New date: ServiceNow upgrade to Tokyo - Dec. 17, 2022

December 8, 2022

**** Note: This article was updated on Monday, December 5, to reflect the work moving from December 10 to December 17, 2022.

The Service Now Development and Support team will upgrade the Service Now Platform to the newest version, Tokyo, on Saturday, December 17.

The Tokyo version boasts a brand-new modern interface. You will still have all the dynamic functionality you have come to rely on, with the added benefit of a slick new user interface that allows you to customize your experience as you see fit. For any groups who would like to schedule a 15 minute demo for your team (perhaps in an upcoming team meeting) please submit a request to the ServiceNow Platform Team. If possible, please include two options for scheduling the demo.

Introducing Agent Workspace

Part of the platform upgrade includes introducing Agent Workspace for Agent Chat and Incident to all ITIL users. The primary goal of Agent Workspace is to take advantage of new features in ServiceNow. Although Agent Workspace is required to process chat incidents it is still optional for all other incident management until the phase II rollout. The processes will remain the same but the look and feel of ServiceNow will improve agent efficiency for faster resolution and a better customer experience.

  • Agent Workspace allows our agents to find, research and resolve issues all from one integrated environment.
  • Agent Workspace lets agents work on multiple tickets in a tabbed view all in one screen. 
  • Agents can work on multiple issues concurrently with an optimized layout.
  • New sidebars provide easy access to knowledge articles and ticket templates.
  • Agent Chat lets agents communicate with clients, create incidents, or transfer chats to another agent better suited to resolve the incident. 

Need help? 

Service Quality