Every firm builds its own ServiceNow catalogue, forms and rules. Outcomer shows staff each step on their own screen, from your procedures, so fewer "how do I…" questions reach the service desk.
Book a 10-minute demoAfter the demo, we’ll set up your department free of charge. A small trial confirms it’s accurate, then a larger trial measures the drop in support queries.
We check every step works before your staff see it.
Outcomer isn’t a library of ready-made ServiceNow guides. We build your guides from your own procedures, on your own ServiceNow set-up, and test each one before your staff use it.
Your employees and service-desk agents get the answer on screen, in ServiceNow and the systems around it, instead of interrupting a colleague or raising a ticket.
Training and portal guides cover the basics. Outcomer answers the questions that come up later, on screen in ServiceNow, using your own procedures.
General answers for the standard product. Your own set-up may differ, and that’s what Outcomer follows.
Find the item in the Service Catalog, fill in the form and add any attachments. Select Order Now, then check out. In the order confirmation you can choose who the item is for; your own name is the default. Your set-up may differ, as each firm builds its own catalogue.
After checkout, the Order Status page shows your request number, estimated delivery date and status. Later on, use the Requests menu or the My Requests widget on the catalogue home page. Your portal may label these differently.
Select My To-dos in the Employee Center menu bar, or go to My Approvals under Self-Service. Pick the approval to see its details, then approve, reject or delegate it. By default a rejection needs a comment and an approval doesn't.
Additional comments can be seen by the caller and anyone on the watch list, so use them for updates the user should read. Work notes are internal and the caller can't see them. Check your desk's rules on what goes where, as your set-up may differ.
When an incident is On Hold and the caller updates it, the hold reason is cleared and the state returns to In Progress. The assignee and the watch list are notified. If you put an incident on hold awaiting the caller, an additional comment is required.
If an incident is on hold awaiting caller information and the caller doesn't reply, ServiceNow can resolve it automatically. By default it tries three times, one business day apart. Your firm may have changed these settings.
Open the incident and complete the resolution information, including the resolution code and resolution notes. Click Resolve and the incident moves to Resolved. It closes later, once it has been resolved for a set period. Your set-up may make other fields mandatory.
Yes, while it is still Resolved. Use the Reopen option on the incident, in the portal or on the form, or the reopen link in the resolution email. It goes back to In Progress. A Closed incident can't be reopened, so follow your desk's process for raising a new one.
Click the filter icon to open the condition builder. Choose a field, an operator and a value, and add more conditions with AND or OR. Click Run to apply it, or Save to keep it. Depending on your access, you can save it for yourself, a group or everyone.
If your employees and service-desk agents ask questions like these every week, Outcomer answers them on their own screen, using your own ServiceNow set-up and procedures.
See which ServiceNow tasks staff ask about most, which procedure answered each question, and whether it was finished or passed to your support desk. Your IT team can export it at any time.
Outcomer never reads, uses or keeps the data in your systems. It finds each box and button by its label, never what’s typed in it, takes no screenshots, and works from your procedures, not your records.