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Session Code: BRE1059
Presenter(s): Mirza Baig, Nick Borgwardt
Company(s): ServiceNow, ServiceNow
Abstract: No one has time to wait for help via traditional support channels. Our employees don’t have time to wait to get assistance as productivity momentum is key for them. There are many routine requests or issues that should be easy to solve. We wanted our employees to have the digital superpowers to resolve common, everyday problems. See how ServiceNow shifted L1 IT Support activities to the left with a self-service model that allows employees to easily act upon via natural language and easy-to-find solutions using predictive intelligence. They also used automation to quickly handle the requests on demand. Come discover how ServiceNow employees are now getting back 30K hours annually through this newfound strength and how IT has become more efficient as an organization by focusing on other high-value activities.
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