As one of the leading providers of digital workflow solutions, ServiceNow has consistently pushed the boundaries of what is possible in streamlining operations and enhancing productivity. Now, with the new Utah Family Release, businesses can look forward to a comprehensive suite of cutting-edge features and tools that will revolutionize the way they operate.

Hristomir Hristov, ITOM Technical Consultant at Do IT Wise, has gathered some of the most exciting new features and updates, launched with the ServiceNow’s Utah release in this article.

Welcome to Utah

Utah, fondly known as “The Beehive State,” derives its nickname from its early settlers’ industrious nature and cooperative spirit. The beehive, a symbol of hard work and community, holds significant relevance in today’s business landscape. It serves as a reminder of the power of teamwork, collective effort, and the pursuit of a common goal. In today’s interconnected world, businesses are increasingly recognizing the importance of collaboration, transparency, and knowledge sharing, and here is precisely where ServiceNow strives to provide the best solutions.

With each family release, ServiceNow brings exciting new features to its platform and 2023’s first release, Utah, doesn’t fall short. With its general availability in Q1, the Utah release focuses on improving and adding brand new features around products, services, and partner solutions.

The Utah release has three main focus areas:

• to simplify experiences for smarter ways of working by adding new capabilities and improvements to Next Experience UI
• to accelerate impact with purposeful automation by optimizing processes around AI Search, Process and Workforce Optimization and thus reducing cost and maximizing efficiency
• to maximize operational and security risk agility to a greater extent with Health and Safety for workspace incident management and logs processing

So, let’s delve a little bit deeper into what some of those features actually are.

Next Experience

As we have listed in our “Top Digital Transformation Trends for 2023” prediction, AI remains at the forefront of business innovation efforts. To respond to this demand, one of the most exciting changes that come with the Utah release is AI Search. With a new and easy Guided Setup, you can seamlessly migrate from the current search engine in the platform, Zing, to an enhanced AI search engine, which brings improved relevancy and advanced search features. Auto-complete suggestions, typo handling, and exact matches are just the beginning of bringing an advanced and unified search experience to the platform. Your inquiry results are also grouped into separate tabs representing different tables.

Theme Builder application enables you to style and customize the ServiceNow instance to further match your brand’s look and feel. It offers an easy way to create and manage branded themes through a quite intuitive and guided experience. You can test your styles through preview options and create a consistent and unified visual experience across the platform, including all web portals and mobile apps.

Now Intelligence

Process Optimization is being expanded and it brings in-depth, actionable analysis of processes aimed at improving business outcomes. This is achieved through the extended availability of in-platform process mining. Inefficient processes? Bottlenecks impacting your KPIs and breached SLAs? Leverage AI-powered root cause analysis to drill down into process maps and identify anomalies and patterns that may be hurting your business.

Workforce Optimization is also experiencing development. This feature is right for you when you need to find a way to better manage your teams and their work. Build and maintain high-performing teams across your organization with real-time visibility into performance using an intuitive interface to hone scheduling and time-off requests. Demand different scenario modeling to forecast accurate scheduling needs.

Platform Security

Health and Safety help your enterprise to ensure the proper risk-free working conditions for the employees. To meet successfully and effectively the environmental, social, and governance business needs as per the ESG framework standards, ServiceNow Health and Safety enables you to report such incidents. The application is designed to reinforce incident investigation capabilities and it provides the tools to mitigate, reduce and manage related incidents. It also empowers you with extended reporting capabilities for incidents and observation. Knowledge Base includes safety training materials and knowledge articles, available to all.

Log Export Service (LES). While on the topic of security, we can get a bit more technical and mention the Log Export Service and Hermes Messaging Service. LES lets you pick and choose logs from ServiceNow and forward them to Hermes, which publishes and ingests them to third-party enterprise log analytics solutions for deeper analysis. The two services work in conjunction to export these logs securely and safely to your external data streaming platform, where they can be reported on and audited per your business standards. It’s a powerful capability that helps your Security and IT operations teams improve overall security, compliance, and threat detection. It can also provide better compliance monitoring and more accurate troubleshooting investigations.

This wraps up a couple of the most general and interesting changes brought by the Utah release. There is a lot more that we cannot cover in a single article, so make sure to check the highlights and what else ServiceNow’s newest release has to offer for you and your specific case in the official Release Notes.

In conclusion, the new ServiceNow Utah Family Release represents a significant milestone in the evolution of digital workflow solutions. By combining advanced automation, intelligent analytics, enhanced security, and seamless integrations, ServiceNow empowers businesses to navigate the complexities of the modern business landscape with confidence and achieves new levels of operational efficiency and customer satisfaction.

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