Workplace Service Delivery – Getting Started FAQs

[Rew Adams1]

What is the Workplace Service Delivery Suite? What does it do?

ServiceNow Workplace Service Delivery Suite, also called WSD, delivers a digital experience for employees to interact with workplace services and self-service workplace requests. Applications can be deployed individually or you can download all applications at one time using the Workplace Service Delivery Suite.

This suite includes the following applications:

• Safe Workplace Suite: Manage the essential steps for returning employees to the workplace, assessing both workforce and workplace readiness, to support their health and safety.

• Workplace Safety Management: Plan for safety measurements at the workplace. Define employee shifts, create workplace neighborhoods and plan maintenance activities to maintain employee safety and manage a safe workplace.

• Workplace Case Management: Standardize the process, interaction, and fulfillment of workplace inquiries, requests, or case transfers across the enterprise. Monitor the types of cases and quality of service delivered to the business from workplace service teams.

• Workplace Reservation Management: Provide a way using a desktop or a mobile interface to reserve any workspace such as a desk, conference room, or parking spot based on availability. Add services and amenities to reservations, and view reserved or unavailable spaces using an intuitive color legend.

• Workplace Reservations for Microsoft Outlook Add-in: Find and reserve available spaces and add requests and services – like catering or room configurations – while making a reservation from Workplace Service Delivery or Microsoft Outlook.

• Workplace Calendar Synchronization: Ensure employees are kept up to date with room reservations across their enterprise calendar provider including Microsoft Outlook and Google Calendar. Configure and sync workplace items, requests, and reservations with the Workplace Reservation Management application.

• Workplace Visitor Management: Seamlessly register guests and manage secure check-in procedures at the workplace. Automate tasks and visitor communications such as badge printing, Wi-Fi access, health surveys, or paperwork required prior to scheduled arrivals.

• Workplace Service Delivery Space Mapping: Deliver an interactive floor map experience to reserve workspaces from a map view, navigate workplace locations, report workplace issues or find services and amenities. Admins can edit floor plans digitally and publish changes to wayfinding experiences in real-time to provide up-to-date floor maps for employees and visitors.

• Workplace Space Management: Plan, design and optimize workspaces in the new hybrid flexible workplace. Workplace teams can gain accurate workplace data to efficiently design and manage spaces, and improve floor space and meeting room usage.

• Workplace Move Management: Enable employees to collaborate, communicate, and easily manage one-off seat changes from start to finish. Both employees or their managers can make move request through a configurable, automated process so that the workplace managers can supervise the movement of employees and their belongings with minimal to no disruption.

Where do I find the Workplace Service Delivery apps?
All apps are available to customers and partners on the ServiceNow Store. To download all Workplace Service Delivery applications at once, download the Workplace Service Delivery Suite.

What do I need to do to get started with these apps?
Customers will need to have a ServiceNow instance and entitlements to the apps.
Next steps include:
1. Download and install the apps and instructions individually from store.servicenow.com. Note: All applications are included with Workplace Service Delivery Suite.
2. Configure apps with the company’s specific content such as text, response options, and any links to internal systems.
3. Use the Workplace Service Delivery forum on the ServiceNow Community for help, idea exchanges, and more.

Can a customer use all the applications available within Workplace Service Delivery?
Yes, existing customers can download and use all applications. Use of the Workplace Space Mapping and Workplace Service Delivery with Mappedin Integration applications are dependent on a separate 3rd-party license agreement with Mappedin. To download all Workplace Service Delivery applications at once, download the Workplace Service Delivery Suite.

What existing ServiceNow products does a customer need to own to take advantage of the Workplace Service Delivery?
Workplace Service Delivery is not dependent on a customer having any other application.

Can a non-customer purchase Workplace Service Delivery? What’s the cost?
Yes, non-customers can purchase WSD. WSD will follow standard pricing. Please contact a ServiceNow representative for more information.

Is it useful for organizations that already have the Safe Workplace applications?
Yes. Workplace Service Delivery provides additional functionality and capabilities for the workplace. Safe Workplace Suite is included as a part of the Workplace Service Delivery solution and includes additional applications that support self-service room reservations with service ordering, case management across the enterprise, space management tools, and additional reporting functionality.

Is it useful for customers that have ServiceNow HR Service Delivery?
Yes. Workplace Service Delivery and HR Service Delivery are both solutions within the ServiceNow Employee Workflows portfolio. These solutions work together to provide a unified employee service experience across multiple domains. Customers that have HR Service Delivery can expand their Employee Center to include the Workplace Service Delivery capabilities to provide a unified experience.

Is ServiceNow using the Workplace Service Delivery internally?
Yes. ServiceNow has successfully implemented core Workplace Service Delivery applications. We will use these applications as we continue our Workplace initiatives in 2022 and return to the workplace.

For technical product documentation, please visit Workplace Service Delivery on our Product Documentation site.

[Dhirendra Singh]

My Concern is why Standard Catalog items which gel well with requirements like employee onboarding/transfer (in absence of HRSD) and specific business processes related asks; are now being asked to put in WSD Case Management probably due to fulfiller license costs.

Is there a definitive and authoritative advice from ServiceNow on what type of Workplace Services can and cannot be put in WSD Case Mgmt?

**The great ability of ServiceNow to configure anything anywhere confuses the business which only looks at cost matrix and hence need conceptual answer to justify from cost point of view as well.

**Appreciate if a quick response can be provided from ServiceNow/ServiceNow Mgmt.

Thank you

CC @Rew Adams1