0
2.0.3
Australia Patch 3, Australia Patch 1
Generative AI
Collaborative Work Management helps organizations break down silos and accelerate outcomes by uniting teams, tasks, and tools on a single AI-powered platform.
Using collaborative Spaces, cross-functional teams can plan and execute work in one place, while Boards that provide Kanban, Gantt, List and Sprint planning views enable flexible task management. Connected Work brings tasks from across ServiceNow apps into a unified view, improving visibility and reducing context switching. Board-level automations eliminate repetitive actions like notifications and task reassignment, empowering teams to focus on strategic priorities. Real-time collaborative Docs and reusable templates streamline documentation and standardize processes. By integrating seamlessly with Strategic Portfolio Management and Enterprise Agile Planning, CWM aligns day-to-day work with business goals, driving transparency and accountability.
CWM allows you to draft content from scratch in Docs using open prompts, generating professional-quality text instantly without switching to external AI tools. In addition, you can still summarize, elaborate, and shorten existing content, while also automatically generating clear, actionable CWM tasks for your Boards.
If your teams need to create a formula column in a CWM Board, Now Assist will help convert plain-language requirements into the required Formula syntax. If your teams work on Agile Stories, use Now Assist to generate acceptance criteria and break them down into actionable scrum tasks. CWM now helps teams bring their entire backlog into one source of truth. With AI-powered import of tasks and stories, teams can lift structured data from spreadsheets, documents, and other work tools directly into CWM Boards
Together, these intelligent capabilities help teams save time, reduce manual effort, and drive better outcomes. Whether you are onboarding a new team, drafting new content, reviewing documents, planning a sprint, or collaborating across time zones, Now Assist for CWM keeps you informed, aligned, and efficient.
Core Capabilities-
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- Spaces:
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- Manage planned and ad-hoc work using personal and shared Spaces
- Create unlimited Boards and Docs to plan work
- Organize Boards and Docs into folders
- Invite members and groups from across teams to collaborate
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- Boards:
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- Organize tasks using flexible Board views (List, Gantt, Kanban and Sprint Planning)
- Create custom columns (fields) for any ServiceNow tasks present in a Board
- Bulk import backlog content into CWM Boards from spreadsheets, exported files from other work management tools, PDFs, documents, and images
- Create custom CWM task types to tailor work items to your teams specific processes and workflows
- Add automations to task to save time and improve efficiency in delivery
- Connect Boards to Strategic Planning Workspace for prioritization, roadmap, and goals
- Connect Boards to Enterprise Agile Workspace to manage dependencies across teams and Agile Release Trains (ARTs)
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- Docs:
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- Create Rich-text docs to manage multiple types of documentation
- Insert images and tables
- Tag users inline in the Doc
- Real time Collab - See in real time who is currently viewing or working on a Doc using live user presence
- Reference any ServiceNow task tables or task fields to connect work across teams
- Display dynamic updates of the ServiceNow task fields mentioned in the Docs.
- Add inline comments directly on selected text within a Doc page. Add a html link or mention teammates in a comment to trigger a targeted notification containing the Doc name, page name.
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- Connected work and SPM Apps Integration
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- Centralize work by bringing Task types like incidents, change requests, problems, and other tasks from multiple ServiceNow apps into CWM Board
- Plan and manage connected work using Sprint planning view or flexible workflows in List, Gantt or Kanban view
- Update status, assignee, and details in real time directly from the board
- Enable, disable, refresh, or remove connected work item types as requirements change
- Manage up to 10 different connected work types in one board​
- Connect a goal in Strategic Planning Workspace to a CWM Board
- Connect an ART or Agile Team in Enterprise Agile Workspace to a CWM Board
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- Templates for Boards and Docs
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- Ensure consistent format and structure across Boards and Docs for the same business process or workflow
- Apply templates to new or existing Boards and Docs
- Save Boards or Doc pages as templates
- Manage all templates in the Template Center
- Share templates with the team or keep them private
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- My Work:
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- Keep track of all tasks assigned to you in any ServiceNow application.
- Identify tasks that are high priority or overdue using different widgets and visualizations
- Filter the dashboard to show task types such as CWM tasks, Incidents or Story from a specific date range
- Task type supported for display – Any ServiceNow Task type that includes - CWM tasks, Project Workspace tasks, Demand tasks, RIDAC tasks, Agile Stories, Scrum Tasks, Incidents, Change Requests, Catalogue Requests etc
- Also track any “Additional Assignee” tasks with a quick system property change
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- Board Views
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- Save Board display preferences as personal or shared views
- Create shared views for the team so that all the team members consuming the data have the same experience
- Create multiple views for the same Board so that you can display data in a way that is fit for your audience
- Quickly switch between views to avoid manually updating display preferences each time the audience is changed
- Update the view preferences anytime to adapt to changing processes
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- Export Board and Doc
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- Exporting the list view of board to excel or csv format so that you can share with external stakeholders, and prepare for analysis or presentations
- The exported CSV or Excel file doesn't retain the hierarchy of the CWM tasks from the List view
- Export pages of CWM Docs as PDF files so that you can share documentation across emails to multiple teams or to stakeholders who don’t have access to CWM
Now Assist Capabilities -
- AI Import of tasks and stories into CWM Boards
- Bulk import tasks and stories in CWM Boards from spreadsheets, exported files from other work management tools, PDFs, documents, and images that has a table structure data
- Doc Summarization:
- Quickly summarize CWM Docs to understand key insights, making document reviews faster and more effective. You can also elaborate or shorten content, ensuring that your Doc pages are always tailored to the right level of detail.
- Task Generation from Docs:
- Save time and manual effort by letting Now Assist analyze your Doc content and automatically generate & add detailed CWM tasks to your CWM Boards.
- Draft content from scratch in Docs
- You can now generate content directly in CWM Docs using Now Assist without switching to external AI tools.
- Generate & paraphrase acceptance criteria of a story:
- Agile team members while creating a story can use Now Assist to generate acceptance criteria based on the short description and description of the story
- The generated acceptance criteria can also be elaborated or shortened based on requirement
- Generate scrum tasks using AI:
- Users can generate scrum tasks for story from Australia
- Generate formula with for AI:
- With the available columns users can generate formulas to perform calculations. It supports all math and string functions supported by the ServiceNow AI Platform's formula API.
New:
- Team Member Role for SPM Project Workspace - Enables team members to access CWM and manage project tasks. Users can perform CRUD operations on project tasks, demand, and idea tables, and have calendar access. Role assignments and permissions are managed to enhance collaboration within the workspace.
- AI-powered import of Tasks and Stories into CWM Boards from spreadsheets, documents, and images using Now Assist.
- Inline comments in Docs to collaborate on specific text in a document through threaded discussions. Mention colleagues with @ to notify them directly, and receive email notifications when a comment is added, a reply is posted, or you are @-mentioned in a Doc.
sn_cwm_ai - version 5.0.3 and all its dependencies would be needed
Other Requirements:
CWM AI user role
AI Lens user role