Improve the user experience - Incident & Service request

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.

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