System of Engagement using ServiceNow

[sarav1]

My name is Saravanan, i am End User Experience architect working in Cognizant. I am currently working for a retail customer to build SOE layer for them and wanted to see Service Now as a option since there is already investment made by customer. Is there is a any appshowcase of similar need done earlier.

[appshowcaseteam]

Hi Saravanan,

A single system of engagement app is used by AAA Allied Group . With the custom ServiceNow app in place, there has been significant drops in call and email volume and a more engaged user community. Please visit www.servicenow.com/appshowcase for more information.

Thanks,

Appshowcase Team

[sarav1]

I got this information early as well, but I am looking for more information. Is there any case studies around that which can help us to understand in detail.

High level needs are : Integrate with all the IT systems like Lync, office 365, Yammer, provide personalization and end user recommendation content to the user.

[nsimha]

Hi Saravanan - how do you define the system of engagement?   Our definition is providing an unified front end (through a service catalog) through which all the services provided can be accessed.   The system of record - can vary.   Taking HR as an example, the system of record maybe Workday or Peoplesoft/Oracle - the HR services like changes in benefits, employee transfers, promotions etc. are exposed in the catalog and employees browse and request services via the catalog, they can also chat with experts, get help through knowledge base etc. - so how they engage with HR would be through these curated services.

You can brand the front end catalog several ways to match the company look and feel etc. using CMS or our UI related constructs.