Fulfiller experience in Simplified IT Service Management

The Simplified IT Service Management fulfiller experience consists of simplified incident and request management with AI recommendations.

Fulfiller experience key features

These are the fulfiller experience key features with Simplified IT Service Management.

• Automatically create an incident or request from a chat.
• Provide incident and chat summaries and suggest next steps.
• Generate recommendations, resolution notes, summaries, and email responses.
• Attach knowledge articles, link similar incidents, and order catalog items.
• Automatically capture conversation summary when a live chat is handed off to a fulfiller.
• Provide a Service Desk Manager dashboard.

Simplified IT Service Management landing page

You can access the Simplified IT Service Management landing page from Service Operations Workspace.

Note:

For users that have the Service Desk Agent [sn_service_desk_agent] role, the Simplified IT Service Management view is shown (even with Advanced and Prime product tiers).

To access advanced flow features, such as with Major Incident Management or the full Service Operations view for each workflow, ensure that the user does not have the sn_service_desk_agent role with itil/admin roles.

The Simplified ITSM landing page contains these main metrics.

• Assigned to you: Incidents, requests, and catalog tasks that are assigned to you.
• Overdue: Incidents, requests, and catalog tasks that are breaching or about to breach.
• Unassigned: Incidents, requests, and catalog tasks that are waiting to be assigned.

Also included are the Incidents, Requests, and Catalog Tasks lists.

• Accept a live chat from a requester
  Automatically create an incident by accepting a live chat or phone call from a requester.
• Generating AI summary and next steps
  You can generate AI summary, key actions taken, proposed next steps, and related search results directly on the incident form to help resolve the incident, and also summarize the incident to gain an overall understanding of the incident details.
• Using the Service Desk Team Dashboard
  Service desk managers can use the Service Desk Team Dashboard to view key performance metrics, including incident and requested item backlog, and team MTTR.