • Service Portfolio Management activation administration -- Service Portfolio Management includes several plugins to enable the organization, documentation, and management of service portfolios within your IT business department.
    • Applying the CSDM guidelines to Service Portfolio Management -- Service data relates to each other using different applications in different ways. Service Portfolio Management references the Common Service Data Model (CSDM) framework to bring service-related data together in a single view.
    • Set up services and commitments in Service Portfolio Management -- Set up services and commitments in Service Portfolio Management to define services and track their performance against availability commitments. You can relay the performance information in real-time to your stakeholders.
    • Quick start tests for Service Portfolio Management Premium -- Validate that Service Portfolio Management Premium still works after you make any configuration change such as apply an upgrade or develop an application. Copy and customize these quick start tests to pass when using your instance-specific data.
    • Installed with Service Portfolio Management Premium -- Service Portfolio Management Premium installs the following components.
    • Install the Service Portfolio Management Sample Content Pack -- Install the Service Portfolio Management Taxonomy Content Pack plugin (com.snc.spm.content) to access a sample portfolio structure and service taxonomy. This sample data accelerates your ability to create and manage a service portfolio.
    • Use -- Service Portfolio Management enables you to create services and service offerings, and assign them to service portfolios. You can also view service-related data including service availability results.
    • Create a portfolio -- You can create a single service portfolio or multiple service portfolios, each with its own taxonomy structure. The service portfolio enables you to see an overall view of your current IT services. You can also see services that may be available in the future and services that existed in the past.
      • Service Portfolio Management taxonomy -- Service Portfolio Management uses a taxonomy framework to organize and manage services in a portfolio.
      • Create taxonomy layer definitions -- Create an unlimited number of taxonomy layers to organize, label, and manage your service portfolio. Taxonomy layers represent the highest containment levels of your service portfolio. Each level supports branches, or nodes, that contain child nodes or services in a hierarchical top-to-bottom structure.
      • Create taxonomy nodes -- Create an unlimited number of nodes, or branches, and add them to your service portfolio taxonomy layers. By configuring taxonomy nodes, you can successfully achieve a highly detailed and organized service portfolio containing multiple elemental layers—from general to specific.
    • Create a service -- Create services that benefit and add value to your internal organization and external customers and users.
    • Apply scope to a service -- Define the limits of a service with scope details to grant or deny specific service views. Out of Scope items define what a service cannot provide and In Scope items define what a service provides. For example, nightly backups may be In Scope for the Desktop Support service, but Out of Scope for the Disaster Recovery service.
    • Service Portfolio Management Premium notifications -- Notifications are added with Service Portfolio Management Premium to manage your service offering to catalog item relationships.
    • Edit and manage service portfolios -- Manage the CSDM life cycle fields of your portfolio taxonomy nodes in the Service Portfolio Management application. You can move taxonomy nodes easily from one portfolio to another to confirm that your portfolios are synchronized. You can also decide to show or hide the life cycle fields in the complimentary Digital Portfolio Management (DPM) Workspace.
    • Service offerings in Service Portfolio Management -- A service offering derives from a service, refining the parent service to a specific business need and performance level.
      • View a service offering -- View service offerings in Service Portfolio Management to find offerings that add value to your organization and external users. You can also view service offerings in the Service Builder application.
      • Create a service offering -- Create service offerings to define services, document them, track performance against defined availability commitments, and relay the performance information in real time to your end users.
      • Add a commitment to a service offering -- Service commitments are specific services that define the unique availability guarantees, scope, and pricing for a service offering.
      • Assign multiple teams to support a service offering -- You can assign multiple teams to support a single service offering when several teams are responsible for that offering.
      • Subscribe users to a service offering in Service Portfolio Management -- Subscribe users to a service offering so they can order it from the catalog. You can also subscribe offerings for companies, locations, groups, and departments.
      • Create catalog items for service offering subscribers -- As a service owner or service offering subscriber, you can create one or more catalog items for your service regardless of the offering phase or status. You can also relate an existing catalog item to a service offering.
      • Reporting for services and service offerings -- See what's impacting your services and service offerings and report on them by using related list information in Service Portfolio Management.
      • Service Portfolio Management service offering price -- Service offerings inherit the pricing structure of the associated parent service. If the price model for each service offering in Service Portfolio Management is defined in the parent service as per unit, then each service offering must also have an associated price unit. The actual price for that unit is established in the service offering record.
    • Log outages -- Log outages to adjust your business or technical service commitment availability.
    • View availability results -- View availability calculations for commitments on service offerings and application services. After the commitments are set up in Service Portfolio Management, you can view the results by an automated report that you set up.
    • Set the time zone for availability results -- By default, the time zone to calculate availability for services and commitments is set to the global (system) time zone. You can change the global time zone or you can set the time zone for service commitments. With either option, you can recalculate the availability results based on the time zone that you set.
    • Convert services in bulk -- Convert multiple services from the Configuration Management Database (CMDB) service table to one of the dedicated child tables. You can convert to a business service or to a technical service.
    • View Service Level Agreement (SLA) results -- Service Portfolio Management leverages the Service Level Management application and includes a module to manage your Service Level Agreement (SLA) definitions and results.
    • Reference -- The following reference topics provide additional information about the roles, lists, and forms to configure and administer Service Portfolio Management.
    • Installed with Service Portfolio Management -- Service Portfolio Management Core is active by default for users with ITSM licenses. Service Portfolio Management Foundation is administrator activated and enables you to document portfolios, taxonomies, services, and service offerings using a standardized, structured format.
    • Domain separation and Service Portfolio Management -- Domain separation is supported in Service Portfolio Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
  • Task Intelligence for ITSM -- ServiceNow Task Intelligence for ITSM uses machine learning to set up, deploy, and track solution-based models to achieve important business outcomes.
    • Explore -- With Task Intelligence for ITSM, you can set up and deploy machine learning models to predict field-level recommendations and identify similar records for incidents, which will appear as actionable recommendations in the side panel.
    • Admin Console -- Admin Console for Task Intelligence for ITSM provides you with an interface to create, train, access, set preferences, deploy, and monitor predictive models used for incident predictions and similar patterns recognition.
    • Configure -- Configure Task Intelligence for ITSM so agents can use the application to get the field level predictions and similar records on incidents as actionable recommendations in Service Operations Workspace.
    • Install -- You can install the Task Intelligence for ITSM application (com.snc.itsm_ml_task) if you have the admin role. The application installs related ServiceNow Store applications and plugins if they aren't already installed.
    • Manage -- Use the machine learning capabilities of Task Intelligence for ITSM to predict field level recommendations and similar records on the incidents which appear as actionable recommendations in the side panel.
    • Create an incident prediction model -- Create and deploy solution-based incident categorization prediction models to predict incidents fields for new IT service incidents.
      • Set up -- Use Task Intelligence for ITSM to set up your incident prediction model and train it with your data to make predictions. Access your model's performance results, set the prediction preferences and behavior, and deploy your model.
      • Train -- Use Task Intelligence for ITSM to set up your incident prediction model and train it with your data to make predictions. Access your model's performance results, set the prediction preferences and behavior, and deploy your model.
      • Assess -- Use Task Intelligence for ITSM to set up your incident prediction model and train it with your data to make predictions. Access your model's performance results, set the prediction preferences and behavior, and deploy your model.
      • Deploy -- Use Task Intelligence for ITSM to set up your incident prediction model and train it with your data to make predictions. Access your model's performance results, set the prediction preferences and behavior, and deploy your model.
    • Create a similar records prediction model -- Set up a training model to help it recognize similarities between two types of tables by comparing their fields.
      • Set up -- Use Task Intelligence for ITSM to set up similar records prediction model, define the purpose of the model, and train it with your data to make predictions. Access your model's performance results, set the prediction preferences and behavior, and deploy your model. 
      • Define the purpose -- Specify the purpose of the similar records model. You can select the prediction table for which predictions will be generated. Then, select the training table (Incidents, Problems, or Change Requests) which will appear as predictions based on similarities between their selected fields.
      • Train -- Train your similar record models with training data to predict the similar records by recognizing similarities between fields of Incident table and training tables.
      • Assess -- Assess the results from the model training and view sample results to see the similar records predicted for incidents. Reviewing the results gives you a preview of how your model will perform after being deployed. Based on the sample results, select the prediction preference.
      • Deploy -- Deploy the Similar incidents model to predict the similar records for the incidents. 
    • Edit an incident prediction model -- Edit either the Similar Incidents or Incident Categorization model that has already been trained and deployed. Change the model configurations, view the updated training results, and redeploy the model.
    • Export an incident prediction model -- Export either the Similar Incidents or Incident Categorization model model in Task Intelligence for ITSM to another instance so you can use the model in the other instance without recreating the model from scratch.
    • Monitoring and Analytics -- You can view the impacts of your trained incident prediction models. Monitor model performance overtime, track business value, and view what predictions your agents did and didn't use.
    • Reference -- Reference topics provide additional information about components installed with Task Intelligence for ITSM.
    • Components installed -- Several types of components are installed with the activation of the Task Intelligence for ITSM application plugin (com.snc.itsm_ml_task), including tables, user roles, and ServiceNow store applications.
  • Task Outage -- CI unavailability, or outage, is the actual down time of a CI. Whenever there is an outage for any of the CI items, the outage information is stored in the Outage [cmdb_ci_outage] table. The Task-Outage table [task_outage] maintains the mapping between the Task [task] table and the Outage [cmdb_ci_outage] table.
  • Walk-up Experience -- Walk-up Experience aims to enhance the user experience by providing in-person as well as remote assistance to the users for their IT-related issues.
    • Explore -- Use the Walk-up Experience application to create and manage an on-site support channel where your users can get their requests and issues resolved and fulfilled in real-time, either in person or remotely by experienced agents.
    • Key features -- Walk-up Experience enhances user satisfaction and productivity by providing immediate and personalized support for IT-related needs.
    • Devices required -- The functionality of the Walk-up Experience application relies on different kinds of devices. Users can check into an online walk-up queue using a desktop or laptop computer, tablet, or mobile phone.
    • Configure -- Customize your Walk-up Experience portal and configure appointments, notifications, walk-up venue locations, associated stockrooms, customer satisfaction surveys, and hours of operation to meet your required needs.
    • Administration -- Walk-up Experience users with the sn_walkup.walkup_admin role and administrators can activate and configure the application to meet specific requirements.
      • Activate -- You can activate the Walk-up Experience plugin (com.snc.walkup) if you have the admin role. This plugin includes demo data.
    • Portal security and access -- Security is built into the application to prevent end-user facing devices at the Walk-up Experience on-site portal from offering elevated role privileges to users. The Walk-up Experience on-site portal is accessed by an account containing only the sn_walkup.walkup_login role.
    • Configure the portal -- Create engaging walk-up center service portals featuring your logo, portal theme, desired catalog, links to a knowledge base and social community, and more.
    • Configure the service channel -- Configure the Walk-up Experience service channel to meet the needs of your walk-up agents and how they are assigned to and manage interactions in Agent Workspace.
    • Create or modify schedules -- Once you know the hours of operation for your Walk-up Experience location, you can either access the base-system default schedules or create new schedules to associate with your walk-up location.
    • Book Walk-up Experience appointments -- With the Walk-up Experience appointment booking feature, walk-up users can view available appointment windows, make a selection, and book an appointment for a walk-up location using online Walk-up Check-in feature. Walk-up agents can also book appointments on behalf of customers.
    • Create or modify a Walk-up Experience stockroom -- Create stockrooms and assign assets and groups specifically for your walk-up location. Walk-up stockrooms contain common assets that visitors to the walk-up location will typically request, such as a computer mouse, monitors, and cables. The walk-up location stockroom should be easily accessible to your walk-up location for fast request fulfillment.
    • Create or modify Walk-up Experience locations -- Create or customize the predefined Walk-up Experience location. Walk-up Experience locations contain all the information about the walk-up support venue. You can define the way each location or support venue works.
    • Walk-up Experience kiosk -- Walk-up Experience kiosks help your requesters to resolve information technology (IT)-related issues and access various IT services and resources in your organization.
      • Create a kiosk at a location -- Walk-up Experience kiosks offer immediate assistance to the requesters by supporting them with technical issues, questions, or requests. The requesters can receive on-the-spot guidance or resolution for their IT-related problems.
    • Configure skill-based routing in Walk-up Experience -- Route work items to assigned groups. Use skill-based routing to ensure that the right work goes to the right agent depending on the walk-up reasons.
    • Create or modify Walk-up Experience notifications -- Create and use Walk-up Experience notifications to keep requesters informed of queue events that concern them. The system can notify users by email, SMS text message, or push notification to a mobile device.
    • Configure Walk-up Experience customer satisfaction surveys -- With Walk-up Experience surveys, requesters can rate their satisfaction with walk-up location interactions and provide feedback to improve the Walk-up Experience application.
    • Remove a Walk-up Experience location -- If you permanently close down a physical Walk-up Experience location, you can also remove the location from the Walk-up Location Queues table.
    • Integrate Microsoft Office 365 calendar with Walk-up Experience -- With Microsoft Office 365 calendar integration, Walk-up Experience users can view appointments in their primary calendar. When they make an appointment, modify it, or cancel it, they are sent invites and updates via their Outlook calendar.
    • Badge Reader Integration for Walk-up Experience -- Improve Walk-up Experience user satisfaction by using the Badge Reader Integration application at your on-site walk-up queue locations. Walk-up Experience users can scan an employee badge to check in to a queue, rather than entering credentials.
    • Enable Self-Service online check-in for Walk-up Experience -- Show or hide the Walk-up Experience online Walk-up Check-in module under Self-Service in the application navigator. You can enable or disable the module using the basic platform menu or module enablement process.
    • Configure Walk-up Experience online check-in icon to appear on Service Portal -- Requesters can check into a walk-up location online via the Service Portal. You can edit the Service Portal Home page to replace the general IT Get Help support icon link with the Walk-up Experience online check-in support icon link.
    • Plan your walk-up experience visit with Employee Center -- Schedule a single or multiple appointments to visit the walk-up lounge or the support lounge Walk-up Experience Employee Center. You can also get remote help.
    • Manage Walk-up Experience queue and interaction -- Walk-up Experience managers and agents can efficiently manage all aspects of a walk-up location queue and interactions. Agents can view assigned walk-up locations, interactions, and associated stockrooms used for fulfilling the walk-up requests.
    • View Walk-up Experience inbox -- View a personal inbox of automatically assigned Walk-up Experience interactions using the Agent Workspace feature interface.
    • View assigned Walk-up Experience locations -- Walk-up Experience agents can view a list of the walk-up queues they are assigned to support. Locations queues reveal all the information an agent needs to know to operate the queue efficiently.
    • Manage automatically assigned Walk-up Experience interactions -- The agents supporting Walk-up Experience locations can view and manage interactions automatically pushed to the Agent Workspace inbox.
    • Manage Walk-up Experience interactions manually -- Agents supporting walk-up locations can manually manage queue requests with several Walk-up Experience interaction-related modules.
    • View Walk-up Experience location stockroom and assets -- Agent supporting Walk-up Experience locations can view and access stockrooms to provide commonly requested hardware and software assets for walk-up queue guests. Stockroom inventory is defined by asset and inventory managers. Walk-up location agents can monitor inventory and alert asset and inventory managers when additional consumables are needed.
    • Use Agent Assist to expedite Walk-up Experience fulfillment -- Walk-up Experience agents can use the Agent Assist feature in Agent Workspace to expedite incidents and requests.
    • View and manage Walk-up Experience appointments in Agent Workspace -- Viewing upcoming scheduled Walk-up Experience appointments provides technicians with an estimate of future queue demand and workload. Managers can view future appointments and adjust staffing at walk-up queue locations to best support demand.
    • View and manage Walk-up Experience appointments from application navigator -- Viewing upcoming scheduled Walk-up Experience appointments provides technicians with an estimate of future queue demand and workload. Managers can view future appointments and adjust staffing at walk-up queue locations to best support demand.
    • Monitoring Walk-up Experience performance -- The Walk-up Experience dashboard and reporting module provides basic high-level reporting on incident and request types, record volume, average wait and service times, assignments by agents and location, and more. By viewing the dashboard, managers can quickly understand the walk-up location operations and can report performance data to upper management.
    • Walk-up Experience on Now Mobile -- You can create and manage your appointments for a walk-up venue like the Tech Lounge when you use the ServiceNow Walk-up Experience on the Now Mobile app on your own mobile device.
    • Book an appointment at a Walk-up Experience Tech Lounge -- Book an appointment at a ServiceNow Walk-up Experience Tech Lounge by using the Now Mobile app.
    • Modify an appointment at the Walk-up Experience Tech Lounge -- Edit or cancel an appointment at a ServiceNow Walk-up Experience Tech Lounge by using the Now Mobile app on your mobile device.
    • Join a queue at the Walk-up Experience Tech Lounge -- Join a queue at a ServiceNow Walk-up Experience Tech Lounge by using the Now Mobile app for immediate assistance with an issue.
    • Leave a queue at the Walk-up Experience Tech Lounge -- Leave a ServiceNow Walk-up Experience Tech Lounge queue at any time by using the Now Mobile app on your mobile device.
    • Walk-up Experience reference -- Explore comprehensive and additional information about the Walk-up Experience services.
    • Domain separation and the Walk-up Experience application -- This is an overview of domain separation as it pertains to the Walk-up Experience application and how it relates to Service Portal pages, interaction queues, and configurations. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
    • Components installed with Walk-up Experience -- Several types of components are installed with activation of the Walk-up Experience plugin, including tables and user roles.
    • Quick start tests for Walk-up Experience -- Validate that Walk-up Experience still works after you make any configuration change such as apply an upgrade or develop an application. Copy and customize these quick start tests to pass when using your instance-specific data.
    • View Badge Scanner Integration scan logs -- Monitor scanner-use error activity at a Walk-up Experience onsite location by viewing the scan logs. Each time a badge reader device triggers an error, a scan event is logged in the Badge Scan Logs module.
  • Workforce Optimization for ITSM -- Manage and maintain the productivity of your workforce from a single location using Workforce Optimization for ITSM. Using this application, you can efficiently manage your team's skills and schedules, route work assignments to your team, and monitor their performance.
    • Explore -- Use Workforce Optimization for ITSM to optimize your workforce and manage your teams efficiently. Coach your teams so that they gain the skills that let you address the demands from your customers. Efficiently schedule your teams work to provide better coverage with integrated channel management.
    • Getting started -- Learn the basics of getting Workforce Optimization for ITSM up and running.
    • Activate -- The Workforce Optimization for ITSM Configurable Workspace plugin (sn_wfo_cfg_itsm) is available with the ITSM Enterprise subscription package.
    • Configuring groups -- As a manager, you can manage and optimize your entire workforce using Workforce Optimization for ITSM from one central location. Organizing your teams, for example, different levels of employees in your organizational chart, into groups is the foundation on which Workforce Optimization for ITSM operates.
    • Admin Console -- Use a guided approach to simplify the setup and configuration of groups within Workforce Optimization for ITSM from a central location.
    • Channels -- Learn how you can use channels to route work to specific groups and with skill-based routing make sure that the right work goes to the right agent. Monitor the health of your queues reviewing real-time performance and jumping in to help with escalations.
    • Example for using channel management -- Understand how you can route work to specific groups and monitor real-time performance using Channel Management.
    • Setting up Channels -- Set up service channels, queues, and key performance indicators (KPIs) to route work items automatically to agents based on an agent's availability, capacity, and skills.
    • Routing work items -- Route work items to assigned groups using channels. Use skill-based routing to ensure that the right work goes to the right agent. Review real-time performance as your team is actively working on tasks across channels. When you see escalations, you can help your agents resolve issues without the requester being aware of it.
    • Channel Management components -- Workforce Optimization for ITSM has roles to administer channels and queues, properties to configure default behavior, and reports to analyze data in Workforce Optimization for ITSM.
    • Scheduling -- Learn how you can plan shifts with automatically staggered break times for your agents to manage their schedule effectively in Workforce Optimization for ITSM. Publish schedules for the next scheduling period to get a snapshot of which agent is lined up to solve issues for that time period.
    • Example -- Understand how you can set up and publish agent schedules and how your agents can manage their own schedule based on an example.
    • Setting up -- Manage events using the team calendar. You can create different types of event categories and use scripted extension points to customize the event types.
    • Scheduling your teams' work -- Manage your workforce efficiently by planning shifts for each day and assigning users to the shifts. With Scheduling, you can use your resources efficiently by planning and managing schedules and staffing needs across your teams from one location. You can also integrate with on-call scheduling and create shifts and schedule for on-call rotations.
      • Create a shift plan -- Schedule shifts for your team so that you can make sure that you are covering all work assignments and breaks. You can also specify the days of the week that you might need to override scheduled shifts.
      • Create a schedule plan -- Manage your team's schedule by creating a schedule plan that covers a span of time and includes your team's work shifts. You can also assign agents to shifts based on their skills and availability. This way, you can make sure that you are using your resources in the best way possible for your organization.
      • Enable your teams to sign up for work shifts -- Empower your teams to sign up for work shifts based on their availability and preference.
      • Publish a schedule plan for visibility into team coverage -- Generate a preview of your schedule plan and publish it so that your agents can see their shifts and schedules ahead of time. You can unpublish a schedule to make changes and then publish it again.
      • Track and manage your teams' schedule -- Create, update, or monitor your teams' schedule from one location. You can approve or reject requests for swapping shifts or time off for agents within your assignment group.
      • Analyze your staff alignment using Demand Forecast -- Use Demand Forecast to plan the number of staff members that you require so that you have enough agents to do the job.
      • Understanding user criteria for event types -- Manage user access for any event type such as meeting, training, and time-off requests in the team calendar.
      • Create user criteria -- Add a user criteria record to specify which users, roles, and groups can access event types in Workforce Optimization for ITSM.
      • Include or exclude user access for event types​ -- Add or remove access to users for any event type so that they can view event types that are relevant only to them.​
      • Verify access criteria for a group or a team member -- Check what create, read, update, and delete rights your groups or your team members have for events to make sure that they have the correct permissions that they need.
      • Add events to the team calendar -- Create a meeting, training, time-off request, a custom event, or an adhoc work shift from the team calendar.
      • Swap your agents' shifts -- Swap an agent's shift in your assignment group with another agent who can work on that shift and skip the approval process.
    • Scheduling components -- Workforce Optimization for ITSM has roles to administer agent shifts and schedules and properties to configure default behavior.
    • Schedule Adherence -- Analyze how closely your agents adhere to their scheduled activities. You can also analyze whether they complete the total time they were scheduled to work. Use these metrics to align your staffing needs better and forecast the demand for agents more effectively.
    • Demand Forecast -- Learn how you can use Demand Forecast to predict resources based on historical data.
      • Setting up -- Configure the data you want to collect, modify forecast parameters and calibrate manual adjustments using Demand Forecast.
      • Configure -- Define the data that you want to collect for incidents, interactions, or any table to forecast the number of agents that you require for your staffing needs.
      • Modify forecast parameters to visualize forecast data -- Configure and tweak forecast parameters to see how the forecast behaves when you vary the period length, periods to forecast, or algorithm. You can view the modified forecast on the time-series visualization.
      • Create a manual adjustment for a forecast -- Adjust forecasts manually to fine-tune them for greater accuracy. Create the adjustment for a specified time period and analyze how it impacts your forecast.
      • Demand Forecast components -- Workforce Optimization for ITSM installs roles to administer ITSM Manager Workspace Demand Forecast, properties to configure default behavior, scheduled jobs to collect data for the configurations, tables to store data, forecast configurations to collect data for incidents and interactions and a retention policy to store metric data.
    • Work scheduler -- Manage the work of all your teams from a central location. You can get visibility into your entire teams’ workload. You can assess the complexity level of your teams' tasks, their capacity to take on the work, and assign or reassign work—all from a calendar interface.
    • Setting up -- Customize an existing work scheduler card based on your need. You can also create a work configuration and work scheduler card from scratch and associate them so that managers can view the cards in their work queue.
    • Assigning work -- Manage your teams' work assignments easily by customizing your work queue to display the most relevant work items.
    • Work Scheduler components -- Workforce Optimization for ITSM has properties to configure the Work scheduler default behavior.
    • Teams -- Learn how you can organize each of your teams into assignment groups. You can then define a set of Key Performance Indicators (KPIs) to analyze the performance of all groups within that team. Drill into the metrics for a group, an agent, or an incident within that team—all from a central location.
    • Example -- Understand how you can manage your teams from a single location using an example.
    • Setting up -- Organize your teams into assignment groups and create reports for those groups so that you can gain visibility into the team's performance.
      • Add a system property to set default date range -- Add a system property to set the default date range in the configurable Workforce Optimization for ITSM application.
      • Create KPI groups to monitor team performance -- Create key performance indicator (KPI) groups with the KPIs that matter most to your teams. When you associate your KPI groups with assignment groups, you can monitor your team's performance.
      • Copy a KPI group -- Copy an existing KPI group. In the copied KPI group, everything, including the KPI threshold, gets copied except the assignment group mapping. You can modify the copied KPI group according to your requirement.
      • Create a threshold for each KPI in a KPI group -- Create a threshold for each KPI in a KPI group to monitor the indicator status and analyze your team’s performance. Define the threshold with upper- and lower-limit values to assess team performance for each indicator.
      • Add managers to a KPI assignment group -- Assign one or more managers to each KPI assignment group so that they can gain visibility into the group and monitor the team's performance.
    • Analyzing team performance -- Use Teams to track and analyze performance trends for your teams from a single location. You can monitor the trends for each agent within your team and compare your agents or team members with one another. With Teams, you can identify skill gaps so that you can recommend which skills are needed to coach your agents.
    • Teams components -- Workforce Optimization for ITSM uses roles to administer teams and properties to modify default behavior.
    • Coaching -- Learn how you can review and assess the quality of the interactions and tasks completed by your teams. You can enhance the skills set of your teams by assigning training that is based on those assessments. You can also add skills to the profiles of your teams after they get trained.
    • Example -- Understand how you can assess your agents performance, identify skill gaps, and train them to enhance their skills sets with Coaching.
    • Setting up -- Manage agent skills and assess the quality of completed tasks. Use predictive intelligence to recommend skills for agents. Train your agents with internal and external learning content.
    • Training your teams -- Assess your teams' abilities to resolve incidents efficiently by reviewing their work at critical service moments using Coaching in Workforce Optimization for ITSM.
      • Overview page -- Monitor the progress of assessments and track learning tasks that are overdue. You can also add a coaching quality indicator to monitor trends. Analyze which skills have been assigned the most to your team recently and which top skills are in demand.
      • Learning -- Use Coaching with Learning to train your agents with internal and external learning content. Organize similar content into learning libraries. Assign learning tasks to your agents and track completion. Create learning paths that include a collection of courses on a specific topic associated with a set of skills.
      • Create a course catalog -- Create course catalogs and set user criteria to define user access to the course items and learning paths associated with it.
      • Create a learning library -- Create a learning library to organize related content into categories.
      • Create internal learning content -- Add internal courses so that agents can learn new content and enhance their skill set.
      • Access external courses using Coaching with Learning -- Add courses from external sources such as Udemy, Pluralsight, or Cornerstone to enable your users to gain skills from external content.
      • Assign a course item to agents -- Assign a course item to one or more agents and add a due date for them to complete the course.
      • Create a learning path -- Create a learning path, add relevant skills and course items, and publish the path. When your agents complete the path, any skills associated with the path are automatically added to the agent's profile.
      • Assign a learning path to agents -- Assign a learning path to one or more agents and add a due date for them to complete the path.
      • Create a learning task -- Create learning tasks for agents to keep track of their learning activities.
      • Analyze quiz details -- Access a quiz to analyze the details.
      • Surveys -- Assess the quality of your teams' completed tasks. Use surveys to get feedback on from your team.
      • Assess the quality of your agent's completed tasks -- Assess the ability of your agents to resolve incidents or the quality of their completed tasks.
      • Create a survey -- Create surveys and publish them. You can assign published surveys to an agent or a group. You can also share the survey with other teams by adding managers of those teams as the owners of the survey.​
      • Assign a survey to agents or groups -- Assign a published survey to agents or groups so that they can take the survey.
    • Coaching components -- Workforce Optimization for ITSM installs the roles and tables when you enable the Workforce Optimization for ITSM plugin (sn_wfo_cfg_itsm).
    • Skills Management -- Manage skills for your teams from a central location. Analyze skill data and assess the skills that you need for your organization. Use Predictive Intelligence to recommend skills for your team.
    • Setting up skill prediction -- Collect skill data based on skills agents have used for incident resolution. Use supervised learning to recommend these skills for agents to resolve similar open incidents. You can also find patterns in how skills are used for incident resolution and use unsupervised learning to recommend skills for agents.
    • Adding skills to agents' skill set -- Analyze all skills and the levels for each skill that your agents have from one location.
      • Add or update skills -- Add skills or update skill levels for an agent so that it gets added to their skill set.
      • Approve or reject recommended skills -- Approve predicted skills if the skill is necessary for the agent to complete assigned tasks. If the skill doesn't apply to the agent, you can reject a skill.
    • Initiate a skill review for teams or groups -- Start a skill review process for your groups or specific team members so that they can review and update their existing skills or to add new skills. Provide a due date for them to complete the skill review.
    • Approve or reject a skill review request -- Review skills when your team updates their skill proficiencies and requests approval. You can approve or reject each of those skills. The skills that you approve are added to the agent's profile.
    • Routing work based on skills -- Route work to your teams based on skills, schedule your teams' work, and train your teams to enhance their skills set using Workforce Optimization for ITSM.
      • Automatically add skills to incidents or interactions -- Define conditions for incidents or interactions and add skills required for those conditions using skill determination rules. When new incidents and interactions that are created meet these conditions, the skill determination business rule automatically adds the skills to those records. In the Workforce Optimization for ITSM Channels and Work scheduler applications, the work items get automatically assigned to the right agents based on the skills.
    • Skill review request components -- Workforce Optimization for ITSM installs roles and enables notifications when you install the application.
    • Skill Recommendation components -- Workforce Optimization for ITSM uses roles to administer skill recommendation, tables to store skill data, and properties to modify default behavior, and scheduled job to recommend skills in configurable Workforce Optimization for ITSM.
    • Advanced configurations -- You can perform advanced configurations such as customizing Workforce Optimization for ITSM pages, and defining filters for different modules. You can also specify the access to assignment group data to display only the assignment group data relevant to the logged-in user.
    • Reference -- Refer to install components such as roles, tables, and system properties to configure and administer Workforce Optimization for ITSM.
      • ITSM Manager Workspace components -- The configurable ITSM Manager Workspace has roles to administer the workspace, properties to configure default behavior, and indicators to analyze performance.
      • Components -- The Workforce Optimization for ITSM application has tables to store user and application data or database views and a schedule job to collect data for indicators.
    • Domain separation -- Domain separation is supported in Workforce Optimization for ITSM. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
    • Global Search -- Locate what you're looking for quickly using the global search in Workforce Optimization for ITSM.
    • Requesting time-off using the ITSM Mobile Agent -- Using the ITSM Mobile Agent app, shift planning agents can access their schedule. They can request time off to get their manager's approval or swap shifts with their peers and receive notifications for those requests and approvals.
      • Notifications -- Receive notifications when you manage shift-swap and time-off requests. Enable notifications for the actions that are most relevant to you. For example, get notified when you receive a request for approval from an agent who wants to swap shifts with a peer.
      • Make a request to swap shifts or take time off -- Use the ITSM mobile app to look up your schedule, request time off, or swap your shift with your peers. If you can work during the requested shift, you can also approve your peer's request for the shift swap.
      • Approve or reject a shift swap -- Using your ITSM Mobile Agent application, approve a shift swap requested by your peer if you are available to work at that time. You can reject it if you are unable to work then.
      • Track and manage your agent's schedule -- Monitor the shifts and schedule of teams within your assignment group using the ITSM Mobile Agent application. You can approve or reject requests for swapping shifts or time off for your agents.
    • Landing pages -- Track and monitor the performance of your organization using the Workforce Optimization for ITSM landing pages. If you are a coach or a channel manager, you can access metrics specific to your application using the Channels or the Quality landing pages respectively.
      • Manager landing page -- Stay on top of the status of incidents your teams are working on at a given time. Monitor training that's overdue and how many assessments are open and require approval. Analyze your teams' work and SLA status for the desired time period.
      • Channels landing page -- Manage queues and analyze the status of incidents and chats using the Channels landing page. You can also monitor team performance and work assignments from one location.
      • Coaching landing page -- Monitor the performance of your agents and measure the quality of how they resolved issues using the Coaching landing page. Analyze patterns in skill usage over time and see which skills are in demand.
    • Customize a page using the Next Experience UI Builder -- Clone an existing Workforce Optimization for ITSM page and customize it based on your needs using the Next Experience UI Builder.
    • Configure filters for ITSM Manager Workspace -- Define filter configurations for Schedule, Coaching, and Channels applications. You can use these filters to refine your search and view targeted results.
    • Add or remove access to assignment groups in manager workspace -- Include or exclude access to assignment group data to display only the groups that are relevant for the logged-in user in the Workforce Optimization for ITSM manager workspace.