From New York to Orlando

The flight from New York has landed in Orlando. Although we physically can’t be in Orlando, we can still appreciate the innovate leaps ServiceNow have taken on their Orlando release. With the New York release, ServiceNow emphasised the Now Mobile application and its varied features like app creation and the integration hub. ServiceNow’s Orlando release has naturally evolved from its predecessor with added functionality that enhances user experience (UX) and adds value in subtle but substantial ways.

Our team of leading experts have compiled their favourite features within Orlando and detailed how the new features have improved the way they work with our clients.

1. Mobile Agent

In the New York release, ServiceNow planted the seeds of a mobile workforce. In Orlando, those seeds have received enough sunlight to fully grow into their potential. Mobile Agent now gives agents the flexibility to stay on top of their queues even when they’re away from their workstations, meeting the demand of an increasingly mobile workforce and increasing productivity.

Mobile consumer apps allow users to interact with friends and engage buy products and services with just a few taps. Working in IT should be a similar and seamless experience. ServiceNow’s Mobile Agent is the tip of the iceberg for how the workplace will be transformed.

2. Branding

For developers who want to feel truly immersed in IT, Orlando’s Mobile branding allows them to create branded applications so that customers and employees can recognise each unique company identity. Companies can now visually tailor ServiceNow mobile apps with a unique name, splash screen, icon, security vendor, and theme colours.

ServiceNow has compiled a branding program which gives companies a guided path in creating their unique brand experience in both iOS and Android.

3.Widget diagnostic

For developers using the Service Portal, the Orlando release has eased the pain of configuring mobile-friendly self-service experiences for users. With Orlando’s widget diagnostic, they’ll be able to resolve Service Portal issues by identifying configuration levels of widgets and opening up the ability to check the widget code directly from the portal page.

ServiceNow used colours to reflect the level of customisation a widget has:

Green – base system widget

Yellow – cloned widget

Blue – new widget

Red – customized widget

Widget diagnostic will be particularly useful when developers upgrade their Service Portal because it helps them identify which widgets need to be reverted back to their original configuration, in order for the upgrade to be successful.

4. PPM

For project managers, ServiceNow’s Project Portfolio Management (PPM) is their biggest ally. The PPM suite provides a simplified, team-oriented approach to project portfolio management and IT development by combining several individual applications. It enables them to manage ideas, demands, resources, time cards, portfolios, programs, and projects. Our Engagement Managers were especially excited about two enhancements within the PPM suite that’ll be instantly valuable to how they manage their projects.


With the new PPM enhancement to associate or convert RIDAC (Risk, Issue, Decision, Action, and Request Changes records), project managers can easily see common impacts or retain the integrity of items as they mature through their life cycle.


PPM leverages the Agile Development 2.0 application to combine the Scrum methodology with project-based IT development. IT organisations typically work on multiple projects with shorter time frames. Orlando’s Agile module allows project managers to have maximum agility with real-time data when managing a project.

5. Enhanced AI and Machine learning

One of the most exciting features in the Orlando release are the advancements ServiceNow are taking with AIOps.

Coined by Gartner, AIOps stands for Artificial Intelligence for IT Operations and is powered by AI and Machine Learning. It’s poised to be a game-changer for how IT teams work. AIOps has the ability to solve known IT issues and intelligently automate mundane and manual data analysis work. IT organisations are challenged by the rapid growth in data volumes generated by IT infrastructure and applications that must be captured, analysed and acted on. Coupled up with the reality that IT operations teams often work in siloed environments, this makes it difficult to identify an incident that needs to be addressed urgently.

To combat this issue, organisations should place intelligence at the heart of their IT operations. AIOps has the ability to identify and resolve high-impacting outages and other IT operational issues quickly.

With that power, AIOps should be seen as a necessity for enterprises with complex and dynamic IT environments.

6. Agent Workspace

Introduced in ServiceNow’s Madrid release, Agent Workspace presents a single pane view for agents to respond to task types, view the full context of issues and get relevant AI-assisted recommendations.

Due to a low level of configuration in both Madrid and New York releases, Agent Workspace fell short on delivering a workspace that truly embraced a single-pane view and improved the efficiency of its agents. However, with the Orlando release, ServiceNow has elevated the level of configuration agents can have on their workspaces.

To learn how you can configure your own workspace, click here.

We hope you enjoyed our take on the ServiceNow Orlando release. If you want to learn more about upgrading to Orlando, please contact us.