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2 hours ago
Once ServiceNow is implemented, the real work begins.
A mature organization does not treat feedback as isolated surveys or scattered metrics. Instead, feedback becomes a governed, platform-wide discipline that drives measurable improvement over time.
Below is a structured approach to feedback governance that I’ve found effective across enterprises.
1️⃣ Treat Feedback as a Platform Capability — Not a Workstream Feature
Feedback should not live only within Knowledge, Virtual Agent, ITSM, or Catalog independently.
Instead, define at the platform level:
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What feedback is collected
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How it is collected
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Who owns it
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How often it is reviewed
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How it translates into prioritization
Without governance, feedback becomes noise.
2️⃣ Capture Both Sentiment and Behavior
Effective governance includes multiple feedback domains:
Knowledge
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Article helpful / not helpful ratings (OOTB)
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Knowledge usage analytics
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Search success vs no-result trends
Incident & Case Experience
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Post-resolution CSAT (OOTB surveys)
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Reopen rates
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Time to resolution
Virtual Agent & Conversational Experience
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Completion rates
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Escalation rates
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Abandonment trends
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Conversational response feedback (👍 / 👎)
Catalog & Request Experience
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Submission completion vs abandonment
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Approval turnaround time
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Fulfillment cycle time
Platform Stability
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Notification delivery logs
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Flow execution errors
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Integration failure trends
The most valuable insight often comes from behavioral data — not just surveys.
3️⃣ Leverage OOTB First
ServiceNow already provides powerful built-in capabilities for collecting and analyzing feedback:
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Knowledge feedback controls
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Survey engine
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Virtual Agent analytics
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Standard reporting and dashboards
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Performance Analytics (if licensed)
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Flow and notification monitoring
Before introducing customization, ensure OOTB capabilities are fully leveraged.
4️⃣ Define Ownership & Cadence
Feedback without ownership does not drive improvement.
Recommended model:
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Platform Product Owner (overall accountability)
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Domain Owners (Knowledge, ITSM, VA, etc.)
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Monthly performance review
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Quarterly backlog prioritization
5️⃣ Close the Loop
A structured improvement cycle should look like:
Collect → Analyze → Prioritize → Implement → Measure → Repeat
This is what transforms ServiceNow from a system of record into a continuously optimized service platform.
Final Thought
Feedback governance is not about collecting more data.
It’s about creating a disciplined mechanism that converts insight into measurable improvement.
When structured properly, feedback becomes one of the most strategic assets in your ServiceNow operating model.
#ServiceNow
#NowPlatform
#PlatformGovernance
#ContinuousImprovement
#AdminExperience
#ITSM
#KnowledgeManagement
#VirtualAgent
#NowAssist
#ConversationalAI
