Resolve Incidents Faster and Elevate User Experiences with the Xanadu Release of ITSM
In the ever-evolving world of IT service management, staying ahead of the curve is essential. The Xanadu release of ITSM introduces a host of exciting new AI innovations designed to enhance efficiency, streamline processes, and elevate user experiences. Join us for a quick look at these features, which promise to transform how your team interacts with IT services, driving productivity and delivering unparalleled value to your organization.
Replace Menial with Meaningful: Now Assist for IT Service Management
Released in Vancouver, Now Assist for IT Service Management harnesses the power of generative AI to organize unstructured data with structured workflows and automation. Enterprise IT leaders can dramatically improve agent productivity with dynamic assists at major pain points throughout the incident lifecycle. Deflect incidents before they reach agents and improve employee experiences with intelligent knowledge generation and context-aware virtual agents.
We continue to enhance the capabilities of Now Assist for ITSM with each quarterly store release, introducing innovations specifically designed for service management use cases. Key updates include:
- Change Summaries: To ensure clean and correct code is pushed to production, we are introducing change summaries so change managers can quickly get up to speed on any given request.
- Partnership with Microsoft: Continuing our history of collaboration with Microsoft, Now Assist now integrates with Microsoft Copilot in Teams to solve issues, manage tickets, and complete tasks. This partnership creates unmatched synergies in the world of service management.
- Enhanced Knowledge Content Creation: Building on the single-click knowledge content generation released in May, you can now create more comprehensive content by drawing from multiple closed incidents, capturing insights and outcomes from multiple incidents.
Move Self-Help Closer to Employees with Digital End-User Experience (DEX)
Have you heard about Digital End-User Experience (DEX)? It's a desktop app for Windows and Mac laptops that empowers employees to solve IT issues before they escalate to the service desk, IT, or workplace services. DEX gathers information about IT services, apps, and devices, offering recommendations or automated solutions. It also reduces IT costs and MTTR through automated resolution and earlier detection with proactive issue remediation.
The latest DEX enhancements include:
- Proactive Help: Extended to the end-user before they reach out to the help desk, enabling faster issue resolution and increased productivity.
- Performance Issue Detection: Proactive identification of application or device performance issues provides data to service agents for remediation, helping employees stay focused on their core tasks and boosting productivity for both employees and agents.
- Desktop Assist Integration: Leveraging Now Assist’s AI capabilities for better self-service and improved issue resolution time.
Reduce Swivel Chairing and Resolve Incidents Faster with Service Operations Workspace (SOW)
Innovations continue with Service Operations Workspace, a unified platform for service agents and operators to collaborate seamlessly. This update includes several new AI features and customer-requested improvements:
- Recommended Actions: Enhance the agent experience by incorporating AI Search directly into the sidebar, aggregating relevant resources and potential resolution steps.
- Password Reset in SOW: Agents are now provided with an interactive, guided three-step password reset process to assist users with unlocking their accounts or resetting passwords after verification. Admins can customize nearly every aspect of the password reset process from the SOW Admin Center.
- Agent Workspace Migration Utility: Simplify migration to SOW by selecting which tables to migrate from a list—our backend scripts handle the rest.
These highlights are just a glimpse of the key updates in the Washington release. For a comprehensive overview of all the innovations we've added, I encourage you to check out the full release notes.
