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To go forward you need to look toward the future—not the past.
There are times in life when you have to go back to move forward. When you miss your exit on the freeway, for instance, or you’ve made a miscalculation in a mathematical problem. While learning from your mistakes is an essential practice for continual improvement, businesses must look toward the future to move forward fast with AI.
Yet for traditional IT Service Management (ITSM) your employees can feel like they are constantly going back by repeating their issue again and again to multiple service agents.
We’ve all experienced it. You have a gnarly IT issue and when you finally reach the help desk the first agent is unable to solve it, so your call gets moved up in the queue to the next level agent where you repeat your issue once again. And if your IT issue is worse than gnarly, it gets bumped up to the superhero desk where you repeat your issue yet again before it gets solved.
This is asking a lot of employees. They’re looking in the rearview mirror every time they encounter an IT issue and get caught up repeating the problem over and over. And it’s asking a lot of service agents who may or may not have a complete record of the exchange between the employee and the prior agent or a summary of what prior agents have done to solve the problem.
ServiceNow’s Now Assist for ITSM powered by GenAI keeps your business and employees moving forward and keeps them out of the rearview mirror.
ServiceNow’s Now Assist for ITSM automatically and succinctly summarizes the first employee-service agent conversation into plain English and creates a summary of which steps have already been taken to solve the problem before passing it along to the next agent. This step saves a tremendous amount of time and seriously accelerates the resolution of the problem. This time savings is then extended out into the service agent ecosystem when Now Assist for ITSM documents the issue and summarizes the resolution in a way that other agents can easily access.
Although this is a critical best practice within ITSM, it is one of the most overlooked, simply because agents are focused on helping the next person in front of them. Now, with it done automatically, not only do the agents not have to deal with that extra (but important!) next step, but they are able to access the info they need to quickly resolve a previously known issue. Now Assist for ITSM allows them to move the issue from open to closed in a flash—much faster than if they were starting from square one—and it sets up that same path for any agent who runs into the problem going forward. Solve it once, rinse, and repeat!
Let Now Assist for ITSM keep your business looking toward the future – not the past.
