San Diego Release

To follow up on the success of the Rome release, ServiceNow announced an early availability of their next major upgrade, San Diego on February 3, 2022. San Diego promises to deliver some fantastic upgrades from Rome, as well as upgrades from previous releases Quebec and Paris.

General availability will be late Q1, 2022, but to whet your appetite let’s check out seven high-level examples of San Diego’s notable changes, upgrades to functionality, and other available fixes. Workspaces, virtual agents, and system automations seem to have been at the forefront of the release.

Customer First

At the top of the upgrade list is Customer Experience. Both Customer Service Management and Field Service Management features are receiving visual upgrades designed to enhance productivity and ease of use. For Case Management issues, artificial intelligence can now be used to detect language, helping to resolve cases quicker.

Plus with the Engagement Messenger, guests and authenticated users can continue conversations over several days. In essence, Customer Experience has been upgraded for speed, and improved visual interfaces to allow increased usability for customers, customer service, and contractors.

Employee Experience

Features that boost employee productivity and engagement with hybrid work spaces, and create efficiencies through global business services are important employee-related upgrades. Employee relations management has been improved to help employees optimize their experiences with artificial intelligence recommendation systems. Content curation has also been considered with the goal of enhancing unique employee experiences.

Self-service workspace reservations with mapping enhancements and mobile booking upgrades will also boost employee experience. Beyond the day-to-day life of an employee, San Diego also offers legal operation insights, simple contract improvements, and overall enhancements to the Legal Counsel Center. Employee performance and accommodation is a key piece to the new release.

Technology Excellence

Reductions in hardware, software, and cloud costs can be implemented to optimize tech service operations. By utilizing ServiceNow’s cloud solutions: Cloud Operations Workspace, Unified Agent Client Collector enhancements, and ITOM Governance, system processes that involve customers and workflows will be able to achieve greater efficiencies.

San Diego includes purpose-built, unified workspaces, intuitive interfaces, and a system health dashboard to ensure your operations are running smoothly at all times. With a strong focus on cloud interfaces, IT management can be more convenient.

Operating Excellence

Procurement service management saw process improvements for purchases. Purchase requests, approvals, and deliveries should be smoother and more robust, especially with the employment of a virtual agent for common requests.

Also, aspects of project management with the Now platform such as portfolio, risk, resource management will further help drive business outcomes.

Build and Automate

The popular low-code movement we heard so much about in 2021 continues to move forward with San Diego. Automation solutions such as Decision Builder can be used to create and help understand complex flows easily with an intuitive user interface.

The ServiceNow Automation Engine can now automate the connection between other applications and ServiceNow, and the impressive Robotic Process Automation Hub will allow for further integration by creating end-to-end workflow automations.

Now Platform

Artificial Intelligence is at the helm of the San Diego updates for the Now Platform. AI has been further integrated into solutions for search and model creation (on the NLU Workbench), while virtual agents have been enhanced to provide better chat and admin experiences.

Plus, ServiceNow Mobile has now upgraded for user interfaces, overall mobile usability, and the mobile App and Card Builders. Monitoring key metrics via multiple breakdowns led to the key innovations of San Diego.

Industries

The industries that San Diego has optimized for include banking, insurance, telecommunications, manufacturing, and XaaS technologies. Convenience, modernization, efficiency, and flexibility are where ServiceNow spent time improving platform management systems, value chains, and operations for these industries.

The San Diego release is exciting and robust to say the least. ServiceNow, as always, is aiming to make the workplace easier and better to work in. With massive innovations in automation, artificial intelligence, and with how workspaces support employee experiences, San Diego delivers the ServiceNow promise.

To find out more about the release, please see the ServiceNow San Diego release highlights here. In all, the release is building on what Rome accomplished making integrating better than ever!