Geneva enhancements | Service Management for the Enterprise

New applications 

This article covers new features and notable changes in Service Management for the Enterprise in Geneva.

Note: This is a summary of Geneva features and enhancements. For full details and the most up-to-date information, including changes and requirements, see Geneva Release Notes in ServiceNow Product Documentation.

Security Operations Management enhancements

New and enhanced features for Security Management for the Enterprise include: 

Service Management Core

Application Configuration

Application configuration provides for disabling state flows, non-mandatory work notes, maps, notifications, associated tables and hardware models, and task activities.

Auto-assignment The auto-assignment engine has been generalized to work for all task tables. Includes configuration options for priority assignment, consistent assignment, time zone factor, and factor weights. Additionally, an event is triggered when auto-assignment fails.

Templates Customized fields are included in templates and the catalog. Now, multiple SM task types are included under the same request. The ability to copy task templates is also included.


Checklists are now available on SM order and SM task forms, as well as SM templates.

Planned Maintenance Planned Maintenance provides more flexibility in setting up a scheduled maintenance process with condition- and script-based triggers for schedules. Additionally, maintenance schedules can be run on-demand or rescheduled for a different date. New reports and forecasting calendars are also included.

Changed in the Geneva release:

  • Reports respect the current application scope. Users cannot edit reports in a different application scope.
  • The export chart image button now appears at the top of charts.
  • You can configure donut and semidonut charts to display the total aggregate value.
  • You can control the rounding precision for decimals using the glide.chart.decimal.precision property.
  • You can use a chart color scheme to define report chart colors.
  • You can add a report directly to a homepage or Performance Analytics dashboard without first creating a gauge.
  • You can specify a height for widgets added to homepages.
  • You can embed reports in Jelly pages, such as UI pages.
Customer Service Management

Customer accounts

Create accounts for external customers and partners. An account stores basic identifying information of the company you are doing business with:
  • A primary contact and any additional contacts
  • Telephone number, street address, and web address
  • Partner/customer relationships
  • Product and asset information
  • Associated service contracts and entitlements
  • Related customer service cases
Communication channels External customers can use multiple communication channels to request and receive service from customer service agents:
  • A self-service web portal: search the knowledge base and community for information, create new cases, and view the details of existing cases.
  • Email: create a new customer service case; provide an update to an existing case or receive a case update from a customer service agent.
  • Telephone: contact a customer service agent by phone.
  • Chat: open a chat session with a customer service agent from the self-service portal. Agents can also use the chat feature to communicate with internal resources.

Case management The customer service case stores the details of a customer question or issue. This includes customer account information, conversations between the agent and customer, steps taken to resolve the case, and any work scheduled as a result. At the top of the case form, a timeline provides a visual summary of these case activities.

Case routing and assignment

Create rules that route cases with specific attributes to customer service agents or agent groups with specific skills, knowledge, and availability.

CTI Softphone integration The Customer Service application uses Computer Telephony Integration (CTI) and OpenFrame to provide phone support for customers. CTI provides a way to integrate the ServiceNow platform with VoIP telephony providers to support for inbound and outbound calls.


OpenFrame is a tool that enables CTI capability with third-party telephony service providers. OpenFrame provides a communication frame that agents use to place and receive customer calls.

Customer satisfaction surveys Upon case closure, customers are invited to take a survey about their experience. Survey results and feedback are captured and stored in reports.

Service Analytics

The Customer Service application uses Performance Analytics to provide real-time data and snapshot data for analysis. From a homepage, view multiple reports to track service quality and drill down into cases to take action.

Facilities Service Management

Space management

Space management is designed to track, manage, and analyze physical space in support of organizational efficiency, providing utilization and occupancy metrics.

Move management Move management streamlines the move process from request to execution with better communication and coordination. Move planning is simplified through the increased visibility of your space resources.

Interactive facilities maps Interactive facilities maps allows users to dynamically interact with space. From any form in the platform, users can click the associated location, user, asset, or CI and see its location on the map.

Changed in the Geneva release:

  • Image-based floor plans have been marked as legacy.
  • More intuitive facilities request process with the addition of a submitted state, which can be used in conjunction with workflow for approvals; and the addition of a resolved state, which can be used when “accepting” the work completed as a part of a facilities request's fulfillment.
Field Service Management

Performance Analytics

The Field Service Management application uses Performance Analytics to provide real-time data and snapshot data for analysis. From a homepage, view multiple reports to track service quality.

Integrated demo data The demo data for the Customer Service application is now integrated with Field Service Management.

Mobile application Field Service Management features are enabled on the ServiceNow platform application.

Changed in the Geneva release:

  • A geolocation update was made to the dispatch map.
Human Resources Service Management

HR Case Dashboard

Allows each HR team member to manage and track the cases assigned to them from a customized dashboard. Each agent is provided a quick look at assigned cases and sees a breakdown of those cases by category, by priority, and cases for which the service level agreement (SLA) has been breached.

Manage HR Skills workbench Lets you create, maintain, and map the relationship between skills and your HR team in a simple and intuitive interface to simplify configuration for case assignment. You can view a full list of your team and each team member's assigned skills, and quickly see where there may be gaps. You can add or remove skills with one simple click.

Manage HR Catalog workbench Lets you create, maintain, and map the relationship between categories and catalog items in a simple and intuitive interface. Allows you to auto-create the case category, case template, and catalog item, and assign catalog items to catalog categories.

For more information about how your categories and catalog items are handled during the upgrade, see Human Resources upgrade information.

Predefined HR catalog items

Includes a standardized catalog of categories and catalog items for Benefits and Requests that your HR department can utilize. Includes templates, record producers and skill mapping for each catalog item. The following specialized catalog items can be added to your HR catalog.

HR reporting and performance analytics Created specialized dashboards and reports to provide overviews of onboarding and case management. A new manager dashboard helps you manage your HR team.

Access to HR Performance Analytics requires a premium license for ServiceNow Performance Analytics.

HR surveys Created new HR Case Satisfaction and Exit Interview surveys, and added functionality to help you easily create, configure and report on new surveys.

HR Portal Created a standardized, simple portal for employee self-service, giving your employees access to HR information, services, and knowledge articles around the clock. It is configured with predefined HR catalog categories and catalog items, and provides knowledge search functionality.

Workday integration Added outbound integration to update the Workday record when the HR profile is modified. This capability lets your users update personal and contact information in ServiceNow and automatically synch the information to Workday. Now supports Workday API v24.1.

Changed in the Geneva release:

  • HR Case and HR Change table merge: The HR Case [hr_case] and HR Change [hr_change] tables and forms were merged for simplicity. All HR case information is in the HR Case [hr_case] table after the upgrade. During the upgrade, any customizations made to either table are applied to the [hr_case] table.For more information about this table merge, see Human Resources upgrade information.
  • HR record producers: The out-of-box record producers for Grievance and Career Guidance were updated and service level agreements (SLAs) were add to all record producers.
  • Knowledge Base Enhancements: Added contextual search on all HR record producers and cases, allowing your employees and HR team to view KB articles specific to the case. The HR team member assigned to a case can see all relevant KB articles, and review the KB articles that the submitter has access to.
  • Table-based ACLs: Enhanced functionality to allow you to hide sensitive HR profile information from users with the admin role, giving only HR users access to sensitive employee data.
  • User/Profile enhancements: Added new configuration options allowing you to configure editable fields and reconcile an inbound email address to a user account. Added new fields to the HR profile [hr_profile] table.
  • Workflow/state flow enhancements:


Additional resources

For more Geneva enhancements, see:






Article Information

Last Updated:2015-12-08 13:48:16