KA2 Insights: A look into the ServiceNow Rome Release

07 September 2021

The Rome release contains many new features, and we at KA2 have been impressed by the updates across several areas.

We expect IRM to be a key focus for ServiceNow in the coming release as many organisations work to get their Operational Resilience Framework in place.

In addition, Automation, Centralisation, and Integration will be essential themes to support the continual need to transform business operations and hit the impending deadline for regulatory change.

ServiceNow will already be getting customer feedback on what organisations need, and this will fill the development backlog for a long while to come. 

With clients in mind, we have pulled out three key highlights from the Rome Release which we think you will find exciting developments to the existing functionality.


Field Service Management 

  • Field service crew operations: Support complex work orders with technician teams. Define and create fixed and ad hoc crews. Assign a crew to complete a work order task. Document work notes with a leader debrief. 
  • Intelligent task recommendations: Improve technician utilization. Recommend tasks to fill schedule gaps. Allow technicians to request additional work from the mobile app. 
  • Dispatcher Workspace enhancements: Minimize travel time and maximize productivity. Optimize technician routes to reduce travel time. Schedule fieldwork based on customer access hours. 
  • Mobile timesheets: Manage timesheets on the go. Allow technicians to record and submit time entries from a mobile app. Simplify timesheet management and reduce administrative burden. 

Now Intelligence 

  • Automation discovery: Identify opportunities for automating ServiceNow applications, such as Virtual Agent and Agent assist. End the struggle with how and when to turn on automation solutions from ServiceNow, and increase deflection while lowering MTTR. 
  • Virtual Agent enhancements: Transform user engagement and simplify developer experiences with features such as asynchronous chat, Virtual Agent Designer, and conversational analytics. 
  • AI Search enhancements: Improved accuracy and relevancy for an enhanced user experience. Search external content securely, driving a cohesive experience for customers looking for a unified portal solution. 
  • NLU Workbench enhancements: Multilingual Model Management delivers an enhanced workbench experience with multiple ways of translating a  model from a primary language to a secondary language for greater flexibility. 

ServiceNow mobile 

  • Mobile App Builder: Quickly build and configure mobile apps. Simplify mobile configuration and increase developer productivity with a single intuitive interface. 
  • Mobile B2C enhancements: Unlock new mobile users and use cases with external user support and mobile publishing. Build custom apps with Mobile SDK beta. 
  • Mobile experience enhancements: Create engaging everyday experiences with native functionality. Includes new features such as asset reservation, universal linking, and Mobile Onboarding consolidation. 


You can read the full review of the Rome release here –