{"id":10464,"date":"2016-03-25T10:05:50","date_gmt":"2016-03-25T14:05:50","guid":{"rendered":"https:\/\/scholarblogs.emory.edu\/lits\/?p=10464"},"modified":"2016-03-25T13:24:28","modified_gmt":"2016-03-25T17:24:28","slug":"servicenow-improves-usability","status":"publish","type":"post","link":"https:\/\/scholarblogs.emory.edu\/lits\/2016\/03\/25\/servicenow-improves-usability\/","title":{"rendered":"ServiceNow gets usability facelift"},"content":{"rendered":"
\"SN\"<\/a>
Check out the new ServiceNow interface today!<\/figcaption><\/figure>\n

As a basis for being\u00a0Emory’s service management solution, ServiceNow<\/a> needs to be able to provide complex information in the complex IT environment at Emory, but it still must be usable for everyday employees. As a member of the IT Service Management Office (ITSMO), one of Rose Harris<\/strong>\u2019 ServiceNow goals this year was to improve the customer self-service experience.<\/p>\n

As a result of this goal, the content management system (CMS) front-end has been tailored\u00a0so customers can\u00a0view\u00a0all of their\u00a0ticket details (open or closed) that pertain only to them, based on their NetID. In the past, the resolution details were not viewable. Now customers can view\u00a0full resolution details on resolved and closed tickets.<\/p>\n

Additionally, customers\u00a0submitting tickets via a listserv\u00a0could not\u00a0view their \u00a0original requests. Today\u00a0they can view the full details of their tickets by accessing help.emory.edu<\/a>, then entering their Emory credentials.<\/p>\n

According to Service Desk manager\u00a0Sharon Gregory<\/strong>, “As many as 15\u00a0\u2013\u00a020% of the calls to the Service Desk are requests for the status of an existing ticket. Users may save time by eliminating the need for a follow-up call to the Service Desk and\u00a0reducing the risk of duplicate tickets being created. Decreased calls to the Service Desk will, in turn, allow our analysts more time for troubleshooting new incidents.”<\/p>\n

Whenever an application\u00a0can point people to self-service, there is\u00a0a cost savings in the overall process. “We want\u00a0our customers to be able to access the\u00a0ServiceNow front end and easily\u00a0report problems,\u00a0search for common IT solutions from the knowledge\u00a0base and place requests using this avenue,” said Rose.<\/p>\n

Departments across campus have seen an improvement.<\/p>\n

“We have quite a few customers who submit very similar requests over and over, so just having the short description as previously existed, they would not necessarily be able to identify which request status they were looking at unless they tracked down their automated notification with the incident number,” said\u00a0Cecelia Bodnar<\/strong>, who works in\u00a0the office of Development and Alumni Relations.<\/p>\n

Bodnar concluded, “Now, they can log in and see the full content of their original request, so they know exactly which one they are seeing the details for, and what the status and possibly resolution has been. Given the volume of tickets that our customers request, this is a great benefit for them and us. It will likely result in fewer follow-up tickets to our support listservs, which end up creating duplicate tickets when all they really need is a status update.”<\/p>\n

If you haven’t seen the new features in ServiceNow, take time to today to check out the new interface<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"

As a basis for being\u00a0Emory’s service management solution, ServiceNow needs to be able to provide complex information in the complex IT environment at Emory, but it still must be usable for everyday employees. As a member of the IT Service Management Office (ITSMO), one of Rose Harris\u2019 ServiceNow goals this year was to improve the […]<\/p>\n","protected":false},"author":511,"featured_media":10529,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[12],"tags":[60,30,137],"class_list":["post-10464","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-project-updates","tag-itsmo","tag-service-desk","tag-servicenow"],"_links":{"self":[{"href":"https:\/\/scholarblogs.emory.edu\/lits\/wp-json\/wp\/v2\/posts\/10464","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/scholarblogs.emory.edu\/lits\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/scholarblogs.emory.edu\/lits\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/scholarblogs.emory.edu\/lits\/wp-json\/wp\/v2\/users\/511"}],"replies":[{"embeddable":true,"href":"https:\/\/scholarblogs.emory.edu\/lits\/wp-json\/wp\/v2\/comments?post=10464"}],"version-history":[{"count":10,"href":"https:\/\/scholarblogs.emory.edu\/lits\/wp-json\/wp\/v2\/posts\/10464\/revisions"}],"predecessor-version":[{"id":10532,"href":"https:\/\/scholarblogs.emory.edu\/lits\/wp-json\/wp\/v2\/posts\/10464\/revisions\/10532"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/scholarblogs.emory.edu\/lits\/wp-json\/wp\/v2\/media\/10529"}],"wp:attachment":[{"href":"https:\/\/scholarblogs.emory.edu\/lits\/wp-json\/wp\/v2\/media?parent=10464"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/scholarblogs.emory.edu\/lits\/wp-json\/wp\/v2\/categories?post=10464"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/scholarblogs.emory.edu\/lits\/wp-json\/wp\/v2\/tags?post=10464"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}