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ServiceNow Implementation
SCOPE OF SERVICES:
Modules Implementing
Field Service Management
- The Implementation must provide sophisticated routing rules based on agent skillsets, geographies, contractual commitments, availability, affinity, workload, parts on-hand, and other custom priorities.
- The Implementation must support automated route optimization, dispatcher-invoked route optimization, and technician-invoked route optimization.
- The Implementation must support an interactive, drag-and-drop based Gantt chart to allow the dispatcher to manage work assignments.
I.T Service Management
Request Fulfillment
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- Must track Incidents and Requests in separate tables.
- Must allow administrators or delegated administrators to create a catalog item once and have it accessible from a desktop browser or native mobile app.
Incident Management
- Must track Incidents and Requests in separate tables.
- Must allow logging of incidents via email, web portal, chat, mobile app, and virtual agent.
- Must provide an incident deflection mechanism that displays relevant knowledge articles as an incident is being created.
- Must offer machine learning to automatically categorize and assign incidents.
Incident Communications Management
- Must enable users to create an incident communication plan.
- Must be able to set up contact responsibilities to identify who receives automatic notifications when incident plans are created and must allow self-service users to subscribe to incident communication plans.
Asset Management
- Must allow tracking of assets and configuration items separately with relationships and automatic synchronization between them when needed.
- Must connect to endpoint asset information sources like Microsoft SCCM and Jamf.
- Must track asset information such as state, procurement information, contracts, depreciation, and disposal information.
Service Level Management
- Must allow multiple Service Level Agreements (SLA), operational level agreements (OLA) or underpinning contracts (UC) to be assigned to a task to monitor and manage the quality of the services.
- Must be able to define start, pause, stop, and reset conditions for an SLA.
Service Catalog
- Must allow for the creation of one or more service catalogs that let users request items on a self-service basis through web portal, virtual agent, and mobile app.
- Must provide a catalog item builder that uses a visual, guided experience to enable non-administrators to create, maintain, and publish catalog items.
- Must provide a simple data-driven workflow to enable non-administrators to create fulfillment processes for the most common scenarios.
Knowledge Management
- Must be a Knowledge-Centered Service (KCS) verified tool.
- Must allow access to knowledge articles from a mobile app.
- Must be able to create multiple knowledge bases for different groups based on user criteria like department and location.
Reports and Dashboards
- Must have native reporting, dashboarding, and analytics capabilities.
- Must provide hundreds of pre-built reports that can be copied and modified.
- Must support a variety of report types including bar, pie, donut, time series, multi-dimensional, scores, statistical, calendars, maps, and lists.
AI-powered Search
- Must provide a consumer-grade search experience that delivers personalized, relevant results that users can take action on right from the search results window.
- AI Search must use machine learning to continuously tune its relevancy model and improve search results over time; and natural language understanding to uncover intent and return personalized results and recommendations based on context
Mobile
- Must provide native mobile apps for end users and agents.
- Must allow users to manage incidents, collaborate with teams, respond to approval requests, access the knowledge base, and receive push notifications with mobile app.
Service Portal
- Must provide a modular user interface framework for quick and easy building of application portals and dashboards that helps developers and non‑technical administrators create attractive and engaging user experience for web and mobile.
- Must provide search capabilities to find content in portal, with the ability to filter and tune search results for improved relevancy.
Click here for RFP details.
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