Deliver extraordinary employee experiences, resiliency and productivity blueprint
Select this adoption blueprint to enhance your employees' IT experience by automating and optimizing IT service operations that enable self-resolution of incidents, improved productivity, and recovering from complicated IT scenarios.
Note: The applications recommended within a blueprint may include, but aren’t limited to, the following applications. Factors like entitlements and other instance dependencies can cause the number of recommended applications to vary.
| Track | Recommended applications | Description | Roles installed | Additional resources |
|---|---|---|---|---|
| Build the foundation | Dynamic Translation | Use Dynamic Translation to enhance your experience of dynamically translating text entered in an application for a seamless localization experience. | Uses bases system roles. See Base system roles. | - Dynamic Translation limitations - Dynamic Translation overview |
| Build the foundation | ITSM Success Dashboard indicators | Use ITSM Success Dashboard to get an insight to the IT leadership team and process owners to measure the IT-related performance of their implementation. | Roles installed with ITSM Success Dashboard indicators | Measuring success in your ITSM deployment and how Success Dashboards can help (ServiceNow Community) |
| Build the foundation | Employee Center | Use the Employee Center portal to experience a standard multi-department, dynamic portal for service delivery and employee engagement. | Roles installed with Employee Center | - Employee Center limitations and support - Employee Center (ServiceNow Community - Employee Center success story - Employee Center implementation success story |
| Build the foundation | Configure Walk-up Experience for Customer Service Management | Use the Walk-up Experience application to create and manage an on-site IT walk-up venue, where the requests and issues are fulfilled and solved by experienced IT technicians in person and in real time. | Roles installed with Walk-up Experience | Walk-up Experience limitations and support |
| Build the foundation | Service Operations Workspace for ITSM | Use the Service Operations Workspace interface to unify and configure your agent experience for multiple IT Service Management and IT Operations Management workflows. | Roles installed with Service Operations Workspace for ITSM | - Service Operations Workspace limitations and support - Service Operations Workspace overview |
| Build the foundation | Survey Management | Use the Assessments and Surveys application to create, send, and collect responses for surveys in order to improve the productivity and efficiency of your processes. | Roles installed with Survey Management | - Survey Management limitations and support - Survey Management overview |
| Build the foundation | Use the Benchmarks application to compare the performance of your organization with other recognized industry standards and implement recommendations for improved performance. | Roles installed with Benchmarks | Benchmarks limitations and support | |
| Build the foundation | Incident Management | Use the Incident Management application to enrich IT experience by restoring normal service operation, while working toward minimizing business operations impact and maintaining quality. | incident\_manager and Roles installed with Incident Management | - Incident Management limitations and support - Automate change and incident management Playbook - Incident Management Overview (video) |
| Build the foundation | Knowledge Management | Use the Knowledge Management application to share information in knowledge bases, contributing toward self-resolution of incidents. | Roles installed with Knowledge Management | - Knowledge Management (ServiceNow Community) - Knowledge Management limitations and support |
| Build the foundation | Service Catalog | Use the Service Catalog application to self-create service catalogs contributing toward self-resolution of incidents. It will also help you to self-request a product or a service. | Roles installed with Service Catalog | - Service Catalog limitations and support - Service Catalog success story |
| Build the foundation | AI Search | Use the AI Search application for a modern consumer-grade search engine for Service Portal, Now Mobile, and Virtual Agent. Intelligent query features enable you to find the answers you need quickly. | Roles installed with AI Search | - AI Search (ServiceNow Community) - AI Search limitations and support |
| Build the foundation | Legacy: Performance Analytics ITSM Dashboards | Use the Performance Analytics ITSM Dashboards content pack to access the preconfigured dashboards. These dashboards contain actionable data visualizations that help you improve your business processes and practices. | Roles installed with Performance Analytics ITSM Dashboard | Performance Analytics ITSM Dashboard (ServiceNow Community) |
| Build the foundation | Service Portal | Use Service Portal to build a mobile-friendly self-service portal experience for your employees or customers. | Roles installed with Service Portal | - Service Portal limitations and support - Service Portal (ServiceNow Community) |
| Enhance the experience | Virtual Agent | Unlock your enterprise productivity with ServiceNow® Virtual Agent. Provide your employees and customers with a friendly messaging interface, featuring prebuilt conversations powered by artificial intelligence. | Roles installed with Virtual Agent | - Virtual Agent limitations and support - Virtual Agent success story |
| Enhance the experience | Predictive Intelligence Workbench ITSM content | Use the Predictive Intelligence interface to train machine learning models and can improve performance, efficiency, and flexibility to your systems across multiple business units. | Roles installed with Predictive Intelligence Workbench ITSM content | - Predictive Intelligence limitations and support - Predictive Intelligence success story |
| Enhance the experience | Use the Issue auto-resolution tab to understand how well your Virtual Agent (VA) chatbot anticipates user needs. It displays information about the number of user issues intercepted by the auto-resolution service and resolved by VA. It contributes toward auto-resolution of IT issues, enhancing employee and customer experience. | chat\_analytics\_admin and chat\_analytics\_viewer | Issue auto-resolution (ServiceNow Community) | |
| Enhance the experience | ITSM Virtual Agent Conversations | Users can reset any Citrix desktop or application session using Virtual Agent conversation flows. Users can also provision a Citrix desktop or application. | Uses bases system roles. See Base system roles. | ITSM Virtual Agent Conversations support |
| Optimize the functionality | Implement NLU in Virtual Agent | Create and maintain NLU model groups and intents that map to your conversation topics in Virtual Agent. You can create and edit model groups in NLU Workbench or from topics in Virtual Agent Designer. | virtual\_agent\_admin | NLU support |
| Add advanced features | Discovery | Discovery finds applications and devices on your network, and then updates the CMDB 360 with the information it finds, contributing toward self-resolution of incidents. | discovery\_admin | Discovery limitations and support |
| Add advanced features | Automation Discovery | Automation Discovery helps you identify automation opportunities for your workflows. Use the discovery reports to implement or improve automation solutions like Virtual Agent \(VA\), and Agent assist. It helps you toward improved productivity and efficiency. | Roles installed with Automation Discovery and nlu\_admin | - Automation Discovery limitations and support - Automation Discovery overview |
| Add advanced features | Intent Discovery | Use the Intent Discovery application to help identify opportunities for incident deflection. For example, you can use it to identify which Virtual Agent conversations to activate next. | nlu\_admin | Intent Discovery overview |
Parent Topic:Select your adoption blueprint