ServiceNow is a great overall solution but as you will know it is expensive and time consuming to implement across the business, particularly to your end-users.
Here we outline 5 common problems that ServiceNow customers face and show how these can be solved by adding Tenjin to your existing ServiceNow deployments.
Like other IT Service Management platforms, ServiceNow has been developed for IT professionals with self-fulfilling intentions. First and foremost, they set out to solve the challenges of Enterprise IT, rather than businesses and users.
IT self-service initiatives often miss the mark as they fail to deliver the same levels of simplicity that the intended users experience in their personal lives.
One of the reasons for ServiceNow’s rapid success is its one-size-fits-all approach to ITSM disciplines. However, this is its Achilles heel as configuring ServiceNow to business needs requires additional know-how, skill and resource. Basically, maximising your investment means more capital expense! It’s no wonder then, that many ServiceNow customers are currently looking to reduce their licensing costs.
You may have seen ServiceNow’s own Virtual Assistant product within their stack. But this requires additional licencing, including the almighty ITSM Professional Licence, as well as additional resource. Hence, approximately 20-25% of ServiceNow customers have actually done so.
Research shows* that it costs $15.11 for every interaction (incident, ticket or request) that an agent has to handle. Employees are forced to do so as a last resort, as they either can’t find a resolution or simply give up trying as the experience is so ineffective.
*Design IT Self-Service for the Business Consumer”, 6 March 2019 by Chris Matchett (Sr Director Analyst).
Most interactions between employees and IT support desks are basic and repetitive. Rather than this ineffective loop, support employees by implementing Virtual Assistants who are there to find solutions to every question, request and problem.
After all, research shows us that 34% of all staff salary costs is wasted on unproductive employees in the workplace. So addressing this is a huge financial and productivity gain.
Use ServiceNow as the best-of-breed service desk, with a nimble cost effective Virtual Assistant for your customers, especially where squeezed margins effect the service you can deliver to mid-small customers.
Delivered as a ServiceNow Scoped App, Tenjin for ServiceNow requires no coding and helps you to maximise your investment in ServiceNow through cost-effective licencing and removing the need for costly developer resource.
Built upon over 20 years of employee self-service heritage, and designed for today’s digital worker, Tenjin enables your employees and customers to:
Search ServiceNow Knowledgebase to find self-help resolution
View, create & modify incidents via multi-experience touchpoints (inc. Microsoft Teams, Slack or webchat)
Request services, complete forms and track progress
ServiceNow administrators can selectively sync knowledgebase articles, services and record producers with Tenjin without any coding or development
Gartner, How to Negotiate ServiceNow Contracts, 12 June 2020, Keith Andes, Chris Matchett, Tobi Bet, Andrew Miljanovski
See how Tenjin can improve the flow of information in your business