Integrating ServiceNow with Anakage Cobots can significantly enhance IT Service Management (ITSM) capabilities, making processes more efficient and user-friendly. Streamlining ITSM with ServiceNow and Anakage Cobots promotes self-service, automates routine tasks, and ensures comprehensive tracking and documentation of user interactions. Below are three types of integration with ServiceNow:
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Pre-Ticket Creation Integration
Before a user creates a ticket, they are directed to interact with Anakage Cobots. This integration aims to promote self-service within the ITSM system by providing users with solutions through the cobots, potentially deflecting the need to create a ticket. The methods vary based on organizational culture and capacity to manage changes:
- Knowledge Base Articles: Hyperlinks to Anakage Cobots are embedded within KB articles. Users can read the article and click on the link to use the cobots for automatic issue resolution.
- Get Help: Similar to the Knowledge Base, users seeking help are provided hyperlinks to Anakage Cobots, guiding them to solve issues automatically.
- Virtual Agent: In response to specific user queries, the Virtual Agent provides links to Anakage Cobots, assisting users in resolving their issues.
- Anakage Home Page: A hyperlink on the main ServiceNow page redirects users to a page listing all available automated/guided solutions and cobots.
- While Creating a Ticket:
- Hyperlink Solutions: Hyperlinks to all solutions for the selected category are available to users before they create a ticket.
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- Embedded Anakage Self-Help Portal: The Anakage Self-Help Portal is embedded within ServiceNow, providing direct access to automated solutions.
Post-Cobot Interaction Integration
After a user interacts with Anakage Cobots, if the issue is not resolved, a ticket is automatically created in ServiceNow in an open state. If the issue is resolved, a ticket is still created but in a closed state. This ensures proper tracking and documentation of all user interactions and resolutions, thereby streamlining ITSM with ServiceNow and Anakage Cobots.
Automated Action Integration
When the intent of the user is well-defined during ticket creation, certain actions can be executed automatically without further intervention. For example:
- Software Installation: As soon as the user raises a ticket for software installation, the software is automatically installed without further steps needed from the user.
- Software Uninstallation: Any software needing uninstallation can also be handled in a similar workflow.
By leveraging these integrations, organizations can streamline their ITSM processes, reduce manual intervention, and enhance the overall user experience.
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