NET+ ServiceNow Newsletter
September 2021
In this version of the NET+ ServiceNow Newsletter, learn about the latest updates about ServiceNow offerings including the most recent releases and links to relevant details, comments and feedback from the ServiceNow Advisory Board, as well as best practices in ServiceNow use around the Internet2 Community.
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ServiceNow Updates
Updates from ServiceNow regarding product offerings, including any new release.
Rome Release Highlights
Click here for a high-level overview of products and features in the Now Platform Rome release.
What’s New with the Rome release (click topic to learn more):
Multilingual Language Model Management
Software Asset Management Workspace
Agent Client Collector for Visibility
Quebec Patch 6 : Released July 22, 2021
Quebec Patch 6 includes 95 problem fixes in various categories. The chart below shows the top 10 problem categories included in this patch.
What’s New - Quebec Release
Domain Separated Tables
See at a glance which tables are domain-separated in your instance.
Domain Override Viewer
See and manage all your process overrides at once across the entire instance.
IntegrationHub Remote Process Sync
When integrations require the transform and mapping of data across different tables between two instances, ServiceNow remote system administrators can now use generic record management actions to integrate any two tables. See also the IntegrationHub Release Notes.
Subscription Management Domain Specific Reporting
System administrators with a new dashboard can enable program and account management with greater detail on license and subscription unit consumption, making cost recovery easier.
ITOM: Global MID-Server for Cloud Provisioning and Governance (CPG)
Service providers can provision a single MID-server to handle certain cloud actions in CPG without having to managing multiple, discrete MID-servers. See also the ITOM Optimization release notes.
Platform User Interface (UI) Builder
With the UI Builder with domain separation, support system administrators and delegated developers can build modern user interfaces and actions in a visual design studio without costly customizations. See also the UI Builder release notes.
Quebec Release Notes
Click here to learn more about Quebec and prepare your upgrade.
Quebec Release: Updated Features & Products
Analytics, Intelligence, and Reporting release notes
Now Intelligence has new and updated features in the Quebec release.
Customer Service Management release notes
Customer Service Management has new and updated features in the Quebec release.
ServiceNow® DevOps product enhancements and updates in the Quebec release.
Field Service Management release notes
ServiceNow® Field Service Management product enhancements and updates in the Quebec release.
Financial Services Operations release notes
Financial Services Operations is new in the Quebec release.
Governance, Risk, and Compliance release notes
ServiceNow® Governance, Risk, and Compliance product enhancements and updates in the Quebec release.
IT Asset Management release notes
IT Asset Management has new and updated features in the Quebec release.
IT Business Management release notes
IT Business Management has new and updated features in the Quebec release.
IT Operations Management release notes
IT Operations Management has new and updated features in the Quebec release.
IT Service Management release notes
IT Service Management has new and updated features in the Quebec release.
ServiceNow® Mobile product enhancements and updates in the Quebec release.
Now Platform administration release notes
Now Platform® administration product enhancements and updates in the Quebec release.
Now Platform App Engine release notes
The Now Platform® App Engine has new and updated features in the Quebec release.
Now Platform capabilities release notes
Now Platform® capabilities enhancements and updates in the Quebec release.
Security Operations release notes
Security Operations has new and updated features in the Quebec release.
Telecommunications Service Management release notes
Telecommunications Service Management is new in the Quebec release.
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ServiceNow - EVENTS
ServiceNow HigherEd - Stories
American University turns to fast team building for uninterrupted education, while addressing COVID-19 restrictions
Cal Poly Pomona transforms the student experience with ServiceNow
Learn more here.
ServiceNow Advisory Board Updates
Upcoming Meeting: October 4th, 2021
The next ServiceNow Advisory Board Meeting will be held on October 4, 2021. Items discussed at our last meeting (September) included:
- Updating the Master Ordering Agreement (MOA)
- I2 ServiceNow Institutional Profiles
- ServiceNow Consulting
The October meeting agenda will be finalized two weeks prior. Please email mbuss@internet2.edu if you have any topics you would like to be covered. The agendas for all ServiceNow Advisory Board meetings can be found here.
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September Meeting Recap
Given that all institutions are in the midst of an intensive fall start, this week's meeting agenda was kept light, however, we discussed some important topics.
Updating the Master Ordering Agreement (MOA)
Matthew provided updates on the formation of an accessibility advisory group to draft accessibility language for the Master Ordering Agreement (MOA) that more closely meets ServiceNow's commitment to community needs. This committee currently has about 7 members from various SAB member institutions. If you would like to participate in this initiative and have not yet spoken with Matthew about this, please send him an email at mbuss@internet2.edu.
We would also like to update the MOA to address any missing security language and/or changes in the community landscape along with what is agreeable to ServiceNow in their stock agreement.
Institutional Profiles
Matthew additionally updated the group regarding the I2 ServiceNow Institutional Profiles project that has been underway for the last 6 months. Karla and Matthew recently presented this project internally at Internet2 and received cross-functional feedback, which was very positive. We received feedback during this meeting to add another category to the ServiceNow modules tables to indicate which institutions are planning to begin using a particular functionality in the near future. We plan to request updates on each institution's profile every 6 months so that we keep this data fresh and relevant.
ServiceNow Consulting
Discussion was initiated regarding ServiceNow Consulting available to NET+ ServiceNow subscribers. The goal of this offering is to aid in an institution's overall success in managing and expanding their use of the ServiceNow platform over time. Various institutions commented that they would like to have access to a detailed Point of Contacts list to know who to communicate with when facing a particular issue. The possibility of offering this consulting service within Internet2 and the Service Advisory Board rather than directly through ServiceNow was also discussed for the sake of savings. This topic will be further discussed at future meetings.
Thank you to all who participated for your insightful feedback, ideas, and discussion! Should you have any questions or want further information around the work being done by the NET+ ServiceNow Advisory Board, please don’t hesitate to visit us at https://spaces.at.internet2.edu/pages/viewpage.action?pageId=166660230 or contact us at netplus@internet2.edu and we will be happy to respond.
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NET+ ServiceNow - HELPFUL LINKS
Around the Community
Commentary from I2 ServiceNow users: advice, best practices, feedback.
SNow Higher Education Group - Mailing List
This mailing list is for ServiceNow customers or potential customers who are members of higher education institutions. There are many collaborative resources available for ServiceNow customers, for ITIL/ITSM, and for higher education, but none specifically in the space that crosses all three. In that context Karen Van Dusen (Carnegie Mellon University) and Hillary Rosenfeld (Boston University) maintain this list for anyone who is a ServiceNow customer and in higher education. Topics typically range from ServiceNow implementation and adoption strategies in higher ed to networking planning for events like ServiceNow's Knowledge conferences.
To participate visit (no vendors please): groups.google.com/group/snow-higher-ed
The most recent topics of discussion on this mailing list were:
- ServiceNow Methods to support Hybrid IT
- ITSM Process and Tool Training
- Non-Licensed User Access to CHG
- Appointment Booking for Walk-Up Experience
- ServiceNow Accessibility Group
Higher Education Collaborative Resources for ITSM (IT Service Management)
itSMF is a not for profit international organization focused on IT Service Management. The Higher Education Community of Interest Group is devoted to discussion, development, and adoption of IT Service Management principles in support of institutions of higher education.
- itSMF USA - Higher Education Community of Interest (CoI)
- LinkedIN Group -> itSMF USA - Higher Ed CoI
- www.itsmfusa.org -> Community -> Community of Interest Groups
- http://www.itsmfusa.org/?commofinterest
- Sign Up at higheredsig@itsmfusa.org
EDUCAUSE is an international organization focused on IT within higher education. Within the organization, there is a constituent group for members interested in IT Service Management:
- EDUCAUSE ITSM CG (Constituent Group)
- www.educause.edu/discuss -- Search "ITSM" -- click "[ITSM]"
- http://sites.google.com/a/educause.edu/educause-wiki-site/itsm
The most recent topics of discussion on this mailing list were:
- Invitation to TWO PMCG Webinars in September
- ITIL V4 Training
- ITSM CG and BRM institute event: Webinar - “BRM Reporting Metrics & Impact Statements”
- Moving Tickets Between Groups
- Now Live | Early Adopter Launch: EDUCAUSE Connect
Specific Collaborative Resources @ ServiceNow
These are resources presented and run by ServiceNow on and for the community.