Jumpstart Your Issue Auto Resolution

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Jumpstart Your Issue Auto Resolution

    The Jumpstart Your Issue Auto Resolution (IAR) Accelerator is designed for Impact customers to explore the capabilities of Issue Auto Resolution within the ServiceNow platform. This program aims to deflect high-volume, non-critical tasks, enhancing self-service and automation features. It offers an introduction to IAR, specific use cases, configuration details, and essential resources for getting started.

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    Key Features

    • Session Preparation: Provisioning a temporary instance and activating IAR.
    • Customer Coaching Session #1: A 90-minute session covering:
      • Benefits and impact of IAR.
      • Demonstrations on reducing incident volume and improving self-service.
      • Analytics Dashboard for performance monitoring.
      • Best practices for maintenance.
    • Customer Coaching Session #2: An optional 60-minute Q&A session focused on IAR.
    • Access: 30 days of access to the temporary instance.

    Key Outcomes

    Participants will gain insights into lowering incident and case volumes, improving self-service, reducing Mean-Time-To-Resolution (MTTR), and increasing Virtual Agent adoption. The program also emphasizes the roles required for successful implementation, including a Platform Owner, System Administrator, and recommended roles such as Virtual Agent Owner and Service Desk Manager.

    Note that certain restrictions may apply regarding availability for specific environments or customer types. ServiceNow does not implement recommendations on production instances.

    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.

    Note:
    This Accelerator is available for Impact Guided, Advanced, and Total packages.

    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, except for their internal  use.

    ServiceNow is not responsible for implementing recommendations on Customer’s sub-production or production instances.