The Vancouver release from Advance Solutions, launched on September 20, 2023, introduces new products and features aimed at enhancing the ServiceNow experience through generative AI. Key improvements include a revolutionized customer experience through improved service management integrations, enhanced automation for field service management, and streamlined IT operations with better performance insights. Organizations are encouraged to upgrade to take full advantage of these advancements.

1. Top 5 picks from
Vancouver Release
www.advancesolutions.com

2. • Launched on September 20, 2023
• Enriched with cutting-edge capabilities designed to propel your
business forward.
• Introduced with a range of exciting updates, including new
products, applications, features, and enhancements, all aimed
at elevating the ServiceNow experience.
www.advancesolutions.com
Vancouver Release

3. © Advance Solutions Corp.
Vancouver Release
and Generative AI
The Vancouver release
incorporates Generative AI
(GenAI) to enhance automation,
offer predictive insights, and
optimize decision-making across
the ServiceNow platform.
This advancement simplifies
procedures, streamlines
operations, and aligns seamlessly
with the release's overarching
objectives

4. www.advancesolutions.com
Top 5 picks from
Vancouver Release

5. 1. Customer Experience Revolutionized
CSM + FSM – Install Base Maintenance Plans
• As the focus is on customer happiness, the integration of Customer Service Management and Field
Service Management now incorporates Install Base Maintenance Plans, providing a comprehensive view
of data and schedules.
• This empowers organizations to address inquiries promptly, eliminating the need for transfers and
elevating customer satisfaction.
Customer Service Management (CSM)
• Introduction of Voice Agent and Queue Transfer, elevated customer support.
• Agents can seamlessly transfer calls, enhancing efficiency and issue resolution rates.
• Open Frame features offer extensive customization of the Agent UI for a personalized customer experience.

6. 2. Field Service Management (FSM)
Scheduling Enhancements
• Organizations may now automate scheduling, and group tasks, and optimize staff management, allowing
for better resource allocation and deployment.
Mobile Playbooks for FSM
• Mobile Playbooks enhance field service management, guiding technicians through streamlined activities
for proper work order execution and documentation.
• With built-in compliance checks and mandated inspection stages, risks are reduced, and service
consistency is improved.

7. 3. IT Service Management (ITSM)
Transformation
ServiceNow for Microsoft 365
• In the ServiceNow Vancouver release, Employee Centre is seamlessly integrated into Teams, Outlook, and other
Microsoft 365 products. This integration accelerates service operations by streamlining issue resolution.
Process Mining
• Process Mining identifies and rectifies process inefficiencies by automatically detecting bottlenecks, rework, and
unnecessary stages, enhancing overall operational efficiency.
• The Success Dashboard provides in-depth insights and benchmarking capabilities, enabling organizations to compare
their performance with industry-leading peers.

8. 4. IT Operations Management (ITOM)
Evolution
Service Graph Connector for Open Telemetry
• Using the Service Graph Connector, organizations can manage Kubernetes, microservices, and other Open Telemetry
features directly from their CMDB.
• This functionality supports predicting and preventing outages, assessing performance, and efficiently managing
alarms.
Redesigned AIOps User Experience
• In Vancouver, the AIOps user experience has been enhanced for greater efficiency.
• The Express List screen now integrates third-party events, logs, and analytics, while new admin dashboards provide
valuable information.

9. 5. Advanced IT Asset Management
(ITAM)
Cloud Cost Management Workspace
• The inclusion of the Cloud Cost Management Workspace simplifies cloud optimisation.
• This feature offers insights into cloud optimisation savings prospects, improved reporting, and analytics, and
streamlined configuration and setup processes.
Software Bill of Material Management
• Understanding software components is crucial, and the ServiceNow Vancouver release offers a centralized view of these
components. Additionally, it provides assistance with remediation workflows for critical issues, effectively bridging the
gap between SecOps and vulnerability management.

10. Upgrade to the ServiceNow Vancouver
release to take complete advantage of the
ServiceNow platform.
Talk to our experts
www.advancesolutions.com
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