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ServiceNow for Architects and Project Leaders

You're reading from ServiceNow for Architects and Project Leaders A complete guide to driving innovation, creating value, and making an impact with ServiceNow

Product type Paperback

Published in Dec 2022

Publisher Packt

ISBN-13 9781803245294

Length 252 pages

Edition 1st Edition

Tools

ServiceNow

Concepts

Virtualization

Authors (2):

David Zhao

Roy Justus

View More author details

Table of Contents (17) Chapters

Preface

1. Part 1 – Pursuit of Value

2. Chapter 1: Understanding the Value of ServiceNow FREE CHAPTER

3. Chapter 2: Recognizing and Avoiding Value Traps

4. Chapter 3: Capturing Value from your Implementation

5. Chapter 4: Planning an Implementation Program for Success

6. Part 2 – The Checklist

7. Chapter 5: Securing Your ServiceNow Instances

8. Chapter 6: Managing Multiple ServiceNow Instances

9. Chapter 7: Designing Effective Processes at Scale

10. Chapter 8: Platform Team Processes, Standards, and Techniques

11. Part 3 – From Success to Innovation

12. Chapter 9: Effectively Operating ServiceNow

13. Chapter 10: Artificial Intelligence in ServiceNow

14. Chapter 11: Designing Exceptional Experiences

15. Index

Why subscribe?

16. Other Books You May Enjoy

Conversational interfaces

One capability that can provide a lot of value is the Virtual Agent chatbot capability that ServiceNow offers alongside its NLP engine. Virtual Agent allows users to interact via text chat with an automated system to quickly handle simple tasks, even when no human agents are available. If a Virtual Agent is unable to handle a query, then it can be transferred to a human who can carry on the support conversation using the chat interface built into the agent workspaces.

Incorporating Virtual Agent into your user experience

Virtual Agent is typically presented through a service portal in the form of a webchat window. Virtual Agent serves as a highly automated first line of triage and can address user needs that would otherwise have required the services of a human agent.

Virtual Agents can also be exposed through an external chat channel such as Microsoft Teams, Slack, the ServiceNow mobile application, and even custom conversational interfaces...

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Authors (2)

Roy Justus

Roy Justus

Roy has spent his career automating and optimizing enterprise processes with a primary focus on the ServiceNow Ecosystem. His experience spans regional, national, and multinational firms across a broad array of industries where he has served in technical architecture and strategic advisory roles. Having spent years as the architect of large and complex deployments Roy now leads teams working on the cutting edge of the ServiceNow ecosystem to drive innovation and value from the best of the platform. Roy holds the Certified Master Architect designation as well as numerous other ServiceNow Certifications.

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David Zhao

David Zhao

David is a ServiceNow Certified Master Architect and leads the ideation, and creation of Enterprise Service Management best practices and thought leadership for Deloitte Canada's ServiceNow practice. He has led transformation programs all over the globe in the telecom, financial services, technology, and agriculture industries and has been involved in many ‘firsts', including one of the first and largest ServiceNow Customer Service Management implementations. David is highly passionate and knowledgeable about how organizations can effectively change their operations to better take advantage of new technologies (such as automation and AI). He lives with his family in Calgary and spends his spare time debating strangers on the internet.

See other products by David Zhao

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