Minesh Patel, senior manager of support account management at ServiceNow, and JP Renaud, senior director of support management at ServiceNow, contributed to this blog. As part of our customer service and support team, the ServiceNow support account management (SAM) and customer escalations (CE) teams are committed to averting situations where performance affects customers’ ability to operate their business.

On a video call, a customer asked why I had a stack of boxes behind me. That’s one of the things about Zoom—you get glimpses into other people’s worlds. My world is full of cardboard. I moved to a new home on the East Coast a few months ago, and unpacking is a slow process. The boxes are full of business books. I have a healthy collection, and my latest addition is Think Again by Adam Grant, the top-rated professor at the University of Pennsylvania's Wharton School.

Professional service management software is not a luxury for modern service businesses; it's a necessity that ensures greater profitability and growth potential. Professional service management tools are crucial for growing service businesses. As a service business owner, it's never been more important to consider investing in automation solutions to maximize the efficiency of your workforce.

It’s finally the most wonderful time of the year, and this calls for a blog post on what service desk agents really want for Christmas! In addition to a warm blanket, a holiday watchlist, and a steaming cup of hot cocoa, IT agents could also use these service management functions for an extra merry holiday season. Continue reading to find out what they are.

(This article originally appeared in IT Pro Portal) The service desk as we know it isn’t going to vanish into thin air. But, there are some clear indications that the concept of the service desk as we know it is already evolving into something else, something more innovative. The old way of responding to tickets and problem-solving in silos is over.

Now more than ever, Service Desk teams are overwhelmed with tickets as they support a hybrid workforce. Improving metrics like Mean Time to Resolve (MTTR) and First Call Resolution (FCR) is crucial for running an efficient Service Desk and keeping other employees happy and productive.

A Benjamin Franklin quote, “An investment in knowledge pays the best interest,” has always inspired me. Education gives people the confidence to dream big and tackle obstacles they might not have undertaken. IT learning also provides an interesting dilemma for any organization. Employees have access to a wide array of learning resources with varying quality and relevance, but they only have a finite amount of time to spend on it. We can supply IT learning opportunities.