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ServiceNow-Tokyo2022-法人向けサービス運用部門へのServiceNow導入事例紹介

someone

26 11月, 2022

以下ServiceNow World forum 2022の内容

「法人向けサービス運用部門へのServiceNow導入事例紹介」（Softbank）

の中で個人的に気になったところを抽出

---

対象部門:オペレーション部門が多い

部門が抱える課題:老朽化・分散手続・手動オペレーション

開発ロードマップ:3Stepの導入プロセス

チケットシステム・窓口業務のリプレイス
効率化・機能向上
将来施策に寄与するソリューション

ServiceNow選定理由

Softbankの概要

Case
Incident
Knowledge
Event
Catalog

■特色

標準機能としての翻訳を導入

実装方法：GCPのTransion API利用

画面系：ホーム

画面系：カタログ

画面系：カタログ：CPGの利用が想定

画面系：ホームの統一感とバーチャルエージェント

将来目標:

顧客接点はWeb一本化
一次受付と二次受は自動化
障害予兆のプロアクティブ通知

---

運用特化型企業

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