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on 08-05-2022 05:46 AM
Recently, i have seen the spotlight feature of ServiceNow advanced PA in detail. Though, i knew about it from a long time but never realized it's true potential until i started preparing a use case for a new client. The other reason, it remain unexplored is that, it is not used by many service providers even today.
In day to day IT operations, we see Service Desk agents, L2/L3 teams working on the tickets that are assigned to their queue. Most of the times, they are not aware of which ticket to pick first and hence they are dependent on shift leads, queue coordinators or incident management team who sends numerous emails on ageing, escalations, SLA breach, VIP user, etc which tells them which ticket to be picked first.
So, for one team to work effectively, we need mutiple other roles which simply adds upto the delivery cost and Turn around time for the user.
In Servicenow, there is a simple yet effective solution to this which is called Spotlight.
Process managers can define the criteria on which the decision is made like ageing, SLA, not updated, VIP user etc, and assign weightage to each criteria. PA Spotlight dashboard will show the list of tickets in a sequence in which they should be picked and actioned. This list is built automatially based on the total score for a ticket that is calculated by using the weightage you defined.
It comes with Interactive filters which means, every team can check for their list and action reducing the manual effort for the teams and the primitive ways of working.
#servicenowPA #intelligentoperations #effectivedelivery
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Hi! Thank you for your post! How periodically have you implemented it? I would like to use spotlight as a work queue so for me would be perfect if I can run it every 10 minutes for example, but I don't know it would cause any problem to performance.
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It gets updated realtime.
Depending on your browser, you can download additional plugins to auto refresh the webpage. You can set the webpage to auto refresh every 10 mins and it should be fine.
