Improve self-service with ServiceNow

What's in this Success Playbook

This Success Playbook will help you build smart, effective approaches to the design, implementation, and maintenance of your self-service channels. You’ll learn how to:

  • Target the right opportunities for self-service improvement
  • Design an effortless self-service experience
  • Make self-service success an organizational priority
  • Build momentum for self-service adoption    

Key takeaways

The most important things to know

  • Make the self-service user experience effortless. Focus on a small number of key interactions in the user journey where user experience is won or lost.
  • Prioritize self-service improvement and maintenance. Define measurable goals for self-service, and make it a priority for your service teams.
  • Nudge users to adopt self-service. Help users overcome change inertia through a variety of tactics, from branding to the use of key influencers.

The payoff of getting this right

A typical self-service interaction can be 98% less expensive than a phone- or email-based interaction—meaning that your organization can save millions of dollars by moving more support requests to self-service.

Steps covered

Step 1: Assess your opportunities for self-service improvement

  • Create a small set of metrics to objectively define your self-service goals.
  • Use interviews to find the pain points in your service consumers’ key interactions with request fulfillment.
  • Visually analyze potential self-service use cases based on their value to the business and to the service consumer, complexity, and cost of setting informed priorities.

Step 2: Design for an effortless self-service experience    

  • Focus on making self-service effortless instead of on consumer delight.
  • Take a mobile-first approach when designing the user interface.
  • Build in advanced search capabilities to help users find what they need faster.
  • Use in-context personalization to highlight relevant needs.

Step 3: Make improving self-service an organizational priority

  • Make self-service and organizational priority by clarifying how employees will drive self-service success and aligning their performance incentives with self-service goals.
  • Create knowledge management practices so everyone can easily solicit, share, modify, and consume knowledge.

Step 4: Build momentum for self-service adoption    

  • Build momentum for self-service adoption with pull marketing techniques, including targeted branding, referrals, and peer-to-peer coaching. 
  • Highlight the immediate benefits consumers get from using self-service.
What you need to get started
What you need to get started
An understanding of your current self-service offerings and adoption rates
When you should start this activity
When you should start this activity
Effective self-service can provide a substantial quick win against the right use cases (like password resets). Start looking for opportunities as you implement employee- and customer-facing capabilities (like request management).
What else you should read

Related resources

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// Commenting on 02/23/2020 // To fix the slow page load on prod //Check with Zan and Alex later to see if we can add through Launch // Commenting on 02/23/2020 // To fix the slow page load on prod //Check with Zan and Alex later to see if we can add through Launch