Top 4 New Features in ServiceNow’s Kingston Release

 

Aeritae Solution Consultant and ServiceNow expert, Phil Holmer presents four compelling reasons to consider upgrading to ServiceNow’s new Kingston release.


1) Agent Intelligence

ServiceNow says: Use machine-learning algorithms to set field values during record creation such as setting the incident category based on the short description. Train predictive models to act as an agent to categorize and route work based on your past record-handling experience.

By default, the system offers these predictive model solutions.

  1. Incident categorization: Predicts the incident category based on the short description.
  2. Incident prioritization: Predicts the incident priority based on the short description.
  3. Task assignment: Predicts the task record assignment group based on the short description.

Phil: This is a huge step to make the platform more intuitive. As a previous help desk employee, these small changes can make a world of difference in the everyday workload.

More information:
https://docs.servicenow.com/bundle/kingston-servicenow-platform/page/administer/agent-intelligence/concept/agent-intelligence.html


2) Major Incident

ServiceNow says: When a major incident candidate is promoted as a major incident, the incident itself is considered as a major incident. There is no new incident that is created. The value in the existing Assignment group or the Assigned to field does not change to the major incident management group or any user. The major incident manager needs to reassign the value of the fields as appropriate.

Phil: I have long waited for ServiceNow to include an integrated Major Incident process. This is a great starting point for anyone not sure how to integrate a Major Incident Process into their own organization.

More Information:
https://docs.servicenow.com/bundle/kingston-it-service-management/page/product/incident-management/concept/major-incident-management.html


3) IntegrationHub

ServiceNow says: IntegrationHub enables execution of 3rd party REST APIs as a part of a flow when a specific event occurs in ServiceNow. These integrations, referred to as spokes, are easy to configure and enable you to quickly add powerful actions without the need to code a script. For example, you can post a message and incident details in a Slack channel when a high priority incident is created. If you have multiple ServiceNow production instances in your environment, you can synchronize data across these instances using the eBonding spoke.

Phil: I have done more than one integration between ServiceNow instances. This is a great tool for those looking to do it for the first time. Admittedly, its only REST API’s and only has a 5 available spokes, but it does provide a great framework for creating new REST integrations. I personally hope that in the current Wild West world of integrations, all integrations will start using a framework such as this to limit maintenance costs.

More information:
https://docs.servicenow.com/bundle/kingston-servicenow-platform/page/administer/integrationhub/concept/integrationhub.html

Available spokes:
https://docs.servicenow.com/bundle/kingston-servicenow-platform/page/administer/integrationhub/reference/spokes-list.html


4) Configuration Compliance

ServiceNow says: Configuration Compliance is a Secure Configuration Assessment (SCA) application that aggregates scan results from integrations with configuration scanning applications, such as Qualys Cloud Platform. You can prioritize configuration compliance issues using the Configuration Management Database (CMDB). Configuration Compliance tightly integrates with the IT change management process to remediate non-compliant configurations.

Phil: With the enhancements in Vulnerability Management in 2017, more and more organizations are looking to integrate Qualys type data into ServiceNow. This use case was specifically asked of me this year. I had to tell the customer that, due to no base system functionality to accomplish it, the cost would likely be more than they were looking to spend outside of Vulnerability Management. With Configuration Compliance, this would now be a great value-add to the already robust Qualys Integration platform!

More information:
https://docs.servicenow.com/bundle/kingston-security-management/page/product/vulnerability-config-compliance/reference/vuln-config-compl-landing-page.html


Considering an upgrade to Kingston? Aeritae can help. Contact us today to learn more.

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Phil Holmer

Senior Consultant, AERITAE