Need Feature Set on ServiceNow

[MadhuriGudiseva]

Hello,

I'm working on a requirement where I need to see whether ServiceNow fits my requirement or not. I want to check whether the below feature set is available out of the box, needs customization , or is not available. You need to mark one of the three options against the questions below: All the questions are also present in the excel sheet attached.

Requirements

A "white labeling enabled" support services portal, preferably leveraging cloud that does the following

—Contract/Customer/Client Management

—Customer Information and Hierarchy Management

—Ability to define workflow, roles and white label 'Support Service' by Bill To, Ship To

—Views/reports to look at Customers, their Clients etc.

—Ability to survey the customers and keep feedback/history

—Ability to customize the surveys and conduct survey for clients on behalf of customers and create reports

—Ability to create and manage contracts with customers and manage contract information with their clients

—Ability to communicate with customers and their clients

—Ability to record our interactions with customers as well as their clients, ability to put suggestions and broadcast

—Ability to set alerts related to suggestions and other events such as contract renewal, special privilege etc.

—Service Catalog , patch Management and FTP site

—Version tree

—Documentation

—Patch/download management

—FTP/Drive for receiving and sending information in large files

—Ability to associate the large files with tickets, knowledge base, clients, customer and tag it

—Ability to set access for the information sent/received

—Access Management for customers and their clients

—Ability to manage users, their roles and access to customers according to our as well as their contracts with their clients

—For clients, to manage access to their users according to their contracts

—Access Management for support associates, escalation hierarchies

—Ticket Management

—With integrated contract verification system

—With integrated auto-ticket generation with mobile apps, phone call (IVR), email, SMS etc.

—integrated unified communication (e.g. ability to initiate chat, call [including toll-free number mapping] , tele conf, webex, video chat, whiteboarding through it and ability to record the same with ticket)

—adoptable workflows as per client needs

—ability to map various end customers across products, across clients (e.g. if the same customer uses HPCA and IBM Proventia — we should have a view to see all those together)

—Ability to 'mine' solution from old tickets/identify similar tickets using ticket information

—Various views and reports by roles — e.g. to do shared service, every client role would have their view including 1 view for all tickets of a single client,

—Use our BI expertise to identify trends, come up with monthly suggestions for clients as well as ISV/Product team, ability to forecast issues and possible problems

—Ability to create 'alerts' on various ticket related parameters — which will help manage the SLAs

—Ability to capture various different data points depending upon the type of issue (problem, question, request-for-enhancement, etc.)

—Ability to associate tickets with each other with tags

—Knowledge Base Management

—Ability to add knowledge artifacts in various formats including links, PDFs, presentations, podcasts, videos, e-learnings, chat excerpts, blogs, wikis, glossaries, FAQs, webex/one-note recordings

—Ability to tag and associate tickets with knowledge artifacts and vice versa, ability to suggest knowledge artifacts to end users as well as support associates by scanning ticket information and tags

—Ability to suggest artifacts to specific clients mining the data

—Ability for users to create knowledge artifact wishlist

—Standard Operations Procedure and Run Book Management (This can be part of knowledge base — accessible only to support fraternity)

—System Appreciation portal (combination of wiki and various knowledge base artifacts)

—Self Service

—Ability to search through knowledge base and old ticket resolutions for resolution before raising a ticket, with auditing facility to be able to report self service

—Ability to raise tickets through phone call (IVR), email, SMS etc

—White-labelled, customized workflow of ticket

—Ability to set alerts

Metric/Time Accounting

—Recording various data points as well as interactions and creating report on various parameters

—Ability to identify improvement areas/bottlenecks in process

—Integration

—Ability to integrate with various systems of partners, customers, clients

[jcraneNYC]

Work with your local ServiceNow sales rep to engage their Solution Consulting team to work with you through this process.