Product Knowledge

Flow Designer

A feature that enables process owners to automate work. Build multi-step flows from reusable components without having to code. Flow Designer provides process owners and developers these benefits: 1. Automates repetitive work to improve efficiency and experience. 2. Describes a workflow in natural language to help non-technical users understand what it does. 3. Displays flows as diagrams to help builders see available paths and connections. 4. Enables creating and testing a workflow from a single interface to ensure it works as expected

AI Search

AI search application provides modern consumer-grade search engine for ServiceNow service portal, now mobile, and now virtual agent. Intelligent query features enable users to quickly find answers they need. AI search index stores data from Now Platform records or external sources that makes data available for users to search in multiple applications. Search query features use now platform technologies to improve the search user experience.

Mobile

Access your instance from anywhere using now mobile, agent, and mobile onboarding apps on device. App helps users to handle tasks and issues, get information and find help live from virtual agents. Mobile helps agents get work done anywhere through easy to use interface.

Form Designer

Administrators or users with the personalize_form role can use the form design feature to quickly create new or change existing form views. Access field properties and add information from macros or previously scripted UI elements. Alternative tool to configure forms that combines several configuration options.

Request Management

Allows catalog items to be requested and fulfilled based on defined flows.

Delegated Development

Allows designated users without a system admin role to develop or deploy applications on the Now platform. Delegate deployment tasks (applications publishing, first-time installation, or update) to developers or non-admin users, such as change management personnel.

Planned Work Management

Allows to configure planned activities, which are scheduled to be executed periodically based on time intervals or usage or occurrence of certain conditions. Enables your application to create work orders that specifies how and when to perform a planned work activity, such as maintenance, inspection, audits. Can be specified time interval: ex, after a few months send work order for maintenance on x machine.

Cloud Cost Management

Application formerly known as cloud insights - gives you visibility and control of your cloud usage and costs and helps you to discover all of your cloud resources, breaks down cloud spend by cost center, business service, and other entity, provides recommendations on how to reduce cloud spend, and automates repetitive cost optimization tasks.

Field Service Management

Application that enables you to manage work orders and related tasks, resources, skills, and locations. Use this application to dispatch work order tasks and agents to the customer location for performing any kind of field work, such as install, repair, or maintain equipment.

Hardware Asset Management

Application that provides advanced workflow, automation, and mobile capabilities to maintain your assets.

Software Asset Management

Application that tracks, evaluates, and manages software licenses, compliance, and optimization. You can reclaim unused software rights, purchase new software rights, and manage allocations for entitlements.

DevOps Config

Application that validates and manages configuration data of your enterprise applications across ever stage of DevOps pipeline.

Continual Improvement Management

Application to request improvement opportunities and implement phases and tasks to meet performance goals, track progress, and measure success.

Product Inventory & Advanced

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Advanced Work Assignment

Automatically assigns work items to your agents, based on their availability, capacity, and optionally, skills. AWA pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Agents see their assignments in their Agent workspace inbox.

DevOps Change Velocity

Automatically create change requests from CI/CD pipelines and even automatically approve change requests based on policies. Allows developers to continue to remain in their tools but still provide visibility, accelerate time required to approve change requests and provide audit trail - deliver changes faster without sacrificing compliance

Engagement Messenger

By using this application, your customers use self-service to find the information or service that they need from your third-party web applications that are outside of the ServiceNow environment.

Configuration Management Database (CMDB)

Centralized source that gives you full visibility into your IT environment. By storing information about your organization's infrastructure and how it is configured, this system allows you to monitor your network and ensure stability and best performance. Create models of your infrastructure using Configuration Management. Store your infrastructure data, represented by configuration items (CI)—all the computers, servers, routers, database instances, and services in your network. Analyze trends, reduce problems, and handle incidents by monitoring relationships between CI.

Communities

Communities app to connect, engage, and collaborate with employees, customers, partners, and prospects. Users get quick responses to their issues by posting questions, reviewing blogs or videos and searching for previous discussions.

Instance Data Replication

Copies data updates from one instance, called the producer instance, to one or more other instances called the consumer instances. IDR enables you to maintain consistent data across different organizations in your company. Provides a one-to-many replication, which enables one instance to propagate data across different departments and business units to keep data synchronized.

Walk-Up Experience

Create and manage on site IT walk-up venue where requests and issues are fulfilled and solved by experienced and skilled agents in person or remotely. You can configure walk-up experience to serve all users in organization by using an inclusive branding such as tech lounge, service center, or genius bar.

Service Catalog

Create service catalogs that provide your customers with self-service opportunities. Customize portals where your customer can request catalog items such as service and product offerings. You can also standardize request fulfillment to ensure the accuracy and availability of items in the catalog.

Digital Portfolio Management

DPM provides a central workspace for you to view and collectively manage all of your solutions — services, service offerings, business applications, and application services. You can see how each solution is performing by using key performance indicator (KPI) groups and you can drill down into the details of each solution. For example, you can see at the incident level to find out how an incident may be impacting your solution.

Common Service Data Model (CSDM)

Data framework that you follow when you set up a SN product and application. You adhere to CSDM guidelines when you design and organize CIs and relationships between CIs in the CMDB. This process ensures that data in your applications maps correctly to the appropriate CMDB tables for max value from applications. CSDM data model supports multiple configuration strategies that includes guidelines for using base-system tables and relationships.

Universal Request

Empowers customers towards enterprise service management, by allowing agents to resolve cases seamlessly across enterprise to provide better experience. Enables cross-departmental reporting from time of an initial employee request through final issue resolution. Map various departmental ticket states and activity streams into unified and simplified experiences for employees and agents.

Field Service Contractor Management

Enables field service managers of your organization to outsource work by onboarding contractor companies and their staff, such as external managers and external agents. Work order tasks are assigned to the contractor group's manager from the contractor company. Group qualifies the assignment criterion based on selected assignment group values, such as external group, its coverage area, skills, and product models.

Reporting

Enables you to create and distribute reports that show current state of instance dta, such as the number of open incidents of each priority. Reporting functionality is available by default for all tables, except for system tables. These reports are visuals of your data that you can share with users on dashboards and service portals, export to PDF and email. We offer predefined reports that provide data on applications and features like incident management, service catalog request, and more.

Playbook experience

Enables you to customize the default playbook user experience to interact with your desired business process workflow. Playbook provides fulfillers with a way to visualize business process workflows in a simple, task-oriented view. This workflow ensures consistent responses to commonly encountered situations, business process workflows are designed with process automation designer.

Identity Access Management

Enables you to have access to SN instance securely (confirm if this is correct).

Customer Service Management

Enables you to provide service and support that your external customers need. Customers can communicate and get help through web, email, chat, telephone, and social media.

Release Management

Encompasses the planning, design, build, configuration, and testing of hardware and software releases to create defined set of components. Handles releases using task record system. Each planned feature is generated through various means as a task record, populated with pertinent information in individual fields. Tasks can be assigned to appropriate release management team members, who deal with tasks as appropriate until release has been deployed.

Portfolio Planning

Enhance your traditional product and portfolio management by prioritizing work and visualizing plans with ServiceNow® Portfolio Planning (formerly known as Alignment Planner Workspace). Effectively plan, track, and manage work for projects and demands using a centralized workspace. You can prioritize, roadmap, and track the work planned for your products and portfolios - cascade plans from enterprise level down.

Orchestration

Extends the workflow engine to manage processes and to automate things outside of a SN instance.

ITOM Discovery

Finds applications and devices on your network and then updates CMDB 360 with the information it finds.

Problem Management

Helps identify the cause of an error in the IT infrastructure, reported as occurrences of related incidents. Responsible for managing the life cycle of all problems and to prevent problems and resulting incidents from happening. Aims to eliminate recurring incidents and minimizing impact of incidents that cannot be prevented. Diagnose root cause of incidents and determine resolution for problem.

Service Level Management

Helps to gather service requirements as well as monitor and report with regards to agreed SLA's. Used across organization in departments such as HR, Facilities, and IT. Responsible for negotiating set of agreements between service provider and customer that define scope, quality, and speed of serviced bing provided ensuring agreed SLA's are met.

Scaled Agile Framework (SAFe)

Helps you apply lean and agile principles to your large enterprise enabling you to develop and deliver software products with fewer defects int eh shortest viable lead team. Gives you broader, high level perspective as well as ability to manage development processes throughout all levels of organization.

Automation Discovery

Helps you identify automation opportunities for your workflows. Use the discovery reports to implement or improve automation solutions like VA and agent assist.

On-call scheduling

Identifies the assigned and available member of a support group, for example, when assigning an incident. Helps ensure dedicated support reps are available to resolve issues as they arise. Set up roster rotations, escalation policies, etc.

Performance Analytics

In-platform process optimization solution to create management dashboards, report on KPIs and metrics, and answer key business questions to help increase quality and reduce the costs of service delivery. Tools including KPI composer, KPI details, and Spotlight, empower administrators and other stakeholders with real-time data to address current status and accurately evaluate trends.

Mobile app builder

MAB configuration tool to build and manage screens and records that make up workflows within mobile apps. Organizational layout and navigation options in the MAB facilitate a faster and more intuitive creation of mobile apps.

Workforce Optimization for ITSM

Manage and maintain the productivity of your workforce from a single location using Workforce Optimization for ITSM. Using this application, you can efficiently manage your team's skills and schedules, route work assignments to your team, and monitor their performance.

Document Management

Manage large numbers of documents efficiently. Easily upload, retrieve, publish, and delete documents throughout the life-cycle of the workflow.

Asset Management

Manage software licenses, hardware assets, and cloud assets with intuitive work flows and life cycle visibility. Businesses need to know what assets they own, where those assets are located, who is using those assets, how often those assets are used, when those assets are being configured, how much they cost, and what value the assets deliver.

Instance Security Center

Monitor the compliance level of instance security controls, view security event monitoring metrics, and configure and maintain instance security settings all from within the Instance Security Center. The Instance Security Center consolidates several key security components into a single control console that helps you detect, protect, and respond to instance-based security events.

Vendor Manager Workspace

Monitor the performance of your company's vendors and manage all vendor-related information using the SN vendor management workspace. Assess the performance of your vendors using KPIs that you can configure to create vendor metrics.

Activity Designer

Orchestration activity designer enables user with either the workflow_admin or activity_creator and workflow_creator roles to construct reusable activities that suit and orgs business needs.

Outsourced Customer Service

Outsourcing is a business practice in which an enterprise hires another company or individuals to perform tasks, handle operations, or provide services that were executed by the enterprise's own employees. Outsourced Service Providers (OSPs) are organizations that an enterprise engages to provide customer service to external customers for reasons such as regional support, different languages, seasonal availability and so on. Benefits of outsourcing services are as follows:Cost savingsIncrease support coverage

Scrum Programs

Plan and track work of multiple teams that work together, either toward a common short-term outcome or on an ongoing basis.

Predictive Intelligence

Platform function that providers layer of AI that empowers features and capabilities across SN applications to provide better work experiences. Provides 4 frameworks that you can use to create ML solutions in instance. Each framework delivers a different solution type for training system to predict, recommend, and organize data outcomes.

Proactive Customer Service Operations

Proactively trigger case workflows and notify customers of any issues to resolve issues faster and lower inbound call volume. Enables you to track digital services sold to and in use by customers. Referred to as install base. If you identify service disruptions to a customer's install base, you can proactively create a case to notify them. Cases are resolved and closed in same way as a customer-reported case. When multiple customers affected you can use major incident management process.

Virtual Agent for FSM/TPSM

Provide employees and customers with friendly messaging interface, featuring pre-build conversations powered by AI.

Admin Center

Provides a central hub for platform owners and admins to access platform capabilities, discover new applications and get intelligent, actionable insights. Discover capability of available applications and how they can be implemented to work towards achieving your business goal.

User experience analytics

Provides dashboard views for monitoring usage analytics of your Next Experience web applications as well as Virtual Agent, ServiceNow mobile, and Service Portal applications. Visualize metrics and interactions to better understand the user experience, and create more intuitive journeys for your users.

Change Management

Provides systemic approach to control the lifecycle of all changes, facilitating beneficial changes to be made with minimum disruption to IT services. Integrates with vulnerability response.

Incident Management

Restores normal service operation while minimizing impact to business operations and maintaining quality.

Service Portal

Service Portal allows you to build a mobile-friendly self-service portal experience for your employees or customers. Service Portal is a Now Platform feature that is active by default and interacts with parts of the platform so users can access platform features through portals.

Employee Center

ServiceNow Employee Center portal is a standard multi-department, dynamic portal for service delivery and employee engagement. Employee Center portal also enables customers to easily scale their service solutions across departments, such as IT, HR, Workplace, Legal, and Procurement with digital workflows. This unified portal goes beyond the basic service delivery to provide a platform for communications, engagement, and content experiences with Employee Center Pro subscription.

Employee Service Center

ServiceNow Employee Center portal is a standard multi-department, dynamic portal for service delivery and employee engagement. Employee Center portal also enables customers to easily scale their service solutions across departments, such as IT, HR, Workplace, Legal, and Procurement with digital workflows. This unified portal goes beyond the basic service delivery to provide a platform for communications, engagement, and content experiences with Employee Center Pro subscription.

Team Development

Supports parallel development on multiple, non-production ServiceNow instances. Team Development provides: 1. Branching operations, including pushing and pulling record versions between instances. 2. Ability to compare a development instance to other development instances. 3. Central dashboard for all Team Dev activities.

Account Lifecycle Events

The Account Lifecycle Events application enables technology industry providers to define a structured, repeatable, onboarding experience. The Account Lifecycle Events application enables collaboration, transparency, and insights for both internal staff members and external customers involved in the onboarding process.

Automated Test Framework (ATF)

The Automated Test Framework (ATF) enables you to create and run automated tests to confirm that your instance works after making a change. For example, after an upgrade, during application development, or when deploying instance configurations with update sets. Review failed test results to identify the changes that caused the failure and the changes that you should review.

Telecommunications, Media and Technology Core

The Technology and Telecommunications product suites bring together customer care, operations, order management, and partner ecosystems so that technology and telecommunications service providers can scale their business to capitalize on the fast-growing "everything-as-a-service" opportunity.

Activity Packs

The base Orchestration system includes packs of custom activities you can use to automate typical IT and business processes in your network. Activity packs allow you to automate several common business processes, such as managing Active Directory accounts and Exchange server mailboxes. Activity packs can also automate IT functions such as starting and stopping Windows servers, joining domains, assigning IP addresses, and configuring load balancers. For more details, go to product documentation.

Product Catalog

The product catalog is a set of information about individual models. Models are specific versions or various configurations of an asset. Asset managers use the product catalog as a centralized repository for model information. A detailed and well-maintained product catalog can coordinate with service catalog, asset, procurement, request, contract, and vendor information.

Case and Knowledge Management

This application allows you to standardize the documentation, interaction, and fulfillment of employee inquiries and requests, which helps to improve HR efficiency and services over time.

Demand Management

This application consists of tools for capturing, centralizing, and assessing strategic and operational demands. Provides single location for managing all demand information.

Knowledge Management

This application enables the sharing of information in knowledge bases. These knowledge bases contain articles that provide users with information such as self-help, troubleshooting, and task resolution. Knowledge Management supports processes for creating, categorizing, reviewing, and approving articles. Users can search and browse articles as well as provide feedback.

Mobile Publishing

This application enables you to publish secure and branded mobile applications. These mobile apps use your unique company identity and management method. Use Mobile Publishing to create a visually distinct version of ServiceNow mobile apps. Tailor your apps to your unique company identity. Configure each of your mobile apps with a unique name, splash screen, icon, Mobile Device Management (MDM) vendor, and theme colors.

Field Service Management Basic

This application helps organizations to manage work tasks performed on location. Match tasks to agents based on skills, geographic territory assignments, and available inventory. Agents can record details on assigned tasks, such as completion status, travel time to jobs, and time spent. For more details, go to product documentation.

Health Log Analytics

This application helps prevent IT issues before your users are affected. It helps you identify the root cause of an issue by enabling you to triage related logs and analyze the raw data. This app collects raw log data streaming into your instance and structures textual data into key-value pairs. It detects meaningful patterns in the data, and when it discovers an anomaly, it sends an event to the Event Management application.

ITOM Health

This application includes event management and metric intelligence applications which help you track and maintain the health of services in your organization. Features of this application include (event management, agent client collector, health log analytics, SOW for ITOM).

Project Portfolio Management

This application provides a simplified, team-oriented approach to PPM and IT development by combining several individual applications.

Enterprise Onboarding and Transitions

This application supports automation of onboarding and other employee lifecycle events - helps to improve employee satisfaction and efficiency across HR and other departments for events that span multiple departments.

Enterprise Asset Management

This business application manages the entire life cycle of your enterprise connected and non connected assets - provides a comprehensive and end to end solution for maintaining your assets, minimizing costly downtime, and maximize the asset usable life.

ITOM Visibility

This product consists of Discovery and Service Mapping to give you a unified, connected view of your entire IT network and the services that it supports. This enables IT departments with a platform as a service to discovery IT resources. This feature discovers many things stored in the CMDB.

Application Portfolio Management

This tool provides a complete picture of the application estate, including underlying technology relationships. This starts by building a comprehensive inventory of your business applications (visibility).

Assessments

To evaluate, score, and rank records from any table in the system. You can assess projects that executives want to evaluate for effective management, or rate and compare a vendor's goods and services. Use assessments to send custom questionnaires to selected users or write scripts that query the database directly. You can then compare assessment results for the records using unique graphical views designed to highlight key performance information. Share an assessment between ServiceNow instances by using update sets, which is the recommended way to move assessment data from one instance to another.

Cost Management

Tracks configuration item costs, costs can be allocated to business units and used in reports. (previous name; financial management)

Visual Task Boards

Transforms the navigation of lists and forms into an interactive graphical experience. With VTB, you can view and update multiple task records, which appear as cards that can be moved between lanes. Activity stream on board displays recent activity to you can easily track changes to tasks. Add task cards from any table that extends task to intuitively and easily track updates and edit records directly from the board.

Intelligent CMDB Search

Use everyday natural language query (NLQ) in a search string to query for a set of CIs in the CMDB. Intelligent Search for CMDB, parses, resolves ambiguities, and converts your search string into a valid CMDB query. Complex search strings open fully constructed on a canvas of CMDB Query Builder where you can continue and refine, or run.

Upgrade Center

Use this feature to plan and manage your upgrades. Use the Upgrade Preview module to explore different release versions available to you and gain insights about the experience of an upgrade without actually upgrading your instance. You can also monitor the status of any ongoing upgrade and view the summary of your latest upgrade with the new Upgrade Monitor module. The Upgrade Center also features an Upgrade visual task board (VTB) to manage post-upgrade skips. A separate Upgrade History module can be used to view all your past upgrades.

Process Mining

Used to be called Process optimization. This helps analysts and process owners quickly analyze and optimize their business processes. Create automated business process flows from your data that enable you to monitor and more quickly discover inefficiencies in processes.

Planned Maintenance

Uses maintenance plans to trigger the creation of work orders or facilities requests. Work orders and facilities requests specify how to perform maintenance on devices and vehicles, or just about any type of asset that requires maintenance. Work orders and requests can be based on: 1. A specified time interval. For example, after a number of months since the previous maintenance was performed 2. Meters or usage. For example, after a specified number of pages are printed or a specified number of miles are driven.

Authentication

Validates identity of a user who accesses an instance, and then authorizes the use to features that match the user's role or job functions.

Advanced Dispatching

When all of the work order tasks associated with a work order are qualified, you can dispatch the work order tasks. You can dispatch them from either the task form, the task map, or central dispatch.

Product Catalog advanced

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Process Automation Designer

nables process owners to author cross-enterprise workflows and create a single, unified process. You can also use Process Automation Designer to provide end users with a simplified, task-oriented view of your process. Process Automation Designer is a Now Platform® feature that enables you, as a business process owner, to organize Flow Designer content into unified and digitized cross-enterprise processes. With Process Automation Designer, you gain these benefits: Connect multiple flows and actions into an end-to-end business workflow.