Jumpstart Your Issue Auto Resolution
Summarize
Summary of Jumpstart Your Issue Auto Resolution
The Jumpstart Your Issue Auto Resolution (IAR) Accelerator is designed to introduce ServiceNow Impact customers to the capabilities of Issue Auto Resolution within their platform. It focuses on deflecting high-volume, non-critical tasks to improve self-service and automation. This Accelerator demonstrates practical use cases, provides a configuration overview, and offers key resources to help customers get started with IAR effectively. It is available for customers with Impact Guided, Advanced, and Total packages.
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Key Features
- Temporary Instance Provisioning: Customers receive 30 days of access to a temporary instance to explore IAR functionalities.
- Customer Coaching Sessions:
- Session #1 (up to 90 minutes): Covers IAR benefits, a comprehensive demonstration on reducing incident volume, improving self-service, lowering Mean-Time-To-Resolution (MTTR), increasing Virtual Agent adoption, configuration overview, analytics dashboard monitoring, maintenance best practices, and key guides.
- Session #2 (optional, up to 60 minutes): A Q&A session to address customer questions related to IAR.
- Performance Monitoring: Guidance on using the Analytics Dashboard to track and improve IAR outcomes.
- Maintenance Best Practices Discussion: Ensures sustainable and effective management of IAR capabilities.
Customer Roles and Responsibilities
- Platform Owner (Required): Oversees the overall ServiceNow platform, aligns with business strategy, and governs platform use.
- System Administrator (Required): Maintains platform stability, manages application support, and handles configuration and releases.
- Virtual Agent Owner (Recommended): Serves as the subject matter expert for the Virtual Agent.
- Service Desk Manager(s) (Recommended): Provides expertise in managing the Service Desk.
- Trusted Service Partners (Recommended): Attend coaching to learn best practices and potentially support the customer in the future.
Important Considerations
- This Accelerator or parts of it may not be available in restricted environments, self-hosted customers, or managed service providers with domain-separated instances.
- ServiceNow is not responsible for implementing Accelerator recommendations on customer production or sub-production environments.
- Further details and terms are governed by the applicable Impact Accelerator Description.
The Jumpstart Your Issue Auto Resolution (IAR) Accelerator provides a demonstration of the possibilities and capabilities of Issue Auto Resolution within your ServiceNow platform.
Overview
Jumpstart Your Issue Auto Resolution provides Impact customers with an introduction to IAR to deflect high-volume, non-critical tasks and demonstrates how IAR will enhance self-service and automation capabilities. This Accelerator aims to educate customers on the possibilities and capabilities of IAR, specific use cases, a configuration overview, and key resources and guides to enable customers on getting started.
See Issue auto-resolution tab for additional information on IAR.
Offered pursuant to the applicable Impact Accelerator Description available at https://www.servicenow.com/legal/servicenow-impact.html
What You Get
- Session preparation
-
- Provision a temporary instance
- Activate and configure IAR
- Customer Coaching Session #1 (Up to 90 minutes)
- Includes the following:
- Overview of IAR benefits and impact
- Comprehensive demonstration on how to:
- Lower incident and case volume
- Improve self-service
- Reduce Mean-Time-To-Resolution (MTTR)
- Increase Virtual Agent adoption
- Configuration overview
- Demonstration of how to monitor performance using the Analytics Dashboard
- Maintenance leading practices discussion
- Key resources and guides
- 30 days of access to the temporary instance is provided
- Customer Coaching Session #2 (Optional upon Customer request, up to 60 minutes)
- Opportunity for Q&A related to IAR
Requested Customer Resources
| Customer Resource | Responsibilities |
|---|---|
| Platform Owner (Required) | Responsible for the overall accountability of the ServiceNow platform. Provides leadership and oversight to the System Administrators, ensures team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform. |
| System Administrator (Required) | Maintains the stability and usability of the ServiceNow platform by performing application maintenance, managing support for cases related to ServiceNow applications, and contributing to ServiceNow software releases by delivering configuration tasks and features. |
| Virtual Agent Owner (Recommended) | Subject matter expert responsible for ServiceNow Virtual Agent. |
| Service Desk Manager(s) (Recommended) | Subject matter expert responsible for managing Service Desk. |
| Trusted Service Partners (Recommended) | Attends ServiceNow Impact Accelerator coaching session(s) to understand leading practices and potentially support customer going forward. |
Requested Information
Please refer to the applicable Impact Accelerator Description available at https://www.servicenow.com/legal/servicenow-impact.html
Exclusions
This Impact Accelerator in its entirety or portions of the Impact Accelerator activities may not be available to customers in certain restricted environments, to self-hosted customers, or to managed service providers with domain separated instances.
ServiceNow is not responsible for implementing recommendations on Customer’s sub-production or production instances.