In today's fast-paced digital landscape, leveraging the full potential of your ServiceNow investment is crucial. Many organizations focus on the core functionalities of ServiceNow but often overlook some powerful features that can drive additional value. In this blog, we’ll explore ten such features and provide insights on how to integrate them into your workflows for maximum benefit. With Astrica as your trusted ServiceNow partner, you can navigate these features effectively and unlock their full potential.

#1   Virtual Agent 

ServiceNow’s Virtual Agent can automate routine tasks and handle common inquiries, freeing up your team for more strategic work. By leveraging natural language understanding, the Virtual Agent can provide instant support to users, improving efficiency and satisfaction.

😉 Tip: Start with common IT support queries and gradually expand the Virtual Agent's capabilities to other departments like HR or Customer Service.

👍 Astrica Advantage: Astrica’s experts can help you customize the Virtual Agent to meet your specific needs, ensuring seamless integration and optimal performance. Our team will work with you to script conversations, set up intent recognition, and integrate the Virtual Agent with your existing systems. This ensures your Virtual Agent is not only effective but also aligned with your business processes and goals.

#2   Performance Analytics 

Performance Analytics offers real-time insights into your processes, helping you make data-driven decisions. It includes out-of-the-box dashboards and reports that can be customized to meet your specific needs.

😉 Tip: Regularly review your performance dashboards to identify bottlenecks and areas for improvement. Set up automated alerts to stay informed about critical metrics.

👍 Astrica Advantage:  Astrica can assist in tailoring Performance Analytics to align with your business goals, providing you with actionable insights and strategic guidance. We offer workshops and training sessions to help your team master the use of Performance Analytics, and we can customize dashboards to reflect your key performance indicators and objectives.

#3   Predictive Intelligence 

Predictive Intelligence uses machine learning to analyze historical data and predict future outcomes. It can automate categorization, assignment, and prioritization of tasks, significantly reducing manual effort.

😉 Tip: Implement Predictive Intelligence in areas with high volumes of repetitive tasks, such as incident management, to see immediate benefits.

👍 Astrica Advantage:  With Astrica’s guidance, you can effectively deploy Predictive Intelligence, enhancing accuracy and efficiency in your operations. Our experts will help you train the predictive models on your unique data sets, ensuring the recommendations and automations are accurate and relevant. We also provide continuous monitoring and optimization to keep your predictive models performing at their best.

#4   ServiceNow Mobile App

The ServiceNow Mobile App enables your team to access the platform from anywhere, ensuring continuous productivity. It’s especially useful for field service teams and remote workers.

😉 Tip: Encourage your team to use the mobile app for tasks like approving requests, resolving incidents, and updating records on the go.

👍 Astrica Advantage:  Astrica can help you configure and optimize the mobile app to ensure it meets the unique needs of your workforce. We provide customized training for your employees on the app’s functionalities and best practices, and we can tailor the app’s interface and workflows to fit your specific use cases, ensuring a smooth and productive mobile experience.

#5   Service Portal

The Service Portal provides a user-friendly interface for employees to access services and information. Customizable and intuitive, it enhances the user experience and boosts self-service adoption.

😉 Tip: Customize the Service Portal to reflect your brand and streamline navigation. Regularly update content to keep it relevant and useful for users.

👍 Astrica Advantage: Astrica’s team can help you design and implement a Service Portal that not only looks great but also drives user engagement and satisfaction. We offer design and development services to create a portal that reflects your corporate branding and is easy to navigate. Our team also ensures that the portal is integrated seamlessly with your backend systems, providing a cohesive and efficient user experience.

#6   Flow Designer

Flow Designer allows you to automate complex workflows without writing code. With its drag-and-drop interface, you can create, test, and deploy workflows quickly. 

😉 Tip: Start with automating simple processes and gradually move to more complex workflows. Use templates and pre-built flows to accelerate development. 

👍 Astrica Advantage: Astrica can provide expert support in building and optimizing workflows, ensuring you get the most out of Flow Designer’s capabilities. We help you map out your business processes and translate them into automated flows, providing templates and best practices to ensure reliability and efficiency. Our team also offers ongoing support to refine and improve your workflows as your business evolves.

#7   Knowledge Management

Knowledge Management is essential for capturing and sharing knowledge across your organization. It helps reduce resolution times by providing quick access to relevant information.

😉 Tip: Regularly review and update your knowledge base articles. Encourage feedback from users to continuously improve the quality of content.

👍 Astrica Advantage:  Astrica’s consultants can assist in creating a robust Knowledge Management strategy, helping you maintain a dynamic and valuable knowledge base. We work with you to organize and categorize your knowledge articles, set up workflows for article approval and review, and implement feedback mechanisms to ensure continuous improvement. Our training programs also ensure your team is equipped to contribute to and utilize the knowledge base effectively.

#8   IT Operations Management  (ITOM) Health Dashboard

The ITOM Health Dashboard provides a comprehensive view of your IT operations, helping you identify and resolve issues proactively. It integrates with various monitoring tools to give you a unified view of your IT landscape.

 😉 Tip: Use the Health Dashboard to monitor key performance indicators and set up automated actions for common issues to maintain optimal IT health.

👍 Astrica Advantage:  With Astrica’s expertise, you can effectively utilize the ITOM Health Dashboard to ensure your IT environment remains healthy and efficient. We help you configure the dashboard to provide the most relevant insights for your operations, integrate it with your existing monitoring tools, and set up automated responses to common issues. Our continuous monitoring services ensure that your IT operations are always optimized and any potential issues are addressed promptly.

#9   ServiceNow DevOps

ServiceNow DevOps bridges the gap between development and operations, streamlining the delivery of new features and updates. It integrates with popular DevOps tools to provide end-to-end visibility and control.

😉 Tip: Implement DevOps practices to enhance collaboration between development and operations teams. Use ServiceNow’s DevOps capabilities to automate the deployment pipeline and track progress.

👍 Astrica Advantage:  Astrica can guide you through the implementation of DevOps practices, ensuring seamless integration and enhanced collaboration. We provide consulting and hands-on support to integrate ServiceNow DevOps with your existing development and operations tools, set up automated pipelines, and establish best practices for continuous delivery. Our training sessions ensure that your teams are well-versed in DevOps methodologies and can work together effectively to deliver high-quality software faster.

#10   Virtual Task Board

The Virtual Task Board is a visual tool for managing tasks and projects. It provides a clear overview of work in progress, helping teams stay organized and focused. 

😉 Tip: Use the Virtual Task Board to manage sprints and project milestones. Regularly review the board with your team to ensure alignment and progress.

👍 Astrica Advantage:  Astrica can help you set up and optimize your Virtual Task Board, enabling better task management and team coordination. We assist in customizing the task board to reflect your project management methodologies, integrate it with other ServiceNow modules and tools, and train your team on its effective use. Our ongoing support ensures that your task boards remain a central and effective part of your project management processes.

Here's the takeaway...

By exploring and utilizing these often-overlooked ServiceNow features, you can unlock additional value and drive greater efficiency within your organization. Start by identifying areas where these features can make the most impact and gradually integrate them into your workflows. Astrica’s Value Amplification Clinic (VAC) is here to help you navigate these features and ensure you’re getting the most out of your platform.

Contact us to learn more.