Articles

How ServiceNow's 'Virtual Agent' can assist your organisation: Part 4

How ServiceNow’s ‘Virtual Agent’ can assist your organisation: Part 4

This blog entry is part of a four-part blog series on how ServiceNow’s Virtual Agent can assist your organisation. See Part 1 HERE See Part 2 HERE See Part 3 HERE Part 4: Experiences Matter Through this blog series I have spoken about, through Virtual Agent, it is easier to empower users, create more opportunities for contactless resolution and create …
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/ Blog, ServiceNow, ServiceNow, virtualagent
How ServiceNow's 'Virtual Agent' can assist your organisation: Part 3

How ServiceNow’s ‘Virtual Agent’ can assist your organisation: Part 3

This blog entry is part of a four-part blog series on how ServiceNow’s Virtual Agent can assist your organisation. Part 3: Operational Insight & Accuracy Every day that a service desk is operational, it creates data, both useful and not so useful. As time continues though it can become quite overwhelming and the data that was once useful can be …
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How ServiceNow's 'Virtual Agent' can assist your organisation: Part 2

How ServiceNow’s ‘Virtual Agent’ can assist your organisation: Part 2

This blog entry is part of a four-part blog series on how ServiceNow’s Virtual Agent can assist your organisation. Part 2: Contactless Resolution Contactless resolution, no contact resolution and zero contact resolution are three ideas that are similar in concept, but are all trying to get essentially the same result. This concept is not new at all, despite it getting …
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How ServiceNow's 'Virtual Agent' can assist your organisation: Part 1

How ServiceNow’s ‘Virtual Agent’ can assist your organisation: Part 1

This blog entry is part of a four-part blog series on how ServiceNow’s Virtual Agent can assist your organisation. If you talk to someone about the present state of the IT industry, artificial intelligence, virtual agent and chatbots are topics that commonly surface in one way or another. From forcibly having to “deal” with it while trying to raise a …
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How Field Service Management can help your customers

How Field Service Management can help your customers

The Challenge Field agents are typically the face of most organisations, yet for many businesses, those resources and their day-to-day duties have been overlooked when it comes to workflow optimisation. Customer service centres and help desks are rarely aligned with the technicians responsible for addressing issues in the field, which can result in multiple calls, emails and at times, tickets …
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Micro Focus

ServiceNow Upgrade Process

With ServiceNow committing to two major releases a year and only allowing customers to operate on n-1, having a well understood upgrade process is not a luxury, it’s a necessity. To reduce the risk of disruption to the business during upgrades, JDS recommends organisations adopt a clearly defined strategy for upgrades.

  1. Prepare Environments
/ ServiceNow, ServiceNow
Catalog Client Scripts

Modifying Service Portal Widgets On-The-Fly

Recently, a customer asked us to remove their Get Help catalog item from the list of Popular Items in the Service Portal because it’s not really an item (it’s a record producer) and it’s accessed from the home page as well as being in the menu bar so it doesn’t really belong under Popular Items. The challenge was, how could this be done WITHOUT changing/modifying the …
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/ ServiceNow, ServiceNow
Custom Glide Modal Dialog Boxes in ServiceNow

Custom Glide Modal Dialog Boxes in ServiceNow

Modal popups are an effective way of interacting with users when more information is required than would ordinarily be available on a screen. For example, confirming a deletion or getting more information when someone is submitting a record. ServiceNow has a client-side API called GlideModal but the documentation is focused around displaying records or lists from ServiceNow rather than ad-hoc modal details …
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How Contract Management Can Help Your Customers

How Contract Management Can Help Your Customers

Contract Management In the ServiceNow platform, contracts contain detailed information such as contract number, start and end dates, active status, terms and conditions statements, documents, renewal information, and financial terms. Contract Management is active by default for all ITSM subscribers and was initially seen as a means of managing the following:

  • Software licensing
  • Certificates and their expiration
  • Asset fleet …
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