ServiceNow is a powerful cloud-based platform that helps organizations simplify their workflows and improve productivity. However, many businesses struggle to fully leverage its capabilities due to the complexity of the platform and the lack of awareness about its latest features.
The good news is that ServiceNow continuously releases new and updated features to deliver an improved user experience. In this article, we will explore the top 15 features of ServiceNow, including the latest ones.
What is ServiceNow?
ServiceNow is primarily an IT Service Management platform that helps organizations manage digital workflows for IT operations. It offers tools for incident, problem, and change management, as well as service request management. While it is primarily known for its IT Service Management capabilities, it also offers a wide range of other functionalities.
These include IT Operations Management (ITOM), IT Business Management (ITBM), and enterprise automation. Additionally, ServiceNow provides solutions for HR service delivery, customer service management, security operations, and application development, making it a versatile platform for various enterprise needs.
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Top 15 Features of ServiceNow (Including New)
Let’s explore the top 15 features of ServiceNow including workflow automation, customizable dashboards, IntegrationHub, and many more. These features are designed to improve efficiency and enhance user experience, making it easier for teams to work together and deliver services. Let’s explore each of these ServiceNow features in detail.
1. Workflow Automation
ServiceNow’s Workflow Automation helps businesses streamline their processes by turning manual tasks into automated steps. It allows users to create custom workflows that guide work from start to finish, reducing errors and saving time.
With drag-and-drop tools, even non-technical staff can design and implement workflows. This feature ensures tasks are completed consistently, on time, and according to set rules, improving overall efficiency and productivity in various departments.
2. Customizable Dashboards
ServiceNow’s customizable dashboards allow users to create personalized views of their most important data and metrics. Users can easily drag and drop various widgets, charts, and reports onto their dashboard, tailoring them to their specific needs.
This feature enables quick access to critical information, helping teams monitor key performance indicators, track tasks, and make informed decisions efficiently. Dashboards can be shared across departments, promoting collaboration and data-driven insights throughout the organization.
3. ServiceNow Mobile Apps
ServiceNow offers mobile apps for both iOS and Android devices, extending the platform’s functionality beyond the desktop. These apps enable users to access and manage their work on the go, providing a convenient way to handle tasks, approvals, and incidents from anywhere.
The mobile interface is designed to be user-friendly, with features like push notifications, offline access, and touch-friendly controls. This mobility encourages employees to stay productive and responsive, even when they’re away from their desks.
4. Workforce Management
ServiceNow’s Workforce Management feature helps organizations optimize their human resources. It provides tools for scheduling, time tracking, and workload distribution, ensuring that the right people are assigned to the right tasks at the right time.
This feature offers insights into employee availability, skills, and capacity, allowing managers to make informed staffing decisions. It also includes self-service options for employees to manage their schedules and time-off requests, reducing administrative burdens and improving overall workforce efficiency.
5. ServiceNow Experience UI Builder
The Experience UI Builder in ServiceNow allows users to create custom, visually appealing interfaces without extensive coding knowledge. This drag-and-drop tool enables the design of user-friendly portals, forms, and pages that align with an organization’s branding and specific needs.
Users can easily add components, adjust layouts, and preview changes in real-time. The Experience UI Builder helps organizations create intuitive, consistent user experiences across different applications and services, enhancing user adoption and satisfaction.
6. Now Platform
The Now Platform is the foundation of ServiceNow’s offerings, providing a unified system for managing various business processes and services. It integrates different applications and workflows, allowing organizations to streamline operations across departments. The platform’s low-code capabilities enable quick development and deployment of custom applications.
With built-in AI and analytics, the Now Platform helps organizations automate routine tasks, gain insights from data, and improve decision-making. It serves as a centralized hub for digital workflows, increasing overall operational efficiency.
7. Robust Security
ServiceNow prioritizes security with a comprehensive approach to protecting sensitive data and ensuring compliance. The platform incorporates multiple layers of security, including encryption, access controls, and regular security updates. It offers features like single sign-on, multi-factor authentication, and role-based access to safeguard information.
ServiceNow also provides tools for monitoring and auditing system activities, helping organizations detect and respond to potential security threats. These robust security measures help maintain data integrity and meet various industry standards and regulations.
8. Fieldwork Management
ServiceNow’s Fieldwork Management feature helps organize and run on-site services and technician work. It offers tools for planning, sending out, and monitoring field service tasks. The system looks at technician skills, location, and available equipment when assigning jobs.
Field workers can use mobile devices to see job details, update their progress, and get customer signatures while on-site. Live updates and GPS tracking keep dispatchers and field teams in touch, which leads to faster responses and happier customers.
9. IntegrationHub
ServiceNow’s IntegrationHub allows users to connect different systems and applications without complex coding. It provides pre-built connectors and a visual interface for creating data flows between ServiceNow and other platforms. Users can set up automated actions triggered by specific events, reducing manual work and potential errors.
IntegrationHub supports various integration types, including REST, SOAP, and database connections. This feature helps organizations create a more unified IT environment, improving data consistency and operational speed across different tools and systems.
10. Service Catalog
ServiceNow’s Service Catalog acts as a centralized menu of IT and business services available to users. It organizes service offerings in an easy-to-navigate format, allowing employees to find and request what they need quickly. Each catalog item can include details like description, cost, and delivery time.
The catalog automates the request process, routing items to the right teams for approval and fulfillment. This self-service approach reduces the workload on IT and other service departments while giving users a clear view of available resources and how to access them.
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ServiceNow Features (New)
Now, let’s explore some exciting new ServiceNow features introduced in the Washington DC Release. This update brings additional capabilities to the platform, focusing on current business needs and helping organizations prepare for future challenges. Below, we have explained the five key additions from the ServiceNow Washington DC Release.
1. Customer Contracts and Entitlements
Customer Contracts and Entitlements in ServiceNow helps businesses handle customer agreements and service levels. This feature lets teams track contract details, service commitments, and customer rights in one central place.
It shows what services each customer should receive, guiding support teams to respond correctly and helping businesses meet their contractual promises.
2. Mentoring
The Mentoring feature in ServiceNow connects employees with experienced colleagues for guidance and skill development. It offers a platform to match mentors and mentees based on skills, goals, and expertise.
Users can schedule meetings, set objectives, and track progress. This tool supports personal growth, knowledge sharing, and career advancement within the organization, fostering a culture of continuous learning and collaboration.
3. Financial Services Operations Integration with Visa
ServiceNow’s Financial Services Operations Integration with Visa combines financial data and workflow management. This feature allows banks and financial institutions to process Visa transactions directly within ServiceNow.
It helps monitor payment activities, identify potential fraud, and resolve disputes quickly. By bringing Visa operations into the ServiceNow platform, financial teams can work more efficiently and provide better service to their customers.
4. Visa Spoke
The Visa Spoke in ServiceNow is a specialized tool for financial institutions using Visa services. It connects Visa’s payment processing systems with ServiceNow’s workflow capabilities.
This integration allows banks to automate tasks like transaction monitoring, fraud detection, and dispute management. By centralizing Visa-related operations in ServiceNow, financial teams can respond faster to issues and make data-driven decisions about their payment services.
5. Workflow Studio
Workflow Studio in ServiceNow is a visual design tool for creating and modifying business processes. It uses a drag-and-drop interface, making it easy for users to build workflows without extensive coding knowledge.
The studio offers pre-built components and templates, allowing quick assembly of complex processes. Users can test and refine their workflows in real-time, ensuring they work as intended before deployment across the organization.
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Conclusion
In conclusion, ServiceNow continues to evolve, offering a wide range of features that satisfy diverse business needs. From established features like Workflow Automation and Customizable Dashboards to new additions such as Customer Contracts and Entitlements and the Workflow Studio, ServiceNow provides a comprehensive platform for managing operations and services.
These features work together to help organizations improve their processes, support their employees, and serve their customers better. As ServiceNow keeps updating its offerings, businesses can expect even more innovative solutions to address their changing needs.
For organizations seeking to optimize their IT service management and streamline operations, NGenious Solutions provides expert ServiceNow implementation services. Our experienced consultants specialize in tailoring ServiceNow solutions to meet your specific business needs. Contact us now!
Frequently Asked Questions
1. What are the key features of ServiceNow?
Key features of ServiceNow include workflow automation, customizable dashboards, mobile apps, workforce management, and security tools. It also offers specialized features for IT, customer service, and HR management.
2. What are the benefits of ServiceNow?
ServiceNow benefits include improved efficiency, better organization of tasks, enhanced communication, streamlined processes, and increased productivity. It helps businesses manage services and operations more effectively.
3. What are the 3 main parts of ServiceNow?
The three main parts of ServiceNow are:
- IT Service Management (ITSM)
- IT Operations Management (ITOM)
- IT Business Management (ITBM)
4. What is the main purpose of ServiceNow?
ServiceNow’s main purpose is to help organizations manage digital workflows for enterprise operations. It aims to improve efficiency, productivity, and service delivery across various departments.
5. Is ServiceNow a CRM or ERP?
ServiceNow is primarily an IT Service Management (ITSM) platform, not a traditional CRM or ERP. However, it offers some CRM-like features and can integrate with ERP systems.
6. Which is better, SAP or ServiceNow?
SAP and ServiceNow serve different purposes. SAP is better for ERP functions, while ServiceNow excels in IT service management and workflow automation. The choice depends on specific business needs.
7. Which is better, ServiceNow or Salesforce?
ServiceNow and Salesforce have different strengths. Salesforce is better for CRM, while ServiceNow is superior for IT service management and workflow automation. The best choice depends on your company’s primary needs.
