Understanding the Power of Workplace Service Delivery

[Siham TAHA]

Understanding the Power of Workplace Service Delivery  

According to ServiceNow’s 2021 Employee Experience Imperative Study, 65 percent of respondents said they prefer a hybrid approach to work that includes digital and in-person interactions. With this move toward hybrid work, employees need choice and flexibility more than ever, accelerating the need for digital transformation.  

Organizations are thinking about solutions that simplify the way employees get work done, from anywhere. Employees returning to the office may have questions around health and safety, office entries, how to make a workplace reservation, connect with workplace services for a request, or ensure that a room is configured correctly for their needs.  

While some organizations were already starting to face these issues pre-pandemic with the flex office approach, many companies had a hard time finding solutions on the market. In many cases, companies would purchase several solutions and integrate them to provide employees and facility management teams with the services needed.  

This had several drawbacks:  

• Complex and technical feasibility assessment 
• Lengthy and complicated procurement process 
• Several systems of record 
• Several vendors to manage  
• Several systems to upgrade/maintain  

Workplace Service Delivery provides a full workplace experience management solution with a single product.  

What is Workplace Service Delivery and what does it offer? 

Workplace Service Delivery is a suite of several applications that combine to support the new hybrid workforce. It offers: 

• A one-stop-shop concept, as it’s a comprehensive solution that serves as a single system of record and engagement for both employees and facilities teams 
• Continuous innovation with quarterly releases and a roadmap based on the future of work and customer feedback  

For employees, the product offers: 

- A safe workplace, by allowing employers to

• Screen employees, provide PPE, and monitor vaccination status for safe employee workplace entry 
• Rapidly trace and reach out to exposed employees to mitigate the ongoing risk of transmission 
• Monitor employee health and validate office entry results from a central reporting dashboard​ 

- A reservation experience 

• Quickly reserve desks, rooms, parking, or equipment, and add service requests such as catering​ 
• Access native integrations for reservations, including Microsoft Outlook and Google Calendar​ 
• Define shifts and workplace neighborhoods to manage safe social distancing of spaces​ 

- A service delivery experience 

• Enable workplace teams to provide timely help to employees with enterprise case management​ 
• Provide avenues for employees to request workplace services from anywhere, on any device​ 
• Empower workplace teams to route requests to the right team member, contractor, or vendor​ 

- A visitor management solution  

• Easily register guests visiting your premises with required entry information and health guidance ​ 
• Extend on-site access with pre-printed visitor badges for easy identification and check-in​ 
• Route visitor access approvals across locations and optimize use with dashboards and reports​ 

- Indoor mapping capabilities 

• Provide an interactive floor map to reserve workspaces, report workplace issues and view facilities​ 
• Get directions and navigate around workplace locations using wayfinding for desktop​ 

The product also offers facility managers:  

- Space utilization data and inputs 

• Provide facilities teams a single solution to measure spaces, assign cost centers, and track utilization
• Define spaces as flexible or permanent for employees to reserve based on their use case 
• Optimize floor space and room usage based on space utilization data from connected applications​ 

- A move management solution 

• Collaborate, communicate, and easily manage employee relocation requests​ 
• Enable employees to create move requests and eliminate manual, inefficient move processes​ 
• Supervise the movement of employees and belongings with minimal to no disruption​ 

To find the full list of applications available within the Workplace Service Delivery suite along with their description, please click here.