Features

Discover the Tools that Drive Success

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System Upgrade and Patching

Like any enterprise platform, ServiceNow must stay up to date with the latest releases, patches, and hotfixes. Upgrades: Move your instance to a newer major release (e.g., from Utah → Vancouver). Patches: Apply fixes to an existing release to resolve known issues. Hotfixes: Emergency fixes provided by ServiceNow Support for critical bugs.

Performance Monitoring and Health Dashboard

As ServiceNow instances grow with data, customizations, and integrations, performance and health monitoring becomes critical. Performance Monitoring tracks system speed, memory, transaction logs, and response times. Health Dashboard provides a visual, consolidated view of instance health across performance, configuration, and error metrics.

Predictive Intelligence

Predictive Intelligence (PI) in ServiceNow uses Machine Learning (ML) to automatically classify, cluster, and recommend actions for records in the platform. Helps IT teams resolve issues faster, reduce manual effort, and improve service quality. Works across multiple applications like ITSM, CSM, HRSD, Security Operations.

AI Search

AI Search in ServiceNow is a next-generation search framework that improves how users find information across the platform. It replaces the Zing search engine (classic keyword search) with an AI-powered, contextual search experience. Built on machine learning, natural language processing (NLP), and semantic search. Designed to improve self-service adoption in Service Portals, Employee Center, and Agent Workspace. Provides faster, smarter, and personalized results.

ServiceNow Studio IDE

ServiceNow Studio IDE is a browser-based Integrated Development Environment (IDE) that allows developers to create, edit, and manage custom applications within the ServiceNow platform. Designed for Scoped Application Development. Provides tools to build, organize, and version application files. Offers a modern UI for developers, compared to the classic Application Navigator.

Service Level Agreements (SLAs)

A Service Level Agreement (SLA) is a commitment between a service provider and a customer that defines response and resolution targets for tasks like incidents, problems, requests, or changes. In ServiceNow, SLAs are automatically tracked against records, ensuring transparency and accountability.

Data Archiving

As organizations use ServiceNow for years, the database grows rapidly with incidents, requests, change records, audit data, and logs. This can: Slow down performance. Increase storage costs. Make reporting harder. Data Archiving helps solve this by moving old and inactive records from primary tables into archive tables, improving performance while keeping the data accessible.

Now Experience UI Framework

The Now Experience UI Framework is ServiceNow’s modern front-end development framework used to build reusable, fast, and responsive components for the ServiceNow platform. Based on web standards (Web Components) and JavaScript ES6+. Allows developers to create custom experiences beyond traditional forms and lists. Powers Agent Workspace, Employee Center, and custom portals.

Project Portfolio Management (PPM)

Project Portfolio Management (PPM) in ServiceNow provides a unified solution to manage projects, programs, and portfolios so organizations can: Align work with business strategy. Manage resources effectively. Track budgets and outcomes. Deliver value faster.

Field Service Management (FSM)

Field Service Management (FSM) in ServiceNow helps organizations manage field operations by connecting work orders, field agents, customers, and assets into a single platform. Streamlines scheduling, dispatching, and fieldwork execution. Integrates with mobile apps, GPS, and ServiceNow workflows. Ensures faster service delivery and better customer satisfaction.

Hardware Asset Management (HAM)

Hardware Asset Management (HAM) in ServiceNow enables organizations to track, manage, and optimize physical IT assets throughout their lifecycle. Assets include laptops, desktops, servers, mobile devices, network equipment, printers, and other related items. HAM ensures proper ownership tracking, cost optimization, and compliance. It integrates with CMDB (Configuration Management Database) for service visibility.

Software Asset Management (SAM)

Software Asset Management (SAM) in ServiceNow helps organizations manage software licenses, compliance, usage, and optimization across the enterprise. Ensures that purchased software is used efficiently. Reduces wasted costs on unused licenses. Keeps organizations compliant with vendor contracts and audit requirements.

Governance, Risk, and Compliance (GRC)

Governance, Risk, and Compliance (GRC) in ServiceNow is a framework that helps organizations: Govern: Define policies, controls, and processes. Manage Risks: Identify, assess, and mitigate risks. Ensure Compliance: Meet regulatory and internal requirements.

IT Business Management

IT Business Management (ITBM) in ServiceNow is a suite of applications that helps organizations align IT investments with business goals, manage projects and portfolios, and deliver value faster. Focus: Strategic planning + Portfolio visibility + Business alignment Framework: Based on PPM (Project Portfolio Management), Agile, and Value Management best practices. Key Benefit: ITBM enables businesses to prioritize the right work, optimize resources, and measure value delivery.

Data Encryption and Certificates

In ServiceNow, data security is a top priority. Sensitive data must be protected both: At Rest → Data stored in the database. In Transit → Data transferred between ServiceNow and clients/servers. To achieve this, ServiceNow provides robust encryption mechanisms and certificate management features.

Record Producers, Order Guides

Within the Service Catalog, ServiceNow offers specialized catalog item types beyond standard requests: Record Producers → Create records directly in tables (like Incident, Change, Problem, HR Case). Order Guides → Allow users to request multiple catalog items in one request, streamlining complex processes (like onboarding).

Catalog Items

Catalog Items are the building blocks of the Service Catalog in ServiceNow. They represent products, services, or requests that users can order. Examples: Requesting a laptop, password reset, access to an application, or booking a training course.

Risk Assessment and Conflicts

In ITIL and ServiceNow, Risk Assessment and Conflict Detection are critical for ensuring that changes, releases, and IT operations don’t cause unintended service disruptions. Risk Assessment → Evaluates potential negative impacts of proposed changes. Conflict Detection → Identifies scheduling or dependency clashes between multiple changes.

Root Cause Analysis

Root Cause Analysis (RCA) is a structured method for identifying the underlying cause of incidents and problems in IT services. While Incident Management focuses on restoring service quickly, RCA is a Problem Management activity aimed at finding and eliminating the cause to prevent recurrence. ServiceNow provides tools and processes that make RCA systematic and traceable.

Problem Management Advanced

Problem Management in ServiceNow is the ITIL-aligned process that focuses on identifying the root cause of recurring incidents and preventing them from happening again. Incident Management = fixes symptoms quickly. Problem Management = fixes the root cause permanently.

Problem Management

Incident Management Advanced

Incident Management (IM) in ServiceNow is the process of restoring normal service operations as quickly as possible after an unplanned interruption or service degradation. Goal: Minimize business impact caused by incidents. Framework: Based on ITIL best practices. Benefits: Faster resolution, reduced downtime, better customer experience.

Incident Management

Email Notifications

Email notifications in ServiceNow are used to communicate system events to users, groups, or external recipients. Triggered when specific conditions are met (record changes, approvals, SLA breaches, etc.). Can include dynamic content like record fields, links, and templates.

Workflows and Flow Designer 2

ServiceNow offers two major automation engines: Workflows (Legacy Workflow Editor) A drag-and-drop tool for building process automation. Used for approvals, notifications, and task creation. Visualizes processes as flowcharts. Flow Designer (Modern Automation Tool) Replaces legacy Workflow Editor. No-code/low-code environment for building flows. Uses natural language actions, conditions, and integration spokes. Recommended for new development.

Workflows and Flow Designer 1

Workflows and Flow Designer

Server Side Scenarios 3

Server-side scripting in ServiceNow refers to writing JavaScript code that executes on the server (backend) rather than in the user’s browser. It allows developers to: Manipulate records in the database Enforce business logic and workflows Integrate with external systems Perform scheduled or background operations