An intelligent application that complements and extends ServiceNow by enabling customers to
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Easily request and trigger work order activity from ServiceNow for dispatch to a third-party contractor, service provider or internal technician
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Track work order results through to completion, allow for invoicing and payment through the ServiceChannel platform
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Access all related data and results for a single system of record
Key Features
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Automated Ticket / Work Order Creation : Tickets submitted through the ServiceNow
interface (Service Catalog) automatically flow to ServiceChannel’s Service Automation
platform
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Automated Status Update : Third party contractor or internal tech updates to work order
status and notes/communications are automatically passed between platforms
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Complete Work Order Lifecycle Management: Track work order results through to
completion, allow for invoicing and payment through the ServiceChannel platform
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Dashboard Access : Specific function-appropriate views at technician level, C-suite level,
etc.
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Event-based Alerts/Notifications : Create ServiceNow alerts and notifications (email or
SMS) for users tied to a work order on any triggering activity/condition (e.g. work order
updated)
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Scheduled Work Orders : Easily schedule planned and/or required recurring preventive
maintenance services
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Integrated Provider Management : Source, manage and pay third party (external) service
providers and contractors, as well as track internal technicians from the same system
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Reporting : Extensive reporting capabilities across both systems providing any level of detail
and work order lifecycle information (e.g. open work orders to payments to spend analytics)
With ServiceChannel Facilities Management, ServiceNow customers can take advantage of the comprehensive facilities management functionality of ServiceChannel’s Service Automation platform. The application provides seamless integration between the two platforms, allowing ServiceNow users to manage all service requests through a single interface and maintain a single system of record.
With this application, ServiceNow users enter requests similarly as they do now, creating ‘ServiceChannel’ work orders in the ServiceNow platform. These work orders automatically create a ‘linked’ work order in Service Automation for dispatch to a third party contractor, service provider or internal technician. Updates to a work order’s status in Service Automation automatically update the work order in ServiceNow, ensuring a consistent consolidated view of all service activity and a single system of record.
- ServiceNow
- ServiceChannel
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