Product Support for Technology release notes
The ServiceNow® Product Support for Technology helps your technical support teams identify your impacted customers, communicate directly with them, escalate a case if needed, and auto-generate cases for faster issue resolution. Product Support for Technology was enhanced and updated in the Australia release.
About Product Support for Technology
- Use analytics dashboards on the Service Delivery Overview page to improve usability and operational visibility.
- Use the customer impact tab to improve operational clarity, reduce navigation time, and manage the Proactive Service Experience Workflows (PSEW) processes.
See Product Support for Technology for more information.
Activation and other requirements
- Activation information
Install Product Support for Technology and Proactive Service Experience Workflows by requesting them from the ServiceNow® Store.
July 2026
The ServiceNow® Product Support for Technology helps your technical support teams identify your impacted customers, communicate directly with them, escalate a case if needed, and auto-generate cases for faster issue resolution. Product Support for Technology was enhanced and updated in the Australia release.
What's changed
- Now LLM service deprecation
- The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection.
Australia
The ServiceNow® Product Support for Technology helps your technical support teams identify your impacted customers, communicate directly with them, escalate a case if needed, and auto-generate cases for faster issue resolution. Product Support for Technology was enhanced and updated in the Australia release.
What's new
- Service delivery overview
- Use Service Delivery Overview L1 menu to access the analytics dashboards. The Service Delivery Overview enables you to access charts and summary data on metrics such as proactive cases, account escalations, SLAs, channels used, core KPIs, and more. The Service Delivery Overview page is available in Service Operations Workspace in all releases. For CSM/FSM Configurable Workspace, it is available only in the Zurich and Australia releases.
- Enhancing customer impact visibility for PSEW processes
- Use the customer impact tab in the incident, change, and problem case records. This tab shows key metrics and insights across customer accounts, reactive cases, and install base items. It improves visibility and streamline decision-making during PSEW processes. You can also generate proactive cases and communicate with customers or consumers.
What's changed
- Service delivery overview
- The Service Delivery Overview L1 menu is added to the Service Operations Workspace and CSM/FSM Configurable Workspace.
What's deprecated or removed
- The Analytics tab is removed from the customer account view.
- The Notify Customers UI action is removed from the case record.