Walk-up Experience – Service Desk

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Walk-up Experience

Get fast, expert help with in-person or remote support for your IT service needs. Resolve issues quickly and improve the hybrid workforce experience.

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Benefits of Walk-up Experience

Get fast, in-person guidance

Provide a transparent, comfortable, and efficient support experience via face-to-face interaction.

Scale for any hybrid experience

Allow users the flexibility to schedule remote sessions and get live help via online collab tools.

Access the experience with a single click

Book and manage appointments easily via the self-service portal.

Manage demand more effectively

Govern real-time visibility into demand and deliver fast, predictable service to employees.

Features of Walk-up Experience

Mobile-friendly experiences

Give people easy-to-use mobile experiences for finding, booking, and accessing walk-up services.

Position and service alerts

Let customers see their position in the queue, estimated service time, and any outage information.

Self-service portal

View active appointments and navigate to online check-in and booking links from one place.

Calendar integration

Easily track scheduled service with a calendar event via integrated third-party calendaring tools.

Additional features

Integrated dashboards

Let IT service managers see wait times and use CSAT data to guide business decisions like staffing.

Appointment scheduling

Schedule or reschedule appointments, get reminders, or cancel online or via mobile app.

Incident deflection

Give users the chance to self-resolve before entering the queue with contextual knowledge-base help.

Inventory data and stockroom integration

Give real-time visibility into asset information so technicians can deliver up-to-date information.

Automated incident and request creation

Convert walk-up appointments into incidents or request records without re-entering information.

Push and email notifications

Avoid wait times and send alerts to inform customers just before their turn in the queue.

Walk-up fulfillment

Make it easy for technicians to find answers and process walk-ups with Workspaces integration.

Satisfaction survey

Monitor customer experiences with a built-in, one-question survey to collect post-service feedback.

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Airbus Optimizes Logistics Chains with ServiceNow

How to get Walk-up Experience

Walk-Up Experience is available with IT Service Management. Transform the impact, speed, and delivery of IT.

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