Remedy to ServiceNow

Incident Management

04/14/2021
Why is EX important?

Great EX offers a We can win back and There is an external evidence

competitive advantage reinvest wasted time base
A drive to improve employee experience • We currently spend at least 13 hours per • x2.1 average revenue
will positively impact: month getting basic tasks done • x4.2 average profit
• Brand & reputation • The EX team is committed to liberating • x4.0 profit per employee
• Productivity 1 hr per week per employee • x11.5 likely to feature in Glassdoor’s
• Ability to attract and retain top talent
• We can encourage people to repurpose Best Places to Work
that time to driving positive change • x2.1 likely to feature in Forbes’ World’s
We need to act first to stay ahead of the
curve – and market awareness of the need to • This will include creating a world-class Most Innovative Companies
invest in EX is high. 28% of organisations working environment via “moments
identified EX as one of their top three that matter”
priorities in 2019.

Source: The Employee Experience Advantage, Jacob Morgan

Deloitte 2019 Human Capital Trends report (Wiley, 2017)

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We will get there using employee-centric design

Mobile-first, single digital platform to drive all day-to-day interactions &

1 access key information

2 Global standardized processes governed by speed and simplicity

Fast and efficient access to help and support whenever and wherever
3 needed

4 Personal human touch for key employee moments that matter most

A digital first work environment designed for virtual collaboration and

5 agile ways of working
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 Where are we on our journey?
Q2 Q3 Today Q4
High level Future State EX detailed Future State
model agreed design agreed

EX Design & re- Future

Future State
State model
model & & Detailed
Detailed design
design Future
Future State
State
planning transition
transition states (high
states (high level)
level) model
model && transition
transition states
states
EX plan re-
baselined
EX
EX Roadmap
Roadmap revision
revision

EX
EX Define,
Define, agree
agree and
and activate
activate market
market engagement
engagement
Market Globally
engagement/ Globally –– across
across all
all markets,
markets, coordinated
coordinated through
through EX
EX Geographic
Geographic Leads
Leads
planning
Development
Development &
& delivery
delivery of
of market
market specific
specific delivery
delivery plans
plans

Our next key

Una Global Implementation
milestone
UNABOT 30/06 UNABOT 15/08 UNAHUB
globally available globally activated Knowledge transition

Implementation SQM (Service Now Global Implementation)

22/08 SQM Go-Live 21/11 SQM Go-Lives
HR/Knowledge Completed Inc Finance, IT&WTS

31/12 New BSC

Integrated Helpdesk and Business Support Centre Global Implementation Operational

31/08 23/11
IHD for HR IHD for Finance IT&WTS
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Incident
It’s the same…. but different…..
What is the same…..

• Priority matrix and levels • Ability to create parent / child ticket relationships
• Ticket SLA based on users location • History of work notes
• Country holiday schedules • List view of all tickets in your group
• Secondary contact for ticket communications • Automatically ‘un-hold tickets after 5 business
• See customer details days
• See customers related tickets • See group team leader/owner
• Case type values • Opened / closed dates
• ‘Assign to me’ • Utilise helpfiles (service desk)
• Group membership (for active users)
 What is the different….. You
You can
can change
change your
theme
your
theme colours
colours

Unilever’s case management application will be

known as Una Agent Workspace Right
Right clicking
clicking gives
gives you
you
access
access to
to more
more actions
actions

New Features & Improvements

Create
Create custom
custom navigation
navigation
• Fulfiller dashboard for day to day workload management menu
menu for your most
for your most used
used
• Team leader dashboard for day to day workload management items
items
• Add tickets to your watch list to easily track progress
• Manage tickets from list view with the ability to bulk update
• Clearly see the ticket SLA progress (Response & Resolution) Use
Use ** as
as the
the wildcard
wildcard for
for
• Colour coded SLA status of ticket (list view) searching
searching
• Easily identify through colour coded alerting if there are current outages or P1 issues with a service
• Simple process to propose a P1 to the MIM team
• One click to see customers related tickets (open/resolved) Use
Use the
the global
global search
search toto
• Search all IT knowledge on ticket creation find
find ANY
ANY ticket
ticket by
by its
its
• Create IT knowledge from ticket reference
reference number
number
• See knowledge articles viewed by user
• Uncluttered layout
Press
Press Ctrl
Ctrl &
& Click
Click to
to open
open
• Customer can add updates and respond to fulfiller questions through Una portal anything
anything in
in aa new
new window,
window,
• UniOps unified communications & survey never
never loose
loose you
you place!
place!
• Self Service Incidents, routed to service primary support group
Item Remedy ServiceNow
Definition Critical (priority 1) Major (priority 1)
Field Name Contact Watch list
Field Name Service Solution Service Offering
Field Name Impact Urgency
Field Name Summary Short Description
Field Name Reported Source Contact Type
Field Name Assigned Group Assignment Group
Field Name Assignee Assigned to
Field Name Status State
Field Name Work Detail Work Notes
Field Name Status Reason Resolution Code
Field Name Resolution Resolution Notes
Field Name Status Reason On Hold Reason
Process Assignment rules Automatic routing to service support group
Terminology Agent Fulfiller

**Assignment Group names have been aligned to conform to the standard naming convention –
communication on the changes will be distributed**
Demo
Next Steps
Further Sessions

We have a further 2 Incident Management sessions (repeats) on Wednesday.

Day Time
0900 am (UK Time)
Wednesday 21 October
st
1400 pm (UK Time)

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Continue Learning
The training team have created more training for you to work through and this is in the form of:

1. Knowledge articles which explain aspects of the Incident process in more detail
2. Access to a training environment to access the below articles and in addition use this to play / get
familiar
Title
Create, submit and assign a new incident to yourself in Una Agent Workspace
Resolve and close an Incident in Una Agent Workspace
Create a knowledge article from an Incident in Una Agent Workspace
Create Incident Task in Una Agent Workspace
Put an Incident on hold in Una Agent Workspace
Create child incident of a parent incident in Una Agent Workspace
Copy an Incident in Una Agent Workspace
Create other tickets from an Incident in Una Agent Workspace
Propose an Incident as a Major Incident in Una Agent Workspace
Attach a knowledge article in Una Agent Workspace

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Join us on Yammer

IT – Remedy to Una (Powered by

ServiceNow)

Any questions / issues please use the Yammer page.

The project team will also post a weekly summary on the above
yammer page

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