5 Lessons I Learned From Servicenow

With the increasing budgets for IT service and overall IT budget year over year, It is clear that the businesses are giving priority for service management and automation. If we observe recent years, ServiceNow has grown and leading in this space of ITSM. In this blog I would like to cover what the 5 lessons I learnt about servicenow and how it is useful for a business to consider.

Customer Service:

Reports from survey saying that customers value their time more than any other parameters. So it is important to provide online self service options, so the customers can solve their problems and save time as well. This is one important trend of servicenow. Hence the customer wait is ended for a phone call and agent life become simpler and they are now your brand ambassadors.

Predictive Modelling:

Automation tools and processes gives lot data of employee onboard from acquisition to till employment date, resources availability and costing. With this patterns and data an organisation can predict what is demand side and supply side for any point of time. It will help save lot of cost by utilising resources at most of the times through prediction. Servicenow has improved a lot on this AI and machine learning tech usage.

ServiceNow Agent Workspace

ServiceNow has developed a new interface called as agent workflow, this help agents and technical leaders with the resolution using the single interface. Now the agents doesn’t not need chat bots or other different tools to problem solving of the issues. The single agent workspace interface has ability to provide answers to the current issues. Also it has great search capability to find all the information related to the issue and its history of previous conversations with agents and documents attached as well. Agent assist is another feature with great user experience to help agents automate their tasks. First this agent workspace will be deployed into service management (ITSM) and then customer service management and gradually to other modules of servicenow operations (ITOM) etc.

Virtual Agents: A Rich Conversational Interface:

Using virtual agents and chatbots the number of service requests reduced from 15% to 20% as per servicenow study without human interventions. Most common requests like password resets and systems requests can be handled by chatbots on mobile device itself, no human required. But with servicenow virtual agents are not like simple chatbot features, they are more like introducing natural language processing (nlp) tech into it and also access to servicenow objects and help desk stuff. They call it as rich conversational interface which will handle most of the requests in automate mode than agents working on it. Recently servicenow bought an AI and machine learning workforce startup as well for adding this type of nlp capabilities.

Enterprise Devops:

Any software development project required planning, building, testing and deploying the code, ServiceNow has more than 1000 developers working for enterprise devops, they work on everyday 80 builds and which go through more than 80000 tests to make sure quality of the delivery. Servicenow already working integration with Atlassian Jira, Jenkins and team communications with slack. As devops culture is rapidly growing, servicenow will be offering enterprise devops for their clients to win on continuous delivery and continuous integrations.


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