ServiceNow- Redesigning IT Service Management (ITSM) Workspace

ServiceNow- Redesigning IT Service Management (ITSM) Workspace to help agents meet their average handling time (AHT) targets

As a part of the Platform Experience Design engagement program in Cognizant, UX Teams across regions participated in creating UX solutions for various business entities. The goal of the UX hackathon was to choose the top ideas as potential POCs (proof of concepts) in future client pitches for enterprise automation-based business requirements.

A leading insurance company wanted to simplify and streamline its global approach to IT service management. The client was facing plummeting quality scores and agents were consistently struggling to meet average handling time (AHT) targets.

Our quick guerrilla-style interviews with 4 IT Service agents followed by secondary research gave some key insights that helped us shape the Agent and Manager Persona.

Since this was a time-bound event, we wanted to divide our work. I decided to focus and map out the Agent’s journey while my team members took the responsibility of extracting pain points for the Manager Persona.

We brainstormed over a Miro board, mainly based on the opportunities derived from the Customer journey map. Sketches and notes helped us visualize what sections of the agent workspace could be updated to enhance their workflow.

One of the primary criteria for the evaluation of this hackathon was to see how much we could reuse the out-of-the-box components from ServiceNow to create our designs. We tried our best to optimally use the new components that we created during our brainstorming. Given that in hand, I primarily undertook the task of designing the IT Incident Details screen for the Agent persona.

Although we didn’t win the hackathon event, we were proud of the work we did in such a short period. Our final score was 74 out of 100. Winning would have been the icing on the cake but through this event, I did carry forward a few key takeaways that have become my lifelong learning.

Collaboration is very important in UX - Since the beginning of the hackathon, we communicated the importance of collaborating effectively. This meant that we shared the design workspace and brainstormed through the end. We also figured that we needed to delegate tasks as the time was limited for this event.

Reinforcing the idea of not “Reinvent the wheel” - ServiceNow is a very robust and usable platform and we were not here to redesign the entire agent workspace. Our whole aim was to analyse the UI and see what needed our review and design updates. This factor was also crucial as we were going to be evaluated on the level of customization we do on the platform.

Tailored presentation of the solution is crucial - Each team had only 15 mins to present their solution in front of the jury. We imagined our design solution to be like a pitch deck for a client. We aimed to tell it in the form of a story highlighting the everyday problem that all IT Agents face during solving an incident or an issue.