Hi Community
We are designed our first services in ServiceNow for Digital workplace. It will probably consist of the Business Services:
Workplace hardware: Ordering portal, PC client configuration
Productivity Tools: E-mail, Office suite etc.
Workplace basic software: Operating system
Access & Identity: Identity and access management support and MFA solutions.
Now to my questions. Our Serviceddesk incident handling is 90% Digital/IT workplace related. In current ITSM tool we don´t work with services. Instead our Servicedddesk use a category called Product type. In product type the have around 140 different Product type like: Excel, Adobe, Teams, Outlook, Onedrive etc.
How would you change the way our Serviced desk work in the Now platform with services and service offerings instead the old way with product types? Based on Service Productivity Tools and create a a lot of Service offerings (60-70) Or their own End user support Service with service offerings like VIP end users support and Normal End users support? But if we choose the end User support road. How could we create a relationship with the Digital Workplace services like Productivity Tools that they actually supports?
