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Quebec release for Process Managers & Product Owners


14 May 2021 / ServiceNow Platform

Authors: Tomasz Sienkiewicz - Head of Research & Development

The latest ServiceNow release has brought some new features, highly interesting for Process Managers and Product Owners. ITSM Virtual Agent, Platform Encryption or Security Incident Report – these are just a few of the attractive new options offered by Quebec.

Probably you have been awaiting this time of the year to see what’s new in ServiceNow and how can it make your work easier. We looked into five exciting feature for you that can improve the previous ways of working.

What is Platform Encryption


This new feature is an alternative to the older “Column Level Encryption” plugin. You do not need additional infrastructure, as it is part of the Now Platform. After installing the dedicated plugin with a separate subscription, you will be able to encrypt both fields and attachments.

Why should you use it?

The biggest advantage of Platform Encryption is the introduction of Customer-Supplied Keys and Key Management. The included Key Management Framework offers you much greater flexibility and autonomy regarding how the different encryption keys are used. There is no need to tie the encryption contexts to user roles. Thanks to the new feature, your data is encrypted through easily configurable cryptographic modules. You may create an access policy for each module based on Roles, Scope and specific Scripts Access.

Quebec Servicenow

Source: https://docs.servicenow.com/bundle/quebec-platform-administration/page/administer/key-management-framework/concept/understanding-kmf.html 

Reporting and Performance Analytics Enhancements


Reporting enhancements are a perfect way to expand your reporting by tailoring it with multiple formatting options, including calculations and robust dynamic design. The two applications are complementary to each other. You can now leverage the power of UI Builder to create, edit and share Performance analytics dashboards (Analytics Center) embedded in your Workspaces. Performance Analytics enhancements give you the flexibility to improve and configure the dashboard with calendar support like fiscal year requirements. Standard Reports include Calculated Fields for running on-the-fly calculations. You may no longer need all those additional tables to store partial data calculations.

Why should you use it?

Both apps let you respond to questions about the process development journey. Reports give you a current picture of instance data, while thanks to Performance Analytics, you can track performance against your Targets and compare it at different points in time.

Quebec Servicenow

Source: https://docs.servicenow.com/bundle/quebec-now-intelligence/page/use/performance-analytics/concept/pa-vs-reporting-pa.html 

Native AI Virtual Agent


Virtual Agent is a sophisticated AI-driven agent. ServiceNow included the AI into the Virtual Agent for ITSM package. By utilizing it, you can rapidly implement automated handling of various tasks and get quick value.

Why should you use it?

The Virtual Agent helps you provide topic recommendations, collect defects and issues, and better collaborate with third parties tools. Since it is a low code feature, you can build your own conversations, chatbots with AI. It lets you concentrate on more challenging incidents. Thanks to the Natural Language choice, you can improve understanding the conversation flow and the user experience.

 

Process Optimization


It allows users to improve outcomes by optimizing the process flow. By using Process Optimization, you will create business process flows from data in audit trails and you will be able to analyze the effectiveness of your processes.

Why should you use it?

It is a highly competitive feature. You will deliver better output for different processes, making sure they are more streamlined and efficient. Thanks to information about the amount of users, the user experience, you will be able to identify the bottlenecks and their reasons.

Quebec Servicenow

Source: https://docs.servicenow.com/bundle/quebec-now-intelligence/page/administer/process-optimization/concept/process-optimization.html 

Security Incident Response


Incident resolutions are the ones with the highest priority when it comes to ITSM processes. The new feature allows tracking the security incidents process from the discovery to creation of a knowledge base article.

Why should you use it?

By utilizing Incident resolution playbooks, you will enable your IT team to automate the resolution process tasks faster by visualization of the workflow. It will help minimize human error and any delays that might occur and resolve many incidents with a low effort from human intervention.

Source: https://docs.servicenow.com/bundle/paris-security-management/page/product/security-incident-response/concept/what-is-sir.html 

Interested in the upgrade?


If you are interested in the QUEBEC upgrade, do not hesitate to contact us. We have 10 years of experience working with ServiceNow. As a ServiceNow Elite partner we provide our clients with expertise, dedicated teams, and more. Our applications are certified in the QUEBEC version – take a look at them here.