Sharron Dawes knows the San Diego Tech Lounge well. Sharron, who was
previously a neuropsychological researcher at UC San Diego, is
ServiceNow’s only dedicated statistician on the Core Platform/Machine
“My needs from the Tech Lounge and Help Desk have been a little
unusual,” she says.
Sharron recently needed to upgrade her standard-issue laptop. She
works on HealthScan, software that assesses the health of ServiceNow
cloud instances to spot performance issues. A typical analysis might
involve 140,000 rows of data and more than 3,000 variables. To handle
that level of data crunching, in her first months on the job, Sharron
was working with three laptops: two for analyses and one for email.
“It was taking me 10 hours to do an analysis that should have taken
six minutes,” says Sharron. “We had to find a faster, more efficient way.”
Enter the Tech Lounge, where Sharron worked with techs to find a
better computer. The technicians researched the options and ordered
her a Lenovo P52 gaming laptop.
“The promptness of replies, willingness to go above and beyond,
professionalism, and attitudes were just fantastic,” says Sharon of
her friends at the Tech Lounge. “They made it a pleasure to interact
The biggest payoff: she can run analyses in minutes, not hours.
Automating the routine
The role of the Tech Lounge will continue to evolve, says Mirza, as
more automation comes into play. For example, when VPN connectivity
issues became a common issue—draining productivity and creating
frustration—IT got busy looking at how it could proactively fix this
issue, a hugely complicated process involving multiple vendors.
Using machine learning and AI, the AIOps team designed a workflow
that automatically identifies VPN issues as they occur, creates a
ticket, and notifies a technician. Technicians, like Darpan, then
reach out to the affected employee via instant message to resolve the
issue. If multiple tickets about an issue like VPN begin popping, they
are automatically combined into a parent incident and the appropriate
teams are notified.
Automation is even changing how employees get new applications.
Instead of requiring a technician to log in as an administrator,
employees can install the software with a simple challenge code from
the technician, minimizing time spent in the Lounge downloading software.
“We are always finding new ways to improve how and where employees
work,” says Mirza. “That translates to happier employees and
technicians, who can then focus on other things, like educating
employees new technologies like the Now mobile app and the desktop chatbot.”