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.