In modern society, technology has become a driver of convenience. Apps have nearly eliminated the need for paper maps, alarm clocks, and radios; common products that were in the hands of practically everyone a decade or two ago. Since its founding in 2003, ServiceNow has aligned its business model with this massive movement towards convenience and efficiency, especially with its release of ServiceNow London. Through a streamlined employee service portal, London fuses together cloud-based AI and on-demand knowledge. The features of ServiceNow London are clarified below:

Agile Development 2.0 – Unified Backlog

Prior to London, users navigated through various locations to check information, such as issues, incident tasks, and defects, resulting in a misuse of the users’ time. Bypassing inefficiency, ServiceNow London differentiates itself from previous ServiceNow versions through its Unified Backlog application. The application displays a consolidated location for viewing stories, saving you valuable time. London enables you to prioritize and sequence different tasks to one location. Thus, sparing time wasted in translating records into stories by removing overhead.

Users can set up a Triage board to view records of a specific criteria. For example, separate Triage boards can be created for defects versus incidents.  

Task Communications Management (TCM)

Task Communications Management (TCM) streamlines processes by enabling you to predefine a communication plan to organize events, such as major incident, planned maintenance, and release.  

Key components of TCM include:

  • Communication Plan
  • Communication Task
  • Communication Contact
  • Communication Channel

Continual Improvement Management

The ServiceNow Continual Improvement Management (CIM) tool promotes service efficiency through the automation of processes, such as requesting improvement opportunities, implementations to reach performance goals, tracking progress, and measuring success. The application merges the people, processes, and data needed to meet overall business goals.

CIM allows any application or employee to submit improvement ideas which are then prioritized and ranked by a workbench.

Interaction Management

Users can request assistance through “interactions” and are routed to queues for assignment or to agents who can then respond accordingly. Interactions tie together all communications into a single location and can take the form of a call, chat, mobile app, voice assistance, and portal providing you with flexible means of usage.

Scaled Agile Framework (SAFe)

ServiceNow Scaled Agile Framework (SAFe) helps you to integrate lean and agile principles into organizational processes that empower you to develop and deliver software products with improved governance capabilities. The application allows organizations to collaborate and streamline the planning and overseeing of various business functions as well as displaying a high-level perspective of business activities.

How SAFe assists your organization to deliver exceptional software more efficiently:

ITSM Virtual Agent

ITSM Virtual Agent provides efficiency by routing the less complicated and more common IT requests and incidents to a virtual agent chatbot. For example, ordering an item, resetting passwords, opening IT tickets, process approval, search knowledge base, checking IT ticket status, system status, creating change request, updating assigned tasks, and my assigned equipment can all be fulfilled through an AI agent.

Test Management 2.0

Test Management 2.0 streamlines test methods for managers and testers reducing the inefficiency of the testing process.

The application is available in two versions:

  • Test Management – for previous users of test management from prior releases
  • Test Management 2.0 – geared toward new users

Compared to its predecessor, Test Management, Test Management 2.0 is more advanced. The framework of Test Management 2.0 defaults with Agile Development 2.0 supporting test plan restructures as needed. New features of Test Management 2.0 include: Test Version, Test Plan creation, Test Runs, and Agile Development Capabilities.

Virtual Agent

Virtual Agent is a conversational chatbot where you can build automated agents and design bot conversations that align with your organization’s needs. You can switch to a 24/7 live agent as needed to obtain information and receive assistance.  

The components of Virtual Agent are the following:

  • Virtual Agent Conversational (Client) Interface
  • Virtual Agent Designer
  • Live Agent Support

The primary benefit of the ServiceNow Virtual Agent is the convenience of receiving assistance for common requests and tasks at any time. Virtual agents can aid in answering FAQs, providing tutorials, querying or updating records, gathering data for the live agent, performing diagnostics, and resolving multi-step problems. Additionally, virtual agents can apply and recall user information.

Walk-up Experience

ServiceNow Walk-up Experience enables you to develop an onsite IT walk-up location where IT teams can solve issues in person. It eliminates any complex procedures and helps all parties use their time effectively.

Features of the application include:

  • Domain separation
  • Requester experience
  • Customization and configuration
  • Fulfiller experience
  • Stockroom and inventory management
  • Dashboard and reporting

To learn more about how ServiceNow London will impact your company, speak with an expert today, contact us here

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