Jumpstart Your Issue Auto Resolution

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Jumpstart Your Issue Auto Resolution

    The Jumpstart Your Issue Auto Resolution (IAR) Accelerator is designed to introduce ServiceNow Impact customers to the capabilities of Issue Auto Resolution within their platform. It focuses on deflecting high-volume, non-critical tasks by enhancing self-service and automation. The Accelerator provides a comprehensive demonstration, use cases, configuration insights, and key resources to help customers get started with IAR.

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    Available exclusively for Impact Guided, Guided+ (Strategic Value or Platform Governance), Advanced, and Total packages, this offering enables customers to explore how IAR can improve operational efficiency and user experience.

    Key Features

    • Temporary Instance Provisioning: Customers receive 30 days of access to a temporary instance with IAR activated and configured.
    • Customer Coaching Sessions:
      • Session #1 (up to 90 minutes): Covers IAR benefits, impact, comprehensive demonstrations on lowering incident and case volume, improving self-service, reducing Mean-Time-To-Resolution (MTTR), increasing Virtual Agent adoption, configuration overview, performance monitoring via Analytics Dashboard, and maintenance best practices.
      • Session #2 (optional, up to 60 minutes): Provides an opportunity for Q&A to address specific IAR-related questions.
    • Educational Resources: Access to guides and key resources to support implementation and adoption.

    Customer Roles and Responsibilities

    • Platform Owner (Required): Oversees the ServiceNow platform with leadership and governance responsibilities, ensuring alignment with business strategies and the ServiceNow roadmap.
    • System Administrator (Required): Maintains platform stability, supports ServiceNow applications, and manages configuration tasks and feature delivery.
    • Virtual Agent Owner (Recommended): Acts as the subject matter expert for the ServiceNow Virtual Agent.
    • Service Desk Manager(s) (Recommended): Responsible for managing the Service Desk operations.
    • Trusted Service Partners (Recommended): Participate in coaching sessions to learn leading practices and potentially provide ongoing support.

    Important Considerations

    • This Accelerator or parts of it may not be available in certain restricted environments, to self-hosted customers, or managed service providers with domain-separated instances.
    • ServiceNow does not implement recommendations directly on customer sub-production or production instances.

    The Jumpstart Your Issue Auto Resolution (IAR) Accelerator provides a demonstration of the possibilities and capabilities of Issue Auto Resolution within your ServiceNow platform.

    Accelerator Overview

    Jumpstart Your Issue Auto Resolution provides Impact customers with an introduction to IAR to deflect high-volume, non-critical tasks and demonstrates how IAR will  enhance self-service and automation capabilities. This Accelerator aims to educate customers on the possibilities and capabilities of IAR,  specific use cases, a configuration overview, and key resources and guides to enable customers on getting started.

    See Issue auto-resolution tab for additional information on IAR.

    Package Availability

    Note:
    This Accelerator is available for Impact Guided, Guided+ (Strategic Value or Platform Governance), Advanced, and Total packages.

    Offered pursuant to the applicable Impact Accelerator Description available at  https://www.servicenow.com/legal/servicenow-impact.html

    What You Get

    Session preparation
    • Provision a temporary instance
    • Activate and configure IAR
    Customer Coaching Session #1 (Up to 90 minutes)
    Includes the following:
    • Overview of IAR benefits and impact
    • Comprehensive demonstration on how to:
      • Lower incident and case volume
      • Improve self-service
      • Reduce Mean-Time-To-Resolution (MTTR)
      • Increase Virtual Agent adoption
    • Configuration overview
    • Demonstration of how to monitor performance using the Analytics Dashboard
    • Maintenance leading practices discussion
    • Key resources and guides
    • 30 days of access to the temporary instance is provided
    Customer Coaching Session #2 (Optional upon Customer request, up to 60 minutes)
    Opportunity for Q&A related to IAR

    Requested Customer Resources

    Customer Resource Responsibilities
    Platform Owner (Required) Responsible for the overall accountability of the ServiceNow platform. Provides leadership and oversight to the System Administrators, ensures team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform.
    System Administrator (Required) Maintains the stability and usability of the ServiceNow platform by performing application maintenance, managing support for cases related to ServiceNow applications, and contributing to ServiceNow software releases by delivering configuration tasks and features.
    Virtual Agent Owner (Recommended) Subject matter expert responsible for ServiceNow Virtual Agent.
    Service Desk Manager(s) (Recommended) Subject matter expert responsible for managing Service Desk.
    Trusted Service Partners (Recommended) Attends ServiceNow Impact Accelerator coaching session(s) to understand leading practices and potentially support customer going forward.

    Requested Information

    Please refer to the applicable Impact Accelerator Description available at  https://www.servicenow.com/legal/servicenow-impact.html

    Exclusions

    This Impact Accelerator in its entirety or portions of the Impact Accelerator activities may not be available to customers in certain restricted environments, to self-hosted customers, or to managed service providers with domain separated instances.

    ServiceNow is not responsible for implementing recommendations on Customer’s sub-production or production instances.