Helsinki enhancements | IT Service Management

New applications and changes

This article covers new features and notable changes in IT Service Management in Helsinki.

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

IT Service Management enhancements

New and enhanced features for IT Service Management include: 

EnhancementDescription and Requirement
Asset Management – Asset-CI mapping and synchronization  

Synchronizes asset records and CI records by mapping their fields, states, and statuses to each other. Changes made to one record trigger the same updates on the corresponding record, ensuring consistent reporting. You can synchronize default and custom mappings.

Asset Management – Salvage value and expenditure type for hardware models Adds salvage value and expenditure type (Capex or Opex) attributes to hardware models.
Asset Management Activity updates for assets Updates the Activities tab of an asset when:
  • Changes are made to the Assigned to, Managed by, Reserved for, State, or Substate fields
  • The asset is a hardware asset or a software asset, and it is created or updated by a purchase order
  • The asset is a hardware asset and a transfer order associated to it enters the Initiated, Cancelled, or Received stage
Change Management - Mass updates to CIs Enables mass updates to a set of CIs for a specific class when the Change Management - Mass Update CI plugin (com.snc.change_management.mass_update_ci) is activated. (Warning: Before activating the Change Management - Mass Update CI plugin, make sure the Change Management State Model is already activated. If not, the existing state model and change types are replaced, which can have severe consequences.)
Incident Management - Incident Management state model Enables an incident state model that matches best practices. It provides the following incident states by default:
  • New
  • In Progress
  • On Hold
  • Resolved
  • Closed
  • Canceled

Note that this new state model is available by default for new instances, but is not available on upgrade.

On-Call Scheduling - On-call calendar view Add the new on-call calendar view (which replaces the legacy view). The new view provides an on-call manager with daily, weekly, and monthly views of the selected rotation and roster schedules.
On-Call Scheduling - On-call properties Adds five new properties:
  • com.snc.on_call_rotation.log.level
  • com.snc.on_call_rotation.show_legacy_calendar
  • com.snc.on_call_rotation.cover.color
  • com.snc.on_call_rotation.timeoff.color
  • com.snc.on_call_rotation.contrast
Procurement - Enter asset details and reserve them when you receive the purchase order  Enable syou to enter details for hardware and software assets when you receive the assets. At the same time, you can also reserve hardware assets.
Procurement - Create assignments for software items when you source the request Allows you to assign the rights of the software license to users or devices when you source software assets.
Service Catalog - Multi-catalog management Implements catalog ownership using the catalog_admin and catalog_editor roles. The catalog administrator defines managers and editors.
Service Catalog - Diagnostic and debugging utilities Adds a diagnostic related link to catalog items to show the health of the item. Debugging of catalog UI policies has also been added. 
 Service Catalog - Additional REST and scoped APIs Adds additional Service Catalog APIs for debugging. REST responses can be monitored for troubleshooting. 
Service Level Management - Cancel and Resume SLA conditions Enables resume and cancel conditions to be specified in the SLA definition. These conditions are also reflected in the SLA timeline. 
Service Level Management - Retroactive pause field in SLA definition Allows the retroactive pause for an SLA to be specified in the start condition of an SLA definition. 
Service Level Management - Schedule source and Timezone source fields in SLA definition Enables the schedule source and time zone source to be specified in the SLA definition. 
Subscription Management - Subscription enforcement for ServiceNow Store apps

Allows a developer to enable subscription enforcement for a ServiceNow Store app, blocking users who are not subscribed from peforming fulfiller actions in the app. (By default, the system monitors and reports on usage of subscription applications and suites, but does not block users who are not subscribed.)

Subscription Management - Flexible method for allocating users to per-user subscriptions

Enables you to allocate users:

  • individually
  • add user sets to the subscription

(In earlier releases, you allocated users either by role or by group. The method could become complex and is no longer used.)


Additional resources

For more Helsinki enhancement and requirements, see:



Article Information

Last Updated:2016-05-19 12:17:10