ServiceNow London Release: New Features to Look Out For

Oct 15, 2018 Aathira Nair

Each ServiceNow release offers some major breakthroughs in the service industry operations and delivery efficiencies. There has been many speculations on the upcoming ServiceNow London version (scheduled to release in 3rd quarter-2018).

Here we better understand the capabilities set to release with ServiceNow London and how it will service the industry better.

  1. Fully Agile Process with Unified Backlog

Unified Backlog applications provides an unified view of all stories, avoiding wastage of time in traversing through different locations to check the information like issues, incident tasks and so on. Users can prioritize and assign different tasks to respective stakeholders staying at one location. This is a huge upgrade from previous versions where tasks and records are dispersed in different locations.

Users are free to setup Triage board based on specific criteria (like, change requests, problems reported and so on) and records are dynamically updated in the triage boards.


  1. Continual Improvement Management (CIM)

The CIM application is used to identify and address the gaps in the task progress. This application ensures transparency to track the overall process flow. The single improve register feature lets the user track, locate, prioritize, fix issues and trace improvement initiatives. This process helps to clearly locate issues that are halting tasks progress.  ITSM and ITBM records can be easily associated to CIM with a click.

The CIM dashboard helps business leaders gain a broader understanding of trend analytics and improvement metrics, thereby quickening overall business decision process.


  1. Interaction Management

Interaction Management framework enables the users to raise, assign and track requests through multiple means like, mobile app, Chatbots, voice assistants, chat messengers and portal.


  1. ITSM Virtual Agent

ITSM Virtual agent application provides the user with ready-to-use pre-ordered set of Chatbot conversations related to various IT tasks, such as:

  • Order an Item
  • Check IT Ticket Status
  • System Status
  • Change Request
  • Process Approval
  • Password Reset
  • Assigned Equipment
  • Knowledge Base
  • Create or open IT Ticket
  • Update Assigned Tasks


  1. Scaled Agile Framework (SAFe)

To integrate lean and agile approach in organizational processes, ServiceNow London release comes with application “Essential SAFe”- the scaled agile framework. This framework enables organizations to streamline various business functions and provide a broader perspective to the overall business activities along with better governance.

Users of both levels can access scaled agile framework through SAFe Board. Based on the scale of usage, the Essential SAFe framework is executed on two levels:

  • Agile Release Train (ART – Used by Product managers
  • Team Level – Used by Team members.


  1. Task Communications Management (TCM)

The Task Communication Management application framework reorganizes the entire communication by defining appropriate processes to handle an event. For a given task TCM provides easy means to build the entire communication tactics, channels, prototypes, messages, and receivers. Bu using pre-defined responses and communication strategies, TCM avoids time wasted on notifying the groups or individual users as the incident is resolved.

Key segments of the TCM process include:

  • Communication Plan
  • Communication Task
  • Communication Contact
  • Communication Channel


  1. Test Management 2.0

As the name suggests, Test Management application is aimed to reduce the pain of the testing process and increasing testing process efficiency. This application comes in two versions: Test Management (for those already using test management of previous releases) and Test Management 2.0 (for new users).

Test management 2.0 is a far more advanced version, which offers much more than user acceptance testing. This comes with Agile Development 2.0 by default, making restructuring of test plans a breeze and with the inbuilt capability of building dedicated test plans.

Test Management 2.0 features –

  • Test version
  • Test plan creation
  • Test runs
  • Agile Development capabilities


  1. Virtual Agent

Chatbots for ServiceNow illustration

A conversational Chatbot framework which provides the scope to design bits for specific requirements. It allows for users to switch to a 24/7 live agent for obtaining any information at any time. Natural Language Processing capabilities, allows users to interact with the bot as you would with a human agent, thus creating an intuitive experience for users.

Features include –

  • Virtual Agent conversational interface
  • Virtual Agent Designer
  • Live Agent support


  1. Walk-up Experience

The employee productivity losses in US are estimated to be $576 billion annually” – IBI group

Digital workforces have a nomadic lifestyle which requires for IT service teams to create a simple procedure which can be implemented on the go. To enable IT service teams to serve better, walk-up experience application is launched in ServiceNow London.  This facilitates the IT teams to offer intuitive experience to the workforce in submitting requests or get access to any service related information without involving any complex procedures.

Features include –

  • Domain separation
  • Requester experience
  • Customization and configuration
  • Fulfiller experience
  • Stockroom and inventory management
  • Dashboard and reporting


If you are looking for more information on ServiceNow London version, then just drop us a mail at

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Aathira Nair

An engineer by education, foraying into a medley of activities - content, social media and marketing.

Aathira Nair

An engineer by education, foraying into a medley of activities - content, social media and marketing.