Brazil IT Service Management

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  • IT Service Management -- Manage and resolve IT service requests, incidents, problems, and changes with ServiceNow IT Service Management (ITSM).
    • Exploring IT Service Management -- IT Service Management delivers resilient, AI-powered IT services that transform how organizations support employees, empower agents, and optimize operations. Built on the ServiceNow AI Platform, ITSM intelligently automates workflows, accelerates issue resolution, and provides exceptional service experiences across your entire IT organization.
    • IT Service Management applications -- IT Service Management (ITSM) provides a suite of applications that help organizations manage the end-to-end delivery of IT services, from incident resolution to change management and continuous improvement.
    • ServiceNow Otto for IT Service Management (ITSM) -- Use the ServiceNow ServiceNow Otto for IT Service Management (ITSM) application to summarize the incident information, generate incident resolution notes, and summarize the chat for an interaction. You can enable your agents to understand the chat and incident context so that they can propose quicker resolutions to your requesters.
      • Explore -- With the ServiceNow Otto for IT Service Management (ITSM) application, your agents can summarize the chat conversations and incident details, generate the incident resolution notes to share with other agents.
        • Supporting information -- Get a quick overview of the important information that is related to the ServiceNow Otto for IT Service Management (ITSM) application.
      • Configure -- If you have the admin role, you can configure the ServiceNow Otto for IT Service Management (ITSM) application so that agents can use the generative AI capabilities in Service Operations Workspace for ITSM and in Core UI.
        • Skill inputs and triggers -- Get a quick overview of the skill inputs and triggers for ServiceNow Otto for IT Service Management (ITSM). By configuring the inputs or triggers for a skill, you can determine how and when a skill is used.
        • Configure in Virtual Agent -- Enable your requesters to have a streamlined, conversational experience that is based on generative AI as they submit a catalog item request in Virtual Agent. By offering this generative AI experience, your organization can provide an additional self-service tool.
          • Virtual Agent topics -- ITSM Virtual Agent includes pre-built Large Language Model (LLM) topic conversations designed to help your users complete the common IT-related tasks such as checking and resetting a password.
          • Customize a topic -- Copy and customize a core ITSM Virtual Agent topic and use that topic to track the status of common IT-related tasks using ServiceNow Otto.
        • Customize a skill -- If you have the admin role, you can customize a ServiceNow Otto for IT Service Management (ITSM) skill so that agents can use the generative AI skills in Service Operations Workspace for ITSM and in Core UI.
        • Customize the resolution notes generation skill -- If you have the admin role, you can customize a ServiceNow Otto for IT Service Management (ITSM) skill so that agents can use the generative AI skills in Service Operations Workspace for ITSM and in Core UI.
        • Customize the Incident activity response generation skill -- If you have the admin role, you can customize a ServiceNow Otto for IT Service Management (ITSM) skill so that agents can use the generative AI skills in Service Operations Workspace for ITSM and in Core UI.
        • Customize the incident summarization skill -- If you have the admin role, you can customize a ServiceNow Otto for IT Service Management (ITSM) skill so that agents can use the generative AI skills in Service Operations Workspace for ITSM and in Core UI. Use the AI Skill Kit to customize your prompts.
        • Customize the change summarization skill -- Enhance the efficiency of the change request summarization skill by customizing it with different inputs and prompts using the skill configuration guided setup.
        • Customize the change risk explanation skill -- Enhance the efficiency to explain the risk of a change request by customizing it with different inputs and prompts using the skill configuration guided setup.
        • Customize the change risk assessment answer generator skill -- Configure the data that the answer generator skill reads to suggest answers for change risk assessment questions.
        • Customize Request Management skills -- If you have the admin role, you can customize a ServiceNow Otto for IT Service Management (ITSM) skill so that agents can use the generative AI skills in Service Operations Workspace for ITSM and in Core UI.
      • Use agentic AI in IT Service Management -- Use the IT Service Management AI agents within an agentic workflow to complete tasks autonomously.
        • Important considerations -- Use the IT Service Management AI agents within an agentic workflow to complete tasks autonomously.
        • ITSM -- Use the IT Service Management AI agents within an agentic workflow to complete tasks autonomously.
          • Triage and categorize ITSM incidents -- Use the Triage and categorize ITSM incidents AI agent team to assign incident categories and subcategories. Then, assign the service, service offering, and the configuration items (CI), and also link major incidents, and known problems autonomously.
          • Investigate and resolve ITSM incidents -- Use the Investigate and resolve ITSM incidents AI agent team to get recommendations to resolve an incident based on the incident number. Check for related catalog items, Knowledge articles, and similar resolved incidents to generate resolution steps for the incident.
          • Manage Microsoft 365 group members -- Use the Microsoft 365 group membership AI agent to manage users in the Microsoft 365 email distribution list.
          • Generate post incident reviews -- Use the Post-incident review AI agent to generate a review report after a major incident is resolved. You can review and revise this report if necessary.
          • Generate change request plans -- Use the Change request planning AI agent team to monitor similar change requests autonomously and generate the necessary plans. This approach may help reduce the time required for scheduling changes and managing change-related risks.
          • Notify users with Twilio -- Use the Twilio SMS text AI agent to help streamline communication processes and enhance workflow efficiency.
          • Incident assist -- Use the Incident assist agentic workflow to get answers to questions about an incident, including caller assets, recent incidents, similar resolved incidents, and on-call experts.
          • Who is On Call -- Use the Who is On Call agentic workflow to retrieve on-call roster information for specific shifts, groups, or time periods. The agent provides accurate information to conversationally understand who is on-call.
        • Voice -- Use the Voice AI agents to create and manage tickets for any IT service-related issues such as troubleshooting WiFi connections with voice calls.
        • Virtual Agent -- Use AI agents in Virtual Agent to autonomously resolve tasks.
        • Change Management -- Use the ITSM change management agentic workflows to manage and complete tasks autonomously in the Change Management application.
          • Assess conflicts for a change request -- Use the assess conflicts for a change request agentic workflow to run conflict detection for change requests and assess conflicts, and identify affected configuration items (CIs) and impacted services.
          • Assess quality of a change request -- Use the assess quality of a change request agentic workflow to assess the quality of a change request and generate suggestions to improve the information in the fields. The workflow uses an active change policy document if one applies, or falls back to similar closed change requests.
          • Schedule a change agentic workflow -- Use the schedule a change agentic workflow to schedule change requests by identifying the available schedule slots.
          • Suggest configuration items for a change request -- Use the suggest configuration items for a change request agentic workflow to make the process of selecting configuration items during change creation conversational, intuitive, and efficient for users.
          • Create outages for a change request -- Use the create outages for a change request agentic workflow so users can associate outages with a change request easily in a conversational and intuitive way.
          • Create standard change request -- Use the create standard change request agentic workflow to help users create a standard, normal, or emergency change request in a conversational and intuitive way.
          • Create standard change template proposal -- Use the create standard change template proposal agentic workflow to help users quickly create a change template proposal record based on similar change requests.
        • Service Level Management -- Use the ITSM Service Level Management agentic workflows to manage and complete tasks autonomously.
          • Explain SLA -- Use the explain SLA agentic workflow to analyze a Service Level Agreement (SLA) and gain insight into the SLA assignment, task ownership, and pause and resume events in the SLA duration for a task, such as an incident, problem, case, or change request.
        • Incident Management -- Use the ITSM Incident Management agentic workflows to manage, resolve and close incidents and incident tasks autonomously.
          • Wrap-up and resolve incidents -- Use the Wrap-up and resolve incident agentic workflow to generate resolution notes and select resolution code to resolve an incident. Attach the Knowledge Base (KB) article or create a draft Knowledge article. Attach a Known Error (KE) article to the incident record when the resolution code is selected as Known Error. Update duplicate incident information when the resolution code is Duplicate.
        • DEX -- Use the Digital End-User Experience (DEX) agentic workflow to diagnose and resolve issues on DEX monitored devices.
      • Use generative AI skills -- If you have the itil role, you can summarize the chat interactions with a requester, summarize an incident, and generate resolution notes by using the ServiceNow Otto for IT Service Management (ITSM) application. You can also understand the chat and incident context and propose resolutions more quickly to the requester.
        • Summarize a chat conversation -- Summarize the Virtual Agent chat conversation between a live agent and a requester in Service Operations Workspace for ITSM. You can generate the summary by using the chat summarization skill in ServiceNow Otto for IT Service Management (ITSM).
        • Summarize a Sidebar discussion -- Generate a summary of Sidebar discussions between agents, requesters, and subject matter experts by using the Sidebar discussion summarization skill in the ServiceNow Otto for IT Service Management (ITSM) application.
        • Summarize an incident -- Quickly understand the incident context and respond to a requester’s inquiries by using the incident summarization skill in the ServiceNow Otto for IT Service Management (ITSM) application.
          • Summarize an incident on reassignment -- Provide information about the incident when assigning it to another agent or assignment group by summarizing all actions until hand off. For example, an agent can summarize an incident when reassigning it to another agent if the incident is incorrectly assigned or needs troubleshooting by another agent or assignment group.
        • Summarize a change request -- Quickly capture the important details of a change request, including the current status, by using the change request summarization skill in the ServiceNow Otto for IT Service Management (ITSM) application.
        • Explain a change request risk -- Quickly generate the explanation of the calculated risk rating for a change request by using the change request risk explanation skill in the ServiceNow Otto for IT Service Management (ITSM) application.
        • Generate change risk assessment answers -- Use ServiceNow Otto for IT Service Management (ITSM) to automatically generate answers and reasoning for change risk assessment questions directly from a change request in Core UI or Service Operations Workspace for ITSM.
        • Generate the resolution notes -- Automatically generate the resolution notes for an incident on demand using the ServiceNow Otto context menu. You can improve the quality of the resolution notes by providing a summary of the root cause and the steps taken to resolve the issue. Generating resolution notes lets you provide information about the incident resolution to other agents who might encounter similar issues.
        • Generate a knowledge article -- As an agent or knowledge writer, generate knowledge articles from resolved and closed incidents within the Service Operations Workspace for ITSM application and classic environment by using the ServiceNow Otto application.
        • Generate a chat reply recommendation -- Generate a reply based on the context of the chat conversation using the ServiceNow Otto icon. Chat reply recommendations provide agents with quick replies to common questions.
        • Generate an email response -- Generate an email as a recommendation based on the context of the incident using the ServiceNow Otto icon. Email responses can help agents save time and learn efficient ways to respond to requesters.
        • Generate a Major Incident email recommendation -- Create a draft version of an email to communicate with stakeholders on a major incident using an email template. You can complete field values in the template using an AI-generated response. Use different GenAI variables in the template types for efficient communication with the requesters.
        • Ask questions on an incident -- Quickly obtain common incident related information conversationally within the incident record by asking questions in the ServiceNow Otto panel.
        • Request generative AI capabilities -- Use the ServiceNow Otto panel to request the contextual generative AI capabilities in IT Service Management (ITSM) such as a chat summary, incident summary, or incident resolution notes in a conversational manner. You can also add comments and work notes. These capabilities provide you with a quick resolution to issues.
        • Deflect an incident with self-service -- Designed to reduce the number of incidents to be resolved by deflecting issues with self-service.
        • In-form deflection -- In-form deflection enables users to resolve issues directly within the create incident form. When users describe an issue, ServiceNow Otto for IT Service Management (ITSM) searches the knowledge base and returns solutions based on the user's hardware, location, and the tone of their description.
          • Resolve issues using in-form deflection -- Use the create incident form with ServiceNow Otto for IT Service Management (ITSM) to find a solution and deflect the issue without creating an incident.
          • Resolve requests using in-form deflection -- Use the create incident form with ServiceNow Otto for IT Service Management (ITSM) to receive a personalized catalog item recommendation when your description is classified as a request.
          • Deflecting incidents reference -- Deflection retrieves user context and sentiment analysis to rephrase search queries for more relevant results.
        • Analyze sentiments -- Make informed decisions on incidents based on requester's sentiment and the reasoning behind it in the ServiceNow Otto for IT Service Management (ITSM) application.
        • Generate suggested steps -- Generate suggested steps automatically by analyzing clusters of closed incidents with similar incident resolution in the ServiceNow Otto for IT Service Management (ITSM) application.
        • Generate a response in the activity stream -- Automatically generate a response in an incident record activity stream using the Incident activity response generation skill. Add them to the work notes or comments to enhance the quality of your interactions with the user.
        • Generate release notes for a release -- Generate structured release notes for a release using AI-driven summarization, reducing manual effort and improving clarity for stakeholders. The release notes are generated from the release scope.
        • Generate a response to Request Management records -- Automatically generate a response in request-related record activity streams using the activity response generation skills for requests and requested items. Add responses to work notes or comments to enhance the quality of your interactions with the user.
        • Summarize Request Management records -- Summarize all information related to the context of requests to get a consolidated real-time status by using the Request Management summarization skills in the ServiceNow Otto for IT Service Management (ITSM) application.
        • Investigate Zoom call issues -- Investigate Zoom call performance with ServiceNow Otto for Zoom Call Issues to identify root causes and get resolutions.
        • Investigate boot time issues -- Identify the root cause of boot time issues and get resolutions such as remedial actions, self-help instructions, and relevant knowledge articles to resolve the boot time issues.
      • Insights and Opportunities for Incident dashboard -- The Insights and Opportunities for Incident dashboard in Service Operations Workspace gives service desk managers and incident managers a unified view of incident trends, SLA compliance, sentiment, and operational patterns to support data-driven decisions.
        • Access the dashboard -- Monitor incident trends, SLA compliance, sentiment, and operational patterns using the Insights and Opportunities for Incident dashboard in Service Operations Workspace.
        • Reference -- Reference information for the widgets on the Insights and Opportunities for Incident dashboard, including descriptions of each indicator and the data it presents.
      • Use ITSM Virtual Agent analytics dashboard -- Use the ITSM Virtual Agent analytics dashboard to track chat volume and engagement patterns, identify trending topics by volume, drill into detailed topic performance, and measure customer satisfaction using AI transcripts and user feedback.
        • Track metrics -- Track and analyze ITSM Virtual Agent analytics and get insights into them.
          • Chat -- Track closed chats, user engagement patterns, and abandonment rates to measure demand and identify opportunities to improve ITSM Virtual Agent effectiveness.
          • Topics -- Analyze the pattern of interactions when users ask questions using the ITSM Virtual Agent. Use the Topics analytics to identify trending topics, view detailed topic information, and understand user interaction patterns across your organization.
          • Customer satisfaction -- Track customer satisfaction through AI interaction transcript analysis and user feedback to gauge experience quality.
          • Resources -- Track knowledge base articles and catalog items referenced in the ITSM Virtual Agent interactions to identify which resources support successful incident deflections instead of being transferred to a live agent for resolution.
        • Reference -- Reference information for scheduled jobs that collect ITSM Virtual Agent analytics data and scripts that configure topic clustering.
    • Simplified IT Service Management -- Simplified IT Service Management provides an AI-native solution for simplified and automated implementation, and unified user experience across multiple ITSM applications.
    • Asset Management common applications -- Asset Management application relies on a seamless integrated ecosystem of applications to deliver complete visibility, control, and optimization of IT assets throughout their lifecycle.
    • Benchmarks -- The ServiceNow Benchmarks application gives you instant visibility into your key performance indicators (KPIs) and trends, as well as comparative insight relative to industry averages of your peers and to the industry top performers. You can contrast the performance of your organization with recognized industry standards, view a side-by-side comparison of performance with global benchmarks, and implement recommendations for improved performance.
      • Explore -- Use Benchmarks for ITSM to get a comparative insight relative to industry averages of your peers and to the industry top performers. With Benchmarks get a quick visibility into your key performance indicators (KPIs) and trends.
        • Benchmarks roles -- The Benchmarks admin and the viewer roles are introduced with Benchmarks.
      • Configure -- Enable Benchmarks for ITSM and configure the settings to track the Benchmarks KPI and the trends.
        • Enable Benchmarks -- Enable Benchmarks by opting in to participate in Benchmarks data collection. With Benchmarks you can compare your organization's performance with that of the recognized industry standards.
        • Enable a benchmark KPI -- Enable KPIs to use in your data reporting.
        • Configure resolved incident Benchmarks KPIs -- The source for the KPIs containing resolved incident data is the resolved_at field in the Incident [incident] table, which may not exist in some environments. In this case, additional configuration is required to use these KPIs.
      • Use -- Use the ServiceNow Benchmarks application to collect historical data to analyze the benefits of year-over-year growth. View the Benchmarks KPI data and drill down to analyse the performance analytics.
        • Use Benchmarks data for value management analysis -- Manually collect historical Benchmarks data to analyze the benefits of year-over-year growth when you use the ServiceNow Benchmarks application.
        • New Benchmarks Dashboard -- The Benchmarks dashboard displays KPI data, performance trends, and indicator scorecards.
          • View benchmark KPI data -- Benchmarks KPI data is shown in Benchmarks dashboard built in Next Experience UI. Data includes values for your company instance, and for global data.
          • Benchmarks KPI performance trend -- The Benchmarks KPI performance chart trend view shows your KPI performance comparison with global data, and provides details about the KPI on the contextual side panel.
        • Drill down within benchmark KPI data -- You can drill down within benchmark KPI data for further analysis within Performance Analytics.
      • Reference -- Refer to the different roles, dashboard, KPI categories and trends offered by ServiceNow Benchmarks.
        • Benchmark KPIs -- You can enable or disable a benchmark KPI, and customize KPI conditions. Integration with Performance Analytics provides daily data collection and drill down capabilities on KPI data.
        • Opt out of Benchmarks -- You can opt out of Benchmarks at any time. If you opt out, your company usage data is no longer included in the Benchmarks data set, and you no longer see aggregate metrics.
        • Domain separation and Benchmarks -- Domain separation is unsupported in the Benchmarks application. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
      • Link or customize a benchmark KPI -- You can customize KPI conditions to fit the needs of your organization better.
    • Change Management -- The ServiceNow Change Management application provides a systematic approach to control the life cycle of all changes. Use it to make beneficial changes with minimum disruption to IT services.
      • Explore -- The Change Management processes for a change request are controlled by workflows defined for a specific change request type.
        • Change model management -- Change models help streamline change requests by tailoring a fit-for-purpose process to support specific, common change use cases.
        • Change types -- Change Management supports the three types of service changes ITIL describes — standard, emergency, and normal. The change type determines which state model is invoked and the change process that must be followed.
        • Change templates -- Standardize the creation of change requests by creating change templates based on all available change models.
        • State progression for change models -- Each change request model progresses through a number of state values in a specific order.
        • Modify email notification -- Modify the change request state change notification to specify when it's sent, who receives it, and what it contains. When active, the notification is sent when the state changes to Scheduled, Implement, Review, or Canceled.
        • Upgrade Change Management -- Activate Change Management core and update your change types and customizations when you upgrade an instance that used Change Management before the Geneva release.
        • Change approval policies -- Change approval policies use approval definitions to generate approvals according to your business requirements.
        • Approval with e-Signature for change requests -- Use e-signatures to add an additional layer of verification and compliance to change approval workflows. e-signatures are supported in both Core UI and Service Operations Workspace (SOW).
        • Change Advisory Board (CAB) Workbench -- The Change Advisory Board (CAB) Workbench enables CAB managers to schedule, plan, and manage CAB meetings.
      • Configure -- You can configure various aspects of Change Management based on the specific requirements of your organization.
        • Change Management plugins -- You can activate one or more of the Change Management plugins if they are not already active. Some plugins include demo data.
        • Standard change catalog -- Standard changes are pre-approved, low risk changes with a proven history of success. The standard change catalog contains the changes that have been approved by the Change Management application as standard changes.
        • Enhanced change data model -- The enhanced Change data model supports better categorization, change model linkage, and role-based access to change templates. This new data model does not impact the existing standard change catalog and no migration of existing standard changes is required.
        • Create a Change model -- Create change models to configure the states and transitions to match your organization's change processes.
        • ITIL change process assignment for change models -- The change model specifies which ITIL change process it represents: Normal, Standard, or Emergency. The change is still governed by the model.
        • Scaled change -- Scaled Change extends change management to complex environments with many configuration items. A single Scaled Change generates and coordinates child change records for every affected configuration item. It uses scheduling intelligence, conflict detection, and approval workflows to keep large-scale changes on track from planning through closure.
          • Configure a Primary change model -- Configure a Primary change model so that a change using this model generates one Child change for each affected configuration item (CI).
          • Configure a Child change model -- Configure a Child change model to define the states required by the Child change requests.
          • Create a scaled change flow -- Create a flow to configure child change creation on the primary change model. The flow triggers when the primary change reaches the configured state.
          • Components installed with Scaled Change -- Several components are installed with the Major Change (com.sn_major_change) plugin. These include system properties and a data retention rule for Child changes.
        • Change schedules -- The Change Schedules landing page provides a view of schedules that are categorized under Pinned Schedules, Your Schedules, and All Schedules. The grouping of schedules provides easy access to your most required schedules and saves your time from searching through all the schedules in the system.
          • Change schedules view -- The Change Schedules module provides a Gantt or timeline view of change requests based on criteria defined within a Change Schedule Definition.
          • Create a change schedule from the Change Schedules page -- You can create a change schedule to view all scheduled changes, change tasks, blackout periods, and maintenance windows for any given date, week, month, or year.
          • Create a change schedule from the change schedule definition -- You can define a change schedule from a change schedule definition record. Change schedule definitions help you to define the content that displays in the change summary popover, the users, groups, or roles to share a schedule with, and related span style colors.
          • Add related tasks to a change schedule -- Create related definitions to present related tasks for change requests in the change schedule. For example, define a related definition to view the change tasks associated with a change request.
          • Style rules definition -- You can create a style span to specify the color for different events in a change schedule. Style spans in a schedule help to quickly identify characteristics of a change based on a field value from the Change Request.
        • Configure ability to copy a change request -- You can configure the ability to copy a change request record and its details using system properties.
        • Create a change request template -- Create a template for change requests with predefined supporting tasks. Templates simplify the process of submitting new records by populating fields automatically.
        • Create a change request assignment rule -- Define assignment rules to assign change requests automatically to the appropriate group or individual.
        • Add a new change request type -- You can add a new change type to your change process. There are several processes involved with adding a change type. These processes include managing script includes and workflows.
        • Extend or disable multiple CI association -- The ability to associate multiple CIs to a task can be extended to other types of tasks. You can also disable multiple CI association from the related lists on change request records.
        • State model and transitions -- Change Management offers a state model to move and track change requests through several states.
          • Add a state to the state model -- Add a state to the state model for different change types to meet the requirements of your organization.
            • Review default workflows -- Add a state to the state model for different change types to meet the requirements of your organization.
          • Configure state model transitions -- Use script includes or UI policies to configure state models and the criteria for moving change requests from one state to another.
        • Conflict detection -- Conflict detection identifies potential scheduling conflicts for a change request based on the configuration items, and planned start and end date or the change. If a scheduling conflict exists, conflict detection also checks any related blackout or maintenance schedules and other active change requests to determine the scheduling conflict.
          • Detect change conflicts -- Detect change conflicts by setting Change Management conflict analysis properties. Use the resulting information to calculate conflicts for change requests and review and modify the change to eliminate conflicts.
            • Conflict detection properties -- Detect change conflicts by setting Change Management conflict analysis properties. Use the resulting information to calculate conflicts for change requests and review and modify the change to eliminate conflicts.
          • Create blackout and maintenance schedules in Change Management -- Use the Blackout and Maintenance windows to schedule a change. Blackout windows specify times during which normal change activity should not be scheduled. Maintenance windows specify times during which change requests should be scheduled. For example, create a blackout schedule for code freezes at the end of the year.
            • Assign a maintenance schedule to configuration items -- You can review and determine the conflicts in a change schedule by assigning the maintenance schedules to configuration items (CI). After you assign a maintenance schedules to the CI, add the CI to the change request.
          • Schedule types in conflict detection -- Conflict detection uses maintenance, blackout, and information schedules to evaluate when change requests can be implemented. Each schedule type supports a category and optional ownership fields.
            • Create an information schedule -- Create an information schedule to record events such as holidays or organizational events that change teams should be aware of. Conflict detection doesn't create conflict records for information schedules.
            • Schedule categories -- Maintenance, blackout, and information schedules each have their own set of categories that describe the purpose of the schedule.
          • Configure change request to monitor conflicts -- Configure a change request to detect conflicts outside the maintenance window. Conflict detection flags planned start and end dates that fall outside the maintenance schedule, so you can modify the change schedule accordingly.
          • Conflict calendar -- The conflict calendar graphically represents the potential scheduling conflicts for a change request. Conflicts are identified as active change requests, blackout schedules, and changes scheduled outside maintenance schedules. Use the Scheduling Assistant to resolve any schedule conflicts.
          • Enable automatic change conflict detection -- Automate conflict detection to run at specific intervals or when a change request is updated to immediately review the conflicts when the schedule dates are updated.
          • Detect conflicts manually and review conflict details -- Run conflict detection manually for a change request. Review the conflicts detected either automatically or manually and resolve them by changing the schedules.
            • Cancel conflict detection manually -- Run conflict detection manually for a change request. Review the conflicts detected either automatically or manually and resolve them by changing the schedules.
            • Exclude change requests from conflict detection -- Run conflict detection manually for a change request. Review the conflicts detected either automatically or manually and resolve them by changing the schedules.
        • Change lockdown -- Change lockdown allows change managers to pause all or a subset of in-flight change requests. Use it during major unplanned IT, critical, or financial events.
          • Create a change lockdown -- Create a change lockdown to pause in-flight change requests during major unplanned IT, critical, or financial events.
          • Manage a change lockdown -- Manage a change lockdown by previewing affected change requests, submitting for approval, reverting to draft, or canceling it.
          • Set the lockdown preview maximum -- Change the maximum number of records that a change lockdown preview displays. This keeps the preview readable on instances with a large volume of change requests.
          • Change lockdown states -- These states describe where a change lockdown sits in its approval cycle, which actions are available, and whether the lockdown holds any change requests.
          • Change lockdown conflict detection -- Conflict detection checks change requests against active lockdown records in the same run that checks maintenance windows and blackout windows. A change request that falls inside a lockdown period is reported as a conflict and automatically placed on hold.
        • Compliance dynamic schema -- Compliance dynamic schema stores the risk and compliance details of a change as name and value pairs in a single field. This avoids adding a column to the Change Request table for each detail.
          • Configure the compliance dynamic schema -- Review and adjust the dynamic namespace that supports the risk and compliance fields on a change request. Ensure the attributes and categories match the compliance obligations of your organization.
        • Change success score -- Use team historical data for insights into team performance. The score value helps you determine how likely the team is to complete your change request without issues.
          • Success score indicators -- Change Success score contains Performance Analytics indicators for data collection. Indicators define a performance measurement taken at regular intervals of a business service, an activity, or organizational behavior. These performance measurements result in a series of indicator scores over time.
          • Success score calculation -- To calculate the success score, formula indicators are provided. These indicators apply the multiplication operation to the data collected by the automated indicators to arrive at the final score.
            • Modify score calculation -- Modify the multiplier values in the formula indicators to calculate the final success score.
          • Configure success score rating -- Configure the score ranges, colors, and text that the Change Success Score card displays for each success score rating.
        • Predictive Intelligence for Change Management -- The Predictive Intelligence for Change Management capability uses machine-learning algorithms to suggest standard templates, identify similar incidents, and enhance risk assessment for the change.
        • Applying CSDM guidelines to Change Management -- Change Management lets you control every aspect of the IT change process from creation to approval. When you have accurate information, you can minimize risks to your business and avoid conflicts with scheduling. This product view helps you understand how Change Management key entities work with the core CSDM framework.
          • Change Management and CSDM tables -- Change Management manages and uses CSDM tables. Several ServiceNow products benefit from and add value to Change Management.
          • Change Management use case -- For ITSM, specifically incident and change, identifying the location of critical data can help reduce mean time to resolve incidents and eliminate outages caused by change.
          • Change Management considerations -- Consider these points while implementing the CSDM framework.
      • Use -- Work on change requests and create the approval policies as required to meet your organizational needs.
        • Create a change request -- Create a change request to implement a controlled process for modifying approved and supported configuration items (CIs).
          • Create a change request from a configuration item (CI) -- Create a change request from a list of configuration items (CIs), or add selected CIs from a list to a change record.
          • Create a standard change request from the catalog -- You can create a standard change request from the published standard change catalog templates.
          • Copy a change request -- You can copy details of an active or canceled change request to a new change request.
          • Create a change task -- Create change tasks to track the work for a change request, such as planning, implementing, testing, and reviewing the change.
          • Unauthorized change request -- Understand how an unauthorized change activity on a configuration item (CI) is captured and managed, so that you can review and take timely action on this change.
            • Disable the creation of an unauthorized change request -- You can choose to disable the generation of unauthorized change requests that you receive on any unauthorized change event. When a configuration item (CI) that is part of an application service is updated, the system identifies this update and verifies whether the updated CI is part of an open change request.
            • Unauthorized change properties -- Use the Unauthorized Change Properties page to turn on or turn off the unauthorized change capability, and to configure the criteria for additional unauthorized change properties.
        • Process a change request -- You can approve, implement, review, and close a change request.
          • Associated CIs on a change request -- You can associate additional CIs or services with change requests through related lists on the Change Request form. You can also associate CIs with a change request from the dependency views map.
          • Mass Update CI -- Mass Update CI enables you to apply the same update to a set of configuration items (CIs) in a specific CI class. Use Mass Update CI on instances where the Change Management - State Model plugin is active.
          • Use Mass Update CI -- You can use the proposed changes in a change request to apply the same update to a set of CIs for a specific CI class.
          • Place a change request on hold -- You can put a change request on hold to get additional information for the created change request.
          • Refresh impacted services and CIs for Change -- The Impacted services and CIs related list refreshes its records based on the affected CIs. Records in the Service Offerings and Business Applications related lists also refresh. Use this information to identify impacted services and CIs and take action.
            • Refresh impacted services properties -- Use the refresh impacted services properties to turn on or turn off the refresh impacted services capability, and to configure the criteria for additional refresh impacted services properties.
        • Creating change approval policies -- Use the change approval policy to create change approval definitions and the change approval policy workflow to control the approval process for a change request.
          • Create approval definitions -- Use approval definitions to define a set of criteria that are evaluated automatically before the policy is marked as approved.
          • Create change approval policies -- Use a change approval policy to define the approvals that are generated for your change requests.
            • Create policy inputs -- Policy inputs are variable sources that you can use while evaluating a decision to determine the approval action. You can create multiple policy inputs to evaluate the decision created, and also access the change request table and any table change request references.
            • Create Decision records -- Decision records contain the conditions that you can use to determine the change approval action. Create decisions with the condition builder when you create change approval policies.
          • Change Approval Policy workflow activity -- The Change Approval Policy workflow activity controls the approval process for a change request. It creates user and group approvals according to a change approval policy record. A workflow can include multiple activities, each referencing the same or different Change Approval Policies.
          • Use the Change Approval Policy workflow activity -- Apply your Change Policy in your Change Request workflow to manage the approvals.
          • Use the Apply Change Approval Policy flow action -- Apply your change approval policy in the Change Management Workflow Studio action to control the approval process for a change request. You can create user and group approvals according to a change approval policy record.
          • Create a change approval policy using Decision Builder -- Create a change approval policy in Decision Builder to define the approvals that are generated for your change requests.
        • Working with the CAB Workbench -- Use the CAB Workbench to review and authorize change requests and review recently implemented changes.
        • Mobile experience for Change Management -- Manage your change tasks from anywhere using the Mobile Agent mobile application. With this mobile application, you can stay connected and access the information in real time to complete your tasks.
        • Legacy: Change Management Platform Analytics Solutions -- Platform Analytics Solutions and in-form analytics contain preconfigured dashboards. These dashboards contain actionable data visualizations that help you improve your business processes and practices.
        • Workspace configuration for change requests in Service Operations Workspace -- Use the table-based configuration to align the Service Operations Workspace Dynamic Overview Pages with the change process of your organization.
      • Use agentic AI -- Use the ITSM change management agentic workflows to manage and complete tasks autonomously.
      • Reference -- Reference sections provide additional information about components installed with Change Management.
        • Configuring maintenance schedules - Best practices -- Maintenance schedules define the periods during which a configuration item (CI) or change can be implemented.
        • Change Management properties -- Administrators can use change properties to configure Change Management behavior.
        • Analyze change request risk and impact -- After you create a change request, you can assess and analyze the risk and impact involved in the change request. You can review any conflicts that are detected by reviewing the change request.
          • Risk conditions and calculation -- Change Management features provide ways to calculate and assess the risk of change requests, and to identify and resolve conflicts.
            • Risk Calculator property -- The Change Management - Change Risk Calculator plugin enables dynamic calculations of the risk and impact of a change. The administrator specifies how and when risk and impact rules are applied.
            • Add or modify risk and impact conditions -- Define the risk calculation rules that determine the risk and impact of a change. The Change Management - Change Risk Calculator plugin is active by default in the base system.
          • Risk assessment -- Change Management provides two methods to calculate the risk of a change. The Change Management - Risk Calculator plugin is active by default in the base system, and Change Management - Risk Assessment is optional.
            • Define risk assessments -- Define the risk assessment questions, thresholds, and conditions that calculate the risk of a change request from information that the end user provides.
            • Perform risk assessment -- Perform a risk assessment on an existing change request after the risk assessment criteria are defined, and view the responses on the change request.
          • Migrate to legacy change risk assessments -- Users can migrate legacy change risk assessments to versions compatible with the new Change Risk Assessment table schema and logic.
        • Success Probability definitions -- Success Probability definition is a configuration that defines the probability and the matching conditions of a change request.
        • Calculated Risk Score -- Risk lookup table is to get the risk value corresponding to the success probability value and impact value.
        • Change management integrations -- You can integrate Change Management with other ServiceNow applications such as Discovery, Software Asset Management, and Hardware Asset Management.
          • Change Management integration with ITOM Visibility -- If your organization is subscribed to ITOM Discovery or ITOM Visibility, integration with these ITOM products is automatically enabled. With this integration, any configuration item (CI) with an IP address that is part of a change request process can be maintained automatically. Change request fulfillers can also manually request the discovery process for a CI.
          • Change Management integration with Software Asset Management -- The Change Management integration with Software Asset Management (SAM) displays the projected licensing cost implication of a change.
          • Change Management integration with Hardware Asset Management -- The Change Management integration with Hardware Asset Management helps determine the asset action that must be performed on the configuration item (CI) that is associated with a hardware asset. Using this capability, change implementers can update asset records directly from change and asset managers can see the current state of all assets that were updated by the change request.
        • Domain separation and Change Management -- Change Management supports domain separation. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
        • Tutorial: Add a new change management state -- Add a Complete state between the Implement and Review states as an example of extending the state model.
        • Change flows -- Change Management change flows provide a library of reusable actions and end-to-end implementations of the change models in the base system.
        • ITSM Enhanced Security Features for Change Management -- Help prevent unauthorized access to change-related tables using deny-unless ACLs. A deny-unless authentication ACL restricts access for a non-authenticated user.
        • Change Management glossary -- Learn about the terms and concepts used in Change Management.
    • Coaching -- Use ServiceNow Coaching to monitor your teams' performance and coach your employees to improve their skill set.
      • Explore -- Review and assess the quality of your teams' completed interactions and tasks. Based on these assessments, you can assign course items for your teams. When they complete the training, the skills associated with it get added to their skills set.
        • About -- After you enable Coaching, you can set up roles and groups, define coaching opportunities, create training material, and start assessing and coaching employees. The Coach and Trainee dashboards provide useful overviews to manage and measure results.
      • Configure -- Get the Coaching application, and set up coaching opportunities, surveys, and surveys.
        • Request Coaching -- The Coaching (com.sn_coaching) plugin requires a separate subscription and must be activated by ServiceNow personnel.
        • Define trigger conditions for a coaching opportunity -- Use the Coaching Opportunity form to define a critical moment in a process on which a user can be coached. A coaching opportunity consists of the relationship between a process that can be improved, and coaches and trainees.
        • Identify and add course items for a virtual coach -- Define filters and add course items for automated virtual coaching. When a coaching assessment is triggered, the course items are automatically attached to the assessment.
        • Setting up -- To take full advantage of Coaching, configure the Coaching application and set up surveys.
          • Create a survey and associate with a Coaching opportunity -- Create a survey for coaches or trainees to assess the training quality. Add a question bank to the survey. Associate the survey with a coaching opportunity to provide feedback when the coach completes the coaching assessment.
      • Training agents using Coaching with Learning -- Use Coaching with Learning to train your agents with internal and external learning content. Organize similar content in learning libraries. Assign learning tasks and track completion.
        • Coaching your trainee -- A manager, or coach, is a subject matter expert of a process and is responsible for providing coaching to an employee, or trainee. Use the Coach Dashboard to manage and measure the effectiveness of your coaching.
          • Assess a trainee -- Use a coaching assessment to review the work of a trainee and to provide training and feedback.
            • Assign skills after completing an assessment -- Automatically assign skills to trainees for specific skill levels based on the course items they have completed. For example, if a trainee completes the course items for learning Japanese at an expert level, then the skill level 'expert' can be assigned to the trainee.
        • Managing your coaching assessments -- Employees, or trainees, are assessed on work they have done that has triggered a coaching opportunity. Once assessed, the trainee is assigned training by the coach. Use the Trainee Dashboard to manage your assessments and track results.
          • Work with your coach -- Use your assessments to work with your coach, including assigned training and due dates. You can view your assessments and track your results using the Trainee Dashboard.
      • Reference -- Coaching reference content includes business rules and field descriptions.
        • Roles -- Assign Coaching roles to specify what different users can see and do.
        • Coaching properties -- Set the duration to read knowledge articles and whether to exclude weekends for trainees to complete training using Coaching properties.
        • Field descriptions -- Coaching field descriptions also include form related lists and actions.
        • Integrating Coaching with other applications -- Bring in data from other ServiceNow applications to enhance the training of your agents.
        • Resolve issues -- Resolve common issues when setting up or running Coaching.
        • Domain separation -- Domain separation is supported in Coaching. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
        • Quick start tests -- Validate that Coaching still works after you make any configuration change such as apply an upgrade or develop an application. Copy and customize these quick start tests to pass when using your instance-specific data.
    • Collaboration services -- Collaboration services provides a way to communicate and collaborate in real-time. You can directly use a collaboration tool from task records and as a channel within communication plans.
    • Continual Improvement Management -- The ServiceNow Continual Improvement Management (CIM) application enables you to request improvement opportunities, and implement phases and tasks to meet performance goals, track progress, and measure success.
      • Overview -- Continual Improvement Management (CIM) enables you to initiate improvement opportunities within your organization by providing a centralized framework for planning, implementing, and monitoring improvement initiatives.
        • Domain separation in CIM -- Domain separation in Continual Improvement Management is configured to apply to all features of the application. Separation of data is configured along with separation of logic and process. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
        • Integrated applications -- CIM provides integrations with other ServiceNow applications to enable you to create improvement initiatives from these applications. You can also create records for integrated applications from improvement initiatives.
          • Integrate CIM using API -- Integrate CIM with other applications by using the CIMIntegrationAPI extension point. It defines the inbound and outbound extension points for integrating CIM with other applications.
        • Continual Improvement Workbench -- The Continual Improvement Workbench provides a consolidated view to plan, approve, monitor, and review improvements using a flexible user interface.
      • Install -- Install the Continual Improvement Management plugin from ServiceNow Application Manager after purchasing a subscription.
      • Identifying improvement opportunities -- Identify improvement opportunities in your organization and determine your improvement goal.
      • Create an improvement request -- Create an improvement request for improvement opportunities you identify in your environment. Once submitted, the improvement request is analyzed and implemented by the Improvement Manager and Improvement Coordinator.
        • Create improvement initiatives from integrated applications -- Create improvement initiatives from applications integrated with Continual Improvement Management to enable planning, implementation, monitoring, and impact assessment of improvements in a centralized framework.
        • Create application records from improvement initiatives -- Create records for integrated applications from improvement initiatives or CIM tasks to transform improvement initiatives into broader, actionable efforts to enable improvements across teams and processes.
        • Configure CIM integration property -- Configure the CIM sn_cim.initiative_copy_attributes integration property to define field values to be copied from an improvement initiative to application records that you create from the initiative.
      • Monitor and plan improvements -- Monitor and plan improvements using the Continual Improvement Workbench that displays improvements in progress, under review, and in the backlog to help you plan your sprint.
      • Managing improvements -- Continual Improvement Management (CIM) provides a structured process for requesting, approving, implementing, and tracking improvements aligned with company strategic objectives.
        • Accept an improvement -- Accept and assign a new improvement request so it can be assessed for approval. You can reject the improvement request if it does not align with company strategic objectives.
        • Prepare an improvement -- Create CIM phases and tasks to implement an approved improvement. The Improvement Coordinator works with the Improvement Manager to plan implementation and track progress.
        • Assess an improvement for approval -- Once accepted and set to assess, Approver group members evaluate the improvement for approval before implementation can begin.
        • Review and close an improvement -- Once all tasks in each phase of the improvement have been completed, the Improvement Coordinator sets the improvement to review for the Improvement Manager to close.
      • Reference -- Descriptions of CIM improvement, task, and approver states and process workflow.
    • DevOps Change Velocity -- With ServiceNow DevOps Change Velocity, you can import data from your DevOps tool chain to the ServiceNow platform and deliver changes faster without sacrificing compliance.
      • Explore -- Learn how ServiceNow DevOps Change Velocity helps your Development and Change Management teams accelerate change and connect their DevOps tool chain with ServiceNow to automate change processes.
        • User journey -- Review the adoption journey of the DevOps Change Velocity application to enable a phased (crawl, walk, run, fly) approach toward complete automation of change approvals.
        • Integrations -- Get an overview of how DevOps Change Velocity integrates with your external DevOps toolchain and the tools supported for this integration.
        • Dashboards -- Use the DevOps Insights dashboard to evaluate the results of your overall DevOps process. Use the DevOps Pipeline UI view to visually analyze your pipeline executions.
      • Configure -- Learn about the setup process for DevOps Change Velocity that is required before configuring integrations with your toolchain.
        • Install -- Install the DevOps Change Velocity application from the ServiceNow Store.
        • Assign roles and tasks using workspace -- Assign roles and tasks to users and groups so that they can perform the required DevOps tasks.
        • Set up integration user account -- Set up the integration user account to enable integrating with your third-party tools.
        • Onboard using workspace -- After installing DevOps Change Velocity, you can integrate with your DevOps toolchain and automate change requests directly from the DevOps Change Workspace.
      • Integrate -- Integrate your orchestration, planning, coding, artifact, software quality, and security tools with DevOps Change Velocity for end to end change traceability and automation.
      • Applications -- In DevOps Change Velocity, an application collects all the up-to-date data that connected tools send about plans, repositories, and pipelines.
      • Accelerate your DevOps change process -- Enable the change acceleration feature of DevOps Change Velocity for automatic change request creation in your pipeline, and use change approval flows and policies to automate approval under certain conditions.
        • Customizing DevOps flows -- Customize or recreate the DevOps Change Request Manual Approval, DevOps Change Request Minimal Automation Approval, and DevOps Change Request Advanced Automation Approval flows based on your requirements using a flow or a script.
        • Automate DevOps change request creation -- Modify your pipeline to automatically create a DevOps change request.
        • DevOps change request in Workspace -- Create a DevOps change request and associate existing DevOps data through the Workspace UI.
        • DevOps change request in Classic UI -- Create a DevOps change request and associate existing DevOps data through the Classic UI.
        • DevOps change request without mandating category as DevOps -- Enable categorizing DevOps change request from DevOps properties. Change requests that are created as part of pipeline execution steps can be created with a category other than DevOps.
        • Change request creation with DevOps data retrieval errors -- Create change requests even with errors in DevOps data retrieval.
        • Artifacts and packages -- Artifacts and packages enable DevOps Change Velocity to track development and testing activities across a wide range of deployment and release models. This feature ensures that pipeline activity stored in the DevOps data model can be retrieved and applied when artifacts are created and released at different times or in different pipelines.
        • DevOps Pipeline UI -- Use the Pipeline UI to visualize interactions and results across a pipeline execution. This graphical view shows pipeline step progression and other details for each pipeline.
        • Configuring DevOps change request details within the pipeline -- Configure how the closure information, change state, and change request fields are updated from within a pipeline in the change step of the pipeline.
        • DevOps change models -- DevOps Change Velocity enables you to use fit-for-purpose change models that allow better flexibility in defining change models or processes to reflect modern development practices.
          • Update change model in pipeline -- Update the change model in your existing pipeline steps using the DevOps Pipeline Migration to Change Models catalog item.
        • Retrieve change request data -- Retrieve data associated with a change request based on the specified relation type using the DevOpsChangeRelationshipHelper script include.
        • Manage pull or merge requests -- Manage Jenkins, GitHub Actions, and Azure DevOps (ADO) pipeline’s pull requests for GitHub, Bitbucket, and ADO coding sources from ServiceNow DevOps. You can enable the change approval process on your pull request to control pull request merge approvals from ServiceNow DevOps and monitor pull request details associated with the change request.
        • DevOps change request attributes -- Add or update DevOps change request attributes using the changeInfo REST API, the Default Change Handler subflow, by passing attributes through the pipeline, Update function, or automated flows.
        • Import based evidence collection -- Reduce instance overhead by skipping step-level pipeline processing for accelerated change management and evidence collection for GitHub Actions, Azure DevOps (ADO), Jenkins and GitLab orchestration tools.
      • Manage -- Utilize the features of DevOps Change Velocity to efficiently manage your DevOps tools and processes.
        • Onboard a tool using DevOps generic playbook -- DevOps Change has a pre-build playbook setup for users to configure a new tool. Custom tool integrations can be created using the guided playbook experience in the DevOps Change Workspace.
        • Onboarding tools and apps -- Use the onboarding catalog items as a self-service approach to onboard your DevOps tools and apps.
          • Importing historical data for DevOps tools -- Use the service catalog to onboard a new app and import historical DevOps data for that app. Enable polling to import data that is mapped to associated plans, repositories and pipelines on a scheduled frequency.
            • Polling schedule and configuration -- Use the service catalog to onboard a new app and import historical DevOps data for that app. Enable polling to import data that is mapped to associated plans, repositories and pipelines on a scheduled frequency.
            • Import existing Azure DevOps pipelines, repositories, and plans -- Use the service catalog to onboard a new app and import historical DevOps data for that app. Enable polling to import data that is mapped to associated plans, repositories and pipelines on a scheduled frequency.
            • Import existing GitLab pipelines and repositories -- Use the service catalog to onboard a new app and import historical DevOps data for that app. Enable polling to import data that is mapped to associated plans, repositories and pipelines on a scheduled frequency.
        • Cloning guidelines -- Clone the DevOps Change Velocity application from one instance to another.
        • Check permissions and update credentials -- You can perform permission checks and update credentials like passwords and access tokens for your tools from the tool details page.
        • Configure webhooks from the tool record -- Configure webhooks from the tool record to send data to DevOps Change Velocity after your tool is connected.
        • Test webhooks manually -- For tools including GitLab, Rally, Split.io, Jira, Bitbucket, and Argo CD, you have to test webhooks manually if there is any issue with the connection.
        • Tool throttling -- In DevOps Change Velocity, when a tool is throttled, processing of new events is delayed until the throttling expires and the tool status changes to Throttled. This is available for Azure DevOps, GitHub, and GitLab.
        • Retry errored inbound events -- Run base system or modified scheduled jobs to retry processing errored inbound events. Specify the exceptions or errors to retry events that are in an Error state.
        • Customized lists -- Create customized lists for your List, Change, Tools, and Administration modules. You can create your own version of an existing list, or a new one.
        • Deleting a record -- Cascade record deletion is implemented to delete all dependent lower level DevOps records whenever a parent or higher level DevOps entity is deleted. Confirmation popups ensure that you understand that data will be lost when you delete a record (for example, the record of a tool connection).
        • Map spoke alias as parent alias for a DevOps tool -- Create Jira, GitHub or Jenkins tool with parent alias set to respective spoke alias instead of DevOps Basic authentication. Use a script include to reset parent alias to spoke alias for existing or onboarded tool.
        • Delete orphan connection and credential aliases -- Delete the connection and credential aliases that do not label any connection or credential record by running a background script. This helps you in freeing up space in your system.
        • Docker image for custom actions -- Use the ServiceNow custom actions to collect data related to change request creation, Sonar scan, artifact registration, and package registration in your pipeline with the help of the generic Docker Container Image.
        • Run health scans -- Run health check scans on your DevOps Change Velocity instance and get recommendations on fixing any errors that might exist.
        • Manual configuration mode in DevOps -- As an alternative to making a connection using the standard setup process, you can use manual configuration mode to set up a webhook manually.
        • Inbound event table data archiving and cleanup -- Use table cleaners on the inbound events table to purge event data records beyond a specified period. Configure a retention policy with table rotation on the auto-flush form to manage table size growth and archiving data beyond the specified duration.
        • Data archiving rules for DevOps tables -- Base system table archiving rules ensure that DevOps data stored in the Configuration Management Database (CMDB) are systematically archived and purged.
        • DevOps Retry Policy -- Enable the DevOps Custom HTTP Retry Policy for most tool communication from ServiceNow flows to automatically retry failed requests when a step encounters an intermittent issue, such as a network failure or request rate limit.
        • Commits and task executions in DevOps -- Run commits in DevOps are associated to a task execution.
        • Associating multiple work items to a commit in DevOps -- Multiple work items for a commit are supported in DevOps for Azure DevOps, Bitbucket, GitHub, and GitLab.
        • Filter ignorable DevOps events -- Filter out ignorable DevOps events before they trigger a Flow execution to improve performance.
        • Disable recommendation prompts -- Disable the prompts recommending the use of DevOps Change Workspace from appearing while creating tools and applications using Classic UI, Service Catalog, Service Portal, and Employee Service Center.
      • Insights reports -- To help you plan and implement updates to your DevOps processes, DevOps Insights displays a variety of configurable reports that are grouped by type of metric. From the DevOps Change Workspace, select the DevOps Insights icon ( filter icon ) to view the reports.
        • DevOps Insights dashboard - Workspace -- The DevOps Insights dashboard provides a flexible graphical view of operational and business reports. Use the dashboard to evaluate the results of your overall DevOps process.
          • Summary dashboard -- The DevOps Insights dashboard provides a flexible graphical view of operational and business reports. Use the dashboard to evaluate the results of your overall DevOps process.
          • Flow metrics dashboard -- The DevOps Insights dashboard provides a flexible graphical view of operational and business reports. Use the dashboard to evaluate the results of your overall DevOps process.
          • Change acceleration dashboard -- The DevOps Insights dashboard provides a flexible graphical view of operational and business reports. Use the dashboard to evaluate the results of your overall DevOps process.
          • Accelerate metrics dashboard -- The DevOps Insights dashboard provides a flexible graphical view of operational and business reports. Use the dashboard to evaluate the results of your overall DevOps process.
          • Quality metrics dashboard -- The DevOps Insights dashboard provides a flexible graphical view of operational and business reports. Use the dashboard to evaluate the results of your overall DevOps process.
          • DevOps Insights Development dashboard -- The DevOps Insights dashboard provides a flexible graphical view of operational and business reports. Use the dashboard to evaluate the results of your overall DevOps process.
          • DevOps Insights Operational stability dashboard -- The DevOps Insights dashboard provides a flexible graphical view of operational and business reports. Use the dashboard to evaluate the results of your overall DevOps process.
        • Group DevOps applications into a product -- Products that use an application model in the CSDM support hierarchies of applications. You can customize hierarchies to simplify tracking of "rolled-up" data on DevOps Insights reports. This is used for the Product filter in insights.
        • DevOps Insights properties -- DevOps Insights properties configure how DevOps Insights workspace data is displayed in reports.
      • Reference -- Reference information to provide additional details about DevOps Change Velocity such as tables, users, roles, properties, errors, limitations, and others.
        • Installed components -- Several types of components are installed with DevOps Change Velocity, including tables, users, roles, and scheduled jobs.
        • Properties -- Use these properties to configure settings in the DevOps Change Velocity application.
        • DevOps System Health dashboard -- The System Health dashboard lets the DevOps administrator view the overall health of integrations, connectivity status, as well as view trends of inbound event processing data.
        • DevOps log levels -- DevOps log levels allow you to filter logs by level as well by a particular tool or application. Log levels in the DevOps application let you decide the extent of log detail you need for debugging.
        • Common errors -- Identify the root cause of errors that occur in DevOps Change Velocity, and see the corresponding steps that might resolve them.
        • Software Quality Results -- Software Quality Results display scan details from SonarQube scans configured on your GitHub Actions, Jenkins, Azure DevOps, or Harness pipelines.
          • Software Quality Summaries -- Software Quality Results display scan details from SonarQube scans configured on your GitHub Actions, Jenkins, Azure DevOps, or Harness pipelines.
          • Software Quality subcategories -- Software Quality Results display scan details from SonarQube scans configured on your GitHub Actions, Jenkins, Azure DevOps, or Harness pipelines.
        • Domain separation -- If any conrefs are broken, re-add them from the doc/source/reuse/domain-separation/domain-separation-overview.dita file. In the short description, edit the first sentence to state whether domain separation is supported or not and add the application name. Keep the conref at the end that describes domain separation.Domain separation is unsupported for DevOps Change Velocity. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
        • DevOps Insights Standard dashboard - Classic -- Use the DevOps Insights application with ServiceNow Performance Analytics to gain insight into your DevOps environment.
        • DevOps health scans -- View the list of scan checks available in DevOps Change Velocity to get recommendations on fixing any errors that might exist.
        • APIs -- The DevOps Change Velocity APIs provides endpoints that enable the interaction with external DevOps tools.
        • DevOps Change Velocity glossary -- Learn about the terms and concepts in DevOps Change Velocity.
          • A -- Learn about the terms and concepts in DevOps Change Velocity.
          • C -- Learn about the terms and concepts in DevOps Change Velocity.
          • D -- Learn about the terms and concepts in DevOps Change Velocity.
          • I -- Learn about the terms and concepts in DevOps Change Velocity.
          • M -- Learn about the terms and concepts in DevOps Change Velocity.
          • R -- Learn about the terms and concepts in DevOps Change Velocity.
            • run commits -- Learn about the terms and concepts in DevOps Change Velocity.
          • S -- Learn about the terms and concepts in DevOps Change Velocity.
            • step execution -- Learn about the terms and concepts in DevOps Change Velocity.
          • T -- Learn about the terms and concepts in DevOps Change Velocity.
    • DevOps Config -- The ServiceNow DevOps Config application validates and manages the configuration data of your enterprise applications across every stage of the DevOps pipeline.
      • Exploring DevOps Config -- Use DevOps Config to store and manage all of your config data as a single source of truth. You can also use DevOps Config to validate your config data before deployment, and resolve conflicts in deployed config data.
        • DevOps Config and DevOps Change Velocity -- DevOps Change Velocity collects data from all of your DevOps tools, providing visibility across the entire lifecycle of deployment, while DevOps Config manages and validates your DevOps configuration data.
        • Using an app in DevOps Config -- When you create an app in DevOps Config, not only is it the container for the config data of the application, but the application model you choose links DevOps Config with other ServiceNow products, including DevOps Change Velocity.
        • DevOps Config powered by CDM and PaCE -- DevOps Config uses Configuration Data Management and Policy as Code Engine platform capabilities to manage configuration data and policies.
        • DevOps Config terms -- These are some of the common DevOps Config terms.
      • Configuring DevOps Config -- The DevOps engineer role installs and sets up DevOps Config, which is used to validate config data (committed by developers, or app engineers) before deployment.
        • Install DevOps Config -- Install the DevOps Config application from ServiceNow Store applications. Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
        • Create an application in DevOps Config -- Create an app in DevOps Config to manage its configuration data, and link DevOps Config with other ServiceNow products, including DevOps Change Velocity.
        • Create and update a deployable -- Create a deployable while working in a changeset. You can add multiple components and collections to a deployable.
          • Delete a deployable -- Delete a deployable to delete its config data and all associated snapshots.
        • Uploading your config data -- You first create a new CDM application structure and then upload the existing config data into the structure.
          • Preparing an application for config data upload -- An application in CDM is the full collection of config data for an application service, application model, or dynamic CI group [infrastructure] in the CMDB. After you upload your source config data, the application can support all potential deployables that make up each version of the development, test, and production environments of the service.
          • Add nodes with config data to CDM application -- Add the data structure to a new application that will accept the uploaded config data into appropriate nodes.
          • Parsing of XML files in CDM -- The CDM XML parser enables the parsing of attribute key-value pairs in XML files, so when you upload config data from an XML file into CDM, you can easily identify the attributes of each element in the CDM editor or list view.
          • Parsing of CSV files in CDM -- The CDM CSV parser enables parsing of data in CSV files, so when you upload config data from a Comma-Separated Values (CSV) file into CDM, you can easily identify the data format attributes and config data in the CDM editor or list view.
        • Define policies in DevOps Config -- Define policies in DevOps Config to validate your configuration data.
        • Mapping policies in DevOps Config -- Mapping a policy to a deployable enables you to validate updates on it. These policies in DevOps Config are powered by Policy as Code Engine (PaCE).
          • Map policies to a deployable -- Map policies to a deployable to define the validation processes that the config data must pass. You can map policies to a deployable using static mapping or dynamic mapping.
        • Define exporters in DevOps Config -- Define exporters in DevOps Config to export config data from all or part of the data model as input for further deployment or provisioning activities.
        • Configure your pipeline in DevOps Config -- Configure your Argo CD, Azure DevOps, or Jenkins pipeline with DevOps Config to interact with your data model.
        • Run validation in DevOps Config -- After you have installed and configured DevOps Config, validate the configuration and review the results.
        • Fix the data that caused a validation failure -- When a policy that executes against a deployable snapshot fails or generates an error or warning, the policy identifies the offending CDI and the reason for the failure. While working in a changeset, you can use the Validation failures panel to navigate directly to the offending CDI so you can correct the issue.
        • CDM system properties -- CDM system properties.
      • Integrating your pipeline in DevOps Config -- Integrate your Argo CD, Azure DevOps, or Jenkins pipeline with DevOps Config to interact with your data model.
      • Using DevOps Config -- The developer, or app engineer, role uses DevOps Config, once it's installed and set up by the DevOps engineer role, to validate and correct config data (that they commit) before it gets deployed.
      • Analytics and reporting using the DevOps Config Insights dashboard -- Use the DevOps Config Insights dashboard with Performance Analytics to quickly identify configuration errors and take action. View snapshot validation trend, open changesets, and failed snaphots for all applications and deployables.
      • DevOps Config reference -- DevOps Config reference content.
        • Update the associations for a deployable -- Update the name and description of a deployable as well as its associations with applications and other items. This procedure is optional.
        • Types of configuration data supported by DevOps Config -- DevOps Config stores configuration data of every layer of the IT stack in a centralized location.
        • CDM data model -- The CDM data model is a standardized data structure that supports the broader life cycle of software delivery — automation, quality validation, and CSDM. CDM imports existing config data, validates it using policies that you define, and exports valid config data to your organization's existing DevOps pipeline to implement applications, services, and infrastructure.
          • Contextual variables for config data -- Contextual variables are out-of-the-box variables delivered by ServiceNow that enable you to use the context of a node to define a variable.
        • APIs and DevOps Config -- You can use DevOps Config and CDM APIs to access your config data.
        • DevOps Config roles -- DevOps Config uses these roles.
        • How encrypted data is handled -- By default, encrypted values appear in all views as *******. Only users with the CDM Secrets [sn_cdm.cdm_secrets] role can view, create, update, and delete encrypted values in config data. The system validates and exports encrypted data appropriately.
        • Domain separation and DevOps Config -- Domain separation is unsupported for DevOps Config. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
          • Domain separation and CDM -- Domain separation is supported for CDM. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
        • Default DevOps Config policies -- The DevOps Config Policy content pack contains a set of default DevOps Config policies to validate your configuration data.
          • Generic policies -- By default, the DevOps Config Policy content pack contains a set of generic policies to validate your configuration data.
          • Kubernetes policies -- By default, the DevOps Config Policy content pack contains a set of policies to validate your Kubernetes configuration.
          • OpenShift policies -- By default, the DevOps Config Policy content pack contains a set of policies to validate your Red Hat OpenShift configuration.
        • Default DevOps Config exporters -- The DevOps Config Exporter content pack contains a set of default DevOps Config exporters of data that can be used as input for further deployment and provisioning activities.
    • Digital Portfolio Management -- Manage and maintain all your solutions (services, service offerings, business applications, and service instances) from a single location using the ServiceNow Digital Portfolio Management (DPM) Workspace. DPM pulls in data from across the ServiceNow platform so you see impacts in the context of solutions that you own or care about.
      • Explore -- Learn about the Digital Portfolio Management (DPM) Workspace features and benefits to manage all of your solutions in one place. Solutions in the context of DPM are services, service offerings, business applications, and service instances.
        • Homepage -- The Digital Portfolio Management (DPM) Workspace homepage is the starting point where you navigate to all aspects of your solutions and portfolios. You’re encouraged to personalize your Digital Portfolio Management (DPM) homepage so you can view and track the solutions that matter to you most.
        • Life-cycle management -- The Digital Portfolio Management (DPM) Workspace enables you to work in the plan-build-run life-cycle model. You can manage solutions that you own and view solutions that may have an impact on services or products that you care about.
          • View service and service offering details -- View information about services and service offerings that may impact your solutions. Each Digital Portfolio Management (DPM) page presents the life-cycle phase information in tabs — Plan, Build, Run, and Info.
          • View business application details -- View information about business applications that may impact your solutions. Each Digital Portfolio Management (DPM) page presents the business application life-cycle phase information in tabs — Plan, Build, Run, Risk, and Info.
          • View service instance details -- View information about service instances that may impact your solutions. Each Digital Portfolio Management (DPM) page presents the service instance life-cycle phase information in tabs, primarily Run and Info. The Risk tab displays when you have the Technology Lifecycle Management plugin [sn_apm_tpm] installed.
        • KPI groups -- Define and configure the key performance indicator (KPI) groups in DPM that matter most to you. When you associate KPI groups with your services and applications, you can analyze their performance in a centralized area.
        • DevOps value stream metrics in Digital Portfolio Management -- View key metrics related to the performance of your solutions in Digital Portfolio Management (DPM). If you manage your solutions in a DevOps model, then you can view DevOps data for your business applications as well as link to the DevOps Change Workspace directly from DPM.
      • Configure -- Enable the Digital Portfolio Management (DPM) Workspace and configure the settings for your organization. Set it up to show data so you can monitor services, service offerings, business applications, and service instances. All configuration tasks require the DPM admin role [sn_dpm.dpm_admin].
        • Activate -- The Digital Portfolio Management plugin is available from the ServiceNow ServiceNow Store.
        • Configure the Admin Center -- The Admin Center in Digital Portfolio Management (DPM) provides administrators a guided walk-through to set up and configure the DPM Workspace for the organization. The provided information and configuration prompts enable visibility into the end-to-end service and application life-cycle.
          • Configure page headers -- Configure the page header fields for your solutions in the DPM Admin Center. Your configuration determines how the header fields are displayed in the DPM Workspace.
          • Configure Info tab -- Show or hide various sections of the Info tab for your solutions in DPM. You can also configure the general information fields. Your configuration determines how the fields are displayed in the General info section of the Info tab in the DPM Workspace.
          • Configure scheduled email reports -- Send periodic emails of KPI metrics to the DPM solution owners.
          • Configure personal portfolio solution cards -- Configure the fields that display on the personal portfolio solution cards in the DPM Admin Center. Your configuration determines the fields that display on each solution card in the DPM Workspace.
          • View related records -- In the DPM Admin Center, you can see a comprehensive view of your business applications and service instances. You can see incidents, problems, and changes that are related to your business applications and incidents and changes that are related to your service instances.
        • CSDM guidelines -- Service data relates to each other using different applications and in different ways. Digital Portfolio Management (DPM) references the Common Service Data Model (CSDM) framework to bring service-related data together in a single view.
          • CSDM terms -- Because both ServiceNow products of Digital Portfolio Management (DPM) and Service Portfolio Management closely align with the Common Service Data Model (CSDM), it's helpful to know the common terms when working in these applications.
        • Integrate Digital Portfolio Management with other ServiceNow applications -- Bring in data from other ServiceNow applications to see a comprehensive view of your solutions in the Digital Portfolio Management (DPM) Workspace. You can see data for services and service offerings, for business applications, and for service instances.
        • Configure KPI groups -- Configure key performance indicator (KPI) groups in Digital Portfolio Management (DPM) to surface performance information in the context of your organization's solutions.
          • Create KPI groups and mappings -- Create key performance indicator (KPI) groups and mappings in Digital Portfolio Management (DPM) to monitor the overall health and progress of all your services and offerings.
          • Configure KPIs with example -- Configure key performance indicators (KPIs) in Digital Portfolio Management (DPM) to surface performance information in the context of your solutions. This procedure uses the example of configuring service availability to display the availability score in the Run life-cycle phase.
          • Copy a KPI group -- Create a key performance indicator (KPI) group by copying an existing KPI group in Digital Portfolio Management (DPM). All the KPI records, supporting KPIs, and mappings of the KPI group are copied as well. After you copy the KPI group, you can modify all aspects of it so the new group best fits your needs.
          • Update KPIs -- You can update the key performance indicator (KPI) fields in Digital Portfolio Management (DPM). The KPI displays in KPI groups in the DPM Workspace.
        • Configure Needs attention panels -- Each solution page in Digital Portfolio Management (DPM) has a Needs attention panel with items that need attention in the context of the page. You can configure the Needs attention attributes to meet your organization's needs.
        • Configure the experience -- If your organization doesn't use certain modules or life-cycle phases in Digital Portfolio Management (DPM), then configure the experience by hiding those elements from user views.
        • Relate business capabilities to view in Digital Portfolio Management -- You can relate business capabilities for a service or for a business application to see them in the Digital Portfolio Management (DPM) Workspace.
        • Configure Digital Portfolio Management to integrate with Process Mining -- Use Process Mining in Digital Portfolio Management (DPM) to see the status of a key performance indicators (KPI) on your solutions, and adjust as needed.
        • Create Process Mining projects for KPI groups in Digital Portfolio Management -- Create Process Mining projects for each key performance indicator (KPI) group in Digital Portfolio Management (DPM) to see KPI performance and analyze anomalies.
      • Get started -- The Digital Portfolio Management (DPM) Workspace is a unified environment to view all your services, service offerings, business applications, and service instances. With the proper access, you can also view details and edit the solutions without having to leave the DPM experience.
        • Personalize the home page -- Personalize your Digital Portfolio Management (DPM) Workspace home page to meet your needs. You can edit the status conditions of each solution, add solutions, search for solutions, and filter solutions by status and by type.
        • Create custom record views -- Create a UX custom form view to show any record for a given table in Digital Portfolio Management (DPM).
        • Navigate enterprise portfolios -- You can work with three types of enterprise portfolios in the Digital Portfolio Management (DPM) Workspace — service, business application, and service instance. Even though you can view service enterprise portfolios in DPM, they're created with Service Portfolio Management tables. Enterprise portfolios for business applications and service instances are created with the enterprise portfolio tables.
      • Work with portfolios -- You can create and organize personal portfolios to see several solutions in one place. Administrators create enterprise portfolios. The service-type enterprise portfolios are created using Service Portfolio Management tables. Business application and service instance portfolios are created using enterprise portfolio tables. You can also see list modules of services and applications that aren’t in a portfolio by using list modules.
        • Personal portfolios -- Personal portfolios contain data from services, offerings, business applications, and service instances into one space for you to view and report on. You can see how each item is progressing according to the assigned roadmap and evaluate its performance based on key performance indicators (KPIs) that interest you.
          • Create a personal portfolio -- Create a personal portfolio using the Digital Portfolio Management (DPM) application. DPM enables you to create, edit, and share personalized, unstructured portfolios of the services and applications that you own or don't own but care about.
        • Enterprise portfolios -- Admins create enterprise portfolios for business applications and service instances using the enterprise portfolio tables. Enterprise portfolios are structured in a nesting tree format to navigate service-related items and taxonomy nodes.
          • DPM Portfolio Builder Overview -- Enterprise portfolios are created directly in the DPM Portfolio Builder. Before May 2025, they were created using Service Portfolio Management tables. Enterprise portfolios for business applications and service instances were created from enterprise portfolio tables.
          • Navigating portfolio types -- Navigate three types of enterprise portfolios in the Digital Portfolio Management (DPM) application — service, business application, and service instance. The way to create a portfolio depends on the type. As of May 2025, Enterprise portfolios are created directly in DPM. Business application and Service instance portfolios are created using the enterprise portfolios tables in the DPM module in UI16.
          • Navigate service enterprise portfolio templates -- Navigate three service enterprise portfolio templates: EDUCAUSE Higher Education IT Service Portfolio, IT Service Portfolio, and Sample Organizational Structure.
          • Create enterprise service portfolios using a template -- Admins can create enterprise portfolios from scratch or by using a template. Enterprise portfolios are structured in a nesting tree format to facilitate navigation of service-related items and taxonomy nodes. Similar to personal portfolios, you can see key metrics to assess the portfolio performance.
          • Create enterprise portfolios -- Admins create enterprise portfolios for business applications and service instances. Enterprise portfolios are structured in a nesting tree format to navigate service-related items and taxonomy nodes. Similar to personal portfolios, you can see metrics to assess the portfolio performance.
      • Work with solution data in Digital Portfolio Management -- After you create and organize personal portfolios and review the available enterprise portfolios, you can do several actions with the DPM manager role to monitor the progress of solutions.
        • Work with Needs attention panels in Digital Portfolio Management -- Digital Portfolio Management (DPM) enables you to view items that need attention in the context of your solutions. Categories in each Needs attention panel differ based on the solution type. You may not act on an item that needs attention, but you can see its status and severity to make data-driven decisions about your solutions.
        • View relationship maps -- View a relationship map in Digital Portfolio Management (DPM) to see all relationships that make up a given solution. DPM uses the ServiceNow Unified Map to display a graphical hierarchical map based on the CMDB.
        • Create demand from Digital Portfolio Management -- Create demand using the Digital Portfolio Management (DPM) application. DPM enables you to create demand for any business or technology management services that you own.
        • Create an improvement initiative from Digital Portfolio Management -- Create an improvement initiative using the Digital Portfolio Management (DPM) application. DPM enables you to create an improvement initiative for any business or technology management services that you own.
        • List modules -- List modules in Digital Portfolio Management (DPM) provide information that may or may not be in personal portfolios or enterprise portfolios. You don't have to own solutions to view or create list modules.
        • Work with lists -- Work with lists in the Digital Portfolio Management Workspace. Lists enable you to view service and application information that is not in a personal portfolio or an enterprise portfolio.
      • Reference -- Reference topics provide additional information about administering Digital Portfolio Management (DPM).
        • Roles -- Several types of components are installed with Digital Portfolio Management (DPM) when you activate the application from the ServiceNow ServiceNow Store. DPM has two roles - admin and user.
        • Digital Portfolio Management homepage default solution cards -- Digital Portfolio Management uses certain fields to auto-generate a set of default solution cards to display on your DPM homepage. After you add or remove solutions from your homepage, DPM remembers your updates by displaying your personalized solutions cards instead of the auto-generated set.
        • Personal and enterprise portfolio reference -- Use suggestions and tips for creating and organizing portfolios in DPM.
        • KPI groups installed with Digital Portfolio Management -- Digital Portfolio Management (DPM) enables you to view standard key performance indicator (KPI) groups that are included with the base system. You can also configure KPIs with the sn_dpm.dpm_admin role.
        • Digital Portfolio Management related applications and data sources -- Digital Portfolio Management (DPM) enables you to use related applications to view and edit service details in the plan-build-run life cycle. All related applications are optional, so they aren't required to use the DPM experience.
        • PO components -- Admins must install the ITSM Process Mining Content Pack from the ServiceNow Store to get the insights and system property for Process Mining in Digital Portfolio Management (DPM). Use Process Mining to analyze and improve key performance indicator (KPI) outputs in DPM.
        • Persona -- The Digital Portfolio Management (DPM) persona is a solution owner — That is one that owns services, service offerings, business applications, or service instances.
        • Digital Portfolio Management views -- The Digital Portfolio Management (DPM) workspace pulls in data from various ServiceNow applications. The views show where the data is coming from.
        • Domain separation and Digital Portfolio Management -- Domain separation is supported in Digital Portfolio Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
    • Digital Product Release -- ServiceNow Digital Product Release (DPR) is a release management solution that helps release managers, product managers, and program managers manage the release process.
      • Explore -- The ServiceNow Digital Product Release application enables you to streamline the process of delivering digital products and services by managing the process from planning to delivery.
        • Digital Product Release Workspace -- The Digital Product Release Workspace provides a single location for release admins to define release processes and release readiness targets. Product managers can use it to create and manage products and features, define the scope in versions, and plan and execute releases.
        • Release for a product or service -- A release groups all the tasks (projects, epics, stories, enhancements, defects, problems, incidents, and so on) planned for a specific version of a product or service. Digital Product Release provides two different processes: timeline-oriented and stage-oriented, to help you in executing your releases.
          • Release states -- A release moves through a defined set of states, from creation to closure. The On Hold state lets you pause a release temporarily without losing task, policy, or association data.
        • AI-powered release notes generation -- Digital Product Release provides an AI-driven summarization feature that automatically generates release notes for your product and service releases. This capability streamlines the release note creation process, reducing manual effort and improving consistency.
        • Release dashboards -- Release dashboards provide insights into your releases. You can see their progress, identify any potential risks, and track their software quality. This information can help you to make informed decisions about your releases and ensure their success.
          • Release Overview dashboard -- The Release overview dashboard displays key metrics and status information for a product release, enabling product teams to assess readiness.
          • Release Quality dashboard -- The Release Quality dashboard provides insights into the quality of a release based on the software quality scan summaries and test summaries.
          • Release dashboard for a multi-product release -- The Release Overview dashboard for a multi-product release provides an overview of all the information about every product release, which the product team can use to assess the release readiness.
          • Release Overview dashboard for a multi-product release -- The Release overview dashboard displays key metrics and status information for a product release within a multi-product release, enabling product teams to assess readiness.
        • Holiday schedules in a release -- You can associate a holiday schedule with a release so that the phase and release durations are calculated considering non-working days.
        • Digital Product Release flow actions -- Digital Product Release provides flow actions that you can use to build custom release workflows in Workflow Studio.
        • DPR and GRC integration for release compliance -- The integration between Digital Product Release (DPR) and ServiceNow GRC: Policy and Compliance Management connects your release management processes with the enterprise risk and compliance controls. This integration helps you deliver faster, safer, and reliable releases.
        • Managing releases in Service Operations Workspace -- Service Operations Workspace (SOW) and Digital Product Release (DPR) workspaces provide a unified release and change management experience. You can manage releases, view release details, and associate change requests with releases — all from SOW.
        • Associating change requests with releases in Service Operations Workspace -- The integration between Service Operations Workspace (SOW) and Digital Product Release (DPR) workspaces provide a unified release and change management experience. You can associate releases with change requests across both workspaces.
      • Configure -- Plan and configure the Digital Product Release application.
      • Use -- Digital Product Release helps you streamline the process of delivering digital products and services by managing the entire release life cycle from planning to delivery.
      • Digital Product Release Policy Content Pack -- The Digital Product Release Policy Content Pack includes data collectors and policies for automating the verification of phase gate in product and service releases in Digital Product Release.
        • Data collectors -- The Digital Product Release Policy Content Pack contains a set of data collectors to collect DevOps data to be validated against policies.
        • Policies -- The Digital Product Release Policy Content Pack contains a set of policies to automate phase gate verification and continuous evaluation of software artifacts.
      • Reference -- Reference topics provide additional information about the lists and forms that you use to configure and administer Digital Product Release (DPR).
        • Components installed -- Several types of components are installed with activation of the Digital Product Release app, including tables and user roles.
        • System properties -- Configure the system properties to customize various features of Digital Product Release according to your organization's needs.
        • Approval definition form -- Release admins can create approval definitions to get approvals of phase tasks for a release.
        • Email notifications for release management -- List of automated email notifications that are installed with Digital Product Release.
        • Policy status aggregation -- In a multi-product release, the policy run status of releases for all primary and included products are rolled up to the policy status of the main release.
        • Release readiness target form -- Release admins can create release readiness targets on a release calendar to define the dates by which the releases must be ready for deployment.
        • Request new product or service form -- Product managers or release admins can request for a new product or service in Digital Product Release.
        • Release form -- Product managers or release admins can create a release for a product or service version in Digital Product Release.
        • Release key date form -- Manage your release key dates for a timeline-oriented release.
        • Risk score for a release -- Risk scores help release coordinators and product managers identify potential issues early and take corrective action. The risk score is calculated for the current in-progress phase and is recalculated each time you view the Release overview dashboard.
          • Risk score for timeline-oriented releases -- Risk scores help release coordinators and product managers identify potential issues early and take corrective action. The risk score is calculated for the current in-progress phase and is recalculated each time you view the Release overview dashboard.
          • Risk score for stage-oriented releases -- Risk scores help release coordinators and product managers identify potential issues early and take corrective action. The risk score is calculated for the current in-progress phase and is recalculated each time you view the Release overview dashboard.
        • Domain separation -- Domain separation is supported for Digital Product Release. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
    • Employee Slate for ITSM -- Employee Slate for ITSM includes the Service Health Broadcast widget that surfaces active outages and degradations to employees and lets them ask Otto for a summary.
      • Explore -- Employee Slate for ITSM displays active outages and degradations through the Service Health Broadcast widget, which provides plain-language summaries from Otto. Employees can check in for walk-in IT help, book appointments through the Tech lounge widget, or start check-in conversationally with Otto.
      • Configure -- Use Employee Slate for ITSM to manage IT service requests using Employee Slate for Moveworks or with Employee Slate (built for Now Assist).
      • Use -- View active outages and degradations using the Service Health Broadcast widget. Ask Otto for a summary of current issues, check in for walk-in help, or book appointments using the Tech Lounge widget.
    • Expense Line -- Expense lines enable you to track costs and represent when a point-in-time expense incurred. Expense lines can be created manually or generated by the scheduled processing of recurring costs.
    • Incident Communications Management -- The ServiceNow Incident Communications Management application enables organizations to create and manage communications related to major business issues or incidents.
    • Incident Management -- Incident Management restores normal service operation while minimizing impact to business operations and maintaining quality.
      • Explore -- ServiceNow Incident Management supports the incident management process. Use it to identify, log, classify, prioritize, assign, escalate, resolve, and report incidents.
        • Incident life cycle -- Incident Management manages incidents through a defined set of states, from creation to closure, so you can track where each incident is in its life cycle.
      • Configuring Incident Management -- You can configure the Incident form and other incident features, such as incident categories and UI behavior. The ITSM guided setup helps you configure Incident Management on your ServiceNow instance.
        • Quick start tests for Incident Management -- Validate that Incident Management still works after you make any configuration change such as apply an upgrade or develop an application. Copy and customize these quick start tests to pass when using your instance-specific data.
        • Incident Management properties -- Incident Management properties control features such as copying and creating child incidents. The major incident properties control the promotion of major incident candidates to major incidents.
        • Incident categories and subcategories -- Incident categories and subcategories help route incidents to the right team and reduce troubleshooting time. The base system includes predefined categories and subcategories that administrators can extend.
        • Define priority lookup rules -- Define impact and urgency combinations that determine incident priority and the SLA for each priority for an organization. Only administrators and data lookup administrators can configure these rules.
        • Define an assignment rule for incidents -- Define assignment rules to automatically assign incidents to the group or user who has the skills to work on them.
        • Incident templates and record producers -- Templates simplify the process of submitting new records by populating fields automatically. A template helps you capture incident information consistently. A record producer is a specific type of catalog item that allows end users to create task-based records, such as incident records, from the service catalog.
        • View incident notifications -- View incident notifications that are sent during specific events in an incident life cycle. Recipients include employee self-service (ESS) users and users with the itil role.
          • Email notification redirection -- You can redirect users from email notification links to incident or major incident records in Service Operations Workspace (SOW) instead of the UI16 interface of Incident Management or Major Incident Management.
        • Configure the default user for auto-closing incidents -- Specify the user that appears in the Updated by field when incidents are closed automatically.
        • Applying CSDM guidelines to Incident Management -- Applying CSDM guidelines to Incident Management connects incidents to services, service offerings, and CIs so that you can see business impact and route incidents to the correct groups.
          • Incident Management and CSDM tables -- Incident Management manages and uses CSDM tables. Several ServiceNow products benefit from and add value to Incident Management.
          • Incident Management use case -- Incident Management helps restore normal service operation while minimizing impact to your business and maintaining the quality of your data.
          • Set up the Incident Management form -- Configure the Incident form to see the impact of an incident and then restore affected services. The CSDM framework enables you to view rich context for incidents: the CIs involved in the incident and the service offerings, business applications, and business services that the incident affects.
          • Incident Management considerations -- When you implement the CSDM framework, consider how business applications and application services relate to Incident Management, including when to use an application service on the Incident form.
        • Incident ticketing integrations -- An incident ticketing integration exchanges ticket data between your ServiceNow instance and a third-party system.
          • Uni-directional incident ticketing integrations -- In a uni-directional integration, an external third-party system creates tickets in your ServiceNow instance. Define the data that must be sent to create a ticket and the validation that is required.
          • Bi-directional incident ticketing integrations -- A bi-directional integration exchanges data between your ServiceNow instance and a third-party system so that incident information is synchronized between the systems.
        • Configuring Microsoft Outlook to create incidents and VTB tasks -- To create incidents and VTB tasks, or to chat with a virtual agent from within your Outlook email, activate and deploy the ServiceNow Add-in for Microsoft Outlook.
      • Managing incidents -- Working on incidents involves diagnosing and investigating the incident, recording results, and sometimes escalating or promoting the incident.
        • Logging an incident -- Users and agents log incidents from sources such as email, the service desk, the service catalog, or external applications. Business rules and SOAP messaging can also generate incidents automatically.
        • Create an incident -- Create an incident record to document a deviation from an expected standard of operation.
        • Working with the incident record form -- After an incident is created, you can use the incident record form to track, process, and resolve the incident.
        • Incident and problem workflow -- Incident and problem workflow enables you create a problem from an incident, attach Known Error (KE) articles, and communicate problem workarounds and fixes.
        • Capture affected CI information -- Capture information about the asset configuration items (CIs) that are affected by an incident to keep a record of the CIs that are updated, repaired, swapped, or retired.
        • Create a template from the incident form -- Create a template that defines default values for the Incident form so that users don't have to enter the same values each time they create an incident.
        • Apply a template in the Incident form -- Use a template to apply values to an incident record. The template values replace existing field values, and fields that aren't in the template remain unchanged.
        • View VIP status for an incident caller -- View callers with VIP status in the incident list and on the Incident form. Organizations designate VIP status in the user record.
        • Use Microsoft Outlook to create incidents and VTB tasks -- Create an incident or a Visual Task Board (VTB) task, or chat with a virtual agent, directly from Microsoft Outlook by using the ServiceNow add-in.
        • Create an incident task -- Create an incident task to communicate and request work from assignment groups other than the one initially assigned to the incident.
        • Synchronization between an incident and its incident tasks -- Use incident tasks to collaborate with and request work from other stakeholders. An incident and its tasks are synchronized so that incident task states change based on the state of the incident.
        • Create a record from an incident -- Create a problem, change, or request record from an incident.
        • Create a request from an incident -- If a user needs catalog items such as an application or a laptop, create a request from the incident. Linking the request to the incident helps you track associated requests.
        • Copy an incident or create a child incident -- Copy an incident or create a child incident without manually entering the value of all the fields in the new incident.
        • Synchronizing parent and child incidents -- The state of a child incident follows the state of its parent incident for most incident states, which keeps related incidents aligned without manual updates.
        • Enable the display of incident special handling notes -- Enable the display of informative notes for a specific record or for a set of records that meet one or more conditions. Use these notes to help users understand the action that was taken for the incident or the next course of action to be taken.
        • Create knowledge article -- Provide a resolution for an issue by creating a knowledge article from an incident with fields defined in an article template.
        • View affected CIs in the Dependency Views map -- Use the Dependency Views map to identify the configuration items (CIs) that are affected by the CI that caused an incident.
        • Refresh impacted services and CIs for an incident -- Refresh the Impacted Services or CIs related list of an incident to update its records and the records in the Service Offerings and Business Applications related lists. The records are refreshed and updated based on the affected CIs. You can then identify the impacted services and CIs and act on them.
        • Associate CIs with an incident -- Associate affected or impacted configuration items (CIs) with an incident record to find out how the incident affects other CIs with dependent relationships.
        • Update the resolved incident notification template -- Modify the email template for the notification that the caller receives when an incident is resolved.
        • Incident resolution and closure -- An incident is considered resolved when you provide the user with a temporary workaround or a permanent solution for the issue.
          • Resolve and close an incident -- Resolve an incident after the service is restored, and close it when the caller is satisfied with the resolution. Incidents can also close automatically after a set time, based on the incident auto-close properties.
          • Configure incidents to close automatically -- Close incidents automatically based on the last updated date or the resolution date of the incident by configuring incident properties. You can also specify the number of days before resolved incidents close automatically.
          • Close multiple incidents from a list -- Close multiple incidents that share a resolution code at once from the incident list.
          • Create a UI action to close multiple incidents -- Create a UI action to close multiple incidents at once from the Actions list in the list view.
        • Reopening an incident -- Reopen a resolved incident from the incident's resolution notification email or from the incident form in Incident Management to further investigate an issue that is still impacting you.
        • Incident standard ticket page -- The Incident standard ticket page in Service Portal shows the details of an incident and provides actions to resolve, close, or reopen it.
      • Managing major incidents -- A major incident (MI) significantly disrupts the business and requires a response beyond the routine incident management process. Major incidents follow a separate procedure with shorter timescales and higher priority to speed up resolution for incidents with high business impact.
        • Major Incident Management process -- A major incident is a highest-impact, highest-urgency incident that affects many users, depriving the business of one or more crucial services. The urgency of the situation requires a well-coordinated response process to accelerate the resolution and minimize the business impact.
        • Major Incident Management plugins -- You can activate the Major Incident Management plugins if you have the admin role.
          • Activate Major Incident Management -- You can activate the Incident Management - Major Incident Management plugin (com.snc.incident.mim) if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.
        • Quick start tests for Major Incident Management -- Validate that Major Incident Management still works after you make any configuration change such as apply an upgrade or develop an application. Copy and customize these quick start tests to pass when using your instance-specific data.
        • Create trigger rules for major incidents -- Create trigger rules to define the conditions under which a trigger action is executed. You can create major incident trigger rules to define the conditions under which an incident is automatically considered as a major incident candidate.
        • Working on major incident management -- Major incident management includes creating major incidents in different ways, rejecting major incident candidates, and demoting or closing major incidents.
          • Create a major incident candidate -- Create a major incident candidate so that the major incident manager can evaluate it and decide whether to promote it to a major incident.
          • Create a major incident -- Create a major incident directly, or review major incident candidates and promote them to major incidents.
          • Major incident assignment -- When an incident is proposed as a major incident candidate or promoted to a major incident, it's automatically assigned to the major incident management group that a system property defines. The assigned group works on the major incident and resolves it.
          • Accept or reject a major incident candidate -- When an incident is proposed as a major incident candidate, a major incident manager can accept or reject the candidate. The manager accepts a candidate as a major incident if the incident requires accelerated resolution.
          • Associate multiple incidents with a major incident -- You can associate one or more incidents with a major incident using the Actions menu.
          • Reject major incident candidates -- Reject one or more major incident candidates at once from the Actions menu when they don't qualify as major incidents, and provide a rejection reason.
          • Demote a major incident -- Demote an incorrectly evaluated major incident, even after it is accepted. The incident is then handled as a regular incident.
          • Close a major incident -- Close a major incident manually after you validate the resolution and the major incident is in the Resolved state.
          • View major incident information on the Incident form -- View major incident details on the Major Incident and Post Incident Report tabs, which appear on the Incident form when an incident enters the major incident life cycle.
        • Major incident workbench -- The major incident workbench is a single-pane view for major incident managers, communication managers, and resolver groups. It aggregates actionable information to help these users manage major incidents.
        • Legacy: Major incident overview dashboard -- The Major Incident Overview module provides two versions of the Performance Analytics (PA) dashboard for reviewing major incident information at a glance.
      • Incident reporting -- Service desk and other IT managers can use dashboards and reports to monitor and track incident status and service levels.
        • Legacy: Incident Management Platform Analytics Solutions -- Platform Analytics Solutions and in-form analytics contain preconfigured dashboards. These dashboards contain actionable data visualizations that help you improve your business processes and practices.
        • Legacy: Incident SLA Management Platform Analytics Solutions -- Platform Analytics Solutions contain preconfigured dashboards. These dashboards contain actionable data visualizations that help you improve your business processes and practices.
          • Legacy: Incident SLA Management dashboard -- See how well the incidents that are subject to a Service Level Agreement meet the deadlines of those SLAs.
          • Legacy: Overdue by State dashboard -- This dashboard lets you see incidents that are overdue according to an SLA, divided by the New, In Progress, and On Hold states.
          • Legacy: Overdue by Age dashboard -- This dashboard lets you see incidents that are overdue according to an SLA, divided by age buckets. You can see the average age of the incidents, the average number of times they have been reassigned, and how long on average since the last update. You can also group them by standard breakdowns like Priority and Assignment Group.
          • Legacy: Overdue Reports dashboard -- See the currently open incidents that are subject to an SLA. You can view a list of the incidents or see how they break down in a heatmap or a pivot table.
      • Agentic AI -- Use the ITSM Incident Management agentic workflows to manage, resolve and close incidents and incident tasks autonomously.
      • Reference -- Reference sections provide additional information about components installed with Incident Management.
        • Domain separation and Incident Management -- Domain separation is supported in Incident Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
        • Incident Management data model -- The Incident Management data model diagram shows the relationships between the tables within the application and provides an overall picture of how the Incident Management application operates.
        • Incident Management plugins -- Many of the Incident Management plugins are activated in the base system. You can activate the others when you're ready to use them. Some plugins include demo data.
          • Incident Management Best Practice – San Diego -- The Incident Management Best Practice – San Diego plugin (com.snc.best_practice.incident.sandiego) enhances integration and workflows for incidents and problems. You can use it to update agents and callers on the progress of a reported incident or problem.
            • Activate Incident Management Best Practice – San Diego -- Activate the Incident Management Best Practice – San Diego plugin (com.snc.best_practice.incident.sandiego) if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.
          • Activate Incident -- You can activate the Incident plugin (com.snc.incident) if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.
          • Request Incident Management — Core -- Request the Incident Management — Core plugin (com.snc.incident_management), which provides the incident state model. The plugin includes demo data and activates related plugins if they are not already active.
          • Request ITSM Roles — Incident Management -- Request the ITSM Roles plugin (com.snc.itsm.roles) to activate the ITSM Roles — Incident Management plugin (com.snc.itsm.roles.incident_management) to gain more control over the access that different service desk agents, technicians, and managers have within your Incident Management process.
          • Activate Business Stakeholder -- Activate the Business Stakeholder plugin (com.snc.business_stakeholder) if you have an admin role. This plugin installs the Business Stakeholder role. Users with this role can view and approve records at all ITSM product levels.
          • Activate KCS Integration for Incident Management -- Activate the KCS Integration for Incident Management plugin (com.snc.incident.knowledge) if you have the admin role. This plugin provides integration of Incident Management with the Advanced Knowledge Management features.
          • Activate Incident Management Notification -- You can activate the Incident Management Notification plugin (com.snc.incident_notification) if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.
          • Activate Incident Updates -- You can activate the Incident Updates plugin (com.snc.incident.updates) to receive incident notification updates if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.
          • Activate Incident Management — ATF Tests -- You can activate the Incident Management — ATF Tests plugin (com.snc.incident.atf) if you have the admin role. The plugin delivers Automated Test Framework (ATF) tests for Incident Management. This plugin includes demo data.
        • Enhanced security model features -- Help prevent unauthorized access to incident-related tables using Deny-Unless access control lists (ACLs). A Deny-Unless authentication ACL restricts access for a non-authenticated user.
        • Incident Management integrations -- Incident Management integrations connect your incident response process with other tools so you can automate incident handling and address specific challenges directly.
          • Incident Management integration with Universal Request -- Incident Management integrates with Universal Request so users can get incident-related services through a single service desk.
            • Request Universal Request integration for Incident Management -- To activate the integration between Incident Management and Universal Request, request the Universal Request: Integration for Incident management plugin (com.snc.incident.universal_request) through the Now Support Customer Service system. This plugin includes demo data and activates related plugins if they are not already active.
            • Create an incident from Universal Request -- Create an incident from a universal request record to restore service to a customer as soon as possible. After creating the incident record, you can investigate potential solutions.
            • Transfer an incident -- Transfer an incident back to the Universal Request queue or to another department, with or without a resolution. If the issue isn't related to an incident, transfer it without a resolution to the relevant department or service.
            • Create an associated ticket from an incident -- Create an associated ticket for another relevant department from an incident (primary ticket) when you realize that the issue can be resolved in that department.
            • Manage associated incidents -- As a requester, resolve, reopen, or close an incident from the Incident Actions widget on a universal request record. The widget is available only when an incident is the primary task of the universal request.
            • Customize fields copied from Universal Request to incident -- Customize which fields are automatically copied from a universal request to an associated incident record. This eliminates manual data entry each time you create an incident.
            • Restrict access to an incident -- Restrict access to an incident that contains sensitive information so that only authorized agents can access it.
        • Incident Management glossary -- Definitions of the terms and concepts used in Incident Management, grouped alphabetically.
          • A -- Definitions of the terms and concepts used in Incident Management, grouped alphabetically.
            • Awaiting caller -- Definitions of the terms and concepts used in Incident Management, grouped alphabetically.
          • B -- Definitions of the terms and concepts used in Incident Management, grouped alphabetically.
            • Breached incident -- Definitions of the terms and concepts used in Incident Management, grouped alphabetically.
          • C -- Definitions of the terms and concepts used in Incident Management, grouped alphabetically.
            • Child incident -- Definitions of the terms and concepts used in Incident Management, grouped alphabetically.
            • Closed Incomplete -- Definitions of the terms and concepts used in Incident Management, grouped alphabetically.
            • Closed Skipped -- Definitions of the terms and concepts used in Incident Management, grouped alphabetically.
            • Communication plan -- Definitions of the terms and concepts used in Incident Management, grouped alphabetically.
            • Communication task -- Definitions of the terms and concepts used in Incident Management, grouped alphabetically.
          • D -- Definitions of the terms and concepts used in Incident Management, grouped alphabetically.
            • Deny-Unless ACL -- Definitions of the terms and concepts used in Incident Management, grouped alphabetically.
          • I -- Definitions of the terms and concepts used in Incident Management, grouped alphabetically.
            • Incident -- Definitions of the terms and concepts used in Incident Management, grouped alphabetically.
            • Incident at risk -- Definitions of the terms and concepts used in Incident Management, grouped alphabetically.
            • Incident state model -- Definitions of the terms and concepts used in Incident Management, grouped alphabetically.
            • Incident task -- Definitions of the terms and concepts used in Incident Management, grouped alphabetically.
            • Incident template -- Definitions of the terms and concepts used in Incident Management, grouped alphabetically.
            • Incident ticketing integration -- Definitions of the terms and concepts used in Incident Management, grouped alphabetically.
            • ITSM Mobile Agent -- Definitions of the terms and concepts used in Incident Management, grouped alphabetically.
          • K -- Definitions of the terms and concepts used in Incident Management, grouped alphabetically.
            • Known Error -- Definitions of the terms and concepts used in Incident Management, grouped alphabetically.
          • M -- Definitions of the terms and concepts used in Incident Management, grouped alphabetically.
            • Major incident -- Definitions of the terms and concepts used in Incident Management, grouped alphabetically.
            • Major incident candidate -- Definitions of the terms and concepts used in Incident Management, grouped alphabetically.
            • Major incident manager -- Definitions of the terms and concepts used in Incident Management, grouped alphabetically.
            • Major incident trigger rule -- Definitions of the terms and concepts used in Incident Management, grouped alphabetically.
            • Major incident workbench -- Definitions of the terms and concepts used in Incident Management, grouped alphabetically.
          • O -- Definitions of the terms and concepts used in Incident Management, grouped alphabetically.
            • On hold reason -- Definitions of the terms and concepts used in Incident Management, grouped alphabetically.
          • P -- Definitions of the terms and concepts used in Incident Management, grouped alphabetically.
            • Parent incident -- Definitions of the terms and concepts used in Incident Management, grouped alphabetically.
            • Post incident report -- Definitions of the terms and concepts used in Incident Management, grouped alphabetically.
          • R -- Definitions of the terms and concepts used in Incident Management, grouped alphabetically.
            • Record producer -- Definitions of the terms and concepts used in Incident Management, grouped alphabetically.
          • W -- Definitions of the terms and concepts used in Incident Management, grouped alphabetically.
    • ITSM MCP Server -- Connect an AI-enabled Model Context Protocol (MCP) client application to your ServiceNow environment using the ITSM MCP Server. This connection provides incident and change management for service desk agents and IT managers, and allows requesters to check and manage their own tickets.
      • Activate the ITSM MCP Server -- Activate the ITSM MCP Server to enable AI-driven incident management, change management, or employee experience on your ServiceNow instance.
        • Configure an AI agent as an MCP tool -- Enable an AI agent to be discoverable and accessible as an MCP tool by configuring authentication, communication mode, and third-party access settings.
        • Manage incidents -- Use the ITSM MCP Server to retrieve and update incident details, find similar incidents, and look up assignment groups. Ask complex multi-hop questions through an MCP client application such as Moveworks or Claude.
        • Manage change requests -- Use the ITSM MCP Server to create change requests, check their status, modify them, and approve or reject them. Interact through an MCP client application such as Moveworks or Claude.
        • Manage request items -- Use the ITSM MCP Server to create incidents, check the status of your own incidents and requested items, and escalate incidents. Add comments through an MCP client application such as Moveworks or Claude.
        • Manage on-call schedule -- Use the ITSM MCP Server to find out who is on call, check your next on-call shift, and request time off. Manage your on-call schedule through an MCP client application such as Moveworks or Claude.
      • MCP Server tools -- Reference for all tools available in the ITSM MCP Server, organized by functional area: incident management, change management, and employee experience.
    • ITSM Mobile Agent -- The ServiceNow ITSM Mobile Agent app delivers base system mobile-first experiences that help IT agents triage, act on, and resolve incidents on the go.
    • ITSM Success Dashboard indicators -- ITSM Success Dashboard indicators help IT leaders and process owners measure ITSM performance using ServiceNow KPIs.
    • ITSM Virtual Agent -- You can use ITSM Virtual Agent to support and scale your IT organization. With ITSM Virtual Agent, your technicians can address more challenging IT-related user requests and incidents.
    • ITSM Virtual Agent Lite -- Access a pre-built subset of ITSM Virtual Agent features to quickly and easily implement a virtual agent for your end users. ITSM Virtual Agent Lite offers an introductory collection of conversation topics for IT support.
      • Setting up -- Setup ITSM Virtual Agent Lite using to use the read-only, pre-built conversation topics for your most common ITSM self-service cases. For example, you can connect your users with a virtual agent to check ticket status, search the knowledge base, and report an issue.
        • Prebuilt topics -- ITSM Virtual Agent Lite includes several prebuilt, read-only topic conversations you can use to set up a virtual agent for your end users.
    • L1 IT Service Desk AI Specialist -- The L1 IT Service Desk AI Specialist is an autonomous worker, with pre-built skills and AI agents, that is assigned to teams to investigate and resolve incidents end-to-end.
      • Explore -- The L1 IT Service Desk AI Specialist uses AI agents to accomplish bigger tasks, such as task triage or updating customers with solutions that worked for similar issues. Unlike AI agents that automate specific business tasks, the L1 IT Service Desk AI Specialist is designed to perform many relevant tasks to function like a member of your team.
        • Autonomous vs. supervised -- Autonomous and supervised execution modes control how independently a L1 IT Service Desk AI Specialist acts when handling incidents. Use this information to choose the right mode for your use cases.
        • Domain separation and L1 IT Service Desk AI Specialist -- If any conkeyrefs are broken, re-add them from the doc/source/reuse/domain-separation/domain-separation-overview.dita file.In the short description, edit the first sentence to state whether domain separation is supported or not and add the application name. Keep the conkeyref at the end that describes domain separation.Domain separation is unsupported for L1 IT Service Desk AI Specialist.
        • Quality assessment skill -- The AI Quality Assessment skill evaluates the work captured in a coaching assessment against the rubric defined on the coaching opportunity.
        • Catalog auto submission -- When the L1 IT Service Desk AI Specialist drafts or submits catalog requests with required variables, it uses the variable collection mechanism to collect the information needed to complete the request.
        • Cross-group reassignment -- Cross-group reassignment lets the L1 IT Service Desk AI Specialist act when a different assignment group usually resolves incidents like the one it is working on. Learn how the Off, Recommend only, and On settings work, and what happens to the incident.
      • Configure -- Configure the name, skills, assignment groups, roles, language proficiencies, and tasks of the L1 IT Service Desk AI Specialist.
        • Assign the Service Desk Manager role -- Assign the Service Desk Manager [sn_itsm_common.sn_service_desk_manager] role to add the L1 IT Service Desk AI Specialist to your team (assignment group) to help with incident resolution.
        • Configure basic details -- Customize the name, profile icon, department, and description of your L1 IT Service Desk AI Specialist to match your organization's specifications.
        • Configure profile settings -- Modify the profile of the L1 IT Service Desk AI Specialist to set its assignment groups, roles, and language proficiencies.
        • Configure task settings -- Select tasks that the L1 IT Service Desk AI Specialist is capable of.
          • Task settings -- Select tasks that the L1 IT Service Desk AI Specialist is capable of.
        • Configure routing criteria -- Add, edit, and delete the routing criteria that determine which incidents the L1 IT Service Desk AI Specialist handles.
        • Test the L1 Service Desk AI Specialist -- Test your L1 IT Service Desk AI Specialist on a single record to preview how it works, and verify that it matches your intentions.
        • Assigning work to the L1 IT Service Desk AI Specialist -- Assign work to the L1 IT Service Desk AI Specialist in one of three ways, depending on your current work assignment procedures.
          • Manually assign work -- Assign work to the L1 IT Service Desk AI Specialist in one of three ways, depending on your current work assignment procedures.
          • Assignment rules -- Assign work to the L1 IT Service Desk AI Specialist in one of three ways, depending on your current work assignment procedures.
          • AWA -- Assign work to the L1 IT Service Desk AI Specialist in one of three ways, depending on your current work assignment procedures.
        • Data policy and SDM access -- Verify that the data policy and role configuration for coaching assessments are active in your instance. These settings control access to coaching opportunity records and give Service Desk Managers read access to quality assessments.
      • Use -- The L1 IT Service Desk AI Specialist is assigned to teams to investigate and resolve incidents end-to-end like a member of your team.
        • Add the L1 Service Desk AI Specialist to a team -- Add the L1 IT Service Desk AI Specialist to your team or user assignment group.
        • View the performance -- Review performance analytics for the L1 IT Service Desk AI Specialist to track task execution success. You can use analytics to help make choices to tune the L1 IT Service Desk AI Specialist to suit your exact business needs.
          • Performance overview -- The performance overview provides graphical representations in percentages to measure the overall effectiveness of the l1 service desk AI specialist in resolving incidents from various categories. Track how many incidents the AI specialist is handling, how quickly they are resolved, and how often incidents get reassigned.
          • Quality view -- Review how the AI Specialist measures up in each quality area.
          • Detailed view -- The detailed view of L1 IT Service Desk AI Specialist performance breaks down incident outcomes, reassignment reasons, and average exchanges by service or category. Use this view to identify which services need the most attention and how closely proposed solutions align with actual resolutions.
          • Value and feedback -- The Value and feedback tab helps you assess the impact and user satisfaction of the L1 IT Service Desk AI Specialist by tracking adoption trends, customer sentiment, and direct user feedback.
          • KB article tab -- See which articles are retrieved, cited in responses, or left unused. Identify which content is driving successful resolutions and where gaps exist.
          • Catalog tab -- See which catalog items the L1 IT Service Desk AI Specialist drafts requests from, how many of those requests get submitted, and where drafts are abandoned, cancelled, or reassigned to a human agent.
        • View the activity of the L1 IT Service Desk AI Specialist -- View the task execution history of the L1 IT Service Desk AI Specialist to track where and when it is planning and attempting executions. You can also give feedback on its performance.
        • Enable a DEX remedial action for L1 IT Service Desk AI Specialist -- Add the sn_dex.ai_user role to a Digital End-User Experience (DEX) remedial action so the L1 IT Service Desk AI Specialist can automatically trigger it when a device issue is detected.
        • Employee consent for device remedial actions -- The L1 IT Service Desk AI Specialist prompts employees to approve or decline device remedial actions in real time through incident activity stream.
        • Deactivate the L1 Service Desk AI Specialist -- Deactivate the L1 IT Service Desk AI Specialist so that it no longer acts on records and lists.
        • View abandoned draft catalog request rates -- Monitor the abandonment rate of unsubmitted draft catalog requests created by the L1 IT Service Desk AI Specialist but not submitted by requesters within a specified retention period.
        • Request cancellation -- When an incident is escalated to a human agent, the L1 IT Service Desk AI Specialist automatically cancels any catalog request it created for that incident, to prevent unnecessary fulfillment work.
      • Reference -- Reference for L1 IT Service Desk AI Specialist provides additional information about related properties and roles.
        • Service Desk Manager role -- The IT Service Management for AI Agent Collection plugin[sn_itsm_aia] installs Service Desk Manager and AI Worker roles when activated.
        • Catalog request states -- States and resolution codes for incidents and catalog requests that the L1 IT Service Desk AI Specialist drafts or submits.
        • Incident service and category prediction -- The incident service and category prediction capability is used by the L1 IT Service Desk AI Specialist to effectively triage, categorize and resolve incidents.
    • Machine learning solutions for IT Service Management -- Machine learning in IT service management helps to enhance business scalability and improve business operations for organizations.
      • Request Predictive Intelligence for Incident Management -- Activate Predictive Intelligence for Incident Management by requesting the Predictive Intelligence for Incident Management plugin (com.snc.incident.ml_solution) through the Now Support Service Catalog.
      • Activate Predictive Intelligence for MIM -- Activate Predictive Intelligence for Major Incident Management by requesting the Predictive Intelligence for Major Incident Management plugin (com.snc.incident.mim.ml_solution) through the Now Support Service Catalog.
      • Predictive Intelligence for Incident Management -- Use your instance records to build classification and similarity solutions for Incident Management.
      • Request Predictive Intelligence for Incident -- To activate Predictive Intelligence for Incident, request the Predictive Intelligence for Incident plugin (com.snc.incident.ml) through the Now Support Customer Service system. This plugin activates related plugins if they are not already active.
        • Predictive Intelligence for Incident -- Use your instance records to build Incident Management -specific solutions that recommend similar open problems and change requests to link to an incident.
    • On-Call Scheduling -- The On-Call Scheduling application identifies the assigned and available member of a support group, for example, when assigning an incident.
    • Platform Analytics ITSM Dashboards -- The ITSM Dashboards content pack provides several Platform Analytics Solutions that contain preconfigured dashboards. This content pack also includes several dashboards and indicators of its own. These dashboards contain actionable data visualizations that help you improve your business processes and practices.
      • IT Agent dashboard for Service Operations Workspace -- The dashboard displays the closed incidents that belong to you and your assignment groups through personalized metric visualizations.
      • Platform Analytics KPIs and dashboards -- Use the dashboards to monitor the operational KPIs and identify areas for improvement, optimize processes, to achieve their strategic goals.
        • Incident management dashboard -- Dashboard providing a view into process metrics related to Open and Closed incidents.
        • Major incident dashboard -- Dashboard providing a view into the process and communication related metrics for Open and Closed major incidents.
        • Change dashboard -- Dashboard providing a view into Change request workflow with metrics around successful and failed Change Request for different Change models and types.
        • Request dashboard -- Dashboard providing a view into process metrics related to Open and Closed Requested items.
        • Service Catalog dashboard -- Dashboard providing a view into metrics for catalog items.
        • Interaction dashboard -- Dashboard with distribution and process metrics for Interaction.
        • Problem dashboard -- Dashboard providing a view into Problem Management related metrics for Open and Closed Problem records.
        • On-call dashboard -- Dashboard providing view into the performance of On-call Escalations handled by the team.
      • Legacy: Performance Analytics ITSM Dashboards -- The ITSM Dashboards content pack provides several Platform Analytics Solutions that contain preconfigured dashboards. This content pack also includes several dashboards and indicators of its own. These dashboards contain actionable data visualizations that help you improve your business processes and practices.
        • Legacy: IT Executive dashboard -- See a high-level view across all of ITSM.
        • Legacy: IT Manager dashboard -- Follow the daily and weekly progress of incidents, problems, and requests for your assignment groups.
        • Legacy: IT Agent dashboard -- View the open incidents, problems, and requests that belong to you and your assignment groups through personalized reports. You can also see which incidents that belong to your assignment groups exceed the Spotlight threshold.
    • Problem Management -- The ServiceNow Problem Management application helps you identify the cause of errors in the IT infrastructure that are reported as occurrences of related incidents.
      • Exploring Problem Management -- Problem Management supports the ITIL process used to find and fix the root cause of issues that result in incidents. You can record problems, associate incidents, and assign them to the appropriate groups. You can document and communicate known errors and initiate actions to resolve the situation.
        • Problem Management process -- Within the platform, problems are handled using the task record system. Each problem is generated as a task record through various means, and is populated with the pertinent information. These tasks are assigned to Problem Management team members to resolve and then close.
          • Life cycle of a problem -- Problem Management is responsible for managing the life cycle of underlying problems. State transition of a problem guides you through the stages of a problem life cycle, from creation to closure.
          • Life cycle of a problem task -- A problem task is the smallest unit of work that you should perform to complete a problem. State transition of a problem task guides you through the stages of a problem task life cycle, from creation to closure.
        • Problem Management models -- You can use Problem Management models to tailor processes for specific use cases.
      • Configuring Problem Management -- Create or redesign problem form layouts to align them with the business process workflow of your organization. Categorize problems for monitoring and reporting. Use data lookup and assignment rules to automatically assign a task to a user or group based on predefined conditions.
        • Migration Utility -- The Problem Management Migration Utility, available in the ServiceNow Store, is a guided setup application that helps you upgrade to adopt the base version of Problem Management using the guided problem life cycle.
          • Introducing activities for migration -- The Introduction activity helps you to understand the purpose of the migration utility.
          • Preparing for migration -- You can prepare your instance for migration before you start the migration activity.
          • Migration job -- Get your instance ready for the Problem Management Best Practice — Madrid — State Model plugin (com.snc.best_practice.problem.madrid.state_model) and so you can update your existing records with the new states.
            • Resolve blocking modifications -- Blocking modifications that are detected in your instance are not compatible with the problem state model and you must resolve them before you activate the Problem Management Best Practice — Madrid — State Model plugin.
            • Review warning modifications -- Warning modifications do not block the Problem Management Best Practice — Madrid — State Model plugin from being activated.
            • Map problem states -- Define how problem records are updated when you migrate the records.
            • Map problem task states -- Define how problem task records are updated when you migrate the records.
            • Activate Problem Management Best Practice — Madrid — State Model -- You can activate the Problem Management Best Practice — Madrid — State Model plugin (com.snc.best_practice.problem.madrid.state_model) on your instance using the Problem Management Migration Utility store app.
            • Prepare base plugins -- Prepare to restore the base functionality that is required for the problem state model you have modified.
            • Restore base plugins -- Repair the plugins in the specified order to restore the base functionality that is required for the problem state model.
            • Resolve blocking and warning modifications -- Resolve any blocking modifications and resolve or verify any warning modifications that are detected on your instance.
            • Migrate active records -- Migrate active records to apply the new mappings to your active problem and problem task records.
            • Migrate inactive records -- Migrate inactive records to apply the new mappings to all the remaining problem and problem task records.
            • Migrated -- You have successfully activated the Problem Management Best Practice - Madrid - State Model plugin and updated your problem and problem task records to the new best practice states.
            • Modifications -- A modification is any alteration such as addition, deletion, or update that you carry out on Problem Management. If you have made significant modifications, you will need to review and resolve some possible blocking modifications.
          • Activities to clean up after migration -- After you complete your main migration, you must do some manual clean-up to make your instance similar to the base version of problem management.
            • Update dashboard overview -- When you activate the problem state model, you need to update the overview dashboard to use the new states.
        • Problem Management plugins -- Many of the Problem Management plugins are activated in the base system. Others, you can activate when you are ready to use them. Some plugins include demo data.
        • Configure the problem form -- Configure the problem form layout to conform to the workflow and the process of your organization. Add, remove, and customize fields and related lists, create problem categories, and modify links as needed.
          • Configure the problem form layout -- Configure the problem form so the information it collects is relevant to your organization's processes. You can easily modify the form to show only the fields, related lists, and other elements that you need.
          • Add a field in the assess mandatory field dialog -- Add the mandatory fields necessary to move a problem or a problem task record from the New state to the Assess state in the assess dialog form. If you miss filling any of the fields, you can always fill those in the assess dialog form.
          • Redesign the problem form -- The form designer allows you to customize elements in the problem form to create different form views, display a field navigator, or provide field properties.
          • Configure problem categories -- Configure problem categories to provide a refined way of monitoring and reporting problems. Add to or remove category and subcategory choices from the list of problem categories or subcategories.
        • Define an assignment rule for problems -- After a problem is logged, it must be assigned to the appropriate group or individual to handle the problem. You can define assignment rules to automate the assignment process.
        • Categorize a problem as a major problem -- You can prioritize a problem and highlight that it needs a review.
        • Enable Problem Management models -- Enable the Problem Management models system property so that you can create and use custom models.
        • Create a problem model -- Create custom Problem Management models with states and transitions tailored to your use cases.
        • Create a problem task model -- Create custom Problem Management models with states and transitions tailored to your use cases.
        • Applying CSDM guidelines to Problem Management -- Problem Management helps identify the cause of an error in the IT infrastructure, reported as occurrences of related incidents. The goal of this product view is to help you to understand how Problem Management key entities work with the core CSDM framework.
      • Managing Problems -- Understand how Problem and Problem task is created, assessed, investigated, and fixed in a Problem or Problem task states.
        • Create a problem -- A problem is a cause of one or more incidents. Create a problem to identify the root cause of the incidents and try to prevent them from happening again.
          • Create a problem (legacy) -- A problem is a cause of one or more incidents. Create a problem to identify the root cause of the incidents and try to prevent them from happening again.
        • Assess a problem -- Assess a problem to determine whether the problem requires a thorough investigation.
        • Add multiple incidents to a problem -- Add multiple incidents to a problem to avoid creating multiple problems for incidents that have the same issue.
        • Associate CIs with Problem -- Associate multiple affected or impacted configuration items (CIs) to a problem to find out all the CIs that are affected by the same problem.
        • Investigate root cause of a problem -- Identify the root cause of the problem to analyze, track, and resolve recurring incidents permanently.
        • Resolve and complete a problem -- Resolve the issue and add detailed note of the resolution for future reference.
        • Create change request from a problem -- After you investigate and perform a root cause analysis of the Problem, you can understand whether the Problem can be resolved or you should find a temporary workaround for the Problem. If the Problem can be resolved, implement the fix, or the resolution for the Problem.
        • Add multiple change requests to a problem -- Add multiple change requests to a problem to capture all the requests that you need to implement to fix the problem.
        • Create a problem task -- Problem tasks are how the problem coordinator asks subject matter experts for help with identifying the root cause and proposed fix for a problem. Divide the problem into multiple problem tasks to help with the investigation. You can assign the problem tasks to different assignment groups or users.
        • Assess a problem task -- Assess a problem task to determine the feasibility of working on the task.
        • Complete a problem task -- Resolve and complete the problem task.
        • Resolve related incidents from a problem -- After you consider a problem to be resolved, the incidents related to the problem with the state On Hold may be resolved using a UI action from the Problem form.
      • Communicating the outcome of a problem -- Document the cause and resolution of a problem to resolve incoming incidents quickly and avoid further problems to be raised on the same issue.
        • Communicate workaround for Problem -- Document and communicate workaround to let others know that you are aware of the issue. The workaround is a temporary way to restore service failures and lessen the impact of a Problem for which an actual resolution is not yet available.
          • Communicate workaround (legacy) -- Document and communicate workaround to let others know that you are aware of the issue. The workaround is a temporary way to restore service failures and lessen the impact of a Problem for which an actual resolution is not yet available.
        • Communicate a fix -- After you have completed root cause analysis of a problem and have come up with a resolution or fix for that problem, submit change requests to get the problem fixed. Documenting and communicating fix helps user to know the solution to a problem.
        • Knowledge articles from problems -- Knowledge bases house the information an organization wants to keep and share. The Problem form includes four options for creating knowledge and communicating information.
          • Use the knowledge check box -- As with incidents, problems often generate information that may be needed in the future. The system can automatically submit a knowledge article when a problem is closed.
        • Create a known error article -- Create known error articles as reference material. The known error articles document the root cause and the workaround of the problem to help with deflecting incidents.
        • Post knowledge -- You can create a knowledge article from the problem immediately, and not wait for when the problem is closed.
      • Legacy: Problem Management Platform Analytics Solutions -- Platform Analytics Solutions and in-form analytics contain preconfigured dashboards. These dashboards contain actionable data visualizations that help you improve your business processes and practices.
      • Reference section for Problem Management -- Reference topics provides field descriptions of various forms.
    • Release Management -- The ServiceNow Release Management v2 application encompasses the planning, design, build, configuration, and testing of hardware and software releases to create a defined set of release components.
      • Activate Release Management -- Activate the Release Management plugin (com.snc.release_management_v2) with the admin role.
      • Business stakeholder role for Release Management -- Use the business stakeholder role to read and retrieve data from any table of the Release Management application to generate reports.
      • Domain separation in Release Management -- This is an overview of domain separation and Release Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
      • Release Management concepts -- The Release Management application encompasses the planning, design, build, configuration, and testing of hardware and software releases to create a defined set of release components.
      • Using Release Management v2 -- The Release Management v2 plugin (com.snc.release_management_v2) provides release tables which store information about the planned release and tasks that are required to execute the release.
      • Software control distribution -- The application enables the Release Management team to control the distribution of software by creating a Definitive Media Library (DML) stored in the CMDB.
    • Request Management -- Request Management allows employees to submit requests for services, products, or information through a self-service portal. It streamlines fulfillment workflows, reduces manual effort, and improves visibility into request status for both users and agents.
      • Explore -- Request Management allows catalog items to be requested and fulfilled based on defined flows.
        • Request Management architecture -- Request Management defines the data model and processing flow for catalog item requests, from cart creation through record fulfillment.
      • Configure -- Configure Request Management to enable the agents to efficiently manage multiple incidents, catalog requests, and catalog tasks.
        • Define filters for My Requests -- Define request filters to filter incidents, requests, or tasks under the Self-Service My Requests module in ServiceNow AI Platform, the My Requests widget in Service Portal, and the My Requests applet in the Now Mobile app.
        • Delegated request experience -- You can request a catalog item on behalf of another user or multiple users using the Requested For variable.
        • Service Catalog request fulfillment -- When a user orders a catalog item, a request is created that follows a fulfillment process. A fulfillment process defines the steps to request approval, assign fulfillment tasks, and fulfill requests. Workflow Studio flows, workflows, or execution plans are used to define fulfillment processes.
          • Service catalog workflows -- Two service catalog workflows are provided in the base system. Use the Graphical Workflow Editor to modify the default workflows or to create additional service catalog workflows. Service catalog workflows support domain separation.
            • Create a catalog workflow -- Create service catalog workflows when the default workflows are not appropriate for a fulfillment process.
            • Add an activity to a catalog workflow -- You can add activities to a workflow to perform tasks such as running a script, sending notifications, or requesting approvals. Activities can succeed or fail, which can result in actions performed by other activities.
            • Publish a catalog workflow -- Publish the catalog workflow to make it available for use in the system.
          • Execution Plans -- An execution plan describes how a catalog item is procured, configured, and installed.
            • Create an execution plan -- Administrators and catalog administrators can create and manage execution plans and the associated variable tasks.
            • Execution plan tasks -- An execution plan contains one or more execution plan tasks, such as for obtaining approval. Execution plan tasks are assigned to a fulfillment group.
              • Set up an execution plan approval task -- An execution plan contains one or more execution plan tasks, such as for obtaining approval. Execution plan tasks are assigned to a fulfillment group.
              • Set up a fulfillment group -- An execution plan contains one or more execution plan tasks, such as for obtaining approval. Execution plan tasks are assigned to a fulfillment group.
              • Delivery information for tasks -- An execution plan contains one or more execution plan tasks, such as for obtaining approval. Execution plan tasks are assigned to a fulfillment group.
              • Skipped tasks -- An execution plan contains one or more execution plan tasks, such as for obtaining approval. Execution plan tasks are assigned to a fulfillment group.
            • Creating execution plan tasks -- An execution plan contains one or more task templates. Each task template defines work that can be completed by a specific fulfillment group.
              • Define task templates -- An execution plan contains one or more task templates. Each task template defines work that can be completed by a specific fulfillment group.
              • Conditions to run execution plan tasks -- An execution plan contains one or more task templates. Each task template defines work that can be completed by a specific fulfillment group.
              • Condition scripts to run tasks -- An execution plan contains one or more task templates. Each task template defines work that can be completed by a specific fulfillment group.
            • Service catalog execution plans -- Service catalog enables you to associate execution plans with catalog items.
            • Using execution plan scripts -- Each Service Catalog catalog item has an associated execution plan, used whenever an item of that type is ordered; if no plan is specified, the default plan is used. This default is effective for most organizations, but your execution plan may need to vary based on additional criteria.
              • Limitations -- Each Service Catalog catalog item has an associated execution plan, used whenever an item of that type is ordered; if no plan is specified, the default plan is used. This default is effective for most organizations, but your execution plan may need to vary based on additional criteria.
              • Writing the scripts -- Each Service Catalog catalog item has an associated execution plan, used whenever an item of that type is ordered; if no plan is specified, the default plan is used. This default is effective for most organizations, but your execution plan may need to vary based on additional criteria.
              • Add a catalog item script -- Each Service Catalog catalog item has an associated execution plan, used whenever an item of that type is ordered; if no plan is specified, the default plan is used. This default is effective for most organizations, but your execution plan may need to vary based on additional criteria.
              • Script an execution plan approval -- Each Service Catalog catalog item has an associated execution plan, used whenever an item of that type is ordered; if no plan is specified, the default plan is used. This default is effective for most organizations, but your execution plan may need to vary based on additional criteria.
          • Service Catalog checkout models -- The service catalog defaults to one-step checkout model, but also allows two-step checkout. Administrators and users with the catalog_admin role can enable and configure the two-step checkout model and control how the delivery address is populated.
            • Enable the two-step checkout process -- The service catalog defaults to one-step checkout model, but also allows two-step checkout. Administrators and users with the catalog_admin role can enable and configure the two-step checkout model and control how the delivery address is populated.
            • Specify requester location -- The service catalog defaults to one-step checkout model, but also allows two-step checkout. Administrators and users with the catalog_admin role can enable and configure the two-step checkout model and control how the delivery address is populated.
          • Create a catalog request from another flow -- You can create a catalog request to join the Service Catalog flow from a different flow. For example, from an incident flow, you can create a request, and associate the request with the incident. It helps you in tracking the requests associated with an incident and vice versa.
          • Configure a parent mapping for a request -- You can configure a mapping that specifies the association between the parent record and the request record.
          • State closure in the request fulfillment execution plan -- The state closure in the request fulfillment process of a catalog item depends on the status of the associated catalog tasks, request items, and the request. It is applicable only for execution flows.
          • View request notifications -- View request notifications that are sent during specific events in a catalog request life cycle. These notifications are sent to various recipients including the Employee Center and ITIL users.
        • Request Management integration with Universal Request -- Integration of Request Management with the Universal Request application extends the capabilities of Universal Request and enables your employees and agents to create a universal request by submitting a request from a catalog item or record producer. This integration provides a consistent ticketing experience and facilitate inter-department request transfers.
          • Create a request from Universal Request -- As a routing agent, create a request from a universal request and then assign it to the appropriate assignment group. The request manager handles the requested items and takes further actions to fulfill the request.
          • Requested item state mapping -- Map your requested items states to the universal request (UR) states to provide a better user experience during the requested item state transition and to track the progress of the request.
          • Transfer a request to another department -- Transfer a request to another department with or without resolution to fulfill the request.
      • Using Request Management -- Request Management allows catalog items to be requested and fulfilled based on defined flows.
        • Create a catalog request in Agent Workspace -- You can create a catalog request in Agent Workspace to join the Service Catalog flow from a different flow. For example, from an incident flow, you can create a request, and associate the request with the incident. It helps you in tracking the requests associated with an incident and vice versa.
      • Reference -- Reference topics for Request Management.
        • Domain separation in Request Management -- This is an overview of domain separation in Request Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
        • Request ITSM Roles - Request Management -- Request the ITSM Roles plugin (com.snc.itsm.roles) to activate the ITSM Roles — Request Management plugin (com.snc.itsm.roles.request_management) to gain more control over the access that different service desk agents, technicians, and managers have within your Request Management process.
        • Activate Business Stakeholder -- Activate the Business Stakeholder plugin (com.snc.business_stakeholder) if you have an admin role. This plugin installs the Business Stakeholder role. Users with this role can view and approve records at all ITSM product levels.
    • Script includes and customization -- Many Script Includes are provided by default with the ITSM products. You can call existing script includes from a script or create your own script includes.
    • Service Builder -- Create and edit services and service offerings using the ServiceNow Service Builder application. Service Builder is an interactive, guided experience as you create and edit services and service offering details. Even though Service Builder is a feature of Service Portfolio Management, its plugin is part of the Digital Portfolio Management list of products in the ServiceNow Store.
      • Install -- You can install the Service Builder application (sn_service_builder) using the admin role. The application installs related plugins that aren’t already installed. It also installs the Service Builder components plugin to enable UI components for the product.
      • Roles installed with Service Builder -- Roles are added to Service Builder with the activation of ServiceNow Service Portfolio Management.
      • Service Builder approval flow -- As you create and edit services and service offerings in Service Builder, various states get assigned and change on the services' way to being published (approved). Administrators enable the standard approval flow and can even customize it using the subflow option in Workflow Studio.
      • Create a service -- Create a service in Service Builder to model, map, and document your own business and technology management services and offerings that relate to your data in Service Portfolio Management.
      • Create a service offering -- Create a service offering to define and view the products or applications that make up your service in Service Builder.
    • Service Level Management -- The ServiceNow Service Level Management (SLM) application helps to gather service requirements as well as monitor and report with regards to agreed service levels (SLAs).
      • Exploring Service Level Management -- Use Service Level Management across your organization to monitor and manage the quality of the services.
        • Service Level Management concepts -- The ServiceNow Service Level Management (SLM) application facilitates you to oversee and control the services within the organization.
        • Define a service contract -- A new table of SLA contracts is provided through the Service Level Management Service Contracts module. These contracts group together SLAs that relate to a single vendor or customer, as well as the CIs, locations, groups, users, and child contracts that are related to the contract.
        • Service Level Agreement (SLA) breakdown definitions -- Using SLA breakdown, the service owner or service desk manager can see detailed task ownership and SLA duration related data for any task SLA record associated with a task. This helps determine which teams and users are contributing to SLA compliance.
        • Service Level Agreement (SLA) processing -- The SLA engine performs two passes to evaluate SLA definitions and their conditions based on a task.
        • SLA timer -- Use the SLA timer component to track the amount of time that is required to complete the task as defined by the matching SLA definition.
      • Configuring Service Level Management -- You can configure various aspects of Service Level Management based on the specific requirements of your organization.
      • Using Service Level Management -- Use the Service Level Agreement (SLA) to define a set amount of time for a task to reach a certain condition, to ensure that incidents are closed or resolved according to the expectations set for customers.
      • Use agentic AI -- Use the ITSM Service Level Management agentic workflows to manage and complete tasks autonomously.
      • Service Level Management reference -- Reference sections provide additional information about components installed with Service Level Management.
        • Flows for SLA -- Use the flow actions to send SLA notifications when the duration specified in the SLA definition is crossed.
        • SLA notifications -- SLA sends notifications at certain events defined in the workflow.
        • SLA duration types -- You can select one of two SLA duration types to define the length of time within which a task must be completed before the SLA is breached.
        • Schedules within SLA -- Schedules within SLA enable you to define the time periods during which the SLAs accumulate business time.
        • SLA duration and schedules -- Schedules have an impact on the duration specified in an SLA definition.
        • Time zones in SLAs -- You can specify the geographical time zone that is used for schedule calculation.
        • SLA conditions -- SLA conditions determine when a task SLA record is attached, paused, resumed, reset, canceled, and completed.
        • SLA transitions -- SLA records pass through a series of transitions during processing.
        • SLA condition rules -- SLA condition rules control how the different conditions you define in an SLA definition are combined to determine whether an SLA should attach, pause, complete, reattach, or cancel.
          • SLAConditionBase script -- The SLAConditionBase script include implements the default SLA transitions.
          • SLAConditionSimple script -- The SLAConditionSimple script include provides an example modification of default SLA condition processing.
        • Service Level Agreement (SLA) process example -- As work is done on the relevant task, the SLA may change stage appropriately, depending on the information defined for that SLA in the relevant SLA definition.
        • Scheduled jobs for SLA -- SLA has default scheduled jobs to regularly refresh the time calculations on each active task SLA.
        • SLA timeline -- The SLA timeline is a feature of the Service Level Management application. The SLA timeline detail helps you understand the progress of an SLA. The timeline provides detailed insight to the task updates which triggered stage changes during the life cycle of a task SLA.
        • Service Level Agreement (Legacy) engines -- If you are on an earlier version of the SLA engine, you can upgrade to the 2011 engine to make use of the complete service level management functionality.
        • Task SLA table -- The Task SLA [task_sla] table stores Task SLA records for the SLAs attached to particular tasks.
        • Domain separation and Service Level Management -- Domain separation is supported in Service Level Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
        • Quick start tests for Service Level Management -- Validate that Service Level Management still works after you make any configuration change such as apply an upgrade or develop an application. Copy and customize these quick start tests to pass when using your instance-specific data.
        • Configure Service Level Agreement (SLA) properties -- You can configure the SLA engine, logging, and repair properties based on the requirements within your organization.
          • SLA engine properties -- You can configure the SLA engine, logging, and repair properties based on the requirements within your organization.
          • SLA logging properties -- You can configure the SLA engine, logging, and repair properties based on the requirements within your organization.
          • SLA repair properties -- You can configure the SLA engine, logging, and repair properties based on the requirements within your organization.
        • Migrate to service level management -- Migrate SLA processing from the escalations engine to use the service level management functionality.
    • Service Operations Workspace for ITSM -- ServiceNow Service Operations Workspace is a configurable workspace included in ITSM Professional and Enterprise subscriptions that provides a unified experience for multiple IT Service Management and IT Operations Management workflows. Configure your agent experience using the interface of Service Operations Workspace for ITSM.
    • Service Portfolio Management -- ServiceNow Service Portfolio Management enables you to improve your IT business operations and meet customer demands by documenting and managing your IT services using a standardized, structured format.
      • Explore -- The Service Portfolio Management application enables you to document and manage your services, service offerings, and portfolios using a standardized, structured format.
        • Use Service Portfolio Management services -- Configure IT services within your portfolios to add the most value to your organization. The IT services defined in your portfolios may, or may not be, aligned to an application. IT services defined in your portfolios may, or may not be, represented in a request catalog.
        • Service Portfolio Management portfolios -- A service portfolio presents an overall top-level view of your currently available services, possible future services, and services that existed in the past. Evaluate the impact that services have on your business and manage them in a single portfolio or multiple portfolios with unique taxonomy structures, owners, and market scope.
      • Configure -- Configuring topics provide information about how to set up and configure the Service Portfolio Management application.
      • Use -- Service Portfolio Management enables you to create services and service offerings, and assign them to service portfolios. You can also view service-related data including service availability results.
        • Create a portfolio -- You can create a single service portfolio or multiple service portfolios, each with its own taxonomy structure. The service portfolio enables you to see an overall view of your current IT services. You can also see services that may be available in the future and services that existed in the past.
          • Service Portfolio Management taxonomy -- Service Portfolio Management uses a taxonomy framework to organize and manage services in a portfolio.
            • Create taxonomy layer definitions -- Create an unlimited number of taxonomy layers to organize, label, and manage your service portfolio. Taxonomy layers represent the highest containment levels of your service portfolio. Each level supports branches, or nodes, that contain child nodes or services in a hierarchical top-to-bottom structure.
            • Create taxonomy nodes -- Create an unlimited number of nodes, or branches, and add them to your service portfolio taxonomy layers. By configuring taxonomy nodes, you can successfully achieve a highly detailed and organized service portfolio containing multiple elemental layers—from general to specific.
        • Create a service -- Create services that benefit and add value to your internal organization and external customers and users.
        • Apply scope to a service -- Define the limits of a service with scope details to grant or deny specific service views. Out of Scope items define what a service cannot provide and In Scope items define what a service provides. For example, nightly backups may be In Scope for the Desktop Support service, but Out of Scope for the Disaster Recovery service.
        • Service Portfolio Management Premium notifications -- Notifications are added with Service Portfolio Management Premium to manage your service offering to catalog item relationships.
        • Edit and manage service portfolios -- Manage the CSDM life cycle fields of your portfolio taxonomy nodes in the Service Portfolio Management application. You can move taxonomy nodes easily from one portfolio to another to confirm that your portfolios are synchronized. You can also decide to show or hide the life cycle fields in the complimentary Digital Portfolio Management (DPM) Workspace.
        • Service offerings in Service Portfolio Management -- A service offering derives from a service, refining the parent service to a specific business need and performance level.
          • View a service offering -- View service offerings in Service Portfolio Management to find offerings that add value to your organization and external users. You can also view service offerings in the Service Builder application.
          • Create a service offering -- Create service offerings to define services, document them, track performance against defined availability commitments, and relay the performance information in real time to your end users.
          • Add a commitment to a service offering -- Service commitments are specific services that define the unique availability guarantees, scope, and pricing for a service offering.
          • Assign multiple teams to support a service offering -- You can assign multiple teams to support a single service offering when several teams are responsible for that offering.
          • Subscribe users to a service offering in Service Portfolio Management -- Subscribe users to a service offering so they can order it from the catalog. You can also subscribe offerings for companies, locations, groups, and departments.
          • Create catalog items for service offering subscribers -- As a service owner or service offering subscriber, you can create one or more catalog items for your service regardless of the offering phase or status. You can also relate an existing catalog item to a service offering.
          • Reporting for services and service offerings -- See what's impacting your services and service offerings and report on them by using related list information in Service Portfolio Management.
          • Service Portfolio Management service offering price -- Service offerings inherit the pricing structure of the associated parent service. If the price model for each service offering in Service Portfolio Management is defined in the parent service as per unit, then each service offering must also have an associated price unit. The actual price for that unit is established in the service offering record.
        • Log outages -- Log outages to adjust your business or technical service commitment availability.
        • View availability results -- View availability calculations for commitments on service offerings and application services. After the commitments are set up in Service Portfolio Management, you can view the results by an automated report that you set up.
        • Set the time zone for availability results -- By default, the time zone to calculate availability for services and commitments is set to the global (system) time zone. You can change the global time zone or you can set the time zone for service commitments. With either option, you can recalculate the availability results based on the time zone that you set.
        • Convert services in bulk -- Convert multiple services from the Configuration Management Database (CMDB) service table to one of the dedicated child tables. You can convert to a business service or to a technical service.
        • View Service Level Agreement (SLA) results -- Service Portfolio Management leverages the Service Level Management application and includes a module to manage your Service Level Agreement (SLA) definitions and results.
      • Reference -- The following reference topics provide additional information about the roles, lists, and forms to configure and administer Service Portfolio Management.
        • Installed with Service Portfolio Management -- Service Portfolio Management Core is active by default for users with ITSM licenses. Service Portfolio Management Foundation is administrator activated and enables you to document portfolios, taxonomies, services, and service offerings using a standardized, structured format.
        • Domain separation and Service Portfolio Management -- Domain separation is supported in Service Portfolio Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
    • Task Intelligence for ITSM -- ServiceNow Task Intelligence for ITSM uses machine learning to set up, deploy, and track solution-based models to achieve important business outcomes.
      • Explore -- With Task Intelligence for ITSM, you can set up and deploy machine learning models to predict field-level recommendations and identify similar records for incidents, which will appear as actionable recommendations in the side panel.
        • Admin Console -- Admin Console for Task Intelligence for ITSM provides you with an interface to create, train, access, set preferences, deploy, and monitor predictive models used for incident predictions and similar patterns recognition.
      • Configure -- Configure Task Intelligence for ITSM so agents can use the application to get the field level predictions and similar records on incidents as actionable recommendations in Service Operations Workspace.
        • Install -- You can install the Task Intelligence for ITSM application (com.snc.itsm_ml_task) if you have the admin role. The application installs related ServiceNow Store applications and plugins if they aren't already installed.
      • Manage -- Use the machine learning capabilities of Task Intelligence for ITSM to predict field level recommendations and similar records on the incidents which appear as actionable recommendations in the side panel.
        • Create an incident prediction model -- Create and deploy solution-based incident categorization prediction models to predict incidents fields for new IT service incidents.
          • Set up -- Use Task Intelligence for ITSM to set up your incident prediction model and train it with your data to make predictions. Access your model's performance results, set the prediction preferences and behavior, and deploy your model.
            • Train -- Use Task Intelligence for ITSM to set up your incident prediction model and train it with your data to make predictions. Access your model's performance results, set the prediction preferences and behavior, and deploy your model.
            • Assess -- Use Task Intelligence for ITSM to set up your incident prediction model and train it with your data to make predictions. Access your model's performance results, set the prediction preferences and behavior, and deploy your model.
            • Deploy -- Use Task Intelligence for ITSM to set up your incident prediction model and train it with your data to make predictions. Access your model's performance results, set the prediction preferences and behavior, and deploy your model.
        • Create a similar records prediction model -- Set up a training model to help it recognize similarities between two types of tables by comparing their fields.
          • Set up -- Use Task Intelligence for ITSM to set up similar records prediction model, define the purpose of the model, and train it with your data to make predictions. Access your model's performance results, set the prediction preferences and behavior, and deploy your model. 
            • Define the purpose -- Specify the purpose of the similar records model. You can select the prediction table for which predictions will be generated. Then, select the training table (Incidents, Problems, or Change Requests) which will appear as predictions based on similarities between their selected fields.
            • Train -- Train your similar record models with training data to predict the similar records by recognizing similarities between fields of Incident table and training tables.
            • Assess -- Assess the results from the model training and view sample results to see the similar records predicted for incidents. Reviewing the results gives you a preview of how your model will perform after being deployed. Based on the sample results, select the prediction preference.
            • Deploy -- Deploy the Similar incidents model to predict the similar records for the incidents. 
        • Edit an incident prediction model -- Edit either the Similar Incidents or Incident Categorization model that has already been trained and deployed. Change the model configurations, view the updated training results, and redeploy the model.
        • Export an incident prediction model -- Export either the Similar Incidents or Incident Categorization model model in Task Intelligence for ITSM to another instance so you can use the model in the other instance without recreating the model from scratch.
      • Monitoring and Analytics -- You can view the impacts of your trained incident prediction models. Monitor model performance overtime, track business value, and view what predictions your agents did and didn't use.
      • Reference -- Reference topics provide additional information about components installed with Task Intelligence for ITSM.
        • Components installed -- Several types of components are installed with the activation of the Task Intelligence for ITSM application plugin (com.snc.itsm_ml_task), including tables, user roles, and ServiceNow store applications.
    • Task Outage -- CI unavailability, or outage, is the actual down time of a CI. Whenever there is an outage for any of the CI items, the outage information is stored in the Outage [cmdb_ci_outage] table. The Task-Outage table [task_outage] maintains the mapping between the Task [task] table and the Outage [cmdb_ci_outage] table.
    • Walk-up Experience -- Walk-up Experience aims to enhance the user experience by providing in-person as well as remote assistance to the users for their IT-related issues.
      • Explore -- Use the Walk-up Experience application to create and manage an on-site support channel where your users can get their requests and issues resolved and fulfilled in real-time, either in person or remotely by experienced agents.
        • Key features -- Walk-up Experience enhances user satisfaction and productivity by providing immediate and personalized support for IT-related needs.
        • Devices required -- The functionality of the Walk-up Experience application relies on different kinds of devices. Users can check into an online walk-up queue using a desktop or laptop computer, tablet, or mobile phone.
      • Configure -- Customize your Walk-up Experience portal and configure appointments, notifications, walk-up venue locations, associated stockrooms, customer satisfaction surveys, and hours of operation to meet your required needs.
      • Plan your walk-up experience visit with Employee Center -- Schedule a single or multiple appointments to visit the walk-up lounge or the support lounge Walk-up Experience Employee Center. You can also get remote help.
      • Manage Walk-up Experience queue and interactions -- Walk-up Experience managers and agents can manage all aspects of a walk-up location queue and interactions. Agents can view assigned walk-up locations, interactions, and associated stockrooms used for fulfilling the walk-up requests.
      • Monitoring Walk-up Experience performance -- The Walk-up Experience dashboard and reporting module provides basic high-level reporting on incident and request types, record volume, average wait and service times, assignments by agents and location, and more. By viewing the dashboard, managers can quickly understand the walk-up location operations and can report performance data to upper management.
      • Walk-up Experience on Now Mobile -- You can create and manage your appointments for a walk-up venue like the Tech Lounge when you use the ServiceNow Walk-up Experience on the Now Mobile app on your own mobile device.
      • Walk-up Experience reference -- Explore comprehensive and additional information about the Walk-up Experience services.
        • Domain separation and the Walk-up Experience application -- This is an overview of domain separation as it pertains to the Walk-up Experience application and how it relates to Service Portal pages, interaction queues, and configurations. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
        • Components installed with Walk-up Experience -- Several types of components are installed with activation of the Walk-up Experience plugin, including tables and user roles.
        • Quick start tests for Walk-up Experience -- Validate that Walk-up Experience still works after you make any configuration change such as apply an upgrade or develop an application. Copy and customize these quick start tests to pass when using your instance-specific data.
        • View Badge Scanner Integration scan logs -- Monitor scanner-use error activity at a Walk-up Experience onsite location by viewing the scan logs. Each time a badge reader device triggers an error, a scan event is logged in the Badge Scan Logs module.
    • Workforce Optimization for ITSM -- Manage and maintain the productivity of your workforce from a single location using Workforce Optimization for ITSM. Using this application, you can efficiently manage your team's skills and schedules, route work assignments to your team, and monitor their performance.
      • Explore -- Use Workforce Optimization for ITSM to optimize your workforce and manage your teams efficiently. Coach your teams so that they gain the skills that let you address the demands from your customers. Efficiently schedule your teams work to provide better coverage with integrated channel management.
      • Getting started -- Learn the basics of getting Workforce Optimization for ITSM up and running.
        • Activate -- The Workforce Optimization for ITSM Configurable Workspace plugin (sn_wfo_cfg_itsm) is available with the ITSM Enterprise subscription package.
        • Configuring groups -- As a manager, you can manage and optimize your entire workforce using Workforce Optimization for ITSM from one central location. Organizing your teams, for example, different levels of employees in your organizational chart, into groups is the foundation on which Workforce Optimization for ITSM operates.
        • Admin Console -- Use a guided approach to simplify the setup and configuration of groups within Workforce Optimization for ITSM from a central location.
      • Channels -- Learn how you can use channels to route work to specific groups and with skill-based routing make sure that the right work goes to the right agent. Monitor the health of your queues reviewing real-time performance and jumping in to help with escalations.
        • Example for using channel management -- Understand how you can route work to specific groups and monitor real-time performance using Channel Management.
        • Setting up Channels -- Set up service channels, queues, and key performance indicators (KPIs) to route work items automatically to agents based on an agent's availability, capacity, and skills.
        • Routing work items -- Route work items to assigned groups using channels. Use skill-based routing to ensure that the right work goes to the right agent. Review real-time performance as your team is actively working on tasks across channels. When you see escalations, you can help your agents resolve issues without the requester being aware of it.
        • Channel Management components -- Workforce Optimization for ITSM has roles to administer channels and queues, properties to configure default behavior, and reports to analyze data in Workforce Optimization for ITSM.
      • Scheduling -- Learn how you can plan shifts with automatically staggered break times for your agents to manage their schedule effectively in Workforce Optimization for ITSM. Publish schedules for the next scheduling period to get a snapshot of which agent is lined up to solve issues for that time period.
        • Example -- Understand how you can set up and publish agent schedules and how your agents can manage their own schedule based on an example.
        • Setting up -- Manage events using the team calendar. You can create different types of event categories and use scripted extension points to customize the event types.
        • Scheduling your teams' work -- Manage your workforce efficiently by planning shifts for each day and assigning users to the shifts. With Scheduling, you can use your resources efficiently by planning and managing schedules and staffing needs across your teams from one location. You can also integrate with on-call scheduling and create shifts and schedule for on-call rotations.
          • Create a shift plan -- Schedule shifts for your team so that you can make sure that you are covering all work assignments and breaks. You can also specify the days of the week that you might need to override scheduled shifts.
          • Create a schedule plan -- Manage your team's schedule by creating a schedule plan that covers a span of time and includes your team's work shifts. You can also assign agents to shifts based on their skills and availability. This way, you can make sure that you are using your resources in the best way possible for your organization.
          • Enable your teams to sign up for work shifts -- Empower your teams to sign up for work shifts based on their availability and preference.
          • Publish a schedule plan for visibility into team coverage -- Generate a preview of your schedule plan and publish it so that your agents can see their shifts and schedules ahead of time. You can unpublish a schedule to make changes and then publish it again.
          • Track and manage your teams' schedule -- Create, update, or monitor your teams' schedule from one location. You can approve or reject requests for swapping shifts or time off for agents within your assignment group.
          • Analyze your staff alignment using Demand Forecast -- Use Demand Forecast to plan the number of staff members that you require so that you have enough agents to do the job.
          • Understanding user criteria for event types -- Manage user access for any event type such as meeting, training, and time-off requests in the team calendar.
          • Add events to the team calendar -- Create a meeting, training, time-off request, a custom event, or an adhoc work shift from the team calendar.
          • Swap your agents' shifts -- Swap an agent's shift in your assignment group with another agent who can work on that shift and skip the approval process.
        • Scheduling components -- Workforce Optimization for ITSM has roles to administer agent shifts and schedules and properties to configure default behavior.
        • Schedule Adherence -- Analyze how closely your agents adhere to their scheduled activities. You can also analyze whether they complete the total time they were scheduled to work. Use these metrics to align your staffing needs better and forecast the demand for agents more effectively.
        • Demand Forecast -- Learn how you can use Demand Forecast to predict resources based on historical data.
          • Setting up -- Configure the data you want to collect, modify forecast parameters and calibrate manual adjustments using Demand Forecast.
            • Configure -- Define the data that you want to collect for incidents, interactions, or any table to forecast the number of agents that you require for your staffing needs.
            • Modify forecast parameters to visualize forecast data -- Configure and tweak forecast parameters to see how the forecast behaves when you vary the period length, periods to forecast, or algorithm. You can view the modified forecast on the time-series visualization.
            • Create a manual adjustment for a forecast -- Adjust forecasts manually to fine-tune them for greater accuracy. Create the adjustment for a specified time period and analyze how it impacts your forecast.
            • Demand Forecast components -- Workforce Optimization for ITSM installs roles to administer ITSM Manager Workspace Demand Forecast, properties to configure default behavior, scheduled jobs to collect data for the configurations, tables to store data, forecast configurations to collect data for incidents and interactions and a retention policy to store metric data.
      • Work scheduler -- Manage the work of all your teams from a central location. You can get visibility into your entire teams’ workload. You can assess the complexity level of your teams' tasks, their capacity to take on the work, and assign or reassign work—all from a calendar interface.
      • Teams -- Learn how you can organize each of your teams into assignment groups. You can then define a set of Key Performance Indicators (KPIs) to analyze the performance of all groups within that team. Drill into the metrics for a group, an agent, or an incident within that team—all from a central location.
        • Example -- Understand how you can manage your teams from a single location using an example.
        • Setting up -- Organize your teams into assignment groups and create reports for those groups so that you can gain visibility into the team's performance.
          • Add a system property to set default date range -- Add a system property to set the default date range in the configurable Workforce Optimization for ITSM application.
          • Create KPI groups to monitor team performance -- Create key performance indicator (KPI) groups with the KPIs that matter most to your teams. When you associate your KPI groups with assignment groups, you can monitor your team's performance.
          • Copy a KPI group -- Copy an existing KPI group. In the copied KPI group, everything, including the KPI threshold, gets copied except the assignment group mapping. You can modify the copied KPI group according to your requirement.
          • Create a threshold for each KPI in a KPI group -- Create a threshold for each KPI in a KPI group to monitor the indicator status and analyze your team’s performance. Define the threshold with upper- and lower-limit values to assess team performance for each indicator.
          • Add managers to a KPI assignment group -- Assign one or more managers to each KPI assignment group so that they can gain visibility into the group and monitor the team's performance.
        • Analyzing team performance -- Use Teams to track and analyze performance trends for your teams from a single location. You can monitor the trends for each agent within your team and compare your agents or team members with one another. With Teams, you can identify skill gaps so that you can recommend which skills are needed to coach your agents.
        • Teams components -- Workforce Optimization for ITSM uses roles to administer teams and properties to modify default behavior.
      • Coaching -- Learn how you can review and assess the quality of the interactions and tasks completed by your teams. You can enhance the skills set of your teams by assigning training that is based on those assessments. You can also add skills to the profiles of your teams after they get trained.
        • Example -- Understand how you can assess your agents performance, identify skill gaps, and train them to enhance their skills sets with Coaching.
        • Setting up -- Manage agent skills and assess the quality of completed tasks. Use predictive intelligence to recommend skills for agents. Train your agents with internal and external learning content.
        • Training your teams -- Assess your teams' abilities to resolve incidents efficiently by reviewing their work at critical service moments using Coaching in Workforce Optimization for ITSM.
          • Overview page -- Monitor the progress of assessments and track learning tasks that are overdue. You can also add a coaching quality indicator to monitor trends. Analyze which skills have been assigned the most to your team recently and which top skills are in demand.
          • Learning -- Use Coaching with Learning to train your agents with internal and external learning content. Organize similar content into learning libraries. Assign learning tasks to your agents and track completion. Create learning paths that include a collection of courses on a specific topic associated with a set of skills.
          • Surveys -- Assess the quality of your teams' completed tasks. Use surveys to get feedback on from your team.
        • Coaching components -- Workforce Optimization for ITSM installs the roles and tables when you enable the Workforce Optimization for ITSM plugin (sn_wfo_cfg_itsm).
      • Skills Management -- Manage skills for your teams from a central location. Analyze skill data and assess the skills that you need for your organization. Use Predictive Intelligence to recommend skills for your team.
        • Setting up skill prediction -- Collect skill data based on skills agents have used for incident resolution. Use supervised learning to recommend these skills for agents to resolve similar open incidents. You can also find patterns in how skills are used for incident resolution and use unsupervised learning to recommend skills for agents.
        • Adding skills to agents' skill set -- Analyze all skills and the levels for each skill that your agents have from one location.
          • Add or update skills -- Add skills or update skill levels for an agent so that it gets added to their skill set.
          • Approve or reject recommended skills -- Approve predicted skills if the skill is necessary for the agent to complete assigned tasks. If the skill doesn't apply to the agent, you can reject a skill.
        • Initiate a skill review for teams or groups -- Start a skill review process for your groups or specific team members so that they can review and update their existing skills or to add new skills. Provide a due date for them to complete the skill review.
        • Approve or reject a skill review request -- Review skills when your team updates their skill proficiencies and requests approval. You can approve or reject each of those skills. The skills that you approve are added to the agent's profile.
        • Routing work based on skills -- Route work to your teams based on skills, schedule your teams' work, and train your teams to enhance their skills set using Workforce Optimization for ITSM.
          • Automatically add skills to incidents or interactions -- Define conditions for incidents or interactions and add skills required for those conditions using skill determination rules. When new incidents and interactions that are created meet these conditions, the skill determination business rule automatically adds the skills to those records. In the Workforce Optimization for ITSM Channels and Work scheduler applications, the work items get automatically assigned to the right agents based on the skills.
        • Skill review request components -- Workforce Optimization for ITSM installs roles and enables notifications when you install the application.
        • Skill Recommendation components -- Workforce Optimization for ITSM uses roles to administer skill recommendation, tables to store skill data, and properties to modify default behavior, and scheduled job to recommend skills in configurable Workforce Optimization for ITSM.
      • Advanced configurations -- You can perform advanced configurations such as customizing Workforce Optimization for ITSM pages, and defining filters for different modules. You can also specify the access to assignment group data to display only the assignment group data relevant to the logged-in user.
        • Reference -- Refer to install components such as roles, tables, and system properties to configure and administer Workforce Optimization for ITSM.
          • ITSM Manager Workspace components -- The configurable ITSM Manager Workspace has roles to administer the workspace, properties to configure default behavior, and indicators to analyze performance.
          • Components -- The Workforce Optimization for ITSM application has tables to store user and application data or database views and a schedule job to collect data for indicators.
        • Domain separation -- Domain separation is supported in Workforce Optimization for ITSM. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
        • Global Search -- Locate what you're looking for quickly using the global search in Workforce Optimization for ITSM.
        • Requesting time-off using the ITSM Mobile Agent -- Using the ITSM Mobile Agent app, shift planning agents can access their schedule. They can request time off to get their manager's approval or swap shifts with their peers and receive notifications for those requests and approvals.
          • Notifications -- Receive notifications when you manage shift-swap and time-off requests. Enable notifications for the actions that are most relevant to you. For example, get notified when you receive a request for approval from an agent who wants to swap shifts with a peer.
          • Make a request to swap shifts or take time off -- Use the ITSM mobile app to look up your schedule, request time off, or swap your shift with your peers. If you can work during the requested shift, you can also approve your peer's request for the shift swap.
          • Approve or reject a shift swap -- Using your ITSM Mobile Agent application, approve a shift swap requested by your peer if you are available to work at that time. You can reject it if you are unable to work then.
          • Track and manage your agent's schedule -- Monitor the shifts and schedule of teams within your assignment group using the ITSM Mobile Agent application. You can approve or reject requests for swapping shifts or time off for your agents.
        • Landing pages -- Track and monitor the performance of your organization using the Workforce Optimization for ITSM landing pages. If you are a coach or a channel manager, you can access metrics specific to your application using the Channels or the Quality landing pages respectively.
          • Manager landing page -- Stay on top of the status of incidents your teams are working on at a given time. Monitor training that's overdue and how many assessments are open and require approval. Analyze your teams' work and SLA status for the desired time period.
          • Channels landing page -- Manage queues and analyze the status of incidents and chats using the Channels landing page. You can also monitor team performance and work assignments from one location.
          • Coaching landing page -- Monitor the performance of your agents and measure the quality of how they resolved issues using the Coaching landing page. Analyze patterns in skill usage over time and see which skills are in demand.
        • Customize a page using the Next Experience UI Builder -- Clone an existing Workforce Optimization for ITSM page and customize it based on your needs using the Next Experience UI Builder.
        • Configure filters for ITSM Manager Workspace -- Define filter configurations for Schedule, Coaching, and Channels applications. You can use these filters to refine your search and view targeted results.
        • Add or remove access to assignment groups in manager workspace -- Include or exclude access to assignment group data to display only the groups that are relevant for the logged-in user in the Workforce Optimization for ITSM manager workspace.
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