Service-now.com is excited to announce the Fall 2009 Release is scheduled for Sept. 25, 2009. Release enhancements focus on ensuring information quality and usability by simplifying the process of capturing, sharing and evaluating IT service management data including increased reporting power and timeline analytics, knowledge management using KCS methodologies, task-based customer satisfaction surveys and user interface improvements.
Fall 2009 Release Preview Webinar
To help you become more familiar with the Fall 2009 Release, please view the Preview Webinar
Fall 2009 Release Enhancements
Content Management System Improvements
The Service-now.com Content Management System (CMS) is designed to help you unlock the full potential of self-service by providing a familiar business-to-consumer interface to IT that reflects your branding. Define the style and arrangement of Service-now.com functionality and data elements within your corporate portal framework for a customized, native integration to all Service-now.com capabilities.
- Ability to specify simplified portal URLs
- One-stop definition of font, language and layout of pages correlating to a specific "site" pertaining to a division, country or business unit
- Image library in HTML editor eases inclusion of shared images to your page
Visit the Wiki for more information
Simplifying an Already Simplified User Interface
We’re always looking to improve the usability of Service-now.com and adhere to our users' needs. The Fall 2009 Release includes a new font size selector, the ability to send import set data to multiple tables, select a language when logging in, and search attachments.
- With the click of the mouse users can change their personal font-size settings
- Import set transforms allow a user to send data from one import set to multiple tables
- Language choice now available on the login screen
- Use the global text search feature to search attachments, including attachments to knowledge base articles, pdf, doc, xls, txt, and html file types
Visit the Wiki for more information
Knowledge Management Using KCS Methodologies
Service-now.com Knowledge Management now supports Knowledge Centered Support (KCS) methodology. Recognized as complimentary to ITIL, KCS promotes the use of knowledge as a heavily leveraged asset outlining strategies for capturing, structuring, and reusing technical support knowledge. Improve support to customers based on multiple touch-points of direct feedback using the power of the Service-now.com reporting engine for measurement and improvement.
- Article feedback widget offers "Was this article helpful?", "Rate this article" and "Flag article" options
- Dynamic reporting displays what customers are searching for, search terms used, feedback and article rating including usefulness by topic or author and edit history within a user defined period of time
- Visibility of article lifecycle status displayed using workflow stages based on user role
- "Refine Results" searching enhancement aids in getting to the right information faster
Visit the Wiki for more information
Survey Enhancements - Task-based Surveys
The Fall 2009 Release provides more flexibility in how surveys are distributed and analyzed. New survey conditions define how, when and to whom surveys will be distributed. Because survey conditions are task-based, you’ll be able to analyze response rates and better correlate survey data to accurately identify customer satisfaction statistics.
- Survey responses are now linked to tasks, providing enhanced reporting on survey response rates such as requested vs. completed
- Easily define which task conditions trigger a survey, target specific recipients, and apply survey distribution frequency rules
- Surveys can tie directly to a specific incident, what technician was involved, competency level of technician involved, highest rated technician, etc.
- Survey sample reports and a results dashboard offer immediate access to survey analytics
Visit the Wiki for more information
Graphical Timeline
Using concepts from Yahoo! Finance and other Web 2.0 applications, we have developed a Graphical Timeline that displays time-based records in a compact, easy-to-analyze interface.
- Support extensions allowing users to easily create custom timelines
- Date-based event system fully integrated with Service-now.com platform including scheduling and calendaring
Pivot Tables
Power spreadsheet users will love the new pivot table functions found in the Service-now.com reporting engine. Flexible pivot tables enable you to quickly sort, count, total, average, and summarize mass amounts of data. Since the pivot table functionality is part of the Service-now.com reporting engine, you can create gauges, publish, and so on…
- View breakdown of open incidents by category and assignee
- Click cell to drill into detailed breakdown of data
- Hover over populated cell for more information