Creating A Workplace With ServiceNow That Supports A Tremendous Work-Life

Employee Experience is important

The employee experience is where it all begins. Business benefits from content employees. Employee contentment and business success are directly related. According to research, contented workers are 20% more productive than unhappy ones. This might be the case since contented workers are often more productive and put in longer hours than dissatisfied ones, and they also take 10 times fewer sick days. 

Shaping the Employee Experience

Workspace services made a crucial influence on how employees feel about their work Each connection is important. A worker’s general happiness or unhappiness, productivity or frustration, is influenced by every facet of their daily lives. ServiceNow discovered that while 83% of employees are passionate about their jobs and employers when they first start, only 63% maintain that enthusiasm, representing a 22% decline in satisfaction. A lot of times, it’s the little things that add up; nearly half of workers say they struggle to get through ordinary situations.

These encounters with the workplace services and systems they require in order to perform their jobs frequently include frustrating interactions. The majority of employees are clueless about what to do when anything goes wrong; many are unsure of who to call about a spill in the cafeteria, how to adjust the temperature in their office, or where to go when the printer breaks down. Reaching out to many people or using multiple systems may be necessary to find the solution or answer they want, which detracts from employee satisfaction and productivity for the company.

What’s needed to do the workplace services well?

The delivery of workplace services can be reimagined by enterprises by walking the halls in the employees’ shoes and prioritizing their requirements. The objective is to improve how workers engage with their workplace, both at work and at home, to make it quicker and simpler for them to complete their work. In order to achieve this, workplace services must be:

Unified

The goal of employees is to complete tasks, not to become mired in minutiae. They only need to know where to go and that everything will function when they arrive, not how much work HR, IT, and Workplace Services must put in to set up a new workplace. The right individuals and departments from HR, IT, Workplace Services, Procurement, and Legal must be connected through processes that can dissolve organizational silos in order to rapidly resolve a problem or finish a task.

Cross-departmental processes guarantee that activities are done, either sequentially or concurrently, and that employees have a smooth experience. The objective is to eliminate obstacles and conceal all back-end complexity so that employees understand they are working together as one.

Easy to use

It may go without saying that workplace services should be easy to use, but this is not easier to accomplish. Employees want a consumer-style experience at work, which will enable them to perform their responsibilities just as quickly as they would at home. In order to ensure that employees can access the resources and services they need, when they need them, it is necessary to integrate consumer-like service capabilities, such as a mobile app, self-service portal, and virtual agent. To help employees complete their tasks and move on, answers to their concerns and assistance with their problems should be accessible.

Real and interactive

Because the workplace is a dynamic environment, workplace services should enable employees to focus their search and accurately reflect what is open and available at any given time. It can be frustrating to reserve a desk only to find someone else using it, or to learn that the colleague you need to meet with relocated to a different building and now the desk you rented is miles away from them. These little annoyances arise frequently when workplace services fail to take into account particular requirements or alter circumstances. Making ensuring workplace services are engaging and current is crucial for this reason.

We already have ServiceNow portals for IT, Workplace Services, and HR. We can give employees access to everything they need in one place by combining these. An employee shouldn’t have to stop and consider where they need to go. They ought to be able to simply ask their question.

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Employee Onboarding In ServiceNow

ServiceNow is known for providing the best services to its employees and customers. It’s a platform that provides you the feasibility to handle all your organization’s operations and services in one place. They help you to organize your streamlining processes.

If you are new here  You must be wondering what is ServiceNow and how it works? If you want to know more about ServiceNow and implementation you can go through these blogs on our page.

 Employee OnBoarding is the crucial step of any organization.

An organization should consider these 3 P Principles.

People, Profit, and Performance are key generators of the Productivity of an organization.

ServiceNow believes in providing the best experience to its employees. So the question here is that why do we need it??

Current Challenges faced during Onboarding of Employees

ServiceNow Employee onboarding and transition are the most responsible and hectic tasks for the Human resource department. In general, if you ask the HR people they will tell you that it is one of the most complex and time-consuming.

tasks. With previous technologies, organizations don’t have a single platform to manage all their operations in one place.

Processes of Onboarding are dependent upon different people which is somehow an issue that needs to be resolved. These issues can generate last-minute problems and can be the reason for less efficiency.

Some Of the Major ServiceNow Employee Onboarding Challenges

• More paperwork is required to collect the data
• More complicated and larger datasheets are involved in the process.
• Dependency on different departments for the onboarding of people.
• And sometimes HR departments use different apps for different purposes to align their processes.

 If You have been in Hr Department then you must be aware of these daily challenges for the onboarding of people. If the Hiring process is confusing based then-new Hires generally start losing interest in the company. It is observed that those employees who get to work on a large number of applications for their onboarding process start losing their enthusiasm for the company.

Almost every organization needs an automated workflow for the organization of all these tasks where employee experience can be improved and decrease overall operational costs. Onboarding steps are the crucial steps for the Employee’s welcome in the organization. The employee should feel Embraced for joining your organization and only you can make sure that they keep working with your organization with their full energy and enthusiasm.

“We should make sure that we Deliver the right experience to our employees anywhere”

Role of ServiceNow In Onboarding Employees Efficiently

ServiceNow plays a major role in Organizational workflows. It is the derivative for smooth functioning and efficient 0nboarding.

ServiceNow provides an Organized, oriented workflow and automates the daily routine tasks. It helps you in completing all your tasks like documentation, cooperation, and repetitive tasks using one single ServiceNow platform.

With ServiceNow Employee Onboarding you can perform effective onboarding and handle the complete employee lifecycle in a single place.

Capabilities and Benefits

Added Automation-Automating the whole process increases productivity. It provides the employees with a platform where they can feel familiar. It helps employees to start their work effectively from the very first day. It saves the time of the management team and that time can be used on other innovations and projects.

Self Service-It enables the employees with advanced features as they can now use the self-service and see all the details and procedures in one place. Generally when new employees join they come up with so many queries and they are just full of curiosity to explore their respective domains. ServiceNow provides them the capabilities to clear their queries directly using this platform instead of being in a queue to talk to an HR person.

Increase Efficiency-Human resources people receive so many queries ServiceNow helps them and align all the employee requests and provide the best talent management services. Reduce the time required for the extraction of the queries.

Transparency– It provides end-to-end visibility to employees and employers. Employers can keep the track of the reports and dashboards for the working of their employees. Specific dashboards are there to represent the ROI of the employees where employers keep the track and employees can also keep track of their tasks like what are the assigned work to them on which date?

The complete dashboard is present for better visibility.

Availability Of Resources– Employers can get access to all the materials and information in one place. Employers ensure that all the required materials and equipment are provided to the employee on the time. It’s their responsibility to approve any request on the portal as per the guidelines of ServiceNow.

ServiceNow HRSD

In many organizations all repetitive HR tasks are done manually,  Here we use the ServiceNow HRSD Application that enables the HR Department to automate the processes and facilitate delivery of services in less time. ServiceNow HRSD improves employee engagement and experiences. It provides all the HR services on a single portal to increase employee productivity and efficiency. Enterprise Onboarding and Transitions are included in the HR Service Delivery.

Conclusion-  ServiceNow provides the most effective onboarding solution. It simplifies all the HR operations and makes all the processes independent. Onboarding in ServiceNow increases the quality of work and experience of employees and eventually, you will see a rise in productivity.

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Deploying ITSM Implementation With Customer Service Management

 

IT Service Management

IT Service Management (ITSM) refers to a group of products that are used to manage and support technical IT services. Technical services are a mix of internal technical services provided to an organization’s workers and commercial technical services provided to the business’s external clients. How about companies start focusing on Customer Service Management with ITSM implementation.

Customer service management

To serve your customers faster and more effectively, ServiceNow Customer Service Management (CSM) goes beyond traditional customer service solutions. By adopting Service Management principles, CSM changes external customer support. CSM refers to a set of goods that can be utilised by an organization’s customer service department to help external customers or stakeholders.

Why ITSM and CSM licenses are required?

Customers who acquire only the CSM licence will be able to use the ITSM implementation products for a limited number of use cases. The accepted use case is to use a Technical Customer Support function to meet customer requests. If the ITSM products are also utilised to meet the demands of employees, the ITSM licence must be purchased.

Combining ITSM and CSM

Both ITSM and CSM products serve distinct purposes, but they are designed to support and enhance each other since they are intended to service organisational activities that are very closely related.

Beginning  with the ITSM Implementation

Internal IT service desks that provide technical support to employees always use ITSM. ITSM has also been used in the past to establish processes that support technical services provided outside of the corporation. To handle their external technical assistance, many customers have relied only on the ITSM suite of solutions. Some of these customers may have used a third-party CRM-based application to manage their customer support activities, and this CRM-based application may have been linked with ServiceNow ITSM. Customers can report incidents and requests directly to the company. In a shared services environment or for MSPs, this is fairly frequent.

When to adopt CSM

Companies who previously used ITSM to provide technical support can now use CSM to provide both customer and technical support to their clients. CSM is required when technical support services have matured to the point that internal IT support and external technical customer support have been organizationally separated and specific teams have been formed, despite the fact that both are technical support functions. In addition to the separation of technical support, the business has now established a customer service role to manage all external customer relationships rather than allowing direct access to the IT service desk. the operation, whereas IT support is not.

Let’s start with CSM

Companies can use CSM to transform their customer service by tracking customers, concerns, products, and entitlements through case management and other associated procedures. Customers might choose to integrate Incident, Problem, Change and Request Management processes later to transform their technical assistance.

When to Introduce ITSM processes?

Once a company’s customer support operations have been optimised, ITSM techniques can be used to optimise the technical support function. All of the ITSM processes are nicely integrated with Case Management to give great customer support because the CSM licence includes Incident Management, Change Management, Problem Management, Request Management, and a CMDB. If a customer sells technical products and services but does not have the service management systems in place to support them, this is the perfect time to implement ITSM. The adoption of dedicated processes for this purpose will improve the customer service process significantly.

ITSM can handle the processes of resolving technical issues, but it lacks the ability to manage client accounts and deliver customised support packages.

Conclusion

By using Service Management practises, customer service firms can evolve. When Case Management is combined with Incident, Problem, Change, and Request Management, service delivery is streamlined, operational efficiency is improved, and customer satisfaction is increased.

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Examine Your Entire IT Infrastructure With ServiceNow Discovery Implementation

 

The IT challenges

Your IT infrastructure is managed using your ServiceNow Configuration Management Database (CMDB). It helps you swiftly identify and resolve outages, decrease the risk of changes, optimize infrastructure expenditure, lower operational costs, and avoid software license compliance penalties by providing a centralized record of your applications and infrastructure on how they’re related. Your CMDB must be accurate and up to date in order to give these benefits. However, if you populate your CMDB using manual methods, you won’t be able to keep up with continual infrastructure upgrades or avoid data input errors. As people lose trust in your CMDB, it becomes increasingly unreliable and may eventually become obsolete. Things are considerably more difficult in dynamic virtualized and cloud systems because changes are now automated. ServiceNow Discovery implementation is required to solve these challenges.

ServiceNow Solution

ServiceNow Discovery Implementation

ServiceNow Discovery makes sure that it discovers your whole IT infrastructure, which creates an accurate and current record in your ServiceNow CMDB. Virtual machines, servers, storage, databases, applications, and other physical and logical components are discovered by ServiceNow Discovery implementation. Application fingerprinting supervised machine learning algorithms that automatically identify new types of apps when they are installed in your network can also be used to discover your customized applications.

Designed to keep up with today’s fast-paced multi-cloud environments

Discovery integrates with notification-driven cloud vendor configuration interfaces like the AWS Config API to enable a real-time view of public and private cloud environments while allowing for planned and on-demand discovery. It also supports Microsoft Azure, Google GCP, and IBM Cloud (both IaaS and PaaS infrastructure) and container and serverless technologies like Kubernetes, Docker, and AWS Lambda. Oracle Cloud is also supported, including IaaS and DBaaS. This includes gathering data from tags. It also detects Hyperconverged Infrastructure from VMware, Citrix, Red Hat OpenShift, and Nutanix, as well as traditional on-premises deployments.

With Service Graph Connectors, reliably consume third-party data

Service Graph Connectors certified connections that allow you to directly feed data from third-party systems into your CMDB are also included in Discovery. Third-party vendors create and validate these connectors under ServiceNow’s strict engineering control and guidelines. In the same manner that Discovery assures the timeliness, integrity, and consistency of found data, this ensures the same for third-party data. It involves using the IRE and enforcing conformance with the CMDB data model.

Use a multisource CMDB to improve data quality

Multiple discovery sources frequently provide the same discovery information. Discovery gathers and stores data from all of these sources, allowing you to choose which ones to utilize to create your CMDB. If you’re gathering data for CI attributes X and Y from sources A and B, for example, you can choose to populate attribute X from source A and attribute Y from source B, You can change sources at any moment, and your CMDB will be updated accordingly.

ServiceNow Discovery implementation enables you to create a complete, up-to-date, and accurate record of your whole IT infrastructure in your CMDB, assuring data integrity and consistency.

Increase the speed with which you implement your multi-cloud approach. Get actual visibility into your multi-cloud and virtualized on-premises infrastructure, with support for AWS, Azure, Google GCP, IBM Cloud, Oracle Cloud, VMware, Citrix, Kubernetes, and more.

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Workforce Optimization For ITSM

 IT service teams are constantly shifting between applications and products to get their work done, scheduling training and reporting are all time-consuming activities that require a lot of attention. For this manager need to be actively engaged with their teams whether it is helping to solve a problem or coach and agents, managers have a lot of responsibilities.

Workforce Optimization (WFO) is a solution for managers, leads, and agents which improves the quality and efficiency of service teams and enhances team satisfaction. It enables skills growth and smart scheduling, as well as real-time and historical snapshots of team performance in a single place.

So, Workforce Optimization for ITSM helps managers and teams respond to the changing demand and service Expectations they face daily, by using: –

As a manager, we can monitor the demand for agents and skills in your organization to resolve issues. Assess agent skills, identify areas where they need improvement and provide training to enhance their skills set. Track your team’s performance, and manage the schedule of all agents in your assignment group—all from a unified location.

As an agent, you can manage your own schedule, access the schedule of your peers, and request time off or shift swaps.

Get an overview of how you can set up Workforce Optimization for ITSM

These are the following steps to configure: –

1. Install plugin
2. Load demo data
3. Run scheduled job
4. Assign roles to users
5. Get Ready to use

Install plugin and Load demo data: –

NOTE-This feature is available with the Workforce Optimization Content Pack for ITSM (sn_wfo_itsm_cnt) from the ServiceNow Store.

Run scheduled jobs – This scheduled job is responsible to generate demo data.

Assign roles to users: –

Roles: – sn_wfo_itsm.admin

              sn_wfo_itsm.manager

Features of Workforce Optimization: –

Manager Landing Page

When a manager starts his/ her day she needs to see a real-time assessment of her/ his team and the workload demand they are facing.

In order to prioritize their work on the manager landing page, he or she can see all of her team’s work, as well as critical and unassigned incidents, chat in progress, and the quality of service they are providing.

Channel Routing

The channel management application gives Manager a configurable, real-time look at channel-specific metrics to understand what her /his team is working on. Managers can also view the details of ongoing work, queues, and agent availability and also, can integrate any third-party telephone is service like Amazon connect using a cloud Call Centre to deflect incidents.

Managers can monitor the chat queue and messages in real-time and jump into the interaction to help agents without end-user knowing.

if the manager wants to reference the call, then he or she can access call recording and call transcript and analyze Agent’s interaction with callers.

Swift Scheduling

On this page, the manager can create and update agents’ schedules with a view of stuffing coverage and add shifts to the schedules from the calendar view.

Agents can manage their own schedules by requesting time off and swapping shifts with their periods from the team calendar.

Teams

The team application is a window into the profiles of the manager teams and KPIs that managers define to show her or his team’s performance and efficiency. The manager can filter KPI’s to the date range manager wants to see, and the app calculates KPI’s value for the date range that the manager selected.

The manager can also see details on individual agents to monitor their quality of service and Identify factors in positive and negative scores.

Coaching

In the coaching application, the Manager can monitor and coach her team to improve the quality of their work.

manager can track and compare skills that are most in-demand and assign agents to learn those skills and configure individual quality indicators to show where agents must need coaching a training.

For More Details And Blogs : Aelum Consulting Blogs
If you want to increase the quality and efficiency of your ServiceNow workflows, Try out our ServiceNow Microassesment.
For ServiceNow Implementations and ServiceNow Consulting Visit our website: https://aelumconsulting.com/servicenow/