CERN Service Desk

• Emilie Kirschner
• Isabel Fernandez Gonzalez (CERN)

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.

Sulzer - ServiceNow VA/PI/Dynamic translation/Teams integration for Service Desk.

• François Cisier (Sulzer)

'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.'

JTI Global Service Desk

• Roman. Shepovalnikov
• Pavel Zharov
• Evgeniy Klyukin
• Vladislav Prokopenko

• 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

Givaudan -Service Desk experience

• Fredik Holmstrom (Givaudan)

Watch manufacturer Service Desk - Migration to Service Now (2022)

• Sebastien Martin (Watch manufacturer- Service Desk Migration project)

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