New in the Zurich release

Organize your assets into hierarchical asset groups to manage your complex asset ecosystems

Organize assets into logical groups and subgroups to represent their dependencies and operational relationships. Use a dependency map to visualize the entire structure of the asset hierarchy, making it easy to see all the subgroups and assets within each asset group.

Inspect the condition of enterprise assets to determine their health and ensure reliability

Define condition attributes for enterprise models and assets and associate these attributes with templates to identify any potential issues throughout the asset life cycle. Enable scoring in the templates to calculate asset condition scores to determine whether an asset passes or fails the evaluation. Schedule asset condition evaluations via maintenance plans or work orders. View comprehensive reports on the asset condition outcomes on dashboards across your organization.

Optimize your operations with asset performance reports

Track the past performance of assets and get notified about trends, threshold breaches, or anomalies based on their location, model category, model, or classification. This tracking helps improve asset availability according to ISO standards.

Monitor supply and demand of assets in a stockroom with detailed inventory reports

Track and manage stockrooms efficiently by evaluating the inventory reports in the Inventory view of the Enterprise Asset Workspace. These reports help you:

Find replacement options or spare part availability for assets that are in use, being repaired, or in maintenance
Quickly identify shortages and align current demand in your stockroom with both current and incoming supply
Analyze the supply to meet open demand across all stockrooms or locations

Achieve faster diagnostics and enhanced maintenance efficiency with standardized failure and resolution codes

Enable technicians to record predefined failure reasons and resolution steps with configurable codes. You can create, update, and import these codes through spreadsheets in the Admin center of the Enterprise Asset Workspace. In the Repair flow, these codes help technicians record the reason for the specific issue with the asset and the appropriate solution for repairing it.

Manage OT hardware models and assets in the OT Asset Workspace

Enable OT asset managers to view and fulfill requests for OT hardware assets in the OT Asset Workspace. The reports and dashboards in the OT Asset workspace include OT hardware models, assets, and requests. The following OT Asset Management workflows and features now provide support for OT hardware assets and models, in addition to the workflows and features that continue to support them from the Yokohama release:

Bulk import
Asset reclamation
Advanced Shipment Notification (ASN)
Asset audits
Total Cost of Ownership (TCO)
Lease contract
Risk
Resale
Loaner
Move
Recall
Stock rule

Remediate unsuccessful enterprise asset calibrations

Remediate failed calibration events by initiating new work orders and corresponding work order tasks for those events. When you select the option to remediate a failed calibration event, you can choose an appropriate work order template to generate a new work order with at least one work order task. The work order and work order task are auto-populated with the asset that you want to calibrate, the location of that asset, the original work order, and all mandatory fields. In addition, the original and new calibration events and their corresponding tasks are linked together through the Parent field for full traceability.

Measure calibration tolerance conformance by using additional value types

Use the following additional value types to compare your calibration measurements against the corresponding tolerances that you define:

Range
Less than
Greater than

In addition, use the True/False value type to assess the qualitative elements of your calibrations.

Manage unique identifiers for enterprise assets using CI identification rules

Define required and unique fields on asset records by creating identification rules on associated CI classes in the Identification and Reconciliation engine (IRE). When you create an asset whose model category is linked to a CI class with an identification rule, you should provide details for at least one of the fields, such as Asset tag, Serial number, and MAC address, that uniquely identify the asset.

Drop off and receive assets at a stockroom by using the ServiceNow Mobile Agent application

Return the assets that you have in your personal stockroom to a different stockroom by creating a Drop off task using the ServiceNow® Mobile Agent application. The asset manager of the destination stockroom receives the assets that you dropped off through a Receive task. The asset manager then verifies the received assets and closes the Drop off task using the Mobile Agent application.

Note: Starting with the Xanadu release, you could create Drop off and Receive tasks in the Enterprise Asset Workspace. However, now you can also use the Mobile Agent application for the same purpose.

Receive shipment assets at a stockroom through the streamlined and unified receiving process

Receive assets from any workﬂow directly at the stockroom using the unified receiving functionality in the following workspaces:

Enterprise Asset Workspace
OT Asset Workspace
Medical Asset Workspace
Facility Asset Workspace

This standardized receiving process reduces the time spent on receiving assets. By requiring each asset to be assigned a unique identiﬁer when received at the stockroom, the quality of asset data also improves.

You can receive assets in bulk by using a template. Additionally, you can view the results and validation comments in the staging table. During this process, the system handles existing assets, creates new ones as needed, and performs comprehensive validations.

Track asset movement from the receiving bay to an aisle-space in the stockroom

Move assets from the receiving bay to their designated aisle and space and improve asset tracking and inventory management by using the Asset put away feature. This task can be performed via the Enterprise Asset Workspace or ServiceNow Agent application.

UI changes

Coral theme

Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences.

Asset performance dashboard in the Asset analytics view

The Asset performance dashboard in the Asset analytics view of the Enterprise Asset Workspace includes scorecards for Availability, Mean time to repair device (MTTR), and Mean time between failures (MTBF).

The Asset availability and related KPIs report and the Asset total time spent report are displayed in the contextual sidebar of the asset form.

Stock orders and Transfer orders tabs for stock rules in Enterprise Asset Workspace

The Stock orders tab on a stock rule shows all the stock orders that were created using that specific stock rule. The Transfer orders tab on a stock rule lists all the transfer orders that were generated using that particular stock rule.

Inventory availability tab on the asset form in the Enterprise Asset Workspace

The Inventory availability tab on the asset form lists all available replacement assets and parts or their substitutes in local and remote stockrooms. The Purchase lead time column displays the average number of days that it would take to procure a new asset through a new purchase order.

Failure and resolution list in the Admin center

The Failure and resolution list in the Admin center of the Enterprise Asset Workspace provides options to create, update, and import failure and resolution codes.

Failure code and Resolution code fields on repair order task forms

The Failure code and Resolution code fields appear on repair order task forms. As an asset technician, you can do the following:

On the Troubleshoot asset task form, select a predefined code in the Failure code field.
On the Repair asset task form, select predefined codes in both the Failure code and Resolution code fields.
On the Evaluate asset task form and the Repair order line form, only view the failure code and resolution code selected in the previous tasks.

Location field on the work order and work order task forms for linear assets

For a linear asset, the Location field on the work order and work order task forms in the Enterprise Asset Workspace shows a pencil icon ( Pencil icon.

). Selecting this icon opens a map where you can select a marker location between the start and end markers.

Acknowledge Recall button and Enterprise Recall Tasks tab

When an enterprise recall order is created in the Enterprise Asset Workspace, the Acknowledge Recall button appears. When you select this button, an Acknowledgment task is generated and listed under the Enterprise Recall Tasks tab to confirm whether you want to continue with the recall process.

Aisle and space field on the stockroom audit form

When the audit is for a stockroom, the Aisle and space field appears on the audit form in the Enterprise Asset Workspace.

Custom Firmware CPE mapping in the Enterprise Asset Management Content Service

The Custom Firmware CPE mapping option enables you to opt in to the Enterprise Asset Management Content Service to improve the normalization process.

The Exclude from content service option on the Custom firmware CPE mapping form enables you to exclude these transactions from being shared with the Content Service.

Columns for OT entity and Parent asset attribute in the bulk import templates

The bulk import templates include the OT entity and Parent asset attribute columns.

When the OT Asset Management application is activated, you can bulk import hardware assets and models in both the Enterprise Asset Workspace and the OT Asset Workspace only if the OT entity column is marked as TRUE.

With the Parent asset attribute, you can choose to identify the parent of a child asset using either the asset tag, serial number, or MAC address.

OT entity column in the Advanced Shipment Notification template

The Advanced Shipment Notification template includes the OT entity column. When this column is set to TRUE for hardware models, it creates OT hardware assets in the OT Asset Workspace.

Hardware Asset Reclamation Lines tab on OT hardware asset reclamation requests

When a reclamation request for an OT hardware asset is created, a hardware reclamation request line is generated and displayed on the Hardware Asset Reclamation Lines tab in the OT Asset Workspace.

OT stock rule check box on the Stock rule form

The OT stock rule check box appears on the stock rule form only for hardware models in both the OT Asset Workspace and Enterprise Asset Workspace. However, only the OT asset manager can select or clear this check box in the OT Asset Workspace. The OT stock rule check box indicates whether the stock rule was created in the OT Asset Workspace.

Bulk import instructions for assets

The Bulk import instructions option that appears on the contextual sidebar provides guidance on assigning a parent asset when importing assets in bulk.

Report table field values on the TCO comparative report

The Report table field on the TCO comparative report shows the Hardware option in the OT Asset Workspace.

Renamed the Pick task required field in the Stockroom details form

The Pick task required field in the Stockroom details form has been renamed Warehouse tasks required. This field supports enabling both the Asset put away task and the Asset pick task for the stockroom in the Hardware Asset Workspace.