Standardize structured change approvals through Change Advisory Boards (CAB). Connect email conversations directly to incidents with advanced threading and increase service governance and operational consistency with flexible field mappings. Create incidents on behalf of others and get additional fields for reporting. Access more service catalog request templates and new external connectors for IT and business operations.
- Streamline Change Approvals with Change Advisory Boards
Standardize change reviews and approvals by organizing requests with Change Advisory Boards (CAB). Automate change request approvals through structured CAB processes such as scheduling and conducting formal reviews and integrating meetings directly with the IT Service Calendar. Use existing notification channels to keep stakeholders informed. - Calculate IT Change Request Risk Scores Consistently
Change risk scores are now calculated consistently whether users complete the risk assessment questionnaire or the system automatically recalculates risk when change attributes are updated. Questionnaire responses are saved for historical tracking and audit trails. - Manage More IT and Business Operations with Service Catalog Templates
Extend your service catalog with request templates and fulfillment flows for IT and business operations. Use request templates for access management, infrastructure provisioning, security, and workplace services. Templates include approval and fulfillment workflows where applicable. Standardized templates for key service areas help you accelerate catalog adoption, reduce setup effort, and make sure that requests follow governed workflows. - Connect Email Conversations to Incidents with Advanced Threading
Avoid duplicate incidents and fragmented conversations by automatically linking email replies to the original record. The system securely identifies the incident using a unique ID in the email subject, body, or metadata to maintain accurate threading. All conversations remain connected within the email chain and are also available on the incident record feed. With a unified view of the complete conversation, both service reps and employees have the full context needed to respond quickly. - Configure Field Behavior for More Efficient Record Creation
Control how fields populate and display when creating related records for Incident-to-Problem, Incident-to-Change, Problem-to-Change, and Change-to-Problem relationships. Map both standard and custom fields to autofill data, or specify additional fields for manual input during the creation process. Required fields continue to display even if mappings are removed, ensuring data integrity. - Create Incidents for Others Without Leaving Your Workflow
Create incidents on behalf of others directly from Slack, Microsoft Teams, the employee portal, or the console. Incidents capture both the user who creates the record and the user affected by the issue, so teams can log tickets accurately without switching systems. Triage issues faster, establish clear ownership, and improve resolution efficiency by capturing details at the point of discovery. - Improve Reporting Accuracy with Automatically Captured Change and Incident Data
When you close a change request, the Closed Date is automatically set. This helps reduce inconsistencies in closure and resolution data that impact KPI calculations and reporting. For incidents, the Resolved By field is populated on resolution and cleared if the incident is reopened, while resolution notes are retained for context. - Automate Service Catalog Workflows with New External Connectors
Extend service catalog automation with new external connectors across identity, collaboration, DevOps, IT operations, and infrastructure systems. Use templates and API-driven actions to improve end-to-end automation coverage across your systems.