{"id":5877,"date":"2024-08-05T06:55:04","date_gmt":"2024-08-05T06:55:04","guid":{"rendered":"https:\/\/anakage.com\/blog\/?p=5877"},"modified":"2026-04-15T15:40:35","modified_gmt":"2026-04-15T10:10:35","slug":"streamlining-itsm-with-servicenow-and-anakage-cobots","status":"publish","type":"post","link":"https:\/\/www.anakage.com\/blog\/streamlining-itsm-with-servicenow-and-anakage-cobots\/","title":{"rendered":"Streamlining ITSM with ServiceNow and Anakage Cobots"},"content":{"rendered":"<p>Integrating ServiceNow with Anakage Cobots can significantly enhance IT Service Management (ITSM) capabilities, making processes more efficient and user-friendly. <strong>Streamlining ITSM with ServiceNow and Anakage Cobots<\/strong> promotes self-service, automates routine tasks, and ensures comprehensive tracking and documentation of user interactions. Below are three types of integration with ServiceNow:<\/p>\n<h2><strong>Pre-Ticket Creation Integration<\/strong><\/h2>\n<p>Before a user creates a ticket, they are directed to interact with Anakage Cobots. This integration aims to promote self-service within the ITSM system by providing users with solutions through the cobots, potentially deflecting the need to create a ticket. The methods vary based on organizational culture and capacity to manage changes:<\/p>\n<div style=\"width: 640px;\" class=\"wp-video\"><!--[if lt IE 9]><script>document.createElement('video');<\/script><![endif]-->\n<video class=\"wp-video-shortcode\" id=\"video-5877-1\" width=\"640\" height=\"344\" preload=\"metadata\" controls=\"controls\"><source type=\"video\/mp4\" src=\"https:\/\/anakage.com\/blog\/wp-content\/uploads\/2024\/08\/ServiceNow-Profile-1-Microsoft_-Edge-2024-04-08-17-15-10-1.mp4?_=1\" \/><a href=\"https:\/\/anakage.com\/blog\/wp-content\/uploads\/2024\/08\/ServiceNow-Profile-1-Microsoft_-Edge-2024-04-08-17-15-10-1.mp4\" target=\"_blank\" rel=\"noopener\">https:\/\/anakage.com\/blog\/wp-content\/uploads\/2024\/08\/ServiceNow-Profile-1-Microsoft_-Edge-2024-04-08-17-15-10-1.mp4<\/a><\/video><\/div>\n<ul>\n<li><strong>Knowledge Base Articles<\/strong>: Hyperlinks to Anakage Cobots are embedded within KB articles. Users can read the article and click on the link to use the cobots for automatic issue resolution.<\/li>\n<\/ul>\n<p><img fetchpriority=\"high\" decoding=\"async\" class=\" wp-image-5886 aligncenter\" src=\"https:\/\/anakage.com\/blog\/wp-content\/uploads\/2024\/08\/Picture2-632x230.png\" alt=\"Search box\" width=\"529\" height=\"192\" srcset=\"https:\/\/www.anakage.com\/blog\/wp-content\/uploads\/2024\/08\/Picture2-632x230.png 632w, https:\/\/www.anakage.com\/blog\/wp-content\/uploads\/2024\/08\/Picture2-1020x371.png 1020w, https:\/\/www.anakage.com\/blog\/wp-content\/uploads\/2024\/08\/Picture2-768x280.png 768w, https:\/\/www.anakage.com\/blog\/wp-content\/uploads\/2024\/08\/Picture2.png 1104w\" sizes=\"(max-width: 529px) 100vw, 529px\" \/><\/p>\n<ul>\n<li><strong>Get Help<\/strong>: Similar to the Knowledge Base, users seeking help are provided hyperlinks to Anakage Cobots, guiding them to solve issues automatically.<\/li>\n<\/ul>\n<p><img decoding=\"async\" class=\" wp-image-5887 aligncenter\" src=\"https:\/\/anakage.com\/blog\/wp-content\/uploads\/2024\/08\/Picture3-632x393.png\" alt=\"KB article\" width=\"510\" height=\"317\" srcset=\"https:\/\/www.anakage.com\/blog\/wp-content\/uploads\/2024\/08\/Picture3-632x393.png 632w, https:\/\/www.anakage.com\/blog\/wp-content\/uploads\/2024\/08\/Picture3-768x477.png 768w, https:\/\/www.anakage.com\/blog\/wp-content\/uploads\/2024\/08\/Picture3.png 906w\" sizes=\"(max-width: 510px) 100vw, 510px\" \/><\/p>\n<ul>\n<li><strong>Virtual Agent<\/strong>: In response to specific user queries, the Virtual Agent provides links to Anakage Cobots, assisting users in resolving their issues.<\/li>\n<li><strong>Anakage Home Page<\/strong>: A hyperlink on the main ServiceNow page redirects users to a page listing all available automated\/guided solutions and cobots.<\/li>\n<\/ul>\n<p><img decoding=\"async\" class=\" wp-image-5889 aligncenter\" src=\"https:\/\/anakage.com\/blog\/wp-content\/uploads\/2024\/08\/webdownload-632x215.png\" alt=\"How can we help?\" width=\"514\" height=\"175\" srcset=\"https:\/\/www.anakage.com\/blog\/wp-content\/uploads\/2024\/08\/webdownload-632x215.png 632w, https:\/\/www.anakage.com\/blog\/wp-content\/uploads\/2024\/08\/webdownload-768x262.png 768w, https:\/\/www.anakage.com\/blog\/wp-content\/uploads\/2024\/08\/webdownload.png 845w\" sizes=\"(max-width: 514px) 100vw, 514px\" \/><\/p>\n<ul>\n<li><strong>While Creating a Ticket<\/strong>:\n<ul>\n<li><strong>Hyperlink Solutions<\/strong>: Hyperlinks to all solutions for the selected category are available to users before they create a ticket.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li><strong>Embedded Anakage Self-Help Portal<\/strong>: The Anakage Self-Help Portal is embedded within ServiceNow, providing direct access to automated solutions.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h2><strong>Post-Cobot Interaction Integration<\/strong><\/h2>\n<p>After a user interacts with Anakage Cobots, if the issue is not resolved, a ticket is automatically created in ServiceNow in an open state. If the issue is resolved, a ticket is still created but in a closed state. This ensures proper tracking and documentation of all user interactions and resolutions, thereby <strong>streamlining ITSM with ServiceNow and Anakage Cobots<\/strong>.<\/p>\n<h2><strong>Automated Action Integration<\/strong><\/h2>\n<p>When the intent of the user is well-defined during ticket creation, certain actions can be executed automatically without further intervention. For example:<\/p>\n<ul>\n<li><strong>Software Installation<\/strong>: As soon as the user raises a ticket for software installation, the software is automatically installed without further steps needed from the user.<\/li>\n<li><strong>Software Uninstallation<\/strong>: Any software needing uninstallation can also be handled in a similar workflow.<\/li>\n<\/ul>\n<p>By leveraging these integrations, organizations can streamline their ITSM processes, reduce manual intervention, and enhance the overall user experience.<\/p>\n<ul>\n<li><a href=\"https:\/\/www.servicenow.com\/\" target=\"_new\" rel=\"noreferrer noopener\">Learn more about ServiceNow<\/a><\/li>\n<li><a href=\"https:\/\/anakage.com\/proactive-and-self-healing-cobots.html\" target=\"_new\" rel=\"noreferrer noopener\">Explore Anakage Cobots<\/a><\/li>\n<li><a rel=\"noreferrer\">ServiceNow Integration Guide<\/a><\/li>\n<li><a rel=\"noreferrer\">ITSM Best Practices<\/a><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Integrating ServiceNow with Anakage Cobots can significantly enhance IT Service Management (ITSM) capabilities, making processes more efficient and user-friendly. Streamlining [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":5879,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_themeisle_gutenberg_block_has_review":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[48,4,33,36,281,280],"tags":[],"coauthors":[88],"class_list":["post-5877","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-anakage-deployment","category-anakage-for-enterprises","category-it-help-desk","category-self-service-automation","category-technology-and-solution-choices","category-user-experience"],"views":203,"jetpack_featured_media_url":"https:\/\/www.anakage.com\/blog\/wp-content\/uploads\/2024\/07\/anakageservicenow1.jpg","jetpack_sharing_enabled":true,"amp_enabled":true,"_links":{"self":[{"href":"https:\/\/www.anakage.com\/blog\/wp-json\/wp\/v2\/posts\/5877","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.anakage.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.anakage.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.anakage.com\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.anakage.com\/blog\/wp-json\/wp\/v2\/comments?post=5877"}],"version-history":[{"count":1,"href":"https:\/\/www.anakage.com\/blog\/wp-json\/wp\/v2\/posts\/5877\/revisions"}],"predecessor-version":[{"id":8308,"href":"https:\/\/www.anakage.com\/blog\/wp-json\/wp\/v2\/posts\/5877\/revisions\/8308"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.anakage.com\/blog\/wp-json\/wp\/v2\/media\/5879"}],"wp:attachment":[{"href":"https:\/\/www.anakage.com\/blog\/wp-json\/wp\/v2\/media?parent=5877"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.anakage.com\/blog\/wp-json\/wp\/v2\/categories?post=5877"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.anakage.com\/blog\/wp-json\/wp\/v2\/tags?post=5877"},{"taxonomy":"author","embeddable":true,"href":"https:\/\/www.anakage.com\/blog\/wp-json\/wp\/v2\/coauthors?post=5877"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}