These tips will help jump start your Workplace Service Delivery implementation. The first 5 tips are focused on various resources, and the last 5 tips are product specific.
Resource Tips
1. Understand What’s Available in Workplace Service Delivery
Take time to orient yourself on the breadth of the Workplace Service Delivery suite. There are many applications that make up the suite, such as Workplace Reservation Management, Workplace Case Management, Workplace Space Management, and more.
Together, the applications create a connected experience for two primary personas:
- Employees, who are empowered to do things like make self-service workplace reservations, book near colleagues, find hybrid-compatible spaces, access wayfinding capabilities, and open workplace service requests
- Facilities and workplace experience teams, who are able to provide digital service experiences and use key data to drive key business decisions
To learn more, check out this data sheet and read this blog on Understanding the Power of Workplace Service Delivery.
2. Consider the Transformational Impact to Your People, Places, & Process
Review this Success Insight on Hybrid Work for guidance on the people, places, and process considerations of implementing Workplace Service Delivery. It provides direction on the change management considerations of enabling a hybrid workplace, such as retiring legacy work from home policies and innovating spaces to support collaboration.
3. Take the Free Workplace Service Delivery Essentials Course
Take your Workplace Service Delivery knowledge to the next level by obtaining your Workplace Service Delivery Essentials course badge.
This course walks through the basics of how to configure various Workplace Service Delivery applications. Important: Even if you won’t be responsible for configuring the applications, this course will provide you with valuable insights and deepen your knowledge.
4. Review Assets on Now Create
Now Create provides various assets—such as PowerPoint presentations, requirement gathering tools, and process guides – to help you better understand the product and how to implement it. Search for one of the 20+ Workplace Service Delivery assets here.
To Search for application-specific assets, using the left side of the page, filter for assets by selecting My product suite is…'Workplace Service Delivery.’
5. Subscribe to ServiceNow Store Updates
The applications within the Workplace Service Delivery suite are delivered via the ServiceNow Store. This means the apps are updated on a quarterly basis, outside the standard ServiceNow family releases that typically happen twice per year.
To stay up-to-date on all Store releases, visit the ServiceNow Store and subscribe to receive updates about Workplace Service Delivery.
Product Tips
6. Review the Properties for Each Application
To make configuration easier for common scenarios, various properties are available for each Workplace Service Delivery application. Before implementing, review all applicable properties to know what’s been made available.
Common properties can be accessed in an instance using the left filter navigator, searching for an application, and clicking Properties.
One example property that allows customers to specify the amount of time until a reservation is cancelled without a check-in.
For a list of all properties, you can navigate to the System Property [sys_properties] table and search by application and/or use other filters.
More information on what each of the system properties do can be found on the ServiceNow docs site.
7. Use Client Role Rules to Grant the Workplace User Role
Use Workplace Client Role Rules to define rules/conditions for which employees at your organization should be granted the Workplace User Role [sn_wsd_core.workplace_user]. This role is what allows employees to do things like create reservations and view services.
For more information, see Assign the workplace user role to employees.
8. Understand How to Configure a Reservable Module
The Reservable Module framework provides customers with the ability to configure any reservable workplace item, such as a desk, lockers, parking space, and anything else that is deemed reservable. To provide maximum flexibility, the Reservable Module form has numerous fields.
See Configure a Reservable Module to learn more.
9. Ensure You Properly Add Your Space Administration Data
The Space Administration module allows you to store foundational data related to your workplace locations, with the following hierarchy:
- Region
- Site
- Campus
- Building
- Floor
- Area
- Space
You can add this data manually or import in bulk.
See Providing your workplace data to learn more.
10. Review the Workplace Calendar Synchronization Application in Detail
The Workplace Calendar Synchronization application synchronizes reservations made in Workplace Reservation Management and an organization's calendar service providers (i.e. Microsoft Exchange Online and Google Calendar).
See Workplace Calendar Synchronization to learn more as well as this article on Configuring Microsoft Exchange Calendar Sync with Workplace Reservation Management.
