Operations | Monitoring | ITSM | DevOps | Cloud

In our quest to make the world work better for everyone, ServiceNow updates the Now Platform every six months. To pull that off, we’re constantly working on many innovations. Our latest Tokyo release introduced scores of new solutions and modules to boost productivity, accelerate value, and ramp up organizational trust. Bringing those innovations together and ensuring they’re aligned with customer needs is a mindful and purpose-driven undertaking.

Managing technology services and operations can be like trying to jockey around road hazards in a vehicle that doesn’t have all the features you need for the drive. Just as your navigation technology helps keep your journey on track, full visibility into IT issues is vital. That’s what automated service operations offers. When different teams use different tools with different views of data, it can be a struggle to see if there’s a problem.

Digitalization is a strategic business objective in 80% of organizations, according to OCEG research sponsored by ServiceNow. Digitalization can have a significant impact on all areas of business, from risk and service operations to customer service. No matter where your organization is in its digital transformation journey, here are four resources that can help.

When a customer has a support question or needs help to solve an issue, they should encounter a smooth experience all the way through to resolution. But that’s not always the case. At ServiceNow, when customer feedback revealed areas ripe for improvement, our employees listened and upgraded two important support workflows: case creation and auto-agent. “We try to provide customers with self-service content,” explains Vikas S., a product manager at ServiceNow.

Technology leaders are expected to do a lot. Their business partners talk about evolution, agility, and the ability to change direction overnight in response to new and emerging threats and opportunities — with no loss of productivity. Keeping up with the pace of change while delivering on all the work that maintains the integrity and security of the business can be a daunting challenge.

The way that many organizations are operating has fundamentally changed over the past few years, and IT has been forced to evolve to keep pace. The good news is many teams are seeing their budgets for new tools and services increase. The bad news is the additional tooling doesn’t appear to be making a dent in IT support workloads (at least not yet). According to Zendesk, tickets filed by corporate employees jumped 31% last year.