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.
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