Empower Your ServiceNow Users and Eliminate 5 Common Pain Points with Nexthink Adopt
How Nexthink Adopt Helps IT Teams and Employees Get the Most Out of Their ITSM
Organizations use ServiceNow to triage incidents, deliver services, and track changes. But just because ServiceNow is frequently used it doesn’t mean it’s intuitive for everyone.
The real challenge lies in how people use it.
For Employees Submitting Tickets
Nexthink Adopt in action: AI-powered overlays deliver in-the-moment guidance, training, and process support directly within ServiceNow, reducing IT tickets, improving data accuracy, and streamlining workflows for every user.
Imagine this: you’ve got a problem with your laptop or you’re onboarding a new vendor. You open up ServiceNow to log a ticket, but you’re faced with a maze of forms, categories, and required fields. You’re not sure what to choose. You don’t know what some of the fields means. You just want help.
So, what do you do? You guess. Or worse, you abandon the ticket and ping IT on Teams.
The result? Incomplete tickets, inaccurate data, and a service desk that now must chase down the context before they can start thinking about resolution.
For the Agents Resolving Requests
Now let’s flip it. You’re an IT agent swimming in tickets. But 40% of them are improperly categorized. There’s no supporting info. The ticket is urgent but it’s vague. You spend your morning rewriting requests, closing duplicates, and manually guiding users through processes they should’ve been able to do themselves.
Multiply that across an enterprise, and ServiceNow becomes less about automation and more about correction.
Enter Nexthink Adopt: Making ServiceNow Intuitive for Everyone
Nexthink Adopt isn’t here to replace ServiceNow. It’s here to enhance it by embedding smart, personalized guidance and AI-powered insights directly into the ServiceNow experience. Whether you’re raising a ticket, resolving one, or managing the system itself, Adopt ensures every interaction is smooth, contextual, and productive.
Let’s map it all out.
Pain Point #1: “I Don’t Know How to Submit This Ticket”
Solution: In-App Walkthroughs + Field-Level Tooltips + AI Writing Assistant
Adopt provides step-by-step guidance as users navigate ServiceNow. It highlights the right fields, offers tooltips to explain terminology, and triggers reminders for common errors. Then the AI Writing Assistant steps in, helping users write clear, compliant, and complete requests - no training required.
Result: Tickets are submitted faster, with more accuracy and fewer IT follow-ups.
Pain Point #2: “I Keep Getting These Same Questions Over and Over Again”
Solution: Contextual Self-Help + Desktop Pop-Ups + Smart Analytics
With Adopt’s embedded help panel and guided self-service, users can solve issues themselves without reaching out to IT. Desktop pop-ups proactively nudge users toward correct actions like using the right form or uploading documentation. And Adopt’s smart analytics reveals which processes cause the most friction, so IT can fix root causes instead of bandaging symptoms.
Result: 30–50% fewer tickets, and more time for strategic work.
Pain Point #3: “We’re Guessing at Why Adoption Is Low”
Solution: AI-Driven Predictive Analytics
Adopt continuously analyzes user behavior, process engagement, and ServiceNow performance. It doesn’t just show you where things are broken, it predicts where adoption will stall, or errors will happen. These insights fuel data-backed decisions to refine workflows, reduce noise, and prove value to the business.
Result: More proactive optimization. Less reactive firefighting.
Pain Point #4: “Training Doesn’t Stick”
Solution: Moment-in-Time Training + Process Reminders + Personalization
Forget dusty training decks. Adopt delivers just-in-time learning in the flow of work. New joiner? New process? New UI? They’ll be guided only when they need it. Personalization ensures employees see guidance that matches their role, location, or language.
Result: Better onboarding, faster ramp-up, fewer errors.
Pain Point #5: “Our Change Management Efforts Aren’t Working”
Solution: Targeted Desktop Pop-Ups + Multi-Channel Engagement + Predictive Insights
Rolling out updates in ServiceNow whether it’s a new form, workflow, or UI refresh often falls flat because users don’t know what’s changed or why it matters. Adopt solves this with targeted desktop pop-ups that reach employees outside the app, in-app announcements that meet them in the flow of work, and predictive analytics that monitor whether the change is actually being adopted. If it’s not, IT gets the signal before the complaints roll in.
Result: Faster adoption of changes, fewer support tickets, and a smoother path to digital transformation.
Built for the Full User Experience Not Just the In-App Experience
Most digital adoption platforms (DAPs) stop at the screen. Nexthink Adopt goes so much deeper.
It’s the only DEX-powered digital adoption solution built on the Nexthink Infinity platform meaning it doesn’t just overlay guidance. It goes beyond the surface to provide insight, automation and multi-channel communication . It connects what users do, how they feel, how systems perform, and where things go off the rails all in one place.
Why Adopt Is Especially Powerful for ServiceNow
It’s fast to deploy. Already using Nexthink? Then you’re a click away from turning on Adopt for ServiceNow.
It speaks IT. Built with service desk workflows, process optimization, and enterprise change in mind.
It doesn’t just guide, it learns. Predictive analytics and behavioral insights don’t require you to define the problem. They show you where it is.
It’s secure and smart. With features like the AI Writing Assistant, customized by your team and governed by AI guardrails, you can enforce brand, compliance, and business logic without micromanaging every message.
It sees what others can’t. Other DAPs see clicks. Nexthink Adopt sees the employee experience.
The Bottom Line
When ServiceNow is paired with Nexthink Adopt, it delivers a frictionless, intelligent, and deeply human part of your digital workplace.
Whether you’re trying to reduce IT tickets, accelerate digital transformation, or simply make work easier for the people using your tech, Nexthink Adopt ensures your ServiceNow users do their job even better.
And that’s the kind of adoption story worth sharing.
Want to see how Nexthink Adopt transforms the ServiceNow experience?
Get a Demo of Nexthink Adopt