Service Management workshop - How does ServiceNow help you to build a better Service Desk?

Tuesday 31 Jan 2023, 14:00 → 18:00 Europe/Zurich

Emilie Kirschner, Isabel Fernandez Gonzalez (CERN)

Open roundtable discussion, where all firms will share their experience using ServiceNow and how it has helped them to manage the Service Desk KPIs. 

 

The Topic: ' How does ServiceNow help you to build a better Service Desk': 

• Technology and automation 
• Strategies for contacting the Service Desk, different channels
•  KPIs to measure performance and establish lines of improvement 
• ServiceNow functionalities that can help
•  What are the current challenges you face as a service desk manager?

 

N.b: These workshops have the format of a 'round table' where each participant presents his or her experiences and can answer questions from the others. Participants wishing to attend and learn from the peers' experience are welcome.

 

14:00 → 14:05 Welcome

Convener: Isabel Fernandez Gonzalez (CERN)

14:05 → 14:15 Participants and observers introduce themselves

A round table of introductions was done for members and observers to introduce themselves and identify the organisation they represent, as applicable.

Convener: Isabel Fernandez Gonzalez (CERN)

14:15 → 17:15 Open presentations by the participants

14:17 → 14:42 CERN Service Desk

The Service Desk acts as a single point of contact for requests and incidents of CERN users.
The CERN Service Desk acts as first support line for all the services registered in the CERN Service Portal.

Speakers: Emilie Kirschner, Isabel Fernandez Gonzalez (CERN)

14:45 → 15:10 Sulzer - ServiceNow VA/PI/Dynamic translation/Teams integration for Service Desk.

'During last SNUG workshop I had conversation
with few folks about our implementation of ServiceNow VA/PI/Dynamic translation/Teams integration for Service Desk.
This was apparently a topic that many people had interest on,
and I would be pleased to present this to the group and how this helps Sulzer improving efficiency and user experience.'

Speaker: Mr François Cisier (Sulzer)

15:15 → 15:40 JTI Global Service Desk

• Coaching Application – how SNOW coaching tool helps GSD to achieve high level of service quality
• Predictive Intelligence – using SNOW AI capabilities to auto-populate CI in incidents and as the result speed up incident resolution
• Virtual Agent – providing best UX using integration between SNOW chat bot and MS Teams

Speakers: Evgeniy Klyukin, Pavel Zharov, Roman. Shepovalnikov, Vladislav Prokopenko

15:45 → 16:10 Givaudan -Service Desk experience

Speaker: Mr Fredik Holmstrom (Givaudan)

16:15 → 16:40 Watch manufacturer Service Desk - Migration to Service Now (2022)

• Coaching (to manage the quality)
• Interaction
• Chatbot
• Incoming mail
• CTI integration
• Walking experience

Speaker: Mr Sebastien Martin (Watch manufacturer- Service Desk Migration project)

16:45 → 17:15 Observers' projects

Observers comments:
1) Canton du Valais
Christophe Moix
Chef Projet Processus et qualité
Département des finances et de l’énergie
Service cantonal de l'informatique

2) www.vitra.com
Arlett Schmidt
Service Management
Information Technology

3) UEFA
Florian Fargette
Cross Functional Specialist
Information and Communication Technology / Services

4)Hôpitaux universitaires de Genève -
Patrick Bauer
Opérations ServiceDesk

5) CERN
Natalie Kane
Service Now responsible

Conveners: Arlett Schmidt (www.vitra.com), Christophe Moix (Canton du Valais), Florian Fargette (FIFA), Natalie Kane (CERN), Patrick Bauer (Service Desk operation)

17:25 → 17:40 Closing words

Convener: Isabel Fernandez Gonzalez (CERN)