Accelerating ServiceNow Adoption with Nelem’s Service Starter 

Organizations often struggle with manual service request processes, relying on inefficient email-based communication. Nelem’s Service Starter provides a rapid onboarding solution for ServiceNow, enabling automation and structured handling of service requests within days. 

The Challenge The client relied on a manual, email-driven process for service requests, leading to: 

• Inefficiencies due to lack of automation. 

• Tracking difficulties with scattered email chains. 

• Delayed responses caused by inconsistent handling. 

• Increased workload on support teams managing assignments manually. 

The Solution Nelem designed an Email-to-Ticket automation process in ServiceNow, ensuring that service requests sent via email are seamlessly converted into Catalog Items. With flows managing Request Item Tasks (RITMs) and TASKs, the system streamlines assignment, tracking, and resolution processes. 

Customer Perspective: Automated Service Request Handling 

Issue: Customers previously submitted service requests via email, often experiencing delays and inconsistent follow-ups. 

Solution: 

• Use Case: John sends an invoice-related request to APInvoice_NO@xyz.com. 

• ServiceNow Features Used:  

• Email Monitoring & Mapping to convert emails into structured tickets. 

• Automatic Ticket Creation with parsing logic to extract relevant details. 

• Notifications & Acknowledgment emails informing John about ticket status. 

• Outcome: John’s email is automatically logged as a ServiceNow ticket. He receives an acknowledgment email, a ticket number, and status updates throughout the resolution process. 

Support Agent Perspective: Enhanced Ticket Management 

Issue: Support agents struggled with prioritization, assignment, and resolution tracking, leading to delayed responses and missed notifications. 

Solution: 

• Use Case: Jane, a support agent, logs into ServiceNow and views her dashboard, where:  

• Tickets are categorized by priority and SLA. 

• Tasks are auto-assigned based on subcategories but can be reassigned manually if needed. 

• Automated notifications update customers when tickets are created or resolved. 

• ServiceNow Features Used:  

• Dashboards & Modules for ticket prioritization and tracking. 

• SLA Monitoring to ensure timely responses. 

• Categorization Logic & Workflow Automation to streamline task assignments. 

• Outcome: Jane efficiently manages her workload, prioritizing urgent tickets while ensuring all service requests are resolved promptly. 

Key Benefits & Business Impact  

✅ Increased efficiency – Automated ticket creation reduces manual workload.  

✅ Improved tracking & visibility – Customers receive structured updates.  

✅ Faster response times – Prioritization ensures high-impact tickets get attention first.  

✅ Reduced errors – Automation minimizes human intervention in task assignments.  

✅ Enhanced agent productivity – Dashboards simplify workload management. 

Conclusion Nelem’s Service Starter accelerates the adoption of ServiceNow, replacing manual, inefficient processes with a fully automated, structured system. With enhanced tracking, seamless email-to-ticket conversion, and automated workflows, organizations can now manage service requests with greater efficiency and accuracy. 

Nelem Solutions – Transforming Business Processes with ServiceNow Looking to streamline your service request management? Contact us today to implement ServiceNow in days, not months!