Genesys Cloud - Main

We are currently in the process of implementing ServiceNow as our new ITSM platform. One of the driving factors for selecting SNOW as our new platform was the Unified Experience integration. As we prepare to begin the integration, we've found that the majority of what Unified Experience offers is geared more towards CSM and not ITSM. We were able to get confirmation that the ITSM workspace in SNOW does support Unified Experience however, almost all of the documentation from both Genesys and SNOW is still focused on CSM. I'm looking to see if anyone has had success integrating with SNOW ITSM workspace or anyone currently in the implementation phase and what your experiences have been and anything we might need to be aware of before we get started. 

For context, we utilize Genesys for our internal IT Help Desk supporting roughly 12,000 employees.

Any and all input is welcome!

#API/Integrations

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Thomas Fonville
Choctaw Nation of Oklahoma
Product Manager | Genesys CX
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Hello Thomas, 

Yes, ITSM Workspace does support Unified Experience and can be deployed without requiring CSM Workspace. If your primary use case is voice for an internal IT Help Desk, ITSM is a good fit and supports features like call controls, transfers, wrap-up codes, agent status synchronization, and embedded telephony within ServiceNow.

The main thing to be aware of is that ITSM currently supports voice only. Digital channels such as chat, messaging, and social are only available through the CSM experience. So if voice is all you need today, ITSM should work well. If digital channels are part of your future plans, it's worth considering that limitation as you design your solution.

I would also love to hear how others have implemented this integration as well. 

Hope this helps!

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Cameron
Online Community Manager/Moderator
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