Modernized Digital Services for Today’s Evolving Office: What is Workplace Service Delivery?

Every ServiceNow release provides users with improved functionality, an increase in machine learning and automation capabilities, and other new “hidden treasures” of the platform. Unlike many SaaS companies, the new functionality of upgrades is optional, as ServiceNow does not require upgrades (although they do encourage maintaining the N-1 release to give you the most value from the platform).

That includes keeping up with the most current needs of your IT, Customers, and Employees. Today, businesses are trying to adapt to changing environments where employees need to be supported as they transition back to the workplace. Providing fewer barriers and making things simple is now considered essential.

However, traditional work-life has been filled with frustrating, repetitive, and routine tasks that steal our time. Finding an open desk for a few days at the office, reserving a proper conference room for an all-day team meeting, inviting a customer and ensuring they have parking and a badge, or even letting the workplace team know there is a problem with the coffee machine are common employee workplace challenges.

With the most recent Paris release, ServiceNow debuted its new Workplace Service Delivery (WSD) application. This robust long-term solution focuses on how to provide services to areas of a business that previously were typically managed through email and/or phone calls.

WSD allows employees to holistically request services and or reserve areas of an office based upon their daily needs. Three of the biggest features of Workplace Service Delivery are outlined below with a brief explanation of the key features ServiceNow has built into this new suite.

1. Workplace Reservation Management: The reservation capability is vastly enhanced compared to the functionality in Safe Workplace. ServiceNow has released a complete Self-Service Portal page where employees can not only reserve a workspace but also other items around the company like conference rooms, parking spaces, cars, etc.

The portal and its supporting workflow are built enabling the user to reserve spaces with the corresponding assets or capabilities of that space outlined so the user can filter and quickly reserve the suitable space for their needs. Also, a great feature of the reservation capability is the ability to look at floor maps in order to reserve a workspace ad-hoc or on a continual basis. The November release of WSD enhanced this floor map functionality through a new integration with Mappedin. This integration will be further enhanced in upcoming releases, but it looks promising for an overall better map interaction experience.

2. Workplace Case Management: As mentioned above, there is now a workflow behind the Workplace Service Delivery services that allows requests to be fulfilled regarding the Workplace. Some of these requests are task fulfillment of reservation requests and others are independent requests such as reconfigure and office space, cleaning requests, or just a general Workplace Service Request that can be expanded upon by customers.

Having this framework for WSD Requests baseline is extremely important and allows customers to expand their service offerings without extending other tables and/or customizing the platform.

3. Workplace Visitor Management: In years prior to 2020, when a visitor arrived at your company, the process was very email and phone call driven. Today, COVID-19 restrictions started a lot of scrutinies to this process, prompting a permanent solution within the platform.

Through this application, users can register an employee before arrival and even assign them a parking spot, so they have an overall positive experience visiting your organization. In many of the prior Safe Workplace applications, this was an area that many customers asked about and until later releases were not available or easily configurable. I am glad to see ServiceNow included this as a part of the new WSD suite as it now has a consolidated place to provide tracking and oversight into the visitor management process.

In this day and age, it is important to “meet your customers where they are at” which is something ServiceNow is doing in releasing Workplace Service Delivery. WSD is meeting the current needs of customers and post 2020 will still be a massive value add to the business, not just a short-term investment. We are looking forward to the monthly releases ServiceNow plans to debut in regards to Workplace Service Delivery as it has promised some great new features ahead.

Interested in more Paris features? Check out our Paris release bulletin for a full rundown on the update highlights.