--- sourceDocument: Australia IT Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/it-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia IT Service Management ft:clusterId : - itsm bundleId : - itsm workflow : - Technology --- # Explore # Exploring Walk-up Experience {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Exploring Walk-up Experience The Walk-up Experience application enables ServiceNow customers to establish an on-site support channel where users can receive real-time assistance for IT-related requests and issues. This support can be delivered either in person or remotely by skilled agents. The solution aims to increase agent productivity while providing employees quick and efficient resolutions to their IT problems, such as device requests, account unlocks, or software setups. Typical names for such service centers include Tech Lounge, Service Center, or Genius Bar. Show full answer Show less ## How Walk-up Experience Works The workflow involves multiple roles within your organization: * **Administrators** configure and activate service channels, appointment schedules, walk-up locations, kiosks, and stockrooms. They also enable self-service online check-ins for remote access and monitor performance via the Walk-up Experience dashboard. * **Agents** manage queues, customer interactions, scheduled appointments, and oversee assigned locations, stockrooms, and assets to efficiently resolve issues. * **Employees/Requesters** can schedule in-person or remote appointments using mobile devices, check queue wait times, visit kiosks for immediate help, or modify bookings as needed. ## Key Benefits * **Convenient Appointment Scheduling:** Employees can plan single or multiple visits to walk-up lounges via the Employee Center, allowing flexible support access. * **Real-Time IT Service Access:** Requesters can receive immediate or scheduled assistance at walk-up locations, with agents able to directly access user devices to expedite resolutions. * **Centralized Queue and Interaction Management:** Agents have a unified workspace to organize queues, handle interactions, and manage stockrooms to fulfill requests efficiently. * **Performance Insights:** Administrators and managers can analyze trends and operational metrics through the Walk-up Experience dashboard to identify improvement opportunities. Use the Walk-up Experience application to create and manage an on-site support channel where your users can get their requests and issues resolved and fulfilled in real-time, either in person or remotely by experienced agents. ## Walk-up Experience overview {#understanding-walkup-experience-new__section_m5n_rqq_51c} With Walk-up Experience, you can help to increase the productivity of the agents that serve the requesters. Your requesters can also get real-time, either in-person or remote help with their issues and devices. The main purpose of a walk-up service center is to support and resolve the information technology (IT)-related issues that a service desk comes across. For example, an agent can get a request for a mouse device or keyboard, unlocking an account, or setting up software on a mobile device. Some common names that you might use for your own walk-up center are Tech Lounge, Service Center, or Genius Bar. ## Walk-up Experience workflow {#understanding-walkup-experience-new__section_n5n_rqq_51c} In the following sample end-to-end workflow, learn how different users in your organization can leverage from Walk-up Experience. 1. The administrators configure and activate Walk-up Experience service channels, appointment booking schedules, walk-up locations, kiosks, and stockrooms. The administrators can also enable self-service online check-ins to support remote access to the requesters. 2. The agents manage the queues, interactions, and the scheduled appointments. They can also view the assigned locations, stockrooms, and assets to support the employees in resolving their IT issues. 3. The employees can schedule in-person or remote appointments to get their IT-related issues resolved. By using their mobile devices, your employees can view how long the wait list is in the queue, go to the kiosk location for quick resolutions, or book or modify appointments. 4. The administrators and managers can view and analyze the Walk-up Experience performance by using the Walk-up Experience dashboard. For more information about the dashboard, see [Monitoring Walk-up Experience performance](https://www.servicenow.com/docs/~FcaoUZ_VyQopxVQ0W7cEw "The Walk-up Experience dashboard and reporting module provides basic high-level reporting on incident and request types, record volume, average wait and service times, assignments by agents and location, and more. By viewing the dashboard, managers can quickly understand the walk-up location operations and can report performance data to upper management."). {#understanding-walkup-experience-new__ol_pky_zkr_51c} ## Walk-up Experience benefits {#understanding-walkup-experience-new__section_q5n_rqq_51c} Walk-up Experience provides the following benefits.{#understanding-walkup-experience-new__table_r5n_rqq_51c__entry__3} | Benefit | Feature | Users | |-|-|-| | Schedule a single or multiple appointments to visit the walk-up lounge or the support lounge Walk-up Experience Employee Center. | [Plan your walk-up experience visit with Employee Center](https://www.servicenow.com/docs/oEyWNR~qkQ4FbWR0UMpFUQ "Schedule a single or multiple appointments to visit the walk-up lounge or the support lounge Walk-up Experience Employee Center. You can also get remote help.") | Requesters/employees | | Access IT services in real time by visiting a walk-up location. You can also schedule appointments to visit the walk-up location at a convenient future time. The agents get direct access to user devices so that employees can return to work faster. | [Walk-up Experience on Now Mobile](https://www.servicenow.com/docs/erQcXnLAzSmhluCLXuhPwg "You can create and manage your appointments for a walk-up venue like the Tech Lounge when you use the ServiceNow Walk-up Experience on the Now Mobile app on your own mobile device.") | Requesters/employees | | Organize and manage walk-up queues, interactions, and associated stockrooms that you use for fulfilling the walk-up requests in a centralized workspace. | [Manage Walk-up Experience queue and interactions](https://www.servicenow.com/docs/f6BY93k32XJWqqMUaOlBnQ "Walk-up Experience managers and agents can manage all aspects of a walk-up location queue and interactions. Agents can view assigned walk-up locations, interactions, and associated stockrooms used for fulfilling the walk-up requests.") | Agents | | Observe and capture the trends and statistics that can improve your operational performance by monitoring the walk-up dashboard. | [Monitoring Walk-up Experience performance](https://www.servicenow.com/docs/~FcaoUZ_VyQopxVQ0W7cEw "The Walk-up Experience dashboard and reporting module provides basic high-level reporting on incident and request types, record volume, average wait and service times, assignments by agents and location, and more. By viewing the dashboard, managers can quickly understand the walk-up location operations and can report performance data to upper management.") | Administrators/managers | [ ] {#understanding-walkup-experience-new__table_r5n_rqq_51c}