Gathering Improvements Ideas/best practice for my project

Community Alums
Not applicable

‎05-09-2024 04:50 AM - edited ‎05-15-2024 04:29 AM

Hi Connection,

 

I'm in the process of collecting snow improvement/ best practices of my new personal program. Need your support, if any you have done in the past which eliminate nonvalue added step in the daily process it may be in any area support development implementation that benefited in any manner. 

 

You can share any new functionality introduce by ServiceNow to replace old one. 

 

Best Regards,

Rafmine.

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Ratnakar7
Mega Sage
Mega Sage

‎05-09-2024 05:04 AM

Hi @Community Alums ,

 

Here are some improvement ideas and best practices for your ServiceNow program:

  1. Automated Incident Assignment: Implement a script or workflow that automatically assigns incidents to appropriate support groups based on criteria such as category, location, or priority. This can help streamline incident management and reduce manual assignment overhead.

  2. Self-Service Portal Enhancements: Continuously improve your self-service portal to provide users with easy access to information, resources, and common requests. Consider implementing features like knowledge base search, request forms, and status tracking to empower users and reduce dependency on service desk agents.

  3. Change Management Automation: Utilize ServiceNow's Change Management module to automate change approval workflows, enforce change policies, and minimize risk during changes. Implement pre-approved changes for low-risk activities to expedite the change process.

  4. Service Catalog Optimization: Regularly review and optimize your service catalog to ensure it aligns with business needs and provides users with relevant and easy-to-use services. Consider categorizing services, providing detailed descriptions, and streamlining request fulfillment processes.

  5. Performance Analytics Dashboards: Create customized performance analytics dashboards to track key metrics and KPIs related to IT service management. Monitor metrics such as incident resolution time, change success rate, and service availability to identify areas for improvement and measure the effectiveness of your processes.

  6. Integration with Third-Party Tools: Explore integrations with third-party tools and systems to enhance ServiceNow functionality and streamline processes. Integrate monitoring tools, collaboration platforms, and ticketing systems to automate data exchange and improve visibility across IT operations.

  7. Continuous Improvement Framework: Establish a continuous improvement framework to regularly assess, prioritize, and implement enhancements to your ServiceNow program. Encourage feedback from users, stakeholders, and IT teams to identify pain points and opportunities for improvement.

Thanks,
Ratnakar

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