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darius_koohmare
ServiceNow Employee
ServiceNow Employee

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For those at Knowledge18, you may have glimpsed the upcoming London Walk-up Experience application during either the IT Keynote or one of the speaker breakout sessions. For those not at the event, you may be looking for more information- or more likely, unaware of this great new application that was introduced in London & enhanced in Madrid with the ITSM suite.

At a high level, this application enables 'genius bar' style functionality for your service management organization, inspired by consumer interfaces found in our day to day lives. From an online check-in and appointment scheduling commonly found at haircutters, to the visual queues found in pizza stores, or the three button CSAT survey found at airports, the walk-up experience utilizes friendly Service Portal UI's for it's requester touch points. Walk-up fulfillers can easily pull users from their relevant queues and fulfill the walk-up with the appropriate incident, request, or consumable asset.

The Problem:

Satisfaction with IT is dropping from rising expectations and current walk-ups have no formal process. Customers are looking for a quick way to implement a delightful walk-up service experience.

Users are expecting faster, consumerized service. Customers looking to implement walk-up today require customizations to their instance and make best guesses at how to manage demand and fulfillment at a walk-up.

The Solution:

The Walk-up Experience is a prebuilt ITSM application that includes the necessary requestor & fulfiller functions to quickly implement a delightful ‘Walk-up’ contact channel for your service department. It includes the touch points for end users such as online check-in, appointment scheduling, and onsite check-in and queues, while also including routing and agent interfaces for the fulfillment of walk-up interactions. Not to mention that most configurations are done quickly with fields on a form rather than code! Customers can quickly brand this channel as a inclusive 'Service Lounge', 'Tech Lounge', 'Genius Center', etc. available to all users in the business.

Value to Business:

  • Improve Business User (Requester) CSAT & Productivity
  • Improve Technician Productivity
  • Quick to implement, easy to upgrade
  • Delighting requestor experiences prebuilt on Service Portal
  • Utilization & Operational reporting

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See it in Action:

To see the ServiceNow Walk-up Experience in action, head to the following DemoNow link and put in your information to access the Modernize ITSM demo videos, which includes the ability to 'Watch the video' for the 'Walk-Up Experience'.

To see how ServiceNow has implemented the Walk-up Experience as Tech Lounges globally, see this video as an example.

Learn More & Join the Conversation:

Learn more by listening to the walk-up podcast for London, and this walk-up podcast for Madrid. To get an in depth look at the features and functions, please see the attached whitepaper.

The attached document was written to help provide guidance and information regarding the Madrid Walk-Up Experience (first version available in London). It is intended to help your organization understand, prepare for, and ultimately champion adopting a formal walk-up contact channel for IT. While this solution is commonly implemented for IT support, the technology can easily be extended for uses for HR (benefits season, anyone?), Facilities, and beyond.

Does your organization have a formal walk-up contact channel in place today? Are you looking to deploy a 'Tech Lounge' in your organization? Let me know in the comments below!

 

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