Your recent efforts to proactively reduce major incidents have yielded a 2% reduction in major incidents bringing your % P1 incidents to 6%. Pretty good, right? What if you knew that the average %P1 incidents for your industry is 4%? That would put things in perspective and perhaps lead to more meaningful conversations internally on why your organization has had consistently higher %P1 incidents than your peers, all along.
ServiceNow Benchmarks makes these conversations possible. This and a host of other capabilities and enhancements are coming to you in Jakarta to enable you to achieve higher service levels faster. Achieving Service excellence is not a once-and-done affair. It is a moving target that needs constant review and attention. ServiceNow ITSM enables you to achieve and maintain service excellence through Continual Service Improvement. Whether you are new to ServiceNow or upgrading to a newer release, you will now experience the benefits even faster than you did before.
Jakarta Themes for ITSM:
Here's a brief overview of the new capabilities in Jakarta.
Benchmarks
The customer feedback on Benchmarks has been overwhelmingly positive. As you already know, Benchmarks was first offered in Istanbul. Customers get unprecedented visibility into how their key performance indicators for ITSM compare with their industry averages. Customers also have the option to look at benchmarks relative to similar size organizations. In case you have not seen your Benchmarks yet, check them out on the HI service portal.
New in Jakarta
With the Jakarta Release, you will have a total of 16 important KPIs across Incident, Problem, Change, Service Catalog, Knowledge Base, CMDB etc. Benchmarks will be made available to you in your product instance starting with Jakarta. Further, these Benchmarks will also be configurable. The six KPIs on HI will continue to be refreshed, and all enhancements and improvements to Benchmarks will be made available to you in your own instance. Benchmarks in Jakarta come with a clean, intuitive, mobile-friendly UI so it's easy for you to drive continual service improvement for your organization.
Price: No additional cost.
NB: Remember to opt-in to Benchmarks in Jakarta to use this capability
Benchmarks in Jakarta helps you see the important KPIs in your environment in comparison to industry averagesGuided Setup
Guided setup is a visual wizard that provides task-by-task guidance on configuring your ITSM applications. It gets you deployed in a more structured and controlled manner, so you have faster value realization from your ServiceNow investment.
New in Jakarta
Customers have been requesting guidance on practices that made other implementations successful. So, in Jakarta, Guided Setup comes with "Proven Practices" based on the many successful implementations our customers, partners, and services organization have achieved. Now, you can tap in to the Proven Practices to accelerate your setup and realize value sooner.
Price: No additional cost.
Guided Setup comes with Proven Practices
Service Level Management
ServiceNow has always had strong Service Level Management capabilities. ServiceNow SLM is used across the organization in departments such as HR, Facilities, and IT to keep track of how internal and external teams are performing against their agreed service levels.
New in Jakarta
Customers will love the SLA timelines introduced in Jakarta. The SLA timelines gives you an intuitive interface to see all of the tasks related to and SLA. With the SLA timeline it is much easier for service desk leads and SLA managers to evaluate — at a glance - how SLAs are behaving under different situations, and why. This information can be used to easily diagnose the events that impacted SLAs, help improve processes, and deliver service at higher levels.
Price: No additional cost.
SLA Timeline helps you proactively identify tasks at risk of breaching SLA
Survey and Assessment
Have you been using the Survey and Assessments application in ServiceNow? If not, it's time to dust off these applications and take a look. You should not have to pay for separate applications to run surveys and assessments for your service desk. These capabilities are built into the ServiceNow platform so you can take advantage of the single system of record and drive services from that single command center in your ServiceNow portal.
New in Jakarta
Smiley faces and emojis make surveys more intuitive and engaging. Your customer in the enterprise already does this in his/her personal life when he/she takes surveys on a mobile device. There is no reason to make enterprise surveys unnecessarily tedious. Also, there is an assessment widget in the Service Portal so agents as well as users do not have to switch applications to get to assessments. ServiceNow Surveys and Assessments help you drive greater customer satisfaction through Continual Service Improvement.
Price: No additional cost.
Easy, mobile-friendly interface make surveys and assessments more intuitive for users
Service Catalog
If you are a ServiceNow customer, you very likely use the ServiceNow Service Catalog. A fundamental building block of IT services, the Catalog is an integral part of all deployments and upgrades. However, building and executing test cases required manual effort and could be tedious.
New in Jakarta
The Jakarta release puts more power in the hands of the administrators by automating the testing of requester and fulfiller workflows. The Automated Testing Framework or ATF allows administrators to automate and reuse test cases. Test cases can be bundled together into Test suites to automate testing of end-to-end use cases. The ATF plus new health check tools make building, maintaining, and upgrading your service catalog easier than ever.
Price: No additional cost.
Automated Testing Framework makes upgrades and troubleshooting easierI hope that provides you a good overview of the highlights in the Jakarta Release for ITSM. We will dive into the details for each of these applications in future blogs. In the meanwhile, if you have questions, please post them below. Your feedback and participation is much appreciated.
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