ServiceNow releases a new version of the Now Platform twice a year. These releases are focused around 2 key concepts: intelligence for everyday work and better experiences. And ServiceNow London absolutely delivers on both. While there is quite a bit of great new functionality available, I’ve pulled a list of the 4 things I’m most excited about in London.
Welcome to ServiceNow London
1. Virtual Agent
The Virtual Agent is a chatbot native to ServiceNow London. It simulates the kinds of conversations a requestor would have with a live agent, and follows dynamic steps and actions based on what the requestor types.
This feature takes Agent Intelligence to the next level. Where Agent Intelligence allowed for automatic categorization, prioritization, and assignment of cases, Virtual Agent will actually be able to resolve common requests and tasks before they even get to your service desk agents.
This brings many benefits to both your agents and your end-users. Agents don’t want to spend their time working on routine tasks like password resets and sharing outage information. These can easily be completed through self-service support, and that can actually provide a quicker turnaround time anyways.
Moving these kinds of repetitive tasks into a chat bot enables you to elevate your agents to work on more challenging projects. When your agents get to work on more stimulating tasks that require a human to complete, they tend to be more fulfilled in their role. And when your agents are happier, they provide better service which makes interactions with your IT help desk a better experience for everyone.
Virtual Agent will ship with prebuilt conversations you can use out of the box, and you’ll be able to create your own custom conversations using their drag and drop interface. Conversations available out of the box include:
Though Virtual Agent is native to ServiceNow London, it will also work in 3rd party applications that have an integration with ServiceNow, like Slack or Microsoft Teams.
2. Walk-Up Experience
As the name suggests, Walk-Up Experience allows you to support impromptu in-person requests from end users, while enabling your agents to quickly and easily log the information from that interaction into ITSM. End-users can either schedule a time through the portal, or simply walk up to one of your agents for help when they need it.
This is a vast departure from traditional ITIL best practices which have advised against allowing walk-ups. That’s because, prior to ServiceNow London, it was difficult to document and track those experiences your ITSM platform and made it too easy for people to bypass the ITIL processes you would have in place.
But often that’s how end-users prefer to operate. According to ServiceNow’s research presented in their Partner Training for London, walk-up interactions provide the highest levels of end-user satisfaction – up to 50% higher than other methods. So rather than fight walk-ups, you can enable them while keeping a formalized process and integrating it with ITSM. Walk-Up Experience is included in all ITSM subscriptions.
3. CSM Major Issue Management
When a major incident occurs, your contact center will be flooded with calls and emails from impacted customers. But instead of requiring your analysts to update each individual case with the same information for the notes, statuses, workarounds, and resolution codes, Major Incident Management in the Customer Service Management Module gives you a powerful, centralized way to handle and resolve major incidents at your organization.
With ServiceNow London, you can create a “major” or “parent” issue as a proxy. It doesn’t need to be assigned to a contact or account, but it can be created from existing issues or cases. You can then identify your impacted customers with a “recipients list” which can be created in ServiceNow or uploaded from an offline source.
Once your recipients list is defined, child cases are automatically created for each impacted customer based on the parent issue. This allows you to stay ahead of the issue and proactively notify customers of the outage. Plus, the data between parent and child cases sync, so if a comment is added to the parent or the case gets resolved, it automatically updates all child cases as well.
Not only does this automation eliminate the substantial redundant work and risk of human error associated with modifying each and every case individually, it also allows you to more quickly communicate updates and resolution data with your customers.
4. Continual Improvement Management
The principle of continual improvement is near and dear to Virteva’s heart, metaphorically speaking. So I’m more than excited that ServiceNow has a dedicated Continual Improvement Management (CIM) application. The goal of this is to help companies identify opportunities for improvement, measure their progress, and track the improvements they make over time.
CIM provides a new dashboard to help IT organizations plan, monitor, and measure IT improvement opportunities. Instead of just relying on employees to submit suggestions for process improvements, you can leverage data from the applications you’re already using like surveys, assessments, KPI data, benchmarks, or performance analytics.
For example, if you see that your average time to resolution is too high compared to ServiceNow Benchmark data, you can assign it to the CIM application, set a target goal, and begin to track your progress on improving those numbers.
Once your improvement request has been approved by your Approver group, you can start taking action on that project. You can design the phases and tasks within each phase that need to be completed and begin delegating them to the appropriate people. You can even create a backlog of lower priority improvement items.
As you complete these projects, you can run an outcomes analysis report to determine how well these improvements are benefitting your organization.
That’s not all folks!
These 4 things are just a handful of the outstanding new features ServiceNow just released with London. For more information on what’s all been added or updated, take a look at the ServiceNow London Release Notes.
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