ServiceNow is continuing to aggressively expand its enterprise platform, expanding well beyond simply ITIL/IT Service Management into what it describes as “Everything-as-a-Service.”

Highlights of the latest Helsinki release

  • On-Call Scheduling has been enhanced with a calendar view showing daily, weekly, monthly views of rotation and roster schedules
  • Service Catalog can now manage multiple catalogues
  • Service Level Management allows for cancellation and resumption conditions, as well as retrospective pausing of an SLA
  • Discovery quick start provides a guided process for configuring simple discovery tasks
  • Bi-direction integration with third-party monitoring tools, allowing alerts to be updated in the source tool. The default implementation is for SCOM.
  • Alert correlation to relate multiple events and prioritise alerts based on probable root cause
  • Service Analytics now has rule-based Root Cause Analysis to identify affected Cis and the severity of incidents
  • Runbook automation/orchestration now includes Microsoft Azure templates for managing group membership, assigning/removing Office 365 users, etc.
  • CMDB Health measures the completeness and correctness of Cis in the CMDB, including compliance requirements and relationships (avoiding orphans and duplicates)
  • Edge encryption supports the rotation of encryption keys and pattern based encryption
  • Email archive is retained for two years
  • Apple iOS9 tablet application is native and has the same look and feel as the iPhone app
  • Visual Task Boards have been given greater flexibility, with board owners have the ability to modify the query of an existing board, drag/drop lane fields and archive all cards
  • Security Incident Response has been expanded with business criticality calculator, affected users, and dashboards for the CISO and security manager
  • Integration with Splunk allows the security module to create events and security incidents.

Application Studio
In the previous Geneva release, ServiceNow introduced the Application Studio, which effectively combined all the elements of application creation into one modular environment. The Application Studio allows developers to quickly develop applications, allowing for rapid prototyping. By abstracting away platform issues like database access or form components, ServiceNow allows developers to focus on streamlining business processes.

In the new Helsinki release, ServiceNow extends this modular approach to application development further, introducing:

  • Automatic recovery of draft records. If a user’s session ends unexpectedly due to network problems of session time outs, changes they’ve made within the custom application can be recovered.
  • Delegated development. Allowing business users make their own applications without admin privileges. As each application has its own application context, there is no danger of someone inadvertently affecting other modules and applications.
  • Source control integration. Application developers can integrate with a GIT source control repository to manage multiple versions of an application.