We measure a lot of our ITSM success through increments of time. But mean time to resolution, time on page in the knowledgebase, and cases-per-hour aren’t just go-to metrics. They set the cultural expectations for our service teams – that improving service times, without sacrificing quality, is paramount.
Look around your desk, and you probably see a variety of tools that make you more productive — an ergonomic chair, a mug of coffee or tea, a notepad, or a charger. As individuals, we put great thought into making our personal space productive, a habit that many organizations have yet to fully replicate in their digital workspaces.
Chatbots are rising in popularity, both in consumer and enterprises circles, because they are quick, sometimes clever, and ultimately help workers and customers get answers to common questions without bogging down your service team. As part of our ITSM Professional package, ServiceNow’s Virtual Agent far exceeds some of the chatbots you may have used in your personal life for one simple reason – access to information.
CareAR announces the availability of its ServiceNow integration, providing an innovative industry solution seamlessly extending enterprise-grade augmented reality (AR) visual support as part of a ServiceNow digital workflow experience.
How to allow customers to easily request data privacy under the California Consumer Privacy Act Julie, who recently took up baking cupcakes as a hobby, is furious—and not about her culinary skills. She hadn’t realized how much of her personal information the company from which she bought her supplies had harvested and sold, without her express permission.
ServiceNow, the leading digital workflow company making work, work better for people, today announced it has signed an agreement to acquire Sweagle, a Belgium based configuration data management company. The transaction will extend ServiceNow’s DevOps and IT Operations Management (ITOM) capabilities, giving customers the ability to leverage machine learning to identify and help prevent potential misconfigurations from causing outages in produc
The California Consumer Privacy Act (CCPA) is a new act that strengthens and unifies data protection for consumers by giving California residents more control over their personal information. This regulates not only how it is collected and used, but also, how it is sold by companies. The CCPA went into effect January 1, and enforcement will begin July 1.
Uber, Coca Cola European Partners, State of North Carolina, BankUnited, and AmeriGas Using ServiceNow Safe Workplace Apps to Make Returning to Work, Work for Everyone In only four weeks since the initial release of ServiceNow’s Safe Workplace apps, close to 400 customers worldwide have implemented over 1,600 app installations to manage the safe return of their employees.
When I listen to our telecommunications customers describe their biggest frustrations, a consistent theme is the need to seamlessly connect across silos, systems, and processes. Work should be intuitive.
The first five weeks of Knowledge 2020 covered a succession of core themes—Accelerate, Build, Succeed, Connect, and Dream. The theme of the sixth and final week of this epic virtual experience is an appropriate one: Act. As in, put all this Knowledge know-how to work with our employees, our customers, and in our jobs. Week 6 covered this ground in style.
ServiceNow Safe Workplace apps make returning to the workplace work for everyone As we continue to navigate the complexities of COVID-19, top of mind for enterprise leaders is how to safely re-open and return employees to the workplace. Getting here has been no small feat, and returning to our workplaces will not be, either.
One major highlight of Week 5 at Knowledge 2020 was CEO Bill McDermott’s “Dream” keynote presentation, during which he was joined by chief product officer CJ Desai and Amy Lokey, head of design and UX. McDermott led off by explaining how a “workflow revolution” is underway in global business. Powered increasingly by machine learning and artificial intelligence, digital workflows are dramatically improving work experiences for employees and customers, McDermott said.
Between now and 2024, businesses are expected to spend more than $7 trillion on digital transformation. There’s a lot at stake with those investments, said ServiceNow CEO Bill McDermott, in this week’s “Dream” keynote at Knowledge 2020. “The [companies] today that are more digitally transformed will have a real advantage over their peer groups,” he said. “If you look at results, they’re already gaining market share.”
ServiceNow’s CIO and chief talent officer on what to expect in the months ahead The COVID-19 pandemic has turned the world of work upside down. As organizations and their employees navigate an uncertain future, one thing is clear – the traditional workplace will never be the same. In a recent CBS News poll, fewer than half the respondents (44%) said they would be comfortable going to a workplace outside the home.
The million-dollar question we are hearing on an almost daily basis is ‘when will we have a vaccine for COVID-19?’. According to many sources, including the New York Times, it may still be a long way off. This means the prospect of living in the ‘new normal’ is something we may need to accept and adapt to for quite some time.
Financial services is no stranger to disruption. From fintech to blockchain and beyond, the industry has bobbed and weaved through a decade of constant change. The good news is that this experience makes the industry uniquely positioned to lead through the challenges of COVID-19. The bad news is that those financial organizations that can’t rise to the task can lose the trust of customers counting on them in their time of need.
Think about it. Without the efforts of communication service providers (CSPs) who handled a massive surge in traffic patterns, it would be much more difficult to work from home, learn online, or binge Tiger King. However, while they rose to the challenge, it also exposed the need for more agility in communications operations, sparking a renewed focus on the need for service transformation.
