servicenow disable assignment group

• About GlideFast
• Advisory Services
• Application Development
• Change Enablement
• Cloud Hosting
• Design Services
• Implementations
• Integrations
• Managed Support Services
• Remote Services
• Service Portal
• AgileGenius
• Case Studies
• Content from our Experts
• GlideFast University
• GlideHits Designed Portals
• ServiceNow Guides

Introduction to Users, Groups and Roles in ServiceNow

By: GlideFast

With Lorena Villanueva

In this article, we will cover the basics of creating users and groups, as well as assigning roles for access within ServiceNow. The steps spoken about in this article are in the Paris instance, but the general steps are applicable to prior instances as well. At a high-level and referencing ServiceNow documentation, users are individuals who have access to the system.

Groups are sets of users with a common purpose and roles that allow access to features within your organization's instance. For example, today we are going to create a new group that will be handling incidents. Along with that, we will create a new user and assign their rules to allow access to jump into our developer instance as an admin.

How to Create a New User

Today, we are going to focus heavily on the user administration application menu. To begin, we're going to take a look at how to create a user, which is essential to using the features within ServiceNow. To create a user, we navigate to the user's module under user administration, selecting the module will show us all records of users in the instance. We are going to add a new instance by selecting the “new” option.

Once we do this, we are brought to a form where we can create a new user record. When you record the name, that person, by default, is set to active; setting them to inactive would not allow for that person to access the system. After creating the user record, we can see that neither roles nor groups are assigned to them. This then means we’ll need to put this user in a group whose purpose is to have incident access.

How to Create a New Group Record

If you take a look at the group’s module, and there isn’t a group that will suit your needs, a new group must be created. After selecting new, you will be brought to a form to create a new group record. You will then have to name this group; for example, it can be named incident response. Next, you must set up a manager for the group as well, and from there we know that our group has been created and that they will need access to incident records. Our next step is to add a role to the group record we had just created.

How to Create a New Role

Earlier we mentioned that the roles allow access to features within your

organization's instance. Looking at the related lists of the group record, we notice that there are new roles assigned to the group. To add roles to the group, we must select edit. From there, we're brought to a screen where we're given a list of all roles in the system. In this case, we are going to look for itil . We will assign the role to the incident response group. Doing this will allow for users in that group to have access to all incident records in the system. As an admin, you would be looking at our new group record. Now we're ready to add someone as a group member. By selecting edit, we're brought to a screen showing all user records in the system.

When one has been removed from the incident response group, we note that their user profile has been updated. There will no longer be a group associated with their record, and after removing them from the incident response group, the inherited roles have also been removed. As best practice, it's recommended to assign roles to groups, rather than to users. This saves you the headache later on down the line when you need to either add or remove roles to multiple users at once. Although it is possible to add roles to a user, we want to make note that assigning users to groups, allows users to inherit rules based on the groups that they are assigned to.

How do Roles Operate

Taking another look at how roles operate, it was mentioned that roles allow access to features in the instance. Assigning the itil role to the incident

response group gave the members access to the incident records, but what

about the manager of the group? The manager is assigned to the incident management group.

In the group record, we see that roles have been assigned to the incident management record, one itil and the other ital admin . We recall the itil role allowed the incident response team to view incident records. The itil admin role also has access to multiple applications in the system. When selecting the all module under instance, they can view all incident records. Even when opening an incident they too can modify, update, and resolve instances. However, since they are the manager of the organization, they have been given the additional functionality of a delete button. When we look at the incident management group, there were two roles assigned both itil and itil admin . The added role of itil admin , in this case, now has the additional capability of deleting records if necessary.

Digging Deeper into Roles

ServiceNow does come with out-of-box roles, which allows access to the available modules in your instance. However, there may be instances where

you'll need to create custom roles for your applications, in which case you are certainly able to create new roles, just as you would new users and groups. This may be on a subscription-basis, so be sure to contact your ServiceNow Sales Representative to see what options are available for your organization. To summarize, users are individuals who have access to the system, groups are sets of users with a common purpose, and roles allow access to features within your organization's instance.  

Did you find this Introduction of Users, Groups and Roles in ServiceNow article helpful? Are you ready to start your journey with ServiceNow? If you want to find out more information about GlideFast Consulting and our ServiceNow implementation services, you can reach out to us here .

About GlideFast Consulting

GlideFast is a ServiceNow Elite Partner and professional services firm that provides tailored solutions and professional services for ServiceNow implementations, integrations, managed support services, application development, and training. Reach out to our team here .

Related Posts

Visual Studio (VS) Code Integration in ServiceNow

With Elijah Aromola

Share the Wealth: Security Operations (SecOps) in ServiceNow

In this week’s Share the Wealth video, Andrew Carlson of Pharicode gives an overview and...

Exporting and Importing Records via XML in ServiceNow

With Laurence Tindall

• Release notes
• Unification
• System & Network Scanning
• Web Application Scanning
• API Scanning
• Phishing & Awareness Training
• Cloud Scanning
• Scanner Appliance
• Device Agent
• Asset Manager
• Remediation
• Continuous Monitoring
• Vulnerability manager
• On-prem deployment
• Vulnerability tests
• Email notifications
• Security Center
• Contact and opening hours
• Security Tools
• Data retention
• Security Badge
• Holm Security VMP
• Troubleshooting
• Policy scanning
• Best practice
• Scanning techniques
• Scan profiles
• Authenticated Network Scanning
• Scan Issues
• Optimization
• Authenticated scanning
• Get started
• Microsoft Azure
• Amazon Web services (AWS)
• Google Cloud Platform (GCP)
• Oracle Cloud
• Whitelisting
• Data privacy
• Getting started
• Ignore and disable
• Notes and conversations
• Unified Vulnerabilities
• Comparison report
• White-labeling
• Monitoring profiles
• Beyond Trust
• Integrations
• Authentication & security
• Personal data
• Sweden, Norway, Finland, India & SAARC (Swedish entity)
• Netherlands & Belgium (Dutch entity)
• Denmark (Danish entity)
• United Kingdom (UK entity)
• Malaysia & SEA (Hong Kong entity)
• Knowledge Base

How do I find Assignment Group id and User id in ServiceNow?

A unique 32-character GUID identifies each record in ServiceNow (Globally Unique ID) called a sys_id.

sys_id of a record is important when writing a script, workflow, or other development tasks.

Here are ten different methods to find the sys_id of a record in ServiceNow:

Right-click or hamburger You can right-click the header bar of most forms and find the sys_id.

To get a sys_id from the header bar:

Navigate to the record where you are looking for a sys_id. 

To get a sys_id from XML

• Navigate to the record where you are looking for a sys_id

Right click the header bar and select Show XML. Alternately you can also click the Hamburger > Show XML

Since the sys_id of a record is always part of the URL for a link to that record, it is possible to retrieve the sys_id by viewing the URL.

To get the sys_id from XML

Right-click the header bar and select Copy URL. Alternately you can also click the Hamburger > Copy URL

For example, an Incident with the following URL:

https://<instance name>.service-now.com/nav_to.do?uri=incident.do sys_id=23dc968f0a0a3c1900534f399927740e

The sys_id is : 23dc968f0a0a3c1900534f399927740e

• Add an onload client script to show a sys_id function onLoad() { var incSysid = g_form.getUniqueValue(); alert(incSysid); }

The sys_id value of a record can be found in a business rule (or any other server-side JavaScript)

The sys_id value of a record can be found in a background script. Note: Test in a development instance first!

Login as an admin

Go to System Definition > Scripts - Background

Paste a script similar to this and click Run Script

By adjusting the url of a record, you can add this URL Parameter to export the sys_id and all fields to CSV

Navigate to the list of records where you want to find the sys_id

Build your filter

Right-click the Filter, and select Copy URL

Paste the URL into a new browser window

Add &CSV&sysparm_default_export_fields=all to the end of the URL

A CSV file with all fields AND the sys_id is exported.

Here is a creative way to use the Easy Import Template to export the sys_id data you are looking for.

Right click the header bar and select Import. Alternately you can also click the Hamburger > Import

Do you want to insert or update data? Update

Do you want to create an Excel template to enter data ? True

Include all fields in the template? True or False, your choice

Click Create Excel Template

Click Download

Open the Excel Spreadsheet

Select Page 1

If you are using the  ServiceNow ODBC Driver  and a reporting tool, you can pull the sys_id field information easily.

If you are using the  ServiceNow Rest API , you can also pull sys_ids

Check this link (external): https://www.servicenowelite.com/blog/2020/9/29/ten-methods-to-find-sysid?rq=sys_ID

Best Practices

How to Use the MoSCoW Prioritization Method in Agile Project Management

Max 8 min read

Click the button to start reading

If a genie granted you one wish, what would you ask for? To retire at 40? A second home in Hawaii?

What if he granted you three wishes?

Since this is just fantasy, let’s go ahead and dream really big…..imagine you had ten!

Chances are, with ten wishes, you’d be tied up in knots, flummoxed, trying to find clarity amongst your “must haves.”

Identifying priorities in a really complicated project feels about the same.

When looking through the product backlog feels like rifling through the kitchen catch-all drawer, how do you distinguish the “must-dos” from the “must-do-right-nows”?

Even when you know the deadline, and a lot of other constraints, it’s hard to know where to actually begin.

When you’re tangled up in a must-trap, it feels like the only way out is for a genie to appear, sort through everything, and tell you: “Here. This is what you need to work on Right. Now.”

The truth is, you can get untangled yourself. The MoSCoW Method of prioritization lets you know what you need to work on now, and what tasks can be put off until tomorrow. And it’s really simple to boot!

That’s not too hard to believe, is it?!

The Moscow Method Defined

When you hear about the MoSCoW Method for the first time, it probably conjures up images of St. Basil’s Cathedral, the Kremlin, and Red Square.

The truth is, however, that the MoSCoW Method has nothing to do with Russia at all!

It was developed in 1994 by Dai Clegg, a software developer working at Oracle. MoSCoW really represents the acronym, MSCW. The vowel sounds are added to make it easier to pronounce (and it makes it sound pretty cool, too!).

Each letter in MoSCoW represents a separate layer for task prioritization: Must , Should , Could , and Won’t . By organizing tasks into these categories, a team finds clarity around what it needs to work on right now, and in the near future.

Here’s a breakdown of the kind of tasks that go in each category.

• Must A must is any task that’s essential to a project. It’s part and parcel to the overall objective, and not doing it would create a bottleneck. Musts include any feature requirement from a client. These are the things to put into a sprint backlog for the upcoming iteration.
• Should Shoulds are things that need to be completed, but aren’t on the front burner. These can stay in the product backlog for a later i
• Could Coulds are ancillary tasks; things that would be nice to do, given that resources are available. They don’t need to happen in this iteration or the next. Coulds go into the product backlog.
• Won’t Won’ts are any tasks that just can’t happen within the constraints of the project, and aren’t required to meet basic requirements. Won’ts are removed from the product backlog. Won’ts are also sometimes referred to as “would haves” or “wish to haves,” because they can be things that would improve a deliverable, but are just outside of the scope or budget.

An Example Using MoSCoW

It’s all pretty simple, huh? The MoSCoW Method is helpful in the initial stages of project planning, as it’s about clarifying and crystallizing what the project really is all about. It helps to manage expectations for all stakeholders.

Let’s look at an example of using the MoSCoW Method at the beginning of a project. Let’s say you’re planning the remodel of a kitchen.

The musts include the primary reasons for the remodel, such as moving the dishwasher next to the sink, improving the lighting, and increasing the size of the sink.

The shoulds are things that need to be taken into account, secondarily. This may include things like putting outlets in the right places.

Coulds are special things to add, such as custom cabinets or a tile backsplash, so long as they work into the time frame and budget.

Won’ts are things that just won’t happen, given the overall constraints. These might include things like adding a Viking stove, because it’s too expensive, or a marble countertop, as it wouldn’t handle moisture.

Strengths of the MoSCoW Method

MoSCoW makes it easy to chart a course at the beginning of a project. Let’s look at a few reasons the MoSCoW Method assists in successful project implementation.

A Simple Conceit

The MoSCoW Method, as you’ve just witnessed, is pretty easy to explain and understand.

Unlike scrum or many of the principles in agile, anyone can figure out MoSCoW in just a few minutes.

This simplicity allows the business, customer, developers, and any other stakeholders in a project all to participate and make meaningful contributions toward determining the musts, shoulds, coulds, and won’ts of a project.

Broad Buy-in

When all stakeholders are able to participate in discussing projects, and all of the tasks are ordered and prioritized, it makes the entire project transparent.

It’s much easier to get stakeholders on board when they see all the cards laid out, and can offer their own perspective.

And as any project manager will tell you, having every stakeholder understand the goal and constraints of a project from the beginning is critical to its success.

Crystal Clear Objectives

When a project has too many North Stars, or there’s some sort of a “let’s do this” mentality without much of a plan, the team flails and it creates a lot of dissension later on.

The MoSCoW Method creates clarity around what a project sets out to do (and what it won’t do) from the very beginning. This is perhaps its greatest strength.

When all the stakeholders understand a project’s final objective, it really helps to manage expectations down the road, and decreases the likelihood of having to change course late into the project.

As you can see, Clegg was really onto something when he developed the MoSCoW Method. It didn’t catch on just because of the great name.

Nor is it sheer perfection, however.

Weaknesses of the MoSCoW Method

Although an effective project management tool, The MoSCoW Prioritization Method isn’t fool-proof. Let’s look at a few of its flaws.

It’s Too Simple

But wait! Isn’t simplicity one of MoSCoW’s strengths?

Well, as with so many things in life, one of the strengths of the MoSCoW Method is also one of its biggest weaknesses.

Although MoSCoW is a great way to plot out a project at the beginning, this isn’t a stopping point.

Simply putting tasks into four categories doesn’t provide enough clarity to move forward. When you have six to eight things in the “must” category, it’s necessary to dig and refine a bit further to determine where to actually begin.

Additionally, if these “must” tasks are really huge, they need to be broken down and simplified into stories that can be completed in a sprint.

For larger complex projects, it’s also helpful to organize stories into epics, themes, and features in order to find clarity around priorities and determine what to put into a sprint.

Bogus “Musts”

A project with a lot of stakeholders generally means a variety of interests and motivations.

An agile team plans each iteration with the end user in mind. However, managers higher up in the chain of command may well work toward different incentives, and create “musts” that don’t really benefit the project, but that are motivated by politics or pay.

With a variety of conflicting “musts” , the agile approach of working toward the end user gets sidelined, and a team may end up having to complete a “must” that doesn’t really improve the deliverable at all.

Fixation on Musts

The MoSCoW Method is a bit like waterfall in that it creates a set of priorities at the onset.

The team can easily become cemented into these objectives, even when the client’s needs change, or the market changes in the duration of the project.

As it wouldn’t allow for fluidity and change, depending entirely on MoSCoW Method may lead to a dissatisfied client.

As you can see, although MoSCoW has a lot of strengths, it’s not something that a team should lean on entirely. It’s important to be aware of this method’s shortcomings as well, and to use it judiciously.

MoSCoW With Agile Teams

Using the MoSCoW Method really helps agile teams prioritize the product backlog for the upcoming iterations. Plus, it keeps the team from wasting time on pointless tasks.

However, when using the MoSCoW Method, it’s necessary to keep the principles of the Agile Manifesto front-of-mind as well.

Here are a few pointers.

Gather Input from All Stakeholders

Although a scrum team in isolation can easily come up with its own musts, shoulds, coulds, and won’ts, this list would look pretty different than someone else who has a stake in the project.

The Agile Manifesto says to value “individuals and interaction over processes and tools” and that “our highest priority is to satisfy the customer.”

In creating the product backlog, a team needs to gather input from all stakeholders.

An integrated list of priorities that considers all perspectives makes a project better poised to chart a path that satisfies the end user.

Use Mental Agility

Although it’s helpful to us MoSCoW to identify a project’s “musts” and “shoulds,” an Agile team also needs to be cognizant of the principle from the Agile Manifesto that states: “welcome changing requirements, even late in development. Agile processes harness change for the customer’s competitive advantage.”

Mental agility refers to a team’s ability to adapt and course correct.

When a team identifies that the client’s needs have changed over the course of a project, it uses this mental agility to scrap some of its plans, and readjust.

Clarifying “musts” and “shoulds” provides much-needed guidance. But it’s just as necessary to allow for course correction.

Stay in the Weeds

The MoSCoW Method can look a bit like a gantt chart: it plots out an entire project at the very beginning.

This big-picture approach goes against the agile process of creating increment during each sprint, reflecting then pivoting.

In order to be agile, teams need to keep the big-picture approach, but to focus on each sprint as well. The increment, feedback and reflection may alter the course.

In sum, the MoSCoW Method is a helpful tool for an agile team. But it shouldn’t be used like a compass. Some of the rigidity implicit in the MoSCoW Method really brushes against the agile methodology and could chart the team off course.

Have you ever seen that hilarious motto people have on t-shirts and mugs that says, “I can only please one person per day. Today isn’t your day. Tomorrow isn’t looking good either.”?

Ha ha, at least it’s honest. Determining our musts, shoulds, coulds, and won’ts is a skill we use in all the areas of our lives.

The MoSCoW Method provides a simple approach to prioritization for projects.

This simplicity allows a team and all the stakeholders to work collaboratively and chart a clear course at the beginning of a project.

But it’s not entirely perfect. When using MoSCoW, an agile team first and foremost needs to bear agile principles in mind.

#ezw_tco-2 .ez-toc-title{ font-size: 120%; ; ; } #ezw_tco-2 .ez-toc-widget-container ul.ez-toc-list li.active{ background-color: #ededed; } Table of Contents

Manage your remote team with teamly. get your 100% free account today..

PC and Mac compatible

Teamly is everywhere you need it to be. Desktop download or web browser or IOS/Android app. Take your pick.

Get Teamly for FREE by clicking below.

No credit card required. completely free.

Teamly puts everything in one place, so you can start and finish projects quickly and efficiently.

Keep reading.

Purposeful Delay: The Art of Procrastination and How You Can Benefit From It

Purposeful Delay: The Art of Procrastination and How You Can Benefit From ItEveryone knows a procrastinator… or maybe you are the procrastinator that everyone knows. Merriam-Webster defines procrastination as intentionally putting off doing something that should and can be done. The key to procrastination is that you have the means to do the task but …

Continue reading “Purposeful Delay: The Art of Procrastination and How You Can Benefit From It”

Max 9 min read

How to Deal with 10 Types of Difficult Clients

How to Deal with 10 Types of Difficult ClientsDealing with difficult clients is no fun. Not only can they make your work hours miserable, but their behavior can also take up mental space in your off-hours too … leaving you cranky, stressed out, and feeling put-upon, long after your workday has come to an end. …

Continue reading “How to Deal with 10 Types of Difficult Clients”

Managing Risks in Business: A Guide for Entrepreneurs

Managing Risks in Business: A Guide for EntrepreneursProjects, by their very nature, involve a degree of uncertainty and inherent risks. Every business needs appropriate risk management in place to make sure projects not only meet their objectives but are also completed on time and within budget. Risk management empowers project managers to spot potential issues …

Continue reading “Managing Risks in Business: A Guide for Entrepreneurs”

Max 10 min read

Project Management Software Comparisons

Asana vs Wrike

Basecamp vs Slack

Smartsheet vs Airtable

Trello vs ClickUp

Monday.com vs Jira Work Management

Trello vs asana.

Get Teamly for FREE Enter your email and create your account today!

You must enter a valid email address

You must enter a valid email address!

ServiceNow Version History: Release Notes, Release Dates & Information

Jan 29, 2018 | Industry News , ServiceNow Best Practices

ServiceNow has announced its release of ServiceNow Utah (Q1 2023), the newest version in the long line of software updates since the company’s creation. This platform has a long history of upgrades that reflect the changing industry. ServiceNow Vancouver is expected to release to all users in Q3 or early Q4 2023.

No longer limited to serving IT professionals, the ServiceNow platform has grown to encompass all areas within an organization and encouraging best practices in managing all services as a business. From mobile applications and updated user interfaces to powerful machine-learning capabilities, ServiceNow’s cloud-based platform is a revolutionary tool that has helped businesses digitally transform their services for years. 

This resource includes information about each ServiceNow version beginning with Aspen, released in December 2011. Each version brings exciting new features, applications, and implementations, and each upgrade improves upon the previous one. Versions are in order of newest → oldest.

Version: ServiceNow Rome

Release Date: Q3 2021

ServiceNow Rome release features full article here .

ServiceNow Rome was released Q3 of 2021 with early options below:

The next releases after Rome include ServiceNow San Diego (Q1 2022) and ServiceNow Tokyo (Q4 2022).

Version: ServiceNow Quebec

Release Date: Q1 2021

ServiceNow Quebec release features full article here .

ServiceNow Quebec was released Q1 of 2021 with early options below:

• Q4 2020: Early Release Program Registration Opens
• Q1 2021: Early Availability Begins

The next releases after Quebec include ServiceNow Rome (Q3 2021) and ServiceNow San Diego (Q1 2022). 

Version: ServiceNow Paris 

Release Date: Q3 2020

Some top and enhanced and new features of the Paris release are included below. For more on Paris, read here .

• Employee Experience 2.0
• Usage Reporting
• Compliance Drift Prediction
• Charts 2.0 (Bar Charts, Pie Charts)
• Recommended Engine
• Recommended Knowledge
• Business Management Workspaces
• Intent Topic Modeling
• M/L Mission Control
• Usability Improvements
• Announcements
• Next Best Actions
• Process Modeling/Mining
• Business Continuity Management
• Advanced Work Assignment
• Intent Based Portal
• Smart Lists
• Measure Employee Experience

Version: New York 

Release Date: September 2019

ServiceNow New York has brought some amazing things to the platform. Not surprising as each release prior has brought new functionality, fixes to existing functionality and new/updated features. With New York, users can now resolve MI faster and have IT Service in any language! This release has brought new innovations in enterprise mobile, intelligence, and workspaces to give users frictionless employee service and boost efficiency. For our top five favorite features of the New York release, read more here .

New York’s features include:

• Now Mobile App employees have access to company resources and can get work done on-the-go like submitting incidents and requests and managing tasks. For more on what’s new to New York mobile, check this out .
• Mobile Onboarding makes it easy for new employees to complete onboarding tasks from anywhere.
• Guided Application Creator provides a simpler way to set up applications on the Now Platform.
• Investment Funding enables you to oversee investments and allocate funds to funding entities. 
• Providing vendor managers with a better experience, Vendor Manager Workspace allows them to manage and monitor vendor performance and vendor-related information.
• With ITOM Visibility and ITOM Health, you can access Operational Intelligence in the ServiceNow IT Operations Management product.
• Dynamic Translation enables you to translate dynamically generated text.

Read the full version release notes provided by ServiceNow here: New York

Version: Madrid

Release Date: March 2019

Madrid brought many new features and updates to allow users to work anytime, anywhere. Some highlights of the release included, rapid app development, out-of-the-box apps for ITSM and FSM, simple configurations, enhanced security and mobile capabilities. With Madrid, users can build and deploy native Android and iOS mobile apps with no-code components and high security. For more on Madrid’s mobile capabilities, check this out . And, for more details on the most exciting features, read this article .

Madrid’s features include:

With the new feature, Automated Test Framework comes:

• Quick Start Test Frameworks , pre-packaged tests to help you automate regression testing
• Custom UI Testing Framework , automated tests that help with custom user interfaces.
• Parameterized Testing to speed up your testing by incorporating multiple data values in a single test.
• Protect your instances against virus infections with Antivirus Scanning.
• Case and Knowledge Management ,  Employee Service Center ,  Enterprise Document Management  and more to HRSD! For more on Madrid’s HR features, read this .

A few of the quality of life and usability enhancements with Madrid include:

• Instance Security Center , formally known as Instance Security Dashboard, this feature has been redesigned to include more intuitive insights and has four new customizable trackable events.
• Guided Tour Designer , where you can create tours that demonstrate to users how to use features.
• Via the Service Portal , Service Portal administrators can now incorporate multiple knowledge bases and catalogs with role / user-based permissions that limit what users can see.
• Through MetricBase , you can migrate data from one series to another and new data analysis tools are available.

Read the full version release notes provided by ServiceNow here: Madrid

Version: London

Release Date: September 2018

London’s features made employees’ lives easier by integrating machine learning and on-demand knowledge into its streamlined employee service portal. Through the use of its new tools, like Virtual Agent Chatbots, London allowed employees to focus on more impactful work within their organization and provides quick solutions for employees’ needs. For more on London’s new features, read this .

London’s features include:

• There are many new features to ServiceNow HR Service Delivery (HRSD). Check this out for more info!
• Agile Development – Unified Backlog , a new application that helps to maintain a centralized backlog for various task types. Users can set up their own triage boards by defining filter criteria and viewing important records like, problems, incident tasks, defects, or change requests.
• Implement service, process and function improvements with Continual Improvement Management .
• Interaction Management , an application where agents can use “interactions” to record requests from different channels, like walk-ups, chat conversations, or phone calls.
• ITSM Virtual Agent Chatbots have predefined conversations to help your users solve common IT-related tasks.
• Used by both product managers and team members, ServiceNow® Scaled Agile Framework (SAFe) applies lean, agiles principles to your organization.
• The Task Communications Management helps to streamline communication processes for various tasks.
• New to the London release, ServiceNow® Test Management 2.0 combines Test Management and Test Management 2.0 to help you manage testing processes more efficiently with fewer defects.
• Walk-up Experience is for anyone who prefers a face-to-face interaction for assistance.
• And last but not least, Virtual Agent allows you to build automated agents (bots) and design conversations for users to retrieve information.

Version: Kingston 

Release Date: January 2018

Kingston’s machine-learning capabilities brought improved data analytics, budget forecasting, and IT incident resolution. These exciting functions helped reduce human errors, increase response time, and lower service downtimes, all while offering insights into response effectiveness. Using performance benchmarks and other metrics, users could compare their services to industry leaders and improve their offerings accordingly. For more on Kingston, read this .

Kingston’s features include:

• ServiceNow’s “Agent Intelligence,” a machine-learning application with accessible and intuitive controls. This application is directly built into the Now Platform.
• No-code development to create business process flows and applications.
• Guided flow designer to help non-developers create process flows.
• Improved IntegrationHub to connect ServiceNow to external services.
• Enhanced user experience with an end-to-end rapid resolution workflow for IT services and text analytics for insight into unstructured data.
• An end-to-end phishing response to quickly identify and respond to user-submitted security concerns.

Read the full version release notes provided by ServiceNow here: Kingston

Version: Jakarta

Release Date: July 2017

ServiceNow’s Jakarta version debuted the Intelligent Automation Engine that brought users the first machine learning capabilities of the platform. This marks the platform’s beginning steps into dramatically transforming IT services through artificial intelligence. The engine features anomaly detection, benchmark comparisons against industry peers, and performance predictions.

This release focused on enhancing both performance and user experiences; expand capabilities for HR, Customer Service, and Security; and improve enterprise-wide IT management. HR Service Management is renamed to HR Service Delivery, and a new onboarding/transition application gives improved management of employee events.

Jakarta’s features include:

• Consolidated instance security dashboard to quickly manage and resolve incidents.
• 10 new KPIs added to ITSM Benchmarks, and users can now track and chart performance trends over a six-month timeframe.
• Advanced cloud service mapping to create up-to-date service maps spanning both physical and cloud infrastructure.
• Added inter-project dependencies, project status portal, and scoring and ranking to the SN Project Portfolio .
• Trusted security circles allow security analysts to safely and anonymously connect with other users and share threat intelligence information.
• Offers predictive trending based on advanced forecasting algorithms to match historic patterns and determine best fit.
• Guided report designer to improve data analysis.

Version: Istanbul

Release Date: January 2017

The Istanbul version focused on features that helped organizations drive continuous improvement, rapidly remedy security incidents, extend business-to-consumer customer service, increase control and autonomy for HR teams, and accelerate application delivery. Its new integrations and automation helped users resolve security incidents much faster.

The Istanbul version released the Governance, Risk, and Compliance feature , which allowed organizations to embed compliance and risk controls into their business and IT processes.

Istanbul’s features include:

• Advanced customer service management tools make it easier for staff to access customer records, resolve issues quickly, and allow customers to access information directly via self-service portals .  
• Change Advisory Board (CAB) Workbench , which consolidated change management platforms to help users schedule, plan, and manage CAB meetings.
• Updated ServiceNow Benchmarks to help drive continual service improvement. These are now accessible for all users, an improvement from the previous Helsinki version.
• The new Script Debugger allowed multiple users to debug across different instances for faster debugging sessions.
• Pattern-based discovery offers out-of-the-box coverage to identify IT infrastructure and customized codeless pattern discovery.  
• Easily viewable performance indicators of cloud resources across multiple providers with cloud management dashboard unification .

Version: Helsinki

Release Date: May 2016

ServiceNow’s Helsinki version offered new features that focused on “consumerizing the service experience and accelerating time-to-value realization.” As this industry pivoted toward providing a consumer-oriented experience to its customers, the platform added new applications to make it even easier for organizations to meet these customer demands. With strong competition in the technology marketplace, ServiceNow rose to the challenge of proving its platform to be a reliable investment.

Helsinki’s features include:

• Automated notifications and mentions for real-time collaboration between teams.
• Out-of-the-box portals for different business areas and a Service Portal Designer offer standards-based framework to create better user experiences.
• Users can now access ServiceNow features on any device with mobile web functionality and a new native iPad application , delivering improved mobile user experiences.
• Drag-and-drop widgets give users the ability to create custom dashboards and access on-demand data.
• Based on ITIL best practices, the new ITSM guided setup helps businesses go live faster than ever before.
• The CMDB Health Dashboard lets users easily manage their CMDB compliance and accuracy.

Version: Geneva

Release Date: December 2015

The Geneva version aimed to give users a more engaging experience, simplify the development environment, extend service management further across organizations, and encourage enterprises to operate IT like a business. Geneva represented a pivot from strictly supporting IT services and an extension into other business areas. This helped connect teams and improve automated workflows from one group to another. With this version, the platform added management applications for customer service, security operations, HR services, and facilities services.

Geneva’s features include:

• Improved UI design made it easier for users to navigate the platform and access its services.
• Native Apple iOS mobile and Apple Watch applications to give users access to information and perform common tasks remotely.
• Reporting capabilities allow users to create and publish reports with new visualizations and formatting options.
• Boosted knowledge management that encourage user self-service.
• Developers can rapidly create, publish, and manage cloud-native applications with new cloud Integrated Development Environment .
• New Customer Service Management application provides consistent support delivery with external client self-service portals .
• Security Incident Response and Vulnerability Response applications allow teams to quickly resolve security issues.
• HR Service Management application offers a skills workbench, work integration, pre-built workflows, and a standardized HR self-service portal.

Read the full version release notes provided by ServiceNow here: Geneva

Version: Fuji

Release Date: March 2015

The Fuji release was considered the first major ServiceNow version update. This version took longer to release than the previous ones, given that the platform regularly updates its software every six months or so. But the wait was worth it: Fuji offered a wide array of new applications and features that allowed organizations to manage services across the entire enterprise. This version helped companies become service oriented to better service their internal and external customers.

This version’s updates aligned with the “five pillars of the service model” as understood by ServiceNow (features and applications divided between these five sections below):

Service Taxonomy

• Demand workbench to visualize demand prioritization based on specific, interchangeable variables.
• Service Created Services can now be workflow driven, giving anyone the ability to create and publish services
• Enhancements to configuration management to give end-user better control and experience a modern user interface.

Service Experience

• Knowledge bases allow different areas to have centralized knowledge with adjustable viewing or contribution controls
• Easily control user access to service catalog items.
• Improved collaboration tools let users communicate in real time

Service Delivery

• Offering three new applications: Legal, Marketing, and Financial Service Management
• Integration between HR Service Automation and Workday for more streamlined HR services.
• Workflow and activity design improvements let users build reusable ServiceNow workflow activities and deliver a more intuitive experience.

Service Assurance

• Project workbench made it easy for users to create custom or template projects, and keep communication in one place.
• An IT Governance, Risk, and Compliance enhancement helps users manage process compliance through evidence collection automation and more.
• New test management capabilities let project teams deliver quality services faster.

Service Analysis

• IT financial management application offers an accurate view of costs and allows IT to build cost models, leverage system data, and avoid manual updates using third-party tools.
• Updates to reporting tools to create and manage reports with new visualization types.
• Improvements to performance analytics offer advanced user controls over data to detect trends, understand performance indicators, and more.

Version: Eureka

Release Date: May 2014

ServiceNow’s Eureka release sought to enhance the enterprise service model and further improve the user experience. In the official press release, a ServiceNow representative said, “The products and features in this new ServiceNow release give IT the ability to create a new service experience for business users and improve the framework on which IT can deliver those services across the enterprise.”

Creating an intuitive, user-friendly platform makes it easier for different business areas and users to access and navigate services. As this becomes more important, ServiceNow continues to drive forward with new interfaces and service portals.

Eureka’s features include:

• The Service Creator allows non-developers to build applications on the platform using a drag-and-drop interface.
• Facilities Service Automation automatically assigns service requests, improves reporting, and improves the delivery of information and services.
• Demand management tool brings strategic requests from business to IT into a centralized location, streamlining IT decision processes.
• Visual Task Boards , which organize services and other tasks in a collaborative environment.
• New CIO Roadmap feature helps users visualize timelines to prioritize decisions across multiple business functions.

Version: Dublin

Release Date: November 2013

This release expanded on many of Calgary’s features and applications, including the “Application Creator” tool. This release’s goal was to expand services to include additional aspects of business management, like managing vendor information or offering HR services through automation.

Dublin’s features include:

• Vendor Performance Management application to offer a single system of record for vendor information to improve its management.
• Improved resource management tools offer an enterprise-wide view of performance, activities, and cost.
• Automated configuration creates a unified system to create, enforce, and report infrastructure changes.
• Optimized HTML5 smartphone interface expands on its mobile services.
• Enhanced its application creator tool from Calgary update
• New HR Service Automation application to meet employee demands and provide efficient services.
• Added a new alert service called “ServiceNow Notify.”

Version: Calgary

Release Date: February 2013

The Calgary version offered new features and enhancements that did not solely focus on IT responsiveness or innovation. Its focus was on driving visibility and standardization across the entire enterprise. This push helped bring the ServiceNow platform beyond merely serving IT but to include other facets of an organization.

Calgary’s features include:

• New collaboration workspace UI allowed users to built multiple workspaces with live task feeds, added widgets, and more.
• Offered users enhanced report customization and editing.
• A new application creator made it easier for users to build on the platform.
• New intuitive and user-friendly iPad interface .
• Cloud provisioning for Amazon EC2 and VMWare.
• CMDB data certification.
• Multiple auxiliary databases to split data and improve performances.

Version: Berlin

Release Date: July 2012

ServiceNow’s Berlin upgrade directly addressed user feedback sourced from the ServiceNow community. Since their platform aims to directly serve the modern business world, this upgrade sought to reflect project styles like the agile methodology. This update included 48 new features that span the platform and business areas.

Berlin’s features include:

• Improved asset management to coordinate assets with the CMDB.
• Enhancements to inventory management.
• Software Asset Management to manage and audit software licenses.
• SDLC to help businesses manage agile software projects in different environments.
• Frequent data archiving to improve system performance.

Version: Aspen

Release Date: December 2011

Aspen was the first city-named ServiceNow version. This upgrade focused on system scalability and resilience. This version offered a number of improvements on its application and platform.

Aspen’s features include:

• Risks and controls linked to entities and track authoritative source requirements in audits.
• New Project & Portfolio Management templates, features, importing, and Gantt chart capability.
• Timeline for workflow execution , with the ability to roll back to a point within the workflow.
• New debugging assistant for workflows.
• Runbook automation for VMWare and Amazon EC2.
• Improved Windows and Linux password management.
• Enhanced Active Directory user provisioning.

Pre-Geneva ServiceNow Versions

Related posts:.

• Asset Management
• Creator Workflows | AppEngine
• Employee Workflows
• Industry News
• Infocenter Company News and Events
• IT Workflows
• Risk and Security
• ServiceNow Best Practices
• ServiceNow Customer & Industry Workflows (CIWF)
• ServiceNow Financial Services Operations (FSO)
• ServiceNow Releases

Recommended

• Insight Acquires Infocenter, 2024 ServiceNow Partner of the Year
• Unlocking Your Organization’s Hyperautomation Potential
• Revolutionizing Dispute Management with ServiceNow and Visa
• Empower Your Team with ServiceNow’s Strategic Portfolio Management and Infocenter
• Plan, Exercise, and Recover from Disasters with ServiceNow BCM