Earlier last month, ServiceNow released their highly-anticipated Istanbul update. At Acorio, we’re thrilled with the new release and all the new features ServiceNow has added to their technology stack — but we understand that for all our customers, choosing the latest release means evaluating value. You need to weigh the potential benefits against the time and cost of the upgrade effort. Not only are you addressing the relative advantages of new features, but you may also need to consider the status of your current ServiceNow version since ServiceNow only supports the last two upgrades.
If you’re currently running on Fuji, you might be racing against the clock to maintain your ServiceNow support (luckily, we can help you with such a transition). To help you in the decision process, we compiled a preview of three new functions of considerable importance. Here’s what you can expect from the Istanbul update:
1. Customer Service Management is now available for B2C support
With Istanbul, ServiceNow is making further advances in Customer Service Management (CSM). Specifically, the new release offers:
- An external-facing Customer Service Portal that allows clients to leverage traditional ServiceNow strengths (e.g., visibility into sales and service records) without crossing platforms.
- ServiceNow has eliminated the portal registration requirement that has discouraged customers. With Istanbul, customers can remain anonymous, yet still, engage with your service team.
Why you should pay attention: With enhanced CSM functionality, many ServiceNow clients may be able to consolidate their internal/external service platform, trimming resource, IT, and infrastructure overhead.
2. HR Service Management is now a scoped application
Greater autonomy for HR, fewer burdens on IT – with Istanbul, HR Service Management becomes a scoped application that offers assigned administrators increased self-sufficiency for development, including the ability to manage scripts and more complex access controls. IT, however, still retains the necessary power to define scope and control overall system access.
Why you should pay attention: With the addition of HR Service Management as a scoped application, IT no longer has to be involved in the purchase and ongoing maintenance decision: HR can develop and obtain the function it needs on its own.
As one in a growing line of scoped application, it expands ServiceNow’s value as a “one-stop shop” for all service needs and delivers greater returns on its customers’ platform investment.
3. Automated Testing Framework
ServiceNow clients can build a library of preconfigured tests that can be applied with the touch of a button.
Why you should pay attention: Even minor changes may have major system consequences. But manual testing is time-consuming and may delay necessary updates/upgrades. Automated Testing simplifies the testing process, accelerates deployment, and encourages greater confidence in changes/modifications.
Automated Testing makes the entire improvement process faster, which in turn improves the customer/end user experience. By having standard regression testing in place and ready to go at the touch of a button, the upgrade process is accelerated as well.
These new testing features go beyond a typical “developer-type” automated testing tool. Instead, the Istanbul automated testing is designed so that any admin or application creator can quickly build tests with little to no scripting. Create automatic tests for any new development/customization, which will reduce testing times for future rollouts and improve visibility into how new customizations will hold to future upgrades.
While it’s impossible to predict specific future release features, we do see a couple of significant general trends based on recent launches.
- First, ServiceNow continues to add greater Service Portal and widget functionality, and is applying that functionality to more areas on its platform.
- Second, we see a movement toward transforming all functional areas into scoped applications that have delegated administration and development.
As a final note, we encourage clients who are thinking of developing Service Portal, HR Management, and other functions to upgrade before they customize; building new functionality on the latest release will be much easier than migrating later.
As always, the difficulty of an upgrade is directly proportional to the amount of customization that has been done. Many clients work to identify and limit customizations such that they know the areas may be difficult for an upgrade. If you need an Upgrade Assessment or Health check, contact an Acorio ServiceNow expert.
Trying to drop hints to your boss that your team is ready for a ServiceNow upgrade? Print out our ServiceNow Istanbul infographic – a quick and concise overview of Istanbul’s three new functions of considerable importance – so they can skim through it with their morning coffee!