ServiceNow
Workflows

IT Workflows
Employee Workflows
Customer Workflows
Creator Workflows

IT Workflows
We offer workflows that can transform IT into a fully-fledged growth engine. Take advantage of the benefits of operational flexibility by increasing workforce adaptability...
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Employee Workflows
Make employee experiences more integrated and engaging with ServiceNow Employee Workflows. Motivate your staff by making it simple for them to obtain what they require when they require it...
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Customer Workflows
We connect clients, front-line agents, middle and back-office staff on a single ServiceNow platform with ServiceNow Customer Workflows using digital processes to scale customer operations...
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Creator Workflows
With a low-code platform, you can quickly create digital workflow apps. Scale quickly across the organization to build natural, linked experiences that users enjoy...
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Solutions
ServiceNow Solutions

IT Service Management
IT Operations Management
IT Asset Management
Governance, Risk, and Compliance
Security Operations

HR Service Delivery
Customer Service Management
Field Service Management
Integration Hub

IT Service Management
IT service management includes all the ServiceNow services and processes that ensure end to end...
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IT Operations Management
ServiceNow ITOM consists of a set of modules in ServiceNow to manage the operations...
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IT Asset Management
It is the set of business practices to manage the lifecycle of various assets in IT like software assets...
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Governance, Risk, and Compliance
Almost every aspect of the business is driven by governance, risk, and compliance...
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Security Operation
To minimize risk, ServiceNow SecOps allows you to immediately identify, prioritize, and respond to threats...
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HR Service Delivery
With ServiceNow HRSD, you can increase company productivity and provide your employees...
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Customer Service Management
Proactively solve problems and take actions to rectify common requests more efficiently with ServiceNow...
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Field Service Management
ServiceNow Field Service Management enables you to efficiently and safely manage field service activity...
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Integration Hub
For the fastest time to value, lowest TCO, and ease of use with zero learning curve for all ServiceNow developers...
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Digital Transformation
Digital Transformation

DevOps
Robotic process automation
User Experience Design

DevOps
Devops includes the set of practices that automates the IT operations and accelerate the delivery...
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Robotic process automationt
We help organizations to integrate different techniques like machine learning and artificial...
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User Experience Design
User experience design is the creation of the effective flow between users and software...
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Product Engineering
Product Engineering

IT Consulting
New Application development
Product testing & QA
Re-engineering & Migration
Support & maintenance

IT Consulting
We help Companies to Better their IT infrastructure and to Implement various IT strategies. Alignment of all the services to boost the overall performance...
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New Application development
We are an IT service provider company using high-value business processes and technical stacks to build digital products...
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Product testing & QA
We help clients to deliver quality products and services. Skilled Quality Assurance Team to perform a series...
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Re-engineering & Migration
Re-Engineering and Migration is the concept of Comparing the Existing business model to the desired model...
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Support & maintenance
We provide a range of support and maintenance services to our clients in the form of version upgrades, post-project support...
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Tour to ServiceNow Rome with AI and Employee experience

  • By Aelum consulting
  • September 24, 2021
  • 1228 Views

The Rome release adds new functionality to the digital workflows. It helps the customers to create really great employee experiences. New AIops enhancements are there to resolve the problems quickly and increase productivity. 

It has the tendency to solve the customer problems earlier. The presence of a Mobile App builder allows the developers of different skills level to create the apps and more engaging experiences for the customers. 

App Engine Studio

  • Major enhancements are made for all the developers. It allows the developers to create great experiences. They can even collaborate to get better output by giving the right level of access to developers.
  • By giving proper collaboration descriptors such as Owner and Editor, we can assign required permissions to them.
  • AES and UI builder support allows admins to give controllable permissions to the developers.
  • There are more possibilities of giving permissions like Application manager, programing tools, Deployment, File type access, Security / Entitlement. These can be added for individuals or groups.
  • ServiceNow RomeDevelopers can work together and collaborate accordingly, they can invite others but it requires the permission of the administrator.
  • Only assigned, specific users can work on that application.
ServiceNow Rome

Error handling in Flow Designer

  • Flow Designer contains the “ERROR HANDLER” switch which helps to create actions if an error occurs.
  • If the main part is not executing, we can write the logic in Error Handler sending a notification to HR about the logs.
  • There is one more way of handling errors that is under the action flow, we have Error Evolution, which takes the condition of error and gives the output.
Error handling in Flow Designer
Error handling in Flow Designer

Integration Hub

  • Another low-code feature from ServiceNow Rome is the REST API trigger for IntegrationHub can help to simplify inbound integrations in a low-code capacity using FlowDesigner.
  • ServiceNow RomeAutomate import tasks from a new design environment that consolidates several legacy forms into a single modern interface.
  • Support for duplicate query parameters.
  • Support TLS 1.2 for outbound integrations where all data in transit is encrypted using cryptographic standards that comply with FIPS.

IT Asset Management

Till previous versions we only have Software asset management and Hardware asset management, now in ServiceNow Rome we also have Cloud asset management.

Why Cloud asset management? 

  • This allows the users to analyze the full range of costs associated with our cloud assets.
  • We can stop and start the assets by scheduling.
  • Identify the assets which are not having any ownership and eliminate them.
  • Eliminate the uncertainty associated with owner-less assets. for a specific model or software to understand the no. of license owned with a detailed explanation.

Field Service Management

  • FSM will manage work tasks performed on location. We can match the tasks based on skills and available inventory.
  • It allows agents to record details like travel time, spent time, and completion of a task.
  • In ServiceNow Rome, Crew members can work together on the assigned task for a set of hours, days, weeks, or months.
  • Crew leaders can record the entire crew’s work contributions.
  • By this technician can minimize his travel time, reduced the administrator burdens.
  • Presence of Mobile Timesheets that can Manage timesheets on the go. Allow technicians to record and submit time entries from a mobile app.
ServiceNow Rome

IT Service Management

ITSM improves productivity, resolves issues quickly, and full fill the user requirements. In ServiceNow Rome, we have lots of updates on the ITSM module. Here are some of them mentioned below:

  • Change management: Change management is being able to schedule changes through the REST API, which helps to lower the risk.
  • Vendor Manager Workspace Changes: We can monitor service agreements breaches, If any of the incidents or service availability is outage then we can analyze the effect of multiple breaches by the same vendor.
  • Digital Portfolio Management: Giving service, application, and product owners a unified workspace to collectively manage them throughout life cycles.

IT Business Management

  • Managing our team anytime, anywhere using a mobile device. This is available to both android and IOS.
  • The ServiceNow mobile timesheet app is allowing users to create, edit, view, enter notes and submit timecards/timesheets from their mobile devices.
  • Managers/Users are able to approve, reject, view, and recall a timecard/timesheet from their mobile. Log hours on the time card, update hours for the week for a specific time card.
  • Improvement in employee experience by allowing them to submit their new ideas.

HR Service Delivery

  • Employee journey management: HRSD module mainly focused on an easy way to get HR services.
  • Giving access to any time, anywhere to HR services to increase the employee’s satisfaction.
  • There are many ways to find answers, make requests, and provide help to the employees through the mobile app and Employee Center.
  • Employee Center has also added the ability to delegate assigned tasks to another agent using granular delegation.
  • If a user is out of the office, that user can delegate responsibility to other employees.

UI Builder / Now Experience:
Portals, Workspaces


ServiceNow Rome

  • Bind conditions to static or dynamic values like data resources, page properties, client state parameters, etc.
  • Replace hardcoded conditions with dynamic.
  • Delegated Developer support for UI Builder and AES.

Virtual Agent

  • Transform user engagement and simplify developer experiences with features such as asynchronous chat, Virtual Agent Designer, and conversational analytics.
  • Increased agent productivity and improved customer experience with Conversation Autopilot, which enables agents to temporarily transfer control of a live chat to the Virtual Agent.

Tips For Rome

  • Able to schedule a plugin installation.
  • Disable the ability to create Home pages by making sys_property(com.glideapp.home.deprecate_homepages) value as true.
  • On the reports if we are blocked by ACL, we are able to request from there itself(Request Access button), the request will directly go to the administrator.
  • Able to see the plugin summary by calendar available in the find in store button.
  • Automation discovery: Identify opportunities for automating ServiceNow applications, such as Virtual Agent and Agent assist. End the struggle with how and when to turn on automation solutions from ServiceNow and increase deflection while lowering MTTR.
  • Platform security enhancements: Increase the protection of data with multi-factor authentication and data export metrics for visibility on unauthorized table exports.
  • Platform encryption enhancements, NLU Workbench enhancements, AI Search enhancements, and in Rome.
  • Inbound email actions: Change to the incoming email processing to look at cmn_notif_device for alternative persons. which means one person can have multiple emails. So, it will directly go to that table and return the user.
  • Reactive scan: It can run on specific failures, suppose whenever we are doing up-gradation or update set if that fails then we will test with Reactive scan which will give us cause.

 

The ServiceNow Rome release empowers the digital workflows, create delightful customer experiences, deliver AI-based services, and increases the productivity”

Thanks For Reading
Read More on Aelum Blogs

Author: Rati Kumari Jha
Designation: Technical Content Writer

 

Viewport components in UI Builder

  • UI BuilderThe viewport allows you to create tabs with different content and manage those using UI builder’s “Manage content” mode without interfering with the parent page.
  • The tabs can have their audience, making it easy to create page variants without worrying about the OOTB pages and upgrade processes.

 

Condition Builder in UI Builder


ServiceNow Rome

  • Bind conditions to static or dynamic values like data resources, page properties, client state parameters, etc.
  • Replace hardcoded conditions with dynamic.
  • Delegated Developer support for UI Builder and AES.

Virtual Agent

  • Transform user engagement and simplify developer experiences with features such as asynchronous chat, Virtual Agent Designer, and conversational analytics.
  • Increased agent productivity and improved customer experience with Conversation Autopilot, which enables agents to temporarily transfer control of a live chat to the Virtual Agent.

Tips For Rome

  • Able to schedule a plugin installation.
  • Disable the ability to create Home pages by making sys_property(com.glideapp.home.deprecate_homepages) value as true.
  • On the reports if we are blocked by ACL, we are able to request from there itself(Request Access button), the request will directly go to the administrator.
  • Able to see the plugin summary by calendar available in the find in store button.
  • Automation discovery: Identify opportunities for automating ServiceNow applications, such as Virtual Agent and Agent assist. End the struggle with how and when to turn on automation solutions from ServiceNow and increase deflection while lowering MTTR.
  • Platform security enhancements: Increase the protection of data with multi-factor authentication and data export metrics for visibility on unauthorized table exports.
  • Platform encryption enhancements, NLU Workbench enhancements, AI Search enhancements, and in Rome.
  • Inbound email actions: Change to the incoming email processing to look at cmn_notif_device for alternative persons. which means one person can have multiple emails. So, it will directly go to that table and return the user.
  • Reactive scan: It can run on specific failures, suppose whenever we are doing up-gradation or update set if that fails then we will test with Reactive scan which will give us cause.

 

The ServiceNow Rome release empowers the digital workflows, create delightful customer experiences, deliver AI-based services, and increases the productivity”

Thanks For Reading
Read More on Aelum Blogs

Author: Rati Kumari Jha
Designation: Technical Content Writer