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Walk-up Experience


With the ServiceNow® Walk-up Experience you can create and manage an onsite IT walk-up venue where requests and issues are fulfilled and solved by experienced IT technicians in person and in real time. You can configure Walk-up Experience to serve all users in your organization by using an inclusive branding, such as Tech Lounge, Service Center, Genius Bar, and more.

Walk-up Experience enables your IT organization to set up a contact channel to support both online check-in and onsite check-in to a pre-established walk-up service center.



What is Walk-up Experience?

Walk-up Experience aims to delight users and significantly improve their IT-experience satisfaction, as well as increase employee productivity. Employees and business guests can get real-time, in-person help with their IT issues and equipment requests. Walk-up service centers specialize in supporting technology devices — smartphones, tablets, and laptops — as well as hardware repairs and requests, technology refreshes, and software upgrades. The main purpose of a walk-up service center is to support and resolve the more common, everyday routine IT service desk functions, such as a request for a new monitor or help setting up software on a mobile device.




Who uses Walk-up Experience?

Everyone from the company CEO to visiting business guests can check in and get IT support at an established walk-up service center. Walk-up Experience is for anyone who would prefer to meet face-to-face with an experienced IT technician in a welcoming and supportive environment.



Users access the Walk-up Experience application in several ways.

  • Online — Users can check into a walk-up venue online using a laptop, tablet, or mobile phone via Walk-up Check-in available in the application navigator under Self-Service. Once a location queue is selected, users can see how many other requesters are in the queue and decide whether or not to join the queue.

  • Walk-up Experience location — Users can check into a queue at the physical walk-up location. Guests of the walk-up venue can observe queue activities on a large monitor that displays place in line, requesters currently in the queue, and requesters being helped.



The IT organization uses the Walk-up Experience application to meet the demand of IT issues and requests.


  • Walk-up Experience IT technicians manage daily operations at the walk-up queue locations. They resolve IT-related issues, support mobile devices and laptops, and fulfill requests for software and hardware consumables.

  • Technicians can view active and closed interactions, assign interactions to themselves, other agents or other walk-up locations, and view and distribute stockroom consumables.

  • Walk-up Experience IT managers supervise the walk-up location technicians. Walk-up managers oversee walk-up location performance by monitoring the walk-up dashboard. They are responsible for customer satisfaction, confirming stockroom inventory is available, ensuring customers are served in a timely manner, and reporting performance data to upper management.



IT managers supervise the walk-up location technicians and oversee daily operations.

  • Walk-up managers can observe and capture operational and performance data by monitoring the walk-up dashboard.

  • Walk-up managers can use the application to increase IT customer satisfaction, ensure and confirm stockroom inventory is available, provide customer service in a timely manner, and report performance data to upper management.



Walk-up Experience administrators configure and maintain walk-up related systems, such as the Walk-up Portal, queue locations and schedules, notifications, CSAT surveys, and associated stockrooms.


How do you benefit from Walk-up Experience?

Your entire organization benefits by using the application in the following ways:

Improves employee access to IT professionals

Employees access IT services in real time by visiting a walk-up location. This saves time and results in greater productivity as employees can return to work faster.

Tracks interactions and performance

IT managers use the Walk-up Experience dashboard to understand the work walk-up technicians are performing to support the company.

Integrates with other services

Walk-up technicians can create traditional incidents when issues cannot be resolved at the walk-up location.

If a requested item is not available at an associated stockroom, walk-up technicians can create a request by ordering from the Service Catalog.

CSAT surveys are available at the walk-up queue and emailed to walk-up customers to capture customer-service sentiments.



Devices necessary to deliver Walk-up Experience

The Walk-up Experience application depends on several types of devices to deliver functionality. Users can check in to an online walk-up queue using a desktop or laptop computer, tablet, or mobile phone. However, at the onsite walk-up location, users check in to the queue with a provided, typically stationary, tablet. The following guidance describes what devices are needed and function best for each Walk-up Experience feature:

  • Online check-in and queue: Desktop or laptop computer, tablet, or mobile phone.

  • Onsite check-in: Tablet.

  • Onsite queue: Large flatscreen TV. This feature is designed for larger display devices, such as a TV monitor. It is not supported on a tablet.

  • Onsite CSAT survey: Tablet only.

For more information: https://docs.servicenow.com/bundle/london-it-service-management/page/product/walk-up-experience/concept/understanding-walkup-experience.html#understanding-walkup-experience