Coaching plug-in
Help your service desk and customer service agents hone their skills. Conditionally configure training opportunities at key moments and automatically trigger the virtual coach with rule-based decision criteria. Provide added guidance through a continuous feedback loop, boosting agent confidence.
Dashboard reports
Quantify your achievements when all work has been completed and identify new opportunities to keep making things better.
Domain separation
Define opportunities at the domain level. Managed service providers can create continual improvement processes and tasks that cater the end customer’s needs.
Improvement register
Capture, monitor, and manage all improvement opportunities in a single place. Align initiatives with strategy by setting measurable goals and executing against them. Give managers a simple way to support and track end‑to‑end improvement processes.
Improvement requests
Discover new opportunities to improve based on company-wide suggestions. Add value across people, processes, and tools to increase efficiency.
Improvement workbench
Get a single‑pane‑of‑glass view into all improvements in flight, including details like current status, time to completion, and allocated resources.
Indicators and dashboards
Configure KPIs, set targets, track milestones, and watch trends and details to monitor your progress. Do it all easily using built-in dashboards.
Integration readiness
Find opportunities to progress within the ServiceNow ecosystem and the apps you use every day, and create records automatically. Proactively push continuous improvement across people, process, service, and technology. Increase efficiency and innovation, and gain a competitive advantage.
Planning framework
Streamline workflows with a simple structure to ensure ongoing improvement. Enhance services, functions, processes, teams, and individual work using the plan-do-check-act (PDCA) framework.
Process enhancements
Track the value of process improvements and take steps to maximize enterprise-wide efficiency.
Real-time analytics
Drill down into a process to understand the impact of improvements, identify gaps requiring remediation, and pinpoint processes that need revamping.
ServiceNow integrations
Embed continual improvement processes into a wide range of apps including Benchmarks, Performance Analytics, Vendor Manager Workspace, Audit Compliance, and Survey and Assessments, and functions like idea/demand/project/stories, and global risk.
Value realization dashboard
Monitor and view the progress of all tracked initiatives. Compare outcomes to expectations related to your organization’s overall business goals.
