Jumpstart Your Issue Auto Resolution
Summarize
Summary of Jumpstart Your Issue Auto Resolution
The Jumpstart Your Issue Auto Resolution (IAR) Accelerator is designed for ServiceNow Impact customers to introduce and demonstrate Issue Auto Resolution capabilities. It focuses on deflecting high-volume, non-critical tasks to enhance self-service and automation within the ServiceNow platform. This Accelerator educates customers on IAR use cases, configuration, and best practices to help them get started effectively.
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It is available for Impact Guided, Advanced, and Total packages and includes additional resources accessible via the Issue auto-resolution tab.
Key Features
- Session Preparation: Customers receive a temporary ServiceNow instance provisioned for 30 days to explore IAR features.
- Customer Coaching Session #1 (up to 90 minutes): Provides a comprehensive overview of IAR benefits including how to reduce incident and case volume, improve self-service, lower Mean-Time-To-Resolution (MTTR), and increase Virtual Agent adoption. It also covers configuration details, performance monitoring via Analytics Dashboard, and maintenance best practices.
- Customer Coaching Session #2 (optional, up to 60 minutes): A follow-up Q&A session available upon customer request to address specific IAR queries.
- Key Resources and Guides: Customers receive curated materials to support successful implementation and adoption of IAR.
Customer Roles and Responsibilities
- Platform Owner (Required): Oversees the ServiceNow platform, ensuring alignment with business strategy and governance.
- System Administrator (Required): Maintains platform stability, manages support cases, and implements configuration tasks and features.
- Virtual Agent Owner (Recommended): Acts as the subject matter expert for the ServiceNow Virtual Agent.
- Service Desk Manager(s) (Recommended): Provides expertise in managing the Service Desk.
- Trusted Service Partners (Recommended): Participate in coaching sessions to understand best practices and support ongoing customer needs.
Important Considerations
This Accelerator or parts of it may be unavailable to customers in restricted environments, self-hosted instances, or managed service providers with domain-separated instances. ServiceNow does not implement recommendations directly on customer production or sub-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.
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.
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.