This Success Playbook will help you create an iterative process to design an optimal experience for your service desk staff, customer service agents, and support representatives who rely on ServiceNow® to execute and manage fulfillment processes, tasks, records, and reports. It provides best practices for:
The most important things to know
Great end-to-end experience goes beyond configuring a fancy, new user interface (UI) and depends on three key factors:
Not all experience pain points are due to design issues. Work closely with process owners to remove process inefficiencies and bottlenecks. Don’t try to resolve them with design changes.
The payoff of getting this right
With an effective agent and rep experience, organizations can avoid rework, optimize handoffs between teams, and improve productivity. Service agents and reps are less likely to adopt or promote user adoption if ServiceNow products and applications aren’t effectively configured based on their needs and preferences. Having an optimal design will not only help you scale ServiceNow across your organization, but it will also reduce the time it takes to onboard process users and increase their satisfaction..
Step 1: Evaluate the current process user experience
Step 2: Identify opportunities to improve the process user experience
Step 3: Configure ServiceNow for an optimal process user experience
Step 4: Help process users adopt and use the platform effectively
Step 5: Help process users adopt and use the platform effectively
Our Success Navigator will assess where you are in your implementation and guide you, step by step, from vision to value.