Since inception, we’ve set out to ensure that our customers derive the maximum value from ServiceNow and are using the latest and most exciting features available.
Within ServiceNow, Service Operations Workspace provides a single workspace to unify the management of IT Service and IT Operations. Like Agent Workspace, Service Operations Workspace enables agents, help desk professionals, and managers with tools to help answer customer questions and resolve customer problems. Additionally, it allows Process managers and IT Operations restore service and resolve issues quickly. Whether that be responding to an incident or monitoring the health of your CMDB. And with Agent Workspace soon to become deprecated, we’ve worked with a number of customers on the transition to Service Operations Workspace.
Reflecting on the lessons learned from our recent implementations, here are some of the biggest benefits that our customers are experiencing from making the switch to Service Operations Workspace and Chat.
Whether it’s ITSM, CSM or ITOM, there’s no doubt that ServiceNow has a vast array of applications and functionality that can improve your organisation. However, this can sometimes lead to users alternating between multiple applications and browser tabs. ServiceNow Workspaces combats this problem. Service Operation Workspace benefits from ServiceNow’s Next Experience UI which provides an improved, simple and consolidated user interface for agents, analysts or managers to view and manage all of the tasks within their role. Appreciating that one size does not fit all, it is quick and easy to create and customise unique Service Operation Workspaces for different customers and their support partners, with further customisation available for end users.
Using Agent Chat considers the customer’s overall interaction with the support service. Working through the different stages of a customer interaction enables you to personalise that journey to fit your business needs.
Utilising Virtual Agent, and specifying a Pre-Survey, allows an initial triage to be completed before the customer has even requested to speak to an agent. After a seamless handoff from the Virtual Agent chatbot, an agent is able to utilise quick actions to respond swiftly to customers with pre-defined message templates and perform a variety of key functions all from the same window. Bringing the process full circle, a post-chat survey can be defined and triggered to capture quantitative performance scores and qualitative feedback that can be analysed and used to target areas for improvement.
A huge benefit of Agent Chat is the automated queue management. Through the setting of an agent’s maximum capacity and analysing the current availability across the team, ServiceNow can immediately ascertain which agent should be presented with a new chat. If all agents are at maximum capacity, the customer will be placed in a queue and given an estimated wait time based on moving averages. In addition to being able to route chats to agents based on availability, there is also out of the box functionality to enable skills-based routing. Coupling this with capacity-based routing provides an incredibly powerful and efficient tool for optimising the customer experience and increasing the likelihood of swift, first-time resolutions.
One of our favourite features about Service Operations Workspace is Agent Assist. Organisations expend huge amounts of effort creating intuitive service catalogues and comprehensive knowledge bases. Unfortunately, this information is often never used to its full potential. Presented within Service Operations Workspace, Agent Assist brings all this information to the forefront by presenting automatic search results to agents that show possible solutions as they look to resolve customer queries and issues. Out of the box, Agent Assist is pre-configured to search Incident, Problem, Change, Outages, Knowledge, and Case tables for solutions but can easily be set up to search additional information sources for solutions.
Whether you’re working on incidents or monitoring the health of your CMDB, Service Operations Workspace provides that one stop shop to see it all. Not only will you have a real time view of what’s currently going on in your incident and request stacks, you will be able to switch views to a Service Dashboard showing you the health of your services and any critical alerts that have been triggered. Want to make collaborating even easier? Integrate with Microsoft Teams and start conversations with people directly from the task you are working on, importing the conversation into the workspace automatically.
Sometimes it can be hard for organisations to keep up with all these new features. It’s important for your team members to understand your business goals and be given time to learn and take advantage of these improvements. They can then understand what is worthwhile to add to your own development roadmap.
But knowing not all companies have that capability, our managed service team work with our customers to ensure they get the most from their investment in ServiceNow. Through collaboration and developing a deep understanding of our customers’ evolving business needs, we ensure clients have a dynamic ServiceNow roadmap that maximises ROI and take advantage of the improvements that are right for them. You can find out more about our ServiceNow Managed Service here
Senior Business Process Consultant
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