Upgrades are not mandatory with ServiceNow®, but if you’re not at Kingston yet, you should be. ServiceNow® releases two versions each year, every six months, each named after a major city. Sometimes organizations refrain from upgrading for fear of technical difficulties. You can run into some upgrade issues, particularly if you have a great deal of customizations. In such cases, there is a risk of data loss if the upgrade is not performed in a planned manner. However, if an upgrade is well-planned and has a testing phase, it is easy to avoid such issues.
When you upgrade, you get the advantage of several new and improved features. Let’s take a look at a few of the Kingston features:
Agent intelligence powered by machine learning algorithms can help resolve issues faster, reducing costs and error rates. Predictive models (AI based) can be trained to categorize and route work based on prior experience.
The flow designer enables automation of approvals, tasks, record operations and notifications through natural language. Process owners are able to author flows and manage executions in a single design environment. This low code development means that non-developers can build flows easily after some initial training.
The integration hub is an entirely new platform feature with Kingston. You can automate integration tasks and build flows and integrations with 3rd party systems using natural language. It enables out of the box eBonding integration with other instances of ServiceNow®. Flows can send record details to collaboration services. It enables users who do not have in-depth coding skills to integrate disparate systems and construct simplified process flows.
The various modules of ServiceNow® also have improvements and new features in the Kingston release.
CMDB (Configuration Management Database)
Updates to the CMDB provide a better user experience and boost productivity. The Configuration Item (CI) Class Manager provides a new workflow and user interface that is more intuitive than previous versions. More tables have also been added to the CMDB so that 689 tables are now available to cater to various requirements.
CSM (Customer Service Management)
Agent intelligence for case management, an escalation feature for case and account, time recording and community integration for case management are four new features that enable improved customer service.
ITOM (IT Operations Management)
Kingston has a new Cloud Admin Portal similar to the Service Portal that enables easy cloud management. One nifty new feature is that servers can be scheduled to turn off at night or during the weekend, reducing costs substantially. Failed requests can be re-submitted with the aid of cloud operators. Budgets can be set and monitored for groups and users in those groups.
ITSM (IT Service Management)
Many of the components of the ITSM module have been enhanced with the Kingston release. Actionable data visualizations on ITSM dashboards help monitor ITSM operations so that business processes can be improved. The Change Management component has a new assessment questionnaire that improves the assessment experience. The Service Catalog landing page has new search and browse options and widgets that enhance administrative and troubleshooting abilities.
This is just a brief overview of some of the latest exciting features available with Kingston. You can have a more in-depth look at the new features available with the Kingston release here.
Upgrades are a recurring activity with ServiceNow® as the platform continues to evolve, so when it is time to upgrade, why not record what went well and what did not. This way you’re better prepared for the next one. After Kingston, London is just around the corner in July.
When you have to upgrade, it’s a good idea to run three instances – Dev, Prod and Test. Maintain a pre-upgrade version so you can revert if there are any issues with the upgrade.
In case upgrades seem like a daunting task, fear not. There are many ServiceNow® partners and consultants who can help you through an upgrade successfully with minimal errors, if any.
If you need assistance with anything ServiceNow® related, please contact us. We’re passionate about the cloud platform and helping you get the best from it.