ServiceNow’s Geneva Release Is Worth a Closer Look

Matt-MillerServiceNow’s Geneva, a major software release packed with powerful new applications, features and enhancements, has been live for just over a month. End-of-year releases have a way of getting lost in the holiday shuffle, so don’t worry if you haven’t had time to look under the hood quite yet. We’ve grouped Geneva’s most exciting, relevant features by use case below:

Better End-User Experience

Geneva boasts several tools for a cleaner, more efficient, more social end-user experience:

  • More modern look, with enhanced navigation and improved customization throughout
  • Connect feature enables requestors and fulfillers to collaborate in real time, reducing friction and redundancy
  • Native Apple mobile app with common ServiceNow task functionality, plus Apple Watch progress app with real-time notifications, approve/deny actions and more
  • Visual task board with checklists within cards and automatic email notifications for SLA breaches

Better Reporting & Analytics

ServiceNow’s enhanced reporting and analytic capabilities with Geneva which allow you to:

  • Create and publish reports with new visualization modes: heat maps, single-score widgets, multi-level pivot tables and bubble charts with unlimited drilldown capabilities
  • Leverage new performance analytics widgets with key leading and lagging indicator dashboards, customize data views without modifying underlying reports, present multiple tables in the same chart and more
  • Leverage social Q&A to populate your knowledge base – putting the power of crowdsourced institutional knowledge to use in your ServiceNow environment

Extend Service Management Across the Enterprise

Geneva’s not-so-hidden value lies in a feature suite designed to extend service management capabilities across your enterprise. Geneva makes it possible to:

  • Simplify B2B customer service management with a Customer Service Management Application that provides “transparent and consistent delivery for account, contact, contract, and entitlement service support” (per ServiceNow) and features a self-service customer portal
  • Enhance cross-enterprise operational security with new Security Incident Response and Vulnerability Response tools
  • Empower your non-HR employees to take ownership of simple HR processes, and increase the value of your HR team’s time, with a “skills workbench that enables HR to easily set-up case assignments, bi-directional Workday integration, pre-built workflows to save time, a standardized HR self-service portal and enhanced dashboards and analytics” (per ServiceNow)
  • Give your facilities management team a new visual floorplan workbench to manage workflow and space more effectively

IT as a Business (“ITAAB”) Functions

Geneva takes your enterprise one step closer to operating your IT environment as a business with:

  • Risk management applications that identify at-risk assets and take action to resolve (part of ServiceNow Governance, Risk & Compliance capabilities)
  • Financial management applications with support for multiple cost models, allowing “what-if” simulations for a range of fiscal scenarios
  • A new project planning console that enhances project management and resource planning
  • On-premise proxy encryption software for better encryption control

Service-Aware CMDB

ServiceNow bills Geneva as “the first service-aware CMDB you can trust.” With capabilities like these, it’s not hard to see why:

  • Integrated Service Mapping and Infrastructure Discovery, creating a “unified collection architecture for comprehensive enterprise discovery on the ServiceNow Platform” (per ServiceNow)
  • Service Mapping and Discovery can now directly populate maps in the CMDB, plotting planned and unplanned CI changes over time – making ServiceNow applications truly “service aware”
  • Change enhancements, including change cloning, bulk CI additions and a prescriptive state model
  • Additional support for MS Azure and VMWare
  • New event management capabilities, including the ability to connect alerts to tasks in ServiceNow (speeding time-to-resolution)
  • Orchestration ROI (built on ServiceNow Cost Management) feature tracks every automation run’s ROI and estimates savings based on incident volume and duration

For an admin-friendly primer on the more granular aspects of the Geneva release, see ServiceNow’s helpful resource here. And if you’d like expert guidance during your enterprise’s Geneva transition, get in touch with our managed services team today.