As a leading ServiceNow specialist partner, Mergen IT is excited to delve into the transformative features and applications introduced in the ServiceNow Xanadu release. This latest update is packed with enhancements designed to optimize workflows, boost productivity, and harness the power of AI. In this blog, we will explore the key upgrades and new applications that make the Xanadu release a game-changer for ServiceNow users, and developers. 

Enhanced IT Service Management (ITSM) 

Incident Management 

One of the standout features in the Xanadu release is the improved flexibility in email notifications for incident management. Users can now choose where links to incident records are redirected, enhancing the user experience by allowing incident records to open in the Service Operations Workspace (SOW) instead of the Classic UI. This change streamlines the workflow for IT service management professionals, making incident resolution more efficient. 

Now Assist ITSM 

The Now Assist ITSM application has received significant upgrades, including the ability to create comprehensive knowledge articles by leveraging information from similar incidents. Additionally, the “Write with Now Assist” feature provides chat reply recommendations, helping agents respond to common questions more effectively. These enhancements are designed to improve the overall efficiency and accuracy of IT support teams. 

Service Operations Workspace (SOW) 

The Service Operations Workspace (SOW) has been further refined to provide a unified experience for ITSM and IT Operations Management (ITOM) capabilities. Key enhancements include: 

• VIP Field Decorators: View VIP field decorators on call fields in incident records for VIP users. 
• Quick Start Tests: Test incident management features and workflows in SOW with quick start tests. 
• Password-Reset UI Action: Resolve password-reset related incidents using the password-reset UI action on an incident record. 
• AI-Powered Search: Obtain AI-powered search results for various record types, including incidents, tasks, problems, and change requests. 

IT Operations Management (ITOM) 

• ITOM Health: The Xanadu release introduces updated features across ServiceNow ITOM products, including ITOM Health. This module now offers enhanced capabilities for tracking and maintaining the health of your organization’s services. Key features include Health Log Analytics, Event Management, and Agent Client Collector applications, all designed to provide a comprehensive view of service health and performance. 
• ITOM Cloud Accelerate: ITOM Cloud Accelerate provides workflows to assess cloud readiness and enforce ITOM Cloud Accelerate guidelines. This ensures that organizations can efficiently manage their cloud resources, maintain compliance, and optimize costs. 
• ITOM Optimization: The ITOM Optimization module automates cloud workflows for managing resources throughout their life cycles. This includes visibility into costs and the deployment of certified, enterprise-compliant clouds, enabling organizations to maximize their cloud investments. 

Generative AI and Now Assist Capabilities 

The Xanadu release also brings expanded Generative AI and NowAssist capabilities. These include: 

• App Generation: Automatically generate applications using AI, reducing development time and effort. 
• Analytics Generation: Leverage AI to generate insightful analytics, helping organizations make data-driven decisions. 

Additional Key Features 

• AI Search: The AI Search feature in the Xanadu release is designed to provide more relevant and accurate search results across the platform. This enhancement leverages advanced AI algorithms to understand user intent and deliver precise information, improving the overall user experience. 
• Account Lifecycle Events: The new Account Lifecycle Events application helps organizations manage the entire lifecycle of user accounts, from creation to deactivation. This feature ensures that user accounts are handled efficiently and securely, reducing the risk of unauthorized access. 
• Customer Success: The Customer Success application has been enhanced to provide better insights and analytics, helping organizations understand customer needs and improve service delivery. This application is crucial for maintaining high levels of customer satisfaction and loyalty. 
• Tax Calculations: The Xanadu release introduces advanced tax calculation features, enabling organizations to manage complex tax scenarios with ease. This feature is particularly beneficial for businesses operating in multiple jurisdictions with varying tax regulations. 

Conclusion 

The ServiceNow Xanadu release is a significant step forward in enhancing the capabilities of the Now Platform. From improved ITSM and ITOM functionalities to cutting-edge AI and automation features, this release is designed to empower ServiceNow users, developers, and IT business owners. As one of the top ServiceNow specialists in Houston-Texas, we are committed to helping our clients leverage these new features to drive innovation and achieve their business goals. 

For expert ServiceNow consulting, ServiceNow implementation services, ServiceNow managed and support services, ServiceNow customization, and ServiceNow advisory services, please contact us. We are here to support your journey towards maximizing the potential of the ServiceNow platform.