Expand technology services while reducing costs

DEM1509-K22

## Transcript X-TIMESTAMP-MAP=LOCAL:00:00:00.000,MPEGTS:0 [MUSIC PLAYING] So who is this video for? It's geared towards IT service and operations leaders that want to go beyond keeping the lights on and really create amazing agent and IT services, experiences. So what problem are we trying to solve in this video? It's really simple. Technology teams have multiple, non-integrated tools that increase costs and really solidify silos. This also means that service and operations teams struggle with inconsistent visibility. And they lack service context. And through the eyes of our IT agent Grady, as well as our major incident team, we will see how ServiceNow can easily address this. How? Well, it's really by offering Grady and the supporting teams a single cloud platform across IT estate, which, in turn, gains the visibility with ServiceNow context. It breaks down organizational silos as well as offers teams consistent data across any of the teams. So here is Service Operations Workspace. Now this is ServiceNow's configurable next experience workspace. And it's for all agents, ITSM, ITOM agents alike. And IT leaders, this is IT service management made simple, with a unified Workbench across departments so that agents can stay engaged, productive, and informed as well as support the services the enterprise needs from anywhere. This means desktops, mobile devices, even third-party messaging apps. With Service Operations Workspace, our service agents like Grady, this has reinvented the service experience and really enables modern practices to automate and improve the service reliability. How? Well, we can see this is a single destination to manage incidents, problems, changes. And later, we will see this seamless integration with technology operations to really provide issue resolutions. So this is a unified ServiceNow platform that really underlines these solutions to offer all of our agents the right information in the right place at the right time. Even the ability to change the look and feel of this workspace is no issue. Now Grady has complete visibility into all the happenings from At A Glance. We can see at a glance overviews of incidents assigned to her, SLAs, as well as unassigned incidents, even the ability to review all of her team's information. With built in chat, phone, and walk up functionality, our agent can take an omnichannel approach to work that's coming in. Agents can also dynamically select which channel they want to support. The items that you see here have been queued with advanced work assignment. This is where items are automatically assigned to agents based on availability, capacity, as well as their skill sets. Now in this case, Grady quickly gains full details into this case and incident information, details such as impact, priority, affected CIs, impacted services, activity streams. You'll see this throughout this demo, as well as you'll see predictive intelligence. And this really offers agent support in the form of AI and machine learning. And we call this Agent Assist. What is Agent Assist? Well, this automatically displays search results based on short descriptions. Also can display similar resolved issues, outages. So this way our agent can determine if the solution applies in this case. We also see there's a recommendations framework. The days of searching around emails, sticky notes, or tribal knowledge can be a thing of the past. And here, thanks to AI, we can attach useful articles that will help resolve this particular incident. Now before moving on, the other aspects to highlight here is about incident problem change life cycles. We can see that Grady has everything in a click away, which really helps promote better mean time to resolution as well as up levels all these agents' skill sets. So in a previous demo, we saw how to deliver AI powered self-service. And we saw an issue around ordering services. And the complexities resulted in an IT ticket being automatically submitted and routed to our agent. And Grady is our agent. Now here is where service operation workspace really begins to shine. Once again, Grady is given those full insights into the priority, the service impacts, impacted CIs, activities around all these events. What is a bit different in this case is that ServiceNow is bubbling up even more information around the dependencies. And this is in part due to the interconnectivity between all the departments and, in part, to the CI relationships. And it's offering a more prescriptive Service Mapping information. So with Agent Assist prescriptive recommendations, Grady continues to gain AI and ML insights to quickly address what's going on here. After a quick review, this looks like to be a good candidate for a major incident. Let's bring up a major incident war room. Now ServiceNow is able to get all hands on deck, no matter the preferred communication channel. In this case, it is MS Teams. And it's integrated directly into the ServiceNow platform. What this means is that all the information that Grady sees is easily shared in triage with teams like we see here in this major incident war room team. All the information we saw on Grady's Workbench-- services, service maps, configuration items, priorities-- all are brought seamlessly into this Teams experience. These notifications and information also work on mobile devices. Here we can quickly see MS Teams mobile view. Moreover, we can see all that information in MS Teams carried over into ServiceNow's Major Incident Workbench, really just highlighting and showing that ServiceNow's platform delivers the right information to the right areas of need. We can even see the prescriptive technology and calm tasks kick off in the solution of choice. And in this case, it continues to be MS Teams. And it looks like this is the preferred communication channel. We can see that one of the team members is connected with the events and operations team members. Information is being shared and what's important to each team as well as those team goals. The events team is now working on a bigger fix. However, this major incident war room team sends out a quick workaround to the incidents that have come in on this issue. With a bigger fix in motion, other similar incidents and events coming in can be prevented thanks to ServiceNow's ITOM Pro solution. We also can see that storm. The employee that originally submitted this issue via Virtual Agent has also received a notification about his service working. And this is via ServiceNow's native mobile app. Finally, let's close this story with value. The value of the ServiceNow platform and the suite of purpose-driven solutions as well as ongoing cost savings with ServiceNow. Meet ITSM Success Dashboard. Here is a purpose built dashboard to better distill performance and service quality. This dashboard offers a prescriptive framework for increased transparency around all of the ServiceNow activities and beyond. And we're really providing CIOs, IT leaders, and process owners a 360 view into their IT performance. And we can measure the improvement with these interactive dashboards using prescribed KPIs to maximize that value. Now this concludes my demo. If you like what you saw, please see these useful links that you see here. And with that, I want to thank you for spending your time with me. [MUSIC PLAYING]