SilverStorm Blog

Helsinki, the latest version of ServiceNow

Posted by Rocío Sanguino on Aug 31, 2016 9:52:24 AM

Helsinki is the name given to the latest version of ServiceNow. It's been a few years since the leading Enterprise Cloud Company established the tradition of naming each new upgrade of their Enterprise Service Management software after the most influential cities in the world. Each upgrade progresses through the alphabet, adopting the name of some of the world's best-loved locations. The first upgrade was named Aspen, and for those interested, the next version will be named Istanbul. 

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What can you expect with Helsinki?

In this latest upgrade, ServiceNow has made an effort to adapt the solution to the different philosophies and demands related to Digital Transformation. 

With the Helsinki release, the long-awaited launch of the new Portal Manager has arrived, complementing the current Content Manager functionality (CMS). The Portal Manager is an application that allows you to leverage the full Social and Web capacity of ServiceNow, that has always been available in the solution, in a visual and intuitive format. This tool also permits the management and configuration of the interface by users who don't necessarily have a technical profile.

The principal advantage of the Service Portal is that it is mobile friendly. Another main advantage is that the Service Portal is an independent application making it future-proof in terms of new functionality or upgrades. 

Taking a closer look, Helsinki achieves the following:

  • It bridges the gap between the user experience and the service consumption
    The user can now create new and more attractive portals incrementing the power that ServiceNow supplies to it's users. All this without the high prices of design and maintenance that other solutions may contain.
    • New portal designer.
    • Pre-designed portals ready to be used. (ITSM, Human Resources Service Management and Client Service Management portals are available).
    • 100% responsive on any device (iPad, Android, Mobile and Web).
    • Intuitive and real-time dashboard creation (drag and drop).
  • Accelerate Time-to-Value
    The world is continuously changing and being competitive is a daily challenge that requires speed on the design and implementation of solutions. This philosophy has been completely incorporated into the Helsinki upgrade:
    • IT Service Configuration Guide based on ITIL best practices.
    • Contextual help in IT service management.
    • Improvement in the secure visualization and the management of the CMDB. 
    • Accelerators for developers: delegated development.

Helsinki also introduces several enhancements to processes within the solution. There have been improvements to service and operational management processes, greater application development functionality and increased management of the infrastructure and platform.

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Service Management:

ITSM:

  • IT Service Portal: based on the new service portal designer, that delivers a better user experience.
  • Guided configuration: accelerates the implementation time.
  • Contextual help: immediate assistance when and where it is needed.

Customer Service Management:

  • Directed communications: proactive communication with a group of specific clients that improves the user experience and reduces the level of requests.
  • User and Preferences Management Self-Service: reduces low-value tasks and allows more flexibility for client/user.
  • Redesigned central work distribution: intelligent recommendations of the agent to be assigned that improve the efficiency of the Mobile Service.
  • Client Service Portal: new, modern and responsive to the devices from which it is accessed with the main objective of improving the user experience.

Security Operations Management

  • Intelligent treatment of security threats: support for multiple threat intelligence sources to accelerate the identification of threats.
  • Automatized selection of security incidents: based on workflows, the response time to identify and contain security incidents is reduced.
  • Improve the business impact calculation: incidents and threats are more effectively prioritized.

Governance, Risk and Compliance (GRC): 

  • Policies and Compliance Management: develops the policies and puts in practice the compliance controls that assure the business and IT operations.
  • Risk management: real-time risk management, measurement of the financial impact of the risks and acceleration of the recovery.
  • Audit Management: audit based on risks to optimize the productivity (eliminate recurring risks and reduce times and costs).

Service Strategy:

  • Project Management (PPM): tracking and optimization of the workload in one view to improving the decision-making process and the presentation of reports.
  • Program management: manage the scope, cost, and capacity of the project groups and the demands for better control of projects.
  • Financial management (FM): flexible financial models, bottom-up cost estimations, budget assignations, and planning.

HR Service Management:

  • Human Resources Service Portal: a new, modern portal with the objective of improving the employee access and that facilitates employee on-boarding.
  • Twenty Pre-designed Human Resources Services: human resources services created previously following the best practices.
  • Electronic signature capacity: the documents can be completed/signed using the username and password, written name or a signature. 

IT Operations Management:

CMDB: with a new, unique view of the CMDB, helping with the integrity and accuracy verifications.

Added alerts: a new concept of alert groups that allow the acceleration of the interruption resolution process with the visualization of the alert groups through a timeline. 

Multi-Cloud Costs Management:  more cost transparency and visibility in the cost reports of the cloud resources.

Application Development:

Delegated development: allows IT to escalate the application development to the administrators securely.

Source control integration: source code control distributed with Studio IDE and Git for agile development.

Support for ES5 / JavaScript 5th edition: to increase the developer’s productivity.

How can SilverStorm help when upgrading to the new Helsinki version?

SilverStorm permits customers to migrate to the new ServiceNow version, whilst maintaining ad-hoc applications and customizations that may have been made on previous versions. Our customers can immediately take advantage of new features without impacting on the daily customer service. The upgrade process adopted by SilverStorm follows a systematic approach for migration preparation, identification and change evaluation. In addition the upgrade process includes a complete and thorough test plan.

The upgrade process is very straight forward:

  • The process begins with the cloning of the production instance, to a pre-production instance.
  • ServiceNow, upon receipt of a request through the manufacturer's support portal 'HI.service-now.com' then proceeds to automatically upgrade the pre-production instance.
  • With the upgrade complete, SilverStorm carries out global testing, including testing the user-modified functionality as well the manufacturer's modified functionality. SilverStorm performs all testing in conjunction with the customer.
  • A detailed report is provided to the customer as part of the testing phase. The report identifies any incidents that were encountered as well as their associated solutions.
  • The customer then gives the approval to carry out the upgrade on the production instance. 
  • Upon completion of the upgrade on the production instance, SilverStorm repeats the testing process, providing the same report to the customer. The customer accepts the upgrade once testing has been successfully completed.

Please get in touch with us if you need more information about this version or the next ServiceNow upgrade, Istanbul.

SilverStorm Solutions

SilverStorm bridges the gap between the strategy and the transition for business-orientated service management. We listen to what our customers want to achieve; their success is what as a company, and, as an individual, counts.
 
We deliver next-generation service management as part of the digital transformation that our customers wish to achieve. We innovate by adopting disruptive technologies that focus on the business operation and the IT infrastructure. We solve our customers' challenges to create business services that manage heterogeneous environments across a hybrid platform.
 
Our DNA does not permit us to settle for anything less than excellence within every group of the company.

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