2017 was a breakthrough year in technology in many ways, with Apple animating our emojis, Tesla releasing the first affordable luxury electric car, and Microsoft introducing their Quantum Development Kit.
Because of these incredible technological leaps, people are expecting smarter technology that understands them, can anticipate their needs, and has a user-friendly interface. And these expectations are bleeding into the corporate ecosystem. Business leaders and end-users alike expect their technology stack to be smarter and more efficient, readily integrate with other software, and work the way they need it to.
At the rapid pace that technology changes, it can be difficult to stay ahead of the curve, and this rings true for your ServiceNow instance as well. So how can you stay ahead of the game and be ready to fully leverage Kingston when you roll it out at your organization?
We pulled together our list of the top 5 things not to miss.
Artificial Intelligence (AI) and Machine Learning technologies have been infiltrating the way we go about our daily lives. Because the transition to AI powered technology has been so subtle, we as a culture have shifted our expectations in how technology can and should behave in the world.
That goes for your end-users’ expectations of the workplace, too. They expect business processes – especially their help desks – to be a well-oiled machine with accurate categorization and escalation of incidents. They get frustrated when there are unnecessary delays caused in error and can easily forget that there’s another human at the other end of the ticket.
With Agent Intelligence, this problem will no longer be an issue. Agent Intelligence allows organizations to automatically categorize and assign tickets, which decreases error rates and provides faster resolution times. It uses predictive models that learn from your incident history so your ServiceNow instance can take that work off your agents’ plate, letting them focus on resolving incidents.
Many companies use free form fields when collecting incident data or in surveys to gather feedback on how their help desk is performing. While it’s important to be able to gather this data, it’s difficult if not downright impossible to derive insightful conclusions without scouring and interpreting every submission.
With text analytics, your Now Platform can provide tools to analyze these freeform text boxes. This could be especially impactful for organizations looking to expand upon or improve their customer experience processes. Text analytics can provide an early warning of customer issues, notices of fraudulent activity, or aggregate ideas that are spread throughout your omnichannel presence.
Major Incident Management
Wouldn’t it be great if you could see all of your major incidents in one place instead of looking through all your ServiceNow modules?
With the release of Kingston comes the Major Incident Workbench. This extends the functionality you’re already familiar with in the Incident Management module, so your incident managers can see all aspects of a major incident on a single pane.
But this workbench doesn’t stop with your incident managers. You can collaborate with communication managers and resolver groups in this central hub to gather information and provide actionable next steps to resolve these major incidents.
Low or No Code Workflows
Flow Designer lets you and your end-users use natural language to automate approvals, tasks, notifications, and record operations without having to write a single line of code. The Flow Designer comes prepackaged with a modest collection of flows ready to use out of the gate, and since it’s designed to be crowd sourced, that library will continue to grow.
While Kingston has a collection of flows for most of the ServiceNow applications and some generic building blocks that allow you to create your own, users aren’t limited to enabling these in ServiceNow alone. The Flow Designer will integrate with external instances and third party applications through the ServiceNow IntegrationHub (see below). There are currently out of box Flow Designer integrations for Microsoft Teams and Slack.
One of the best parts of the Flow Designer is that it configures your platform instead of customizing it. This means your flows won’t break at the next upgrade causing you time and money to fix them. These upgrade safe workflows will be able to completely replace the use of custom script in your instance.
In conjunction with the Flow Designer, the IntegrationHub will enable you to connect with third party APIs based on specific events and triggers within your Now Platform. You can build these custom integrations with the Action Designer using a REST web service request step or a Script step.
The Integration Hub will let your team create additional automation by enabling subject matter experts to develop and share integrations with flow designers. These are also based on natural language so there isn’t a need to write a script!
While there is quite a bit of new and enhanced functionality available in Kingston, these were the 5 that we found to be most impactful on the way businesses will operate. For a full breakdown of everything the new ServiceNow release has in store, read our blog post: Everything New in ServiceNow Kingston
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