Walk Up Experience Challenge All of us have at some point, felt the need to walk up to an IT specialist to resolve an urgent IT issue or get a pressing IT question answered. Even while ServiceNow customers resolve many issues through self-service or through raising a ticket, there are many instances when a face-to-face interaction with the specialist is the fastest and the most comforting path to issue resolution. Organizations need a simple way to manage face-to-face IT support requests. Support needs to be offered in real time and everyone in the company – from the CEO to visiting business guests – should be able to get the IT support needed. Solution With the ServiceNow® Walk-up Experience application you can create and manage an onsite IT walk-up venue where requests and issues are fulfilled and solved by experienced IT technicians in person and in real time. You can configure Walk-up Experience to serve all users in your organization by using an inclusive branding, such as Tech Lounge, Service Center, Genius Bar, and more. Walk Up Experience is available on Agent Workspace. Employees get immediate service with in-person support and expert guidance for all their IT service needs. Employees can check-in at the service desk lounge or online via the mobile app to avoid queues. Real-time inventory data allows technicians to deliver faster, more predictable service. And IT service managers can use dashboards for insights into average wait times, service times, and CSAT scores to guide staffing and other business decisions Overview Walk-up Experience enables your IT organization to set up a contact channel to enable face-to-face IT support. The main purpose of walk-up experience is to support and resolve the more common, everyday routine IT service desk functions, such as a request for a new keyboard or help installing software, immediately and with the comfort of a human specialist. Benefits Fast, in-person guidance Provide a transparent and efficient support experience with human interaction. Have the comfort of an expert helping you face- to-face Save time, check-in anywhere Avoid waiting in a queue and check-in before going on- site. Schedule appointments and get reminders using online service portal, on-site tablet, or mobile app Manage demand better Inventory data allows technicians to manage real- time visibility into demand and deliver fast, predictable service to employees The ServiceNow Difference Insightful dashboards facilitate staffing decisions for walk-up support Employees check in to walk-up experience in person, or check in via mobile to avoid any wait time. The most powerful born-in-the- cloud, ITSM platform in the world Avoid wai)ng and save )me by booking appointments ahead of )me. Mobile-friendly experiences Automatically identify the nearest walk-up location, book appointment, and check-in from anywhere. Queue position and service estimate On-site queue information shows user position in the queue and estimated service time. Outage information may also be displayed, when available Customer satisfaction survey Monitor your customers’ experiences with a built-in, one-question survey to get feedback after they’ve been served. Integration with Calendar Integration with third-party calendaring tools, allows users who book an appointment to easily track their scheduled service with a calendar event Integrated dashboards IT service managers can gain insight into wait and service times, and CSAT data to guide staffing and other business decisions. Appointment scheduling Avoid the time lost waiting in a traditional queue and schedule ahead of time. Book appointments, get reminders, and reschedule or cancel appointments via online or Now Mobile app. Incident Deflection Users are automatically presented with possible solution via knowledge base articles when the reason for support is entered—providing the user with a chance to self-resolve before entering the queue Inventory data and stockroom integration Integrations with stock room and inventory data provide real-time visibility into current asset information, allowing technicians to deliver up-to-date information for the users they service Seamless creation of incidents and requests Easily convert a walk-up appointment into an incident or request record without having to reenter relevant information. Seamless creation of Walk-up appointment Easily generate a Walk-Up experience session from an existing incident record. Push and email notifications Prevent productivity loss caused by unnecessary waiting. Push and email alerts inform customers when it’s almost their turn. Remote sessions Use collaboration tools such as Microsoft Teams to set up a virtual session with the IT technician to resolve the employee issue © 2022 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. SN-DataSheet-WalkUpExperience-032022 servicenow.com Features