New features and products in Australia

• CSM automation opportunities from chat, voice, and email data

Discover automation opportunities for CSM AI deployment by using AI Agent Advisor to analyze interaction data from chat, voice, and email channels. Match or generate channel-specific AI agents to implement the automation opportunities.

• ServiceNow product tiers

The ServiceNow AI Platform now brings you an AI native experience with three licensing tiers available:

• Foundation: AI agents and skills to deliver insights
• Advanced: AI agents and skills to boost productivity across relevant use cases
• Prime: Act autonomously with all AI agents and skills, and create your own
• Automation discovery with AI Agent Advisor

Use AI Agent Advisor to analyze actual instance data, identify automation opportunities, and view proposed AI automations.

• AI agent matching and automated deployment

Find existing AI agents that support your identified automation opportunities, and automate the creation and deployment of new agents.

• Publish ServiceNow agents to Microsoft Agent 365

Publish the ServiceNow Agents to Microsoft Agent 365 ensuring the ServiceNow agents are sent to external registries.

• Service Graph Connectors for AI Control Tower

AI Service Graph Connector for Databricks discover AI agents and import to AI Control Tower from Databricks environment.

• Security & privacy tab in AI Control Tower
• Customize the AI asset security score by weighting LLM guardrail categories that comprise the score. The score formula was changed to an average across all AI assets. The score was renamed to the AI asset security score.
• Measure whether your model's output or behavior potentially violates predefined LLM guardrail policies using the Data integrity incident detection chart.
• Review potential threats in AI agent output in Agent goal deviation, output with PII detected, and Agentic output injection detection charts.
• Monitor MCP server access by AI Gateway with these new charts: Clients connecting to MCP servers, authorized access attempts, and failed access attempts.
• The Prompt injection, Offensive content, and Sensitive data tabs have been removed and replaced by the Access and Guardrails tabs. Metrics have been reorganized into those two tabs.
• In Configurations, under Data, the Data privacy tab was renamed to Security & privacy. In that tab, the data leak detection and anonymization section was renamed to sensitive data input and anonymization.
• Data section on Configurations page

Enable and set up data integrity incident detection, agent goal deviation, and output screening metrics. These metrics measure the integrity of your data model and potential threats in LLM output.

• Manage agentic AI system life cycles

Create AI system assets to track and manage the complete life cycles of your agentic AI systems, from onboarding to deployment. Gain comprehensive insight into each agentic AI system and take any necessary actions to successfully complete each life-cycle stage. By managing the life cycles of your agentic AI systems, you can extend their lifespans, reduce downtime, and optimize licensing costs.

• Define the use and purpose of an AI system

Specify the intended use and purpose of an AI system. Provide insight into who is using the AI system, what the AI system is being used for, and how the AI system works and provides value. This information can help you determine the benefits and risks that are associated with the AI system. For more information on classifying AI systems based on regulatory risk at intake by applying a configured Risk Assessment Methodology (RAM), see, AI Risk and Compliance release notes and .

• Associate additional related AI asset types with AI systems

Associate the following additional related AI asset types with your AI systems:

• If an AI system has an Asset type of generative AI or agentic AI, you can associate it with any of its supported components or subsystems.
• If an AI system has an Asset type of agentic AI, you can associate it with any of its integrated AI tools.
• Create change and offboarding requests for additional AI asset types

Create change requests for the following additional AI asset types:

• AI systems with an Asset type of agentic AI

• Datasets In addition, create offboarding requests for the following additional AI asset types:

• AI systems with an Asset type of agentic AI

• AI models
• Datasets
• MCP servers
• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases

• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

• AI connections

AI connections are created using AI Service Graph Connectors. AI connections are a combination of hyperscalers, AI apps, and agentic AI frameworks.

The following AI Service Graph Connectors are available from March 2026

• AWS
• Microsoft- Azure Foundry and Copilot
• Google Cloud Platform (GCP) Vertex AI
• n8n
• LangGraph
• Salesforce
• AI assets- Managed and Unmanaged

Managed assets benefit from AI Control Tower features such as governance, lifecycle management, value assessment, risk classification, security, and privacy. Unmanaged assets, on the other hand, don't have access to these AI Control Tower capabilities.

• AI Gateway

AI Gateway offers MCP Global Clients, which can be used across all servers.

A Gateway offers MCP Catalog to choose while adding MCP servers.

MCP server can be added to an AI Asset inventory from AI Control Tower.

• Unified automation workflow

Use the unified automation creation journey that eliminates manual intervention and saves time.

• Request automations from Task Mining to automate desktop activities collected by the Task Mining agent.
• Generate automations in Automation Center to create on-screen and background desktop actions.
• From Automation Center, automatically create an AI agent that uses these desktop action tools.

• Test and deploy the AI agent in AI Agent Studio.

• Record desktop actions with AI

• Record on-screen task desktop actions using AI to automatically validate anchor positions and generate screen contexts at design time, reducing automation failures caused by fragile anchors at testing or runtime.

• Use a new role, sn_desktop_core.desktop_action_user that enables users to record desktop action with AI.
• Enable AI to analyze the recording in three stages: analyzing the recording, inserting anchors, and generating screen contexts by selecting Record with AI (recommended) in the Create desktop action dialog and finish recording.
• Identify AI-generated anchors and screen contexts that are marked with an AI badge in the properties panel. Each screen includes an editable screen context that helps AI agents understand the screen's intent at runtime.
• Regenerate screen context and anchor positions that don't meet your expectations by selecting Retry in the screen properties panel.
• Resolve anchor issues before activation by responding to the alert that appears when any screens have failed anchors in a desktop action recorded with AI.
• Reduce manual setup time by letting AI auto-fill the desktop action intent in the Action description field when you select the Record with AI option. An AI badge confirms that the description was filled by AI.

• Control whether Record with AI is the default recording option by configuring the new sn_desktop_core.record_with_ai property. By default, its value is set to true. Important: Record with AI requires the ServiceNow AI Lens skill to be active and you must have the sn_desktop_core.desktop_action_user role. If any of these conditions is not met, the Record with AI option is unavailable. You can still create desktop actions using auto-capture mode. Contact your ServiceNow administrator to enable these settings.

• Configure parameters for dynamic values

• Provide dynamic values, such as credentials and user-specific inputs to on-screen task desktop actions by creating Desktop action parameter records in your ServiceNow instance.

• Make a single stored parameter value available to all users by selecting the Shared field on a parameter record. When Shared is selected, the agent uses the one associated parameter value record, regardless of which user triggered the agent. Only a user with the sn_aia.admin role can create the parameter value record for a shared parameter.
• Encrypt all associated parameter value records by selecting the Mark As Sensitive field on a parameter record. The agent decrypts the value at execution time. For non-sensitive parameters, the value is passed to the agent as plain text.
• In the AI Desktop Actions client application, enable the Set Text and Send Keys step types to use parameters by selecting the Use parameter property.
• In AI Agent Studio, when you add an on-screen task desktop action tool that contains inputs configured for parameters, the Map parameters section appears. You can map inputs of on-screen task desktop actions to parameter records. These parameter values aren't exposed in agent instructions. Select a parameter record for each input to define the value the AI agent uses when executing the desktop action. Important:

The Shared and Mark As Sensitive fields can only be modified when no Desktop action parameter value records exist under the parameter record.

• Use the new application name

The product formerly referred to as Agentic Desktop has been rebranded as AI Desktop Actions. All UI labels, navigation elements, and in-product text updated to reflect the new name.

• Automate dynamic steps with desktop actions
• Use the desktop action to automate dynamic steps that are determined by AI during execution.
• Install the ServiceNow Web Automation chrome extension for AI agent to interact with web applications.
• Use the default Web Automation Agent AI agent and Web Automation agentic workflow to automate repetitive tasks.
• See every click, keystroke, and scroll your AI agent makes in real time, with consent prompts before execution kicks off and timely warnings before your session expires.
• Pause a running AI agent, provide corrective input, and resume. The AI agent replans based on your instructions, keeping execution on the right track.
• Use the onboarding wizard to get the app overview

Get a quick overview of the application by using the onboarding wizard that highlights recording, refining, testing, and activating desktop actions.

Select Skip intro to bypass the onboarding wizard and go to the home page. Select the Don't show this again option to prevent the wizard from appearing the next time you open the app. After completing the onboarding wizard, select Get started to start creating desktop actions.

• Filter required inputs for testing

Use filtering options to filter the inputs that are required.

• Show Inputs — Filters the screens with required input fields.

• Show All — Removes the filter and displays all screens.

• Improved error and informational messages

Improved error and informational messages for better guidance and troubleshooting during testing of desktop actions.

• Delete button on image canvas

Added a Delete button to the image canvas to remove a screen.

• Test button for a screen in the Design tab

Test screens directly from the design tab while designing desktop actions.

Use Now Assist for AI Risk and Compliance to get AI-powered assistance throughout the AI asset lifecycle. After upgrading to version 22.4.x, users with the AI Risk and Compliance AI user [sn_airc_gen_ai.airc_ai_user] and AI Risk and Compliance AI agent user [sn_airc_gen_ai.airc_ai_agent] roles can access the following capabilities:

• Create and document governance, risk, and compliance issues with guided assistance from the employee center.
• Generate concise summaries of complex GRC issues for faster review and decision-making.
• Create executive summaries of risk assessments to communicate findings to stakeholders.
• Generate responses to assessment questions based on past assessments and reference documentation.

• Identify related control objectives from your controls library to reduce duplication. Use these capabilities to capture AI risk context early in the development process and address compliance requirements throughout the system lifecycle.

• Risk‑based classification during intake

After upgrading to version 22.0.3, if you have the AI risk and compliance business user [sn_grc_ai_gov.ai_risk_and_compliance_business_user] role, you can now classify AI systems using a risk‑based approach at intake, enabling organizations to capture AI risk context early and align governance workflows with regulatory and internal risk requirements. This improvement to the AI use case request form supports more accurate AI oversight throughout the system life cycle.

After upgrading to version 22.0.3, if you have the AI Case Management (sn_ai_case_mgmt) application installed and the AI case business user [sn_ai_case_mgmt.ai_case_business_user] role, you can navigate to the Employee Center to access the Anonymous Reporting Center and submit AI cases anonymously, enabling broader participation in AI governance while protecting the identity of reporters. No additional role is required to submit an anonymous report directly through the Anonymous Reporting Center. Broader participation helps organizations identify potential AI risks earlier by removing barriers to case submission.

• Offboard AI models and datasets

After upgrading to version 22.0.3, if you have the AI risk and compliance analyst [sn_grc_ai_gov.ai_risk_and_compliance_analyst] or AI risk and compliance manager [sn_grc_ai_gov.ai_risk_and_compliance_manager] role you can manage AI asset offboarding life cycle tasks. Managing these tasks supports completion of governance-related activities, such as risk and impact assessments, conformity reviews, issue closure, and audit documentation, when an AI asset is retired or removed from active use.

• Generate multi-content synthesized responses

• Multimodal captioning for attachments

Multimodal captioning automatically generates searchable descriptive captions for images, tables, charts, and other visual elements in indexed attachments. Find attachments by searching for keywords from generated captions.

• Improve search precision and contextual relevance with hybrid search

Beginning with Now Assist in AI Search 15.0, administrators on instances with Now Assist in AI Search installed can enable the new hybrid search mode. Hybrid search combines keyword-based search with semantic understanding to deliver more accurate and relevant search results, with fewer zero-result searches.

• Configure AI Search as the source for Ask Now Assist suggestions

Admins can configure the system to use AI Search as the source for Ask Now Assist suggestions in enhanced chat. Making this change activates suggestion term highlighting in Ask Now Assist and provides improvements such as wildcard searching and lemmatization for suggestions.

• Tax Engine Integration

The tax engine integration framework validates supplier-provided tax against system tax at invoice line level, and supports regional and global tax requirements. This integration triggers automatic tax validation, handles exceptions for tax variance and missing data, enables manual re validation and rolling up of system tax.

• Email parser agent for APO

The Email parser is an AI agent that automatically processes incoming emails (Level 1 support cases and tasks) from suppliers and invoice owners, identifies actionable requests, classifies them, and creates invoice cases.

• Invoice rejection modes

APO supports configurable rejection modes for invoice exception handling. Administrators can configure rejection mode behavior per exception type to align with organizational policies and audit requirements.

CRM Touchpoints

• Touchpoints on CRM entities

Capture and track engagement activities for prospects and customers across communication channels such as email, phone, virtual meeting, in-person meetings, and social interactions by creating touchpoint records. Associate touchpoints with leads, opportunities, accounts, and contacts to maintain a complete engagement history.

• Custom touchpoint types

Define custom touchpoint types in addition to the default types of discovery, demo, and customer business review (CBR), and so on to match your organization's specific engagement processes.

• Activity capture and tracking

Capture emails, calls, meetings, and tasks within touchpoints such as discovery, demo, business value assessment, or CBRs in a single system of record. Track metrics such as primary channel and time spent for every interaction, providing leadership with visibility into the activity volume per sales representative.

CRM Outlook Add-in

• Associate an email with an existing CRM record

Associate customer emails to the correct ServiceNow CRM record without leaving Microsoft Outlook. Manually search and associate emails with leads, opportunities, accounts, or contacts, so that engagement context is captured immediately and remains available for future correspondence and follow‑up.

• Create leads and contacts from email

Create a lead or contact directly from an email when no matching CRM record exists, and automatically attach the originating email to the newly created record to preserve engagement history.

• Automatic record matching for emails in a thread

Skip the record lookup when associating emails from the email thread. After you associate an email from a thread with a CRM entity, the add-in links any other email you select from the thread to the same CRM record. You stay in control of which emails are captured in the CRM by selecting an email and launching the ServiceNow CRM for Outlook Add-in.

• Centralize customer communications for the entire team

Make email‑based customer interactions visible to account, lead, or opportunity teams by associating emails with the ServiceNow CRM records instead of them being isolated in your personal inbox.

AI sales activity association

• AI sales activity association

Automatically associate inbound sales emails with the correct lead, opportunity, account, or contact using AI-based intent detection and semantic matching. When the agent identifies a confident match, it auto-associates the email to the CRM record so sales representatives see emails already linked in the record's Activity stream.

• Using Dynamic Guidance

Dynamic Guidance provides an assistance that is fully embedded within the product, enabling users to access relevant information without navigating away from their Workflow.

• Add ad-hoc approvers to approval chains

As a requester or approver, insert an ad-hoc approver at a specific position within an existing approval chain. The approval engine validates the position to prevent insertion before already requested or completed approvals. Ad-hoc approvers are clearly identified in the chain view and receive approval notifications with requester comments.

• Recall an approval request from the quote header

Enable requesters to recall submitted approval requests directly from the quote header in the quote workflow, without navigating to the Approvals tab.

• Rejection reason in Approvals tab

Inform approval requesters of rejected approval requests by displaying the rejection reason near the related step card in the Approvals tab of the entity, reducing the need to contact approvers for clarification

• Configure delegate approvers

Configure the delegation rules allowing delegate approvers to approve or reject approval requests. Delegate approvers can approve or reject a request directly from the approval step card in the Approvals tab, on behalf of the original approver.

• Flexible approval configurations

Build workflows that enable sequential approvals, parallel (simultaneous) approvals, or a combination of both.

• Define workflow approval steps and optional chains that progress through multiple approval levels based on rule evaluations.
• Set the approval order using combinations of levels, roles, and conditions.
• Define approval users and groups.
• Consolidate multiple email notifications on an approval request for an approver so that the approver receives a single email notification.
• Provide approvers with the option to accept or reject approval requests directly from a consolidated email notification. Approvers can also reply to the email using commands for approving or rejecting individual requests or all requests. For more information on approval notifications, see Notifications in Advanced Approval Management
• Intelligent routing rules and smart reapprovals

Automatically trigger approvals by setting conditions based on items such as discount percentage, deal size, and margin thresholds. Configure thresholds and conditions so the approval workflow skips approved steps that have already been approved if the underlying conditions haven't changed.

• Escalations

Enable approval rule admins to escalate an approval request by reassigning a pending approval request to another approver automatically when the original approver does not act within a specified time.

• Override an approval step

As an approval rule writer who also has the approval admin role, override or bypass a pending approval request step to unblock an approval request when the approval is no longer required.

• Automated notifications of approval status

Inform sales agents and approvers of the status of approval items moving through the approval workflow by setting up notifications. Use predefined system notifications for reminders and escalations.

• Flexible submission for approval requests

Before submitting requests for approval, see the required approvals, approver names, approval reasons, and approval sequencing by creating and previewing approval requests. Requesters can recall approval requests for changes and resubmit them.

• Real-time status tracking and approval history

Monitor approval progress and access an audit trail with detailed status for each approval step including assigned approvers, actual approvers (for completed steps), approval comments, and assignment and completion timestamps.

• Approval management
• Accept or reject approvals using multiple channels, such as email, push notifications, the CSM Configurable Workspace, or approval centers, such as My Approvals in the ServiceNow AI Platform®.
• Assign backup approvers with date-specific coverage periods for seamless continuity of the approval process.

• Worst case aggregation rollup for risk scoring

After upgrading to version 22.3.2, use the worst case aggregation rollup method that derives all scores from a single risk record based on the highest residual risk. You can configure this option on the Risk Assessment Methodology (RAM) form. By using a single risk record as the source, this method keeps all rolled-up scores aligned to a real risk scenario, supporting traceability, audit requirements, and enterprise governance.

• Hide Not applicable option in control and residual assessments

After upgrading to version 22.3.2, configure the Risk Assessment Methodology (RAM) to hide the Not applicable check box in control effectiveness and residual assessment sections by using the Hide assessment not applicable option. This change reduces calculation errors and improves the reliability of assessment results.

• Parallel review and feedback for Risk assessment project

Parallel review and feedback is now enabled by default on the risk assessment project record page and the project assessment page, in both stacked view and grid view. You can use collaborative review workflows without manual configuration, which removes the setup overhead previously required by the custom page structure of risk assessment projects.

• Redirect GRC notification links to the appropriate workspace

After upgrading to version 22.3.2, redirect to the appropriate workspace when accessing GRC records from email notifications, based on the access and role. This feature improves usability, reduces confusion, and supports adoption of workspace-based workflows.

• Template versioning for Risk Identification

After upgrading to version 22.3.2, Risk Identification supports smart assessment template versioning. New versions can be created from existing templates without creating a new template, and assessments use the latest published version.

• Audit entry field on Risk Assessment Project

After upgrading to version 22.3.2, Risk Assessment Projects support audit entries to track changes and activity history. An audit entry framework separates audit-specific (third-line) records from operational (second-line) records and controls visibility.

Note: This option is available if Audit Management and Audit Workspace are installed. Assign the sn_audit_ws.third_line_manager role to a user to use this feature.

• Risk event response template enhancements

After upgrading to version 22.0.x, users with the Risk Manager [sn_risk.manager] or Risk Admin [sn_risk.admin] role can configure risk event response templates using dynamic, entity‑driven assignments. These changes enable assignments to be derived from entity data alongside existing static user or group selection.

You can select user fields defined on the entity (such as Owner or Sub-owner) or entity stakeholder personas when configuring:

• Risk event owner assignment
• Issue creation and assignment
• Risk event approvers
• Risk Suggestion AI Agent enhancements

After upgrading the Now Assist for Integrated Risk Management (IRM) application to version 22.x, the Risk Suggestion AI Agent supports a more context‑aware and conversational workflow. After selecting risk types, you can provide additional context to refine search results, with the agent dynamically asking follow‑up questions when needed. Before adding risks to the suggested risk section, you can review and modify suggested risks by updating descriptions, renaming risks, or removing items from the list.

• Control Objective workflow

After upgrading to version 22.0.x, you can use a defined workflow to update control objectives. Changes can be drafted and reviewed without changing the current active version, which helps avoid unintended changes to related controls, and risk records. Only approved updates become active. The workflow also sets clear responsibility for making updates and helps keep control objective information consistent and up to date.

• Advanced Work Assignment

Configure routing for non-task and non-interaction tables such as leads, opportunities, orders, and quotes in AWA.

• Advanced Work Assignment

Use telephone-style transfer workflows in AWA to enable warm transfers where agents consult privately before merging calls with the customer.

Implement prebuilt, certified integrations with Contact Center as a Service (CCaaS) providers using the ServiceNow voice reference architecture. The Interaction Controls Component (ICC) feature enables CCaaS providers to display native voice and callback integrations so HR agents can manage customer calls directly from HR Agent Workspace. HR agents are provided a brief wrap-up period at the end of customer conversations to complete their work before moving on to assist other customers.

Recommend actions based on the context of the HR case, helping agents resolve case faster.

• Lists KB articles and similar cases in the context of the current case.
• Suggests to add an approval to the case only when an approval is required.
• Case creation configuration

Enable an HR agent to quickly review the HR profiles of both subject person and opened for during the case creation process.

Streamline Knowledge article creation and editing with AI support in an improved, intuitive editor. Leverage AI powered Article optimizations recommendations to improve the knowledge content quality.

• Dock in CSM Configurable Workspace

Enable agents to minimize drafts of comments, work notes, or emails to a dock at the bottom of the workspace page. This centralized location provides agents with the ability to see all current drafts at a glance.

• Form template enhancements

Save time and promote consistency by creating conditional templates, setting field-level conditions, and automatically populating email body text. Populate these fields using dynamic values from the Case table and related tables. Preview template changes before applying them to a record.

• Workspace record page interoperability

Enable agents to use record pages between CSM Configurable Workspace and ITSM Service Operations Workspace. The following ITSM pages are interoperable across CSM:

• Incident page
• Change page
• AI interaction wrap-up

Provide agents with AI assistance during the interaction wrap-up period. This feature generates wrap-up content for interaction records, such as the wrap-up code and notes.

• Highlight fields with unsaved changes

Use visual indicators in CSM Configurable Workspace such as icons and background colors to indicate form fields with unsaved changes.

• Knowledge Center article editor available in CSM Configurable Workspace

Use the Knowledge Center article editor to create and edit knowledge articles in CSM Configurable Workspace. Agents can access the editing capabilities available in the article editor to format knowledge article content such as text, images, and media.

• Unread email count on interaction tabs

Displays the number of unread email messages on interaction tabs in CSM Configurable Workspace. Hovering over a tab displays a tooltip with a preview of the most recent email.

• Activity timer log

Track the time that agents spend working on cases and interactions in CSM Configurable Workspace. View a time log report to see detailed records of the time spent on projects and tasks.

• Customer 360 workspace

The AI-powered Customer 360 workspace provides a unified single view of customer information across accounts, cases, and customer history. AI-generated summaries, insights, and recommendations help CSRs quickly understand customer profiles and determine the most effective next steps.

• CSR Interaction workspace

The AI-powered CSR Interaction workspace streamlines live customer conversations by displaying customer details, account information, and interaction history. The customer support AI agent provides real-time contextual insights, call summaries, and recommended next steps to reduce manual effort and decrease handle time.

• Roles for Banking personal and business CSRs

This application includes roles that grant access to AI-assisted CSR experiences for business and personal banking and wealth customers.

These roles enable CSR agents to view and edit all cases within their granted access scope, including cases created by other agents or submitted via the self-service portal. Banking Personal CSR Agents access all consumer cases and Banking Business CSR Agents access all account cases—both limited to their granted case types. The Now Assist AI agent inherits this scoped access for more relevant analysis.

The Customer 360 page delivers a consolidated view of insurance customer data spanning contact details, policies, details of family members covered, premiums, claims, coverages, interaction history, and attachments.

• Interaction page for Agentic Contact Center for Insurance

The CSR Interaction page provides customer contact details and profiles, live interactions, policies, interaction history, open and closed cases, attachments, and related tasks.The AI agent generates conversation summaries and next-step recommendations to help reduce administrative tasks and resolution times.

• Components installed with Agentic Contact Center for Insurance

This application provides specialized roles for Servicing & Claims agents that enable CSR capabilities for insurance operations. With these roles, you can access and modify cases within the permitted scope, encompassing cases initiated by colleagues or through the self-service portal. You can also control the visibility of claims and case data on the Customer 360 page.

• Platform version of AEMC now available

Access core AEMC features from a new platform version of AEMC from the ServiceNow Store.

Configure a standalone environment for deployments in the platform version of AEMC.

• AEMC guided setup now includes ReleaseOps

Streamline credential sharing between instances and automates the deployment process in ReleaseOps within the AEMC guided setup.

Help improve transparency across your app development environment using the release lifecycle documentation AI agent, to generate update set descriptions and release notes.

• Now Assist suites for version compatibility

Use the Application Manager to install and update Now Assist applications with suites of compatible application versions. Now Assist suites help verify that new Now Assist applications and versions remain compatible with the ones already installed to your instance.

• Application state indicators

Review information about any applicable installation considerations, requirements, and blockers in the header of application details.

• Enhancements to the Invicti Vulnerability Integration

Added the Invicti Platform Integration. Support for the Invicti Platform APIs introduces three new integration jobs that connect directly to the Invicti Platform cloud service:

• Application Integration — Imports the list of applications being scanned in Invicti Platform into your ServiceNow AI Platform® instance as discovered applications.
• Scan Integration — Pulls scan records from Invicti Platform, providing scan metadata to correlate with vulnerability findings.

• Vulnerability Integration — Imports application vulnerability findings from Invicti Platform and creates or updates application vulnerable items in Vulnerability Response in your ServiceNow AI Platform®. Enhancements to Application life-cycle management: When an application is deleted or decommissioned in Invicti Platform, your ServiceNow AI Platform® automatically deactivates the corresponding discovered application and closes all associated application vulnerable items (AVITs), keeping your vulnerability inventory accurate without manual cleanup.

• Configuring lookup rules

The Applies to field is added to the Rules page for Configuration (CI) lookup rule records. For third-party and ServiceNow® integrations that support both Application Vulnerability Response (AVR) and Vulnerability Response (VR) lookup rules, like the Vulnerability Response Integration with Wiz, for example, select one for a rule:

• Discovered Application for Application Vulnerability Response lookup rules.

• Discovered Item for Vulnerability Response lookup rules. Note: The field is left empty by default. If you leave this field empty for lookup rules that support both VR and AVR integrations, background jobs for both applications apply changes on the same set of lookup rules. This state might cause a conflict and set the reapply flag incorrectly. With this distinction set, after the respective background jobs for AVR and VR are completed, the system resets the flag only for the lookup rules for the background job that was run.

• Activate the Wiz Asset Integration and identify resource types for import

Enhancements to the Wiz integration include:

• Starting with version 32.1 (USEM) and version 4.1 (non-USEM), the Asset integration is deactivated by default and is not a mandatory prerequisite for the other Wiz integration imports.

If you choose to activate it, the Asset integration will retrieve assets for all resource types if you don't specify the ones you want on the Asset Integration Configuration tab. To avoid importing vulnerability data you don't need, identify only the resources (assets) that you want to import with this integration.

• Resource Type is no longer a mandatory field for configuring the Vulnerability Response Integration with Wiz. You can now save Wiz configurations for the integrations without specifying a Resource Type, simplifying setup for use cases where specifying a Resource Type isn't appropriate.
• Wiz Application Vulnerability Response Integration

Import application, Software Composition Analysis (SCA), findings, Secrets (passwords, tokens and keys) data with the following Wiz Vulnerability integrations:

• Application List Integration
• SCA Findings Integration

• Secret Findings Integration You can configure these integrations on the Wiz Vulnerability Integration configuration page along with the other Wiz Vulnerability integrations. View imported application list data such as Product Model and Source application ID from Wiz on the Discovered Applications [sn_vul_app_release] table records, and SCA and Secrets data on the Application Vulnerable Items [sn_vul_app_vulnerable_item] table records.

• GitHub Application Vulnerability Integration – Generic secrets support

The GitHub Secret Scanning Integration supports imports of generic secrets in addition to standard secrets from your GitHub repositories. An enhanced Manage generic secrets in ServiceNow configuration option lets you control whether generic secrets are ingested. Imported secrets are mapped to Application Vulnerable Items (AVITs) with the scan type, Secret, while generic secrets are mapped with the scan type, Generic Secret.

• Improved vulnerability assessment workflows
• CI filtering for vulnerability assessments: You can now filter which configuration items are included in a vulnerability assessment using a condition builder.
• Business Application population on AVITs: AVITs created from SBOM assessment results now include Business Application information, helping you understand application impact and prioritize remediation.
• Priority roll‑down from vulnerability assessments: Updates to the priority of a vulnerability assessment now automatically roll down to associated VITs and AVITs, ensuring consistent prioritization based on the highest severity.
• Enhanced Compensatory controls

When new vulnerable items are ingested and associated with a remediation task that already has an approved compensating control, the reduced risk rating is now automatically inherited by those new vulnerable items.

• Automate the summarization of evidence requests

Use generative AI to summarize completed and in-progress evidence requests for your financial regulatory audits. Gain insight into the corresponding audit engagements, the associated financial regulations, and the evidence that was submitted for each request. In addition, view details about the remediation rules that were created for each request and the corresponding remediation tasks that were generated based on those rules. Use this information to help plan for and complete other in-progress evidence requests so that you can improve your operational efficiency.

• Track impacted records that require remediation

Use the Impacted Records related list in your remediation tasks to track and take any necessary actions on the impacted records, including asset and configuration item (CI) records, that are associated with each task. These remediation tasks are automatically generated based on the remediation rules that you define during evidence request fulfillment.

• View citations for your evidence requests

Gain insight into the citations that are associated with your evidence requests by using the Citation details fields in the Asset Response Guided Experience. Use these fields to identify the name, description, and supplemental guidance for any citation that is associated with a request.

• Streamline the fulfillment of evidence requests by using financial regulatory context from the Digital Operational Resilience Act (DORA)

Associate your evidence requests with financial regulatory requirements and guidelines from the Digital Operational Resilience Act (DORA). By aligning the relevant requests with these requirements and guidelines, you can help your asset managers better understand the compliance obligations that are associated with each request. They can then use this information to fulfill each request more accurately and efficiently.

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases
• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

• Audit entry fields on GRC objects

Classify the following GRC objects as third-line audit records using the new audit entry option:

• Entity
• Engagement
• Control objective
• Control
• Risk statement
• Risk Control visibility with role-based access so that only users with the sn_audit_ws.third_line_manager role can view audit entry (third-line) records. The Audit entry option is selected by default when the third-line manager creates a record and is set to read-only after the record is saved.

Note: An administrator must manually assign the sn_audit_ws.third_line_manager role to a user to use this feature.

• Authentication factors for AI voice service

Enable caller access to AI voice agents by configuring the required identification and authentication factors.

• Web Embeddables

Secure the web embeddables feature for authenticating the ServiceNow®'s web components that are used in third-party portals.

• Granular admin roles

The granular admin role enables developers and administrators to complete administrative configuration tasks for Authentication without requiring the full admin role.

• Web search tool

Access public web content from Build Agent using two new search tools. Use the web search tool to find information on the public web, and use the web fetch tool to retrieve content from a URL that you supply.

• Consolidated update sets

Track changes generated by Build Agent and manual edits in update sets for checkpointing and rollback. Update sets can be merged into a single update set before deployment. All changes to your application are captured in the same scope, making it easier to review what was modified and merge updates to other environments.

• Expanded metadata support

Work with more metadata types in Build Agent, which now supports connection and credential alias, data lookup, playbooks, rest message/HTTP method, and user criteria.

• MCP server support in ServiceNow Studio

Connect Build Agent to external MCP servers in ServiceNow Studio. Previously, MCP server connectivity was only available in the ServiceNow IDE.

• Additional MCP server integrations

Integrate Build Agent with newly supported MCP servers.

• Access update sets from Build Agent

View update sets created by Build Agent from within the chat panel in ServiceNow Studio. Each checkpoint includes a button that opens the relevant update set in a new tab.

• UI validation tool in ServiceNow Studio

Validate user interface output during app creation with the UI validation tool in Build Agent, available in ServiceNow Studio.

• Search retrieval tool support

Use the Search retrieval tool to enable agents to fetch and present relevant information from configured data sources in response to user queries. Agents can retrieve knowledge articles, catalog items, and other indexed content directly within the agentic workflow, reducing the need for users to navigate to separate search interfaces.

• Support for more file types

Upload more types of files to Build Agent to describe what you want to build, including images, documents, and text and code files.

• Expanded metadata support

Work with more metadata types in Build Agent, which now supports assignment rules, forms, and data policies.

• MCP Client integration

Connect Build Agent to external MCP servers to bring tools and data sources directly into your build workflow. External resources participate alongside Build Agent on the ServiceNow AI Platform, which reduces the need to switch between tools and transfer data manually.

Turn business requirements into fully configured agents, skills, and agentic workflows for your custom applications. Build Agent inspects the existing tables, roles, business rules, and metadata in your app to create tailored in-app agents and tools.

• Test Agent for Build Agent

Use Test Agent to execute Automated Test Framework (ATF) tests right from the Build Agent chat panel for test artifacts created in the same session. When tests fail, the generated tests and test results are saved in the standard ATF record tables and can be scheduled for continued regression testing for the app. If Test Agent modifies tests during troubleshooting, those changes are automatically saved to the test records.

• UI validation tool

Validate user interface output during Build Agent app creation in the ServiceNow IDE using the integrated UI validation, which runs Playwright-based UI checks on Cloud Runner and surfaces failures with diagnostic context directly in the Build Agent panel.

• Semantic search for instance artifact discovery

Use semantic search in Build Agent to locate relevant instance artifacts, including tables, scripts, and business rules during build and edit tasks. Find files, applications, and knowledge on your instance based on meaning instead of exact keywords.

• Additional model support

Choose the provider and model that fits your organizational needs in Build Agent, which now supports Anthropic Claude on AWS Sonnet 4.6 and Azure OpenAI GPT 5.4.

• Expanded metadata support

Work with more metadata types in Build Agent, which now supports flows, Service Catalog configurations, inbound email actions, dictionary overrides, choice lists, condition builder query conditions, and enhanced Service Portal capabilities.

• Contextual launch for Build Agent

Include context from ServiceNow Studio tabs and component preview screens when you open Build Agent, which helps reduce the need to manually search for and specify context in the chat panel.

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases

• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

• Additional metadata support

Work with more metadata types in Build Agent, which now supports email.

Access Build Agent in ServiceNow Studio to build apps conversationally in a consolidated development environment.

• Improved LLM support

Use AWS Claude Opus 4.6 and Sonnet 4.5 in Build Agent for contextual conversations.

• New metadata support

Work with more metadata types, as Build Agent now supports the following:

• Email integration
• List controls
• Service Catalog items
• UI components
• UI policies
• UI views
• Workspaces

• Task template groups and Task templates

Create reusable Task templates for recovery and event tasks, and organize them into groups with configurable dependencies. Scope groups to all element definitions or a specific type, and define task sequencing within a group to preserve execution order when applied.

• Task templates and Task template groups integration in plan templates

Associate Task template groups and Task templates at the plan, loss scenario, and recovery strategy levels within a plan template. Creating a plan from a template automatically generates all linked records at each level, with a progress tracker showing status throughout.

• Task templates and Task template groups support in plans

Add Task template groups and individual Task templates directly from recovery task lists.

• Task templates and Task template groups support in Exercises and Crisis events

Add task template groups and individual templates directly from event task lists. Select groups, assign an activated plan when required, and the system creates all tasks with dependencies intact. An auto-refresh banner tracks progress and refreshes the list once after all tasks are created.

• Recovery strategy templates

Create reusable recovery strategy templates with standard fields including name, description, estimated time limit, and maximum duration. Apply a template to auto-populate a recovery strategy, reducing manual entry and keeping strategies consistent across plans.

• Gantt chart for recovery tasks in plans

Visualize recovery task sequences, durations, and dependencies on an interactive Gantt timeline within the plan record. Toggle between list and Gantt views from the Recovery tasks tab. Add or edit tasks using a right-select quick-insert panel, pre-filled with task type and sequencing context.

Filters, sorting, and selections remain consistent when switching between list and Gantt views. The quick-add panel is also available on loss scenario and recovery strategy records. Access is role-controlled: Planners manage tasks in their own plans; Program Managers have full access across all plans.

• Export and import event tasks in Microsoft Excel

Export recovery event tasks to Microsoft Excel from the Event tasks related list. The workbook includes a data sheet, a read-only Event Details tab, and an Instructions sheet. Non-editable columns are locked. Import the updated file when the event is in the Open or Work in progress state. Track import progress in real time, with a full audit trail available on the Recovery Event form.

• Role-based Performance Analytics dashboards

Access role-based Performance Analytics dashboards directly from the BCM workspace. Four dashboards are available, each tailored to a functional area: Home (overall BCM status), BIA (impact analysis progress), BCP (planning records), and Event (recovery exercises and activities). Each dashboard is permission-controlled and views are displayed relevant to the roles.

• Assessment template version control

Track the template version used at the time of assessment creation on Smart Assessment Engine (SAE) templates. Assessors and reviewers can clearly see which template version was in effect, making it easier to audit and compare assessments over time.

• Create separate buying groups for each product family or solution within an account

Avoid confusion or overlap and efficiently map the right stakeholders involved in different purchase decision for an account by creating separate buying groups for each product family or solution, which helps account for differing decision‑makers, influencers, and users.

• Add buying group members with different roles

Enable role‑specific engagement, and improve alignment throughout the buying process by adding buying group members with defined roles.

• Associate multiple buying groups against an opportunity​

Improve stakeholder visibility, support complex deal management, and enable more targeted engagement across solutions by associating multiple buying groups with an opportunity.

• Price and quantity ramps in the CPQ Configurator

Use the CPQ Configurator to configure price and quantity ramps for subscription products with recurring pricing. View and manage ramp segments through a summary table and detailed modal, apply quantity updates as a delta across segments, and relaunch the configurator for ramped products to support MACD scenarios.

• Source line configuration field mappings

Reduce manual data entry during configuration by defining mappings in the CPQ admin UI that automatically populate config fields when a session initializes. Map incoming request data such as line or characteristics to product picker subfields and other config fields, and import or export mappings as part of a blueprint export or standalone CSV.

• Config AI Agent-to-Agent (A2A) support

Allow agents to communicate directly with Config AI using the A2A protocol to generate and validate product configurations as part of broader agentic workflows. Onboarding and offboarding of the Config AI agent is handled automatically based on a tenant setting.

• ServiceNow CPQ Configurator guided setup

Use the guided setup for initial configuration of the ServiceNow CPQ configurator to define product pricing, create pricing rules, and create complex product bundles. The guided setup provides a structured step-by-step process that streamlines the initial setup process.

• Transaction Access Control

Control precisely who can view and edit each transaction to improve security and compliance using Transaction Access Control. Admins and creators automatically receive full access and can grant access to others. Any user with access can also grant or remove access for others.

• Transaction AI – Bulk Line Update via File Upload

Enables AI column and line item mapping to allow for seamless transition from third-party systems. Transaction AI can be used to add items from favorites enabling users to quickly add commonly used products via voice or text. Triggers events for users via voice or chat

• AI Admin Uploads for Advanced Product Configurator and Transaction Manager

Enables admins to upload business and blueprint related context documents to provide Configuration AI and Transaction AI more context of business, standards product information etc.

• Export Lines UI Effect

Export Transaction Lines to a .csv file via a new UI effect. The exported file includes all lines in the transaction that meet the current line sort, filter, and column show/hide settings.

• Layout editor

Design and maintain layouts in a visual-based editor. Add and organize layout components, configure UI Effect and element properties, manage theming and more, all in an intuitive visual interface.

• Share product favorites

Improve collaboration and user efficiency by sharing saved favorite products and configurations with other users, enabling sharing and reuse of product configurations.

• Tenant-configurable namespace prefixes for Salesforce fields

Configure a custom namespace at the tenant level to align Salesforce fields and references with your managed package. When a custom namespace is set, ServiceNow CPQ uses it for all generated Salesforce fields and all field lookups instead of the default LGK_ prefix. If no custom namespace is configured, the system defaults to LGK_ to preserve compatibility with existing tenants.

• Dynamic selection of Sales CRM catalog items in the ServiceNow CPQ admin UI

Select product offerings, product specifications, and product characteristic values directly in the ServiceNow CPQ admin UI without manually entering system IDs. Search and select Sales CRM catalog items using built-in UI selectors when configuring products, creating product rules, or setting up pickers, advanced product actions, BOM enrichments, and library functions.

• Node cloning for solution configuration

Duplicate an existing solution configuration node in a set, directly from the solution configuration navigation sidebar to use it as the starting point for a new node. The original node in a set must be in the valid state.

Manage transaction lines using natural language. You can upload CSV or XLSX files directly in the chat to add or update lines, map file columns to transaction fields through a guided conversation, preview the changes, and apply or cancel them before execution. Target specific transaction lines by referencing line numbers or ranges in your prompts, enabling precise updates such as modifying field values or removing selected lines.

• Upload context documents for AI-assisted configuration and quoting

Upload organizational documents — such as pricing policies, standard operating procedures, product specifications, and playbooks — to provide Config AI and Quote AI with company-specific context during configuration and quoting. Supported formats include Excel, Word, PDF, text, markdown, and images (with OCR support). These documents are also used by Transaction AI to improve recommendations, product matching, and event suggestions during transaction sessions.

• Config Converse

Configure complex products using natural language. Buyers can submit a configuration request through a prompt field on an administrator-designed landing page. The request is processed by an AI agent, which interprets the input and drives the product configuration session. For renewal scenarios, Config AI can reuse a previous configuration as a starting point, enabling faster upsell and cross-sell opportunities while maintaining continuity across renewal cycles. Using Config AI, you can:

• Submit product configuration requests using natural language through a prompt field on the landing page.
• Complete product configuration through a conversational interface within the buying experience.
• Design the Config Converse landing page using the ServiceNow CPQ layout editor with configurable elements such as text, images, fields, and a prompt component.
• Allow buyers to skip the landing page using a dismissal preference in the layout editor.
• Check for a predicted configuration after the initial buyer request. Apply it automatically when Smart Predict is enabled for both the tenant and the layout. Smart Predict must be enabled separately at the tenant level and at the layout level.
• Transaction edit history

Use the event start time column in the transaction edit history to help admins track the duration of individual transaction events.

• Price and quantity ramps in the CPQ Configurator

Use the ServiceNow CPQ Configurator to configure price and quantity ramps for subscription products with recurring pricing. View and manage ramp segments directly within the configuration session through a summary table and detailed modal. Apply quantity updates as a delta across segments from the effective date, and save all changes back to the source. Relaunch the configurator for ramped products to support MACD scenarios, with child lines inheriting the correct ramp associations.

• Manage quotes using the Quote AI Agent

Automating quote creation, product configuration, discount application, and client communication through the Quote AI Agent in Now Assist.

• Quote Experience in Sales CRM

Create and manage quotes in the Quote Experience within Sales CRM, a modern quoting interface built on the configurable ServiceNow quoting engine. Configure the quote layout with refined UI features. Users can build quotes, submit them for approval directly from the quoting experience, and advance them through configurable approval stages before an order is created. Approvals integrate with the standard ServiceNow approval engine.

• Approvals in the Quote Experience

Configure a complete approval framework for quotes in the Quote Experience in Sales CRM. Define approval workflows through configurable stages, rules, and trigger conditions that integrate with the standard ServiceNow approval engine. Set up the approver experience, including notification channels (email, in-app, and dashboard), escalation rules for overdue requests, delegation for approver coverage, and comment requirements for audit purposes. Approvers receive notifications through their configured channels and can review, approve, reject, or delegate requests directly from the quote record or approval dashboard before an order is created.

• Opportunity and quote synchronization

Enable sales users to designate a quote as the primary quote for an opportunity and synchronize its lines back to the source opportunity record. The Enable Sync and Disable Sync events, integration, rules, and fields are productized into the Sales CRM quoting experience. Only one quote can be primary at a time per opportunity.

• View documents in the tokenizer service vault

Use the Card data security container to display documents in the tokenizer service vault without storing sensitive documents in your ServiceNow instance.

• PAN display

Display, mask, or redact PAN values in the workspace with the Card data security container.

• Updated attachment panel

View external documents from card networks, acquirers, and merchants at the transaction level of a dispute, which are stored in the tokenizer service vault.

• Mastercard and Visa integration updates

Updated Mastercard and Visa actions and integrations to support document download in Card data security.

• Create support requests using Now Assist in Virtual Agent

Create support requests for healthcare IT, biomed, facilities, or environmental services departments through Now Assist in Virtual Agent conversationally. This workflow resolves missing or unclear details through clarifying questions and validates the request using the Care team operations case Intake and Care team operations case Creation AI agents and is available in Care Team Portal and Care Team Mobile.

• Care Team Operations Case Creation Voice AI agent

The Care Team Operations Case Creation Voice AI Agent enables care team members to create cases conversationally over the phone.

Note: For the Care Team Operations Case Creation Voice AI Agent to create cases, the Care Team Operations plugin for cases of that request type must be installed.

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases
• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

• Create support requests using Now Assist in Virtual Agent

Create support requests for healthcare IT, biomed, facilities, or environmental services departments through Now Assist in Virtual Agent conversationally. This workflow resolves missing or unclear details through clarifying questions and validates the request using the Care team operations case Intake and Care team operations case Creation AI agents and is available in Care Team Portal and Care Team Mobile.

• Care Team Operations Case Creation Voice AI agent

The Care Team Operations Case Creation Voice AI Agent enables care team members to create cases conversationally over the phone.

Note: For the Care Team Operations Case Creation Voice AI Agent to create cases, the Care Team Operations plugin for cases of that request type must be installed.

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases
• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

• Create support requests using Now Assist in Virtual Agent

Create support requests for healthcare IT, biomed, facilities, or environmental services departments through Now Assist in Virtual Agent conversationally. This workflow resolves missing or unclear details through clarifying questions and validates the request using the Care team operations case Intake and Care team operations case Creation AI agents and is available in Care Team Portal and Care Team Mobile.

• Care Team Operations Case Creation Voice AI agent

The Care Team Operations Case Creation Voice AI Agent enables care team members to create cases conversationally over the phone.

Note: For the Care Team Operations Case Creation Voice AI Agent to create cases, the Care Team Operations plugin for cases of that request type must be installed.

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases
• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

• Create support requests using Now Assist in Virtual Agent

Create support requests for healthcare IT, biomed, facilities, or environmental services departments through Now Assist in Virtual Agent conversationally. This workflow resolves missing or unclear details through clarifying questions and validates the request using the Care team operations case Intake and Care team operations case Creation AI agents and is available in Care Team Portal and Care Team Mobile.

• Care Team Operations Case Creation Voice AI agent

The Care Team Operations Case Creation Voice AI Agent enables care team members to create cases conversationally over the phone.

Note: For the Care Team Operations Case Creation Voice AI Agent to create cases, the Care Team Operations plugin for cases of that request type must be installed.

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases
• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

Create single or multi‑unit task plans for care teams to support ad hoc or recurring tasks. Multi‑unit work plans can include orchestration cases and tasks, while single‑unit work plans use care team cases and tasks. This feature helps teams coordinate work more efficiently across units and within their own teams.

Use the unified Care Team Work Management landing page to view and manage care team cases and care team tasks all in one place. This provides a streamlined and consistent experience across work activities for care team agents.

• Operational Rounding playbook

Use rounding templates with required fields and clinical checklists to standardize operations activities. The playbook generates one‑time and recurring rounding tasks across units using built‑in scheduling within the Healthcare Workspace. It supports completing task, capturing evidence, and tracking progress.

• Granular roles

Provide tighter security to HR data using the granular admin roles in Case and Knowledge Management.

Enable HR administrators to determine which users have access to HR cases within an instance based on COE security policies. HR administrators can also review the specific COE security policies that restrict user access.

• ER Consolidated List in HR Agent Workspace

Get a holistic view of all related tables for all the ER cases using the ER cases consolidated view in the Employee relations dashboard.

• Task dependencies for task plan templates

Define dependency relationships between template items in the [sn_task_plan_template_dependency] table, and upon applying the template, create and store the resulting task dependencies in the [sn_task_dependency_m2m] table to ensure controlled task sequencing through predecessor–successor relationships.

• Document References in Task Plan Templates

Add documents to Task Plan Template items, storing document references in the [sn_task_plan_template_document] table and making them accessible through form views and related lists based on template state and user permissions, ensuring secure and controlled document access aligned with template‑level permissions

Create and manage dependencies between template items using the supported dependency types. Users can apply a template at any time after the template is published. Validate dependencies using built‑in checks (including circular dependency validation) to help prevent invalid dependency definitions.

The following dependency types are supported:

• Finish to- start: the successor task starts when the predecessor task is completed.
• Start after start: the successor task starts when the predecessor task is started.
• Start together: both tasks start at the same time.

• ---

Provide a visual governance experience to define and manage user access enabling business process owners to configure relationships with clarity.

• Granular admin role

Assign the single feature-specific granular sn_change_admin role to users to grant permission to configure Change Management features and system properties. This role replaces the previous general admin and ITIL roles. The sn_change_admin role includes the sn_change_writer, change_manager, and sn_change_cab.cab_manager roles.

• Exclude change request records from conflict check

Exclude change requests from the conflict check process by setting the Exclude from conflict detection field to true. This setting also means that the change record is not displayed as a conflicting change when conflict checker is run on other change records.

• Create change templates

Control mandatory and read-only fields for change models by configuring change templates and defining template field policies. Change templates provide baseline standardization for common changes, making changes easier to create as well as driving a higher standard of change and compliance. Similar to the concepts used for existing standard change templates, templates used for change models can be proposed, reviewed, versioned, or retired.

• Enhanced data model for change templates

Use the enhanced data model that supports better categorization and role-based access for change templates for all change models automatically. This feature is optional for newly created standard changes.

This data model does not impact the existing standard change catalog and migration of these standard changes is not required.

• Gain insights from your billing data with the FOCUS standard for Microsoft Azure billing

Enhance your ability to manage cloud costs using the FOCUS billing standard that enables better insights. This feature helps you make more informed decisions. Additionally, you experience seamless processing of billing data across multiple Azure billing models such as:

• Enterprise Agreement (EA)
• Microsoft Customer Agreement (MCA)
• Microsoft Partner Agreement (MPA)
• View cloud cost data in your preferred currency for multiple cloud service providers

View your cloud cost data in your preferred local currency for better clarity and reporting flexibility. This capability enables you to view cost and usage details from multiple cloud service providers, including AWS, Azure, and GCP, in your selected currency.

• Get support for your Azure MPA model when operating under an MSP

Gain full visibility into your cloud costs and actionable insights for your Azure cloud spend when operating under an MSP. Additionally, the feature provides a centralized view to monitor cloud spend and manage budgets.

• Utilities Dashboard

Use the Utilities Dashboard tab within the Code Signing Health and Status dashboard to monitor signature status, detect configuration issues, and maintain the overall health of your Code Signing environment.

• Multiple signatures for a record across certificates

Leverage support for multiple signatures for records across different certificates, thus ensuring that valid signatures from any trusted source are recognized. Allow multiple signatures to be added to a record and have the system determine validity by evaluating all existing signatures from newest to oldest.

• Code Signing OOB Apps Signatures plugin

Use this plugin (com.glide.code_signing.oob_apps_signatures) to install build time signatures for all relevant records in trued-up ServiceNow® Store application versions.

• New key pair

A new cryptographic key pair is generated to strengthen the Circle of Trust and to ensure a secure signing process. You can see this key pair within the Key Pair and Certificates tab of the Code Signing Health and Status dashboard.

• Wild Card Purpose for KMF Signature Configuration

Use the "Wild Card Purpose" entry in the signature configurations to eliminate import warnings for script includes and business rules.

• Code signing for probes

Discovery now enforces code signing for probes, parameters, and sensors to guarantee authenticity, integrity, and secure execution on MID Servers. This update blocks unsigned or tampered payloads, provides signature validation, and strengthens compliance by helping prevent audit gaps without impacting discovery performance.

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases

• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

• Import tasks into CWM Boards using Now Assist

Reduce manual effort when onboarding existing work to CWM by importing tasks or stories from spreadsheets, documents, or images. Upload a file and Now Assist analyzes the data and proposes how each source column maps to a column on your Board.

Review and adjust the AI-proposed mapping, add source columns as new custom columns if needed, and preview the full task list before confirming. The import runs in the background and a workspace notification reports the outcome when it completes.

• Inline comments and email notifications in Docs

Streamline collaboration by enabling inline comments in Docs. Select text to add a comment, mention colleagues using @, and include hyperlinks by pasting URLs. You can comment on plain text, hyperlinks, dynamic data, and text inside table cells, and track discussions through threads, all without leaving the page or switching applications.

Email notifications with comment details, document name, workspace name, and document path are sent when a reply is added to your comment or when you're @-mentioned. Each notification includes a button that opens the document and navigates directly to the comment. Edit or delete your comments and choose to show or hide comment highlights. Users with read-only access can add comments and participate in comment threads.

• Team member roles for project work

View and update project and demand tasks directly in CWM using team member roles, installed alongside Collaborative Work Management.

The team member read role lets users view project and demand tasks and leave comments. The team member read-write role also lets users edit those tasks. Team members can view and manage the work assigned to them and their team through My Work and Connected Work in CWM.

• Formula columns in CWM

Gain deeper insights into your work by adding formula columns to your List view in CWM Boards. Create calculations that automatically compute values across your tasks, such as summing hours, calculating date differences, or deriving metrics from existing fields.

Build formulas manually using the Formula Builder panel, which guides you through selecting functions and referencing columns with inline suggestions. As you type, the builder validates your formula in real-time and displays clear error messages if corrections are needed.

You can accelerate formula creation with AI by describing your calculation in natural language. AI generates a valid formula that you can insert directly into the editor, saving you the time to manually build a valid formula.

• Kanban board filters

Save time finding the work that matters most by applying quick filters directly on your Kanban board.

As you adjust filter conditions in the header, the quick filter panel stays in sync, and vice versa. Your filter choices automatically apply to saved views and CWM Board templates, so the next time you open the board, your preferences are readily available.

• Scrum tasks

Improve sprint execution by breaking user stories into scrum tasks that make estimation easier and daily progress visible. These tasks appear as nested children in the List, Kanban, and Sprint planning views, so that your team sees how individual efforts roll up into the larger story.

Using AI to generate an initial set of scrum tasks based on your story descriptions, you can reduce the overhead of task creation. Trigger scrum task generation from the story form or from the Sprint planning view. The result is a relevant set of tasks to use as a starting point. You can then review, edit, and add the generated tasks to fit your team's workflow.

• Task dependencies and relationships

Increase visibility into how work is connected by linking related items directly in CWM and avoid switching context to track dependencies.

As these relationships surface across Kanban, List, and Gantt views with clear visual cues, you can improve planning confidence for your teams. Blocked items stand out at a glance, helping teams spot bottlenecks early, communicate delays quickly, and plan tasks in the right sequence.

• Image download from docs

Save images from your CWM documents directly to your device, making it easier to share or use them outside of the Docs environment.

• Smart assessment versioning of assessment templates

You can create a version of an existing compliance case assessment template to revise the questionnaire and response options, without disrupting assessments that are already in progress. New assessments use the latest published version of the template.

• Report a compliance case anonymously from the Anonymous Reporting Center

Employees can now use the Anonymous Reporting Center to report compliance violations such as fraud and embezzlement, workplace misconduct (harassment, discrimination), bribery and corruption, and other concerns without revealing their identity or location.

Accessed through the Employee Center, the Anonymous Reporting Center portal automatically logs users out to enforce anonymity, creates case records without mapping to employee identity, and provides a unique report key and report number for secure follow-up communication.

CAPTCHA‑based verification is used to authenticate submissions, and the system generates a report statement summarizing the case after submission. Employees can save a copy of their report for future reference. For security and confidentiality, the submitted information is not displayed again. Reports are routed to the appropriate compliance team based on the nature of the concern.

Throughout the investigation process:

• Investigators can request additional information through a comments system visible to the reporter
• Reporters can follow up on their case using their report key to check progress and respond to questions

• All interactions maintain reporter anonymity at every step; no identity or location data is ever captured or linked This enhancement enables organizations to build trust, mitigate risks before escalation, and ensures regulatory compliance with whistleblower protection requirements.

• GRC case summarization skill for compliance cases

After upgrading Now Assist for Integrated Risk Management (IRM) application to version 22.x, Compliance analysts can use the case summarization feature to quickly understand a compliance case without manually reviewing every field, attachment, or related list.Now Assist analyzes key case attributes—such as timelines, impacted areas, evidence, and actions—and generates a structured summary directly inside the compliance case.

This solves a common problem: case data is often lengthy, scattered across multiple related lists, and difficult for analysts to digest efficiently. Analysts can also save and edit summaries as case data evolves, ensuring the record stays current.

By consolidating all relevant information into a single, coherent narrative, Now Assist reduces investigation time, improves consistency across reviewers, and supports faster decision-making.

• UI interactions for declarative actions

Combine logic, script, and configurable UI with a UI interaction, and apply it from any page event or declarative action. When you use a declarative action to apply a UI interaction, you can extend a page without taking ownership.

• Activate the Wiz Asset Integration and identify resource types for import

Enhancements to the Wiz integration include:

• Starting with version 32.1 (USEM) and version 4.1 (non-USEM), the Asset integration is deactivated by default and is not a mandatory prerequisite for the other Wiz integration imports.

If you choose to activate it, the Asset integration will retrieve assets for all resource types if you don't specify the ones you want on the Asset Integration Configuration tab. To avoid importing vulnerability data you don't need, identify only the resources (assets) that you want to import with this integration.

• Resource Type is no longer a mandatory field for configuring the Vulnerability Response Integration with Wiz. You can now save Wiz configurations for the integrations without specifying a Resource Type, simplifying setup for use cases where specifying a Resource Type isn't appropriate.
• Tenable compliance test uniqueness key

You can now configure which identifier the system uses to uniquely match incoming Tenable compliance test records. Previously, compliance tests were identified by the check_id field, which caused records to be overwritten when multiple tests shared the same control identifier. You can now select the identifier that best matches how your Tenable data is structured (compliance_control_id, check_id, or compliance_functional_id), ensuring test records are accurately preserved during ingestion.

• Qualys parameter to ignore passed test results

Starting with v15.2.5 of Configuration Compliance, the ignore_passed_result integration instance parameter for the Qualys Integration for Security Operations has been added.

This parameter is set to false by default so that passed test results imported by Qualys are not ignored.

Set the parameter to true to ignore passed test results on import.

Note: If activated, this parameter does not impact closure of the test results. For example, if you activate the parameter, and a failed test result from a previous import has since passed, it will be closed correctly.

• AWS Integration for Security Exposure Management

The AWS Integration for Security Exposure Management supports integrations with the following AWS services:

• AWS Inspector is an automated vulnerability management service that continuously scans EC2 instances, ECR container images, and Lambda functions for software vulnerabilities (CVEs) and unintended network exposure. The Vulnerability Response integration with AWS Inspector imports host and container vulnerability findings from AWS Inspector.
• AWS Security Hub is a security service that is used to centralize and update security checks across AWS accounts. It provides a unified view of security alerts and compliance status by integrating with various AWS services. The Vulnerability Response integration with AWS Security Hub imports host, container vulnerabilities, and misconfigurations from AWS Security Hub.
• Optimized Tenable.io Compliance Results ingestion

Starting with v 6.1.3, the Tenable.io Compliance Results Integration is replaced by the Tenable.io Fixed Compliance Results Integration and Tenable.io Open Compliance Results Integration. Compliance results are now imported based on their status, optimizing ingestion performance and scalability for environments with large volumes of compliance data while keeping remediation and compliance tracking aligned with the current state of findings.

• Qualys Integration – API enhancements

The Qualys Vulnerability Integration has been upgraded to support newer Qualys API versions across Host Detection, Host List, Knowledgebase, PC Controls, PC Policies, and PCRS integrations. The integrations now ingest additional data fields, including vulnerability detection source, authentication privilege status, active status for controls and policies, and cloud metadata, giving you better visibility into your vulnerability and compliance data. Use the new posture_api_version integration instance parameter to choose between the default v2.0 APIs or the newer v5.0 streaming APIs for the PCRS Policy Host and PCRS Test Results integrations.

• Unified Microsoft Defender Integration for Security Exposure Management

The Microsoft Defender for Cloud and Microsoft Defender Threat and Vulnerability Management (MS TVM) plugins are now consolidated into a single plugin: Microsoft Defender Integration for Security Exposure Management. This consolidation deprecates the standalone Microsoft Defender for Cloud plugin. The unified plugin also introduces container image vulnerability ingestion from Microsoft Defender for Cloud, creating Container Vulnerable Items on your instance. A guided migration path is available to transfer existing data from the deprecated applications to the unified plugin.

• Remediation task rule execution mode

You can now choose how remediation task rules are evaluated during ingestion. The new Match First execution mode evaluates rules sequentially and applies only the first matching rule, assigning each finding to exactly one remediation task. The default Match All mode continues to evaluate all applicable rules.

• CMDB success advisor

Use CMDB success advisor to achieve Data Foundations and HAM target outcomes. The store app monitors and improves CMDB data quality through dedicated dashboards for principal CI classes and hardware assets, providing targeted recommendations and remediation actions to address data gaps. Access the dashboards directly from the Service Graph Workspace.

• CMDB Workspace v8.0

Create a CI with a lookup identifier entry that contains mandatory attributes in the CMDB Workspace. When you select a lookup identifier entry on the Required attributes page, you can set those mandatory attribute values for proper IRE processing. For more information, see Create a CI manually in CMDB Workspace.

• CMDB Workspace v9.0 (including Service Graph Workspace)
• Use Service Graph Workspace which is included in the CMDB Workspace store app, to view data, such as company, location, user, and CMDB data, using panels and dashboards. The Service Graph Workspace is specifically organized to help CMDB administrators, data owners, and analysts work with the CMDB. You can search the CMDB in Service Graph Workspace without having detailed knowledge of the CMDB data model by using contexts that are mapped to CI classes as navigation.
• Configure de-duplication remediation processes for related tables to turn off automated workflows, such as ignoring errors and skipping business rules, that might block referenced duplicate CIs from updating to the main CI. Skipping automated workflows for related tables enables de-duplication tasks, which would otherwise fail, to complete successfully. For more information, see Effects on related tables (such as Change) and Turn off workflows of related tables during remediation.
• Dynamic IRE

Use Dynamic IRE to accurately identify CIs across multiple data sources, and by so, minimize duplicate CIs. Dynamic IRE is applicable only to the Hardware [cmdb_ci_hardware] class and its descending class, using a dynamic identification process which eliminates the need to manually create and maintain identification rules.

• Simplify resolving de-duplication tasks by using a Now Assist for CMDB skill

Use the De-duplication task resolution assistant skill in the Duplicate CI Remediator to use preselected remediation options instead of manually making selections. An AI agent preselects the options to resolve the task, such as the choice of the main CI. Then, before initiating the remediation, you can review all suggested options with supported reasoning.

To use the De-duplication task resolution assistant skill, you must install the Now Assist for CMDB version v3.0.

• Quick start tests for CMDB

Run quick start tests after upgrades and deployments of new applications or integrations to verify that CMDB works as expected. If you customized CMDB, copy the quick start tests and configure them for your customizations.

• Activate the Wiz Asset Integration and identify resource types for import

Enhancements to the Wiz integration include:

• A link lets you navigate from the Wiz configuration module directly to the Configure VI Granularity module where you can configure the keys that generate Container Vulnerability Response findings.
• Starting with version 32.1 (USEM) and version 4.1 (non-USEM), the Asset integration is deactivated by default and is not a mandatory prerequisite for the other Wiz integration imports.

If you choose to activate it, the Asset integration will retrieve assets for all resource types if you don't specify the ones you want on the Asset Integration Configuration tab. To avoid importing vulnerability data you don't need, identify only the resources (assets) that you want to import with this integration.

• Resource Type is no longer a mandatory field for configuring the Vulnerability Response Integration with Wiz. You can now save Wiz configurations for the integrations without specifying a Resource Type, simplifying setup for use cases where specifying a Resource Type isn't appropriate.
• Enhancements to Container Vulnerability Response

The image repository name format for new and existing discovered container images in the Container Vulnerability Response application has been updated to align with the discovery format. Perform a complete import to view the registry/repository enhancements on existing and new records.

• The registry/repository format is supported for all third-party integrations including the Vulnerability Response integration with Palo Alto Networks Prisma Cloud Compute and Vulnerability Response Integration with Wiz third-party integrations.
• Appended all repositories that are associated with an image to the Repository field on records on the Discovered Container Image [sn_vul_container_image] table, which can help you see images from specific repositories.

• The default integration instance parameter for configuring finding keys for the Container Vulnerability Integration includes src_ci, vulnerability, package, image_layer, and image_repository. Added the source_id column to the Container Image Finding [sn_vul_container_image_findings] table. Mapped the id attribute from imports to the Source id field on findings records for all third-party integrations including the Vulnerability Response Integration with Palo Alto Networks Prisma Cloud Compute and Vulnerability Response Integration with Wiz third-party integrations.

• AWS Integration for Security Exposure Management

The AWS Integration for Security Exposure Management supports integrations with the following AWS services:

• AWS Inspector is an automated vulnerability management service that continuously scans EC2 instances, ECR container images, and Lambda functions for software vulnerabilities (CVEs) and unintended network exposure. The Vulnerability Response integration with AWS Inspector imports host and container vulnerability findings from AWS Inspector.
• AWS Security Hub is a security service that is used to centralize and update security checks across AWS accounts. It provides a unified view of security alerts and compliance status by integrating with various AWS services. The Vulnerability Response integration with AWS Security Hub imports host, container vulnerabilities, and misconfigurations from AWS Security Hub.
• Unified Microsoft Defender Integration for Security Exposure Management

The Microsoft Defender for Cloud and Microsoft Defender Threat and Vulnerability Management (MS TVM) plugins are now consolidated into a single plugin: Microsoft Defender Integration for Security Exposure Management. This consolidation deprecates the standalone Microsoft Defender for Cloud plugin. The unified plugin also introduces container image vulnerability ingestion from Microsoft Defender for Cloud, creating Container Vulnerable Items on your instance. A guided migration path is available to transfer existing data from the deprecated applications to the unified plugin.

• Configure Image Vulnerability keys for Container Vulnerability Response CVIT creation

Configure records on the Configure Image Vulnerability Keys [sn_vul_container_image_vulnerability_keys] table in your ServiceNow AI Platform® instance for the Image Vulnerability Keys that create container vulnerable items (CVIT)s.

• The Universally Unique Identifier (UUID) provided by Wiz is now mapped as the detection key for the Wiz Host Vulnerability integration.
• AWS ECS (Elastic Container Service) and AWS EKS (Elastic Kubernetes Service) environments are supported.
• Cluster and Service are supported for AWS ECS environments.
• Namespace, Registry, and Service are supported for AWS EKS environments.
• Choose either Scanner (third-party scanners) or Discovery (Configuration Management Database (CMDB)) as sources for data import for AWS ECS and AWS EKS.

Note:

If you choose Discovery as the data source, the Populate image relationships scheduled job runs daily to pre-import cluster and service details, and you should schedule your third-party integration runs at least 4 hours after this scheduled job is completed to verify that the pre-import data is available. This job is activated by default, but you must set the schedule so it runs before your scheduled third-party integration runs.

For new customers only: The system property, sn_vul_container.image_relationship_mapping_months sets the number of previous months (1-12) that you want your third-party integration to look for container image updates when processing relationship mappings. This data is used to filter images by the sys_updated_on field. The default setting is three months. After you configure the integration run, relationship mapping is created for images which have been scanned in the last 90 days and present in discovered container images.

• Column labels on the Container Vulnerable item [sn_vul_container_image_vulnerable_item] table are updated to support the scanner and discovery options, depending on your choice on the Configure Image Vulnerability Keys configuration page: - Cluster (Scanner) Namespace (scanner), and Service (scanner) for scanner data - Cluster (Discovery), Namespace (Discovery) and Service (Discovery) for Discovery

• Support for exporting and importing the OSCAL Assessment Results (AR) model

After upgrading to version 22.3.3, Continuous Authorization and Monitoring supports import and export of OSCAL data for Assessment Results (AR) format.

• Skip attestations configuration for controls within a package

After upgrading to version 22.3.3, skip the attestation stage at the package level and move controls directly from Draft to Review without completing the attestation workflow.

• Control tailoring request enhancements

After upgrading to version 22.3.3, control tailoring requests support changes to overlay controls. You can add new overlay controls or modify existing ones within a control tailoring request.

• OSCAL export and import enhancements

After upgrading to version 22.0.2, OSCAL import and export support additional details for various records, including status, frequency, weighting, implementation statement, control tailoring requests, overlays, and activities.

• Support for exporting and importing the OSCAL Assessment Plan (AP) model

After upgrading to version 22.0.2, Continuous Authorization and Monitoring supports import and export of OSCAL data for Assessment Plan (AP) format.

After upgrading to version 22.0.2, make incremental changes to control sets while preserving the state of unchanged controls without having to reset the entire package life cycle. Supported modifications include adding new controls, marking controls as not applicable, changing control allocation (baseline to inherited or hybrid), and modifying inheritance configurations.

After upgrading to version 22.0.2, Controls can inherit individual control requirements from multiple Common Control Providers (CCPs) across different authorization packages. Previously, inheritance was limited to a single provider per control, which required creating duplicate inherited controls when requirements came from different sources.

• Control grid view

After upgrading to version 22.0.2, edit implementation statements and attestation respondents directly in a hierarchical data grid through the Controls tab in an authorization package.

• Control tests grid view in Engagements

After upgrading to version 22.0.2, toggle between traditional related list and hierarchical data grid on the Control tests tab. Changes to assessment procedure effectiveness automatically cascade to parent control test effectiveness.

Package detail forms now use a structured vertical layout instead of the previous horizontal tab arrangement.

• CAM workflow configuration enhancements

After upgrading to version 22.0.2, configure control button visibility, UI page access, and related list actions across different workflow steps. Previously, related list actions (such as add or remove buttons for information types or baseline control actions) required manual scripting to support custom workflows.

The following new state model attributes have been introduced:

• Required Authorization Documents Page
• Required Overlay Page
• Required Information Type Actions
• Required Baseline Actions
• Required Overlay Actions
• Request Control Tailoring
• Generate OSCAL AP
• Generate OSCAL AR

• Configure Core Business Suite using Now Assist

Use a guided flow to set up the CBS.

• Configure Core Business Suite using guided setup

Use the new CBS home page to initiate installations of different applications across BUs in one place. Track setup progress and receive guided configuration support from a unified product console. You can install and configure applications according to your business requirements.

• Now Assist requester experience

Provide your employees with the AI-native requester experience in CBS.

• Australia Patch 3Employee Slate for Core Business Suite

Provide your employees with a consolidated view of the Employee Center widgets with a conversational interface on Employee Slate. Raise issues, ask for information, or submit business unit-specific service requests conversationally. Employee Slate is the default employee support portal for CBS.

• Core Business Suite setup on Product Hub

Install your CBS application directly from Product Hub, depending on your subscription tier.

• CBS requester role enhancements

Automate assignment of the CBS requester role to enable admins reduce repetitive, manual work of assigning the role to each new employee.

• View Core Business Suite Analytics

Access all CBS customer insights in one place to monitor and review request activity across departments, both detailed and in AI-enabled summaries on the Core Business Suite Analytics Dashboard.

• Derived priced products

Reflects dynamically calculated prices, ensuring consistency with underlying pricing logic and improving accuracy across contract‑driven workflows.

• Contracts consolidation

Enables users to merge multiple customer contract lines into a single consolidated renewed quote line. Users can also merge two renewal quotes for two different contracts into a single renewal quote. This capability will improve operational efficiency across multiple renewal by eliminating reducing duplication.

• Contracts hierarchical list

Enable agents to view contract lines under a customer contract record as a collapsible hierarchical list, making it easier to apply workflows at the appropriate root level and navigate complex product offering hierarchies.

• Contract renewal performance improvements

Reduce processing time for large-scale renewals by enabling asynchronous processing for contract renewal workflows across quotes, orders, and opportunities.

• Early renewal and termination of ramped contract lines

Enables users to process early renewals and early terminations on contract lines that have ramps.

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• Preliminary troubleshooter agentic workflow

Processes task requests that require payment status, contextual information from similar cases and Knowledge Base articles.

• Now Assist for Telecommunications, Media and Technology (TMT) AI agent collection service test and repair agentic workflow

Runs the test groups that are mapped to a task and creates repair tasks for the failed test runs. This workflow also updates the consolidated summary in work notes and runs autonomously in the background without any user interaction.

Australia Early Availability

• Alternative dispute resolution management

Use the ADR case type to capture complete case details and manage investigations and resolutions while enforcing Service Level Agreement (SLA) compliance. You can also maintain audit and Root Cause Analysis (RCA) history and generate deadlock letters for customer or partner communication.

• Generate resolution notes for ADR case

Generates resolution notes for a customer dispute in the Alternative Dispute Resolution (ADR) case record.

• Analyze the sentiment of a service problem case using Now Assist for TMT

Analyze customer sentiment on the case records that are linked with the customer dispute. This skill enables you to select the relevant linked records for ADR case record.

• Summarize the linked records using Now Assist for Telecommunications, Media and Technology (TMT)

Generates a comprehensive summary the case records that are linked to the customer dispute in the ADR case record.

• Generate a deadlock letter using Now Assist for TMT

Generates a deadlock letter details for a customer dispute in the ADR case record. You can generate the deadlock letter when the customer rejects the complaint resolution and opt for legal procedures.

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• Customer Discovery Hub

Customer Discovery Hub provides a structured way to capture and preserve customer business context from pre-sales through the post-sale handoff. Sales teams document business needs, challenges, expectations, and use cases that automatically carry forward to engagement records, giving customer success managers immediate insight into customer objectives and success criteria.

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• Adaptive desktop actions

Use adaptive desktop actions in Customer Success Management to test prompt-driven models on your workflows.

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• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases
• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

Australia Early Availability

• Squad resource identifier

Recommend internal experts based on engagement context, skill set, region, and real-time availability. Assist customer success teams to quickly identify and connect with the right individuals to support success plays, initiatives, or critical escalations, helping to ensure faster and more effective collaboration across engagements.

• Product release email communication

Automatically draft, refine, and publish release announcement emails. It identifies the right stakeholders, helps to ensure consistent messaging, and streamlines distribution.

• Recommend risk signal solutions

Monitor solution records linked to risk signals and automatically sync updates back to the original risk signal record. Notify customer success managers with a summarized status, and prompt them to close resolved risks.

• Generate product adoption roadmaps using Now Assist

Use generative AI to create product adoption roadmaps by analyzing customer characteristics, identifying similar products, and matching customer goals. Provide contract-level insights to support more effective renewal conversations and expansion opportunities.

• Support renewals and expansion

Analyze renewal readiness automatically by evaluating health scores, product usage, and value achievement metrics using the Renewal Insight Engine.

• Product adoption roadmap

Enable customer success managers to create structured roadmaps that can guide customers through adoption of purchased products based on business value and current adoption scores. The planner supports two planning levels—Product (strategic) and Capabilities (tactical)—with sequencing to establish clear adoption pathways.

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• Delivery note upload for quantity dispute validation

Provide customers an option to upload a delivery note during invoice case creation so that the invoice dispute intake assistant AI agent can instantly validate quantity disputes and resolve the issue without human intervention.

• Automated email notifications for order cases

Keep your customers informed by sending automated emails when the manage order operations AI agent opens an order case from a Business Portal chat conversation and when the case is closed with a successful resolution. The closure email includes the resolution details, and the quote details when a quote was generated for the case. Order cases that are created through the voice channel don't trigger email notifications.

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• Resume and submit invoice cases in draft state

Enable customers to resume working on an invoice case that they couldn't finish submitting in a previous session. They can use the Process tab on the Standard Ticket page to continue editing invoice case and invoice case line disputes, then submit for further processing.

• Context-aware invoice case line list view

Enable customers to review invoice case line details that are relevant to how their case was created. The Business Portal displays request source-aware columns in the invoice case line list view, showing specific details when a case is raised for a single invoice or when it spans multiple invoices.

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• AI-powered invoice case management for customers

Enable customers to report invoice disputes through an AI-powered virtual assistant on the Business Portal. Customers can describe quantity-related discrepancies through natural conversation. The assistant validates details, creates cases, and autonomously resolves eligible disputes by issuing credit notes or replacement orders or connecting customers with a human agent when needed. Interaction channels include chat and voice options.

• Invoice dispute intake with voice assistant

Enable customers to report quantity-related invoice disputes using voice commands through an AI-powered voice assistant on the Business Portal. Customers can describe discrepancies through natural speech and the assistant captures dispute details to create invoice cases or connects customers with a human agent.

• Human agent handoff with context transfer

Help customers to escalate complex disputes seamlessly to a live agent. The full conversation context, including invoice details, dispute reason, and prior AI actions are transferred to the CSM/FSM Configurable Workspace, enabling live agents to continue without asking customers to repeat information.

• Now Assist for invoice case resolution

Help accelerate invoice dispute resolution by surfacing similar cases and common resolution patterns in the Now Assist panel. Agents can request help with an invoice case to view how similar disputes were resolved, reducing research time and improving consistency.

• Automated email notifications for invoice cases

Keep customers informed with automated email notifications at key points in the invoice case life cycle, including case creation confirmation, resolution details with credit note or replacement order information, and the next steps for cases requiring human review.

Australia Early Availability

• Invoice management on Business Portal

Enable your customers to view invoices and invoice line details directly on the Business Portal, providing transparency into quantity, billing location, shipping location, and sold product information.

• Invoice case creation through playbook experience

Provide self-service capability to your customers to create invoice dispute cases directly from the Business Portal for quantity, pricing, or date discrepancies using a guided self-service experience, supporting both single invoice and multiple invoice scenarios.

• Invoice case management on Business Portal

Enable your customers to view and track invoice cases on the Business Portal, reducing support inquiries and keeping them informed on dispute resolution progress.

• Search and discovery

Find data assets across your organization using keyword search, filters, and faceted browsing in a unified self-service interface. Browse assets by type, domain, tag, or owner, and preview schema and sample data directly from search results to evaluate assets without opening each record.

• Asset details and relationships

View comprehensive details for each data asset including schema, field descriptions, ownership, data classifications, and data relationships, including lineage.

• Business glossary

Define and manage business terms and associate them with data assets to establish a shared vocabulary across teams. Link glossary terms to catalog assets so that business and technical users understand the meaning and context of data using consistent, organization-approved definitions.

• Metadata collectors

Automatically collect and synchronize metadata from external data platforms using metadata collectors. Collectors support 14+ platforms including Snowflake, BigQuery, Databricks, dbt Cloud, Tableau, Power BI, and Fivetran. Schedule collection runs or trigger them on demand to keep catalog content current as source systems evolve.

• Tags and domains

Organize and classify data assets using tags and domains to reflect your organization's structure and governance policies. Apply tags to individual assets or in bulk. Group assets into domains to control visibility and delegate stewardship to responsible teams.

Automatically collect and synchronize metadata from Amazon S3 using metadata collectors.

Automatically collect and synchronize metadata from Teradata using metadata collectors.

• Data quality for data assets

Review data quality information for table and column assets directly in the Data Catalog. The Overview tab surfaces a quality summary — overall status, rule count, passed rules, and last evaluation time — and the new Quality tab lists each rule with its source, asset type, category, status, and last run time. External data quality tools submit rule results through the Data Quality API.

• Classifier field for columns

View column-level classification directly from a data asset's Columns tab. The new Classifier field shows the classification assigned to each column by the ServiceNow collector, or displays null if classification hasn't run on the table. Access to this feature depends on your entitlements.

• Email notifications for owner and steward assignments for data assets

When you add or remove an owner or steward on a data asset, the system sends an email notification to that user.

• Clone metadata collector connections

Clone an existing metadata collector connection to create data source connection faster. When you clone a connection, the system copies the connection type, collection settings, filters, and advanced parameters to a new connection record with an auto-generated name. Sensitive information is not carried over. Update credentials and any other environment-specific details before activating the new connection.

• Data quality for data assets

Review data quality information for table and column assets, including the overall data quality status, the total number of rules, the number of passed rules, and any quality badges awarded to the resource. View each rule with its source, asset type, asset name, category, status, and last run time, and filter or search to locate a specific rule. External data quality tools submit rule results through the Data Quality API.

• Azure Data Factory metadata collector

Automatically collect and synchronize metadata from Azure Data Factory using metadata collectors.

• Archive data in object storage

Store archive records and attachments in columnar format in an object storage outside the primary instance, freeing up primary storage and improving query performance for active data. The object storage is exclusive to RaptorDB Professional V2.

• Data Management rules wizard

Create and manage your archive, cleanup, and one-time delete rules in the Data Management Console.

• Restore archive records in bulk

Search for archived records and restore them in bulk to live tables from the Data Management Console.

• Granular admin role

Enable administrators to perform basic Data Management tasks by granting the data_mgmt_tools_admin role instead of the full admin role.

• Configuring a contact as a consumer

Model a single user who functions as both a contact and a consumer within your customer data structure. This capability improves administrative efficiency by reducing the overhead of creating and maintaining multiple user records for the same individual. It also provides a unified experience, eliminating the need to switch logins across different personas.

• Granular administrative roles for Customer Data Foundation

Implemented administrative roles that provide fine-grained access control across CDF. These roles can be assigned to administrators and other personas based on job functions and security requirements. It includes the following capabilities:

• Added 25 admin roles with specific read, write, create, and delete permissions.
• Updated Before you begin sections across all Customer Data Foundation configuration topics with role prerequisites.
• Improved security compliance through role-based access segregation.
• New fields in the Customer Account table

Added the following fields to the Customer Account (customer_account) table to improve business identification and record management:

• DUNS Number: Store the Data Universal Numbering System (DUNS) identifier for business accounts to support data enrichment and third-party integrations.
• Active: Indicates whether an account record is active for filtering and workflow purposes.
• Description field added Customer Data Foundation configuration tables

Added a Description field to the following Customer Data Foundation (CDF) configuration tables to capture additional details about each record:

• Related Party Configuration [sn_customerservice_related_party_configuration] table
• Responsibility Definition [sn_customerservice_responsibility_def] table
• Responsibility Access Configuration [sn_customerservice_responsibility_access_config] table
• Billing accounts data model enhancements

Grant contacts and consumers access to billing accounts through the related parties data model, using out of base system responsibilities and roles.

• Service Model Foundation Granular admin roles

Added new granular admin roles to enable targeted permission assignments based on functional responsibilities, replacing broad admin access.

• Add related parties to an install base item

The Sold product is enhanced to support Related pricing.

• Adding related parties to a sold product

Use flexible price and quantity ramps that adapt over a product’s lifecycle, enabling time-based pricing, segment modifications during post-sale workflows, and accurate calculations across multi-year contracts.

• Sold product form

Use scheduled jobs to update the state of the Sold product based on start and end dates. Ensure that sold products follow clear start and end dates with automatic state updates, giving customers fair access, predictable billing, and reducing errors through accurate lifecycle management and delta pricing.

• Sold product form

Billing Account support on Sold Products to give agents immediate financial context, streamline billing‑related case resolution, and improve billing accuracy and transparency for customers and enterprises.

• Business Organization Self Contributor persona

Create and track service cases for themselves, and for sold products and install base items at a business location that are assigned to them, using the Business Organization Self Contributor [sn_bus_loc.business_org_self_contributor] role. This role is available to frontline, field, and location-based workers. A new Buyer Organization Member field on the sold product and install base item lets managers associate these records with specific members.

• Hierarchy-scoped access for business organization members

Grant business organization members hierarchy-scoped access across child locations with administrator or manager-controlled exclusions using a new organization hierarchy responsibility, Organization Hierarchy Contributor [org_hierarchy_contributor]. Two new fields control the scope: Excluded Locations on the assignment, and Restricted on the business location.

• Create Return Merchandise Authorization case lines

Enable agents to initiate return requests directly from sold product records along with install base items. Return cases automatically map order and product details to the case, giving users an end-to-end visibility into their returns and reducing processing times.

• Proactive Customer Service Operations

Event management operators now have a dedicated customer service management role for access control when setting up new installations. The access to customer data for event management operators is granted through a limited scope role (sn_pro_cs_ops.csm_evt_mgmt_stakeholder) instead of the global platform role (evt_mgmt_operator) role.

• How life-cycle values for Asset, CI, and IBI are synchronized

Configure a model category as a product instance to enable the system to synchronize the life cycle values between asset and install base item using the life cycle stage and life cycle state status values.

• Real-time alerting and blocking of sensitive data

Analyze user input in real time at the field level to identify sensitive data and alert users about potential sensitive data entry. You can also choose to block users from saving this information.

• Data logs for real-time sensitive data

Leverage real-time alerting and blocking capabilities to obtain insights into where sensitive data is being entered into the instance and by which users.

• Real-time sensitive data-scanning for attachments

Scan attachments for sensitive data during user uploads into fields. If sensitive data is detected, the attachment is quarantined. This restricts the access and download of the file to the original document owner and authorized users until the admin reviews the files.

• New Named Entity Recognition (NER) model data patterns

Employ new AI/ML-based model data patterns (Address, City, State, Country, Job Position, and Salary) to detect and anonymize sensitive data.

• Anonymization support for catalog variables

Anonymize sensitive data in catalog items (including record producers) using anonymization jobs (in production and during cloning).

• New base system Regular Expression (RegEx) data patterns

Employ new base system regular expression data patterns to detect and anonymize sensitive data in line with global compliance requirements.

• Enhanced anonymization reporting

Demonstrate defensible compliance to regulators, auditors and internal teams using the new anonymization dashboard to provide quantitative insights into anonymization and data protection operations.

• Data interfaces

Define durable, schema-based contracts that provide a consistent access layer for data consumers in analytics, workflows, and AI applications. Data interfaces support multi-source composition through UNION and JOIN operations and maintain schema stability so that downstream consumers are protected from breaking changes when underlying source systems change. Control access to data interfaces using ServiceNow role-based access control and ACLs.

• Data products

Create reusable, business-aligned data entities built on data interfaces with defined ownership, lifecycle management, and metadata. Package and govern data assets as publishable collections that consumers can discover in the Data Catalog and request access to through governed workflows. Control access to data products using ServiceNow role-based access control and ACLs.

• Zero Copy Connectors

Access data from external systems in place without replication using federated queries with pushdown query execution. Query sources such as Snowflake, Databricks, and native ServiceNow data in real-time or near-real time without moving data into your instance.

• Catalog-First Authoring Experience

Discover and onboard data assets directly from the Data Catalog and create data interfaces and data products from catalog assets without switching contexts. Build on catalog-registered data sources to improve reuse and reduce duplication of data efforts across your organization.

• New granular roles for administration

Several new granular roles enable developers to complete administrative and configuration tasks without requiring the full admin role.

• Support for separate indices for AI Search

AI Search (AIS) now maintains separate indices for each sandbox environment, ensuring development activities that rely on AIS are correctly supported.

Note: The AIS integration with Developer Sandboxes is supported only on non-production environments.

• Reviewing top processes by resource usage in incident investigation with DEX

Service desk agents can now view automated snapshots of the top 10 CPU and memory-consuming processes directly in the Investigation tab of incident records. The snapshots that are captured every 30 minutes are initially triggered when an incident is created and a configuration item is tagged. You can refresh and filter snapshots over different time ranges and monitor processes causing device issues.

• DEX issue diagnosis and resolution agentic workflow

Service desk agents can diagnose and resolve Zoom call quality issues using the DEX issue diagnosis and resolution agentic workflow, which integrates Zoom-specific diagnostics that correlate device, network, and application data.

• Event monitoring with DEX

Monitor system events on Windows and macOS devices to track critical system events available with your base system, configure additional events to monitor, and review collected event data stored in your ServiceNow instance.

Monitor system-level events, such as application crashes, unexpected shutdowns, disk space warnings, failed login attempts, and service failures. The DEX agent captures event data directly from managed endpoints. Activate or deactivate events or add custom events to extend monitoring beyond the base system catalog.

Generate an insights report from event log data collected by the DEX agent.

Save useful queries as named reports in the Insights reporting area to preserve them for future use. After you save a report, it appears in the left navigation panel for quick access. IT operators, L2 analysts, DEX engineers, and administrators can save, name, and retrieve reports. Role-based access controls restrict save and retrieval operations to the DEX Engineer and Administrator roles.

• AI-powered root cause analysis for Zoom call quality issues

Use Now Assist for Zoom call issues to identify the root cause of call quality degradation and review the supporting metric evidence for deeper insight. The analysis highlights the contributing device and network factors directly in the Zoom call quality view. Get the real-time guidance, including device ready remedial actions, contextual self-help instructions, and relevant knowledge articles to help resolve the issue efficiently.

• Get AI driven insights for boot time performance

Monitor device boot time to identify slow start-up issues and use Now Assist to investigate the root cause and get suggested resolutions, including remedial actions, self-help instructions, and knowledge articles to resolve boot performance problems quickly.

• View GPU device metric details

Monitor GPU and VRAM (Video Random Access Memory) usage on the Device page to assess graphics performance and identify bottlenecks. GPU usage shows the percentage of graphics processing capacity in use, while VRAM usage highlights memory consumption for graphics intensive workloads. These metrics help detect rendering issues, memory intensive applications, and performance degradation enabling faster investigation and resolution of GPU related device problems.

• Applications

Monitor application performance by application version to accelerate incident resolution and improve deployment quality. This enables the Service desk agent in faster root cause analysis and data-driven deployment decisions improving the overall end-user experience.

• Bulk Remediation for Impacted Devices

Select multiple impacted devices from the Insights page and apply remedial actions in bulk. Service desk agents can now resolve issues across multiple devices simultaneously, improving productivity and reducing manual effort.

• Digital End-User Experience Remedial Actions

The DEX base system includes the new remedial action Sync device to Intune.

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases
• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

• May Store Release: New data fields for Mastercard chargeback eligibility rules

New data fields sourced from the Mastercard authorization API and Mastercard clearing API have been added to support the expanded eligibility rules. Fields sourced from the Mastercard authorization API are available on the Financial Transaction Authorization table. Fields sourced from the Mastercard clearing API are available on the Financial Transaction table.

New fields on the Financial Transaction Authorization table:

• adviceReasonCode
• banknetDate
• merchantAdviceCode
• originalMessageTypeIdentifier
• pinServiceCode
• retrievalReferenceNumber
• stan
• transactionAmountLocal

Note: This field already exists in the Financial Transaction table and is being extended to the Financial Transaction Authorization table in this release.

• transactionAmountUsd

• transmissionDateAndTime New fields on the Financial Transaction table:

• businessServiceIdCode

• cardDataInputCapability
• cardholderAuthenticationCapability
• servicecode
• July Store Release: New data field for Mastercard chargeback ineligibility rule assessment

A new Mastercard data field programRegistrationId has been added to the Financial Transaction table to support chargeback ineligibility rule evaluation for RC 4853 Cardholder Disputes sub-categories. The field is sourced from the Mastercard clearing API.

This field identifies the program registration associated with a clearing transaction. The field displays both the program code and its description. Supported values include codes for person-to-person transfers, business disbursements, government and non-profit disbursements, merchant-presented QR transactions, and other Mastercard Send program types.

• July Store Release: New input variables for Mastercard chargeback ineligibility rule assessment decision tables

New input variables have been added to support updated chargeback ineligibility rule evaluation for RC 4808 Authorization sub-categories. The following computed values are used as decision inputs across the Required Authorization Not Obtained, Expired Chargeback Protection Period, Stand-in or X-Code Approval after Issuer Decline, CAT 3 Devices, and Transit First Ride Risk Framework Claims decision tables:

• transit_clearing_amount_sum — the sum of local transaction amounts for matching transit clearing transactions, used to evaluate UK domestic contactless transit split-clearing ineligibility conditions.
• cpd_minus_declined_transit_auth_date_time — the number of days between a declined transit authorization and the chargeback protection date (CPD), used to assess TFRR/FRIL eligibility windows.
• financial_local_txn_amt_minus_auth_local_txn_amt — the difference between the financial and authorization local transaction amounts, used for RANO authorization amount difference conditions.
• July Store Release: New Mastercard dispute sub-categories

The following new Mastercard dispute sub-categories are available:

• Installment Billing Dispute-Participating Countries (RC 4850)
• Cardholder Dispute-Not Elsewhere Classified-United States Domestic (RC 4854)

• Special Condition Indicator field

A new Special Condition Indicator field on the Financial Transaction record identifies transactions involving non-fiat currency, non-fungible tokens (NFTs), and related digital assets. The chargeback eligibility rules engine uses this field to apply the correct dispute conditions for RC 10.4, RC 13.1, and RC 13.3.

• New dispute intake questions for digital asset transactions

Two new questions have been added to the Visa dispute intake questionnaire to support the updated eligibility rules for non-fiat currency and NFT transactions.

• For fraud disputes where the Special Condition Indicator is 2, 3, 4, or 7: ask whether the cardholder claims they were deceived into sending non-fiat currency or an NFT to a fraudulent recipient.
• For consumer disputes filed under RC 13.3 (Not as Described) involving a non-fiat currency or NFT purchase: ask whether the cardholder has evidence that the merchant guaranteed or promised the asset would increase in value.

• Document Management components in Workspace

Organize, access, and collaborate on files efficiently with unified Document Management in Workspace through intuitive folder structures, streamlined cloud integration, one-click actions, and embedded workflows.

• Granular admin roles required to secure the instance

Enable developers and administrators to complete administrative configuration tasks for Document Services without requiring the full admin role.

• AI Agent for Domain Visibility Management

Use the new AI agent to manage domain visibility through natural language conversations. Domain administrators can ask the agent to query visibility by user, validate that visibility is not redundant or oversized, and take direct actions to add or remove visibility settings. The agent supports end-to-end workflows so administrators can complete multistage visibility management tasks without leaving the conversational interface. Install the Domain Separation AI Agent plugin to enable this capability.

• Global Domain Upgraded Process Overrides Report

System and domain administrators can now track and review process overrides that are affected by global process upgrades. A new admin dashboard provides a comprehensive list of impacted overrides with filtering and sorting by date and process type. Use the scriptable API to build custom integrations or automations on top of the override tracking data.

• Domain Visibility Performance Improvements for Large MSPs

Domain visibility queries now complete in under one second on average — a 70% reduction from the previous 3.2 second average for large instances. A new query optimization replaces multiple OR conditions with a single IN clause on the domain ID for instances that exceed the configured domain collection size threshold. All 785 Domain Separation customers benefit from faster queries, with the greatest impact for the 20 customers operating 10,000 or more domains.

Replaces traditional browse navigation with an AI-powered search bar and personalized canvas, supporting service delivery across departments.

Provides a homepage centered on an AI-powered search bar with five configurable widgets: To-dos, Employee Communications, Trending Content, Quick Links, and Holiday Calendar.

• Interactive split view

Displays content alongside the conversation for seamless interaction with forms, articles, and tasks.

Employees can drag, drop, resize, and remove widgets; administrators can lock widgets to keep critical information visible.

Consolidates tasks, requests, approvals, and to-dos from multiple departments and external applications, with AI summaries from Now Assist.

Displays organizational hierarchies with employee details and supports contextual AI questions through Now Assist.

Displays targeted banner announcements on the homepage, linked to knowledge articles or other resources.

• Visual content authoring

Provides a content library accessible from the profile icon where authors can create, filter, and publish announcements, with Now Assist generating content from a prompt.

Delivers 14 pre-configured notification types for approvals, tasks, and requests, with support for bulk actions and grouping.

Applies a logo, primary color, and accent color consistently across the portal, Moveworks, and Now Assist experiences, with a live preview panel.

• AI-powered widget builder

Builds custom widgets through a prompt-driven interface using a model context protocol (MCP) with built-in design components and accessibility support.

Tracks session details, page visits, and widget interactions in a dedicated Employee Slate destination within User Experience Analytics. Measures announcement impressions, clicks, and top-performing content through the communications analytics dashboard in User Experience Analytics.

• Search and chat

Integrates search results directly into chat responses, with a side panel for filtering and exploration across all configured connectors. Chat pre-fills catalog form fields from conversation context and opens forms in split view for review and completion.

Searches documents across enterprise systems including SharePoint, OneDrive, Google Drive, Slack, and Outlook through the Moveworks assistant.

Provides time-aware information through calendar management with My Calendar widget in Canvas displaying the meetings from your schedule. And the Upcoming Holiday widget displays the next relevant holiday on the home page.

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases
• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

• Manage Field Encryption Enterprise with an enhanced Administration interface

Configure encryption settings, monitor key usage, and streamline administration for Field Encryption and Field Encryption Enterprise with the following features:

• Simplify key rotation and policy updates.
• Access encryption status and audit details.
• Navigate improved layouts for faster configuration.
• Integrate External Key Management Service (EKMS) with Encryption Modules

Configure and manage encryption keys externally through EKMS integration with an enhanced encryption framework, which enables you to:

• Hold encryption keys outside the instance for improved security.
• Perform key rotation and revocation with automated security tasks.
• Manage EKMS configurations and enforce the immutability of critical fields after they're active.
• Simplify rekeying following instance clone and restore operations.
• Monitor key state transitions, encrypted cache, and node-to-node communication.
• Access UI improvements for configuration visibility and error handling.
• Benefit from telemetry and performance-tested operations.

Australia Patch 4

• Now Assist for Enterprise Architecture (EA) enhancements

Added support for third-party LLM models: GPT-5.4 mini and Gemini 3.5 Flash

Australia Patch 3

• Enterprise Modeling and Visualization enhancements
• Align and distribute shapes in a modeling diagram: - Align two or more selected shapes using the alignment options on the diagram toolbar (Align left, Align center horizontally, Align right) or the More alignment options menu (Align top, Align center vertically, Align bottom). - Distribute three or more selected shapes at equal horizontal or vertical spacing using the Distribute horizontally and Distribute vertically options.

For information, see Align and distribute shapes in a modeling diagram.

• Shape preview popover in the Shapes panel: When you hover over a shape icon in the Shapes panel, a preview popover appears to the right of the panel showing a larger view of the shape and its label.
• Bi-directional connector ports across shape libraries: Connector ports on the following shape libraries are bi-directional. You can use any connector port—top, bottom, left, or right—as either an input or an output when connecting shapes in a diagram: - ArchiMate shapes - AWS shapes, including AWS Group shapes - CSDM shapes - EA Extended shapes
• Add specific related records to a shape: When adding related records to a shape in a modeling diagram, expand the upstream or downstream entity types to view their individual records, and select only the specific records you want to add to the diagram. For information, see Add related records in the modeling diagram.

• Shape connector properties: Configure the connector between two shapes in a modeling diagram by using the connector toolbar. The toolbar shows different controls depending on the notation of the connected shapes:

  -   For ArchiMate connectors \(both shapes are ArchiMate\), use the **Relationship type** drop-down to select an ArchiMate 3.2 relationship. The drop-down now includes **Access** \(with single-direction, bidirectional, and unspecified variants\), **Serving**, **Association**, and **Triggering**. **Influence** is now available in the drop-down \(previously a shape in the ArchiMate shape library\) and displays a +/- adornment on the connector to indicate the direction of influence. The **Assignment** arrow icon is corrected to match the ArchiMate 3.2 specification.
  -   For non-ArchiMate and mixed connectors \(at least one shape is non-ArchiMate\), set the **Line style** \(solid, dashed, or dotted\), **Start arrow** and **End arrow** styles, and **Icon** \(BPMN message flow decorator\).
  -   For any connector, add a text label by using the **T+** control.
  

  For information, see Shape connector properties in Enterprise Modeling and Visualization and Set shape connector properties in Enterprise Modeling and Visualization.

• The width of the right side panel on the modeling diagram canvas is saved as a user preference and persists across sessions.

• Group shapes stay anchored when child shapes are added: Dropping a child shape into an EA group shape no longer shifts the group's position on the canvas. The group stays at its current position and resizes its bounds to accommodate the new child shape.
• Replace an existing shape or entity in a modeling diagram with a different shape type. Existing connections and relationship lines associated with the shape are preserved after the replacement. For information, see Replace a shape in a diagram.
• Upload an image of an existing process diagram to generate a new, editable business process map (BPM) diagram in Enterprise Modeling and Visualization, using the ServiceNow AI Lens Now Assist skill. AI Lens identifies shapes, pools, lanes, gateways, and connections from the image, maps recognized shapes to existing records where matching records exist, and stages new records for shapes with no match.

The generated diagram opens in review state on a split canvas: the upper pane displays the generated diagram and the lower pane displays the source image for reference. Shapes identified with a confidence score below 50% are marked with an orange border on the canvas and listed in the Shapes with low confidence scores drop-down in the canvas banner. For information, see Create a business process map diagram from an image and Review a AI-generated business process map diagram

• Sync TRM product names with software product names

Run the Sync TRM Product Names with Software Products scheduled job to update TRM product names in EA Workspace with the latest names of their linked software products.

• BPMN 2.0 shape library enhancements

The BPMN shape library in the Enterprise Modeling and Visualization is expanded with shapes conforming to the BPMN 2.0 standard:

• Event shapes: The library now includes all standard BPMN 2.0 event types organized into start, non-interrupting start, intermediate catching, intermediate throwing, end, and boundary events, with trigger configurations for message, timer, conditional, signal, escalation, compensation, error, cancel, link, and terminate.
• Gateway shapes: Expanded to include event-based, instantiating, and complex gateway types. Gateway shapes can be resized on the canvas.
• Activity shapes: Expanded to include eight task types (task, user task, service task, manual task, script task, business rule task, send task, and receive task) and call activity shapes. Four existing shape names are updated to align with the BPMN 2.0 standard: Default → Task, System → Service task, User → User task, Manual → Manual task. BPMN shapes in the Shapes panel are organized into four sub-categories: Event, Activity, Gateway, and General. When you drag a shape from the panel onto the canvas, the shape displays its actual icon while dragging.

ArchiMate Technology layer shape names are updated to match the ArchiMate 3.2 specification: Infrastructure Function → Technology Function, Communication Path → Path, Infrastructure Interface → Technology Interface. The Network Box and Network shapes, which aren't part of the ArchiMate 3.2 standard, are removed.

• AI Portfolio tab on the Enterprise Architecture Workspace dashboard

Monitor AI adoption across your enterprise from the AI Portfolio tab on the Enterprise Architecture Workspace dashboard. The tab is available when the AI Control Tower workspace is installed and displays two widgets:

• Business Applications by AI System Association: Shows the total number of business applications, segmented by whether they are linked to an AI system.

• AI Systems by Business Application Association: Shows the total number of AI systems, segmented by whether they are linked to a business application. Both widgets source their data from approved AI System–Business Application linkage records. For information, see Exploring the AI Portfolio.

• Enterprise Architecture query agent

The Enterprise Architecture query agent is a new Now Assist agentic AI skill that lets you ask natural language questions about your enterprise architecture portfolio directly from EA Workspace.

Use the agent to retrieve and analyze information across business applications, business capabilities, value streams, TRM standards, and information objects. It supports multi-condition queries, trend comparisons, and impact analysis. After answering, the agent suggests related questions to help you explore further.

• Exploring the AI Portfolio tab on the Enterprise Architecture Workspace dashboard

Monitor AI adoption across your enterprise from the AI Portfolio tab on the EA Workspace dashboard. The tab is available when the AI Control Tower workspace is installed and displays two widgets: Business Applications by AI System Association and AI Systems by Business Application Association.

Australia Patch 2

• AI systems on business applications

View and manage AI systems associated with a business application from the AI Systems tab on a business application record in the Enterprise Architecture Workspace.

• View all AI systems linked to a business application, organized by governance status as Managed (submitted for AI Steward review) or Unmanaged (created but not yet submitted for review).
• Add an existing AI system to a business application record.
• Remove an AI system association from a business application record without deleting the AI system record in AI Control Tower.

• Open the full AI system record in AI Control Tower directly from the AI Systems tab of a business application record in Enterprise Architecture Workspace, to review governance details, lifecycle status, and related assets. Associate a business application with a new AI use case at intake using the Business Applications field on the Request an AI use case catalog item in the service portal. The association is established on submission, and the AI system appears as unmanaged on the corresponding business application records in the Enterprise Architecture Workspace.

• AI Search on the TRM catalog

Search published TRM catalog records using natural language queries in the Now Assist panel. EA Workspace ships default AI Search configuration that automatically indexes TRM catalog records you publish. To make previously published TRM catalog records searchable, you can manually trigger indexing. For information, see Index previously published TRM catalog records for AI Search or AI Search on the TRM catalog.

Australia Patch 1

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases

• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

• Exploring the architecture analyzerArchitecture Analyzer

• Added support for analyzing all EA extended entities that are part of Enterprise Modeling and Visualization, such as - Control - Digital integration - Digital interface - GRC risk - Product capability - TRM product
• The Clear button clears all the selections made in the Add to canvas boxes.

Australia Early Availability

• Enterprise Modeling and Visualization enhancements

Label management improvements for diagrams:

• Add labels: Double-click empty areas or use the adornment tool to automatically place labels in optimal positions. You can add multiple labels to relationship lines.
• Edit and delete labels: Change existing labels or remove them as needed.
• Move with shapes: Labels maintain their relative position when you move associated shapes.

Note: After submitting the diagram for approval, the labels can’t be edited.

Accessibility enhancements in Enterprise Modeling and Visualization:

• Magnify content up to 400% while maintaining full access to all information and features.
• Navigate the interface using the keyboard.
• Access the shape context menu using the keyboard.
• See pop-over menus when hovering over connector lines. ArchiMate shape library enhancements:

The ArchiMate shape library has been enhanced to align with ArchiMate 3.2 standards, with new categories, elements, and updates to existing shapes.

• Implementation and Migration category: Added this category with the following shape elements: - Implementation event - Gap - Work package - Deliverable - Plateau - Location - Group
• Relationship Type category- Added this category with the following shape elements: - And junction - Or junction
• Exploring the publishing center in Enterprise Architecture Workspace

Use the Publishing Center to control publishing workflows, monitor status, and view publishing history from a single location.

• Publish TRM catalog to a knowledge base
• Configure TRM catalogs and apply filters for products and lifecycle phases.
• Manage publishing workflows with status updates from Draft to Published.
• View publishing job history in the Run logs tab.
• Access the published TRM catalog using the generated knowledge base URL.
• Enhancements to the Value stream and Value stream stage related lists
• Value stream: View associated value stream stages and application models as related lists. You can add, edit, or remove the associated value stream stages and application models.
• Value stream stage: View associated business processes and business capabilities. Add or remove business processes and business capabilities. You can also view the value stream stage as a related list in the business process and business capability records.
• Enhancements to the Business Process related lists

View the value stream stage as a related list of a business process.

• Enhancements to the Business Capability related lists

View the value stream stage as a related list of a business capability.

• Create documents for the Enterprise Modeling and Visualization diagrams
• Save diagram as a document using the Generate document option from the Enterprise Modeling and Visualization diagrams page.
• Define templates for the documents that can be created and used from the Diagrams page.
• Tag components that can be included in the templates to generate documents.
• View associated documents from the Diagrams page.
• Exploring the architecture analyzerArchitecture Analyzer
• The Architectural Analyzer helps you to analyze architecture data without creating or maintaining custom diagrams. You can visually explore relationships across applications, services, and infrastructure to quickly understand dependencies and collaborate on architecture decisions. You can also understand the potential impact of architectural changes across applications and services.
• Application rationalization page enhancements

Added an Overall score indicator to show the overall average score of a business application. Use this indicator to determine the bubble size of a business application on the Bubble Chart page. You can compare the overall scores of different business applications using their individual bubble sizes.

• Business application summarization skill enhancements

Generate context-sensitive business application summaries from the following pages:

• Business capability hierarchy page: On generating a business application summary from this page, information such as the associated primary and secondary capabilities and the position in the capability hierarchy are displayed along with the general information about the business application.
• Application rationalization list view page: On generating a business application summary from this page, information such as the indicator scores (actual and normalized scores), and associated demand details are displayed along with the general information about the business application.
• Application rationalization bubble chart page: On generating a business application summary from this page, information such as x and y-axis details, and planned disposition details are displayed along with the general information about the business application.
• Generate insights for Enterprise Architecture Workspace dashboard widgetsNow Assist

Generate insights for the widgets available on the Enterprise Architecture Dashboard page using the Now Assist Explorer icon available on the header of each widget.

• Diagram change analysis skill enhancements
• Compare any two versions of a diagram and generate a summary of the changes.
• Select any version as a primary or secondary version to compare.
• Generate a summary for real-time changes made to the primary version while already comparing it to another diagram version.
• Modify diagram versions to compare using the Diagram comparison icon on the diagram comparison page.
• Identify differences faster when comparing two versions of a diagram, by using the color-coded highlights on the canvas. Newly added shapes and relationship lines appear in green and modified ones appear in yellow.

• Automate enterprise asset sourcing by using an agentic workflow

Use the help manage enterprise asset requests agentic workflow to automate the process of sourcing assets for your enterprise asset requests. The workflow uses AI agents to fulfill these requests by allocating assets from local stockrooms, creating transfer orders to move assets between stockrooms, or generating purchase orders for the requested assets.

• Automatically generate instructions for enterprise asset repairs by using an agentic workflow

Use the help repair enterprise assets agentic workflow, which is driven by AI agents, to automatically generate step-by-step troubleshooting, diagnostics, and repair instructions for your enterprise asset repairs in real time.

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases

• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

• Define, schedule, and track complex asset-centric work tasks through work order plans

Manage complex asset-centric work tasks with unified work order plans that can be applied across assets, asset groups, or locations. The work order plans offer the following benefits:

• Save work order plans as reusable templates for use across assets.
• Organize sequential operations—shutdowns, safety inspections, calibrations, asset conditions, and restarts—using the structured playbook.
• Assign, schedule, and track work order tasks for technicians within the playbook.
• Enable technicians to receive assigned work order tasks and update task status through the ServiceNow Mobile Agent application.
• Manage multimedia production equipment models and assets

Create, track, and manage multimedia production equipment models and assets in the Enterprise Asset Workspace. Get a comprehensive view of these models and assets so that you can manage them effectively throughout their life cycles.

• Replace broad admin checks with granular admin roles and ACL updates

Manage admin access precisely with granular admin roles. Instead of giving full admin privileges to the users, you can assign specific roles based on the tasks they perform.

• Enhanced and unified enterprise asset inventory auditing experience

Streamline and improve your inventory auditing experience with the enhanced and unified enterprise asset inventory process:

• Initiate a single audit that covers both hardware and enterprise assets assigned to a specific location or stockroom, eliminating the need to switch between multiple workspaces.
• Include consumable assets in the inventory audit to avoid asset shrinkage and ensure that inventory data remains accurate.
• The ServiceNow Agent app features selectable audit results, enabling you to view a real-time list of all scanned assets.
• When new assets are identified during the single scan audit, essential information is collected in real time through the ServiceNow Agent app to initiate asset creation.
• Scanned asset locations are automatically updated to reflect their precise aisle, space, or sub location during the audit, supporting the accuracy and quality of inventory records.
• **Stockroom audit support for Field Service Management **

Audit personal stockroom assets as an FSM field agent using the ServiceNow Agent mobile application. Access is controlled through new granular audit roles.

• Enterprise Service Management Foundation

Enterprise Service Management Foundation brings together Core Business Suite and Simplified IT Service Management to create a comprehensive, AI-enabled service delivery platform.

The integration eliminates service silos and provides employees with a unified experience for all their service needs across IT, HR, finance, legal, workplace services, and procurement.

• Unified alert grouping across Event Management and HLA

Improve alert quality, reduce noise, and achieve higher compression to act faster on issues by grouping Health Log Analytics and Event Management alerts.

• Explicit node-based control for CI binding

Increase binding accuracy and reliability and improve alert-to-CI binding with explicit node-based control, configurable node-field usage, enhanced mapping logic, and backward-compatible updates.

• Filter content by label for a Google Drive external content connector

Configure your Google Drive external content connectors to only retrieve content items that have one or more of a specified set of label values applied.

• SAP SuccessFactors external content connector

Retrieve searchable content and metadata exported from your SAP SuccessFactors Learning source system.

• Configuring crawl settings for external content connectors

Activate multimodal captioning for attachments and files retrieved by your external content connector's content crawls. The multimodal service automatically generates captions for images, tables, charts, and complex layouts in the retrieved attachments and files. Searches can match attachment and file results using keywords from the generated captions.

• Adobe Acrobat Sign external content connector

Retrieve searchable content and metadata from your Adobe Acrobat Sign source system.

• Aha! Roadmaps external content connector

Retrieve searchable content and metadata from your Aha! Roadmaps source system.

• Cornerstone external content connector

Retrieve searchable content and metadata from your Cornerstone source system.

• Fluid Topics external content connector

Retrieve searchable content and metadata from your Fluid Topics source system.

• ManageEngine external content connector

Retrieve searchable content and metadata from your ManageEngine source system.

• Workvivo external content connector

Retrieve searchable content and metadata from your Workvivo source system.

• Dispatcher Workspace

Dispatcher Workspace now enables you to perform the following tasks:

• Show multiple time zones on the map in Dispatcher Workspace with a segmented time indicator to see which time zone each Field Service technician is in. For more information, see Time zones in Dispatcher Workspace.
• Quickly see a work order task in the task panel and find it on the calendar rather than having to search through multiple days. For more information, see Open tasks from the task list.
• See live traffic on the map in Dispatcher Workspace. For more information, see Show map overlays in Dispatcher Workspace.
• Flag multiple tasks at once. For more information, see Flag or unflag tasks from the list.
• Quickly find tasks in the calendar from the task list. For more information, see Flag or unflag tasks from the list.
• View analytics, including the number of technicians without a work schedule or valid location. For more information, see Scheduling Health dashboard.
• Show an overtime indicator on the calendar to visually see which technicians have overtime tasks. For more information, see Show overtime indicator.
• Control the size of the cells on the calendar to see shorter tasks more easily. For more information, see Zoom in or out on the calendar.
• Customize the information displayed in work order task popovers in Dispatcher Workspace to show the data most relevant to dispatchers. Popovers on the calendar, map, and task panel now support configurable field display, with a consistent visual experience across all three surfaces. For more information, see Configure popover fields.
• Stay in the same position in the calendar in Dispatcher Workspace when you change from day to day. For more information, see Properties installed with Field Service Management.
• The Assignment group task filter setting is moved from Dispatcher Workspace settings to the main Dispatcher Workspace page and is now a button. For more information, see Search work order tasks.
• Quickly edit tasks in Dispatcher Workspace directly from the contextual side panel. For more information, see Quickly edit work order tasks.
• Add work notes or comments to work order tasks in Dispatcher Workspace from the activity stream. For more information, see Add work notes or comments with the activity stream.
• Field Service Manager Mobile

Field Service Managers can do their work from anywhere on their mobile device, including the following tasks:

• Manage Field Service technicians from Field Service Manager mobile
• Create a work order task
• Create a personal event
• View analytics from Field Service Manager Mobile
• Locations on personal events

See locations for personal events regardless of where they're created in Field Service Management applications including Dispatcher Workspace and Field Service Manager Mobile.

• Completing work on the ServiceNow Agent mobile application
• Generate work summary reports and capture signatures in them at the work order task level along with the existing work order level. Additionally, you can view responses and score information for the smart assessment questionnaires in the work summary report.
• Perform asset audits for the technician's personal stockroom to verify and reconcile assets between a physical stockroom and the data on the ServiceNow instance.
• Configuring Smart Assessment from new templates

Create versions of published smart assessment templates to add or modify questions and instructions. When a new version is published, the previous version moves to a retired state, but is maintained for traceability. Completed and cancelled assessments aren't affected.

• ServiceNow AI Lens form auto-filler

Capture an image using the mobile camera to automatically extract and populate smart assessment fields, reducing manual data entry effort for technicians. AI-powered image recognition analyzes the image and fills the extracted data in the relevant fields.

• Respond to a reviewed work order task

View and resubmit smart assessment questionnaire responses that need additional information, enabling more informed and timely corrections of responses from job sites.

• Schedule Optimization

Enhance scheduling accuracy and performance with Schedule Optimization

• View comprehensive details for all optimization runs to quickly identify issues. Access standardized information about run status, included tasks and qualifiers, unassigned tasks with explanations, and the objectives and constraints applied during each optimization.
• Manage integrations more easily by configuring options to enable or disable third-party map providers beyond the default provider.
• Ensure only relevant tasks are processed by removing intraday events that don't meet specified criteria from both scheduled and prioritized optimization runs.
• Speed up high-volume scheduling by splitting groups or territories into smaller sets that process simultaneously. View how they are distributed using the Job Distribution column in both batch and intraday runs.
• Improve scheduling accuracy by introducing a Window End Buffer Duration field on the Work Order task record that enables you to configure a buffer duration that extends optimization beyond the defined window end so tasks are retained in the schedule.
• Speed up scheduling results by configuring matching rules to define which tasks and technicians are affected when a prioritized event occurs, such as identifying all technicians with matching certifications when someone calls in sick. You can enable matching rules per qualifier, then set criteria such as radius, skills, or time thresholds.
• Appointment Booking

Use Appointment Booking to perform the following tasks:

• Ensure better alignment with your operations by defining advanced lead time and cut-off logic through APIs or extension points. You can implement a custom script through an extension point based on job type, time of day, and day of week.
• Accommodate emergencies or priorities even if the capacity or appointment slots are full by enabling overbooking of appointments.
• Configure appointment slots to consider the holiday settings for a territory and display the available slots accordingly.
• Ensure guaranteed appointment slots by configuring availability checks to be performed at the time of slot retrieval so that any slot displayed is assured to be bookable without needing further capacity validation during the appointment booking.
• Ensure an accurate calculation of the duration for a task while booking an appointment by defining work and travel duration either in the appointment schedule configuration or in the schedule override configuration.
• Determine appointment availability using territory and demand channel mapping when contact or location details are not provided.
• Consider task dependencies while booking or rescheduling appointments and display the slots for the successor tasks after the estimated completion time including the defined lag time for the predecessor task.
• Capacity and Reservations Management

Capacity and Reservations Management now enables you to perform the following tasks:

• Associate technicians with specific demand channels within a territory on a time-bound, recurring basis to model scheduling patterns based on union rules, part-time shifts, or regional strategies.
• Define agent-territory-demand channel associations with recurrence, start and end dates, and active status using the new Territory Resource Demand table.
• Filter agents based on supported demand channels during dynamic scheduling, schedule optimization, or manual scheduling.
• Calculate appointment booking availability in scripted mode based on agent demand channel recurrence.
• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases

• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

• Use Now Assist for FSM to manage shifts

Use Now Assist for FSM to manage shift coverage through a conversational experience, including creating and viewing shifts.

• ​ Integration components for the Mastercard document attachment and validation enhancement

Simplify dispute document submission to Mastercard with improved document attachment and validation feature. The application compresses multiple attachments into a single zipped file, validates files for type and size, and alerts you to non-compliant files. This capability adds the following integration subflow and action:

• Mastercom - Validate and Process Attachments of Card Disputes Task
• Create a Zip Attachment from Uploaded Documents

• Business calendar as a scheduled trigger

Use the business calendar to trigger flows on existing business schedules. The business calendar trigger helps align automation with shifts, holidays, and operating hours.

Compare two flow history entries in a side-by-side view. Use the step highlighting and change type icons to determine what flow components have been added, removed, and changed.

• Flow execution analysis

Analyze flow execution details to identify errors and suggest potential fixes.

Test a conversational action to verify it responds correctly to user inputs and performs the expected operations before deploying it in production.

Test a conversational subflow to verify it responds correctly to user inputs and performs the expected operations before deploying it in production.

Use flow data to run an AI agent and configure the expected agent output for use later in the flow.

• Australia Patch 3
• Extended log retention for generative AI events

Retain records in the Generative AI Log [sys_generative_ai_log] table for 180 days, up from 30 days, to stay compliant with retention requirements.

• Australia Patch 1
• Configure a custom resource path for BYOK models

Connect Generative AI Controller to your Azure OpenAI deployment by configuring a custom resource path in your bring your own key (BYOK) model configuration. Use this when your Azure OpenAI endpoint includes a path segment that Generative AI Controller does not add by default.

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases
• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

• Define targets at multiple organizational levels

Define targets across multiple organizational levels with the Assigned entity type and Assigned entity fields in the target form. This enables targets created at higher levels (for example, Company) to be directly assigned to lower levels (for example, Business Unit, Department), eliminating redundant subgoal creation, and streamlining overall goal management.

• Status rollup for goals and targets
• Status — Green, Yellow, Red, or None — rolls up automatically from target breakdowns to the target for targets set to cumulative distribution.
• Status — Green, Yellow, Red, or None — rolls up automatically from targets and subgoals to the goal.

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases

• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

• Manage your assets with comprehensive and real-time data

View consolidated asset information through AI-generated analysis summary on the asset record. The AI-generated summary dynamically updates based on the asset state and includes context from any active incidents or tasks. The summary displays the asset life cycle, current assignment and location, audit status, financial metrics, and identifies missing data to support asset management activities.

• Gain visibility into approximated life cycle dates for hardware and consumable model

Enhance the operational efficiency by gaining visibility into the estimated and approximate life- cycle dates for models when manufacturers haven’t explicitly published key dates, such as End of Life (EoL) and End of Service (EoS). This insight enables you to manage your asset portfolio strategically, reducing unexpected downtime and improve budgeting.

• Enhanced and unified hardware asset inventory auditing experience

Streamline and improve your inventory auditing experience with the enhanced and unified hardware asset inventory process:

• Initiate a single audit that covers both hardware and enterprise assets assigned to a specific location or stockroom, eliminating the need to switch between multiple workspaces.
• Include consumable assets in the inventory audit to avoid asset shrinkage and verify that inventory data remains accurate.
• The ServiceNow Agent app features selectable audit results, enabling you to view a real-time list of all scanned assets.
• When new assets are identified during the single scan audit, essential information is collected in real time through the ServiceNow Agent app to initiate asset creation.
• Scanned asset locations are automatically updated to reflect their precise aisle, space, or sub location during the audit, supporting the accuracy and quality of inventory records.
• Enhanced asset disposal workflow to streamline the management of retired assets

Resell the retired assets that are no longer in use to reduce waste and receive credit. The extended asset disposal flow in the Documentation stage enables you to resell planned assets instead of disposing of them, enabling you to receive credit.

• Enable your key functional roles or personas to directly manage Advanced Shipment Notification (ASN) imports

Upload ASN files and trigger the import process from the Procurement view within the Hardware Asset Workspace without requiring admin privileges. Users with the ham_admin, ham_user, procurement_admin, or asset role can now initiate the ASN workflow themselves, creating asset records seamlessly.

• Streamline model creation by copying a model directly from the Content lookup portal

Reduce manual effort by copying a model from the Content lookup portal to create a record in the Product Model [cmdb_model] table. The copied model is automatically normalized, where applicable, and relevant fields are pre-populated with information from the content record.

• Gain visibility into the hardware asset life cycle with improved CMDB data quality

Improve the accuracy and completeness of hardware CI data by identifying and prioritizing remediation for missing, duplicate, and inconsistent hardware CIs using CMDB success advisor for HAM.

• Create support requests using Now Assist in Virtual Agent

Create support requests for healthcare IT, biomed, facilities, or environmental services departments through Now Assist in Virtual Agent conversationally. This workflow resolves missing or unclear details through clarifying questions and validates the request using the Care team operations case Intake and Care team operations case Creation AI agents and is available in Care Team Portal and Care Team Mobile.

• Care Team Operations Case Creation Voice AI agent

The Care Team Operations Case Creation Voice AI Agent enables care team members to create cases conversationally over the phone.

Note: For the Care Team Operations Case Creation Voice AI Agent to create cases, the Care Team Operations plugin for cases of that request type must be installed.

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases
• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

• Expanded topic limits in Hermes

Create more topics in Hermes with an increased topic limit. The total number of partitions across all topics can't exceed 960.

• Hermes Usage Dashboard improvements

View Hermes data usage by source, including the total number of bytes received and bytes sent over time, in the Hermes Usage Dashboard.

• Access restrictions by IP address

Restrict access to Hermes by enabling IP address access control rules.

• View-only role

Enable administrators to view topics and namespaces in Hermes by granting the hermes_viewer role instead of the full admin role.

• Hermes Settings page

Enable maintenance users and administrators to view and modify Hermes configuration properties and manage background jobs directly from the Hermes Settings page.

• Encryption at rest for Hermes topics

Protect message data stored on broker disks by enabling encryption at rest on individual Hermes topics. Choose between ServiceNow-managed keys or customer-supplied keys using the Bring Your Own Key (BYOK) model.

• Simplified employee experience through Employee Center portal

Simplify employee experience by leveraging the automated self-service and browsing experience in the Employee Center portal. The following capabilities are available as part of the employee experience:

• A simplified Employee Center portal with a conversational experience that supports chat, catalog, and knowledge content.
• Prebuilt catalog items for common IT issues and requests.
• Requester surveys for incidents and requested items.
• Multi-channel support through Employee Center, email, Microsoft Teams, and Slack.
• Simplified employee experience through Employee Slate

Starting in version 3.0, simplify employee experience by leveraging the conversational experience in Employee Slate. The following capabilities are available as part of this experience for Employee Slate integration with both Now Assist and Moveworks:

• A simplified portal with a conversational experience that enables employees to submit requests and incidents.
• A canvas that can be customized for quick reference of employee tasks.
• Chat history of active and closed conversations.
• Notifications for employee tasks.
• Starting in version 3.1, Employee Slate as primary engagement experience for incident and request notifications.
• Simplified fulfiller experience

Provide an efficient IT support experience for incident and request management by leveraging AI recommendations for the following:

• Resolution steps and knowledge base recommendations
• Incident and chat summaries
• Resolution notes and email response generation
• Recommended actions such as linking similar incidents or ordering catalog items A role-based manager dashboard with key service desk metrics, date-range filtering, and agent-level filtering is available.

Starting in version 3.0, the simplifled fulfiller experience includes these updates.

• Catalog tasks are shown on the home page so they can be tracked alongside incidents and requests.
• The incident details layout has been updated on the incident form, including the position of attachments and configuration items.
• Automated and guided administrator experience

Set up multiple ITSM workflows (incident management and request management) by leveraging the guided and conversational setup process. The following capabilities are available for administrators:

• Default configuration settings that are automatically applied to installed products or modules. You can review and modify these settings.
• A guided configuration experience for ITSM workflows. - Starting in version 3.0, a guided experience is available for the following configurations: - Employee Slate - Configuration items - Core setup areas required to make Change Management operational. See Configuring Simplified Change Management. - Starting in version 3.0, redirection to Service Operations Workspace Admin Center is available to configure advanced ITSM workflows such as Problem Management, Major Incident Management, On-Call Scheduling, and Walk-up Experience. - Starting in version 3.1, a guided experience is available for Gmail inbound email configuration.
• AI agents to configure ITSM workflows from a single admin UI page using natural language. See Conversational AI Agents for configurations.

• Install ITOM Visibility apps using Now Assist for Setup

Now Assist for Setup provides a centralized, guided installation experience for ITOM Visibility. From a single interface, administrators can review what applications are included in the installation, review the installation status, and install all required applications and plugins.

• PowerShell 7 support for Discovery

Discovery now supports PowerShell 7, while maintaining backward compatibility with PowerShell 5.1. This update enhances security, accelerates onboarding, and reduces deployment blockers through improved runtime detection and comprehensive test coverage.

• Discovery on Code Signing instances

Discovery now enforces code signing for probes, parameters, and sensors to guarantee authenticity, integrity, and secure execution on MID Servers. This update blocks unsigned or tampered payloads, provides signature validation, and strengthens compliance by helping prevent audit gaps without impacting discovery performance.

• Discovery generic attributes

Enhance Configuration Management Database (CMDB) data accuracy with new Discovery capabilities that auto-populate non-discoverable attributes using a schedule-based mechanism. This update simplifies configuration item (CI) management by propagating generic attribute values across schedules and ranges, reducing manual effort and improving usability.

• Use Kubernetes Visibility Agent (KVA) and Service Mapping to create service maps for extended services beyond Kubernetes

Service Mapping complements Kubernetes Visibility Agent (KVA) capabilities to map services that include Kubernetes and all related service resources beyond the Kubernetes environment. Install the latest version of Kubernetes Visibility Agent (KVA) to detect the latest changes in your Kubernetes cluster and run Service Mapping to have an up to date visualization of your services across Kubernetes and related resources.

• Quick start tests for Service Mapping

After upgrades and deployments of new applications or integrations, run quick start tests to verify that Service Mapping works as expected. If you customized Service Mapping, copy the quick start tests and configure them for your customizations.

• Granular admin roles

The granular admin role enables developers and administrators to complete administrative configuration tasks for Identity without requiring the full admin role.

• Now Assist for Platform Health

Version 9.00

• Directly deactivate base system definitions without requiring an override record or approval. Version 8.0.0

• Access summarized findings in one line grouped by findings level. Use the statistical and sys property scan types to view scan results in a statistical section.

• Create exceptions directly from Recommend-level findings and view approved exceptions which are required for every Recommend-level finding. Previously, the logic confirmed only that at least one approved exception existed, leaving a gap when multiple findings were present. Version 7.0.0

• Proactively identify, prioritize, and resolve technical debt by using the collection of AI-native tools embedded within the Impact Platform Health experience.

• Track and resolve issues in developer code throughout the end-to-end workflow by reviewing and applying AI-recommended fixes through the Now Assist for Platform Health, which provides AI-generated code fixes for leading practice violations.
• New Accelerators in the Australia Release

Version 8.0.0

• Explore AI data, learn AI governance, and improve Virtual Agent performance.
• Configure ServiceNow Vault, optimize HR and service management, and build skills for the EA Workspace.
• Evaluate and improve the performance of your platform teams and assess their AI governance with On-demand accelerators.
• Sustain ServiceNow platform adoption and business value using OCM accelerators that offer structured coaching in alignment with the OCM Readiness framework.

• Enhance platform capabilities and drive product adoption through focused engagements including Capability Design and Capability Configuration with Optimization Accelerators. Version 7.0.0

• Accelerate your Impact Platform health, Data privacy, Walk-up experience, Digital product release, Modern change management, Major incident management, CSDM for service operations, and Integration hub by using technical accelerators.

• Improve your change readiness by using the OCM: Preparing for change and adopt AI governance impact strategy accelerators.
• Assess your CSDM maturity, improve CSDM Data modeling, and accelerate your portal’s user experience with the help of usage insights and virtual agent experience design provided by the architecture accelerators.
• Self-serve Accelerator fulfillment process
• Provide Self-service capabilities with improved session persistence, an entitlement-aware catalog, and a downloadable 90-day action plan.
• Access engagement-type filtering, progress tracking, questionnaire persistence, and self-serve directly within the catalog.
• Impact Conversations

Collaborate with your Impact squad through organized, category-based conversations where you can ask questions, get expert guidance, and share files without leaving yourServiceNow instance.

• Alert card to capture long pending jobs

Get timely notifications of pending jobs based on their lateness duration and act on them to reduce the risk of downstream failures and SLA misses. The Long Pending Jobs alert card identifies jobs that breach predefined lateness thresholds.

• Configure alert notifications for an instance

Receive timely notifications on failures in customer-configured webhook integrations caused by invalid URLs or credentials that go unnoticed until runtime.

• All URLs are now validated before integrations.
• Daily system notifications are indicated by a bell icon and through email notifications.
• Alert Console alerts provide real-time visibility.
• Roles installed with Impact

Grant selected users with partner accounts access to the Impact Store Application through the new Impact Partner role. Users assigned with the partner role can efficiently manage Impact for their customers. You can view the users added as partners on the Impact homepage.

• Manage capabilities maps

Version 7.0.0: The Capabilities Map homepage now shows true application capabilities organized by product line.

• Enable large exports with parallel export sets

Export data with multiple small attachments in parallel. Exporting data in parallel can enable your integrations to finish in less time and create less of an impact on other tasks.

• Use a connection alias for a JDBC data source

Configure a separate connection alias for JDBC data sources. Configuring the connection alias separately enables you to reuse it rather than having to reconfigure it with each JDBC data source.

• Introduction of granular admin roles

Configure all the incident, major incident, task outage and related communication features for both UI16 and SOW using the following granular admin roles:

• sn_incident_admin: Configure all Incident Management features including incident management properties.
• sn_mim_admin: Configure all Major Incident Management features including major incident properties and trigger rules.
• sn_tcm_admin: Configure all Task Communications Management features including communication plans and tasks.
• sn_iam_admin: Configure all Incident Communications Management features including creating, editing, or canceling incident communication plan, communication task, and managing contact information. Additionally, this role can administrate all Incident Communications Management capabilities."
• sn_contact_admin: Configure all Contact Management features including creating and editing contact definitions, contact responsibilities, configuration of MI users, recipient lists, and groups.
• sn_task_outage_admin: Configure all Task Outage features including the mapping between the Task [task] table and the Outage [cmdb_ci_outage] table.
• Form channel for response templates

The form channel is added to the Need more information and Schedule meeting response templates. The channel enables you to access the response templates from the incident record, copy the response templates texts to the clipboard from the incident form to be shared in the work notes, comments or other communication channels.

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases

• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

• Contextualize an external document using AI Enhanced recommended actions for ICW Mobile

Contextualize an external document to get an explanation of why the document is relevant to the selected deviation.

• Generate an action plan using AI Enhanced recommended actions for ICW Mobile

Create an action plan to help resolve your ICW deviation using relevant documentation.

• Mobile Task Management

Manage all task‑related activity from intuitive mobile views tailored for shop floor workers to improve visibility and responsiveness during operations.

Clear status indicators and color cues help in identifying critical or overdue tasks, improving responsiveness during operations.

• Mobile Standards Hub

Browse, request, and access published standards tailored to your functional location using the mobile Standards Hub.

Embedded rating and feedback mechanisms support continuous improvement of documentation and frontline usability.

• Intuitive and minimal input actions

Create actions, deviations, breakdowns, and follow‑up tasks directly from the mobile interface with minimal input to accelerate issue reporting.

Integrated escalation workflows help operators move seamlessly from detection to analysis, such as starting an RCA directly from a deviation.

• Guided Task Execution

Execute guided tasks on the shop floor by following step‑by‑step instructions with embedded media, validation checks, and barcode or QR scanning.

Skill validation helps prevent unauthorized execution of tasks that require specific certifications or training.

• Performance & Reliability Enhancements

Continue working in low‑connectivity environments with offline caching that saves your progress and synchronizes updates when connectivity returns.

Optimized load times and reduced latency to create a smooth user experience across industrial environments.

• Report any safety related incident

Report, triage, and investigate health and safety‑related incidents directly from the mobile interface through ICW integration with Health and Safety.

You can create Industrial Standards based on a safety incident that helps you maintain safe working environment.

• Authoring Guided Tasks

Design structured workflows with sections, steps, assessments, and conditional paths by using an authoring interface that enforces consistency and quality.

Built‑in rules help to maintain consistency by following correct steps sequence, naming, and safety requirements. Authors can preview the guided tasks’ end‑user experience before publishing.

• Assessment-driven scoring, evaluation, and execution

Capture and evaluate task data by using multiple assessment types, including numeric inputs, selections, measurements, and conditional evaluations. Supports multiple assessment types including numeric inputs, selections, measurements, and conditional evaluations.

Automatic scoring determines the following task outcomes based on configured thresholds: Successful, Unsuccessful, or Not Scored. Assessment data is captured for reporting, quality control, and continuous improvement.

• Automation and Smart Actions

Reduce manual intervention by configuring automation features that trigger follow‑up work, standard tasks, or actions based on assessment results.

Complex logic can route execution flows, creating dynamic experiences that adapt to operator input. This reduces manual intervention and maintains consistent responses to equipment or process conditions. You need an additional plugin to use this functionality.

Template capabilities for duplication of task structures.

• Easy accessibility and execution

Execute guided tasks through a clean step‑by‑step interface that supports images, instructions, validations, and attachments for accurate task completion.

Integrated barcode or QR scanning helps identify parts, equipment, or materials during task execution.

Offline access to guided tasks in the ICW mobile application. Offline mode minimizes interruption in your work, even in low‑connectivity industrial environments.

• IGT Lifecycle Governance

Govern your guided tasks through separated life-cycle states that provide clearer oversight and a better audit trail.

Review and approval workflows helps in maintaining quality, safety, and operational standards of guided tasks before release. Historical versions are archived for audits, root cause analysis (RCA) investigations, and long‑term reporting.

• Create standards using templates

Accelerate guided task creation by duplicating existing tasks or using them as reusable templates.

Structural components such as steps, assessments, and conditional logic can be reused across multiple workflows, which maintains consistency while reducing authoring time.

• Discovered subnets supported by the AMAZING feature

Use the AMAZING feature, which uses discovered subnets, to identify OT devices and assign them to the correct equipment model entity during OT subnet mapping.

• Map OT devices to equipment model entities from the Equipment Model Manager

Map OT devices to equipment model entities using the Unmapped OT Devices and the All Devices tabs in the Equipment Model Manager of the Industrial Workspace.

• Generate a location hierarchy

Generate a complete location hierarchy for an ISA equipment model entity tree when no locations exist to establish location references that match the ISA hierarchy.

• Use the OT Network Map to visualize your OT network

Visualize your OT network, subnets, and device-to-device connections with the OT Network Map in the Industrial Workspace.

• Work set standardsWork Set standards

Author a work set standard that groups Standard and Action sub-activities, then publish it through the standard approval and versioning flow.

Run a work set standard as a Work set task that automatically creates child industrial guided tasks and industrial actions for execution on the shop floor.

• Industrial Standards Library

Browse and compare standards using an upgraded hub that provides tile and list views with filters for state, scope, category, functional location, and equipment model.

Users can quickly compare similar standards and see linked tasks, skills, and knowledge.

Access policies differentiate enterprise and site standards to help prevent misapplication.

• Scheduling standards

Generate recurring work from standards by configuring daily, weekly, monthly, and custom scheduling patterns to maintain a consistent operational cadence.

A system property (for example, an offset in minutes) lets admins align task creation with shift handovers or production calendar boundaries.

Runtime tracing improves visibility into created tasks, their status, and exceptions.

• Skill-based task management

Define required skills or certifications within standards to ensure that only qualified operators execute safety‑critical tasks. Supervisors can request waivers or alternative routing when skills are missing.

• IDR Diagnostics page improvements

Access detailed test descriptions and results on the redesigned IDR Diagnostics page.

• Parallel execution of scans

Enable parallel execution of scans instead of sequential processing, eliminating bottlenecks and significantly reducing completion times.

• New role to write checks in Instance Scan

Experience the new scan_check_writer role that has the privilege to write checks on the scan_check table.

• Instance Scan extension for IDE

You can now access Instance Scan from integrated development environment (IDE) on the ServiceNow AI Platform.

• Use Direct Kafka to integrate your on-premise ServiceNow instance with your local Kafka environment

Configure a custom Kafka connection to enable your on-premise instance to connect directly to your local Kafka environment.

• Create topic aliases for Stream Connect topics

Use topic aliases to simplify topic management in Stream Connect. A topic alias is a unique topic name that can be connected to any underlying Hermes or Direct Kafka topic. A topic alias can be moved to different instances and, wherever they’re moved, connected to an underlying topic.

• Stream Connect Dashboard updates
• The Topics menu displays topic aliases, Hermes topics, and Direct Kafka topics.
• The Data usage tab shows data for the Hermes cluster or the Direct Kafka cluster. Use the Kafka Cluster list to select which cluster data to display.
• The Consumers and Producers menus reference topic aliases instead of Hermes topics.
• View the Remote Process Sync Dashboard

View detailed statistics and monitor the health of your Remote Process Sync (RPS) integrations. The Remote Process Sync Dashboard provides real-time visibility into key metrics, including records processed, queue sizes, processing times, and system status. Use this dashboard to identify issues, track performance trends, and promote smooth operation of your RPS integrations.

• Produce messages to Hermes via a MID Server

Send message payloads to Hermes with MID script includes.

• View usage metrics for Direct Kafka

Track data usage between your instance and Direct Kafka systems. The Direct Kafka Usage metrics table provides administrators with visibility into data transfer volumes for bytes produced and consumed. View metrics aggregated by hour, day, or month at the cluster and topic level. Usage records are automatically retained for 13 months.

• Use the read-only role for Stream Connect

Use the new read-only role for Stream Connect to grant users view-only access to Stream Connect resources. Users with this role can view Stream Connect configurations and runtime statistics across all related modules, but can’t create, modify, or delete any Stream Connect settings.

• View logs for Stream Connect producers

Get detailed log information for producers in the Stream Connect logs. Use the glide.ih.kafka.producer.message_bytes_to_log property to specify how much of the message to display in the logs.

• Configure alert thresholds for undelivered messages in Stream Connect

Set alert thresholds for undelivered messages based on how long a topic has gone without receiving new messages. Use this configuration to trigger INFO, WARNING, or CRITICAL alerts when message delivery stops for a specified period.

• Configure alert thresholds for unprocessed messages in Stream Connect

Set alert thresholds for messages that remain unprocessed in a topic. You can trigger alerts based on how long messages sit in a topic without being consumed, helping to identify lagging or failing consumers.

• Get metadata information for Stream Connect consumers

View the partition, offset, datacenter ID, and timestamp epoch for the script consumer and Kafka Message trigger.

• View message timestamps in the Stream Connect script consumer

Get the message timestamp in the script consumer as a UTC time-zone string. You can use the UTC time-zone string to convert the timestamp to a GlideDateTime object.

• Use an error subflow template to create your own error subflows in Remote Process Sync

Copy and modify the RPS Error Subflow Template to create error subflows. The template enables you to select notification methods for when the Inbound and Outbound States are errored.

• Specify attachment details in Remote Process Sync actions

Specify the max attachment size and allowed attachment extensions in the Identify New Attachments action and the Get Attachment Metadata for Local Record action.

• Use a new retry policy for Remote Process Sync actions

Retry failed requests at specified intervals with the RPS Push Attachment Policy. This policy works with the Identify New Attachments action and the Get Attachment Metadata for Local Record action.

• SASL authentication support for Apache Kafka connections

Configure SASL authentication for your Apache Kafka connections with support for SASL_SSL and SASL_PLAINTEXT security protocols. Kafka credentials now support multiple SASL mechanisms: PLAIN- SCRAM-SHA-256, SCRAM-SHA-512.

• Added SHA512 support for message digests

GlideDigest has been updated to allow creation and verification of message digests using the SHA512 cryptographic hash function.

• Offline key exchange to share module keys between instances

Admins can share module keys between instances offline to facilitate instance clones between on-premise instances using KMF.

• Sign and verify JSON web tokens (JWT) through KMFCryptoOperation

The signing and verification processes for JWTs are now integrated as operation types in the existing KMFCryptoOperation class.

• Centralized Crypto Management console

Use the new Crypto Management Console to streamline and track the certificate management lifecycle. The new console scans your instance for certificates and displays their details in a central location,

• Clone and restore support for on-premise instances

Support for cloning and restoring on-premise instances. Support has also been added from migrating a commercial instance to on-premise instances, and vice-versa.

• Certificate Revocation List (CRL) validation support

ServiceNow now supports Certificate Revocation List (CRL) validation for certificate revocation checks as an alternative to Online Certificate Status Protocol (OCSP), with automatic fallback when OCSP is unavailable.

• Configuration item relationships and Knowledge Graph

CI relationship support in Knowledge Graph allows users to ask natural language questions about how services, servers, databases, and other CIs relate to one another without writing queries or navigating CMDB tables directly.

• Tagging in Knowledge Graph Designer

The Knowledge landing page now includes a dedicated tagging section that allows users to create, edit, and manage tags.

• View touchpoint records for a task

Record early customer interactions and associate tasks with ongoing engagement throughout the pre‑deal sales lifecycle by:

• Creating a touchpoint from a lead to capture interactions such as discovery calls, follow‑up emails, or qualification meetings.

• Linking a task to a lead touchpoint to track follow‑up work related to an ongoing engagement until the lead is converted.

• Manage touchpoints on a lead

Create touchpoints, log interaction activities, and schedule meetings directly from a lead record to track all client interactions in one place throughout the lead lifecycle. You can choose between the new meetings construct and existing appointment records for priority meeting scheduling.

The risk assessment utility evaluates conflict of interest disclosures against predefined risk factors to calculate a risk score and determine the risk level (Low, Medium, or High). The risk level automatically triggers the appropriate approval workflow. The utility supports three evaluation types: Condition, Subflow, and AI skill.

Note: AI skill evaluation is available once you have installed and configured Now Assist for Legal Service Delivery (LSD).

Using natural language to submit a conflict of interest request from Now Assist in the Virtual Agent interface reduces the effort required to fill in form fields because details provided in natural language are automatically populated into the intake form. Achieve faster resolution due to automated risk assessment that routes requests to the appropriate approval workflow based on calculated risk scores.

Note: The conversational intake functionality is available only once you have installed and configured Now Assist for Legal Service Delivery (LSD).

• Guided tours in the Localization Workspace interface

Leverage new guided tours that assist users with setting up language providers and language groups.

• Language Asset Management

Upload, store, and edit multiple glossaries in the new Language Asset Management tab of Localization Workspace. Each glossary can include terms translated into multiple languages. In the Australia release, Language Asset Management provides upload, storage, and editing functions only.

• Export a glossary from Language Asset Management

Download a glossary from Language Asset Management as a CSV or spreadsheet file. From version 3.1.0.

• Terminology Manager role

Control access to glossary and terminology management with the Terminology Manager role (sn_lw.terminology_manager). This role contains roles that were previously contained in sn_lw.user. The sn_lw.user role is required for all users in Localization Workspace. From version 3.1.0.

• ServiceNow product tiers

The ServiceNow AI Platform now brings you an AI native experience with three licensing tiers available:

• Foundation: AI agents and skills to deliver insights
• Advanced: AI agents and skills to boost productivity across relevant use cases

• Prime: Act autonomously with all AI agents and skills, and create your own

• Create tools from additional capabilities for use with ServiceNow MCP clients

With this release, you can now create tools from additional categories like, Subflow, Action, REST APIs, Knowledge graphs and Now Assist skills.

• Manufacturing Commercial Operations landing page (CSM/FSM configurable workspace)

The MCO core landing page surfaces role-based views of claims, pre-authorization requests, and key processing metrics for claims agents and warranty assessors.

• Summarize fraudulent claim detection using agents

Anomaly-detection rules scan claim case lines against historical patterns and thresholds to identify fraudulent claims, flagging inflated amounts, frequency anomalies, and suspicious submission patterns. Claims meeting approval thresholds auto-approve with audit trail recording. Claims exceeding thresholds or exhibiting anomalies route to designated reviewers for investigation and disposition.

• Create a product non-conformance case using playbook

QIM playbook enables you to create remediation action plans and access system-recommended correction actions. It automatically triages non-conformance records, assigns owners, and creates tasks based on historical patterns.

• FSM integration

QIM integrates with FSM to support quality actions that require on-site intervention. When an NC or QI record identifies a need for field verification, containment, or remediation action, you can create an FSM work order directly from within QIM.

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases
• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

• Mobile offline enhancements

Use the following enhancements added to the mobile offline capability:

• Use the seamless online-to-offline continuity, by enabling users to start a form online, save it, and then proceed offline. While offline, users can continue viewing and editing the same data, including attachments, comments, and navigation, for uninterrupted productivity in low or no-connectivity environments. All changes automatically sync after your connection is restored.
• Save or submit forms offline, and reopen them later while still offline with all data fully restored.
• Support of offline capabilities for descriptive elements in input forms.
• Support of offline capabilities for input actions in input forms.
• Improved outbox efficiency for input forms by continually combining saved and submitted data.
• Dedicated mobile_admin role for mobile configuration

Assign the new mobile_admin role to administrators who configure mobile applications, granting them precisely the permissions needed to complete their tasks. This new role helps reduce reliance on the broader admin role for controlled, secure access of your ServiceNow® account.

• Enable multiple users to work on a shared device

Enable multiple users to securely log into a ServiceNow single account from shared mobile devices. This feature is beneficial in environments where devices are not personal, as it offers secure and personalized access through user-configured PINs, eliminating the need for repetitive full authentications.

Note: From the Australia version and above, the terms instance and instances have been renamed as account and accounts on mobile devices. Accounts are a reflection of platform instances on a mobile device and work in the same way, only the terminology has changed.

• Configurable timing for PIN application timeout

Configure a new property to define the PIN timeout for different ServiceNow mobile apps. This configuration helps reinforce security by controlling how long users can remain inactive before being required to reenter their PIN.

• Dynamic variable support in record screens

Use the script screen field in record screens to display dynamic field values. For example, you can display translated content for dynamic variables within an email.

• Mobile AI Voice Agent

Speak with an AI-powered voice assistant on your mobile device for real-time support. Follow along with live conversation transcripts that can also be saved or shared after the call.

• Push notifications for logged-out users

Configure push notifications to be sent to users even when they’re logged out so critical updates aren't missed.

• Mobile Voice Agent SDK support

Enable Voice Agent in SDK-based mobile applications by configuring the External Applications section within the Voice Assistant configuration. Admins with an SDK app configured on the instance can select and save a custom app to activate Voice Agent for that SDK application.

• **Premium chat for mobile Virtual Agent **

Premium Chat opens a web-based chat experience within your mobile app, ensuring that every feature configured for the web is accessible on your mobile device.

• Enable auto-focus on page alerts new accessibility preference

Turn on the Enable auto-focus on page alerts preference to automatically move focus to the page alert. See the Accessibility section for details.

• Next experience all menu editing

Create and edit application menus and modules directly from the Next Experience UI. Admins can configure Record, List, Dashboard, and Custom page modules from a centralized, platform-native interface.

• In-Product Surveys

Collect feedback from users as they work in Next Experience. Admins can turn off surveys at the instance level.

• User mailbox integration

Enable agents to integrate their personal corporate mail boxes to send and receive emails.

• Granular admin roles required to secure the instance

The granular admin role enables developers and administrators to complete administrative configuration tasks for Notifications without requiring the full admin role.

• Notification agent

The Notification agent enables platform administrators to create and modify email notifications and templates using natural language prompts, reducing the need of navigating complex forms & scripts.

• Granular admin roles in Notify

Configure the Notify application features using the granular Notify admin role (notify_setup_admin).

• Add a Knowledge Graph to an AI agent

The Knowledge Graph tool configuration in AI Agent Studio has a Conversation history toggle that is enabled by default. When enabled, the last 5 conversation turns from the active session are passed to the KG tool allowing users to ask follow-up questions that reference the previous results.

• Kill Switch in Now Assist AI Agents

Runaway agent detection automatically disables an AI agent when the same record repeatedly triggers the same agent objective beyond a configured threshold, preventing unintended consumption of Now Assist requests.

• AI Agent Studio skills migration

Auto-migrate all the AI Agent Studio skills from on-glide execution path to the off-glide execution path.

• Deny-by-default ACL configuration

Enforce deny-by-default access control for AI agentic record types (gen_ai_agent, gen_ai_workflow, gen_ai_skill, Flow, flow_action) for newly activated ServiceNow instances. In previous releases, these types defaulted to allow access.

• Execute a run for an AI voice agentic asset

Automated agentic evaluations are now available for voice agents. You can generate conversations based on scenarios that are described or input manually to generate execution logs for voice agents for evaluation.

• Create an AI agent

The AI-native experience for an AI agent is available exclusively with the installation of the Off Glide Conversation Server plugin (com.glide.cs.offglide).

Note: To use the AI agent in AI-native mode, make sure to test it so it works as expected.

• Test an agentic solution in AI Native mode

Use the AI Native playground experience to test your agentic solutions.

Note: The AI-native playground experience is exclusively accessible when the Off Glide Conversation Server plugin (com.glide.cs.offglide) is installed. If the plugin is not installed, you will continue to access the standard testing playground.

• Add tools and information to an AI agent

Add widgets for tool outputs to provide an improved experience in AI-native mode.

Note: The display output widget options are exclusively accessible when the Off Glide Conversation Server plugin (com.glide.cs.offglide) is installed. If the plugin is not installed, you will continue to access the standard add tool form.

• Now Assist Readiness Evaluation

Use Now Assist Readiness Evaluation to assess your instance readiness for AI adoption, identify areas to prepare for AI, and access direct links to improve those areas.

• Activate Now Assist skills

Use the conversational experience in the Now Assist panel to activate and set up base system skills.

• CSM automation opportunities from chat, voice, and email data

Discover automation opportunities for CSM AI deployment by using AI Agent Advisor to analyze interaction data from chat, voice, and email channels. Match or generate channel-specific AI agents to implement the automation opportunities.

• Asset inventory enhancements

View and create Now Assist Data Kit, Now Assist Skill Kit, Knowledge Graph, and Catalog assets in your instance using the asset inventory.

• Automation opportunities enhancements

View additional filter and sorting options along with updated metrics in the automation opportunities list. Automation opportunity cards on the home page and in the list provide additional information and an updated appearance. An AI Agents tab is added to the Resolution Steps page, and the Agent guided setup tab can be opened to complete development of AI agents. The Continue building AI agent box gives options for Chat Agent and Voice Agent.

• AI execution and business value dashboards

View analytics dashboards showing the performance of your AI assets, including Now Assist Center Performance Explorer and Now Assist Center Business Value dashboards.

• ServiceNow product tiers

The ServiceNow AI Platform now brings you an AI native experience with three licensing tiers available:

• Foundation: AI agents and skills to deliver insights
• Advanced: AI agents and skills to boost productivity across relevant use cases
• Prime: Act autonomously with all AI agents and skills, and create your own
• Now Assist Center workspace

Use the Now Assist Center workspace to set up, monitor, and manage your Now Assist solutions without switching between separate applications.

• Now Assist panel

Use the conversational interface to have your AI guide perform Now Assist admin and setup tasks and find help.

• Actionable use cases

Use actionable cards on the home page to view and activate guided quick-start use cases that start your AI implementation.

• Automation discovery with AI Agent Advisor

Use AI Agent Advisor to analyze actual instance data, identify automation opportunities, and view proposed AI automations.

• AI agent matching and automated deployment

Find existing AI agents that support your identified automation opportunities, and automate the creation and deployment of new agents.

• Integrations with other Now Assist applications

Access other Now Assist applications from a centralized tabbed workspace experience to configure your AI implementation.

• AI adoption metrics

View performance and usage statistics for your AI implementation.

• Large language models on the ServiceNow AI Platform®

The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection.

• Create AI assets conversationally with Build Agent

If you have a Now Assist for Creator subscription, you can use Build Agent to conversationally create agentic workflows, AI agents, and skills for custom apps.

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases
• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

• Now Assist formula generation for CWM tasks

Generate formula columns by describing a calculation in plain language. When adding a formula column to the List view, prompt Now Assist to generate a formula by entering what you want to calculate. For example, days between start date and end date or sum of estimated hours for subtasks.

• Now Assist scrum task generation for stories

Generate scrum tasks from user story descriptions and acceptance criteria using Now Assist. Trigger the scrum task generation from the story form or inline from the Sprint planning view, and receive a relevant set of tasks as a starting point for your sprint planning. You can then review, edit, and add the generated tasks to fit your team's workflow.

• ---

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases

• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

• Summarize CMDB readiness with the Now Assist skill

View an AI-generated summary of the CMDB success advisor for Hardware Asset Management (HAM) dashboard data. The summary highlights the key findings on CMDB data accuracy, completeness, and health, and suggests remediation actions to address the findings.

• View CI attribute descriptions on CI forms

The skill answers your questions on CI classes and attributes to help you work in CI forms, dashboards, home pages, and other views on the workspace. You can submit similar queries on the Explore CI view.

• CMDB searches can include relationships

Search queries can depend on relationships between CIs and can span multiple tables. For example, you might ask: "Search for servers that depend on databases - only Linux servers running Redhat".

• Search the Service Graph database using natural language

Now Assist for CMDB analyzes your search criteria, identifies implicit filters, determines the optimum search method (keyword search or query generation), queries Service Graph data, and then displays the results. You then have the option to refine the search using natural language in the Now Assist panel.

• Large language models on the ServiceNow AI Platform®

The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection.

• Upload brand guidelines to generate theme colors

Upload brand guidelines as a PDF to the Theme Builder theme creation workflow to generate themes aligned with your brand.

Improve transparency across your app development environment using the release lifecycle documentation AI agent to generate update set descriptions and release notes.

• Generate themes using the new theme generation workflow in Theme Builder

Use the new theme generation workflow in Theme Builder to generate themes based on your brand image. After generating a theme, navigate to Theme Builder to publish and apply additional styling.

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases

• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

• ---

Use Build Agent in ServiceNow Studio to create and edit full-stack applications conversationally.

Use Now Assist to generate application modules in UI Builder workspaces using natural-language prompts. The Now Assist agent processes your prompts and generates various modules, including lists, records, URLs, scripts, dashboards, and folders.

• New agentic development documentation

Read new documentation that introduces agentic development, which is a natural language approach to application development on the ServiceNow AI Platform. The documentation includes how to get started, when to use it, and how it fits within the broader suite of AI-powered development tools.

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases

• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

• AI agent: Parts Manager

Track and validate parts usage when closing work order tasks. The Parts Manager AI agent interprets activity notes to update parts statuses and automatically adjusts inventory when tasks are closed. The AI agent is available through the Now Assist panel on platform and through the ServiceNow Agent mobile app.

• AI agent: Create Work Order from image

Create work orders by uploading photos of equipment issues. The AI agent extracts relevant information from the image to populate work order fields. A cancel option is available when selecting photos from the camera or photo library.

• Voice-to-text input in Now Assist Virtual Agent

Use voice input when interacting with Now Assist Virtual Agent in the ServiceNow Agent mobile app. Tap the microphone icon to dictate messages instead of typing.

• New third-party AI model provider options available for all AI applications

Google Gemini and AWS Claude are available for generative AI skills and AI agents, in addition to Now LLM Service and Azure OpenAI.

Australia Patch 3

• Insurance CSR support AI agent

Provides insurance CSRs with AI-driven live assistance during voice calls in Agentic Contact Center for Insurance. The agent monitors the call transcript and, when prompted, identifies the customer's intent and surfaces relevant insurance data and knowledge base content. The agent responds to typed queries, or the CSR can request to have the agent read the latest transcript to infer the customer's most recent question.

• Insurance interaction context summary skill

Generates a call-contextual summary in the Interaction page in Agentic Contact Center for Insurance. When a call is assigned to a CSR, the skill surfaces the customer's likely reason for calling, related cases, and relevant insurance products in the Relevant details for this call card.

• Insurance CSR customer insights AI agent

Enables insurance CSRs to ask natural-language questions about a customer's insurance relationship directly from the Customer 360 page. The agent retrieves data from insurance policy, claims, and servicing sources, and returns contextual responses to the CSR.

• Insurance Customer Profile Summarization skill

Provides AI-generated summaries of an insurance customer's profile, status, and policy portfolio directly in the Customer 360 page in Agentic Contact Center for Insurance.

Australia Patch 1

• Banking CSR support AI agent

Provides CSRs with AI-driven live assistance during voice calls. This AI agent monitors the transcript of the call. When prompted, the agent identifies customer intent, surfaces knowledge-based recommendations, and suggests next-best actions.

• Customer interaction context summary skill

Generates a call-contextual customer summary in the Interaction workspace in the Agentic Contact Center for Banking. This summary is scoped to the intent of the inbound call, providing the agent with a snapshot of the customer's situation when the call begins.

• Banking CSR customer insights AI agent

Enables CSRs to ask natural-language questions about a customer directly from the Customer 360 workspace. The agent aggregates data from predefined sources, then uses the information to generate accurate, contextually relevant answers.

• Customer profile summarization skill

Provides AI-generated summaries directly on the Customer 360 workspace in the Agentic Contact Center for Banking, reducing navigation across multiple systems.

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases
• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

• In-form deflection

In-form deflection enables end users to find resolutions without creating an incident. When a user describes an issue in the Short description field, Now Assist for IT Service Management (ITSM) searches the knowledge base and returns relevant solutions tailored to that specific user's context.

• Generate change risk assessment answers

Generate answers and reasoning for each supported question in a change risk assessment, directly from a change request in Core UI or Service Operations Workspace (SOW). This Now Assist skill is turned on by default. When you select Generate Answers, Now Assist reviews the change request, related records, and knowledge articles, and then suggests an answer and a reasoning for each supported question. The Reasoning field explains why Now Assist selected each answer, so you can review and adjust the answers before you submit, or complete the assessment manually. The skill supports Likert-scale questions only. In SOW, this skill is available in version 9.2 or later.

• ITSM Virtual Agent topics analytics

Analyze topic-specific performance and user interaction patterns using the enhanced Topics analytics in the ITSM Virtual Agent dashboard. View detailed per-topic drill-downs showing key performance indicators. Track topic trends and failure rates with sortable columns, and identify areas for improvement.

• Insights and Opportunities for Incident dashboard

Automatically cluster incidents into trend categories and get AI-generated summaries of incident patterns, along with insights into SLA performance, sentiment, channel adoption, and geographic distribution using the Insights and Opportunities for Incident dashboard in Service Operations Workspace.

• ITSM Virtual Agent resources analytics

Identify which knowledge article or catalog item resources support successful deflections and which ones are unable in preventing the transfer to a live agent using the Resources tab in the ITSM Virtual Agent dashboard to gain visibility into the ITSM Virtual Agent usage and effectiveness.

• Password reset voice AI agent

Use the Password reset with voice AI agent to reset your password by receiving instructions from a knowledge article via email, a reset link via SMS, or having the reset URL read out by voice.

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases

• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

• ITSM Virtual Agent resources analytics

Identify which knowledge article or catalog item resources support successful deflections and which ones are unable in preventing the transfer to a live agent using the Resources tab in the ITSM Virtual Agent dashboard to gain visibility into the ITSM Virtual Agent usage and effectiveness.

• Incident assist agentic workflow

Answer incident-related questions using context-aware agents. Handle queries about incident details and get information about related records.

• Enhancements to the Incident assist skill

The features in the [DEPRECATED] incident assist skill are available in the incident assist agentic workflow. You may turn off this skill and use the agentic workflow that has enhanced capabilities.

• Creating a catalog item for unlocking accounts using the voice AI agent

Use the Submit account unlock catalog with the voice AI agent, which is a primer, to create a catalog item to unlock the specified account when a user calls the help desk.

• Enhancements to Troubleshoot Outlook issue with voice AI agent

Email relevant troubleshooting articles and instructions to users when you troubleshoot Outlook issues for them.

• Knowledge Article Advanced Editor page

Use the new Knowledge Article Advanced Editor page to create or edit Knowledge articles using open prompts.

• ITSM Conversational analytics dashboard

Get insights into virtual agent adoption, usage trends, and track metrics in Now Assist in Virtual Agent.

• Getting summary of an incident in the Details tab

Resolve incidents faster by getting the incident summary in the Details tab of the incident.

• Configure summaries and responses for Request Management records

As an admin, you can configure the following Request Management skills:

• Request summarization
• Requested item summarization
• Catalog task summarization
• Request activity response generation
• Requested item activity response generation
• Catalog task activity response generation
• Summarize Request Management records

View an aggregate of all relevant updates and progress indicators in a single, dynamic summary.

• Generate a response to request activity

Generate a response in record activity streams of requests, requested items, and catalog tasks.

• DEX issue diagnosis and resolution agentic workflow

Service desk agents can diagnose and resolve Zoom call quality issues using the Digital End-User Experience (DEX) issue diagnosis and resolution agentic workflow, which integrates Zoom- specific diagnostics that correlate device, network, and application data.

• AI-powered root cause analysis for Zoom call quality issues

Use Now Assist for Zoom call issues to identify the root cause of call quality degradation and review the supporting metric evidence for deeper insight. The analysis highlights the contributing device and network factors directly in the Zoom call quality view. Get the real-time guidance, including device ready remedial actions, contextual self-help instructions, and relevant Knowledge articles to help resolve the issue efficiently.

• Get AI driven insights for boot time performance

Monitor device boot time to identify slow start-up issues and use Now Assist to investigate the root cause and get suggested resolutions, including remedial actions, self-help instructions, and Knowledge articles to resolve boot performance problems quickly.

• Summarize an Operational Technology incident by using Now Assist for Operational Technology Service Management (OTSM)

Automatically summarize an OT incident using the Summarize UI action to produce a concise summary of the incident.

• Generate resolution notes for an Operational Technology incident

Automatically generate resolution notes for an OT incident using the Generate resolution notes UI action to produce a concise summary of the incident.

• Generate OT KB articles agentic workflow

Automatically generate a KB article for an OT incident when the state of the incident is set to Resolved. The article contains the following information:

• Site
• OT Device
• Equipment model entity
• Summarization
• Resolution notes
• KB Base
• Author

Australia Patch 1

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases

• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

• Order fallout AI agent

Automatically create fallout records mapped to existing fallout types for streamlined error tracking and follow-up.

• Move Order Voice AI agent

Use this agent to help you create a move order capture journey by collecting details such as the customer’s name, current service location, product offering, and new service address.

• Now Assist for Sourcing and Procurement Operations (SPO)

Analyze sentiment in procurement casesHelps procurement specialists to analyze procurement case fields and live agent chats to determine the tone of the fulfiller.

Generate email responsesAnalyze procurement case, sourcing request, purchase requisition, sourcing event, negotiation, and stretch items like procurement, sourcing, and receipt tasks to generate professional email response. This eliminates the need to manually look up information across multiple records and allows procurement specialists to handle inquiries effectively.

Upload a Statement of Work (SOW) to request a purchase Upload SOW documents to submit purchase requests. AI agents parse your documents, extract relevant data, and prepopulate your request, enabling you to focus on reviewing and approving submissions instead of manual data entry.

Conversational intake for sourcing and procurement agentic workflow Streamline end‑to‑end procurement workflows with a conversational intake experience powered by AI agent support. AI agents guide you through relevant steps while providing contextual recommendations and real-time progress updates.

Automatically assign categories during SR and PR creation Automatically classify service requests, purchase requisitions, and purchase orders into the correct spend categories using the spend categorization AI agent.

• Now Assist for Supplier Lifecycle Operations (SLO)

AI driven supplier onboarding using Now Assist for SLO Use theAI driven supplier onboarding workflow to automate data validation, duplicate checking, task generation, and supplier communication. Key enhancements include:

• Extract banking information from uploaded documents to reduce information mismatch.
• Use the document strategy generator AI agent to generate a customized onboarding task list using all published knowledge base articles.
• View a list of AI-suggested suppliers while reviewing supplier onboarding requests initiated through sourcing requests.
• Supplier relationship managers can manually approve or reject supplier onboarding requests.
• Resolve duplicate supplier onboarding requests from the Now Assist panel by updating the supplier legal name, contact email, or both. Automate supplier case creation from emails Convert supplier emails into cases automatically when registered supplier contacts send emails to a supplier inbox. Supplier cases are created for all SLO related queries and assigned to the supplier relationship manager. For queries unrelated to SLO, a universal request is created for resolution.

Summarize supplier performance in Source-to-Pay Workspace Generate comprehensive supplier performance summaries, including performance data, trends, and actionable insights, using the supplier performance summarization skill.

Analyze sentiments in supplier cases Use the sentiment analysis skill to analyze supplier case fields and determine the tone or sentiment of the fulfiller.

Generate an email response for supplier cases Use the email response skill to analyze the supplier case details and generate professional email response regardless of the record type using past email responses, KB articles, and related tasks.

• Source-to-Pay Operations common skills

The Email response generation skill uses generative AI to automatically draft professional, context-aware email responses for supplier inquiries, procurement communications, and AP case management across Source-to-Pay workflows (APO, SPO, SLO), reducing manual effort and improving response consistency.

The Sentiment analysis skill uses large language models to detect emotional tone (Positive, Negative, or Neutral) in cases across Source-to-Pay workflows (APO, SPO, SLO).

The AI Data Explorer for Source-to-Pay (APO, SPO, SLO) supports AI-driven prompt understanding, recommended queries, and drill-down capabilities within a unified interface.

• Now Assist for Accounts Payable Operations (APO)

Use the accounts payable document classification skill to identify and categorize email attachments, such as invoices, credit memos, and supporting documents, that were sent by suppliers.

• Now Assist for Purchase Order Management (POM)

Convert supplier emails into purchase order exceptions automatically when a registered supplier contact sends emails to a supplier inbox. Purchase order exceptions are created for all purchase order queries and assigned to the operational buyer. For queries unrelated to purchase order exceptions, a universal request is created.

Use the define PO exception mitigation strategy agentic workflow in Now Assist for POM to identify and execute mitigation strategies by analyzing delivery gaps and proposing order changes with alternative suppliers.

Australia Patch 1

• AI-generated insights for goals

Generate AI‑powered insights using the goal insights skill to gain predictive, actionable visibility into goal health. By analyzing the goal, goal targets, subgoals, and aligned work, the system delivers data‑driven insights that help goal owners and contributors manage risks proactively and improve goal outcomes. Insights include AI-forecasted status, confidence of achieving the goal, targets at risk, and aligned work or recommendations that have been delayed or stalled.

• Squad resource identifier

Recommend internal experts based on engagement context, skill set, region, and real-time availability. Assist customer success teams to quickly identify and connect with the right individuals to support success plays, initiatives, or critical escalations, helping to ensure faster and more effective collaboration across engagements.

• Product release email communication

Automatically draft, refine, and publish release announcement emails. It identifies the right stakeholders, helps to ensure consistent messaging, and streamlines distribution.

• Risk signals and solution synchronization

Monitor solution records linked to risk signals and automatically sync updates back to the original risk signal record. Notify customer success managers with a summarized status, and prompt them to close resolved risks.

• Create product adoption roadmaps using Now Assist

Use generative AI to create product adoption roadmaps by analyzing customer characteristics, identifying similar products, and matching customer goals. Provide contract-level insights to support more effective renewal conversations and expansion opportunities.

• Support renewals and expansion

Analyze renewal readiness automatically by evaluating health scores, product usage, and value achievement metrics using the Renewal Insight Engine. After receiving assessment reports, create opportunities directly within the renewal playbook.

• Customer 360 AI insights

Analyze call, chat, billing, and interaction data with Knowledge Graph and Workflow Data Fabric. Provide service and network insights with recommendations on potential customer faults. Deliver task-based insights on recent cases, orders, A2A integration with RADCOM, voice agent interactions, and sentiment analysis related to customer health.

• Auto-onboarding

Reduce onboarding complexity for consumers with automated onboarding. This feature autonomously manages onboarding workflows, establishes secure connections, synchronizes settings, and continuously monitors for errors to help ensure reliable, efficient integrations with minimal manual effort.

• Analyze the sentiment of a service problem case using Now Assist for TMT

Generates the customer's sentiment and the reasoning behind it on the complaint cases. Make informed decisions on complaint cases based on sentiment and link them to the Alternative Dispute Resolution (ADR) case record.

• Summarize the linked records using Now Assist for Telecommunications, Media and Technology (TMT)

Generate a comprehensive summary of the service problem case records that you have linked on the ADR case.

• Generate resolution notes for ADR case

Enables you to generate resolution for the customer dispute in the ADR case record. You can propose this resolution to the customer and get the customer feedback.

• Generate a deadlock letter using Now Assist for TMT

Generate details of a deadlock letter for an ADR case. If the customer doesn't agree with the ADR case resolution, then you can use this skill to generate the deadlock letter and share with the customer.

• Improved AI Agent for SAP OData services

Reduce missed integration opportunities and accelerate development by discovering relevant SAP OData v2 services for your models using the OData Services Recommender AI agent. This workflow finds standard SAP capabilities that align with your use cases.

• Feedback for Now Assist contract analysis

Provide feedback on AI-identified non-standard and missing clauses to help improve AI accuracy over time. When reviewing contracts using Now Assist contract analysis, you can indicate whether the AI suggestions were helpful or not helpful by using the thumbs up or thumbs down feedback options. You can also provide optional qualitative feedback with comments. The feedback option is available in both the workspace and Microsoft Word add-in.

The feedback provided on each clause is captured in the Contracts Gen AI Feedback table.

• Automatically navigate to non-standard clauses in Microsoft Word add-in

Locate non-standard clauses easily in Microsoft Word. The document scrolls to the relevant section using AI citations when you select a Now Assist suggestion in the Microsoft Word add-in.

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases

• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

• Document and visual insights AI agent enhancements

The document and visual insights AI agent can recognize and provide citations for multiple attachments.

• Monthly roster rotation for an on-call schedule

Simplify shift management by configuring a monthly roster rotation for an on-call schedule. This option is available only for the 2024 schedule engine.

• Granular role for on-call schedule configurations

Configure on-call schedule features using the granular and specific role, sn_on_call_admin. It contains sn_trigger_table_cfg_read and sn_trigger_table_cfg_write roles.

• Export action task reports

Export DRIR assessment action task reports in Microsoft Word, Microsoft Excel, or JSON format from a drop-down menu. Generate Microsoft Word documents for narrative reports, Microsoft Excel spreadsheets with structured question-answer layouts, or JSON files for system integrations.

Manage document outputs centrally with the Reporting Configurations module in Digital resilience incident reporting. Administrators can manage template configurations, content configurations, and data relationship configurations from one place.

• Convert and aggregate contractual expenses to regulator-required currencies

Standardize annual expense values during Register of Information report generation by enabling optional currency conversion and third-party total expense aggregation. The application converts contract amounts to a base currency using 32 European Central Bank (ECB) exchange rates based on the reference date. Administrators upload monthly rates into the system. When eligibility criteria are met, expenses across multiple contracts are aggregated by third-party providers or engagements, generating consolidated reports that comply with DORA regulatory requirements.

• Validate Legal Entity Identifiers using GLEIF API

Validate Legal Entity Identifiers (LEIs) in real time against the GLEIF API across all four record form types — Legal Entity, Branch, Third Party, and Third Party Engagement. Name and country fields are auto-populated or cross-checked on create and update, with warnings shown on mismatch.

During Microsoft Excel upload, a batch verification consolidates and validates all LEIs against GLEIF before processing, flagging warnings while allowing administrators to save flagged rows for later correction. During CSV package download, a dedicated LEI validation report is generated.

• GLEIF API performance using system properties

Configure GLEIF API behavior using the following system properties:

• sn_dora_accel.gleif_api_batch_size — Controls how many LEIs are sent per request.
• sn_dora_accel.gleif_api_timeout_ms — Sets the HTTP timeout per API call.
• sn_dora_accel.lei_save_on_gleif_error — Controls whether rows that fail GLEIF validation during Microsoft Excel upload are saved with warnings or rejected.
• Monetary values for DORA reporting

Control monetary value precision in DORA reports using the sn_dora_accel.decimals_monetary system property. Set it to 0 to round to whole units, or a negative value (for example, -3) to round to thousands, based on regulator requirements.

• Duplicate record detection and warnings in reporting

Detect and prevent duplicate DORA records across key workflows. A business rule blocks saving on the Contractual Arrangement form when a duplicate record is detected. Warnings are displayed when duplicate rows are found during CSV downloads.

• Run advanced scenario analysis using simulation

Plan and run advanced scenario analysis on a dedicated Scenario Analysis record, capturing simulation method, dependencies, and assignee. Progress through a guided Playbook with stages for dependency scoping, scenario testing, result review, impact assessment, and final completion.

Execute statistical model profiles to evaluate severe-but-plausible scenarios across services and dependencies. The record is locked once the treatment decision and reason are recorded.

• Template versions

Track Smart Assessment Engine (SAE) template versions across assessment flows. New assessments automatically use the latest published Smart Assessment template version, while existing records on older versions continue to function without disruption. Assessment questions and automation logic handle different template versions correctly within the same flow.

• Edit a calculated metric definition formula

After upgrading GRC: Metrics to version 22.3.1, you can edit a calculated metric definition formula after it has been executed. When you save an edited formula, select a date from which the updated formula applies. Each saved edit creates a new formula version.

After upgrading Document Designer to version 22.3.2, the Microsoft 365 reporting and Document Designer add-ins are consolidated into a single Document Designer plugin. A Create Claim button is added to the manifest. The repeater limit per document increases from 2 to 5, and the repetition limit per repeater increases from 200 to 500.

With AI for Document Designer, you can use the AI reporting assistant to generate report content from ServiceNow data using prompts directly within Microsoft Word. The assistant inserts the output into your document as stories, tables, charts, or data points.

• Components installed with Operational Sustainability Management (formerly ESG Management)

After upgrading Operational Sustainability Management to version 22.3.1, Operational Sustainability Management roles are mapped to Risk Library and Compliance Library feature roles to enforce functional domain separation. Users assigned these roles can access only risk and compliance records tagged to the functional domains they are authorized for.

• Document intelligence for utility invoices

After upgrading Now Assist for Operational Sustainability Management to version 22.0.1, unit values from invoices and updates metric data are extracted automatically, reducing manual data entry and improving data accuracy.

• Integrating Operational Sustainability Management with Socialsuite

After upgrading Operational Sustainability Management to version 22.0.1, streamline sustainability reporting and compliance processes by conducting CSRD-compliant double materiality assessments in Socialsuite and automatically syncing the results with Operational Sustainability Management. This integration supports impact and financial materiality assessments following Global Reporting Initiative (GRI) and European Sustainability Reporting Standards (ESRS) standards.

• Create a threshold for a metric

After upgrading Operational Sustainability Management to version 22.0.1, you can configure thresholds with multiple levels and ranges for granular monitoring. When thresholds are breached, automated actions trigger immediately.

• Now LLM service deprecation

The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection.

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases

• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

• Summarize an OT incident by using Now Assist for OTSM

With Now Assist for Operational Technology Service Management (OTSM), summarize an OT incident using the Summarize UI action to produce a concise summary of the incident.

• Generate resolution notes for an OT incident by using Now Assist for OTSM

With Now Assist for OTSM, automatically generate resolution notes for an OT incident using the Generate resolution notes UI action to produce a concise summary of the incident.

• Generate a KB article using an agentic workflow included in Now Assist for OTSM

With Now Assist for OTSM, automatically generate a KB article for an OT incident when the state of the incident is set to Resolved. The article contains the following information:

• Site
• OT Device
• Equipment model entity
• Summarization
• Resolution notes
• KB Base
• Author
• Use the Employee Center for OT to report an OT incident

Create an OT incident as a user without an OT incident role with the Report OT incident item in the Employee Center for OT.

• Now LLM service deprecation

The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection.

• Use Enhanced Access Control for OT

Enhanced Access Control for OT implements data filters, deny unless access control rules (ACLs), and ACL query rules to help promote system security.

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases

• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

• Operational Technology Network Map

Use the OT network map available in the Industrial Workspace to view the subnets of a site and the OT devices in each subnet.

• CMDB OT class model updates

Configure for your OT devices with the following CMDB OT class model updates:

• The IP Network Subnets related list was added to IT devices in the OT view. The list shows all subnets related to the device and IP Network subnets for the selected OT device.
• The IP Network Subnets related list was added to the following CMDB classes:

  -   cmdb\_ci\_display
  -   cmdb\_ci\_firewall\_network
  -   cmdb\_ci\_security
  -   cmdb\_ci\_ids\_network
  -   cmdb\_ci\_imaging
  -   cmdb\_ci\_unclassed\_hardware
  -   cmdb\_ci\_multimedia
  -   cmdb\_ci\_monitor\_control
  -   cmdb\_ci\_aix\_server
  -   cmdb\_ci\_computer
  -   cmdb\_ci\_esx\_server
  -   cmdb\_ci\_hardware
  -   cmdb\_ci\_hpux\_server
  -   cmdb\_ci\_hyper\_v\_server
  -   cmdb\_ci\_iot
  -   cmdb\_ci\_ip\_firewall
  -   cmdb\_ci\_ip\_router
  -   cmdb\_ci\_ip\_switch
  -   cmdb\_ci\_linux\_server
  -   cmdb\_ci\_monitor\_control
  -   cmdb\_ci\_netgear
  -   cmdb\_ci\_ot
  -   cmdb\_ci\_pc\_hardware
  -   cmdb\_ci\_printer
  -   cmdb\_ci\_protocol\_converter
  -   cmdb\_ci\_server
  -   cmdb\_ci\_solaris\_server
  -   cmdb\_ci\_unix\_server
  -   cmdb\_ci\_ups
  -   cmdb\_ci\_win\_server
  

  • You can now view the OT device details for the following CMDB classes:
    • cmdb_ci_esx_server
    • cmdb_ci_hyper_v_server
  • Because the OT device details are included in the form view of the CMDB class table, the OT device details tab was removed for the following CMDB classes:
    • cmdb_ci_aix_server
    • cmdb_ci_hpux_server
    • cmdb_ci_pc_hardware
    • cmdb_ci_hyper_v_server
    • cmdb_ci_esx_server
    • cmdb_ci_solaris_server
    • cmdb_ci_unix_server
    • cmdb_ci_ups
  • Admins can edit the protection policy for an OT View rule for all CMDB classes.

• View touchpoint records for a task

Gain complete visibility into customer engagement by viewing a complete touchpoint timeline on every opportunity so that teams have context at their fingertips.

• Add competitors to an opportunity

Identify and store competitor information for product offerings and product family within an opportunity.​

• Support for opportunity allocation

Divide sales credit across multiple contributors on a single opportunity for accurate attribution and compensation.

• Customer entities on opportunity

Capture the deal type (Direct or Indirect) on customer entities to align opportunities with defined routes to market and support consistent, compliant processing across systems and teams.

• Manage touchpoints on an opportunity

Create touchpoints, log interaction activities, and schedule meetings directly from an opportunity record. A consolidated view of all touchpoints and meetings on an opportunity provides full visibility into customer engagement throughout the sales cycle.

• Opportunity probability score and insights

Enable sales representatives, managers, and revenue operations teams to prioritize deals using an AI-powered probability score (0–100%) with qualitative ratings. The score is integrated into the opportunity workspace and includes an opportunity summary covering stage, annual contract value (ACV), forecast category, close date, engagement history, and the most recent notes.

• Manage opportunities in the MCP client

Create, retrieve, update, and delete opportunity records and related entities including contacts, competitors, tasks, touchpoints, and line items from any MCP client, without navigating to individual record forms.

• AI summarization for opportunities

Generate AI-powered summaries of opportunity data including emails, tasks, meetings, and notes for a snapshot of current status, identify potential risks early, and reduce ramp-up time when transitioning ownership of an opportunity.

• Guided selling on opportunity

Guided selling on opportunity helps enforce process compliance and manage all deal-related actions from a unified workspace by letting you:

• Configure mandatory exit criteria per opportunity stage to enforce process compliance and prevent stage advancement until required actions are complete.
• Guide sellers with stage-contextual playbook activities, progress indicators, and inline compact playbook views all without leaving the opportunity Overview tab.
• Consolidate all deal-related tasks, meetings, touchpoints, and stage guidance into a single Action Center panel that updates in real time.

• Delta pricing on orders

Calculate pricing and quantity changes during MACD activities and renewals by deriving deltas from existing products, contracts, or purchases. This improves accuracy when processing order modifications.

• Defaults contract type and contract line type when empty, based on the order and line actions being performed.
• Adds delta pricing–related header and line fields, along with pricing adjustment rule identifiers and conditions, and supports mapping these fields across order, product instance, and order copy flows.
• Price and quantity ramps on order line items

View price and quantity ramps directly on order line items to model planned changes over time within a single order, providing visibility into pricing changes without managing multiple orders. For more information, see the Product Catalog Management and Pricing Management release notes

• Manage order updates with Now Assist

Use a conversational AI assistant to improve order triage and resolution. The assistant understands order context and supports guided actions such as updating shipping addresses and quantities across order line items.

• Customer entities on Order

Capture Deal Type (Direct or Indirect) and Route to Market on every order to ensure the right parties are assigned, and deal structure is consistent from quote through to order.

• Order header tasks

Create and track tasks at the order and top order line level, independent of order line items, across all stages of the order lifecycle from pre-decomposition through post-fulfillment to support operational tasks such as customer onboarding, compliance review, approval tracking, customer notifications, and post-activation follow-up.

• Derived pricing on order line items

Improve pricing accuracy by letting the system automatically manage derived order lines based on pricing rule responses. When pricing rules are evaluated, the system handles line-level changes for you based on source product offer lines and their date ranges:

• Adds new system-generated lines when pricing rules require them.
• Updates existing derived lines when pricing conditions change.
• Removes derived lines that no longer apply.
• Restricts editing and copying on system-generated lines to preserve pricing integrity.

• Granular admin roles in Password Reset

Configure the Password Reset application features using the granular Password Reset admin role (password_reset_admin).

• Create data snapshots indicators

Create data snapshots indicators and their sources rather than being able to enable data snapshots only on existing indicators. Benefit from the simplicity of data snapshots indicators, including the escape from the two-level breakdown limit. You can create either automated or formula indicators. Access control for these indicator is the same as for classic Performance Analytics indicators.

• Create intraday indicators

Track process changes at a more granular level than daily, such as by work shift. Data snapshots indicator sources support business calendars with intraday periods, which can be as short as per minute.

• Use new UI Builder templates for Dashboards and Data visualization libraries

Create Dashboard and Data Visualization library pages within your workspaces in UI Builder by using new page templates.

• View usage information in the data visualization library

As an analytics manager, view usage statistics in the data visualization library. Those statistics include the number of reports, data visualizations that aren't used in any dashboards, and the number of data visualizations not viewed for more than six months.

• Get recommendations to review problematic analytics resources

As an analytics manager, view recommendations for which artifacts you should fix or delete in the Dashboard, Data Visualization, and Indicator libraries.

• Executive dashboards

Use the new Executive Dashboards, which have been rebuilt using the Platform Analytics in-line dashboard capabilities.

• View data snapshot indicators in data visualizations

Add indicators that are built from data snapshots sources to data visualizations.

• Nested playbooks

Nest playbooks as a step within other playbooks to enable the following scenarios:

• Define sets of activities for reuse across multiple playbooks to help avoid duplication.
• Break up large playbooks for easy maintenance and fast load time in Playbook Designer.
• Simplified end-user playbook experience

Implement a wizard experience for guiding your end users through a sequence of steps to achieve an outcome, such as servicing a printer.

• Automated Test Framework support for playbooks

The Automated Test Framework can be used to create automated tests to confirm your playbooks run as planned.

• Use AI agents as a playbook activity

Use an existing AI agent as an activity in your playbook to automate tasks. The AI agent gathers the required context, performs the work, and produces outputs that subsequent activities can consume.

• Personal authentication and document access permissions in policy authoring

After upgrading Policy and Compliance Management to 22.3.2, you can enable personal authentication for policy authoring in Microsoft SharePoint and Google Drive. When enabled, policy authoring uses a hybrid authentication model. Create, connect, and upload operations run under the logged-in user's personal credentials, while document access permission grants and content sync always run under the shared service account. This approach supports audit traceability at the individual user level for document operations and keeps access management and sync consistent regardless of who initiates them.

• Dashboard access from Compliance Workspace

After upgrading to 22.3.2, you can access Policy and Compliance Management dashboards directly from the Compliance Workspace.

The following dashboards are available:

• Compliance Overview
• Policy Acknowledgement
• Policy Exception Overview

• Policy Overview These dashboards are also accessible from the Platform Analytics application.

• Assessment template versioning

After upgrading Policy and Compliance Management to 22.3.2, CRI tiering questionnaire, CRI profile assessment, and control assessment templates support versioning. Template managers can create and publish new versions of these templates over time. When a CRI tiering questionnaire, CRI profile assessment, or control assessment is initiated, the assessment is generated using the latest published version of the template.

• Role-based workspace redirection for email notification links

After upgrading Policy and Compliance Management to 22.3.2, email notification links for Policy and Compliance Management records redirect users to their appropriate workspace based on their assigned roles. Users without a workspace role are redirected to the GRC Task Page, or to the classic UI if the common workspace is not installed. The following record types support workspace redirection: Controls, Evidence, Control risk indicators, Indicator task, Policy acknowledgments, and Policy exceptions.

After upgrading Policy and Compliance Management to 22.0.1, the new Control objective workflow feature introduces a structured lifecycle for managing control objective records. Enable this feature using the Enable Control Objective Workflow property under Policy and Compliance > All > Properties and is disabled by default.

• When disabled, only the State field is added to control objective records. Active records show Published, inactive records show Retired, and new records default to Draft.
• When enabled, control objectives move through: Draft, Review, Approved, Current version, and Retired. The following new fields are also introduced: State, Effective date, Revision type, and Record nature.
• Editing a published control objective creates a working draft, keeping the published record active until approved changes are published.
• Users must select a revision type: Major or Minor. A Major revision moves associated controls back to Draft. A Minor revision applies updates without moving controls back to Draft.
• The Owner and Owning Group fields control who can edit the control objective and perform workflow actions.
• Rationalizing control objectives

After upgrading Policy and Compliance Management to 22.0.1, both Unified Compliance Framework (UCF) control objectives and non-UCF control objectives can be rationalized together.

• Recommendation cards show a Source field to indicate whether it originates from UCF or a non-UCF source.
• As UCF control objectives cannot be deactivated, the Identify Duplicates and Finalize sub-states guide the users to retain the UCF control objective. Any UCF recommendations that are not retained are automatically dismissed when the user requests review.
• Only one UCF control objective can be retained at a time. If you retain a different UCF control objective, the previously retained one is automatically dismissed.
• When rationalization is complete, the retained UCF control objective stays active, accepted non-UCF recommendations are deactivated, and any dismissed UCF control objectives remain active and unchanged.

• AI-generated insights for portfolio plans

Gain AI-generated insights into planning items within a portfolio plan using the Portfolio insights skill. Identify planning items that are delayed beyond their planned end date, have delayed starts, or have misalignments between planned and approved dates. Monitor active projects that show early risk indicators but have not yet experienced delays. View AI-generated top root causes and recommended actions for each insight category to help address delays and misalignments effectively.

The AI Insights window displays a timestamp indicating when insights were last generated. You can regenerate insights and recommendations if required to see the changes based on the latest available data.

Users with the sn_align_core.apw_admin role assigned can configure severity thresholds and scoring factors for planning items to control how the Portfolio insights skill classifies insight severity as Critical, Medium, or Low.

• Next Experience for Demand Management

Manage strategic and operational demands in a unified experience in Portfolio Planning. This Next Experience interface consolidates demand creation, assessment, collaboration, and conversion in one place, eliminating context switching and reducing reliance on the classic Demand Workbench.

• Create and manage demands in Next Experience for Demand Management
• Create and manage a demand in Next Experience for Demand Management using guided tabs. These tabs help you define alignment, estimate costs, and confirm readiness as you build out the demand.
• Collaborate on demands through Docs, which syncs execution and planning.
• View, add, and edit cost plans and budgeting details using related lists.
• Use Playbook in Next Experience for Demand Management

Help teams manage demands with greater structure and consistency using Playbook in Next Experience for Demand Management.

Playbooks enable you to define multiple governance processes across the organization using a low‑code/no‑code configuration experience. Create clear stages and guided activities from demand intake to completion by using a default playbook or creating a custom playbook to support your organization’s multiple demand management processes.

• Associate AI systems with demands in Next Experience for Demand Management

Use a playbook activity in Next Experience for Demand Management to associate AI systems with a demand. You can link impacted systems and add new ones directly within the demand workflow.

• Portfolio plan enhancements
• Access the Hierarchy tab directly from the Planning page, located next to the Prioritization tab. This new placement replaces the previous access point within the Prioritization tab, providing a more efficient way to view and manage planning items.
• Save filter views specific to the Hierarchy tab without affecting views in the Prioritization tab.
• View planning items in the new Hierarchy tab on the Planning page, now sorted using global rank when available. Drag and drop is supported for lowest‑level items, enabling you to rerank them within their groups.
• Share a portfolio plan using the Copy link option. This provides access to existing users who have access to the portfolio plan.
• Make a portfolio plan public and share the copied link with Strategic Planning Workspace users, without inviting them individually or as a group. Note that users accessing a public portfolio plan with the shared link cannot view scenarios within the plan.
• Expand or collapse portfolio plan header to maximize screen space while planning.
• Edit the default view within a portfolio plan and save changes using the Save view option.
• View additional status attributes — cost, resource, schedule, and scope — for planning items in Portfolio Planning Workspace. For project planning items, these attributes are synced automatically from the latest published project status report. For other planning items, these attributes can be set manually. Note that project status report attributes synced from the Project status (project_status) table are read-only in Portfolio Planning Workspace and can't be edited directly.
• Set planning item status to No status when a status has not been determined, in addition to the existing Green, Yellow, and Red values, giving planners the flexibility to update the status as needed. By default, the status is set No status when a planning item is created.
• Display rollup bars at parent levels in the hierarchy view and choose the date type to display — approved, planned, or actual. Use the comparison option to compare date types, such as approved versus planned dates, to identify schedule misalignments.
• Plan efficiently with additional pre-defined lenses

Use the Planning item lens to plan, prioritize, and roadmap work in Strategic Planning Workspace directly with planning items, without configuring organization structure, programs, portfolios, or products. The lens supports all enabled work item types, such as projects and demands, and can be used as a standalone lens or alongside other lenses.

• Financials for planning items

View the financial baselines in investment currency and project currency after migrating them from Classic to Next Experience. Migrated financial baselines include actuals, costs, benefits, and budget values from the project currency to the investment currency.

Using multicurrency, new and existing customers see only investment currency fields in demand and project records. Planned costs, actual costs, planned benefits, actual benefits, and budget fields are included in the financial baselines.

• Real-time AI assistance for voice interactions using Live Agent Assist

Live Agent Assist for Voice provides real-time AI assistance to agents during live voice interactions in Agent Workspace. As conversations unfold, it returns answers drawn from the live call transcript and customer context sources such as the Customer Context Builder, knowledge articles, and the Enterprise Knowledge Graph. Agents receive timely suggestions, which reduces handling time and improves first-contact resolution.

• Add a playbook as an action type in Recommended Actions

As an Admin, you can configure playbooks as an action type in Recommended Actions, and the Recommended Actions rule engine recommends the right playbook based on context. Playbooks surface inline as cards in the Recommended Actions panel in Agent Workspace and walk Agents through branching decision trees for support, sales, and troubleshooting scenarios. Embedded actions such as creating a task or triggering a workflow can be executed from within the playbook in the Recommended Actions panel in Agent Workspace.

• Now Assist for CSM Major Issue Management

Use AI to proactively detect emerging issues from case patterns and automatically propose major cases when similar cases trend together. The system monitors recent cases for correlated patterns across the product model hierarchy, and when it identifies a developing issue that no existing major case covers, it proposes a case as a major case candidate for review. Major issue managers gain earlier visibility into developing case patterns and can escalate to major case status faster, reducing the time customers experience disruption.

• Now Assist for CSM- Case insights section

Resolve cases faster with a new case insights section that brings together key case details, customer summary, issue history, sentiment scores, and special handling notes in one consolidated view.

• Customer Service Management AI agent collection- Voice-driven case status retrieval and updates:

Reduce live agent dependency by enabling customers to check open case statuses and submit case updates through guided voice interactions across Genesys, Twilio, NICE, Five9, 3CLogic, and Amazon Connect CCaaS platforms.

• Customer sentiment analysis on email interaction page

View automated sentiment scores and trends from conversation directly on the email interaction page in Now Assist for CSM, The system reads customer emails and gives a score to show how the customer is feeling, so agents and managers can quickly check the customer's mood without reading the whole conversation.

• Now Assist for CSM Case Playbook for Complaints

Replaced the Agent Assist tab in the side panel with a Recommended Actions tab.

• Configure extended tables

Automatically receive concise summaries of case resolutions in Now Assist for CSM, with the extended table, enabling customer agents to quickly understand resolution details and respond to customers.

• Now Assist for CSM- Quality assurance management skill

Automatically evaluate agent activity on closed cases using AI models that score each interaction against a configurable quality rubric, eliminating manual sampling and ensuring consistent, objective assessments at scale.

• Now Assist for CSM-Extended table support for email reply recommendation skill

Automatically receive email reply recommendations on extended table record pages in Now Assist for CSM, allowing agents to quickly respond to customers, provide intelligent recommendations and reducing manual effort.

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases

• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

• Now Assist for CSM-AI workflow tab added in Core UI

Availability of AI Workflow tab within case view of case table records and email interaction view of interaction records in Core UI, showing agentic workflows and actionable AI-driven insights directly in the record UI.

• Now Assist for CSM-Filter controls in Now Assist Guardian

Availability of filter controls for CSM in the Now Assist Guardian interface, allowing users to toggle the base system filters on and off. Filtered results display in a user-friendly format for quick case review and action.

• Guided Decisions - UI Layout tab for the Guided Decision with inputs/outputs activity

Configure the display of knowledge articles directly from the UI Layout tab by setting a default article height and choosing whether articles appear collapsed by default in the playbook.

• Guided Decisions - Restart option for the Guided Decision with inputs and outputs activity

As an agent, you can restart a Guided Decision with inputs and outputs activity in a playbook by selecting the Restart Activity option when the activity is in a complete, skipped, or error state and the stage is still in progress.

• Recommended Actions - Search query term available as an action input mapping value

Added the search query term as a new pill picker value in the action input mapping for search result configurations. This provides the ability for agents to include the search query term as a guidance input.

• Recommended Actions - Hybrid search in AI search

Recommended Actions in CSM Configurable Workspace now uses hybrid search, combining keyword and semantic matching to surface more relevant search results in the AI search tab, even when agent queries don't match article content exactly.

• Recommended Actions - View the relevancy score on the Case resolution guidance

View the relevancy score, which indicates how well a search result matches the agent's query, on the search result recommendation cards in the Search tab of the Recommended Actions panel for the Case resolution guidance.

• Recommended Actions – Configure contextual filtering of AI search results

Enhance search accuracy by ensuring results are contextually relevant to the record being viewed by the agent. Search results are dynamically filtered based on contextual information passed through additional context parameters. To configure the contextual filtering of the Search results, enable the dynamic filter for a search source in a Search profile and then create the AisDynamicFilter implementation for the source which holds the filtering conditions.

• Recommended Actions – Support for mandatory Contextual Inputs

As an RA author, you can mark specific context inputs as mandatory by selecting the Mandatory check box in the Context Inputs form. When one or more context inputs are configured as mandatory, you must set the values for these contextual inputs directly on Recommended Actions component on the record page in the UI Builder for the recommendations to be generated.

• Recommended Actions - Manage and configure metadata with delegated developer approach

Grant granular admin users delegated developer privileges and required roles to manage and configure metadata. This includes the Manage update set permission, domain_picker role, and metadata_scope_viewer role for viewing and modifying the application scope of metadata records.

• AI interaction wrap-up

Provides agents with AI assistance during the interaction wrap-up period. This feature generates wrap-up content for interaction records, such as the wrap-up code and notes.

• Process mining - Pre‑configured templates for CSM Process Mining Projects

Select pre‑configured templates from the Process Mining Content Pack for CSM to quickly set up customer service case projects with default settings already applied. These templates help accelerate project creation by providing standardized configurations tailored for common Customer Service Management scenarios.

• Predictive Intelligence Usage Analytics dashboard

Usage Analytics dashboard is a central location to understand the adoption, effectiveness, and overall value of all your Predictive Intelligence solutions. Dashboard widgets offer several metrics such as total monthly count of predictions per solution type.

• External-facing PDR form configuration
• Starting from version 22.3.x of Personal Data Rights (PDR), privacy administrators can navigate to External form configuration to tailor the public-facing PDR form for their organization. They can map jurisdictions to data subject types and request types, and specify whether an authorized agent can submit a request on behalf of a data subject for each jurisdiction.
• For each jurisdiction, administrators can add terms and conditions, disclaimers, and guidance text that requesters see when they submit a request from that jurisdiction.
• Administrators can also show or hide form fields based on the combination of jurisdiction, data subject type, and request type that a requester selects. The form collects only the information needed, therefore, requesters see only the fields that apply to their request.
• Enable key stakeholders to edit processing activities
• Starting from version 22.3.x of Privacy Management, privacy analysts can add any user, including users without privacy roles, as a key stakeholder on a processing activity. Such users are set to No privilege to respond to assessments by default and therefore, can only view the record if they are granted the business user role.
• Key stakeholders with the appropriate business user role can access and view the related lists of a processing activity directly from the Employee Center.
• After they review the processing activity and find that it needs updating, they can select Request edit access to ask for editing rights to a processing activity.
• New privacy content in Privacy Management Content
• Starting from version 22.3.x of Privacy Management Content, privacy managers can extend their regulatory library with new ready-to-use authority documents, Digital Personal Data Protection Act 2023 (DPDPA), Virginia Consumer Data Protection Act, and Colorado Privacy Act. When activating an authority document, they can select which citations to add to the library, and then select from the AI-generated control objectives already mapped to those citations.
• Privacy Management Content also ships an updated version of privacy risk statement that carries forward the AI-generated risk statements from the previous version and adds new ones. Reinstalling the already existing risk statements after the update may overwrite certain changes made to them.
• Smart assessment versioning of privacy assessment templates

Starting from version 22.3.x of Privacy Management and Privacy Case Management, you can create a version of an existing privacy assessment template to revise the questionnaire, response options, or automations without disrupting assessments that are already in progress. New privacy assessments use the latest published version of the template.

Privacy analysts can now use the Now Assist case summarization feature to quickly understand a privacy case without manually reviewing every field or related list. Now Assist analyzes key case attributes, such as timelines, impacted areas, evidence, and actions, and generates a structured summary directly inside the privacy case. This feature solves a common problem: case data is often lengthy, scattered across multiple related lists, and difficult for analysts to digest efficiently. Analysts can also save and edit summaries as case data evolves, ensuring the record stays current.

Employees can now use the Anonymous Reporting Center to report privacy violations such as data breaches or exposure, unauthorized data use, privacy law violations (GDPR, CCPA), or other privacy-by-design lapses without revealing their identity or location.

Accessed through the Employee Center, the Anonymous Reporting Center portal automatically logs users out to enforce anonymity, creates case records without mapping to employee identity, and provides a unique report key for secure follow-up communication.

Reports are routed to the appropriate compliance team based on the nature of the concern. Throughout the investigation process:

• Investigators can request additional information through a comments system visible to the reporter
• Reporters can follow up on their case using their report key to check progress and respond to questions

• All interactions maintain reporter anonymity at every step; no identity or location data is ever captured or linked This enhancement enables organizations to build trust, mitigate risks before escalation, and ensures regulatory compliance with whistleblower protection requirements.

• Hierarchy and lineage enhancements

The Hierarchy and lineage enhancements enables privacy teams to identify which systems, vendors, and applications belong to a specific processing activity by marking relationships as “part of a processing activity.” This ability differentiates scoped components from global or shared connections. Users can toggle between a processing‑activity‑scoped view and a full lineage view, helping them understand data flows in the appropriate context.

The privacy regulatory content through Unified Content Management provides pre‑built authority documents, citations, control objectives, and risk statements aligned with major privacy frameworks, including GDPR, CCPA, LGPD, and the NIST Privacy Framework 1.0. These resources are available for download directly from the Privacy Workspace, enabling teams to readily access standardized regulatory content.

• Parallel processing for playbook data introduced

Analyze ServiceNow Playbooks, including their stages and individual activities using Process Mining. This capability enables Playbook authors and business process owners to do performance evaluations and optimize Playbooks.

• Process Step filter (Previously Transition filter) & Rule-based Findings enhanced

Unlock new use cases and drive better process optimization outcomes through the enhanced process step filter and rule-based findings.

• Intent and Activity analysis available with Now Assist

Efficiently summarize (human) agent tasks and their sequence in relation to problem types so you can pinpoint areas for improvement and take concrete actions to optimize your processes.

• Mine Agentic AI logs

Create a Process Mining project on Agentic AI data logs by selecting the designated source from a readily available template.

• Integration with Task Mining

Gain insights on the time the workstation users spend and how they accomplish tasks by analyzing their activities. Uncover inefficiencies, standardize best practices, and identify automation opportunities. You can create a Task Mining project from Opportunity details page and Analyst workbench of Process Mining.

• New automated findings introduced

Use the following automated findings to identify improvement opportunities where records follow specific patterns:

• Extreme duration (Node): Identifies patterns where records stay in a step for a significantly longer duration than usual
• High touchpoints (Node): Identifies patterns where a group of records in a step gets updated more often compared to another group to progress to any next step.
• Extreme touchpoints (Node): Identifies patterns where a step requires unusually large number of record updates than the normal range to progress to any next step.
• Slow duration (Node): Identifies patterns where a group of records stays longer in a step than the average duration of another group.
• Multidimensional projects filters

Make analysis easier by filtering multidimensional projects based on child breakdowns and variants as a substitute for filtering on child attributes.

• Evaluation project for security operations available

Try out an evaluation project for security incidents, which can provide improvement opportunities based on assignment group changes, time analysis, priority escalations, and automated indicators such as repeated states and assignment groups. You can target a maximum of 3.6K records that have been closed in the last seven days.

• Introduced views to the Platform Analytics workspace for Process Mining

Display specific activity definitions within the Platform Analytics workspace for Process Mining using views. When working with graphs that contain multiple activity definitions, views help filter the map to show only activities relevant to the problem being analyzed.

• Multidimensional maps are supported on the Opportunity details page and Platform Analytics components

Quickly analyze process maps with multiple tables through multidimensional maps on the Opportunity details page and Platform Analytics component of Process Mining.

Enable external integrations to query the product catalog by calling the POST /api/sn_prd_pm/v1/catalog/search endpoint. This REST API accepts a JSON request body and returns product offering and service specification results, including a semantic similarity score when AI Search is enabled. Users with the sn_prd_pm.product_catalog_viewer or sn_prd_pm.external_product_viewer role can access the endpoint.

• Multilingual support for product catalog entities

Certain key fields in Product Catalog Management tables, such as product offering name and description, have been changed in the Data Dictionary from type string to translated_text. Admins can now set these product catalog fields to display in multiple languages in the product catalog interface.

• Product families

Create product families to provide hierarchical classification similar to category trees. For example, you can use product families to roll up or aggregate measurable items, such as revenue forecasts for reporting or business insights.

• Support manual pricing adjustments in the Sales CRM Pricing API

Pass manual pricing adjustments as part of a pricing request payload using the Pricing API. External systems can include adjustment values directly in a pricing run, rather than fetch manual adjustments from the pricing database when running pricing calculations.

• Support external IDs in the Sales CRM Pricing API

Submit pricing requests that use custom external IDs or codes to reference objects from external systems, such as product offerings, price lists, and cost books. Set a request-level flag that indicates external IDs are to be used for these objects rather than sys_ids. For additional information, see External ID support in Sales CRM Pricing API.

• Renewal pricing for products with price and quantity ramps

Calculate renewal pricing for products with price and quantity ramps, using per year, per term, and price only uplift calculation methods.

• Derived pricing support for sold products
• Use the DerivedProductPriceExtensionPoint extension to determine whether a source line for a quote or sold product and a target line are pairs.
• Use the getAccountLevelDerivedPricedProductsLookupData(pricingEngineContext) method to control the records scanned by the pricing engine to determine account-level derived prices for sold products.
• The pricing engine does the following: - Displays a message indicating when a change to a source product affects the price of a derived product. - Checks product offerings and excludes product offerings with child offerings from derived pricing.
• Multi-attribute pricing rules

Display attribute-based pricing on transaction lines, where the offer price is determined by the combination of attributes, by setting up attribute-based pricing for product offerings based on multiple, combined attributes using the Attribute Adjustment matrix.

• Blended pricing support for contract renewals

Enable sales agents to apply automatically calculated blended unit prices for renewals, based on the existing product price and the renewal uplift required. Blended pricing is used in upsell and down-sell scenarios and in contract line consolidation.

Australia Early Availability

• Service delivery overview

Use Service Delivery Overview L1 menu to access the analytics dashboards. The Service Delivery Overview enables you to access charts and summary data on metrics such as proactive cases, account escalations, SLAs, channels used, core KPIs, and more. The Service Delivery Overview page is available in Service Operations Workspace in all releases. For CSM/FSM Configurable Workspace, it is available only in the Zurich and Australia releases.

• Enhancing customer impact visibility for PSEW processes

Use the customer impact tab in the incident, change, and problem case records. This tab shows key metrics and insights across customer accounts, reactive cases, and install base items. It improves visibility and streamline decision-making during PSEW processes. You can also generate proactive cases and communicate with customers or consumers.

Australia Patch 1

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases

• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

• Associate AI systems with demands in Demand Management

Add and manage AI system associations directly from the AI Associations tab in Demand Management. You can select impacted AI systems or create AI systems using related links directly within the demand workflow.

• Summarize demand records with the demand summarization skill

Generate a concise, structured summary of any demand using the demand summarization skill through the Summarize button in the demand form. The skill reviews the demand fields and helps create a clear summary of the demand.

• Admin role enhancements in Demand Management
• Enabling all users to create ideas with a minimum read role added to the com.snc.idea.universal_request.copy_fields system property.
• The com.snc.idea.universal_request.copy_fields system property can be updated only by users with the idea_admin or pps_admin roles.
• Help ensure that only authenticated users have access to the bubble chart workbench through the UserIsAuthenticated condition added to the bubble chart workbench ACL (access control list).
• Admin role enhancements in Project Management

The Project properties can be edited only by users with the pps_admin role.

• Admin role enhancements in Innovation Management
• The write role has been added for the idea.notification.sender.email andcom.snc.innovation_management.im_editor_attachment_tag_id system properties.
• The idea.notification.sender.email and com.snc.innovation_management.im_editor_attachment_tag_id system properties can be added or updated only by users with idea_admin roles.

Australia Patch 4

• Now assist for SPM enhancements

Added support for third-party LLM models: GPT-5.4 mini and Gemini 3.5 Flash

• RIDAC enhancements
• The RIDAC menu provides access to AI-Identified Risks, RIDAC by Type (Risks, Issues, Decisions, Actions, Change Requests tabs), and All RIDAC.
• Access Risks, Issues, Decisions, Actions, and Change Requests (RIDAC) through tabs (presentation list) in the RIDAC by Type page.

Australia Patch 2

• Auto-sync resource assignments

Sync resources automatically with the sn_pw.resource_assignment_auto_sync_enabled property.

• Project Answers Agent

Use the project answers AI agent to open the Now Assist panel and ask questions about project details. The project answers AI agent supports a broad set of questions across project dimensions and can answer follow-up questions.

• Work notes in project insights

Use task-level work notes as additional context when generating project insights for detailed results. Review insights that reflect both standard task data and work notes content.

• AI rationale enhancements

View task IDs, resource IDs, and other references in the AI Rationale column of AI Project Risks as hyperlinks instead of plain text. Select a link to navigate directly to the related task, resource,or reference.

• Export RIDAC data

Export RIDAC data from Project Workspace in CSV, Microsoft Excel, or XML format using the Export RIDAC option in the more actions menu. Select a file type from the export modal to download the data currently visible in the RIDAC grid. Records not visible in the grid aren't included in the export.

• Project types and project enhancements

Configure project types with custom fields and tailored form views across different types of projects.

• Use a dynamic category to define custom fields for a specific project type. Custom fields are scoped to that project type and don't appear on records of other types or affect default fields.
• Use custom form views to configure a unique form layout for each project type. The form view is dynamically rendered based on the project type assigned to a record.
• Inline comments and email notifications in Docs

Streamline collaboration by enabling inline comments in Docs. Select text to add a comment, mention colleagues using @, and include hyperlinks by pasting URLs. You can comment on plain text, hyperlinks, dynamic data, and text inside table cells, and track discussions through threads, all without leaving the page or switching applications.

Email notifications with comment details, document name, workspace name, and document path are sent when a reply is added to your comment or when you're @-mentioned. Each notification includes a button that opens the document and navigates directly to the comment. Edit or delete your comments and choose to show or hide comment highlights. Users with read-only access can add comments and participate in comment threads.

• Project plan generation

Use natural language, uploaded files, or both to automatically generate a project plan with tasks, dates, and business cases.

• Task generation

Use natural language, uploaded files, or both to automatically populate an empty project with tasks, hierarchy, and dates. Generate and preview AI-created tasks for any project without tasks, including demand-sourced projects, and make edits before tasks are added.

• Risk generation

Analyze project data using generative AI and view suggested potential risks in the AI identified risks page. Accept risks to move them to the RIDAC list. Reject risks to remove them from risk list. Regenerate risks to get suggestions based on current project data.

• Assign a resource using AI resource finder

Identify and assign the best-fit resources to unassigned task assignments using generative AI, which analyzes resource data and generates a fit score and rationale for each available resource based on skills and availability for the task time period. Compare fit scores, AI rationale, and availability for each resource, then confirm the assignment when ready.

• Expanded project insights topics

Use new AI insight topics within portfolio insights, project insights, and status reports:

• Project delays: Identifies delay patterns across your project timeline and reports them in project insights.
• Task dependency: Evaluates task relationships to highlight dependency risks and impacts.
• Budget fluctuations: Monitors budget changes and highlights significant variances for review.
• Scope creep: Detects insights of unplanned growth in a project by comparing the current project state against its first baseline.
• AI status report enhancements

Create AI status reports from an existing template using the Generate from template. Add dynamic tokens to your template to display AI-generated field data in the report document.

Track project health visually. Overall status and individual health sections display as color-coded bullet points with highlighted key values. Sections include scope, schedule, and other health areas.

Australia Patch 1

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases

• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

• AI-generated project status reporting

Generate AI-powered project status reports for quick visibility into project health and executive summaries.

• AI insights for a project
• Use the AI insights page to view consolidated information about project tasks, milestones, resources, financials, and RIDACs.
• Configure the insights to monitor critical project elements, such as financials and RIDACs, for a project.
• Send AI‑generated project insights via email, including financials, RIDACs, milestones, resources, and project tasks.
• Track key project indicators, such as budget overruns, cost variance, high‑risk items, issues, decisions, overdue actions, and change requests.
• Additional admin configuration for project insights generation skill

Configure additional settings as an admin for the project insights generation skill. Choose inputs, display and review the changes.

• Admin role enhancements

Project properties can be edited only by users with the pps_admin role.

• Create an Asset Project Request from Project Workspace
• Create and track the number of requests with project reference or requests which are created as part of an SPM project.
• Provide portfolio and project managers with visibility into the status of associated hardware requests.
• Enable project-based tracking of hardware requests, improving traceability across project plans.
• Help portfolio or project managers quickly understand which asset requests are tied to the project and track their current status.
• Manage resources directly in Project Workspace using interoperability
• View assigned and unassigned work from the embedded resource board.
• Assign unassigned work using automatic or manual effort distribution.
• Preview real-time effort allocations before assigning work.
• Identify resource availability and over-utilization using visual indicators.
• Approve, unapprove, or reprioritize assignments by updating the resource status directly from the resource board.
• Extend or update assignments, including assignments for unassigned tasks, without leaving Project Workspace.

• Enhancements to the grants management Workspace- Rolling grant approvals

Propose awards and declines for any scored subset of applications at any time. The Rolling grant approval feature enhances the Grants management funding workflow, by giving Grant Program Managers the flexibility to propose awards and declines for any scored subset of applications at any time, without waiting for the entire proposal portfolio to complete review. From this release, Grant Program Managers can choose to process funding decisions incrementally as proposals are scored, or continue working in the traditional full-portfolio model.

The feature introduces the Funding Allocation Request as a new record type — an approval packet that groups a subset of proposals for Grant Program Director review. The Grant Program Director can either approve the Funding Allocation Request or reject it, returning all proposals in the batch, regardless of whether they were on the funding or decline track. The proposals in the rejected batch feed back into the Grant Program Manager's working queue, re-entering the funding pool for future review and funding allocation opportunities. The Funding Allocation Requests introduce an alternative to the previous all-or-none approval model and enable continuous, long-running grant programs to operate on a single program record.

Release result letters per proposal for Rolling grant approval scenarios in Grants Management. Once a proposal’s funding or decline decision is approved through its Funding Allocation Request (FAR), the corresponding award, decline, or ineligibility letter can be issued to that applicant independently—without waiting for program-wide completion.

• Investigative Case Management

Create an investigative case using Investigative Case Management. Investigative Case Management guides investigators through the process of organizing, tracking, and resolving investigations, ​developing case details,​ assigning investigators and team members​, and track evidence with logging and metadata. The following features are available as part of Investigative Case Management:

• Entity Management

• Evidence Management With Entity Management, investigators can create investigative tasks and workflows for investigative activities with automated metadata capture (time, source, entities, classification)​, as well as define processing with teams and attorneys and collaborate across agencies/divisions. With Evidence Management, investigators can log and triage evidence metadata (digital, physical, testimonial)​ and maintain an audit trail (Chain of Custody logging), as well as draft, review, and create reports with supporting evidence​​.

• Use Now Assist for Public Sector Digital Services (PSDS) Skills to create case narratives and screen documents

Complete case narratives and make refinements to investigative case records using Now Assist for PSDS Gen-AI skills. Investigators can streamline case narrative refinement by editing content, adjusting tone, and regenerating the narrative for clarity and completeness.

• Use the Case Narrative Refinement AI Agent to refine case narratives in Investigative Case Management

Produce clear, accurate, and well-structured case narratives using the Case narrative refinement AI agent, embedded within the case record page. This AI agent analyzes existing narratives and related case data to suggest improvements in clarity, structure, tone, and completeness, and highlighting gaps and inconsistencies.

• Document Screening AI Skill for Social Benefits Playbook

Validate large volumes of uploaded documents, verify information, flag issues, and highlight key details for case agents using the Social Benefits Playbook with the Document Screening Al Skill, part of Now Assist for Public Sector Digital Services (PSDS).

• GOV.UK Developer Toolkit GDS Service Portal

Launch citizen-facing services using the GOV.UK Developer Toolkit, a collection of pre-built, GDS-compliant portal widgets that developers and partners can use to build service portals for UK government agencies. The GOV.UK Developer Toolkit comes with standardized components (homepage, FAQs, Registration, Profile, login, case detail, knowledge search, record producers) that can be used to assemble portals that meet UK accessibility and design standards and are compliant with GOV.UK Design System patterns​. WCAG 2.2AA compliant, and 400% zoom/reflow support has been added.

• Granular configuration admin roles

Several new granular admin roles enable admins to complete administrative configuration tasks on the Public Sector Digital Services platform without requiring the full admin role. These granular access roles enable a high-level administrator to define and assign custom roles that contain only the specific permissions a user needs, decreasing the number of users with full administrative power over the instance. For more information on granular admin roles, see Granular admin roles.

• Create purchase order exception from Universal Request

Enable buyers to convert universal requests that were generated by the Create purchase order exception via email agentic workflow into purchase order exception records. When emails processed by the workflow lack sufficient context to be automatically converted to purchase order exception records, the workflow creates universal request records. After manual review, buyers can turn universal requests into purchase order exception records.

• Create and assign a purchase order exception task

Create tasks directly from a purchase order exception and assign these tasks to operational buyers or collaborators. Buyers can also track tasks directly from a purchase order exception.

• Updated visualization of purchase order exceptions

View the expanded New activity today section on the Purchase order management landing page, reassign exceptions, and view additional details in the Exception intelligence section. Suppliers can also apply filters to purchase order line lists, enabling quick identification of relevant orders.

• Automated purchase order exception creation from emails

Convert supplier emails into purchase order exceptions when a registered supplier contact sends emails to a supplier inbox. Purchase order exceptions are created for all purchase order queries and assigned to the operational buyer. For queries unrelated to purchase order exceptions, a universal request record is created.

• Identify and execute mitigation strategies for purchase order exceptions

Use the Define PO exception mitigation strategy agentic workflow to identify and execute mitigation strategies by analyzing delivery gaps and proposing order changes with alternative suppliers.

• Support for purchase order confirmation data

Purchase order confirmation and confirmation line tables are available by default when you install the Purchase Order Management plugin, enabling import of this information from external systems. These tables capture supplier acknowledgment and provide buyers visibility into order execution readiness. Note: Integration with external systems is not provided by default.

• Enhancements to the automatic purchase order exception creation from email workflow

The Create purchase order exception from email workflow is enhanced to automatically identify purchase order lines when the email contains an ERP PO and PO line ID instead of just a ServiceNow PO line ID. The workflow also supports additional languages (French, Canadian French, German, Japanese, and Dutch) for emails. These enhancements help in improving supplier communication and reducing manual intervention.

• Consolidate quotes

Maintain traceability from orders to all originating contract lines when creating orders from consolidated quotes. Additional calculated fields on order lines provide visibility into uplift values derived from consolidation rules.

• Add price ramps on a quote line item

Enable agents to create and manage custom ramp structures with flexible segment durations. Make ramp changes across the quote life cycle, including amendments and renewals, while maintaining pricing and quantity consistency across ramp segments.

• Quote approvals

Use the Advanced Approval Management to create approval workflows for end-to-end visibility and control of quote approvals.

• Track approval status, steps, sequencing, approvers, and comments in real time
• Manage quote states and edit permissions automatically as quotes move through Draft, In Review, Approved, and Rejected states
• Receive email notifications for approvers and requesters as approval actions are taken
• Configure approval conditions and sequencing across quotes, quote lines, and related entities using serial, parallel, or hybrid flows driven by business and compliance rules

• Preserve approval history across submissions and quote versions for a complete audit trail

• Customer entities on Quote

Capture the deal type (Direct or Indirect deals) and align it with different routes to market for consistency, compliance, and operational efficiency across systems and teams.

• Australia Patch 1Summarize a quote using quote summarization with Now Assist

Generate a summary of a quote to:

• Summarize key quote components during early customer discussions or pre‑discovery.
• Provide an updated view of the quote after revisions, without requiring review of multiple records.
• Provide a single, consolidated snapshot of all actions, tasks, and notes derived from a quote in one place.
• Highlight custom pricing, discounts, and negotiated changes made during the quoting process.
• Review the quote prior to sending it to the customer to confirm accuracy and completeness.

• Support internal handoffs by summarizing the quoted offer for internal teams.

• Transaction Manager Quote AI Agent

Use a conversational AI agent to manage quote-level operations directly in Transaction Manager. The agent handles a broad range of quoting tasks through a single interface:

• Search for products and match them to your request, then delegate configuration to Config AI for configurable products.
• Update line items and header fields, apply discounts, and trigger events.
• Generate a visible execution plan before acting on complex requests, so you can see what will happen and why.

• Run independent operations in parallel, so multiple configurations can complete simultaneously without blocking other changes.

• Derived pricing on quotes

Improve pricing accuracy by letting the system automatically manage derived quote lines based on pricing rule responses. When pricing rules are evaluated, the system handles line-level changes for you based on source product offer lines and their date ranges:

• Adds new system-generated lines when pricing rules require them.
• Updates existing derived lines when pricing conditions change.
• Removes derived lines that no longer apply.
• Restricts editing on system-generated lines to preserve pricing integrity.

• Try catch component enhancement

You can now precisely control the scope of Try-Catch blocks by selecting which actions (components) to include within exception handling and which to manage outside it. This enhancement provides better control over error handling logic and improves workflow reliability.

• Now LLM service deprecation

The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection.

• Contextualize an external document

Contextualize an external document to get an explanation of why the document is relevant to the selected OT incident.

Australia Patch 3

• Substitute interviewer

Substitute an interviewer for any interview on a job where you're part of the hiring team, from Recruitment workspace. You don't need to reschedule the interview or update invites.

Monitor interview health from the Needs attention list view in Recruitment workspace.

• Create a retail project

Set up a retail project from a predefined template that matches the type of store work, such as a new store opening, relocation, refurbishment, technology refresh, or closure. Each template creates a project with prepopulated tasks and dependent task sequences.

• Use playbooks

Use the stage-gate playbook to guide a retail store project through each stage of its life cycle, from initiation to go-live or closure. Each stage includes prescribed activities, approvals, and team handoffs to confirm that required information is captured and governance processes are followed.

• Private connectivity for zero copy connectors

Connect zero copy connectors to data sources hosted in private cloud or on-premises networks without exposing data source credentials or IP addresses. The Reverse Tunnel gateway routes encrypted traffic between Workflow Data Fabric and private relays deployed in your private network without decrypting that traffic.

• Private relay deployment

Deploy a private relay in your private network to establish an outbound encrypted connection to the Reverse Tunnel gateway. The relay uses the same placement and connectivity model as a MID Server. Authentication is handled automatically.

• Relay heartbeat monitoring

Monitor relay heartbeat data directly from the relay record on your ServiceNow instance.

• Service endpoint management

Register the fully qualified domain name (FQDN) and port number of each data source to the relay. The gateway uses registered service endpoints to route incoming traffic to the correct relay.

• Partitions

Separate and control record visibility across functions using partitions.

• Create partitions for functions such as IT Operations, HR, and Finance using the EWD admin (sn_spm_ewd.ewd_admin) role.
• Configure partition criteria using reference fields such as Department on the project, demand, program, and portfolio tables.
• Supported tables and workspaces

• Partitioning is supported on the following primary tables and their related entities:

  -   Project \[pm\_project\]
  -   Demand \[dmn\_demand\]
  -   Program \[pm\_program\]
  -   Portfolio \[pm\_portfolio\]
  

  Related entities such as cost plans, resource plans, and planning items automatically inherit the partition value from the parent record.

• Partition enforcement applies automatically at runtime across the following workspaces: - Strategic Planning Workspace - Portfolio Planning Workspace - Project Workspace - Resource Management Workspace

• Assign PMO role for visibility across all partitions

Assign the EWD PMO (sn_spm_ewd.ewd_pmo) role to users or user groups who require visibility across all partitions, regardless of their assigned partition role. This role is intended for PMO users such as organization leads who require enterprise-wide visibility across all departments.

• Update existing records with partition details scheduled job

Populate partition details on records in the project, demand, program, portfolio, and planning item tables that were created before partition configuration was completed. Run this job only after completing partition configuration and assigning partition roles to users or user groups.

Australia Patch 3

• Image to task plan template AI agent

Use this agent to process an uploaded image file, extract task dependencies and store them as a task plan template for the given specification.

Australia Patch 1

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases

• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

• Order fallout AI agent

Automatically create fallout records mapped to existing fallout types for streamlined error tracking and follow-up.

Australia Early Availability

• Task plan templates driven order fulfillment

Define tasks and their dependencies using the task plan template to orchestrate the fulfillment journey for a product to standardize fulfillment processes across products.

• Move order voice AI agent

Use this agent to help you create a move order capture journey by collecting details such as the customer’s name, current service location, product offering, and new service address.

• Real-time forecast rollup updates

Enhance forecast accuracy, reduce latency in pipeline views, and support faster, more informed decision‑making by triggering on‑demand recalculation for your hierarchy without having to wait for scheduled jobs.

• Configurable Forecast Owner and Rollup Owner

Improve parallel forecasting across different product lines or business structures by configuring Forecast Owner and Rollup Owner in the Forecast Model to define ownership and roll‑up responsibility.

• Support for multiple configurable forecast models

Define and manage forecasting rules beyond the default model by configuring up to ten forecast models to support different forecasting structures.

• Multi-Period forecast rollups within a single Forecast Model

Achieve better planning and strategy by configuring and managing forecasting for multiple time periods (weekly, monthly, quarterly) within a single forecast model for flexible data reporting.

• Product Family based forecasting

Enable forecast owners to configure forecasting with product family as a secondary hierarchy with the primary hierarchy as territory or sales team. This feature enables forecast managers to submit forecasts for the product families they own and provides real-time rollups by product family and the primary hierarchy.

• Enable forecasting at base forecast source

Provide forecast owners and managers with visibility into the opportunities and line items contributing to each forecast number, directly from the dashboard. Support forecast creation, submissions, and adjustments at the individual record level, such as opportunity and opportunity lines.

• Sales Territory Management​ users

Activate the Sales Territory Management plugin to install the Sales Territory Member role for sales execution within assigned territories, with defined ownership, accountability, and territory‑based CRM record assignment.

• Accept risk for hardening settings

Accept risk for hardening settings that are not applicable to your organization's security requirements. When accepting risk, provide a mandatory justification and review the projected security score impact before saving your decision. The compliance status updates to Accepted Risk and reflects in all security score calculations. Use the Accept Risk Settings filter to quickly identify and manage all accepted risk items across your instance.

• Granular admin role for Security Center

The granular admin role enables developers and administrators to complete administrative configuration tasks for Security Center without requiring the full admin role.

• Explore Access management console

Use the new Access Controls console within Security Center to review and remediate access issues and misconfigurations. The Access Controls console provides enhanced visibility and control of your Access Analyzer findings, and streamlines remediation efforts by enabling you to track, prioritize, and resolve access issues by assigning tasks.

• Enhanced IAM Integration in Security Center

Use the new Identity and Access Management (IAM) section in Security Center to access to critical IAM tools. The new section provides a comprehensive view of security metrics. This integration simplifies the administrative experience by bringing essential IAM functionality directly into Security Center, reducing the need to navigate multiple separate tools.

• Version-based hardening settings

Security Center now only shows hardening settings that apply to your instance’s family version. This change helps eliminate irrelevant recommendations and provides clearer guidance and a more accurate security experience.

Australia Patch 1

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases

• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

• CrowdStrike Next-Gen SIEM integration

As a profile admin:

• Discover CrowdStrike Next-Gen SIEM detections that are candidates for security incidents and automate the creation of these security incidents.
• Create detection profiles.
• Map CrowdStrike Next-Gen SIEM detection and events fields to SIR security incident fields.
• Filter CrowdStrike Next-Gen SIEM defects.
• Aggregate detections to existing open security incidents so you don't have to create duplicate security incidents.
• Automate CrowdStrike Next-Gen SIEM detection status updates for Security Incident Response.
• Synchronize CrowdStrike Next-Gen SIEM detection comments with SIR Work notes.
• Components installed with Security Incident Response

A new Profile Admin role (sn_si.ingestion_profile_admin) provides access to configure plugins, and enables you to create, edit, delete, and manage profiles for Splunk ES, Splunk Enterprise Event Ingestion, and Microsoft Azure Sentinel integration for Security Operations application.

• Add unmatched affected user for security incidents

The new “Security Incident Unmatched Users” table captures unmatched affected user records for security incidents, enabling analysts to identify and address discrepancies when user records don't match existing system records.

• LLM-powered SIR integration builder

With the latest LLM-powered integrations on the ServiceNow AI Platform, you can create product-ready integration quickly. The LLM-powered integration builder has the following capabilities:

• Automatically generates integration code from a public API documentation
• Provides guided setup built on existing capabilities
• Provides easy edit and maintenance of the generated auto code
• MITRE D3FEND framework

Security administrators can now ingest MITRE D3FEND data. Security analysts can explore MITRE ATT&CK and D3FEND techniques through an interactive, node-based visualization that maps attack techniques, defense techniques, and related artifacts within a Security Incident Response record.

• Preserve manual security tags and restrict removal

Manual security tags applied by analysts are preserved when automatic tagging rules execute on security incidents, avoiding inadvertent tag removal during automated processes. Analysts can no longer manually remove security tags once applied to an incident, ensuring tag consistency throughout the incident life cycle.

• Assign parent relationships to similar security incidents

Select multiple similar security incidents from the Similar Security Incidents related list and link them as children to the current security incident using the Link as children button.

• View and update Security Incident Response system properties

View and update system properties specific to the Security Incident Response workspace directly from the workspace administration settings interface.

• Create quick filters for Security Incidents and Response Tasks lists

Enable rapid filtering of security incident lists based on predefined criteria by creating and managing quick filters for the Security incident [sn.si.incident] and Response tasks [sn_si_task] tables within the SIR Workspace. Filters are stored in the Quick Filters [sn_si_aw_quick_filters] table.

• Configure auto refresh interval for security incident lists

Set up refreshing of the security incident list at specified intervals by using the sn_si_incident.auto_refresh_interval system property. The default refresh rate is five minutes.

• Control external user access to security incident

SOC users can grant read-only access to specific security incidents for defined external users through the Access to security incident field in the SIR workspace.

• Configure default landing tab for security analysts

Customize the default landing tab for security analysts and security managers when they open a security incident.

• Compose emails from Response Tasks and Investigation tabs

Send emails without having to switch tabs by composing them directly from the Response Tasks and the Investigation tabs of a security incident.

• Configure default view for contextual menu

Determine whether the contextual menu panel for a security incident is expanded or collapsed by default when a security analyst opens a security incident.

• Configure Web Embeddables

Embed ServiceNow components into any third-party website or web application to extend the ServiceNow AI Platform capabilities. You can use a library of default configurable components or create custom components.

You can configure and embed the following ServiceNow components on the third-party websites:

• Case list: Displays a comprehensive list of cases along with their key details.
• Case view: Shows a detailed view of case and case-related activities. You can display relevant playbooks when created for the case record.
• Case create: Displays a form to create a case to address issues related to products and services.
• Catalog item: Request Service Catalog items or services.
• Knowledge article view: Displays knowledge articles along with key details like title, content, author, view count, read time, and more. You can also rate the article and switch the display language.
• Data visualization: Shows a graphical representation of information from any ServiceNow AI Platform table using visual elements such as single score, pie, donut, and semi donut charts.
• Playbook intake: Enable your users to submit cases using the Playbook guided experience. Systematically capture case details and display stages, and activities involved in resolving the case.
• Catalog browse: Browse and search Service Catalog items from different catalogs and categories within a third-party website.
• Object list: Display records from different tables with their related actions in a list format.
• Use Interaction Controls Component (ICC) call controls with Amazon Connect

Manage Amazon Connect calls in the CSM Configurable Workspace voice Interaction record. The integration supports inbound and outbound call flows, presence management, and transfers without switching applications.

• Supervisor call monitoring

Monitor, coach, and join agent calls from the CSM Configurable Workspace without having to switch to the CCaaS desktop. All supervisor actions are automatically logged for auditing and reporting purpose.

• Agent help request for voice calls

Agents can request supervisor assistance during active calls using the Help Request button, specify a reason to give supervisors context before they respond, and receive notifications when supervisors coach or join. All help request data is captured for reporting to support data-driven coaching. Additional agent workflow enhancements include:

• Configure the phone directory to show or hide the Agents, Queues, or External tabs based on CCaaS provider settings, preventing transfers to unsupported numbers.
• During active calls, agents can view real-time availability status for other agents in the transfer list and phone directory, supporting more informed transfer decisions.
• Use AI to generate wrap up code and notes summary

Automatically suggest a wrap-up code and generate an interaction summary based on conversation transcripts by using Now Assist, which reduces manual documentation time and contributes to consistent record-keeping. Choose automatic or agent-initiated generation to fit your workflow.

• Using the Consumer Portal

Support your consumers through the Consumer Portal self-service capabilities such as knowledge articles, service catalogs, case management, Virtual Agent, and others. These capabilities help reduce maintenance effort through low-code configurations on pages with configurable widgets.

• Native callback features

Callback management enables agents to schedule callbacks on behalf of customers. The key features include:

• Enable agents to schedule callbacks from any interaction or case.
• Equip agents to reschedule or cancel callbacks from the callback record page with proper state tracking.
• Facilitate agents to view scheduled callbacks in the list view so they can open the individual callback record page.
• Enable agents to view and manage scheduled callbacks for the current interaction or case in the contextual side panel.
• Email interaction feature: Wrap up of email interactions

Note the following capabilities introduced for wrapping up email interactions:

• Introduction of wrap‑up modal for Advanced Work Assignment (AWA) and CCaaS‑routed email interactions with internal wrap‑up codes configurable by admins.
• Automatic closure of inactive interactions with system-assigned wrap-up codes in multiple scenarios: - When agents create a case from an email interaction. - When the wrap-up modal times out without agent submission. - When customers don’t respond within the defined follow-up period.
• Email interaction feature: Outbound Interaction from agent-initiated email

The new capabilities for outbound interactions initiated by agents through email are:

• Initiate outbound email interactions from contact or consumer records by selecting email addresses or using the Compose Email UI option, opening a modeless email composer with the recipient's email address auto-populated.
• Automatic creation of Work‑In‑Progress (WIP) outbound email interactions when agents initiate an email to a customer.
• Preserve email drafts when agents navigate away, and automatically close interactions that show no sent or received email activity and contain only unsent drafts within a rolling 30‑day period. Any agent activity on the draft resets the 30‑day window.
• Consolidate multiple agent‑initiated drafts into a single, unified interaction within service workflows, with ownership assigned to the sending agent. You can optionally configure the system to create separate interactions for each draft for the same contact.
• Configurable reminder windows for sending automated reminder emails when customers don’t respond.
• Customer response notifications on the ongoing tab and interaction linking in contact or consumer related lists for seamless conversation tracking.
• Email interaction feature: Transfer Email Interactions

Transfer CCaaS or AWA-routed email interactions to another queue or agent. When transferring to a queue, corresponding routing rules apply automatically. When transferring to a specific agent, the interaction is directly assigned.

• Email interaction feature: Email reply routing and summarization

The new capabilities for smart email routing and summarization are:

• Receive customer email replies on the correct open case or interaction automatically, with ServiceNow Otto® selecting the best-matching case when multiple open cases exist.
• Get AI summaries automatically on transfer and on demand, reducing the need to read the full email thread.

• See summaries instantly on page refresh without re-running AI, and refresh with one click when new activity arrives on the interaction. Note: Check your entitlements to determine whether you have access to summarization and AI-based context matching.

• Usage insights for call events enabled using Interaction Controls Component (ICC)

Monitor call events from ICC enabled agent sessions for the customer, in Usage Insights available under Platform Analytics. View, filter, and inspect event payloads for actions such as muting, recording, and coaching session initiation. To enable tracking, turn on the Analytics toggle in the agent's profile preferences and add the agent's sys_id to the sn_openframe.logger.enabled.users system property.

• Amazon Connect SSO integration with ServiceNow

Configure Single Sign-On (SSO) between ServiceNow and Amazon Connect by adding the identity provider SSO URL to the Amazon Connect instance configuration. When a Security Assertion Markup Language (SAML) compatible identity provider is configured, agents signed in to ServiceNow can access Amazon Connect in the Contact Control Panel (CCP) without separate credentials.

• Call Wrap-Up

Initiate the wrap-up process before a call ends using the Open Wrap-Up button in the ICC enabled Active Call window. Agents can enter wrap-up codes and notes in real time, and minimize or expand the wrap-up modal as needed to maintain context during the call. Enable this feature for your CCaaS integration.

• Implement the overflow menu for active calls

Access primary call controls, such as Recording, Hold, Mute, Transfer, and Help Request, directly on the active call interface. When controls exceed five or the available display width, additional CCaaS-defined actions are available through an overflow menu.

• Enable editing of catalog items by multiple users

Enable other users, who are added to the Secondary owner field, to edit catalog items. To enable these users, add people to the Secondary owner user-criteria field in the sc_cat_item and sc_cat_item_producer tables, enabling others to make changes to catalog items owned by another person.

• Define and add stages in fulfilment step

Define and add distinct stages and states in the fulfillment step when building a catalog item in Catalog Builder, enabling requesters to view the request-related current stages and their states together.

• Use advanced UI policy capabilities in Catalog Builder

Configure catalog UI policies with scripts and multiple catalog UI policy actions in the Catalog Builder to facilitate the creation of complex catalog items. With these enhancements, catalog item creators can confidently take advantage of advanced options, simplifying and speeding up the entire catalog development process.

• Configure variable visibility on multi-row variable set grids

Configure the visibility of a variable on the grid layout within a multi-row variable set (MRVS) for a catalog item by using the Hide on grid check box. By default, the check box is not selected.

• Configure update set prefix

Configure the update set prefix to set a custom name for the update set that gets generated automatically in Catalog Builder, making update sets easy to identify and track for consistency. Use the glide.sc.cb.item.update_set_prefix property to standardize update set names. By default, the property uses the value CB_${template_name}_${item_name}_${timestamp}.

Australia Patch 4

• Service Exchange Knowledge Assistant

Get answers to your Service Exchange questions directly in Now Assist, without leaving your current work. The Service Exchange Knowledge Assistant agentic workflow generates answers grounded in documentation that matches the Service Exchange version installed on your instance, and includes links to the source documentation used for every answer.

Australia Patch 3

• Connections tab in the Service Exchange Center

Create, view, request, and offboard provider and consumer connections from a single location in the Service Exchange Center. Search and filter connections without navigating across multiple screens.

• Improved consumer registration and onboarding

Onboard consumers faster with a guided, step-by-step registration experience. Consumers are automatically redirected to the new registration experience when upgrading to receive clearer progress indicators during onboarding, and receive actionable messaging for failure and delay scenarios, minimizing onboarding friction and support dependency.

• Improved FDS capabilities

Improve your connection experience, by synchronizing Knowledge Base articles between provider and consumer instances.

Reduce data inconsistencies by maintaining CMDB sys_ids when inserting net-new CIs through transform maps.

Preserve CI functionality on the destination instance by automatically creating CI dependency relationships or managing them manually when the source sends relationship data.

Get more referenced field data by including dot-walked fields in your outbound field configuration.

• Journal Field Framework enhancements

Increase flexibility in journal data synchronization between provider and consumer instances by mapping multiple source fields to a single target journal field.

Preserved all journal entries during synchronization by supporting journal field type journal_input, in addition to the existing journal field type.

• Simplified persona management

Assign Service Exchange Remote Catalog personas to user groups or roles so that persona access is granted automatically based on group membership, reducing manual administration.

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases
• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

Australia Early Availability

• Consumer outbound FDS

Reduce manual effort and eliminate the need to share data externally by sharing selected foundational data types with your provider on a scheduled cadence. This data transfer supports the service life cycle by providing foundational data context for operational workflows.

• Service Exchange center

Detect problems early, understand connection status, and resolve issues efficiently with the Service Exchange center, a centralized interface that provides real-time visibility into scan check issues, connection health and statuses, and access to all Service Exchange scan suites. Service Exchange admins can access their respective centers through the Provider and Consumer center links in the navigation menu.

• Auto-onboarding

Reduce onboarding complexity for consumers with automated onboarding. This feature autonomously manages onboarding workflows, establishes secure connections, synchronizes settings, and continuously monitors for errors to ensure reliable, efficient integrations with minimal manual effort.

• UI16 links to SOW redirection behavior

Redirect UI16 module links such as forms and lists to the equivalent SOW experience. The UI16 module link redirection behavior is supported for all the applications in SOW when the system property sn_sow_itsm_admin.experience_redirection_enabled.sow is set to true.

For new instances, this redirection configuration is automatically available in the base system. For upgrade instances, administrators can configure the redirection behavior from the SOW Admin Center. You can enable this feature for the UI16 links and user groups or specifically for a custom table. You can also enable this feature for specific user groups or all user groups within the custom table or applications in SOW.

• Mapping granular admin roles with SOW granular roles

Using granular admin roles, provide full administrative access to the configuration and property pages for the applications in SOW without requiring the administrator (admin) role. These granular admin roles are mapped with ACLs and contain the corresponding existing SOW granular roles.

• UX property to hide contextual side panel

Use the Hide contextual side panel for specific table and tab combination option from the SOW Properties section in the SOW Admin Center to configure the hide ContextualSidebar UX page property. This property enables you to define the table with tab combination for which the default primary contextual side panel must be hidden, prioritizing the embedded contextual side panel within the tab instead.

• Review AI incident summary and suggestions in the incident record

Investigate and resolve incidents efficiently by reviewing the AI-generated incident summary and suggested resolution plan in the AI summary and suggestions card on the Overview tab of an incident record. If the Overview tab is hidden for L1 service desk agents, the card appears on the Details tab.

• Configure Service Portal Approval Configuration record

The Approval assistance AI agent allows checklist generation from documents that are stored in integrated third-party cloud providers such as Microsoft SharePoint, Google Drive, or a custom internal table.

• New Organization Chart widget

Use the Service Portal New Organization Chart widget to show additional display configurations, such as default and secondary field names, location, department, and so on, to gain visibility into employees within their organization.

• Create a portal

Configure and apply different authentication configurations for each portal to enable different login experiences for each portal. For example, you can set an authentication method like Okta for an internal employee portal or use Microsoft Azure for an external portal.

• Capture and analyze screens from your browser to auto-fill catalog item forms in Service Portal

Capture and analyze the contents of your screen directly from your browser to auto-fill catalog item form fields in Service Portal — no installation required. To specify the area of the captured screen that you want AI Lens to analyze, crop the image before submitting it for analysis.

• Excel mapping as a service

Use Lens as a Service to support three auto-mapping services between Excel and ServiceNow tables: auto-map Excel column headers to ServiceNow table fields, auto-map Excel choice column values to ServiceNow choice field values, and auto-map Excel reference column values to ServiceNow reference field values.

• Capture and analyze screens from your browser to auto-fill forms

Capture and analyze the contents of your screen directly from your browser to auto-fill form fields. To specify the area of the captured screen that you want ServiceNow AI Lens to analyze, crop the image before submitting it for analysis.

• Pre-configure instance URL and enable auto-login for ServiceNow AI Lens

After installing the ServiceNow AI Lens desktop application, set up your organization's ServiceNow® instance URL once so that it appears pre-filled on the login screen for all users. You can also enable automatic sign-in so that users are signed in automatically on subsequent launches without being prompted for credentials. If a user signs out or their sign-in expires, ServiceNow AI Lens prompts them to sign in again.

• Access and test pre-release features

The Feature Preview Program provides a centralized location to discover, activate, and test pre-release capabilities on your instance. When a pre-release feature is added to your instance, you receive a notification and can access the Feature Preview Program to review feature details, activate features for testing, and provide feedback.

• Enhance instance security for sandbox scripts with guarded script

The guarded script evaluator restricts the JavaScript features and APIs available to untrusted, client-generated scripts running in the script sandbox environment. Beginning with the Australia Patch 2 release, incompatible scripts sent to the server by guest users are rejected on all instances by default. Scripts sent by authenticated users are evaluated using a phased approach to enforcement that varies by the type of instance to provide time to detect and review incompatible scripts before rejecting them. Scripts that use unsupported features are recorded in the Incompatible Guarded Scripts list, where you can rewrite them or create exemptions for scripts that can't be rewritten.

• Granular read-only security options

Control the editability of read-only fields by configuring read-only options, allowing for customized behavior that balances usability and security. Read-only options provide granular control over whether read-only fields can be updated through client scripts and server-side operations. You can also test stricter read-only controls in non-production instances before implementing them in production.

• Support for reference data types in Dynamic Schema

Create dynamic attributes using reference data types.

• Work with Dynamic Schema elements in the Workspace condition builder

Filter Workspace lists using dynamic schema elements in the condition builder.

• Toggle the mail icon display

Show or hide the mail icon in email fields by configuring the hide_email_icon dictionary attribute.

• AI indicator in forms

Easily identify AI involvement across the ServiceNow AI Platform® through a visual cue that identifies form fields in configurable workspace and Core UI that have been updated with AI-generated content.

• Guest API access control

Manage guest access to REST and GraphQL API endpoints using path-based ACLs while maintaining separate authenticated user controls.

• Granular admin roles

Grant specific permissions to developers or users who perform minor administrative tasks without granting them unrestricted access to the full admin role by reviewing and assigning available granular admin roles.

• Optional trailing slash configuration

Align with external specifications and industry standards by configuring REST APIs with optional trailing slash support.

• Path-based REST ACL control

Control access to REST services by creating path-based ACLs using specific HTTP method and path combinations.

• Automatically generate request definitions for scripted REST API resources

Use sample requests made to an API resource to generate request header associations, query parameter associations, and a request schema for that resource and the related scripted REST API service.

• Resource-level security configuration

Enable public access or custom ACL authorization by configuring resource-level security settings.

• Address field type with auto-suggestions

Reduce manual entry errors through a new Address field type for Core UI and Workspace forms, which provides real-time address suggestions displayed as you type.

• New dot-walk scoping security properties and table attribute

Strengthen scope boundary enforcement when dot-walking across application scopes using Reference Fields through additional properties and a table attribute. For more information, see the Dot-Walk Scoping Security Enhancement [KB2793170] article in the Now Support Knowledge Base.

• Create and convert global applications

Create and convert applications in the global scope that are accessible to other global applications with instances on the Australia release.

• Generated ServiceNow Fluent code organized in taxonomy-based directories

Configure a custom directory structure for metadata transformed into ServiceNow Fluent code with the taxonomy parameter in an application's now.config.json file. By default, generated ServiceNow Fluent files are organized in a taxonomy-based directory structure within the fluent/generated directory.

• Create and convert global applications

Create and convert applications in the global scope that are accessible to other global applications with instances on the Australia release.

• Move application metadata from the global scope into a global application

Transform application metadata (XML) in the global scope from an instance into ServiceNow Fluent source code to customize it in a local global application using the now-sdk move command.

• Configure a default language for field labels

Configure a default language for field labels [sys_documentation] in a table or column with the tableDefaultLanguage parameter in an application's now.config.json file.

• Configure read-only options with the Table API

Control the editability of read-only fields by configuring read-only options for a field with the readOnlyOption property in a Column object.

Create collections of your most frequently used apps, files, and lists for easy access. Collections extend current bookmark capabilities and can contain apps and files from different scopes.

View deployment requests directly within ServiceNow Studio. Attach update sets to a request to group related changes for deployment.

• Create an application in ServiceNow Studio with Build Agent

Begin a chat with Build Agent directly from the app creation workflow. This setting can be configured in user preferences.

Use Build Agent in ServiceNow Studio to create and edit full-stack applications conversationally.

• Add UI Builder files to your apps in ServiceNow Studio

Add UI Builder components, controllers, experiences, page collections, and UI interactions into your ServiceNow Studio apps.

• New vibe coding documentation

Explore vibe coding, which is a natural language approach to application development in ServiceNow, with new documentation, including how to get started, when to use it, and how it fits within the broader suite of AI-powered development tools.

• Vault Suite

Deploy the complete ServiceNow Vault offering on your instance with Vault Suite, which automates the installation of all paid ServiceNow Vault capabilities for instances with a ServiceNow Vault subscription. Vault Suite includes Vault Console, Field Encryption, Zero Trust Access (Continuous Authentication, Location, and Session Access), Log Export Service, Code Signing Enterprise, and Cloud Encryption, eliminating the manual plugin setup previously required to access the full set of ServiceNow Vault capabilities.

• Default Log Export Service configuration for Vault

Begin exporting security and audit logs from your instance with a preconfigured Log Export Service topic and curated log sources, designed for instances with a ServiceNow Vault subscription. Activate the default configuration in a single step from the Vault Console, with no manual setup required. Log Export Service version 3.5.0 or later must be installed on the instance.

• Guided setup for custom applications

Use Ask Now Assist to enhance your security posture autonomously by identifying, classifying, and protecting sensitive data in your custom applications.

• Securing custom apps with the Vault agents agentic workflow

Propose data classifications and available protections for a custom application. When you install Now Assist for Vault, this agentic workflow is turned on by default.

• Access Observer configuration agentic workflow

View, create, deactivate, and delete Access Observer settings for a particular field. The access observer configuration agentic workflow helps you monitor the people and processes that access data on your instance. When you install Now Assist for Vault, this agentic workflow is turned on by default.

• Summarize Access Observer logs agentic workflow

Review and summarize access logs for a specific field, identifying access sources, users, and their roles. For example, you can ask Now Assist to summarize access logs to view users who accessed a field, along with their roles and how they accessed the data. When you install Now Assist for Vault, this agentic workflow is turned on by default.

• Field encryption with Vault module agentic workflow

Encrypt specific fields and configure secure access to users with designated roles using the field encryption with vault module agentic workflow. When you install Now Assist for Vault, this agentic workflow is turned on by default.

• Sensitive data monitoring in AI Insights

Identify unprotected sensitive data across your configured tables using the AI Insights section in the Vault console dashboard. View users entering sensitive data in unprotected columns and channels, grouped by sensitive data patterns. This information can further be used to prioritize protection efforts.

• Guided setup for custom applications

Autoclassify and protect the occurrences of sensitive data within your custom applications using guided setup for Vault. This flow helps you to quickly start using Vault capabilities in your own applications.

• Enhanced Admin Home experience

Leverage an enhanced Admin Home dashboard to centralize access to Now Assist for Setup and key applications, with context‑aware guidance and recommended next actions, available after installing the Now Assist for Setup store app.

• Centralized application setup

You can now set up Now Assist Admin and other entitled applications directly from Admin Home using a guided experience that installs required components and applies default configurations from a single starting point.

• Product module Product Hubs

You can now access product‑specific Product Hubs from Admin Home to discover, install, and configure entitled Now Assist products through guided setup flows that install required components and apply default configurations.

• Guided module configuration

Configure the Platform module and applicable product modules from a unified configuration experience that guides you through module‑specific setup, with the Platform module appearing only when the selected product includes platform‑level changes for the installation.

• Tiered SKU support

Setup Hub added support for Advanced and Prime SKUs across Simplified ITSM and CBS, including entitlement-driven experiences and flows.

• Product Hub experience enhancements

Enhanced the Product Hub experience with updates to the Resources section and guided content.

• LitJS component support

Enabled support for importing and using LitJS components within Now Assist Panel to support a consistent component framework.

• Configuration tracking and Admin Home guidance enhancements

Enhanced configuration tracking and updated Admin Home banners and messaging to provide improved visibility into updates and guide users through setup tasks and implementation milestones.

• Zero-touch implementation enhancements

Expanded zero‑touch installation to automatically install Setup Hub with selected applications and plugins for new ServiceNow customer in supported non‑production instances, with installation status tracking and readiness for configuration.

• Configuration Console page UI enhancements

Enhanced the Configuration Console with search support, task management actions, configuration status indicators, and integrated Now Assist agent guidance.

• Sidebar

Customize the subject title for Sidebar discussions by replacing the default short description with any field from the record.

• Sidebar

Move and resize the Sidebar chat window using the dynamic window framework.

• Sidebar

Create a standalone Sidebar discussion that is not tied to a specific record.

Starting with version 22.3.5, responders can use AI Response Assist to draft answers to assessment questions and auto-apply the top suggestion — drawing from multiple sources with citations instead of starting from scratch.

• Previous assessments: Reuse answers from past SAE and classic assessments, eliminating re-entry across annual refreshes, new regulations, and recurring questionnaires.

• Documents: Generate answers from documents attached to the assessment or pulled from a document management system (DMS). Responders can upload or select PDF, Word, and image (up to 5 documents, 200 pages each), preview the document, and trace each answer to a source snippet within the original document. Responders choose suggestion only mode (review each suggestion with Apply or Discard) or Auto-apply mode (the top suggestion is applied to each question automatically). Either way, responders can edit any answer before submission.

• ---

Starting with version 22.3.X, bring assessments directly into the parent workflow. Embedded assessments run inside host record pages, playbooks, and workflow, letting respondents complete their work without leaving the parent context. Configuration is per template category and doesn't require code change. Embedded assessments inherit read access from the parent record—only users with read access to the parent record can read the embedded assessment.

Starting with version 22.3.X, update published assessment templates without copying and deprecating the original. When a template manager publishes a new version, the prior version is automatically retired and future assessments use the new version. Template versioning preserves auditability for in-flight assessments while letting template managers publish new versions to reflect corrections, regulatory changes, or annual content refreshes.

• A version-info bar on every published template shows the current version and exposes a create new version action that returns the template to Draft.
• A full version history view captures who created each version, when, and which prior version it was branched from.
• A new Delete template version action is available from the version actions menu.
• SAE Enhancements

These SAE enhancements are available in version 22.3.X and later:

• Flag individual questions that need attention with a single click. Flags move through three states—Flagged, Resolved, and Unflagged—and every transition is captured in the assessment activity log.
• Add comments at the question level so responders, reviewers, and collaborators can resolve clarifications inline instead of relying on email or external tools. A new Work Notes tab next to the Comments tab provides a separate, role-gated conversation for reviewers or administrators.
• Hide conditional questions that don't meet their visibility criteria so responders see only the questions relevant to them, eliminating Skipped clutter and reducing assessment fatigue.
• Scroll continuously through questions within a section or sub-section instead of paginating, giving responders an uninterrupted answer flow.
• Apply multiple filters at once on the question list (for example, Unanswered + Flagged + With comments) to focus on exactly the questions that need attention.
• View scope item fields directly in the assessment task list so reviewers and assignees can see scope context without opening each assessment.

• Programmatically create a combined assessment from multiple assessment IDs using any custom logic, removing the need for manual combine actions. For example, combine all control attestations belonging to an entity group into a single assessment.

• ---

Starting with version 22.3.X, use granular delegation as a primary owner to assign individual assessment sections to SMEs. Respondents can view the entire assessment for context but can edit only their assigned sections. Monitor overall assessment progress and maintain final review and submission capabilities.

Starting with version 22.3.X, edit published templates inline as a template manager, including edits to the titles, descriptions, and reader roles.

• Streamline entitlement import by resolving import errors with AI-suggested corrections

Reduce manual effort and improve data accuracy when reviewing entitlement import errors in the Software Asset Workspace by using AI skills. When publisher or product names in the standard entitlement import template don't match standard content, the Software normalization and Product match reviewer skills provide AI-suggested corrections for review. The feature also identifies potential duplicate entitlements, enabling you to review and dismiss them where appropriate.

• Enhance SaaS application usage monitoring by integrating with the Agent Client Collector for Visibility Content (ACC-VC)

Monitor SaaS application usage across your organization by using URL monitoring data through the integration of your Software Asset Management application with ACC-VC. The SaaS Detection Report aggregates this usage data and distinguishes managed applications from the unmanaged ones. This enhancement provides actionable visibility to SAM managers into actual SaaS usage for software spend optimization.

Note: The ACC-VC integration with the Software Asset Management application is available with Software Asset Management - SaaS License Management 17.4.0 and later versions.

Australia Patch 1

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases

• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

• Improve accuracy and productivity by extracting licensing data from contracts and generating software entitlements

Leverage generative AI to upload contract documents and automatically extract licensing data, generating software entitlements. You can review and refine the entitlements prior to finalization. The entitlements are created and linked to the contract records, ensuring a streamlined and accurate process.

• Benefit with an integrated troubleshooting experience for SaaS applications by resolving common issues using automated guidance

Use generative AI to troubleshoot SaaS integrations with automated guidance and recommendations. By following the resolution guidance, you can significantly reduce downtime, lower the mean time to resolution (MTTR), and resolve complex SaaS issues without deep technical intervention.

• Use an agentic workflow to automate Microsoft 365 license assignment to users to improve efficiency

Use AI agents to assign Microsoft 365 licenses automatically to users on the Microsoft 365 Admin Center without manual intervention. The AI agent analyzes whether there are available licenses and automatically assigns those licenses to the Microsoft 365 Admin Center, ensuring accuracy and compliance.

• Software Asset Management integration with Contract Management Pro

Gain centralized visibility into software contract life cycles and streamline contract management by extracting key metadata and obligations from an uploaded signed contract document using the agentic AI workflow. Additionally, you can optimize costs through proactive tracking of contract renewals, expirations, and contractual obligations by integrating Software Asset Management with the Contract Management Pro application. Note that only Software Asset Management Enterprise users can leverage this functionality.

• Improve user activity tracking with the GitHub integration

Achieve more accurate user activity data and improved license reclamation for low or no-activity subscriptions by leveraging the enhanced GitHub integration for broader event coverage and extended retention.

• Enhanced integration with OpenLM for tracking subscription and consumption licenses

Gain improved visibility into engineering application licenses across subscription-based and consumption models with the OpenLM integration. This capability provides support for named user allocation and usage tracking. Additionally, you can better monitor compliance risks and note denial patterns through actionable insights into automated processes and dashboards.

• Leverage machine learning (ML) normalization for managing your software assets in protected government environments

Extend ML normalization capabilities to regulated markets for ServiceNow Protected Platform (SPP) in Singapore (SG) and Australia (AU).

• Enhance the security of SAP ABAP on-premise integration using OAuth 2.0 authentication

Benefit from enhanced OAuth 2.0 authentication for your SAP ABAP on-premise integrations with improved security. This capability provides a more secure, compliant, and future-proof method for integrating the Software Asset Management application with your SAP systems.

• Improve your license management experience through the enhanced support for Oracle WebLogic Suite licensing

Access flexible licensing options that align with different deployment models and usage patterns through comprehensive license management with support for the Oracle WebLogic Suite for both Per Processor and Named User Plus (NUP) metrics. The enhanced support now covers the entire WebLogic product family, including the flagship Suite edition.

• Improve software normalization outcomes with expanded pattern-based normalization rules rule

Streamline the software model discovery process by leveraging the expanded pattern-based normalization rule, which eliminates the need to manually update or create new normalization rules for every minor variation in software discovery models. This rule automatically recognizes and matches diverse patterns and variations in software model data. As a result, discovered publisher, product, version, and edition values are seamlessly aligned with the ServiceNow® repository.

• Enhanced SQL server enterprise edition license compliance to support Server/CAL licensing model

Optimize licensing for legacy Microsoft SQL Server Enterprise Edition licenses under the Server+CAL licensing model with Software Assurance (SA) by using the enhanced licensing rule. A single server license can cover up to four virtual machines, provided that the combined processing power for these VMs does not exceed twenty hardware threads or cores at any given time.

• Generate optimal software lifecycle reports using a guided playbook that ensures adherence to compliance and audit requirements.

Simplify the creation of optimal software life-cycle reports through a guided playbook that assists in defining report scope, identifying gaps, and performing corrective actions. The playbook also integrates with the success portal, enabling you to establish and monitor success metrics, organize tasks and activities, and effectively track progress toward your objectives.

• Streamline license management for Microsoft server product Installations and license usage via a single report

Gain insights to a unified report for all Microsoft server product installations and license usage across license metrics. The Microsoft Server Infrastructure and License consumption report consolidates infrastructure data per device along with license usage and exemptions. Get detailed justifications for exemptions such as unlicensed or ignored installations, making it easier to monitor, analyze, and optimize your IT resources.

• Source-to-Pay integration with Oracle Financial Cloud
• You can use this integration to perform Integration Hub actions for invoices, cost centers, product models, payment terms, purchasing organizations, departments, GL accounts, currencies, FX rates, invoice payment details, suppliers, plant addresses, and legal entities.
• You can also fetch currencies, GL accounts, legal entities, and payment terms information from Oracle Financial Cloud.

• Savings opportunity identification

The Savings Opportunity Discovery agentic workflow analyzes contracts, spend data, sourcing pipeline, and supplier performance on a recurring schedule to identify and prioritize savings opportunities. Category managers can review opportunities on the Potential Savings Opportunities page and either create a pipeline project in the Now Assist panel or dismiss the opportunity from the Share feedback modal.

• Email parser agent for Sourcing and Procurement Operations

Analyzes incoming emails to automatically identify the appropriate procurement intent and create corresponding procurement cases using the intent to action agentic workflow. Procurement teams can review the generated cases and take the necessary actions to efficiently manage procurement requests.

• Universal Request

Submit procurement requests in Employee Center using natural language, even when a request requires collaboration across multiple departments or teams. A routing agent reviews each request, creates a procurement case, and assigns it to the appropriate fulfillers. Requests involving multiple teams are coordinated across departments, with status updates available on Employee Center throughout the process.

• Multi-currency support in Shopping Hub

Enable multi-currency display across approval-related views, including To-Dos, tasks, email notifications, and the Bundles page. Currency values are shown in both the approver’s local currency and the original supplier currency where applicable. The local currency is displayed as the primary value, with the original currency shown as a secondary reference. This display format provides consistent currency visibility for approvers during review.

• Decimal quantity support for service-based purchases in Shopping Hub

Enable requesters to enter and edit decimal quantities for service-based purchase requisitions and purchase orders without validation errors. Decimal quantities are supported only for services to maintain data integrity. Decimal quantities for goods are not supported and return a clear validation message. This validation logic is consistent across Shopping Hub and Employee Center.

• Automatically assign categories during SR and PR creation

Automatically classify service requests, purchase requisitions, and purchase orders into the correct spend categories using the Spend categorization agent. This classification process reduces manual classification effort and improves consistency across procurement workflows.

• Purchase on behalf of another user in Shopping Hub

Enable users to purchase on behalf of others without requiring delegate configuration in Shopping Hub. Users can manage individuals they are authorized to purchase for, directly within the buying experience. Purchases made on behalf of others are visible through filtering by business owner in the My Purchases view.

• Epic status assessment

Automatically evaluate epic health across six risk dimensions using the Epic status assessment skill in Enterprise Agile Planning. Now Assist analyzes story health, blocked stories, dependencies, progress, timeline, and ownership to return a red, yellow, or green status with plain-English reasoning. Portfolio managers can quickly assess epic risks without manually reviewing stories, timelines, and assignments by selecting the Epic status button on the epic record page.

• AI-generated insights for portfolio plans

Gain AI-generated insights for planning items within a portfolio plan using the Portfolio insights skill. Identify planning items that are delayed beyond their planned end date, have delayed starts, or have misalignments between planned and approved dates. Monitor active projects that show early risk indicators but have not yet experienced delays.View AI-generated top root causes and recommended actions for each insight category to help address delays and misalignments effectively.

The AI Insights window displays a timestamp indicating when insights were last generated. You can regenerate insights and recommendations if required to see the changes based on the latest available data.

Users with the sn_align_core.apw_admin role assigned can configure severity thresholds and scoring factors for planning items to control how the Portfolio insights skill classifies insight severity as Critical, Medium, or Low.

• Story generation for epics in Agile Development 2.0 and EAP

Generate a complete user story, including title, description, and acceptance criteria, directly from an epic instead of creating one. By providing one or two lines of context, you can generate a story and edit inline before saving. This skill is available in both Agile Development 2.0 and EAP.

• Next Experience for Demand Management

Next Experience for Demand Management delivers a unified experience for managing strategic and operational demands in Strategic Planning. This Next Experience interface consolidates demand creation, assessment, collaboration, and conversion in one place, eliminating context switching and reducing reliance on the classic Demand Workbench.

• Create and manage demands in Next Experience for Demand Management
• Create and manage a demand in Next Experience for Demand Management using guided tabs that help you define alignment, estimate costs, and confirm readiness as you build out the demand.
• Collaborate on demands through Docs, with execution and planning synced.
• View, add, and edit cost plans and budgeting details using related lists.
• Use Playbooks in Next Experience for Demand Management

Help teams manage demands with greater structure and consistency using Playbook in Next Experience for Demand Management.

Playbooks enable you to define multiple governance processes across the organization using a low‑code/no‑code configuration experience. Create clear stages and guided activities from demand intake to completion by using a default playbook or creating a custom playbook to support your organization’s multiple demand management processes.

• Associate AI systems with demands in Next Experience for Demand Management

Use a playbook activity in Next Experience for Demand Management to associate AI systems with a demand. You can link impacted systems and add new ones directly within the demand workflow.

• Summarize demands with demand summarization skill

Generate a concise, structured summary of any demand using the demand summarization skill through the Summarize button in the demand form. The skill reviews the demand fields and helps create a clear summary of the demand.

• Strategy and Goals

Use boards in Strategy and Goals to organize and manage your organization’s strategic priorities and objectives. A board is a collection of strategic plans, priorities, objectives, and key results based on your selected filter criteria—helping you stay focused and manage them effectively.

• Managing boards: - Create boards step by step, choosing whether to base them on strategic plans, priorities, goals, or both. Define what items to display using advanced filter conditions. - Build boards tailored to specific goals by entity type and entity, ensuring focus on the goals that matter most. - Share boards with stakeholders to align efforts and drive shared outcomes. - Add boards to your favorites for faster navigation.
• Managing strategy and goals using boards: - Create and organize strategic plans, strategic priorities, goals, and key results in a single, focused view. - Associate work or planning items with goals or targets to align your current or future work with your strategic priorities, helping your team achieve goals and targets efficiently. - As the goal or process owner, send notifications to target owners or contributors to ensure timely updates of target actuals. - Target owners and contributors receive reminder notifications for check-in updates before the due date. - With Now Assist for Strategic Portfolio Management (SPM), generate measurable targets for your goals to reduce the effort of defining clear success criteria, and gain actionable insights to identify at‑risk goals, assess forecasted status, and act on AI‑driven recommendations.
• AI-generated insights for goals
• Generate AI‑powered insights using the goal insights skill to gain predictive, actionable visibility into goal health. By analyzing the goal, goal targets, subgoals, and aligned work, the system delivers data‑driven insights that help goal owners and contributors manage risks proactively and improve goal outcomes. Insights include AI-forecasted status, confidence of achieving the goal, targets at risk, and aligned work or recommendations that have been delayed or stalled.
• View the AI-forecasted status for goals and targets in the grid, generated automatically via the Goal insights generation scheduled job, along with the rationale for the generated status.
• Configure run frequency and set of goals to run the Goal insights generation scheduled job as need. The job is inactive by default.
• Portfolio plan goals enhancements
• Owners and contributors are notified when they’re mentioned in a goal, target, or when comments are added.
• Define targets across multiple organizational levels with the Assigned entity field in the target form. This enables targets created at higher levels (for example, Company) to be directly assigned to lower levels (for example, Business Unit, Department), eliminating redundant subgoal creation, and streamlining overall goal management.
• Status — Green, Yellow, Red, or None — rolls up automatically from target breakdowns to the target for targets set to cumulative distribution, and from targets and subgoals to the goal.
• Portfolio plan enhancements
• Visualize planning items in lanes with the new Kanban tab in the Planning page and access the Hierarchy tab directly from the same location. These tabs replace the previous access point in the Prioritization tab, offering a more streamlined way to view and manage planning items.
• Save filter views specific to the Kanban tab and the Hierarchy tab without affecting views in the Prioritization tab.
• View planning items in the new Hierarchy tab on the Planning page, now sorted using global rank when available. Drag and drop is supported for lowest‑level items, enabling you to rerank them within their groups.
• Share a portfolio plan using the Copy link option. This provides access to existing users who have access to the portfolio plan.
• Make a portfolio plan public and share the copied link with Strategic Planning Workspace users, without inviting them individually or as a group. Note that users accessing a public portfolio plan with the shared link cannot view scenarios within the plan.
• Expand or collapse portfolio plan header to maximize screen space while planning.
• Edit the default view within a portfolio plan and save changes using the Save view option.
• View additional status attributes — cost, resource, schedule, and scope — for planning items in Strategic Planning Workspace. For project planning items, these attributes are synced automatically from the latest published project status report. For other planning items, these attributes can be set manually. Note that project status report attributes synced from the Project status (project_status) table are read-only in Strategic Planning Workspace and can't be edited directly.
• Set planning item status to No status when a status has not been determined, in addition to the existing Green, Yellow, and Red values, giving planners the flexibility to update the status as needed. By default, the status is set No status when a planning item is created.
• Display rollup bars at parent levels in the hierarchy view and choose the date type to display — approved, planned, or actual. Use the comparison option to compare date types, such as approved versus planned dates, to identify schedule misalignments.
• Plan efficiently with additional pre-defined lenses

Use the Planning item lens to plan, prioritize, and roadmap work in Strategic Planning Workspace directly with planning items, without configuring organization structure, programs, portfolios, or products. The lens supports all enabled work item types, such as projects and demands, and can be used as a standalone lens or alongside other lenses.

• Hierarchy tab for EAP teams

Gain visibility into how your work connects to broader organizational goals by viewing the complete work item hierarchy directly in the EAP workspace. Expand any epic to see its capabilities, features, and stories across Solution Trains, ARTs, and Agile Teams without switching between multiple screens or running separate reports.

Customize your view by selecting which columns appear in the hierarchy grid and adjusting column widths to match your workflow. Your column preferences persist across sessions, so your configured view is ready each time you return.

The Hierarchy tab requires your admin to enable it through the sn_apw_advanced.enable_hierarchy_view system property. See Enable Hierarchy tab in EAP.

• Open EAP work items in new browser tab

Open work items from the EAP Backlog and Hierarchy pages in a new browser tab, so you never lose your context. Right-click any work item, or use the item options menu, to open its full details in a separate tab. This feature lets you review and compare multiple work items side by side without losing your current view.

• Move work items to the top or bottom in EAP Backlog

Promote an urgent story to the top of a sprint or push deprioritized work to the bottom of a long backlog without dragging items across multiple pages. Right-click any story, feature, capability, or epic in the EAP Backlog, iteration, or team grid and select Move to top or Move to bottom to re-prioritize the work item in one action. Prioritization changes take effect across all pages, so you can act on shifting priorities even when the work item is far from its target position.

• Live updates in the EAP Hierarchy tab

Keep working in your hierarchy without breaking your flow each time you create a work item. When you create a work item with the Hierarchy tab open, it is added to your current view immediately, so you don't need to refresh the page to see a new story, feature, capability, or epic. A new top-level item appears alongside the existing top-level items for the selected portfolio configuration. A new child item appears under its parent when that parent is expanded.

• Active work first in the EAP Backlog

Plan and prioritize without sifting through completed or cancelled work. The Backlog section of the EAP Backlog tab now hides completed and cancelled work items by default, so the list shows only what your teams have to work on. Sprint and Planning Interval (PI) sections continue to show all work items, giving you visibility into both ongoing and finished work for each iteration.

Admins can change these settings for either sections using two new system properties: sn_apw_advanced.show_inactive_items_in_backlog_list for the Backlog section and sn_apw_advanced.show_inactive_items_in_iteration for iteration sections.

• Refresh without losing your place in the EAP Hierarchy tab

Selecting Refresh in the Hierarchy tab now reloads your data without collapsing the rows you've already expanded or resetting your scroll position. Rows deleted by someone else are removed silently, and new child items appear under their expanded parent. If the grid displays more than 100 non-root items or 100 stories, you're asked to confirm before all rows are collapsed.

• View or delete a dependency directly from the EAP Planning board

Select a dependency line on the Planning board to open the dependency record in a side panel, without navigating to the work item's full details page. Review the dependent and prerequisite items, or select Delete to remove the dependency directly from the panel.

• Backlog and Hierarchy access for CWM connected teams

Teams connected to CWM can now access the Backlog and Hierarchy tabs in EAP. Because sprints are started and completed from the CWM Board, the Start Sprint and Complete Sprint options are hidden in the EAP Backlog for these teams.

• Admin role enhancements in Feedback

The read role sn_align_core.pf_read and write role sn_align_core.apw_admin are added to the following system properties in Feedback and Product idea:

• sn_apw_advanced.product_feedback_allowed_non_planning_items_for_link_item
• sn_apw_advanced.product_feedback_product_idea_filters
• sn_apw_advanced.product_feedback_feedback_filters
• sn_apw_advanced.feedback.idea_feedback_queue_address
• Financials for planning items
• Migration of financial baselines: - Migrate the financial baselines of projects, which includes investment currency support. - While migration, financial baselines will now include actuals, costs, benefits, and budget values from the project currency to the investment currency.
• Streamlined currency fields while using multicurrency: - New and existing customers will now see only investment currency fields in demand and project records. - Planned costs, actual costs, planned benefits, actual benefits, and budget fields are included in the financial baselines.

• Support for domain separation

View and filter subscribers by domain for user-based subscriptions and view Now Assist usage by domain.

• Monitor Workflow Data Fabric usage

Monitor and track Workflow Data Fabric capability usage and view the relative token use rate of each capability.

• Smart Assessments

Supplier managers can use the segmentation rules and assessment templates to create smart assessments in bulk for users. Smart assessments provide a survey-like experience with enhanced UI capabilities for both internal and external users. This feature utilizes the capabilities of the Smart Assessment Engine application.

• Emails view for supplier managers in the Source-to-Pay Workspace

Supplier managers can access their emails within the Source-to-Pay Workspace from the Emails tab in the case, task, and supplier details pages respectively. Email actions are reflected and incomplete email errors are handled. Email-summarization is available from the workspace for tasks and cases only.

Supplier contacts receive the emails and they can perform the assigned tasks directly via email without logging in to the Supplier Collaboration Portal.

Internal stakeholders receive the emails and they can perform the assigned tasks directly via email without logging in to the Source-to-Pay Workspace.

• AI driven supplier onboarding using Now Assist for SLO

Use theAI driven supplier onboarding workflow to automate data validation, duplicate checking, task generation, and supplier communication. Key enhancements include:

• Extract banking information from uploaded documents to reduce information mismatch.
• Use the document strategy generator AI agent to generate a customized onboarding task list using all published knowledge base articles.
• View a list of AI-suggested suppliers while reviewing supplier onboarding requests initiated through sourcing requests.
• Supplier relationship managers can manually approve or reject supplier onboarding requests.
• Resolve duplicate supplier onboarding requests from the Now Assist panel by updating the supplier legal name, contact email, or both.
• Automate supplier case creation from emails

Convert supplier emails into cases automatically when registered supplier contacts send emails to a supplier inbox. Supplier cases are created for all SLO related queries and assigned to the supplier relationship manager. For queries unrelated to SLO, a universal request is created for resolution.

• Summarize supplier performance in Source-to-Pay Workspace

Generate comprehensive supplier performance summaries, including performance data, trends, and actionable insights, using the supplier performance summarization skill.

• Analyze sentiments in supplier cases

Use the sentiment analysis skill to analyze supplier case fields and determine the tone or sentiment of the fulfiller.

• Generate an email response for supplier cases

Use the email response skill to analyze the supplier case details and generate professional email response regardless of the record type using past email responses, KB articles, and related tasks.

Australia Patch 3

• Telecom Customer 360 component

Embed the 360-degree customer view as a tab on any record page in the CSM/FSM Configurable Workspace by adding the Telecom Customer 360 UI Builder component. The component is shipped on the complaint case record page by default.

• Recommendations

View Knowledge Base article suggestions and search for KB articles and agentic workflows directly from the Telecommunications Customer 360 page using the contextual Recommendations side panel.

Australia Patch 2

• Interaction record

View customer phone interaction records, verify and open records to view details.

Australia Patch 1

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases

• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

• Order fallout AI agent

Automatically create fallout records mapped to existing fallout types for streamlined error tracking and follow-up.

Australia Early Availability

• Customer information

View customer account, contact, or consumer information including contact details, location, and recent interaction summary for efficient service delivery.

• Interaction history

Track customer interactions over time with date range filtering. View the chronological history of customer engagements to understand previous communication context.

• Trend charts

Monitor key customer metrics through visual charts including NPS and CSAT scores with target comparisons and trend lines. View the last updated timestamps for each metric.

• Billing

Review customer billing information and invoices for the selected billing account. Search and filter billing records to quickly locate specific invoice details.

• Products

Identify active products and services associated with the customer account. View counts of related cases, service problem cases, incidents, and test results for each product to understand product-specific issues.

• Cases, tasks, and orders

Manage multiple task types including service problem cases, cases, customer orders, work orders, complaint cases, and invoice cases in a unified view. View details such as case numbers, descriptions, state, sold products, and priority levels across all task records.

Australia Early Availability

• Remote Hands Request Management

Enable your customers to request services such as power usage enquiries, equipment installation, equipment restarts, and more by connecting with onsite operations agents at your facility. Securely store your customer requests in the Remote Hands Case table, with role-based access controls. View an auto-generated summary of your requests for quick reference.

• Remote hands case record

Remote Hands Request Summarization generates contextual summary of a Remote Hands case by combining current case data with insights from similar historical cases, using information submitted by the DCIM user through the CSM portal.

Australia Patch 3

• IP address management

Multi-layer nested IP Subnetworks with CIDR validation: You can now create IP Subnetworks within IP Subnetworks, supporting recursive nesting for both IPv4 and IPv6. When creating a subnetwork at any level, the system validates that the CIDR is correctly formatted, falls within the parent's range, is more specific than the parent, and is unique within the parent.

• Inventory template naming patterns

Author patterns from a variable library with real-time validation, verify resolved names across the full template hierarchy from a new Overview tab at design time, and add custom validation rules.

• Telecom Network Inventory roles

Standard ServiceNow platform roles no longer have read access to specific TNI tables. This change affects both new installations and upgrades.

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases
• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

Australia Patch 4

• Rack allocation workflow

The rack allocation agentic workflow reserves rack unit space in a datacenter by evaluating placement policies, capacity metrics, and change request requirements to find suitable rack allocations.

• TNI Data Model Navigator

A Data Model Navigator is a CMDB framework feature that presents a curated, domain-specific view of the CMDB. With TNI context, it organizes thousands of CMDB CI classes into a focused, hierarchical structure relevant to telecom operations.

Australia Patch 4

• Granularity support for pull connectors

Configure granularity and polling schedule constraints on Meraki and Fortinet pull connector instances to reduce API call volume and align data sampling with source system capabilities. Per-connector validation prevents unsupported values for metrics collection schedules and granularity windows. For valid values per connector and API type, see Pull connector granularity constraints.

• Discover VeloCloud SD-WAN inventory from both Partner (MSP) and Operator accounts

The Service Graph Connector automatically detects whether the supplied credentials belong to an Enterprise Proxy (partner) account or a direct operator account, so the same scheduled import works for either topology without configuring the discovery mode.

• Pagination for Meraki metrics requests

Meraki pull connector metrics requests now follow API pagination links automatically, ensuring complete data retrieval for large organizations where a single API response does not return all available records.

• Metric aggregation scripted extension

Define custom KPI calculations on top of raw metrics using the TSOMMetricAggregator scripted extension point. Formulas can combine raw and transformed metrics, apply temporal aggregation operators (avg, max, min, p95) and spatial aggregation across matching resources, and attach user-defined labels to calculated KPIs.

Australia Patch 3

• Elastic connector for MPN alerts

Collect fault management alarm data from a Mobile Private Network (MPN) Elastic index and forward events to Event Management by configuring a connector instance.

• Elastic connector for MPN metrics

The MPN connector now supports flexible metrics collection and network-level aggregation for MPN environments.

• MPN data model

Model your MPN topology in the CMDB with new CI classes and relationships for physical hardware and virtual network functions. The expanded data model captures connectivity between physical objects (servers, firewalls, and appliances) and virtual network functions (UPF, UDM, and 5G core functions). MPN infrastructure can be represented, related, and reported on alongside your telecom service operations data.

• Network Packet Broker CI class

Model network packet broker devices in the CMDB with the new Network Packet Broker class (cmdb_ci_network_packet_broker), a child of Telco Equipment (cmdb_ci_telco_equipment). Network packet brokers sit between network TAPs or SPAN ports and your security and monitoring tools, aggregating, filtering, and distributing traffic so each tool receives only the data it needs. Example devices include the Iris Packet Broker IPB220 and IPB420, and APCON IntellaFlex XR monitoring switches.

• Bind MPN metrics to configuration items automatically

The MPN pull connector now ships with a preconfigured event field mapping rule that binds collected metrics to CMDB configuration items automatically. The rule uses a scripted extension to resolve the CI from event fields such as name, distinguished name, serial number, and hardware ID.

• KPI aggregation capability

Use the Formula Engine to process raw KPI formulas into formatted expressions, which are stored in the Formatted KPI Formula field and validated for balanced parentheses before the metric calculation engine references them.

Australia Patch 2

• Customize Fortinet license expiration date storage using scripted extension points

By default, the Fortinet SD-WAN connector stores license expiration dates as separate CI key value pairs per device. You can override this behavior and implement alternative storage logic by using a scripted extension point.

• Configure allowlists to scope connector polling

Limit polling to specific organizations or ADOMs through allowlists on connector instances for Cisco Meraki and Fortinet.

Australia Patch 1

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases
• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

• Upload brand guidelines to generate theme colors in Theme Builder

As of Theme Builder, version 7.1, upload brand guidelines as a PDF in the Theme Builder wizard to generate theme colors from your documented brand standards.

• Upload brand guidelines to generate theme colors in the Now Assist panel

Upload brand guidelines as a PDF to the Theme Builder theme creation workflow in the Now Assist panel to generate themes aligned with your brand.

• AI-powered color palette theme creation

Use AI to generate themes from brand images, preview multiple options, and refine results all within the updated Create a theme wizard. If you prefer, you can skip the AI step and continue creating your theme manually using the existing workflow. This feature requires Now Assist for Creator.

• Generate themes using Now Assist

Leverage Now Assist to generate themes based on your brand image. After generating a theme, navigate to Theme Builder to publish and apply additional styling. This feature requires Now Assist for Creator and a theme creation workflow enabled in AI Agent Studio.

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases

• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

• Override default icons for a fully branded experience

View and manage your theme’s icon library in Theme Builder, including uploading custom assets to replace default icons. Icons support size variants, outline and fill styles, and dynamic color adjustments and integrate with embeddable components.

• Control typography at the component category level

Assign fonts to individual component categories to create clearer visual distinction across your interface.

• Flexible Font size control

Fine-tune font sizes across component categories for a polished, consistent look. Use font‑size controls to tailor default or custom fonts to your brand needs. Applies across Next Experience and embeddable components, ensuring a consistent brand look even on external sites.

After upgrading to version 22.3.3 and activating the Now Assist for Third-party Risk Management (TPRM) application, you can use uploaded documents and responses from previous assessments to generate suggested questionnaire responses with source citations. For internal assessments you need the snc_internal role. For external assessments, primary contacts can complete all assessment response actions; secondary contacts must be assigned read and write access.

• Software Bill of Materials (SBOM) support

After upgrading to version 22.3.2 and installing the required SBOM applications, if you have the third-party risk manager role [sn_vdr_risk_asmt.vendor_risk_manager] or third-party risk assessor role [sn_vdr_risk_asmt.vendor_risk_assessor], you can collect and manage SBOM data to support regulatory disclosure requirements.

• Standardized Information Gathering (SIG) 2026 questionnaires

After upgrading to version 22.3.0, if you have the third-party risk manager role [sn_vdr_risk_asmt.vendor_risk_manager], you can use updated SIG Full, SIG Core, and SIG Lite templates for 2026 with expanded coverage across major security and privacy frameworks. Existing SIG questionnaire versions remain available. In‑flight assessments aren't affected.

• Smart Assessment template versioning

After upgrading to version 22.3.3, if you have the third-party risk manager role [sn_vdr_risk_asmt.vendor_risk_manager], you can manage SAE template lifecycles using explicit versioning so that in-flight assessments use the version that was active when they were created.

• Legal Entity Identifier (LEI) validation for DORA reporting

After upgrading the Digital Resilience Third-party Information Register application to version 22.3.1, if you have the third-party risk manager role [sn_vdr_risk_asmt.vendor_risk_manager], you can validate Legal Entity Identifier codes against the GLEIF database to support regulatory accuracy in Register of Information reporting. For descriptions of validation results and report columns, see .

• Generate aggregate regulatory reports in local currencies

After upgrading the Digital Resilience Third-party Information Register application to version 22.0.3, third‑party risk (TPR) managers [sn_vdr_risk_asmt.vendor_manager] can standardize annual expense values during Register of Information report generation by enabling currency conversion and third‑party total expense aggregation. To support this process, the generated reporting package includes summary and detail reports that indicate successful conversions, aggregation results, and any skipped providers.

• Centralized repository for TPRM SAE templates

After upgrading to version 22.0.2 and installing the Unified Content Management application, TPR managers [sn_vdr_risk_asmt.vendor_risk_manager] can help ensure consistent and comprehensive assessments by activating and updating ready‑to‑use Smart Assessment Engine questionnaire templates through a single, managed repository in the Vendor Management Workspace.

After upgrading to version 22.0.8 if you have the third‑party assessment reviewer role [sn_vdr_risk_asmt.vendor_assessment_reviewer] and have installed the Now Assist for Third-party Risk Management (TPRM) application, you can use generative AI to automatically identify and recommend issues based on assessment responses. The TPRM issue management recommendation skill recommends issues with rationalized summaries. Recommended issues are presented for review and are created as standard TPRM issues only after user confirmation.

• Generate a Case Report using generative AI

Introduced Now Assist Report Authoring skill to generate analyst‑grade threat intelligence reports from threat cases. Supports configurable styling and analyst-defined instructions for content and focus.

• Summarize a Case with Now Assist for Threat Intelligence Security Center

Now Assist for Threat Intelligence Security Center brings generative AI capabilities directly into threat intelligence workflows.  Analysts can generate concise AI-powered summaries of threat cases, including case overview, findings, key actions taken, and recommended next steps.

• Automatic Threat Actor priority tagging

Enable automatic tagging of threat actors based on their origin locations.

• Configure TISC add-on in Splunk

TISC Add-on for Splunk Enterprise adds historical data ingestion and flexible expiration handling.

• Link nodes in the Relationship Graph

The relationship graphs show immediate relationships to the home node for quick rendering of the graph. Filters enable analysts to narrow down to specific nodes and relationships. 

• MITRE ATT&CK Technique Extraction Rules

Enhanced MITRE™ extraction rule schema to add a combined Techniques and tactics regex extraction type.

• Threat Hunting Playbook

Threat hunting playbook is now available out of the box. Analysts can use Playbooks for case management as a guided, stage-based workflow for investigations.

• View Premium Threat Feed for CrowdStrike

Enhanced CrowdStrike premium Threat feed by adding Malware to the record types to ingest. Threat Actor records now link to Malware through uses and develops relationships, and to Location through originates-from and targets relationships. Report and Indicator records are linked to Malware through associated-with. Threat Actor records ingested from CrowdStrike now represent capabilities, target industries, target regions, target countries, and origins as structured tags rather than free-text, additional context fields. Users can use these attributes as filters.

• Have I Been Pwned integration

Added support in TISC for Have I been pwned? (HIBP) observable enrichment, enabling analysts to identify whether observables have been exposed in known data breaches instances.

• Configure Tagging Rules in TISC

Introduced automated tagging of RSS feed records using configurable tagging rules to apply tags and taxonomies.

• Create a CWE record

Introduced CWEs as related entities with support for relationship linking.

• Create Remediations

Introduced remediations as related entities with support for relationship linking and added support for managing remediations.

• Create a Product

Introduced products as related entities with support for relationship linking.

• Create a Vendor to a Vulnerability

Associated vendors as related entities with support for relationship linking.

• Automated creation of zero day vulnerability

Automatically generate zero day vulnerability records from flagged RSS feeds with extracted and linked CPE, CWE, and CVE details for enhanced threat analysis. The catalog now includes the RSS feed for Google Project Zero, enabling real-time detection of emerging threats.

• Create Vulnerability Assessment from a Vulnerability

Initiate vulnerability assessments directly from identified issues for faster risk evaluation. Sample workflows and flow actions are included to automate the assessment process.

• Create Security Incident from a Vulnerability Record

Create security incident records directly from detected vulnerabilities to expedite incident response and streamline threat management workflows.

• Enable security incidents for vulnerabilities

View vulnerabilities and related intelligence in the TISC Context tab of Security Incident Response Workspace, allowing analysts to quickly access risk data during investigations without navigating to separate records.

• Create event-driven UI interactions

Trigger UI interactions directly from events in UI Builder, allowing you to link event-driven behavior to reusable interaction logic with the following benefits:

• Define an interaction once and apply it across multiple events and pages so UI components such as modals don't have to be associated directly with the page anymore.
• Connect events to interactions without additional scripting.
• Centralize logic for consistent updates and fewer errors.
• Previously, Declarative Actions using UXF Client Actions required manual wiring on each page leading to complexity and upgrade risks. UI Interactions replace this with reusable, declarative event mapping.
• Update an existing UI interaction flow

As of UI Builder version 29.2, the UI interaction diagram editor now supports in-place editing, giving you more flexibility when modifying existing interactions without rebuilding downstream flows.

• Insert new steps, If/Else logic, or And branches anywhere in an existing diagram.
• Swap the outgoing event on a step to change which event continues the flow.
• Delete events and their downstream steps directly from the diagram.
• View which toolbox items are unavailable for a specific location, with guidance on why.

• Inter-department communication

Improve inter-departmental communication by enabling agents to effectively collaborate on associated tickets using the Sidebar discussions and Discuss options. Control agent participation through restricted lists and apply access permissions consistently across associated tickets.

Enable employees to request help with services that are hard to locate in the catalog listing or need support from multiple departments.

• App version compatibility support

Update the Now Assist suite to manage application version compatibility by automatically updating all related applications to compatible versions when you upgrade an application in the compatibility matrix.

• ATF Troubleshooting agent access

You can now troubleshoot failed tests by accessing the ATF troubleshooting agent from the Conduct post-testing step in the post-upgrade activities of a non-production instance.

• Creating custom events

Create custom events without code directly in your application using the Usage Insights page overlay. Use event descriptions to provide greater visibility and clarity on Usage Insights events.

• Access Funnels from Platform Analytics

Access funnels you create in Usage Insights directly in the Platform Analytics UI to view this data along with your organization's other business metrics.

• Customize Dashboards

Customize dashboards or pages for Platform Analytics directly in Usage Insights.

• Assign search sources to a chat assistant

Premium chat prefills messages with legacy messages that were previously configured in your standard or enhanced chat experiences.

By default, portals and mobile apps that have enhanced chat with a dynamic, movable, and resizable window use the assistant search profile for both portal/mobile search and the assistant search. Admins can now turn off this behavior and continue to use the portal/mobile search profile independently.

The Include AI Responses column shows whether the search source is included in the synthesized response. Within Assistant Designer, the setting is read-only. However, it can be modified in AI Search Admin console.

• Display your assistant on a portal, channel, or mobile app

Mobile custom apps support configuration of enhanced chat and premium chat display options, with availability dependent on the widget's current configuration.

• Manage an assistant chat experience

If you configured legacy messages and legacy fallbacks, your premium messages and premium fallbacks are prefilled with what you had in your legacy messages and legacy fallbacks. In this release, closing topics, closing messages, and survey topic are now prefilled.

Closing topic, closing message, and survey topic are available for standard, enhanced, and premium chat for Now Assist in Virtual Agent.

• Edit a chat assistant

When editing an assistant with premium chat, create, edit, or delete prompts from the prompt library. Prompts help users ask better questions and get more accurate answers. Use the prompt library to manage prompts that users see in premium chat. Create your own prompts or use the default prompts.

• Prompt library

Browse and select from promoted prompt templates or save your own custom prompts, eliminating the need to retype frequently-used prompts within your chats. Access your reusable templates instantly from the omnibar for faster, more consistent conversations.

• Assign search sources to a chat assistant

For premium chat, catalog items have improved fluidity; however, some of them are no longer conversational. They’ll open in a catalog form instead. This applies to Now Assist in Virtual Agent assistants and Now Assist panel – Platform assistant.

• Display your assistant on a portal, channel, or mobile app
• If your instance is eligible, you can opt into the premium chat experience. ServiceNow performs a set of readiness checks to see if your instance is eligible for premium chat. Premium chat is a contextual chat experience that appears throughout the platform, adapting its behavior and interface based on where users are and what they're doing.
• An alert is shown when the instance is eligible for premium chat or when there is a possible delay for premium chat to appear as an option on your instance.
• When editing the display experience of an existing portal or mobile widget, chat experience options depend on the existing configuration.
• For channels, select channels from the Add channels drop-down list that integrate with the assistant.
• For Microsoft Teams, edit the channel to toggle between standard and premium chat.
• Display your assistant on Platform or ServiceNow Studio

An alert is shown when the instance is eligible for premium chat or when there is a possible delay for premium chat to appear as an option on your instance.

• Brand and personalize an assistant

Customize an assistant’s tone, response length, and persona in the Personalization section when branding your assistant. By default, personalization is hidden.

To enable personalization, set the appropriate values in the sn_nowassist_va.assistant_personalization system property. For more information, see Now Assist in Virtual Agent system properties.

• Enable additional chat features

For Now Assist in Virtual Agent assistants, voice input is available for premium chat.

For Now Assist panel – Platform assistant, voice input is available for standard, enhanced, and premium chat.

• Manage an assistant chat experience

For premium chat, you can select a topic for fallback options.

For premium messages, select the default greeting message, static greeting message, or select a custom topic. The static greeting message allows you to customize message.

For premium chat, your premium messages and premium fallbacks are pre-filled with your legacy messages and legacy fallbacks.

• Edit a chat assistant

View All assets to see the assets that are assigned to an assistant.

There is no limit to the number of assets that can be promoted.

If an active asset is promoted, and later is set to inactive, the asset is not shown in the Discoverable, Visible, and Promoted lists.

• Now Assist in Virtual Agent system properties

Use the sn_nowassist_va.assistant_personalization system property to show or hide chat personalization when branding an assistant. Personalization determines the tone of the assistant, response length, and persona.

• Now Assist deployment configuration properties

Manage the behavior of suggestions that users see when typing in the input box.

• View assistants

If you have the com.snc.ex_ai_portal (Employee Slate) app installed, the default Employee Slate assistant is shown, and Employee Slate is mapped to it by default. The default Employee Slate assistant can be activated, deactivated, edited, and tested. It can’t be deleted.

• Display your assistant on a portal, channel, or mobile app

The default Employee Slate assistant comes with premium chat. Premium chat is a contextual chat experience that appears throughout the platform, adapting its behavior and interface based on where users are and what they’re doing.

• Brand and personalize an assistant

For the default Employee Slate assistant, configure premium chat branding. Select and configure the chat header, chat logo, and chat menu items such as a phone number, email, and link.

A Channels section is shown for Now Assist in Virtual Agent assistants and the default Employee Slate assistant if a channel is configured in the display experience.

• Manage an assistant chat experience

Depending on your configuration, different greeting, closing, and fallback options may appear. Legacy messages (chat messages) and legacy fallbacks (chat fallbacks) are shown when at least one display experience has standard chat or enhanced chat. Premium messages and premium fallbacks are shown when at least one display experience has premium chat.

• Test a chat assistant

Test your chat assistant (standard, enhanced, or premium chat) to simulate an end-to-end conversation before moving your experience into a production environment.

• Assistant Designer Asset library

Use the Test Assistant button to test your LLM assistant in Standard, Enhanced, and Premium Chat, after adding chat experiences in Assistant Designer's Assistants tab.

• Now Assist in Virtual Agent on mobile

Use the modified version of Now Assist in Virtual Agent on your mobile device. This redesigned version adapts to smaller screens without losing functionality or clarity.

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases

• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

• Premium chat experience for Now Assist Panel - Platform (default) assistant

The Now Assist Panel - Platform (default) assistant now has the premium chat experience configured by default.

• Enhancements to the Invicti Vulnerability Integration

Added the Invicti Platform Integration. Support for the Invicti Platform APIs introduces three new integration jobs that connect directly to the Invicti Platform cloud service:

• Application Integration — Imports the list of applications being scanned in Invicti Platform into your ServiceNow AI Platform® instance as discovered applications.
• Scan Integration — Pulls scan records from Invicti Platform, providing scan metadata to correlate with vulnerability findings.

• Vulnerability Integration — Imports application vulnerability findings from Invicti Platform and creates or updates application vulnerable items in Vulnerability Response in your ServiceNow AI Platform®. Enhancements to Application life-cycle management: When an application is deleted or decommissioned in Invicti Platform, your ServiceNow AI Platform® automatically deactivates the corresponding discovered application and closes all associated application vulnerable items (AVITs), keeping your vulnerability inventory accurate without manual cleanup.

• Activate the Wiz Asset Integration and identify resource types for import

Enhancements to the Wiz integration include:

• Starting with version 32.1 (USEM) and version 4.1 (non-USEM), the Asset integration is deactivated by default and is not a mandatory prerequisite for the other Wiz integration imports.

If you choose to activate it, the Asset integration will retrieve assets for all resource types if you don't specify the ones you want on the Asset Integration Configuration tab. To avoid importing vulnerability data you don't need, identify only the resources (assets) that you want to import with this integration.

• Resource Type is no longer a mandatory field for configuring the Vulnerability Response Integration with Wiz. You can now save Wiz configurations for the integrations without specifying a Resource Type, simplifying setup for use cases where specifying a Resource Type isn't appropriate.
• Unified Microsoft Defender Integration for Security Exposure Management

The Microsoft Defender for Cloud and Microsoft Defender Threat and Vulnerability Management (MS TVM) plugins are now consolidated into a single plugin: Microsoft Defender Integration for Security Exposure Management. This consolidation deprecates the standalone Microsoft Defender for Cloud plugin. The unified plugin also introduces container image vulnerability ingestion from Microsoft Defender for Cloud, creating Container Vulnerable Items on your instance. A guided migration path is available to transfer existing data from the deprecated applications to the unified plugin.

• AWS Integration for Security Exposure Management

The AWS Integration for Security Exposure Management supports integrations with the following AWS services:

• AWS Inspector is an automated vulnerability management service that continuously scans EC2 instances, ECR container images, and Lambda functions for software vulnerabilities (CVEs) and unintended network exposure. The Vulnerability Response integration with AWS Inspector imports host and container vulnerability findings from AWS Inspector.
• AWS Security Hub is a security service that is used to centralize and update security checks across AWS accounts. It provides a unified view of security alerts and compliance status by integrating with various AWS services. The Vulnerability Response integration with AWS Security Hub imports host, container vulnerabilities, and misconfigurations from AWS Security Hub.
• Enhancement to Vulnerability Response CI lookup rule configuration

The Applies to field is added to Configuration (CI) lookup rule records. For third-party and ServiceNow® integrations that support both Application Vulnerability Response (AVR) and Vulnerability Response (VR) lookup rules, like the Vulnerability Response Integration with Wiz, for example, select one for a rule:

• Discovered Application for Application Vulnerability Response lookup rules.

• Discovered Item for Vulnerability Response lookup rules. Note: The field is left empty by default. If you leave this field empty for lookup rules that support both VR and AVR integrations, background jobs for both applications apply changes on the same set of lookup rules. This state might cause a conflict and set the reapply flag incorrectly. With this distinction set, after the respective background jobs for AVR and VR are completed, the system resets the flag only for the lookup rules for the background job that was run.

• Optimized Tenable.io Compliance Results ingestion

Starting with v 6.1.3, the Tenable.io Compliance Results Integration is replaced by the Tenable.io Fixed Compliance Results Integration and Tenable.io Open Compliance Results Integration. Compliance results are now imported based on their status, optimizing ingestion performance and scalability for environments with large volumes of compliance data while keeping remediation and compliance tracking aligned with the current state of findings.

• Qualys Integration – API enhancements

The Qualys Vulnerability Integration has been upgraded to support newer Qualys API versions across Host Detection, Host List, Knowledgebase, PC Controls, PC Policies, and PCRS integrations. The integrations now ingest additional data fields, including vulnerability detection source, authentication privilege status, active status for controls and policies, and cloud metadata, giving you better visibility into your vulnerability and compliance data. Use the new posture_api_version integration instance parameter to choose between the default v2.0 APIs or the newer v5.0 streaming APIs for the PCRS Policy Host and PCRS Test Results integrations.

• Vulnerability Data Management with Central Vulnerability Database (CVDB)

The Central Vulnerability Database (CVDB) introduces a unified, source-agnostic vulnerability data layer that consolidates data from multiple sources into a single authoritative record, improving accuracy, consistency, and traceability. Key capabilities include:

• Unified vulnerability record: Correlates vulnerability data from multiple sources, supports sources including National Vulnerability Database (NVD), scanner intelligence, European Union Vulnerability Database, Japanese Vulnerability Database, and vulnerability intelligence feeds.
• Priority-based data reconciliation configuration: - Field-level priority: Ensures each attribute (e.g., CVSS, remediation, exploit status) can be configured from the most reliable provider. - Source-level priority: Applies a global ranking when field-level rules are not defined. - Hybrid model: Field-level rules take precedence, with source-level fallback; all source data is preserved for full traceability.
• Source attribution and traceability: Maintains detailed source metadata, timestamps, and change history to ensure full auditability and transparency.
• Data enrichment: Combines CVSS scores, exploit intelligence, and remediation guidance to provide a richer and more actionable vulnerability context.

• Location Based Holiday Calendar Management

Enable location-based holiday calendars to

• Manage location‑based holiday calendars that auto‑sync to schedules, providing real‑time visibility into regional holiday impacts and supporting accurate shift planning.
• Improve workforce scheduling and compliance by mapping holidays to specific regions, reducing manual adjustments and ensuring agents see their location‑based holidays in My Calendar.
• Manager Workspace landing page

Enhance the Manager Dashboard to view

• New AI Insights tab on the Manager Dashboard in the Manager Workspace.
• The AI powered widgets: Sentiment Analysis, Trending Topics, and Auto QA. These widgets provide deeper, real‑time visibility into customer sentiment signals, trending interaction themes, and quality evaluations.
• Manager Workspace landing page

Decouple the existing Manager Dashboard to make it available as a standalone feature.

• Install and configure the Manager Dashboard independently to provide a streamlined, modular experience, retaining only essential alerts and core widgets for performance, work management, and resource visibility while removing scheduling and coaching components.
• Managers can view Help Request alerts and Operational Insights when Channel Management is used with the Manager Dashboard. These capabilities are not available when Channel Management is used without the Manager Dashboard.
• The Manager Dashboard includes a tab-based layout with widgets for Customer Signals and Quality Management — Sentiment Analysis, Trending Topics, and Auto QA. Managers can access the Operations Insights tab with widgets such as Performance, Work Management, and Resource Management when additional capabilities are enabled.
• Listen, Monitor or Barge in to an agent call

Monitor, coach, or barge into voice calls to

• Assist agents during live customer calls by opening the agent’s active phone interaction in Manager Workspace.
• Enable supervisors to silently monitor calls, whisper‑coach agents, join conversations, view real‑time transcription when the conversation panel is enabled, and switch modes or end the session at any time using the NVC utility panel.
• Manager Workspace landing page

Enable Manager dashboard to view the Help Request on the landing page.

• View the Help Request tab on the Manager Workspace landing page and in Conversation Monitoring list view.
• Segment Help Request interactions by different channel including Chat, Email, Messaging, Phone and Video.
• Channel Management in Workforce Optimization for Customer Service
• View the Help Request tab on the Channel Management landing page.
• Enable supervisors to open any active voice request to review context and take action by monitoring the live call, coaching the agent privately, or barging in to speak with both the agent and the customer.

• ---

Enable Schedule Management schedule management capabilities in CSM configurable workspace:

• Provide a standalone licensing and entitlement model for Schedule Management schedule management using the  "com.sn_shift_planning" plugin.
• Support independent deployment of Schedule Management schedule management without Forecasting, Intraday Management, Coaching, or other Workforce Optimization modules.
• Extend scheduling to support shift and roster management for FSM and Retail, enabling phased use of Workforce Optimization modules.

• Support for REST APIs

Connect to ERPs using REST APIs for read and write operations.

• AI agent for SAP OData services

Discover relevant SAP OData v2 services for your models using the OData Services Recommender AI agent. This reduces missed integration opportunities and accelerates development by finding standard SAP capabilities that align with your use cases.

• Implement and deploy faster with the ERP Hire to Retire content pack

Use the Hire to Retire content pack containing models to get Zero Copy Connector for ERP running on your instance faster.

• Improved mapping visualization and review interface in the Model Manager

View, review, and manage generated field mapping proposals through enhanced visualization tools in the Model Manager. Accept individual mapping suggestions or auto-apply entire mapping sets with a single action.

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases
• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

• Cloudera Hive

Retrieve data from Cloudera Hive in real time without copying or duplicating the data. This connector is available with a Preview label, indicating that enhancements are ongoing.

• Cloudera Impala

Retrieve data from Cloudera Impala in real time without copying or duplicating the data.

• Microsoft OneLake

Retrieve data from Microsoft OneLake in real time without copying or duplicating the data. This connector is available with a Preview label, indicating that enhancements are ongoing.

• Australia Patch 1

Connect to Prometheus

Retrieve data from Prometheus in real time without having to copy or duplicate the data.

• Connect to another ServiceNow® instance

Retrieve data from another ServiceNow® instance in real time without copying or duplicating the data.

• OAuth authentication

Configure OAuth authentication in Databricks, Oracle, and Snowflake connectors.