With the right tools, you can create a customer-focused IT service request management process. That means streamlined workflows, automated approvals, and a convenient self-service portal.
Managing requests through email threads, spreadsheets, or disparate tools can waste resources and cause delays. But by centralizing your processes and automating them, you can increase productivity, strengthen your support team, and keep customers happy.
ServiceNow is a cloud-based platform that connects every department–human resources, finance, marketing, facilities, legal and IT–to one shared online database. It provides a user-friendly and consumer-like experience that helps employees find information and automate tasks as digital workflows.
Streamlined workflows can help eliminate delays and reduce errors while enabling your employees to work more productively. Moreover, it helps them meet customer expectations and increase satisfaction levels.
Service Request Management is a powerful and flexible workflow solution that can help you streamline your incident resolution process. It can automatically route requests and incidents to the appropriate team members, saving time and reducing the cost of resolving issues. You can also use automated notifications to keep customers informed of the status of their requests and incidents.
ServiceNow service request management helps your business streamline and optimize your internal processes to provide the best customer experience. The app provides users with easy-to-use tools that help them submit requests, get them approved, and track their status.
The app also offers automatic approvals, based on predetermined rules that are specific to the business and a user’s role or department. This saves time and ensures that the right person receives a request.
Once a request is submitted, it is assigned to a service agent. The agent then works with the tenant to fulfill their request or forward it to someone who can.
After a request is resolved, the agent closes out the ticket and consults the tenant to make sure they are satisfied with the outcome. This builds trust with the tenant and the organization as a whole.
ServiceNow service request management also includes clear, employee-friendly service catalogs that can help manage employee expectations and align them with organizational priorities. This empowers your business and employees to manage ongoing requests while coordinating them with finance, marketing, IT, and other functional departments throughout the enterprise.
Convenient self-service portals
Customers and employees can quickly and conveniently access the services and resources they need through a ServiceNow self-service portal. Designed with mobile usability in mind, these portals are accessible online anytime, anywhere.
For example, if an employee needs to request parental leave, they can navigate to a topic page that provides them with articles about eligibility criteria for paid parental leave and links to the appropriate leave request form. They can also search in various repositories for relevant documents, without leaving the portal.
Moreover, these portals provide users with a place to view and update their accounts, submit cases, interact within communities and search the knowledge base. They can even submit common requests from a catalog of support options, and automate processes using a powerful graphical workflow engine.
Modern service portals don’t just offer a quick and easy solution for an immediate issue; they teach people new skills to help them find answers on their own. They also ensure that the information provided to consumers is current and reliable.
Streamlining your service request management process helps you deliver the best customer experiences. This also improves productivity and satisfaction levels.
Fortunately, ServiceNow has you covered with AI-powered insights. It delivers a holistic view of your services and infrastructure, enabling you to eliminate bottlenecks and increase operational efficiency.
For example, you can quickly and easily find out how many tickets you have and how many are logged at each time of day. This will help you prioritize which ones to take care of first.
In addition to this, ServiceNow offers AI recommendations for resolving issues. These suggestions are based on context, which makes them more helpful and can also speed up resolution.
Moreover, you can use AI-powered tools to provide employees with convenient self-service portals on their devices. This allows them to ask questions, get help, and make requests across departments from a single app.