ServiceNow Service Request Management

ServiceNow offers a number of tools for managing service requests, allowing IT departments to focus on key areas such as customer support. It also allows teams to configure workflows that fit their needs.

The service request management process involves a variety of steps, including submitting a request and tracking its progress. Getting it right ensures that IT teams can stay focused on what’s important and promote a better customer experience.

Streamlined workflows

A key part of any service management implementation, workflows allow you to automate tasks and sequence them accordingly. This can help you save time and improve efficiency.

Workflows also make it easy for employees to access information they need to complete their tasks. This allows you to reduce the time it takes for employees to provide accurate and complete responses to requests.

ServiceNow offers a range of tools that can streamline service request processes. These include automated approvals, self-service capabilities, and artificial intelligence.

Streamlined workflows are important for ITSM and can improve organizational performance, customer satisfaction, and employee engagement. However, it is essential to properly assess and implement workflows to ensure they are working as intended.

The first step in streamlining your workflows is to identify your company’s needs and requirements. This will help you identify which parts of your service management need improvement and develop a strategy for using ServiceNow.

Automated approvals

Service requests can be pre-approved as part of a company’s service request catalog, cutting down on the time and expense required to fulfill them. Whether you’re requesting access to a printer or asking for a password reset, these simple requests can be automated, saving your organization time and money.

As part of the service request management process, staff members can assign tasks to themselves or others to complete. As these tasks are completed, they advance the status of the request, allowing users to see what steps they have taken and how close they are to fulfilling their task.

For example, if an employee submits a request to be added to their primary group in ServiceNow, the requester’s manager will mark the task ‘Closed Complete’, which triggers an email to the group manager letting them know that their request has been approved. If the group manager chooses not to approve the request, the staff member can select ‘Close Incomplete’ and enter their cancellation reason.

Self-service capabilities

The self-service capabilities available in ServiceNow Service Request Management are designed to enable employees and customers to resolve their issues and questions themselves. They can do this through knowledge articles, community forums, and service catalogs, and with the Virtual Agent application.

The platform also offers a service portal, which can be used to create interactive websites and portals that provide access to different services. It is a great way to simplify the customer experience and increase customer satisfaction.

Creating a one-stop shop for employee requests is an effective strategy for streamlining processes and reducing costs. It can cut out unnecessary go-betweens and bring employees and fulfillment closer together.

ServiceNow Service Request Management provides a variety of self-service capabilities that can help companies address any type of request, from password resets to new hire onboarding. This enables businesses to meet their customers where they are and empowers employees to find the answers they need, anytime, from any device.

Artificial intelligence

With automation, organizations can reduce employee workloads and improve service quality. These processes can also be accelerated, making them more responsive to customer requests.

Automated intelligence, such as Virtual Agent, can flag similar requests across a cluster and classify tasks and incidents at scale to help agents resolve issues faster. Moreover, it can detect patterns using machine learning to identify and triage critical incidents, quickly.

Artificial intelligence is transforming the world of ITSM, improving enterprise productivity and innovation. Its capabilities, like context-based recommendations, improved correlation, anomaly detection, root cause analysis and more, help IT resolve issues faster and increase satisfaction.

The digital workflow company ServiceNow recently introduced the new “Orlando” release of its Now Platform, which features Now Intelligence. Now Intelligence combines automation and AI to boost employee productivity and efficiency.