We installed tool tip text to help you as a Customer Administrator understand how you should assign your HI users.

Ability to Open Records in a New Tab

We have implemented the ability to open your list view records in a separate tab. To access this time saving function, use the right click function on your mouse. You will be able to use this function on almost all list views in HI.

Instance Management Reporting

We created a report so you could download key information on your instances. Instead of having to cut and paste information from various sources now you can simply run a report from HI to know instance versions, data centers, IP addresses and other critical instance details.

Case Management Reporting

You can also download a summary of your cases from the Case summary page.

Version Filtering on ServiceNow Community

To empower you to find the most relevant information when you are searching for advice or solutions, we have deployed a version filter on Community content.

Scaling: Innovations in Progress

The Service Management team is also focused on bringing innovation to you so that you can focus on what matters most, for you and your business.

Idea Management: October

Got ideas? A new Ideas Portal will be hosted on the ServiceNow Community. On this portal you will be able to view and comment on ideas, vote on your favorites, and submit ideas of your own. The top ideas will be reviewed by ServiceNow, and we will communicate back to the community the status of those ideas.

Community & Case integration - Close the Loop: September

We have started establishing the groundwork for integrating our Community with Case Management. We understand that when you have a question on the Community you need a response. Our “Close the Loop” Community to Case feature will give you an option to create a Support Case if your question has not received any replies on the Community.

Note: This is a phased roll-out applicable only to known customers. Known customers have the same email in HI as Community.

Mobile On the Go Experience: October

As a busy Admin, it's hard to keep track of all the notifications and updates from the HI Service Portal so we are launching a mobile on the go HI experience for customer service and support.

Artificial Intelligence Everywhere

My colleague Howard Shaw is uber focused on embedding artificial intelligence everywhere and establishing deeper relevance and personalization in everything we do. His first step is to improve the experience and capabilities of Virtual Agent by leveraging the newest NLU (Natural Language Understanding) capabilities in New York. Next up is to expand our use of AI innovations across the entire service transformation portfolio, so we can provide even better service to our customers.

It truly is an exciting time. If you have a suggestion or would like to give us kudos for the work we have done or are planning to do, please log into HI and use the convenient Feedback button. I personally read every piece of feedback, and the positive ratings with constructive feedback are my favorite way to start the day!

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