Book Image

ServiceNow for Architects and Project Leaders

By : Roy Justus, David Zhao
Book Image

ServiceNow for Architects and Project Leaders

By: Roy Justus, David Zhao

Overview of this book

ServiceNow is the leading enterprise service management platform that enables the effective management of services in a modern enterprise. In this book, you’ll learn how to avoid pitfalls that can challenge value realization, where to focus, how to balance tradeoffs, and how to get buy-in for complex decisions. You’ll understand the key drivers of value in ServiceNow implementation and how to structure your program for successful delivery. Moving ahead, you’ll get practical guidance on the methods and considerations in securely using ServiceNow. You’ll also learn how to set up a multi-instance environment including best practices, patterns and alternatives in the use and maintenance of a multi-instance pipeline. Later chapters cover methods and approaches to design processes that deliver optimal ROI. Further, you’ll receive tips for designing technical standards, designing for scale, ensuring maintainability, and building a supportable instance. Finally, you’ll focus on the innovative possibilities that can be unlocked in a ServiceNow journey which will help you to manage uncertainty and claim the value of being an early adopter. By the end of this book, you’ll be prepared to lead or support a ServiceNow implementation with confidence that you’re bringing not only a solution but also making an impact in your organization.
Table of Contents (17 chapters)
Part 1 – Pursuit of Value
Part 2 – The Checklist
Part 3 – From Success to Innovation

Conversational interfaces

One capability that can provide a lot of value is the Virtual Agent chatbot capability that ServiceNow offers alongside its NLP engine. Virtual Agent allows users to interact via text chat with an automated system to quickly handle simple tasks, even when no human agents are available. If a Virtual Agent is unable to handle a query, then it can be transferred to a human who can carry on the support conversation using the chat interface built into the agent workspaces.

Incorporating Virtual Agent into your user experience

Virtual Agent is typically presented through a service portal in the form of a webchat window. Virtual Agent serves as a highly automated first line of triage and can address user needs that would otherwise have required the services of a human agent. 

Virtual Agents can also be exposed through an external chat channel such as Microsoft Teams, Slack, the ServiceNow mobile application, and even custom conversational interfaces...