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Welcome to ServiceNow® Workplace Service Delivery Are you ready to start your Workplace Service Delivery (WSD) implementation journey? With ServiceNow WSD, you’ll be able to deliver seamless experiences for managing the workplace—all while driving greater operating efficiencies and delivering meaningful workplace transformation. This guide gives you the information you need to get going fast, including proven guidance and links to valuable resources—all designed to set you on the path to success. While this guide is primarily designed for ServiceNow platform owners, it also contains useful information if you have a different role in your organization. Let’s get started! |
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Guide Overview Here’s an overview of the topics we will cover in the guide:
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Start by familiarizing yourself with WSD WSD replaces your outdated legacy and fragmented workplace technologies with a flexible modern solution. It includes many capabilities to help you drive employee productivity, reduce manual processes, and drive workplace decisions.
You can get a high-level overview of these capabilities on the WSD product page and data sheet. You’ll also find links to product documentation for selected capabilities in the box on the right. This short video also provides a high-level overview of WSD. However, you don’t need to implement everything at the start. Here are the key WSD capabilities to focus on first:
Workplace Reservation Management: The ServiceNow® Workplace Reservation Management application provides self-service, map-based reservations for employees. Additionally, employees can add services or requests to reservations like catering or room configurations. (data sheet)(product documentation)
Workplace Case Management: Fulfilling employee workplace requests involves multiple, complex back-end processes, including analyzing the requests for type and routing them to human or automated responses, approvals, or other tasks. The ServiceNow® Workplace Case Management application standardizes the process, interaction, and fulfillment of requests and case transfers across the enterprise. (data sheet)(product documentation)
Workplace Visitor Management: The ServiceNow® Workplace Visitor Management application optimizes front-desk operations to provide a seamless check-in process for visitors and traveling employees. (data sheet)(product documentation)
Workplace Space Management: Plan workspaces, assign cost centers, control capacity, and track utilization to optimize real estate spend using the ServiceNow® Workplace Space Management application. (data sheet)(product documentation)(WSD Space Management product page)
Workplace Central: Build what-if scenarios and stack plans for space and create and track workplace leases and maintenance plans all in one central workspace with ServiceNow® Workplace Central.
Health and Safety Incident Management: As part of ServiceNow® Health and Safety, the Health and Safety Incident Management application streamlines safety investigations with the ability to report, manage, and assign future preventative actions. (data sheet)(product documentation)
This Workplace Service Delivery (WSD) Essentials on-demand course will also help you learn how to install the Workplace Service Delivery suite, create the base data needed for the applications, and how to configure each of the applications. If you are new to ServiceNow, we also recommend that you take this very short Get Started with the Now Platform course to learn the platform basics. If you want a deeper dive into the Now Platform, a longer ServiceNow Fundamentals course is also available. |
Health and Safety includes: Workplace Service Delivery Professional adds: Workplace Service Delivery Enterprise adds:
Supporting Platform applications:
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Identify your desired business outcomes Before you begin WSD implementation, it’s critical to clearly understand your business goals. WSD allows you to deliver multiple positive business outcomes that you can achieve over time. However, by deciding which outcomes are most important for your organization, you set clear stakeholder expectations and focus your initial implementation to realize this goal. For example, you can:
By reviewing these outcomes, you'll quickly arrive at the right starting point for your organization. If you want guidance on maximizing the value of your WSD investment, ServiceNow success maps shows you how to envision, create, validate, and champion value using Now Value, our proven methodology to realize success with ServiceNow. |
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Chart a path to implementation If you have chosen to work with a ServiceNow partner or ServiceNow Expert Services for your implementation, it’s important to clearly communicate the business outcomes you want to achieve and agree on a well-structured roadmap to attain these goals. If you need guidance on successfully engaging with an implementation partner, this workbook is an excellent starting point. To accelerate time to value and reduce risk, make sure that your partner uses Now Create, ServiceNow’s library of more than 700 leading implementation practices. We also recommend you use Now Create if you are self-implementing, as it provides a wealth of assets designed to guide you to success. If you want to work with a partner but haven’t selected one yet, check out our Partner Finder or talk to your ServiceNow account representative about ServiceNow Expert Services. We can also work with your chosen partner to infuse our expertise into your implementation through our ServiceNow Co-Delivery service offering. For those of you who have purchased ServiceNow Impact services you will have ServiceNow experts and resources at your fingertips to help you through your implementation of WSD and achieving your goals. If you do not have a ServiceNow Impact package, consider how having dedicated resources, discounted training, and jumpstart services can help you get the most out of your ServiceNow investment. Read more here. |
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Choose Self-implementation Build your team’s skills Implementation partners and expert services are highly recommended by ServiceNow due to their extensive knowledge of the platform/solution purchased, leading to faster realization of investment. However, if you do decide to self-implement, your platform team will need to develop the appropriate skills and expertise to succeed. The best way of doing this is to become a certified ServiceNow professional. We offer several certification paths for different roles on your team. Check out the links below:
Note: Search Now Learning for related courses.
Attend [or watch] 'Live on ServiceNow' webinars We delivery webinars for customer meetups for Workplace Service Delivery and other related Employee Experience topics. Webinars range from technical deep dives to thought leadership—they are typically an hour in length with a product overview, live demonstration, with Q&A throughout the session. Discover upcoming Live on ServiceNow events and watch previously recorded on-demand webinars.
Make your implementation smooth and easy For a comprehensive implementation process framework that is proven to scale to the largest, most complex global deployments, check out our Success Packs on Now Create. Success Packs tailor our core Now Create methodology consisting of more than 700 leading practices to deliver business outcomes aligned with specific product sets. Here’s the Success Pack for WSD:
Understand ServiceNow releases and upgrades If you're not already on the latest ServiceNow release, we strongly recommend that you upgrade before you go live. By upgrading, you get new ServiceNow innovations into the hands of your users faster, gain access to the latest performance and security enhancements, and ensure that support is there when you need it. To make your upgrade smooth and successful, check out these upgrade resources and don’t miss our “What’s New” webinars which cover latest features and enhancements in each release. |
Understand ServiceNow releases and upgrades If you’re not already on the latest ServiceNow release, we strongly recommend that you upgrade before you go live. By upgrading, you get new ServiceNow innovations into the hands of your users faster, get access to the latest performance and security enhancements, and ensure that support is there when you need it. To make your upgrade smooth and successful, look at these upgrade resources.
Pro Tip Stick to out-of-the-box ServiceNow functionality wherever possible when self-implementing. The process guides below provide detailed descriptions of “as designed” ServiceNow functionality for key WSD capabilities. |
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Prepare for organizational change To successfully deploy WSD, you need your business to understand and use WSD and recognize its benefits. To do this, you need to communicate what’s changing and why to both your end users and service desk agents. You also need to ensure that your agents are trained on ServiceNow WSD. This webpage provides detailed guidance on how to plan for organizational change. If you need help creating a winning communications plan, this communications plan template also provides useful advice. |
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Bookmark these resources! ServiceNow Customer Success Center -- The CSC is a one-stop shop that gives you instant access to proven methodologies, leading practices, and expert insights and advice. NowSupport -- You can get technical issues resolved quickly by contacting our team comprised of ServiceNow employees with deep product knowledge and real-world experience. Read more here on how to use support. |
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