---
sourceDocument: Brazil IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Explore

# Exploring Walk-up Experience {#ariaid-title1}

Release version: Brazil  
Updated September 10, 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 and manage on-site support channels where users can receive real-time assistance---either in person or remotely---from experienced agents.
It is designed to enhance agent productivity and provide efficient, immediate resolution of IT-related issues such as device requests, account unlocking, or software setup.
Commonly, this service center may be branded as a Tech Lounge, Service Center, or Genius Bar.
Show full answer Show less  

## How It Works

The Walk-up Experience supports a collaborative workflow among administrators, agents, and employees:

* **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 through dashboards.
* **Agents** manage queues, interactions, appointments, and assigned resources like locations, stockrooms, and assets to resolve employee IT issues effectively.
* **Employees** can schedule appointments---either in-person or remote---and check queue wait times via mobile devices. They may also visit kiosks for quick support.

## Benefits for ServiceNow Customers

* **Employees/Requesters:** Ability to schedule single or multiple appointments via the Employee Center and access IT support in real time or at a convenient future time using Now Mobile.
* **Agents:** Centralized workspace to organize and manage walk-up queues, interactions, and stockrooms, enabling streamlined fulfillment of requests.
* **Administrators/Managers:** Access to detailed dashboards to monitor trends, capture performance statistics, and optimize walk-up service operations.

Overall, Walk-up Experience empowers organizations to deliver timely, efficient IT support that enhances user satisfaction and operational efficiency through structured scheduling, resource management, and performance insights.  
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/fzHUNbzS5XBkkYRycZ04ug "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.").
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## 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/lLKBFAmJmesZaPCR1fqnPQ "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/3oNAbclgRr1cvbiPawPCAw "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 interaction](https://www.servicenow.com/docs/NOFnu~psnWD8jFnh~EI7zw "Walk-up Experience managers and agents can efficiently 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/fzHUNbzS5XBkkYRycZ04ug "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 |
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