Delaware Department of
Technology & Information

Delaware Department of Technology & Information

Employee Workflows

ServiceNow can help your employees be more efficient by delivering a next-generation work experience much like they’re used to using in their personal lives.
Below are some of the functions that can be utilized for employee workflows.


Below are some of the functions that can be utilized for Employee workflows.
Digital Workflows

Remove bottlenecks and integrate the processes and activities between people and systems.

Improve Business Outcomes

  • Automate routing of requests, approvals, decisions, and actions
  • Accelerate tasks and outcomes

Make Work More Efficient

  • Eliminate unnecessary or redundant steps and processes
  • Integrate disconnected processes

Deliver a Higher Quality of Service and Compliance

  • Reduce chance of errors
  • Monitor and audit end to end performance

Scale Your Business

  • Remove bottlenecks that limit transaction flows
  • Automate end-to-end processes of standardized repeatability

Extend Value of Existing Investments

  • Integrate existing applications and data
  • Address new use cases and requirements and improve current process flows
Incident Management

Streamline service restoration following unplanned disruptions

Rapidly Restore Service

  • Quickly determine the impact and potential cause of an incident
  • Easily search for solutions and workarounds in the ServiceNow Knowledge Base
  • Restore service even faster with self-service password resets and pre-defined automated fixes for common issues using ServiceNow Orchestration

Improve End-User Satisfaction

  • Provide anywhere, anytime service support with built-in mobile access
  • Empower users to find answers and get help through an intuitive, self-service portal
  • Encourage collaboration with embedded social tools such as chat windows and instant messaging

Drive Service Improvement

  • Provide real-time transparency into operations with configurable, role-based dashboards
  • Identify service improvement and training opportunities with survey and knowledge article capabilities
  • Drive decision making by monitoring Key Performance Indicator (KPI) trends with ServiceNow Performance Analytics
Knowledge Management

Capture knowledge from across the organization and package it up to make it readily available for shared use

Improve Workforce Effectiveness Through Self Help

  • Empower employees to easily search for knowledge through a self-service portal
  • Expedite knowledge creation and improve workforce engagement through social Q&A
  • Analyze knowledge consumption trends and take proactive action to improve service delivery
  • Expand knowledge management with multi-departmental knowledge base support

Reduce the Costs of Service Delivery

  • Reduce the number of ticket escalations by equipping service desk staff with actionable knowledge articles for most common problems
  • Integrate knowledge directly from incidents, problems, and change requests’ resolutions
  • Bootstrap your knowledge base directly from existing word document library through mass document import

Deflect the Number of Incidents

  • Propagate knowledge to prevent incident creation using contextual search
  • Enable employees to find HR information and policies, and retrieve legal guides without contacting the help desk
  • Access knowledge articles and get answers to questions on any device, anytime
Performance Analysis

Improve services and processes across the enterprise by providing actionable insights on a daily basis

Continuous Service Improvement

  • Discover process bottlenecks using role-based dashboards and identify tasks/approvals that can be automated to improve service delivery
  • Prevent SLA breaches by measuring leading performance indicators on a daily basis and take corrective action before poor performance impacts the business
  • Leverage best practice KPIs or define your own indicators and metrics for any service management process

Automate Information Gathering and Sharing

  • Standardize visualizations of data across the enterprise and limit the number of required metrics reports, and dashboards needed to drive service quality and minimize costs
  • Eliminate discussions whether or not the numbers add up as all data is based on the single system of record
  • Redirect your reporting resources to more important tasks and reduce time collecting data, crunching numbers in spreadsheets, and formatting PowerPoint decks
  • Empower stakeholders, workers, and executives to take action and achieve business goals using interactive, role-based dashboards

Actionable Reporting and Analytics

  • Visualize developing service trends in your processes and take action before they impact the business
  • Interact with role-based dashboards to personalize insight and drill down to the record level to discuss the pain points in your data
  • Proactively manage your processes by tracking the right metrics to ensure you meet your SLAs, increase customer satisfaction, and minimize cost
  • Prioritize work and drive down time to resolution by helping employees quickly identify work requests that are “at risk” – with just a single click
Problem Management

Minimize the business impact of service disruptions, and prevent future disruptions from occurring

Increase Business Productivity

  • Reduce the time and effort your agency spends resolving repeat incidents
  • Minimize service disruptions and their impact on the business
  • Speed resolution times by publishing solutions and workarounds in a knowledge base

Accelerate Root Cause Analysis Investigations

  • Determine the impact and potential cause of a problem with right-click access to service relationships and configuration item health
  • Correlate problems with recent activities, such as the changes, that may have caused them
  • Deliver superior troubleshooting quality and consistency using the Kepner-Tregoe structured problem analysis methodology

Improve Transparency and Communications

  • Provide real-time transparency into operations with configurable role-based dashboards
  • Give updates to all service subscribers through email with built-in subscription-based notifications
Service Catalog

End-users seek modern ways to interact with shared business services groups across their organization

Deliver a Modern Service Experience

  • Provide end-users with a single storefront to request any business service, backed by a single or multiple service catalogs
  • Provide a self-help interface to enable consumer-like interactions with other agency service providers such as HR, Facilities and IT
  • Achieve higher customer satisfaction by aligning service offerings with customer needs

Increase Operational Efficiency

  • Promote self-help and menu-driven requests to reduce service desk and call center workloads
  • Use the Catalog Item Designer feature to grant Service Owners the ability to create and maintain items in the service catalog, items that include workflow for approvals and multiple delivery teams
  • Eliminate duplication of effort, ensure accuracy of information, and speed up process execution with automated fulfillment across the enterprise

Deliver Insightful Financial Reporting

  • Publish service levels, including tiers and their respective cots to set user expectations
  • Use chargeback and differential pricing models to better manage demand
  • Use service catalog usage and cost data to better assess demand for services, service costs, and improvement opportunities
Service Level Management

ServiceNow® Service Level Management (SLM) is a comprehensive platform capability used to document and track all service level commitments between service providers and their customers.
Once defined, SLM provides detailed visualizations to easily understand active SLAs, automates notifications and escalations to keep all relevant parties informed, and provides access to key metrics to understand organizational performance against service commitments.
Centralize how you manage your service level agreements (SLAs), automate your workflow to avoid SLA breaches, and proactively manage SLAs at risk.

Centralized SLA Management

  • Define all service level commitments and monitor performance in one system
  • Easily document SLA, operational level agreement (OLA), and underpinning contract (UC) definitions services based on your organization’s requirements
  • Specify the schedule, timings, conditions, workflows, and other information required to meet agreements
  • Whether you are a provider or consumer, easily see service level expectations and real-time status updates

Workflow Automation

  • Deliver service consistently to reduce SLA breaches and improve customer satisfaction
  • Configure your workflows to take automated actions to support SLAs; for example, remind users to complete tasks or notify supervisors when an SLA is about to breach

Service Level Timeline

  • Gain detailed insight into the evolution of an SLA
  • Proactively manage SLAs at risk
  • Learn which related task events triggered SLA stage changes
  • See all SLAs associated with a related task View details such as the stage a task SLA is in and if it has breached
  • For a task SLA, see the actual and business elapsed time and percentage, and the actual and business time left in days and hours
Surveys and Assessments

With ServiceNow® Surveys, you can create surveys and collect responses around various aspects of service delivery, right from within the ServiceNow platform. With ServiceNow Assessments, you can evaluate, score, and rank items, processes, or projects. For example, you can assess projects that executives want to evaluate for effective management, or rate and compare a vendor’s goods and services.

Understand how your internal clients or customers experience your service delivery, assess your performance, and identify actions you can take to continually improve.

Integrated Experience

  • ServiceNow Surveys are available within the Now Platform™
  • Agents or Service Desk Managers can administer surveys without leaving the platform
  • Recipients can respond from within the Service Portal, giving them a consistent service experience

Consumer-Friendly Interface

  • Offer more modern and consumer-like business surveys
  • Take advantage of our mobile-friendly interface and allow users to respond from any device
  • Support the selection of multiple answers, offer ranking-type questions, and even allow recipients to respond with predefined emojis to indicate their level of satisfaction

Agent-Friendly Capabilities

  • Create, schedule, and send surveys from a single page
  • Save drafts until you are ready to publish the survey
  • Customize the color scheme, create conditional questions, and allow users to change their responses
  • Analyze results by category to get deeper insights faster
  • Enable easier auditing by deactivating surveys without deleting them

Fast Feedback

  • Create and get feedback on evaluations such as Vendor Assessment, Project Assessment, and Risk Assessment
  • Attach all relevant records in a single assessment
  • Assign sections of the assessment to specific stakeholders as needed

Want to Learn More?

DTI has a team of ServiceNow specialists that can help your agency utilize this platform. If you would like a demonstration, please contact your agency’s DTI Customer Engagement Specialist, or email, and we will be happy to show you how ServiceNow can make work work better for your agency.