Please check in:

Insert Check-
in QR Code
ServiceNow (Ho Chi
Minh) Developer
Meetup
About Me
ServiceNow Solution Architect

What I did?
• Over 7 years of experience in the ServiceNow
ecosystem.
• 2 years as a Solution Architect and Technical Lead,
driving innovative solutions and delivering successful
projects.

Which achievements I received and eager to receive?

• Certified as ServiceNow CSA,CAD and holder of 4 CISs
• Working towards achieving the CTA certification in the
coming year.

Which passions brought me to ServiceNow?

• Driven by a Passionate for enabling real-world business
transformations through technology.
• Actively contribute to the ServiceNow Community by
learning, sharing and implementing best practices,
insights etc.
 Agenda
• Welcome – Organizer Teams Names

• Xanadu and Now Assist – Overview and

Demo – Cuong Phan

• CreatorCon 2025 Announcement

• Let’s Discuss: Now Assist – Guided

Discussions

• Closing
Xanadu
And
Welcome
Now Assist
Overview and demo
Safe harbor notice for forward-looking
statements
This presentation may contain "forward-looking" statements that are based on our beliefs
and
assumptions and on information currently available to us only as of the date of this
presentation. Forward-looking statements involve known and unknown risks,
uncertainties, and other factors that may cause actual results to differ materially from
those expected or implied by the forward-looking statements. Further information on
these and other factors that could cause or contribute to such differences include, but
are not limited to, those discussed in the section titled "Risk Factors," set forth in our
most recent Annual Report on Form 10-K and Quarterly Report on Form 10-Q and in our
other Securities and Exchange Commission filings. We cannot guarantee that we will
achieve the plans, intentions, or expectations disclosed in our forward-looking
statements, and you should not place undue reliance on our forward-looking statements.
The information on new products, features, or functionality is intended to outline our
general product direction and should not be relied upon in making a purchasing decision,
is for informational purposes only, and shall not be incorporated into any contract, and is
not a commitment, promise, or legal obligation to deliver any material, code, or
functionality. The development, release, and timing of any features or functionality
described for our products remains at our sole discretion. We undertake no obligation,
and do not intend, to update the forward-looking statements.
Fun Random
Stuff
ECMAScript 2021 (ES12) mode in individual
script
• Use the latest JavaScript features
supported with ECMAScript 2021
(ES12) mode in individual scripts in
applications that use ES5 Standards
mode or Compatibility mode.
• From a script’s record, select Turn on
ECMAScript 2021 (ES12) mode

© 2024 ServiceNow, Inc. All Rights Reserved. 8

Confidential.
Mobile Client Scripting $

• Autofill multiple inputs based on

user entries using client script
• Developers can also configure
dynamic scripted messages to guide
users during form input

© 2024 ServiceNow, Inc. All Rights Reserved. 9

Confidential.
Mobile support for user criteria
• Starting with Xanadu, developers will be able to customize the mobile experience based on
user criteria.

© 2024 ServiceNow, Inc. All Rights Reserved. 10

Confidential.
Access Simulator
• Simulate a user’s access to ServiceNow resources if user’s roles / groups were to be added/
removed

© 2024 ServiceNow, Inc. All Rights Reserved. 11

Confidential.
Deny ACLs
• A new type of ACL that get’s
evaluated first to DENY by
DEFAULT

© 2024 ServiceNow, Inc. All Rights Reserved. 12

Confidential.
Email Reply Recommendation​​ $
​
• Automatically generate replies to
​ customer emails using Now Assist
​

© 2024 ServiceNow, Inc. All Rights Reserved. 13

Confidential.
Generate a KB from group of Incidents/Tasks $
• Generate knowledge articles
from the context of multiple
cases, incidents, or HR cases.

© 2024 ServiceNow, Inc. All Rights Reserved. 14

Confidential.
Creator
Studio
Xanadu

Enhanced tools to build the right app

Feature: Associate forms to EC Topics

Why did we build it?

• Employee Center allows mapping Catalog items
to topics that may span multiple catalog
categories.

Solution
• New Form modal allowing Creator Studio
developers to map their form to one or
multiple topics within a specific catalog taxonomy.

Outcomes
• Creator Studio developed apps will display in
relevant categories within employee
experiences, categorized by either defined
category, or within a taxonomy topic.

© 2023 ServiceNow, Inc. All Rights Reserved. 16

Confidential.
Xanadu

Enhanced tools to build the right app

Feature: Question Set support

Why did we build it?

• Users want to support features of Catalog Builder
Record Producers in Creator Studio.

Solution
• New Form element providing the option to add a pre-
defined question set into form.

Outcomes
• Users can add admin defined question sets (Variable
Sets) to request forms, allowing reuse of
common default intake questions.
• Enhanced CS usage by aligning development with
compliance by providing preconfigured questions
sets.
• Decreased variance between app dev experiences.

© 2023 ServiceNow, Inc. All Rights Reserved. 17

Confidential.
Now Assist
for Creator
Catalog Item generation $

• Create dynamic Catalog Item

forms using Now Assist

© 2024 ServiceNow, Inc. All Rights Reserved. 19

Confidential.
Catalog Item generation $

• Create dynamic Catalog Item

forms using Now Assist

© 2024 ServiceNow, Inc. All Rights Reserved. 20

Confidential.
Xanadu

ServiceNow Fluent
APIs
• Build metadata directly from code:
• Access control lists (ACLs)
• Application menus
• Automated Test Framework tests
• Business rules
• Client scripts
• Lists
• Properties
• Records
• Roles
• Scripted REST APIs
• Tables

© 2024 ServiceNow, Inc. All Rights Reserved. 21

Confidential.
Xanadu
ServiceNow IDE (Visual Studio Code in
ServiceNow)
User interface that contains many of
the same features as Visual Studio Code
for the Web and some unique
functionality for creating ServiceNow
applications.

- Utilizes the SDK and Fluent

- Basic editing and keyboard shortcuts
- IntelliSense
- Code navigation
- Code and file search
- Command palette
- Source control integration

- Integrated terminal
- Debugger
- Marketplace extensions
- Integrated unit testing
- Remote development

© 2024 ServiceNow, Inc. All Rights Reserved. 22

Confidential.
Xanadu

Now Assist Skill Kit

Create and publish custom prompts and skills
for Now Assist.

Run custom skills via UI Action or in scripts on

both Core UI or in Workspaces

© 2024 ServiceNow, Inc. All Rights Reserved. 23

Confidential.
Xanadu (X1)

Data Visualization generation

Why did we build it?
• Non technical users lack understanding of table
schema, conditions and aggregations required when
building data visualizations
• This barrier results in longer lead time, lacks
interactivity and prevents timely and informed
decision-making, limiting the ability of businesses to
leverage their data effectively

Solution
• Create global skill (i.e., Text to Analytics) in Now
Assist Panel and enable users to generate analytics
visualization and explore data through text. This skill
is supported in all instance types, including
production.

Outcomes
• Empower non-technical (i.e., business) users to
effortlessly create analytics visualizations through
text
• Enable continuous data exploration and refinement of
analytics queries for business users
• Facilitate informed decision making through instant
access to dynamically updated visualization

© 2024 ServiceNow, Inc. All Rights Reserved. 24

Confidential.
Xanadu (X1)

Flow generation enhancements

Why did we build it?
• Users have limited transparency into the AI's rationale
for what is generated
• If the flow needs regenerating, users often don’t know
which parts of the prompt generated which actions.
• When filling out generated activities, prompt context
may be lost

Solution
• Annotate generated actions to communicate the AI's
understanding that led to its choices

Outcomes
• Increase users' confidence in the AI accuracy
• Users can see a link between prompt text and
generated actions, which aids in reprompting
• Users clearly understand what they need to do next
to continue filling out the flow

© 2024 ServiceNow, Inc. All Rights Reserved. 25

Confidential.
Xanadu (X1)

Playbook generation enhancements

Why did we build it?
• Preview & Reprompt: Authors have no way to preview
or modify a generated playbook before creation
• Playbook Recommendations: Generated placeholder
activities need to be manually replaced

Solution
• Preview & Reprompt: Enable authors to preview their
playbook and iterate through reprompting before
saving
• Playbook Recommendations: Use prompt text to
search for activities to replace generated
placeholders.

Outcomes
• Automate time-consuming manual tasks, accelerate
time to complete
• Increase Playbook Designer usage for new users

© 2024 ServiceNow, Inc. All Rights Reserved. 26

Confidential.
Xanadu

Code generation moving to dialog box

What’s different?
• Instead of starting Code generation with a //
comment, you now press command+enter or
control+enter to bring up the Code Gen dialog box.
• The new method uses updated forks of the Now LLM

Why?
• Not disruptive to normal inline comments
• Alignment to standard practices like Copilot and other
code generators

© 2024 ServiceNow, Inc. All Rights Reserved. 27

Confidential.
Xanadu

App generation enhancements

Why did we build it?
• Once an application has been generated, users are
redirected to App Engine Studio (AES), resulting in a
significant UI change
• Upon opening a generated app in AES, users find the
app inventory lacks context on generated items and
next steps

Solution
• Loading Animation: To ease transition from Now Assist
Panel into AES
• AI Alert: Helps inform users of next steps to take
• AI Labels: Added to quickly identify generated items
• Review Buttons: Each generated item contains a
review button

Outcomes
• Easier transition from platform into AES
• Reduce confusion on next steps to take with a
generated app

© 2024 ServiceNow, Inc. All Rights Reserved. 28

Confidential.
Xanadu (X2)

ServiceNow Studio
Bring all building experiences to the same table.
A development tool that is easy to use and supports productivity.

© 2024 ServiceNow, Inc. All Rights Reserved. 29

Confidential.
File Developer Builder
Taxonomy App Shell Bridge

Create a universal way to Create a seamless solution for Reflect file changes from
describe ServiceNow “files”. developers to transition in builders back into
Includes category, access and and out of builders while ServiceNow studio without
how to edit it. staying within the having to refresh or reload
ServiceNow Studio App Shell pages.

© 2024 ServiceNow, Inc. All Rights Reserved. 30

Confidential.
Navigation and Metadata Cross Scope
Search Coverage Editing

Make it easy for developers to Make it easy for developers Make it easy for developers to
find the right metadata by to manage all metadata on organize metadata with
providing user-friendly an instance with Favorites & Cross-Scope
Navigation & Search tools comprehensive Metadata Editing features
Coverage & Create
experiences

© 2024 ServiceNow, Inc. All Rights Reserved. 31

Confidential.
Update Set Tracking Payload
Management Changes Review

Introduce an effortless update Improved file change tracking Provide a single pane of glass
set experience that supports keeps developer’s work experience to see all changes
the way developers work organized and intelligently and take actions prior
managed to deployment

© 2024 ServiceNow, Inc. All Rights Reserved. 32

Confidential.
Xanadu

App generation demo

© 2024 ServiceNow, Inc. All Rights Reserved. 33

Confidential.
Xanadu

App generation demo

© 2024 ServiceNow, Inc. All Rights Reserved. 34

Confidential.
Xanadu

App generation demo

© 2024 ServiceNow, Inc. All Rights Reserved. 35

Confidential.
Xanadu

App generation demo

© 2024 ServiceNow, Inc. All Rights Reserved. 36

Confidential.
Xanadu

App generation demo

© 2024 ServiceNow, Inc. All Rights Reserved. 37

Confidential.
 Community
Announcements
CreatorCon 2025 Call #BuildWithCreatorSt
for Content is Open! udio
Challenge
Have you created an innovative
app, solved a challenging
problem, or gained valuable Still time to showcase your
insights that could help others in creativity, solve problems, and
the ServiceNow Community? win some awesome swag!

You have from September 30th Enter by October 8th.

to October 21st to submit your
session idea.
Are you ready???
 Let’s Talk AI – Breakout Group
Get into groups of 4-5
Discussions
Announcements
We’ll give you a topic, and 5-10 min to discuss. Then you will switch groups
and be given another topic.

This is a great opportunity to further connect with your peers and talk AI
 Prompt 1:

How have you been using Generative

AI both in your day-to-day outside of
ServiceNow, and then inside of
ServiceNow?
 Prompt 2:

So AI, whether it be machine learning or

generative AI, is here to stay and we
(along with the rest of the world) are
diving in, what would you say is an
important skill for members of the
ServiceNow community to work on so
that they have up-to-date skillsets and
knowledge?
 Prompt 3:
Feel free to Add Questions

These guided discussions can feed into

the end of your Meetup which can
focus on general networking
Unlock a unique badge on the
Community!
By filling out this form:
Stay tuned for our
next event, join Insert link to
the CITY chapter: chapter QR
Code