Walk-up Experience in ServiceNow
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2 hours ago - last edited 2 hours ago
Overview
The Walk-up Experience in ServiceNow is a self-service capability that enables users to request IT support in person at physical locations such as help desks, service centers, or kiosks. It also supports remote check-in, allowing users to join queues online using mobile devices, tablets, or laptops before arriving.
This feature bridges the gap between physical IT support and digital service management, improving user convenience and operational efficiency.
Key Features
1. In-Person Check-In
Users can visit a physical walk-up location and check in using a kiosk or tablet.
- A large display screen shows:
- Current queue status
- Active tickets being handled
- Estimated wait times
2. Online Check-In
Users can remotely join the queue via the Self-Service Portal under Walk-up Check-in.
- View queue length in real time
- Decide whether to visit immediately or later
- Reduce unnecessary waiting at physical locations
3. Guest Access
The Walk-up portal supports guest users without login credentials, making it ideal for:
- Visitors
- Temporary staff
- External users
A system-level role (sn_walkup.walkup_login) is assigned to a system user (not an individual) to securely enable this access.
4. Real-Time Visibility
Users benefit from full transparency during the support process:
- Queue position
- Estimated wait time
- Current service status
Managers and support teams can monitor performance through dashboards and reporting tools.
5. Integration with Other Modules
The Walk-up Experience integrates seamlessly with:
- Incident Management (issue tracking)
- Service Catalog (request fulfillment)
- Inventory Management (hardware/software tracking)
- Knowledge Base (self-help solutions)
This ensures a unified and efficient service experience.
6. Customization & Branding
Organizations can tailor the Walk-up portal to match their brand identity.
- Rename the portal (e.g., Tech Lounge, Genius Bar)
- Apply custom themes using Service Portal
- Modify UI using CSS via Walk-up Theme (upgrade-safe customization)
Setup & Configuration
1. Enable the Plugin
- Navigate to: Left Navigator → Plugins
- Activate: Walk-up Experience
- Requires London release or later
2. Create Walk-up Locations
Define physical service locations and configure:
- Assignment groups
- Stockrooms
- Operating schedules
3. Roles & Access Control
- Only users with the
sn_walkup.walkup_loginrole can access the portal - This role must be exclusively assigned (no additional roles allowed)
4. Kiosk Security Setup
To prevent misuse of walk-up devices:
- Configure devices in kiosk mode (e.g., iPad, Windows kiosk mode)
- Restrict access to only the Walk-up portal
- Disable navigation outside the application
Conclusion
The Walk-up Experience in ServiceNow enhances IT support by combining physical service accessibility with digital efficiency. By implementing this feature, organizations can deliver faster, more transparent, and user-friendly support services.
