This article simplifies the concepts of service requests and incidents in IT service management (ITSM) and explains how to effectively use ServiceNow, a top cloud-based platform, for managing these elements. It highlights the differences between a service request and an incident and guides end users through the ServiceNow service portal, aiming to make their experience more straightforward and beneficial. Join us as we embark on this path of learning!
Between Incident and Service request Improve the user experience by distinguishing
Service Request
IT Incident
Richie Adetimehin
IMPROVE THE USER EXPERIENCE BY DISTINGUISHING BETWEEN INCIDENT AND SERVICE REQUEST
In my last article post, I reflected on the difference between Service Request and Incident, showcasing the value of utilizing the ServiceNow Employee Center or portal effectively. In this current article, I would like to talk about improving user experience by distinguishing between incident and service request.
A lot of users or employees do not understand the difference between Service Request and Incident or which one to use to the type of support they want or how to even get the one (Service Request or Incident) they need, when they navigate to the Employee Center or Service Portal page. Sometimes, users think something is broken when they actually need some kind of request. People who are more involved with technology may know about portals, but others do not.
Designing an adaptive form for incident reporting and service requests in ServiceNow or similar platforms involves creating questions that dynamically adapt based on previous answers, streamlining the process for the user while ensuring that the support team receives all necessary information.
www.visaniamerica.com
IMPROVE THE USER EXPERIENCE BY DISTINGUISHING BETWEEN INCIDENT AND SERVICE REQUEST
To improve the user experience in distinguishing between incidents and service requests, and to facilitate the correct submission of IT issues in your organization's ServiceNow Employee Center, consider implementing the following:
1. SIMPLIFIED ENTRY POINT
Accessibility: Add the “Create Incident” record producer as a widget on the “Recommended for you” in the Employee Center homepage. This allows users to easily find and use it to report their issues. Unified Submission Form: Start with a single, straightforward entry form where users can begin describing their issue in plain language. Use natural language processing (NLP) or simple keyword matching behind the scenes to suggest whether their issue sounds more like an incident or a service request. Guided Questions: Implement a series of guided, easy-to-understand questions that help determine whether the user needs to submit an incident or a service request, guiding them to the correct form based on their responses. 2. CLEAR DEFINITIONS AND EXAMPLES Educational Pop-ups or Tooltips: When users first navigate to the form, provide a pop-up or tooltip that succinctly explains the difference between an incident and a service request, with clear examples of each. Visual Aids: Use icons, infographics, or short videos within the Employee Center to visually convey the differences between incidents and service requests. 3. STREAMLINED NAVIGATION Prominent Placement: Ensure the options to submit an incident or service request are prominently placed on the Employee Service Center homepage, minimizing the number of clicks needed to reach the forms. Search Functionality: Enhance the search functionality so that users can type in what they're looking for (e.g., "email issue" or "request new laptop"), and the system can guide them to the correct form or category.
www.visaniamerica.com
IMPROVE THE USER EXPERIENCE BY DISTINGUISHING BETWEEN INCIDENT AND SERVICE REQUEST
4. PRE-SUBMISSION GUIDANCE
Virtual Agent: Implement ServiceNow Virtual Agent that users can interact with by describing their issue. The chatbot can then determine whether an incident or service request is more appropriate and guide the user to the correct form. Dynamic Form Selection: Another option is to provide a dynamic form to users. As users start typing their issue description in a generic form, dynamically suggest switching to an incident or service request form based on keywords or phrases they use. Quick Correction Option: If a user submits an incident as a service request or vice versa, have a fast-track process for IT support to correct the submission type. This should be followed by an automated, gentle feedback message explaining the correction for educational purposes. User Surveys: Periodically survey users about their understanding and experience with submitting incidents and service requests, using this feedback to continuously improve guidance and usability. 5. FEEDBACK LOOP
www.visaniamerica.com
IMPROVE THE USER EXPERIENCE BY DISTINGUISHING BETWEEN INCIDENT AND SERVICE REQUEST
6. TRAINING AND AWARENESS
Awareness Campaigns: Launch an internal campaign to educate employees about the correct use of incidents and service requests, utilizing emails, intranet articles, and quick reference guides. User Training: Offer short, engaging training sessions or webinars that walk employees through the process of deciding between an incident and a service request and show them how to submit each. Provide them with tutorials on how to use the incident submission form vs service request forms effectively. This could be in the form of quick guides, short video tutorials, or an FAQ section. 7. Continuous Improvement: By analyzing trends and feedback associated with the ServiceNow Incident Record Producer form, organizations can make data- driven decisions to refine their Incident Management process continuously, further enhancing the employee experience. Feedback Mechanism: Include an option for users to provide feedback on the resolution process once their incident is closed. This data is invaluable for continous improvement of both the form and the overall incident management process. User Journey Analytics: Analyze how users interact with the Employee Center, identifying where they face confusion or drop off. Use this data to make iterative improvements to the user journey. Regular Reviews: Regularly review the incident and service request submission process, including the form design, navigation, and user guidance, to ensure they continue to meet users' needs effectively.
www.visaniamerica.com
IMPROVE THE USER EXPERIENCE BY DISTINGUISHING BETWEEN INCIDENT AND SERVICE REQUEST
By implementing the above, you can significantly improve the clarity and ease with which users can correctly identify and submit incidents vs service requests in the ServiceNow Employee Center, enhancing overall satisfaction and efficiency.
Please share your thoughts, experiences, or success stories about improving user experience in distinguishing between incidents and service requests in ServiceNow and other ITSM platforms. How have you seen these practices transform service management and employee experience in your organization or clients?
www.visaniamerica.com
IMPROVE THE USER EXPERIENCE BY DISTINGUISHING BETWEEN INCIDENT AND SERVICE REQUEST
Are you looking to implement or optimize your ServiceNow ITSM? If yes, send “Let’s Discuss ServiceNow ITSM” via SMS to 346-430-6205 or email to Richard.adetimehin@visaniamerica.com
www.visaniamerica.com
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