Why this is important

If you have service desk staff, customer service agents, and support representatives who rely on ServiceNow to execute and manage fulfillment processes, tasks, records, and reports, you can create an iterative process with an optimal experience for them. Learn what you need to improve your experience design, work with process owners to resolve process inefficiencies and configure relevant ServiceNow capabilities, and resolve adoption issues.

Steps covered

1. Evaluate the current process user experience
2. Identify opportunities to improve the process user experience
3. Configure ServiceNow for an optimal process user experience
4. Help process users adopt and use the platform effectively
5. Continuously improve the Process User experience

Key takeaways

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:

1. Designing—or redesigning—processes with users in mind
2. Building or implementing relevant ServiceNow capabilities (including ServiceNow products, applications, and features)
3. Ensuring the UI meets the organization’s and users’ needs

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.