IT Service Desk
In ServiceNow, employees are provided with a self-service portal where they can avail IT Services by messaging the concerned department staff. ServiceNow was able to bring the ease of use of social media apps to the ITSM sector which was still lagging behind with legacy systems.
With ConnectChat, the staff can reply in real time. This can be seen as an improvement over the traditional mailing system where messages had to be sent back and forth. This supports the sharing of files across departments. An employee can attach incident files as part of the conversation enabling technicians who can then directly look up the incident records and service the request. If a user is unsure which technician is on duty he can create a group with all technicians as members. Visual taskboards allow you to assign tasks to different departments with just a drag and drop gesture.
Resolving Security Threats
In spite of having a sophisticated security management mechanism in place for threat detection, when there is a security breach, most companies face an uphill task of resolving the problem.
ServiceNow uses structured workflows which helps prioritize risks based on their severity and their impact on the organization.Threat research would normally take up to 45 minutes using spreadsheets and manual processing.However, automated tools provide this information inside the platform which reduces the time involved to under 20 seconds.
HR Service Delivery
Ever wondered how HR spends most of its time doing repetitive tasks like employee onboarding when they should actually be focusing on strategic tasks instead?
ServiceNow wants to do away with all that manual processing. These tasks span across different departments like IT, Facilities, Legal and Finance. ServiceNow’s single platform can be used to connect HR workflows with all these departments. Decision making is made easy with its tracking and trending tools. HR is now powered with consumer-like customizable forms to deliver satisfactory service to employees.
Customer Service
The need of the hour is to provide uninterrupted quality service yet keeping the cost constraint in mind. ServiceNow is transforming Customer Service into a Team Sport. Unlike CRM(Customer Relationship Management) which is limited to customer engagement, ServiceNow Customer Service Management (CSM) operates by Connecting the right people, systems and workflows.
Customer Service is not limited to just resolving customer tickets. Whenever a customer is facing an issue, we need to find its root cause. This will reduce case(tickets) volume in the long run. ServiceNow comes with Service Mapping which provides cross-functional information to discover the initial point where the error was first noticed.
ServiceNow makes it easy to dispatch across different departments like engineering, field services, legal, etc. Take the example of the coffee maker that’s not working. The field agent is notified of its possible problem even before he starts his conversation with the customer. The customer is notified proactively with real-time notifications ensuring customer satisfaction and resolving issues at lightspeed.
Business Applications
ServiceNow comes with a drag and drop approach which allows you to customize Business Apps without writing a single line of code. For the experienced developer, you will never have to start from scratch again as you can choose from reusable components, workflows and link barriers across departments using information from the cloud.