After talking to our customers about their ITSM experience, one common theme continuously came up. How do we help our employees become more efficient while maintaining an exceptional user experience for them?
We focused our discussions on Requestors, Agents, and Platform Owners. After countless discussions, the 3 main problems we discovered were as follows:
- Limited Self-Service: Requestors too often bypass existing Knowledge Articles and Catalog Items because its easier to file a generic ticket. There are also hard to discover gaps in their self-service.
- Incident Enrichment: Agents don’t have time to spare. It’s often too tempting for Agents to skip reading the details or documenting what they’ve done. Skipping these steps end up costing more time in the long run.
- Prioritization: Our platform owners have told us they would like to do more with the platform but have a hard time prioritizing which features to turn on.
This is why we are so excited to build Now Assist for ITSM. Now Assist for ITSM helps your Requestors, Agents, and Platform Owners with the following:
- Time Savings: Requestors get engaging self-service experiences and more of it. Agents save time getting up to speed faster and having their work documented for the benefit of others. This allows both Agents and Requestors to focus on more strategic imperatives.
- Better Experience: Both Requestors and Agents feel valued when their assisted to complete their common workflows.
- Faster ROI: You can confidently deploy Now Assist for ITSM in as little as 15 minutes. Not only that, but there’s also relatively no maintenance. This means you can focus your efforts on more strategic initiatives.
See the Now Assist for ITSM Capabilities Overview
