Workplace Service Delivery

  • Release version: Zurich
  • Updated July 31, 2025
  • 3 minutes to read
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    Summary of Workplace Service Delivery

    Workplace Service Delivery (WSD) on the ServiceNow platform offers employees a unified digital experience to manage workplace-related tasks such as room reservations, supply orders, maintenance reporting, and cleaning requests. It simplifies backend complexity, enabling organizations to streamline workplace management and enhance employee productivity.

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    Key Features

    • Enhanced Employee Experience: Employees can manage hybrid workdays, reserve desks, meeting rooms, and parking spaces tailored to their preferences, fostering collaboration and access to physical workspaces.
    • Intelligent Request Routing: AI-powered Now Assist agents autonomously resolve workplace issues, such as blocking meeting rooms during emergencies and rescheduling meetings, leveraging ServiceNow’s AI Platform capabilities.
    • Automated Workflows: WSD automates workplace procedures and tasks, integrating digital workspace applications with physical facility management to boost productivity and collaboration.
    • Space Utilization Insights: Real-time analytics and dashboards in Workplace Central enable facility managers to optimize real-estate usage, monitor space capacity, and plan maintenance and leases efficiently.
    • Lease Administration: Track and manage workplace lease contracts, assets, services, and locations with automated notifications on contract expirations and associated documentation.
    • Mobile Reservations: The WSD mobile app allows employees and managers to access reservations, presence, and work schedules anytime and anywhere, enhancing workplace efficiency on the go.

    Practical Benefits for ServiceNow Customers

    • Digitize and streamline workplace service requests to improve employee satisfaction and reduce manual workload.
    • Leverage AI-driven automation to proactively manage workplace resources and resolve issues quickly.
    • Gain comprehensive insights into workspace usage and employee engagement to make informed real-estate and capacity planning decisions.
    • Maintain control over lease contracts and facility assets with centralized tracking and notifications.
    • Enhance flexibility and accessibility through mobile workplace management tools.

    Getting Started

    Customers are encouraged to engage with implementation specialists to tailor WSD to their organizational needs. Resources include product documentation, training courses, certification programs, and community forums available through ServiceNow’s Customer Success Center and training portals.

    Provide employees with a single place to manage workplace tasks like reserving rooms, ordering supplies, reporting maintenance issues, or requesting cleaning with the ServiceNow® Workplace Service Delivery. Reduce the back-end complexity of setting up and maintaining a streamlined experience for your workplace.

    Workplace Service Delivery (WSD) provides digitized workplace experiences to employees for managing their workplace activities. It provides flexible workplace solutions to drive employee productivity and workplace decisions.

    Enhanced Employee Experience with digitized workplace services

    WSD provides digital entities and automation tools to enhance and streamline work processes for employees. Employees can digitize their hybrid workplace days, collaborate, and gain access to physical workspaces in their organization. Employees can manage their reservations, reserve their favorite or preferred desks, meeting rooms and parking spaces. Employees can manage workspaces tailored to their privacy and location preferences. Administrators and facility managers can get detailed insights on employee engagement and real-estate usage to manage capacity planning. Workplace digitization helps create a more connected work environment by transforming how teams interact, share information, and collaborate across platforms and businesses.

    Workplace Service Delivery application.

    Intelligent routing of workplace requests with Now Assist for WSD

    With WSD you can optimize workplace operations with smart building integrations. Workplace Service Delivery AI agents can assist and act autonomously to resolve issues and make decisions. AI agents can autonomously block a meeting room in case of an emergency maintenance request and move your existing meetings from the blocked location to a new one by interacting with your environment. AI agents use Out-of-the-box ServiceNow AI Platform® capabilities. Enhance employee self-service requests with Generative AI for improving workplace productivity, enhanced employee experience, and reduced case deflections.

    AI agents showing notifications in the conversational interface for blocked locations.

    AI agents showing notifications in the conversational interface for updated locations for a reservation.

    Automated workflows

    Workflow automation in WSD provides both digital workspace apps and physical workplace resources to redesign workplace facilities. Workplace procedures and tasks are automated for employees to increase workplace productivity and collaborate effectively with preferred collaborators in their in-office presence days.

    Workplace Service Delivery digital experience.

    Optimize space management with space utilization insights

    WSD provides a single platform and solution to efficiently manage your organization’s real-estate portfolio. Workplace services team can maintain facilities more efficiently using a single workspace. Plan and manage your maintenance, leases, and mappings using Workplace Central and Workplace Lease Administration.

    Using the dashboard and analytics capabilities of Workplace Central, workplace managers can allocate workspaces to employees based on their preferences and requirements while simultaneously keeping a tab on space utilization. Facility managers can view space capacity using stack plans and measure the frequency of workspace utilization.

    Workplace Service Delivery data model helps facility managers to optimize real-estate decisions and remove redundant spaces that are no longer in use. Occupancy sensors provide real-time utilization data, guiding employees to available spaces. Workplace administrators and managers can design and build custom reservation services. Workplace portfolio managers can access insights on individual space type utilization. It helps you align your real-estate decisions with your organizational goals to setup a modern workplace. Workplace Service Delivery provides a single platform to help you optimize your existing and future real-estate investments. Monitor, view, and optimize workplaces and space allocation in real-time to make real-estate decisions.

    Stack Plan showing multiple buildings scenario and real-estate allocation.

    Lease Administration

    Track workplace lease contracts, assets, services, and locations that are part of a contract using Workplace Lease Administration. Workplace managers can use Workplace Lease Administration to create and track workplace contracts. Workplace Managers are notified about expiring contracts, and track services that are part of a contract. Teams can also track locations that are part of a contract and maintain a list of assets in a contract, and manage contract documents.

    Mobile workplace reservations

    Enhance and increase workplace efficiency by using the Workplace Service Delivery for Mobile app. It enables employees, workplace managers and agents to access reservation, employee presence, and work schedule capabilities while on the move from any location any time.

    Workplace showing options to make bulk reservation using the mobile app.

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