ServiceNow Rome Release – What you Need to Know?

Written by Harini Krish

Lead Technical Content Writer

ServiceNow’s latest update of the Now Platform, the Rome release, consists of many new features and enhancements. As with earlier releases, these new features and enhancements to existing ones are intended to help its clients stay competitive in the constantly progressing technological landscape. In this blog we will review the latest features and enhancements the Rome release brings to the ServiceNow Platform.

In this workplace renaissance, ServiceNow is building its platform to position its customers for the future. ServiceNow recognizes the importance of further enabling modern enterprises to deliver digital workflows, unlock productivity and protect the things that matter most: our employees, our customers, and our communities. When it comes to Rome, employees, customers, and communities are served through a gamut of upgrades, including the Employee Center in the ServiceNow Store.

Natural Language Understanding

For businesses with team members speaking different languages, the new multilingual NLU model management provides an enhanced workbench experience. For example, when migrating from Quebec to Rome, the models are categorized into primary and secondary based on the primary language. Translation to the secondary model is made possible through machine intelligence without direct access to NLU models or manually entering information.

Performance Analytics

Developments to Performance Analytics help organizations track and analyze key process metrics and trends. Role-based dashboards generate visualizations of real-time and historical data to share valuable insights and make data-based decisions. It can also help lessen bottlenecks by detecting them before they arise. The new target configuration view enables users to edit targets and KPI details. Users can target multiple breakdown elements as well and see or edit record details.

Virtual Agent

Developments of the Virtual Agent in the Rome release intend to help users access appropriate information and execute general tasks quickly by empowering organizations to create automated conversations using the conversational messaging interface. In addition, it can enhance user engagement by aiding rich media content and asynchronous chat.

Process Optimization

With Rome release, machine-learning clustering can be made on process data to achieve specific insights and discover chokepoints. The Summary and Insights dashboard can be used to assess performance of processes.

Now Platform App Engine

New add-ons to the App Engine include enhancements and updates to APIs, Application Management, Delegated Development, Now Experience Components, ServiceNow Studio, and UI Builder.

Automation Discovery

Automation Discovery finds the best processes for automation by analyzing records of over 180 topics. With Automation Discovery, ServiceNow applications, for example, Agent Assist and Virtual Agents, can smartly automate processes, substantially reducing the time required to solve incidents. An Automation Discovery Report can be generated, providing information on automation opportunities and identifying past incidents that could have been fixed through automation. Evaluating the mean time to repair (MTTR) through automation finds the top 10 automation opportunities.

Mobile App Builder

The ServiceNow Mobile App Builder is a recent low code developer tool with an intuitive GUI to help developers manage iOS and Android mobile app records. In addition, it offers real-time previews and the ability to manage ServiceNow mobile components easily.

Health Log Analytics

The ServiceNow Health Log Analytics function prevents issues from impacting users by exposing them before they occur. It analyzes raw data and related logs to locate the root cause of the problem so that related issues can be detected earlier in the time to come. This strengthens the efficiency of the IT operations and reduces the mean time to repair (MTTR). The Rome release supports data imports from Amazon CloudWatch, Amazon S3, Microsoft Azure Log Analytics, Microsoft Azure Event Hubs, Apache Kafka, and Rest API. In addition, the Health Log Analytics Overview dashboard provides trends for regular reports and historical data to gain insights on the health of the IT system.

Employee Journey Management

Employee Journey Management simplifies cross-departmental processes such as onboarding, role changes, and offboarding into a more tailored and connected experience. As a result, managers, HR teams, and possibly even non-technical users can deliver personalized employee journeys and workflows, enhancing the employee experience.


Improvements to the IntegrationHub reduce complications and speed up imports of large datasets from external sources. The new UI streamlines the process, and everything can be done in one single dashboard. New flow templates for notifications, document management, surveys, CRM, RPA, and DevOps are enhanced to streamline data integration and automation.

Governance, Risk, and Compliance

The 360° Relationship Visualization application facilitates stakeholders to visualize the interconnected and complex GRC data and get insights to make better decisions to mitigate risks and ensure compliance.

Breadcrumb Navigation offers users consistency and context when accessing GRC modules. In addition, the browser path provided by breadcrumb navigation lets users access content and linked pages to navigate efficiently.

Improved User Interface for the GRC entities outline provides:

  • Data visualization widgets.
  • Information about the entity that includes compliance and risk status.
  • A contextual side panel.

Configuration Management Database (CMDB)

The ServiceNow CMDB has been improved with the latest features in the Rome release. For managing CI lifecycle stages, policies can be created using the CMDB Manager. This tool can function in bulk and guarantee that the CMDB stays healthy and effective as it adopts and scales to cloud environment evolutions.

Royal Cyber is capable of helping you with this upgrade and kickstart your ServiceNow journey with the latest enhancements. Click here to know more information on Rome Upgrade. For more information, you can email us at [email protected] or visit

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