Service Desk Operations (Interactions and AI)

[cardanid]

Within our organization, we are in the process of adopting an interactions‑first model for our Service Desk.

As we are relatively late in this transition, we’re interested in connecting with organizations that have recently made this shift—or those currently operating in an interactions‑first model—to share learnings and best practices. Our goal is to learn from your experience and proactively avoid challenges you may have encountered along the way.

Additionally, we’d love to understand if and how you are leveraging out‑of‑the‑box ServiceNow AI capabilities to support a zero‑touch (or near zero‑touch) Service Desk model.

Thank you, and we appreciate any insights you’re willing to share.

[GregoryY]

Yes.  I will be at K26 the entire week.  We can connect then is not sooner.  Sent you an email so let me know when you have some time.

[GregoryY]

Hello - for some reason, my email is being rejected by your system.  I will be at K26 and would love to meet.  Would you mind connecting with me via LinkedIn or click on my name and send me an email?  My company email address is listed in my profile.

[JessicaSterling]

I would be interested to follow along. Our Service Desk records interactions manually for instant messages, phone calls, and walk-ups (which occasionally escalate to incidents or requests), but our employee service center only enables users to submit incident records and requested item records on their own. I'd be curious to learn more about this interaction-first methodology! Have you turned on the chat feature for this? We are enabling Now Assist AI next quarter and I'm always looking for ways to improve our processes in general.

[GregoryY]

add your email here or click on my profile for my email address.  Some security is not allowing me to add it here

[cardanid]

your email is not exposed on your profile, my email is dcarh@allstate.com. look forward to connecting.