One of the main benefits of the ServiceNow system which was not utilised as part of our Phase 1 go-live were eForms for specific requests, with everything instead being processed via the generic “Incident” process.
Following a significant amount of design, development and configuration across various teams, we are now in a position to go-live with our first sets of eForms for the IT and Finance tenancies. These forms aim to make requesting standard, repeatable items as efficient as possible by ensuring all the appropriate information is captured on the form and the resultant request is assigned directly to the fulfiller team, rather than having to be triaged via the Service Desk.
The forms that are currently live are:
| IT: | Finance: |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
As well as the forms themselves, knowledge articles have been created to aid customers when searching for help on the portal in order to direct them to the forms and provide more information on them.
Future benefits of these forms will include utilising line manager information to automate approvals for requests, task based segmentation of work so a ticket doesn’t bounce around between teams and the possibility for end-to-end request fulfilment without the need for any manual intervention by fulfillers.