Global Impact. Empower business users with codeless flow components built for reuse. Prioritize and respond to cybersecurity threats faster and more effectively. Workforce Optimization. ServiceNow can help you improve your employee experience with curated solutions and product offerings that help work, work better for everyone. Connect existing security tools with a security orchestration, automation, and response engine to quickly resolve incidents. Scale order management to take on modern telecom opportunities and build for customer success. Customer service case states Term Definition New The initial state for a new case, which is created through any one of the channels: customer. Everyone belongs when their unique ideas come together to create tangible change. Special characters like underscores (_) are removed. With this solution, organizations can protect sensitive data, ensure data security, and increase data. Navigate to All > HR Case Management > HR Agent Workspace. ServiceNow Case and Knowledge Management standardises documentation and fulfilment of employee requests, improving HR efficiency of addressing employee needs. Demo ServiceNow CSM Case Management. On the commercialization front, ServiceNow said it will introduce new premium generative AI offerings across IT service management, customer service management and HR. ServiceNow is a fast-growing service management provider that went public in 2012. Scale order management to take on modern telecom opportunities and build for customer success. ServiceNow and Salesforce are two common tools for IT service management (ITSM) needs. 2. Case Management helps your customer service agents track and manage customer interactions—but some issues require help from technical support specialists for fast resolution. Impact Accelerate ROI and amplify your expertise. Scale order management to take on modern telecom opportunities and build for customer success. It's observed that Rules engines integration is very. From a single system, Procurement Case Management also The ServiceNow platform has given us the opportunity to implement industry leading case management and expand our overall service capabilities. Power cyber resilience. To learn more about the cookies we use and how you can change your preferences, please read our. Gain clear visibility into the quantity. When a service has a problem, it can be detected, and the impacted ServiceNow provides extensive access to instances through a set of RESTful APIs. If the plugin depends on other plugins, these plugins are listed along with their activation status. Flow Designer. Use a process design guide as a starting point to evaluate your processes and make. 5. Go beyond traditional CRM. Demo ServiceNow CSM Case Management. As such, the product documentation and release notes are provided for informational purposes only, and will not be updated. An unplanned interruption to an IT service or a reduction in the quality of an IT service. “Our first launch was a case management solution for time and attendance, and we were underway to add two more HR areas into ServiceNow when we had to shift to the COVID-19 response and put other HR deployments aside. We would like to show you a description here but the site won’t allow us. Communicate your success (zip) Success Story E-mail. Decreased operational and software costs. Get hands-on with a free developer instance. Enterprises and MSSPs that use ServiceNow for ticket management are faced with a challenge when deploying a SOAR solution with built-in case management, such as Smart SOAR. With ServiceNow, relevant, accurate and consistent information is only a click away. Positions in this class series work in a service center environment using case management software and Workday Human Capital Management (HCM) software to address questions related to HR, Benefits and. This test case aims to ensure that users can easily access, create, and update knowledge articles and that the knowledge management feature within the ServiceNow application is integrated correctly. Users with the demand manager role can create, view, and modify demands using the Demand Management application. Integrate with third-party intelligence and data sources. Use ServiceNow ® Agile Development to power scrum, agile teams, and hybrid development methods. Welcome to the Now Platform Utah release! Jon Sigler. ServiceNow Gain knowledge of the Customer Service Case Management lifecycle from the perspective of the service agent. This article details the steps to make use of Advanced Work Assignment to route work items to agents in Agent Workspace based on the needed skills. Watch bite-sized videos instantly. Boost productivity with automated. involved. cases, route issues, recommend solutions, and identify self-service and case trends. End‑users can use ServiceNow assessment tools to evaluate, score, and rank vendors across a variety of categories such as compliance, product reliability, and user satisfaction. Available now and powered by the Now Platform ®. On the Getting Started page of the guided setup, click Get Started. The Case form displays detailed information about a customer issue or problem. Guide employees through procurement requests using their preferred channels. Case states - Product Documentation: Tokyo - Now Support Portal. 1. ServiceNow has been a leader in ITSM for many years, but ITSM is just one facet of the many functions that operate on the ServiceNow Now Platform. Service Level Agreement (SLAs) FAQs - Support and Troubleshooting - Now Support Portal. Get answers to your questions and discover how ServiceNow can help you transform your business with modern digital workflows. The Now Platform comes with intuitive graphical tools that make app design easy even if. ServiceNow Vendor Performance Management helps organizations manage, evaluate, and compare vendors. Case - GET /sn_customerservice/case - Product Documentation: San Diego - Now Support Portal. Subscription Product Name. • Don’t focus on “selling” machine learning. Integrate observability capabilities into your existing workflows for alerting and incident management. According to Gartner, business process management is: the discipline of managing processes (rather than tasks) as the means for improving business performance outcomes and operational agility. Tangoe ServiceNow case management via Rest APIs is a set of REST HTTP APIs that expose many capabilities required to access and create a case on Tangoe ServiceNow instance. Create HR cases for employees or other individuals that require an HR service. By incorporating ServiceNow automation technologies, 7-Eleven saw a staggering 93% reduction in case volumes, 205% improvement in case resolutions rates, and a 75% reduction in service response times. ServiceNow - Introduction. It uses workflow automation processes that eliminate paperwork and manual processes. The Case API provides endpoints that enable you to retrieve and update Customer Service Management (CSM) case records. It supports integration with Agile Development 2. The HR agent can answer the inquiry by phone, email, chat, or through the Comments section of the HR case. The roadmap provides a shared source of truth, outlining the project in a way that is both easy to understand, and highly comprehensive. Learning Build skills with instructor-led and online training. United States - Global; Brasil - Português; Canada - Français; América Latina – Español. Get Started. Monitor case status and completions in a central workspace. ServiceNow Blog. Speed new products to market and quickly turn services into revenue. Empower everyone with Now Assist and accelerate productivity across the enterprise. Standard Chartered Bank is a global financial services company headquartered in London, UK. Correctly identifying the lifecycle stage of an asset is a critical component of maintaining and managing the financial impact of an asset and its related Configuration Item have on a business. Create HR services that your employees will want/need to use and provide your HR agent relevant case information. A Workflow is associated with a product in the Service Catalog through the Catalog Item definition. In Azure portal, go to All Resources and look for ServiceDesk (YourWorkspaceName). The value of ServiceNow. . In Microsoft Forms, open the form for which you don't want names recorded when collecting responses, and then select More form settings > Settings. Automated Test Framework (ATF) - Product Documentation: San Diego - Now Support Portal. Get answers to your questions and discover how ServiceNow can help you transform your business with modern digital workflows. Each COE displays different fields in the new case form. Developer Build, test, and deploy applications Documentation Find detailed information about ServiceNow products, apps, features, and releases. In any case, tools like ServiceNow can be enabled to automatize the task via flow like the one below, that will send an email every 24 hours until the updated by is set to the caller. It does this by standardizing and automating complex HR processes through the introduction of customized HR workflows. However, it is highly customisable and also can be used for other purposes. Orchestrate processes with customized playbooks and gain instant visibility to watch requests. 5 App Engine Management Center is available exclusively through a standalone App Engine product purchase. Case Studies. Case Studies. CRM gives marketers and sales professionals an up-to-date, holistic view of each individual customer. ServiceNow IT Service Management Pricing-Related Quotes. Create a case that has a contract field filled to match the start condition of the SLA created. Transform the impact, speed, and delivery of IT. The Case and Knowledge Management application allows you to standardize the documentation, interaction, and fulfillment of employee inquiries and requests, which helps to improve HR efficiency and. ” ServiceNow is oneComplex and cluttered case management user interfaces add time to finding and updating customer and case details. We have built our global, best-practice methodology for Root-Cause-Analysis (RCA) into the ServiceNow platform via this scoped app (v2). Create cases and manage supplier tasks in a single workspace. ServiceNow Customer Service Management makes case management easy. Order Management for Telecommunications. ServiceNow Customer Service Management is designed to integrate easily with most existing CRM. Known synonyms are applied. Communication is another important. Get tailored support and strategic guidance to integrate solutions and accelerate value. ServiceNow® Workplace Case Management enables workplace service teams to manage interactions with employees, without relying on any generic tools like email,. Explore Demo Library. Deloitte Deloitte relies on the ServiceNow HRM solution to streamline its HR processes and deliver satisfying employee experiences through employee self-service, HR case management, and onboarding/offboarding automation and information. The SLA does not get attached despite the start conditions being met for the SLA definition. Reduce manual work with code and knowledge generation plus recommended actions. Scheduling and managing the workforce. Happy, loyal, engaged employees are significantly more productive and more accurate in their work than disengaged ones. COE sets the options for the HR Service field. You can create knowledge repository articles based on popular topics or frequently asked questions. Too many organizations lack well-defined GRC programs or have the tendency to neglect funding them. With ServiceNow® Surveys, you can create surveys and collect responses around various aspects of service delivery, right from within the ServiceNow platform. Definition of business process management. Records remains within the instance until removed by users or admins, either individually or in bulk via an integration / job etc. Now, all incoming calls are logged using the ServiceNow case management capability. ServiceNow uses Proactive Customer Service Operations, part of Customer Service Management, to provide service monitoring and customer service case management with a service-aware install base to know which services customers own and use. 6 Prebuilt templates include app templates, flow templates, and UI templates. A customer service case can be in one of several states. HRSD Case Management provides the flexibility for HR Requests to be configured based on HR business needs. Customer Service Management Roles and FAQs - Support and Troubleshooting - Now Support Portal. Empower your customers with self-service tools to learn, make changes, and troubleshoot issues on their own. Is the CSM portal intended for external customers only or is the intent built to handle internal customers? 2. _next () provides the same functionality as next (), intended to be used in cases when we query the table having a column name as next. How search works: Punctuation and capital letters are ignored. Log in to manage upgrades, follow changes, view knowledge content, and more. Experience a live, in-depth demo. Get hands-on with a free developer instance. ServiceNow frequently asked questions for user support. Drive action to high-risk areas, business disruptions, noncompliance, and vendor status changes. The ServiceNow solution ServiceNow®Procurement Case Management helps transforms procurement from tactical to strategic. Speed new products to market and quickly turn services into revenue. Built on the Now Platform, CSM delivers case management features backed by industry leading technologies and support. Includes video demos and hands-on practice in creating and modifying a customer service case. Installed plugins "ServiceNow Add-In for Microsoft Outlook" Navigate to ServiceNow Add-Ins for Office > Office Add-In-Manifests. See what Customer Service Management (CSM) can do for you. Approve requests. Break down silos to resolve issues quickly across teams. Resolve issues faster and scale your organization with intelligent chatbots. Go beyond traditional CRM and field service. 0 is was released in September 2020. Scale order management to take on modern telecom opportunities and build for customer success. The goal was to provide a shared view of IT performance against the business’s top priorities. Click Save. Facilitate robust collaboration within and across ITOps, DevOps, and Security teams by standardizing and streamlining incident management workflows. Navigate to All > Customer Service > Administration > Guided Setup. Become a Certified Application Developer. The term combines the last parts of software development and technology operations, because DevOps is about eliminating silos and bringing development and operations activities together. Deliver the right experience to employees anywhere. Deliver workflows that connect people, functions and systems with the platform of platforms for digital business. information never leaves the ServiceNow cloud that you already know and trust. Identify, prioritize, and respond to threats faster. Tokyo Updated Aug 3, 2022 5 minutes to read Tokyo Customer Service Management Resolve complex issues end-to-end. Educate stakeholders on the capabilities coming in ServiceNow upgrades. ”. Table 1. 4. When issues do happen, learn where they exist, quantify their impact, and resolve them quickly. The Elastic Security UI provides several ways to create and manage cases. This release introduced Foundation Data as a new domain and set some Key Principles. Examples represent the Next Experience Unified Navigation and the CSM Workspace environments. Tangoe ServiceNow case management via Rest APIs is a set of REST HTTP APIs that expose many capabilities required to access and create a case on Tangoe ServiceNow instance. Examples represent the Next Experience Unified Navigation and the CSM Workspace environments. Anticipate legal service demand and drive continuous improvement with real-time reporting and dashboards. Set up Agent Workspace for HR Case Management so that your agents can engage with your employees, answer questions, create cases, and resolve issues. by Appian. Get Demo. Streamline IT Services with ServiceNow: Comprehensive & User-Friendly ITSM Platform. While some of you may prefer to chat about the movie the Matrix. They include the ISO 27001 series (27017, 27018, and 27701), as well as other global, regional, and industry specific certifications such as FedRAMP. If a role is applied to a small number of users, adding the role to User records is easily done. Groups. We have experts in key regions around the world, all ready to support your digital journey. Users can submit HR cases through the HR Service. In “run query and list results” (2) authenticate with user that has log analytics read permission or Microsoft. Case management is the process of tracking, resolving, and evaluating fundamental work units of customer service. Customer Service Management (CSM) von ServiceNow umfasst die nötigen Tools und Ressourcen zur Optimierung der Kundenfallverwaltung für praktisch alle Organisationen und Branchen. “ServiceNow Customer Service Management has all the functionality we need out of the box to streamline services and unlock greater transparency. NOTE: You can learn more about lists, forms, and navigation in ServiceNow in the ServiceNow Basics learning module. HR and shared services teams can use the platform’s Case and Knowledge Management functionalities to search for information and knowledge from. The Customer Service Management (CSM) REST API enables you to retrieve account, case, contact, and consumer CSM records, and create and update case, contact, and consumer records. Community Ask questions, give advice, and connect with fellow ServiceNow professionals. ServiceNow will authenticate the user and profile information will be displayed in the corner of the home screen. VA ServiceNow CSM User Guide Case Submission and Management 4 November 2020. ServiceNow’s Incident Management module, you’ll need expertise in incident management as a process and expertise in the capabilities and features of the ServiceNow Incident Management module to make sure processes align with product capabilities. "Appian - Case Management Solution is a revolution in BPM space". Workforce Optimization. Plan and track portfolio progress—all in one place. Thailand, Bangkok (Regus) All Seasons Place, 36/F CRC Tower. Examples show out-of-the-box. Partner Grow your business with promotions, news, and marketing tools. Built on the ServiceNow Now Platform, the IT Service Management bundle provides an agent workspace with knowledge management, and modules supporting issue tracking and problem resolution, change, release and configuration management, and (on the. Select Trend Vision One. ServiceNow is a fast-growing service management provider that went public in 2012. We did evaluate multiple products offerings with Pega Platform capabilities and observed that Pega PRPC rules engine and case management capabilities are better over so many BPM Tools. The most relevant topics (based on weighting and matching to search terms) are listed first in search results. Is this CSM portal intended to replace cases completely for internal customers? 3. Forgotten passwords, SSO access, and more…. The ServiceNow solution ServiceNow® Customer Service Management makes case management a snap with the following: Case - single platform. Creator workflows. Surface context-aware recommendations and deliver better self-service with conversational AI. Create cases on behalf of a customer or a service organization. Manage risk with full visibility, intelligent insights, and a single system of action. LAS VEGAS — May 16, 2023 — Knowledge 2023 — ServiceNow (NYSE: NOW), the leading digital workflow company making the world work better for everyone, today announced new generative AI capabilities for the Now Platform to help deliver faster, more intelligent workflow automation. On the commercialization front, ServiceNow said it will introduce new premium generative AI offerings across IT service management, customer service management and HR. Each. The AWS Service Management Connector for ServiceNow (formerly the AWS Service Catalog Connector) enables ServiceNow end users to provision, manage, and operate AWS resources natively through ServiceNow. Drive customer engagement and loyalty with digital customer workflows that automate work across departments. There is sometimes the need to limit the capability to add attachments to a particular record type in the system. servicenow. We also conducted a detailed study with developers to identify the best products out of Suite of BPM products. Reimagine every process as a digital workflow. ServiceNow Messaging Service is an expansion of Twilio and ServiceNow’s ongoing and evolving partnership. Best BPM solution provider. Create an incident task to communicate with and request work from assignment groups other than the one that is mentioned for the incident. We can use ServiceNow for all the HR delivery services like timesheet management, performance management, employee document management, and leave management. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registeredAccelerate and automate service delivery and reduce costs by consolidating outdated systems. A one-stop shop for modern businesses across industries, ServiceNow provides smart IT support solutions, internal collaborative tools, employee workflow technology, and customer relationship management functionality. Common systems used for ticket management include ServiceNow and ZenDesk. Get hands-on with a free developer instance. What does case management refer to? Dilley: Case management involves business processes that require workflows and knowledge workers to move a case to its outcome. Process Mining. ServiceNow CSM Case Management Version Utah Report Date July 6, 2023 Product Description Case management is the process of tracking, routing, evaluating, and resolving customer service issues for your customers. This is in-line with ServiceNow's focus on continually improving HR Agent Workspace as a human-focused experience catered toward HR agents. Mike is a senior ServiceNow solution architect with NewRocket. To connect your ServiceNow instance to your Microsoft Office 365 tenant and to authorize applications, you must have both the. 4 This includes incident management, problem management, change management, and asset management. Bangkok 10330. Right-click the header and select Configure > Form Layout. To be successful on this exam, candidates should have attended the ServiceNow Administration Fundamentals class and have at least six months of hands‑on experience with ServiceNow. Become a Certified System Administrator. Determine whether certain users or categories of users can access knowledge bases and knowledge articles by controlling contribute and read access. To remain competitive and facilitate ongoing growth, 7-Eleven places significant focus on preventing, identifying, and resolving customer issues. Accenture’s case leveraged ServiceNow’s customer service management platform for a contact center service environment. A business is only as effective as its employees. Case forms can be. “I believe that the way we were able to leverage ServiceNow for our pandemic . Skip to page content. Track coverage, swaps, and time-off requests. Internal roles and external roles The CSM internal and external roles are divided if they contain sn_esm_agent and sn_esm_user. May be initiated by end-users or IT staff as part of a planned. Strategic Initiative Use case How does this tie back to the CMDB? Align IT with the business An IT. Assign articles to teams to manage feedback and maintenance. Vendor Performance Management. Previously, all client calls were assigned as an incident, with agents trying to complete fields that weren’t relevant. The Automated Test Framework (ATF) enables you to create and run automated tests to confirm that your instance works after making a change. Standardize the process, interaction and fulfillment of inquires, requests and case transfers across the enterprise. Workforce Optimization. Case Studies. But CRM focuses primarily on generating sales, sometimes neglecting the more-service oriented. Combine ITSM with other products and apps to create a powerhouse technology platform. me months to achieve. Automate and connect anything to ServiceNow. Objective. IT Service Management. ServiceNow also enables Experian to change the way service desk tickets are catagorized, to ensure the most appropriate resolution workflows. 120 in-depth reviews from real users verified by Gartner Peer Insights. Forgetting features and functions for a second, just thisYou have created an email notification that triggers on a specific event. How search works: Punctuation and capital letters are ignored. Multi-step processes span disconnected teams and systems. Now Platform. Allow us to assist you in determining what you require and simplifying the. Competitors and Alternatives. To get to the Case Management app, click into the App Launcher () then find and select Case Management. Each submitted request generates an associated customer service case. Description. December 3, 2021. Now, all incoming calls are logged using the ServiceNow case management capability. Surveys of employees and executives have shown that the automation of digital workflows yields benefits for both. Select OK. Danielle explains, “For everyday HR requests—such as available. Experience a live, in-depth demo. Total revenues of $2,150 million in Q2 2023, representing 23% year‑over‑year growth, 22. It’s our one-stop shop for HR services. Community Ask questions, give advice, and connect with fellow ServiceNow professionals. Flight Centre Travel Group’s IT Service Management Takes Off with ServiceNow ; De Volksbank Achieves IT Service Excellence with ServiceNow ; How to get Reporting. Handle cases with ease. Automate the creation of ServiceNow incidents from alerts generated. Employees can submit an HR request via the Employee Center. To deploy ServiceNow, our global IT organization team needed to migrate Accenture’s legacy ITSM tools to the new platform. Special characters like underscores (_) are removed. Empower your team to resolve requests easily through a single system of action. It is easy to manage. In this case, updates between incidents in Smart SOAR and their respective tickets in ServiceNow need to be kept in sync, and vice-versa. Guide employees through procurement requests using their preferred channels. ServiceNow HRSD’s Case and Knowledge Management is all about giving employees an excellent service experience. Manage interactions and SLAs, model account relationships, and support outsourced service. Key feature. Advanced Audit Management Provides the capability to automate the complete audit lifecycle, including risk-based scoping using auditable units, resource and cost planning, milestoneEffective customer care after the sale helps build trust and confidence in the brand. Loading. ServiceNow Service Catalog allows your organization to request IT and other corporate services through a familiar,. Below you will find a list of the available endpoints with the latest information. Features. Click the “Profile Icon” in the upper right-hand corner and sign in. ServiceNow is the Enterprise Cloud Company, providing enterprise service management solutions for global IT. Community Ask questions, give advice, and connect with fellow ServiceNow professionals. In a new browser tab, go to the Teams Rooms Pro Management portal and go to Settings. Table of Contents: What is SLA Types of SLAs What is response and resolution SLA in Service-now How do I create SLA agreement What is a retroactive start in SLA What is Retroactive pause time in SLA How. ServiceNow Innovation Management allows organizations and employees to collect, vote on,. Routing and assigning customer service cases - Product Documentation: Tokyo - Now Support Portal. And customers can get what they need when they need it. Loading. Organizations that deploy ServiceNow IT Asset Management are often transitioning from stand-alone ITAM and Software Asset Management (SAM) point solutions to a fully integrated suite of applications sharing a common interface and database. At ServiceNow, every part of our business relies on our global IT infrastructure: service management, human resources, information security, finance, compliance, and more. Automate and connect anything to ServiceNow. Skip to page contentDemo Risk Management. Success Story Poster. We now can see how customers contact us and whether we are able to resolve their case first time. Case Manager [Intro paragraph] Employers seeking the highest quality applicants often begin their job description with a few sentences highlighting the things that make the opportunity unique and the value their organization brings to new hires. Business leaders must drive uninterrupted innovation and enable their. Workflow automation examples. ”. Let’s make it happen. Why this is important. In customer support, the customer case (or simply ‘case management’) is the primary, most essential entity. To use this API, users must have the. We can use ServiceNow as a ticketing tool for managing. A collection of related information, incidents, problems, and tasks that are often managed together to achieve a specific goal. The stock, up 73% YTD, this week hit a new 52-week high of $678. Import orders from third-party systems and fulfill them within ServiceNow. Case Studies. Order Management for Telecommunications. Shares of ServiceNow (NOW) have risen 27% since the company in late October delivered strong Q3 results. CASE is a subscription service that offers ongoing strategic advisory, guidance, and practical support to enhance your ServiceNow investment. Intelligent Automation Platform Solutions. Naturally, the price of your ServiceNow licenses also depends on the particular product you choose: IT Service Management, IT Operations Management, IT Business Management, Security Operations, Customer Service Management, HR Service Delivery, etc. Prioritize vulnerability management with asset, risk, and threat intelligence and workflow with IT for fast, efficient response. Reduce customer effort and improve your bottom line. Increase productivity Solve issues faster with everything you need in one place. 8+ years of experience in IT with over good experience on ServiceNow Development, Maintenance and administration. In the Case Management category, view the list of tasks to configure the feature. It has a unique way for naming. A case is a means of capturing the details of a service, project, transaction, or response to customer requests. Combine HRSD with other products and apps to create a powerhouse employee experience platform. Empowering you to create exceptional business outcomes. With digital workflows, ServiceNow brings all the work online and lets procurement teams configure tailored processes to fulfill requests efficiently. Documentation Find detailed information about ServiceNow products, apps, features, and releases. HR Service Delivery Non-Scoped. • Workplace Visitor Management, register guests and off-site employees, manage daily visitor registrations and communications • Workplace Case Management, standardize the interaction and fulfillment of inquiries, requests, and case transfers across the enterprise • Workplace Space Management, plan workspaces, assign costIntegrating ServiceNow with Microsoft Teams - Product Documentation: Tokyo - Now Support Portal. How to setup Parent-child relationship properly or how to setup partner - Support and Troubleshooting >One of the most powerful ways of automating a process is to make it available to users through the Service Catalog. It was rather a set of “Product views” or “Use cases” on how CSDM relates to other ServiceNow Products such as ITSM or Incident Management. On the System Plugin form, review the plugin details and then click the Activate/Upgrade related link. Additional 1TB Storage. Some tables are defined to remove data by default, on a weekly or monthly basis via 'table rotation'. Impact Urgency Matrix Defined! June 21, 2022. Kissflow. Handle cases with ease. 03. A case type represents the processes and the data that are needed to resolve a specific type of customer issue. Scale order management to take on modern telecom opportunities and build for customer success. Do more with HR Service Delivery. Intelligent IT operations Use AIOps and machine learning to proactively pinpoint disruptions and root causes for higher service uptime. Link end-to-end digital workflows to popular business apps with ready-made Integration Hub spokes. Documentation Find detailed information about ServiceNow products, apps, features, and releases. Special characters like underscores (_) are removed. Reduce caseloads by automating mundane tasks and decrease MTTR with Q&A and case summarization. Build cross-enterprise digital workflow apps fast with a low-code platform. Case and Knowledge Management; Employee Center; Enterprise Onboarding; Employee Journey Management; Now Mobile app; Workplace Service Delivery. Effective case management technologies enable organizations to create and track cases to match unique situations, whether for categorization, to support specific use cases, or to keep. Demo CSM. You can also send cases to these external systems by configuring external connectors: ServiceNow ITSM.