Transcript

X-TIMESTAMP-MAP=LOCAL:00:00:00.000,MPEGTS:0 Many organizations are looking to transform siloed operations to a global business services model in order to create consistency and standardization of ServiceNow delivery across the enterprise connecting end to end processes and systems to drive out waste and deliver value that can be reinvested where it's needed most ServiceNow is the glue that connects GBS organizations it's the single point of engagement for employees and it's the workflow and automation engine that powers operations and unlocks visibility to drive continuous improvement efforts Maria is a manager preparing for an on site team meeting and would like to find a trainer to attend and help her team with public speaking she isn't quite sure how to request a trainer so she turns to the Virtual Agent for help Virtual Agent helps employees find answers to commonly asked questions. So that agents are freed up to focus on more complex cases, Virtual Agent uses natural language understanding so employees can enter key words or phrases to receive additional guidance due to the nature of her inquiry the Virtual Agent automatically creates a universal request on her behalf the workflow has been kicked off in advanced work assignments ensure that it gets routed to an expert that's able to help this allows agents to resolve cases seamlessly across the enterprise. And provides a consistent ticketing experience regardless of what the employee needs help with before she leaves she also wants to check the status of another request so she asks what is the status of my workplace case since ServiceNow is a single platform across HR IT workplace legal and more she can search for any open ticket to view an update of where it's at in the process, providing an exceptional experience for your people now let's sign in as Stephen the head of shared services Stephen is provided with a consolidated dashboard view of all cases across the business from the single view he can monitor trends and look for areas of opportunity and efficiency Steven can drill into cases to get a sense of what his global team is working on across the different lines of business whether that be HR or legal IT procurement and more the training requests Maria submitted is just one example of the many cases being created and moving through his organization ServiceNow is natural language detection has automatically assigned the case to an HR agent Harry this auto assignment routed the case to the ideal resource eliminating back and forth between departments and ensures that the case is resolved quickly now let's switch gears to the agent's perspective similar to the shared services dashboard Harry the HR agent also has insight into critical data such as sales and high priority cases as he views the list of all open cases he can drill in and immediately begin working on the case this request was auto assigned to air but this same view is consistent across all departments and agents if needed the case can easily be transferred to another team member or business unit the air agents at this organization get hundreds of cases like this every week so they work with our internal development team to create a custom form that allows them to gather additional information about the training needs this custom app was built using the Now platform's low code tools which allows GPS to create customizations without having to replace existing systems and it provides faster time to value here you can assign the custom catalog item to Maria and she'll immediately be notified that she has an action item related to her case let's circle back to Maria she's now in the office and on her laptop and wants to view the status of her case Maria has visibility into every action item that has taken place from the time that she submitted the case, including the automatic assignment of ownership to HR, as well as the action she's now being asked to perform this is exciting for a few reasons. First the employee sees a single stream of information and doesn't need to piece together updates from separate incidents or cases second the agents are working together toward a collective service level, which means the organization can measure from time of creation of the overall request until it's resolved and get a more accurate picture of the employees total service time in a matter of minutes we saw how easy it is for an employee to request help even when they don't know who to turn to processes are connected to end to end so agents achieve greater efficiencies and outcomes. And with low code tools they can create custom solutions to quickly resolve employee requests. Finally insights across the business can be served up to leaders in a consolidated view that drive automation standardization and operational efficiencies across the enterprise.