e [Applause] hey everyone it's Justin thank you for watching and or listening to the podcast and welcome to my house it's time for another service now store highlights video or SSH version 0531 2024 it's our last episode in May of 2024 and we're actually coming off the heels of one of our bigger episodes this year which was the 524 episode last week where we had 869 uh new updated or removed applications but this week we're down to a more normal level of 38 newer updated applications if you look there on the Le hand side we have three compatibility updates one downgrade uh we'll check while we're recording this to make sure that's still a downgrade uh four fixes eight highlights nine minor updates 11 new releases one of them from service now and two release notes fails wouldn't be an episode if we didn't have a release notes fail unfortunately but let's start checking out the compatibility updates here there's three of them we've got cyber reason endpoint protection platform semantic DLP end user remediation and visit us were the three applications that were um I saw that just got an update to be compatible with Washington Vancouver or Utah um I think it was a mixture this time around it wasn't all just Washington DC there was a downgrade best practice engine from bravium Consulting Incorporated let's go ahead and check the status of that see if that's changed um yeah so version 54.63 was released on May the 2nd um but it has been withdrawn from the store you can see here on May 22nd that's why it showed up on this episode it was withdrawn due to a bug and so that is uh the old version now 5355 is the one you want to stick with until they fix their application so that's the one downgrade for the episode there were four fixes at Ice Flow RBM custom components um that's a that's a component within UI Builder so it's not actually an application it supports another application that's further um that's in one of the other categories here but um crowd strike Falcon exposure management for vulnerability response live agent chat integration and value tracker from adino K were the four fixes for this episode uh we'll skip the highlights cuz we're going to come back to that there were nine minor updates now a minor update means there were some fixes there may be some compatibility maybe some enhancements but it was just small not enough to highlight in the episode um but you may want to go check these out if you're using them uh let's go through the list here elastic for itsm elastic for security operations or SEC Ops hash aore Vault credential resolver omada service catalog onsolve it alerts open text XM and spoke recorded future for security incident response and threaten Ence service graph connector for clarity xome and Metate and true sight GRC integration all were minor updates uh for the purposes of our episode and again we're going to skip the new releases because we're going to do those next uh but before that we do have our release notes fails all a release note fail is means it means is that on the release notes for the application there was nothing for me to be able to tell is this an upgrade is it a minor update is it compatibility is it a fix there were just no release notes repeated release notes or features um application features listed for them but they are gen AI assessment and guard rails just two release note fails for this episode so let's get to the good stuff uh new releases there were 11 of them and um I'm going to start so the top one here APM modeling tool common is the new one from service now but let's actually open up this one this is that's a supporting app this common here uh Enterprise modeling and visualization um is the actual app same case here with this SN apppp diagram Builder that's a supporting application for this Enterprise modeling and visualization so let's open that first this is a new one from service now the Enterprise modeling and visualization functionality in the Enterprise architecture workspace helps you with diagramming and modeling capabilities uh key features for this new app from service now create modeling di diagrams using predefined shapes saves as a new version synchronize shapes and relationships between multiple configuration items to the repo or the rep repository and add related records to the configuration items within the diagram um I'm actually really interested in checking this out but here's some screenshots uh looks like we're in the Enterprise architecture workspace and someone has clicked the create button and now we're uh seeing a modal popup for naming the diagram that is being created and then once that goes to the next screen we can see uh the diagramming tool the artifact to link to what type of diagram it is um in this case a business application hierarchy what business application to attend the payroll management system and then the entities under that so the application service servers Hardware software and business capabilities this this model existed when with the Lucid chart integration so we've seen this before um uh these options before on not actually configuring that but the next one uh there's only two screenshots so the next one I assume is going to the next screen that would should have been a screenshot would be what that looks like um and that's what I don't know but seems interesting um so there's this application from service now that's new uh let's go back up to that top one that I skipped this is the APM modeling tool comment okay good this had this one actually shows the diagram that I was expecting in the previous one so this diagram is the attendee and payroll management system diagram and um I'll I'll zoom in on this on post but you can see on the left hand side of that there's the shapes um that can be placed on the diagram on the right hand side the data or the information about the node that's selected and I think the node is the attendance and payroll management system node um but full mapping or diagramming capabilities is within that workspace um so it's pretty cool so that's the second of three apps and then the last one we'll click on down here at the bottom this is a supporting component it's the main wrapper for the Enterprise modeling and visualization app no screenshots other than or no screenshots at all but the key features there were uh a shape pallet diagram canvas and a slot to show the shape details everything I just showed you on the previous screenshot this application kind of enables that so if you're going after this tool um or want to play with it you're going to need you're going need four things really you're going to need the Enterprise architecture workspace and then you're going to need these three new apps the APM modeling tool common Enterprise modeling and visualization and SN APM diagram Builder my bet is as soon as you install this guy it's going to bring in the dependency so that's really the one you want to focus on but enough of service now let's get to some other new applications first up it's going to be from Bright pattern uh bright pattern Omni Channel Communications for CSM communication and automation plugin for CSM platforms integrated service now with the bright pattern Cloud contact center uh key features lots of them here let's see if I can summarize this uh meet your customer on any channel automate more self-service tasks streamline agent work usage identify and protect users uh resolve device issues directly and quickly eliminate password reset headaches and leverage comprehensive contact center features including service queuing agent routing performance metrics and quality management super supervisor monitoring and interaction reporting um are all the features of this new application we do have some screenshots first it looks like uh the uh this is the CTI or call dialogue showing a knowledge-based article for um I think it's a call dialogue it looks like the little popup that you would have uh for answering a call um it's showing on the next screenshot too so we've got an inent record in the the Legacy or the classic UI and then the Paul call Pop not Paul cop call call Pop uh showing the CTI or call in progress and the interaction I think this just some messages going back and forth um and then here's a control for multiple records showing on that call Pop uh there's a Lisa and then the incident itself Lisa being the contact incident being the record then there's the service operations workspace um that every time I see it this way it looks old um it looks like the old agent workspace but it is the service operations workspace showing a incident overview plus the call Pop uh for managing that call as it's coming in and next screenshot is showing the ready state so service operations workspace with the call poop ready to dial or ready to receive a call and the next screenshot is showing the call poop widget details so all the different features and functionality within that that that model that's popping up and then we're back to our knowledge base first screenshot that we looked at when we open this up so that's what's new from the team bright pattern Inc there's one more from them uh no there's not I this just looks I thought it was one more from them so never mind scratch that next up CDW workplace Service delivery mobile Agent app the agent mobile app for workplace Service delivery key features Agent mobile app for workplace Service delivery okay we're just going to repeat ourselves screenshot uh is it okay we got a couple screenshots so it looks like the service Now application uh but we're looking at a workplace case on the mobile app presentation uh showing the related lists child cases child tasks case slas then there's a list of workplace cases uh so there's two in the screenshot here then there is a workplace task uh showing for Johnny sharp on the mobile device and next screenshot is the case details for a general workplace inquiry test uh probably for populating this the activity stream and then the related lists that we saw in the first screenshot so that's all the screenshots for this new application from cbw Logistics LLC us uh next new application is going to be cross connector for service now/ saap solution manager integrate service now with sap solution manager key features connect service now change task incident task with any process type tickets in sap solution manager let's look at the screenshots first is uh illustrating some synchronized Fields between a change task and um a record in sap it looks like so this is the change task down below this is the record in uh sap and they're highlighting or pointing out with these little boxes what the synchronized fields are between the two applications let's see the next screenshot they have another one here similar thing they're showing a change record on the top and bottom showing the change tasks and uh sync to solution manager uh UI action in the upper right I guess to synchronize that change task uh with the other record in the other system next screenshot is showing the sap system uh with the change ask screenshot from service now and then back to our synchronized field so that is what's new from Cross Alm gmbh uh next new application is that's the one we just went out our first uh management of things orot Enterprise expense management for Mobility Wireline SAS licensing or SAS licensing and Utility Services key features accurate information ensures accurate inventory data within service now for seamless management of mobile devices and services offers an out-of- the-box catalog for straightforward mobile device and service management including ordering Sim replacement and service suspension or activation integrates approval and user eligibility workflows within service now aligning with user and security policies for a safe adaptable experience and enhances request tracking with updates on order status shipping details and notifications directly within service now screenshots for this one there's a catalog on a portal uh showing somebody searching for uh disconnect and adding TV and cable TV repair next screenshot is a list of device cataloges um in the for the regular UI not the portal then there's a list of inventory items and then a new device and service form on the portal so back to the portal showing someone requesting a new phone it looks like an Apple iPhone next screenshot is the tellennium mot integration application menu so they took a screenshot of the application menu and then we're back to that portal screenshot showing the service catalog and that is what new from tellennium Incorporated next new application is going to be prodapt techco toolkit accelerating the service life cycle for Tech Coes key features um lots of information in the key features so Justin is going to summarize here with three short categories provisioning and activation data observability and Discovery and Reconciliation if you're listening there's a lot more on the screen a lot more text and information that I'm not going to try to read to you um so you may want to go check that out if you're interested in something like this there's no screenshots unfortunately um so that is the new application from prap Solutions private limited next one next new app is going to be or next two new apps is going to be proven Optics cost model the cost modeling that aligns to your business key features for this app are streamline cost modeling service seamless service now integration and flexible you can create adaptable cost models use Dynamic data Imports and customize your allocation rules to match your organization's requirements they do have screenshots first one's going to be a dashboard showing the cost model second one is going to be the another dashboard showing the segment and then the last one is the cost object dashboard showing the metrics there so three screenshots of a dashboard for this new one from proven Optics the second new one from proven Optics is going to be proven Optics enablement core cost modeling enablement pack for Enterprise and government key features the new cost model enablement pack for commercial and federal customers ability to import Financial transactions and an ability to Define data Imports looks like we've got a similar screenshot situation of the cost model the segment and the cost object for this application as well so I'm betting these two are related uh with one you probably with the enablement you probably get the cost model from proven Optics so last new application on our list here is going to be rlow vulnerability response application the rlow service Now application seamlessly connects rlow and service now prior prioritizing vulnerability response it Imports vulnerabilities and vulnerable items from rlow into service now centralizing and enhancing cyber security management key features is designed to seamlessly connect uh rlow and service now focusing on VR it aims to enhance organization cyber secur capabilities by importing the vulnerabilities and the vulnerable items that we just saw to provide a centralized and comprehensive view for Effective management and mitigation they have screenshots so let's check those out first off is going to be a list of thirdparty vulnerability entries next screenshot is a list of vulnerable items and third screenshot is the guided setup for radiflow vulnerability integration and the another screenshot for a vulnerable item record showing the information that came through or was synced to service now and next one is setting up the connection so this is doing the integration and providing a uh URL and an API key which is pretty common with pre-built Integrations like this to put in your credentials and test and activate the connection and then next screenshot is a badge from service now saying this is service now operational technology certified and then we're back to our list view of third party vulnerable entries so that's what's new from the team at rifo rlow LTD and that wraps up our new releases which leaves us with the highlights the highlights are significant updates that I thought was worth showing more first on the list is going to be Beyond trust remote support Enterprise Integration updated version $24 1.1 and this upgrade includes added issues drop down to the service portal widget updated workspace autocreate page to link to service operations workspace view of new ticket fix an issue in the autocreate process with an invalid variable name and fix server side session key generation to populate external key with ticket number let's see next highlight is going to be facility management application from dxc technology updated version 2.3.0 and in this version they've got a bunch of things floor plans it's now possible to add assets on a floor plan also to select and view the asset on the floor plan both on the portal and mobile with under preventative maintenance uh the financial report that allows to see the cost associated with maintenance plan groups uh maintenance plan new state for complete now possible to add remove assets on ongoing maintenance plan and orderline costs of preventative maintenance suborders are now updated if workflow rule or expected exchange expected start change um it's now possible to edit some fields of a space reservation SE series uh they've added staged approvals with a more Dynamic configuration for facility order management um and then for product management they've added a maximum hour for a request for a product list added excluding periods for which product list is not available and added order on products of a product list and there were some bug fixes for the space planner visit management space reservations love space reservations uh facility water management and art management on this upgrade from the team dxc technology next highlight is going to be the Genesis Cloud connector updated version 1.0.15 and um why did I include this one it's just a bug fix update script to a query connector properties for new application name IE Genesis Cloud connector this should have been a fix I don't know why I put this in the highlights so I am imperfect and let's fix it let's see if I can change this on the fly with you all watching I'm just going to change this category to a fix and hit save and that will refresh our metrics which we'll revisit here at the end of the episode but let's get started with quality 360 updated version 1.2.3 1 123 get it um and these are some quality release notes uh from quality 360 first up there is a new racy Matrix for stakeholders a new group to assign readon role uh they've added A View to link all cards on the workspace homepage they've added a last refreshed information to the workspace homepage they added a view all link for announcements and new scheduled flow to set announcements active to false if to if the two date is in the past if yeah to if is was worded weird if the two date is in the past um they've changed the risk assessment and symptom Checkers now manage canceled assessments um they've added uh https col SL default to the need click links added email client and document viewer function to task taes improved form layout for the five y's asset and production model or product model filters added to the workspace reporting we only access prevented from performing UI actions and quality managers can now lock and unlock issue records they fixed two bugs uh one that prevented more than 100 characters in a y question um resulting in text being cut off and then the other bug where announcements are still shown even when the two date is in the past obviously that flow up above is part of the fix that is showing down below and they have not removed any functionality in this update and that's what's new from adania I don't don't even know how to pronounce that I won't mess it up but we'll just say um yeah you can see the screen and you can't hear it but it's okay um that's what's new from the quality 360 application how's that all right next highlight runbook management updated version 1.7.1 and this release includes the following enhancements or fixes to existing features under the planner grid time ordered report reintroduced refreshed with search no longer ignore search values grid header retained when showing no tasks and mul action approval of stages are Now supported on the overview panel the Milestone panel shows planned forecast actual end times um now shows milestones in backout plan when back hanging out and fixed refresh actions General page level and issues other various fu is fixes fues other various fixes to export cross runbook dependencies no longer exported for a runbook and event export order of task output is preserved and for an event clone if unscheduled panel no longer shows spous scheduled start um and that's what's new from Ice Flow LTD next highlight is going to be the service graph connector for science logic updated version 1.0.20 and in this one it adds support for file system and network adapters um I felt like that was a significant update to include in the highlights they've actually classified it as a major release so those of you that are using science logic may be looking forward to that uh let's see second to last highlight here is going to be the wiiz integration for config ation compliance updated version 2.3.0 It's a minor version that includes enhancements 4 added a new on demand integration job for pulling host configuration findings added functionality to Mark when resources are deleted before the test result is fixed added a new reference table as a column to the test result table that hold any custom wiiz properties and move the location for turning on debug mode last highlight also from The Whiz team is going to be whiz integration for container vulnerability response updated version 1.1.1 and in this Fe in this release new features include mapping to the third party entry table changing the unique key for finding for creating findings to ensure one-on-one mappings between whz and container VR and mapping new Fields related to The Whiz vulnerability enrichment data such as runtime um and that's it that's our entire episode uh let's just revisit now that we've changed uh one of the things what our summary is we just saw or heard 11 new releases seven highlights instead of eight three compatibility updates nine minor updates uh five fixes instead of four and one downgrade and two release notes fails I hope you found this video or podcast helpful if you did please like Please Subscribe or share with somebody who you think might be interested and what's new what got updated what got removed or downgraded in the service now store and until next time don't forget to always be learning [Music]