December 3, 2023

ServiceNow is rolling out a new version of its Now platform that features several artificial intelligence and cybersecurity enhancements and known as the Utah release.

This release of the Now platform adds a feature called AI Search. It’s a search engine geared toward support teams. When help desk representatives receive a support request, they can use the feature to find documentation that explains how to solve the issue at hand.


ServiceNow AI Search can aggregate technical data from multiple systems. It prioritizes data based on its relevance to each user’s work. The built-in AI algorithms analyze how workers interact with search results and adjust display the most relevant information more prominently.

ServiceNow has also updated an existing AI tool called Document Intelligence. The tool originally rolled out for the Now platform last year. Document Intelligence can automatically extract information from documents and input it into a company’s business applications, which reduces the need for manual data entry. The result is a lower risk of human error.

ServiceNow offers dashboards called Workspaces as part of its feature set. In the Now platform, a Workspace is a kind of homepage that contains shortcuts to the features and data most relevant to a user’s work. ServiceNow offers several pre-packaged homepages that each focus on a different use case.

ServiceNow is also rolling out a new Operational Resilience Workspace. It provides data about cybersecurity vulnerabilities, outages, and other technical issues in a company’s network. The dashboard also highlights which systems are affected by each issue.


A Security Incident Response Workspace rolling out in conjunction can provide more detailed information about ongoing cybersecurity incidents. Additionally, administrators have access to so-called automation playbooks. A playbook is a software workflow that automatically carries out security tasks, such as scanning servers for malware, to speed up breach remediation.

Enterprises use ServiceNow’s platform alongside third-party cybersecurity products. For such customers, ServiceNow is rolling out a tool called the Log Export Service. It allows administrators to stream cybersecurity data from the platform to external breach analysis tools.

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