San Diego Release Webinar Recap: Next Experience UI, CSM, HR & Platform Updates

We still aren’t over ServiceNow’s San Diego release. The release includes new features from Employee Center updates to the new Anonymous Report Center for HR — and that’s just the beginning.

If you haven’t had the opportunity to dive into the release and explore all of the new updates, we’ve got you covered! In our San Diego release webinar, our team of ServiceNow experts sat down to talk all things San Diego as well as provide some upgrade strategies for success. Keep reading for a recap of some of the new features and upgrades, or watch the webinar back here.

Customer Service Enhancements

Field Service Management

In the San Diego release, Field Service Management, which we first saw in the Rome release received a few tweaks. Field Service Multi-Day Task Scheduling, Dispatcher Workspace, and Contractor Management enhancements allows users to define and provide visibility into task distribution, all while driving productivity.

IT Workflow

The Service Catalog got even better this release, with the addition of Order Guide Sequential Fulfillment. Fulfillers can now say goodbye to manually checking whether a dependent item has been fulfilled before fulfilling the assigned item as this new feature configures the sequence in which catalog items must be fulfilled in an order guide. Now, users can configure when an item must be fulfilled.

Strategic Portfolio Management got a makeover with the new Unified Workspace, users can plan and manage their projects with a brand new UI, homepage and planning console. It doesn’t get better than that (until it does).

Asset Management saw an expansion of license types and automation in the San Diego release, as well as more support for IT off-boarding and reclaiming assets, making things much more efficient for the user.

There was a big splash in Procurement in this release, and it’s called the Shopping Hub. The Shopping Hub is a new way for product and asset catalogs to be run totally in ServiceNow. Let that sink in —Totally run in ServiceNow. And that’s not all! There’s new Out of the Box workflows for onboarding vendors, ordering assets, and more. And don’t forget about performance analytics and the way that procurement connects to other areas on the platform. Music to our ears.

Employee Experience

Anonymous Report Center (ARC)

The brand new Anonymous Report Center is a sight to see. It logs you out of the Employee Center and ServiceNow so you can file a case completely anonymously. Your employees can use the ARC to submit and receive updates on a complaint without disclosing their identity and communicate confidentially with investigators.

User Experience

The Employee Center is home to an all new curated experience: Support Custom Topic Pages. Custom pages allows customers more flexibility when managing the design of their different topic pages. New features such as the ability to associate Topics to different pages or templates and revert any Topic to the OOTB template, as well as preview for Topic pages before publishing makes things easier for Taxonomy admins and managers.

And that’s not all! Bulk tagging for Content Taxonomy is here, which allows customers the ability to associate all content belonging to one or more Catalog/Knowledge categories to a topic — whew. This solves the challenge for existing customers who want to move to Employee Center or Employee Center Pro, as they are required to associate all of their existing content to taxonomy topics.

Employee Profile UI, available in the Employee Center or Employee Center Pro, and the Employee Profile UI available within Now Mobile are also new in this release. They provide AI Powered content recommendations for non-HR customers licensed to AI or Machine Learning Stock Keeping Unit. Customers often use multiple systems of records for an employee, so these new features solve the challenge of poor end-user experience as well as an incomplete view of an employee.

AI Search also saw a makeover in this release. Customers are now able to index records from the Task table and its child tables, configure retention policies, define stop words containing multi-word phrases, and more in the new AI Search. We can’t even begin to imagine what will come next.

We know you’ve been waiting for this — Next UI. Customers are now able to bring all of their applications and work into one single-pane view with Next UI. Working smarter, not faster is the theme here. Use the Next UI to drive workforce productivity, deliver engaging experiences, build and configure pages faster, as well as unifying navigation. Oh my!

That’s all (for now) for upgrades and new features within the San Diego release, now let’s get into some upgrade strategy.

Recommendations for upgrade success

Our experts recommend a cycle to make your upgrading easier and sustainable. When it comes to major releases, which come out twice a year, you want to make sure to read through documentation before upgrading. This will help you to develop an upgrade process, which includes training and communicating your plan to stakeholders and ServiceNow admins. This stage then leads into the testing strategy.

If you find yourself constantly testing the same data points in every upgrade, it might be a better idea to configure the system to test these data points for you, which will improve your upgrade each time. All of these steps leave you with a sustainable, repeatable plan.

But wait, we can’t forget quarterly store releases! In the testing strategy stage, you also want to include quarterly store upgrades, which allow you to upgrade more frequently when to comes to functionality and enhancement, taking the weight off some of the bigger releases.

Thinking about implementing ServiceNow or configuring the platform for your needs? Connect with an Acorio ServiceNow expert today.