Service Now to be upgraded mid-December

    November 9, 2023

    Each year, the Service Now Development and Support team upgrades the Service Now platform to the newest version. The team will be upgrading the platform to Vancouver in December.

    What to expect

    Aside from general updates, the following new functionality will be enabled:

    • Contextual Search – Contextual Search is native to ServiceNow and is a search technology that focuses on the context of the query, as well as the intent of the user, to fetch the most relevant set of results. Contextual search displays related results within a form or record producer based on the text you enter in a field (e.g., incident form). This will replace a third-party application called OneSearch, which was being used.
    • Agent Workspace is being replaced with Service Operations Workspace, initially for chat agents, but eventually, it will be made available to all support personnel. Service Operations Workspace is a configurable workspace, which is a new, more flexible technology. Some of the benefits and features include:
      • Greater business productivity by improving task focus and overall employee experience with a personalized UI and configurable views.
      • Reduces mean time to resolve by quickly identifying problems based on anomaly detection and root cause analysis driven by data.
      • Modern visualizations – Uses data visualization styling to translate new and classic reports in one dashboard experience.
      • Unified navigation and collaboration – manage multiple ticket types and collaborate instantly across service operations and other teams to resolve issues faster.
      • Task Intelligence for ITSM - This feature enables a machine learning solution to predict and recommend incident field information and help categorize incidents in applications such as Service Operations Workspace. The agents will be able to solve issues faster, reduce error rates, and improve the service and the experience for both customer and agent.

    Need help?

    For help with any service management topics, you can always send an inquiry to the IT Service Management team with questions.

    Or, join us at our Virtual Office Hours on the first Thursday of each month from 10 - 11 a.m. via Zoom.