Breaking News: 3.00 pm Wednesday, September 5th 2018.
As ServiceNow prepared for the release of its latest update, London, it was abundantly clear that the platform is moving simultaneously in two directions – deeper and broader — as expressed in its latest themes: “Intelligence for Everyday Use,” referring to its growing investments in AI and machine learning; and “Better Experiences,” reflecting its growth beyond ITSM into CSM, HR and more.
And now the time is upon us, ServiceNow’s London has been officially released.
Although there are many incremental improvements to the platform, we believe there are four particular developments that especially merit our clients’ attention in the new London release:
- Advanced “Virtual Agent” capabilities
- New “Walk-Up” experience
- New UI for Security Incidence Response
- New “Major Issue Management” protocols for CSM
We’ve said it time and time again (about every six months in fact), but each and every ServiceNow upgrade brings us more expansion across the ServiceNow platform, and London’s 2018 launch is certainly no exception. Deep and broader means advances across the entire ServiceNow Platform, CSM, HR Service Delivery, ITOM, ITBM, Performance Analytics, Security Operations, GRC, and, of course, IT Service Management (including Software Asset Management).
Without further ado, let’s dive right into what we’ve seen after weeks of pre-testing London.
Virtual Agent for “Real” Conversations
If you’re familiar with conversational chatbots, you may recognize that while the underlying principle is easy to understand, effective use of the tool can be hard to implement.
ServiceNow London’s new Virtual Agent capability, intended for ITSM, CSM, and HR, simplifies implementation with pre-built templates. Available with an additional charge, Virtual Agent leverages ServiceNow’s experience with current customers to include appropriate, pre-scripted responses to the most common service inquiries, making conversational chatbots much easier to enable. Clients can, of course, make alterations to these templates and/or build their own.
Virtual Agent will help ServiceNow clients improve customer satisfaction now while preparing the platform for greater “agent intelligence” in the near future.
New Walk-Up Experience
Free with any ITSM license, the Walk-Up Experience enables your IT organization to set up a contact channel to support both online check-in and onsite check-in to a pre-established walk-up service center. This facilitates one-on-one, in-person support where employees can get help, answers and support from IT.
Created for anyone who would prefer to meet face-to-face with an IT technician, the Walk-Up Experience allows users to access the application online to check into the queue virtually and see how many other requesters are in the line before they decide whether or not to join the wait. Guests can also check into a queue at the physical walk-up location and watch queue activities on a monitor that displays the requestors in the queue, their respective order, and the list of users currently receiving assistance.
As an enabler of live support, the Walk-Up Experience is particularly useful for staff who do not ordinarily work on or have access to computers. Employees gain a more satisfying help desk experience, while the back-end technology helps employers better manage resource availability and staffing. Allowing employees to access IT services in real time with a walk-up service location gets team members back to work faster, saving time and increasing productivity.
Dive deeper into the London release, download the entire release bulletin here. Don’t miss out on exploring the new UI of SecOps, CSM protocols, and more!