5 Must-Have ServiceNow Plugins to Enhance Your Workflow

ServiceNow is a powerful platform that helps organizations streamline their business processes and enhance overall efficiency. One of the key features that make ServiceNow so versatile is its ability to integrate various plugins, extending its functionality to meet diverse business needs. In this article, we'll explore the 10 best ServiceNow plugins that can significantly improve your workflow and maximize the potential of the platform.

1. Performance Analytics:

 Performance Analytics is a ServiceNow plugin designed to elevate the platform's analytical capabilities, enabling organizations to gain valuable insights into their performance metrics. This powerful tool empowers users to track and analyze key performance indicators (KPIs) effectively. By leveraging advanced data visualization techniques, Performance Analytics transforms raw data into actionable insights, facilitating informed decision-making.

Organizations can create customizable dashboards that showcase real-time performance metrics, allowing teams to monitor their progress and identify areas for improvement. This plugin enhances collaboration and transparency by providing a centralized platform for data-driven discussions.

Example Use Case: Incident Management Performance Analytics

Objective: Improve the resolution time and overall efficiency of incident management in ServiceNow.

Example Metrics to Analyze:

• Measure the average time taken to resolve incidents.
• Break down the resolution time into different stages (e.g., assignment, investigation, resolution).

• Track the percentage of incidents resolved on the first attempt without the need for reassignment or escalation.

• Analyze the volume of incidents over time to identify patterns and potential areas of improvement.

4. Agent Workload:

• Monitor the workload of support agents by tracking the number of incidents assigned to each agent.

• Measure the percentage of incidents resolved within the defined Service Level Agreements (SLAs).

Click here to view ServiceNow Documentation 

2. Virtual Agent:

 The Virtual Agent plugin is a game-changer in the realm of customer support and service management. By harnessing the power of intelligent chatbots, organizations can provide instant and personalized assistance to users, significantly improving the overall customer experience. Virtual Agent automates responses to common queries, reducing the burden on support teams and allowing them to focus on more complex issues.

This plugin can be trained to understand natural language, making interactions with users more intuitive and conversational. It seamlessly integrates with existing workflows, enabling users to perform tasks, request information, or receive assistance without human intervention.

Example Use Case: Virtual Agent Plugin for ServiceNow

Objective: Streamline and automate IT service interactions to enhance user experience and efficiency.

Key Functions:

1. Incident Triage:
   Use virtual agents to gather initial incident details, classify issues, and route to the appropriate support teams.
2. Service Request Automation:
   Automate common service requests through conversational workflows, reducing manual intervention.
3. Knowledge Base Access:
   Enable users to access knowledge base articles and self-help resources through natural language queries.
4. Password Reset Assistance:
   Implement virtual agents to assist users in resetting passwords securely and efficiently.
5. Status Updates:
   Provide real-time updates on ticket status, allowing users to check progress without human intervention.

Click here to view ServiceNow Documentation

3. Service Mapping:

Service Mapping is a critical ServiceNow plugin that offers a comprehensive view of an organization's IT infrastructure by visually mapping out the relationships between different services and components. This capability is instrumental in understanding dependencies, facilitating efficient troubleshooting, and ensuring the overall reliability of IT services.

With Service Mapping, organizations can create dynamic and up-to-date maps of their infrastructure, showcasing how various elements interact. This visibility is crucial for identifying potential points of failure and optimizing the resolution of incidents. The plugin automatically updates maps as changes occur in the IT environment, providing a real-time representation of the landscape.

Use Case: Service Mapping in ServiceNow

Objective: Gain visibility into IT infrastructure and services to optimize performance, troubleshoot issues, and enhance overall service delivery.

Key Functions:

1. Infrastructure Discovery:
   Utilize Service Mapping to automatically discover and map all infrastructure components, including servers, databases, and network devices.
2. Service Dependency Mapping:
   Map dependencies between services and underlying infrastructure components to visualize the entire service landscape.
3. Real-time Updates:
   Enable real-time updates to reflect changes in the IT environment, ensuring accuracy in the service map.
4. Impact Analysis:
   Leverage Service Mapping for impact analysis to understand the potential consequences of changes or incidents on services.
5. CMDB Synchronization:
   Integrate Service Mapping with the Configuration Management Database (CMDB) for a centralized repository of accurate configuration data.

Click here to view ServiceNow Documentation

4. Customer Service Management (CSM):

 Customer Service Management (CSM) is a ServiceNow plugin designed to elevate the customer support experience by providing a unified platform for managing customer interactions and support requests. This plugin encompasses a range of features tailored to enhance customer satisfaction and streamline support processes.

   - Case Management: CSM centralizes customer inquiries, service requests, and issues into a unified system. It ensures that support teams have a complete view of customer interactions, enabling them to provide timely and effective assistance.

   - Knowledge Base: The Knowledge Base component allows organizations to create and maintain a centralized repository of information. Support agents can access this repository to provide consistent and accurate answers to customer queries, reducing resolution times and empowering users to find solutions independently.

Use Case: Customer Service Management (CSM) in ServiceNow

Objective: Elevate customer satisfaction by streamlining and enhancing the efficiency of customer service processes.

Key Functions:

1. 360-Degree Customer View:
   Consolidate customer data from various touchpoints to create a unified, 360-degree view of customer interactions and history.
2. Case Management:
   Implement robust case management to track and resolve customer issues, inquiries, and service requests efficiently.
3. Self-Service Portals:
   Develop self-service portals to empower customers to find information, submit requests, and track the status of their cases independently.
4. Automated Workflows:
   Configure automated workflows to route cases to the appropriate teams, ensuring prompt and accurate resolution.
5. Knowledge Base Integration:
   Integrate a knowledge base to provide agents and customers with relevant information for quicker issue resolution.

Click here to view ServiceNow Documentation

5.Change Management:

 Change Management is a pivotal ServiceNow plugin that helps organizations implement changes to their IT infrastructure in a structured and controlled manner. This plugin is instrumental in minimizing the risks associated with changes, ensuring the stability and reliability of IT services.

Use Case: Change Management in ServiceNow

Objective: Ensure controlled and efficient handling of changes to minimize disruptions, reduce risks, and improve overall IT service stability.

Key Functions:

1. Change Request Submission:
   Enable users to submit change requests detailing proposed modifications to IT services or infrastructure.
2. Risk Assessment:
   Implement a risk assessment process to evaluate the potential impact and risks associated with proposed changes.
3. Change Approval Workflow:
   Establish automated workflows for change approval, involving relevant stakeholders based on the nature and impact of the change.
4. Impact Analysis:
   Conduct impact analysis to understand how changes may affect existing services, ensuring proactive risk mitigation.
5. Change Calendar:
   Maintain a centralized change calendar to schedule and coordinate changes, preventing conflicts and resource bottlenecks.

Click here to view ServiceNow Documentation