ITSM Agent Workflow Revamp

Details coming soon.

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Overview

Project Goal: Streamline the Interaction Record (IMS) workflow in Service Operations Workspace to improve agent efficiency and reduce redundant data entry.

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Problem & Research: Identifying Inefficiencies in the Interaction Record Workflow

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Problem Statement

Agents were required to manage two separate records (IMS + Incident Record) for the same issue, causing:
✅ Increased workload – Agents spent unnecessary time duplicating information.
✅ Slower resolution times – Repetitive steps reduced efficiency.
✅ Customer resistance to platform upgrades – Some clients built custom workarounds to bypass IMS.

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Discovery & Research

Methods Used:

• Customer Visits (Amazon, Cox Automotive) – Gathered direct agent feedback.
• Data Analysis – Reviewed agent workflows and interaction records.
• Internal Team Feedback – Leveraged insights from ServiceNow’s own IT team using the platform.

Key Findings:
✔ Agents rarely reference IMS after filling it out.
✔ Duplicate records slow down workflows.
✔ Managers still need IMS for reporting purposes.

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Defining the Solution

Workshop with Cross-Functional Teams to explore four potential directions:
1️⃣ Minimize IMS – Reduce required fields, keeping only essential data.
2️⃣ Remove IMS – Eliminate it entirely.
3️⃣ Merge IMS & Incident Record – Combine both into one record.
4️⃣ AI-Powered IMS – Automate data entry with AI.

🚀 Decision: Minimize IMS won because it reduced effort while maintaining necessary data.

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Design & Iteration: Refining the Interaction Record Experience

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1️⃣ Reducing Cognitive Load: Field Optimization

Problem:

• Agents manually filled in short descriptions and chat summaries, spending 3–5 minutes per record.
• Research showed agents rarely referenced these summaries later.

Design Solution:
✔ Predefined dropdowns replaced manual short descriptions, covering the most common outcomes (e.g., Transferred to Incident, Answered a Question).
✔ Auto-filled key details based on agent actions to minimize typing.
✔ Fields made read-only where possible, preventing unnecessary edits.

Impact:
✅ Faster task completion – Agents saved time by selecting predefined options.
✅ Improved consistency – Standardized data entries across interactions.

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2️⃣ UI Layout Adjustments: Prioritizing High-Usage Elements

Problem:

• Data from session recordings and heatmaps revealed that agents used the resource panel 3× more than the activity stream, yet it was placed lower in the hierarchy.

Design Solution:
✔ Repositioned the resource panel higher to align with usage patterns.
✔ Collapsed the activity stream by default, reducing clutter.
✔ Introduced pinned resources, allowing agents to save frequently used references.

Impact:
✅ Agents found relevant information 30% faster in usability tests.
✅ Reduced screen clutter improved task focus.

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3️⃣ Interaction Improvements: Streamlining Chat & Record Actions

Problem:

• End Chat Button was located away from the chat panel, making it hard to find.
• Duplicate Action Buttons (“Complete” and “Close”) caused confusion.
• Agents had to manually confirm actions, leading to unnecessary steps.

Design Solution:
✔ End Chat Button Relocation – Moved it next to the chat input field, aligning with user habits.
✔ Merged Action Buttons – Replaced “Complete” and “Close” with a single action button and a dropdown for alternative actions.
✔ Inline Confirmation UI – Agents no longer needed additional clicks for common actions.

Impact:
✅ 25% reduction in task completion time for chat interactions.
✅ 40% fewer errors from button misclicks.
✅ Reduced agent friction, leading to a 12% boost in CSAT scores.

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4️⃣ Usability Testing & Iteration

• Conducted 5 rounds of usability testing with agents across different roles.
• A/B testing confirmed that the new End Chat placement improved efficiency by 25%.
• Heatmap analysis after launch showed a 50% increase in interaction with the resource panel post-redesign.

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Measuring Success & Future Optimizations in IMS Workflow

Results & Business Impact

📊 4 Weeks Post-Launch Data:

• 15% reduction in Average Handling Time (AHT).
• 12% increase in Customer Satisfaction (CSAT).
• ServiceNow’s internal team adopted the solution, validating its success.

Reflections & Next Steps

✔ Lessons Learned:

• Testing earlier could have surfaced usability issues sooner.
• Stakeholder alignment upfront would have improved buy-in and efficiency.
• More scalable design for future AI integration.

🔮 Future Enhancements:

• AI-powered auto-fill for IMS fields.
• More adaptable workflows for different customer needs.

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