Operations | Monitoring | ITSM | DevOps | Cloud

The Knowledge 2021 Digital Experience, our annual user conference, includes sessions from ServiceNow customers and partners about how they’re leveraging the Now Platform to grow their businesses and reshape their industries.

In this blog, we will walk through the scenario of sending or E-bonding ServiceNow incidents to 5 destinations simultaneously, using Robotic Data Automation and AIOps Studio. E-bonding refers to a scenario where data is delivered (one-way) or synchronized (two-way) between two or different systems, which are typically under different administrative boundaries. E-Bonding term originally appeared in Service Provider and Telco space (see: ATT E-Bonding).

COVID-19 accelerated many of the changes that were happening at work pre-pandemic, setting off a spike in innovation as companies developed new workflows to address these changes. According to ServiceNow’s 2021 Employee Experience Imperative Study that surveyed 3,000 employees at large enterprise companies in North America and Europe, 62% of employees believe COVID-19 will have a significant impact on their work experience for years to come.

Multi-cloud architectures have long been hyped for their performance, reliability, and cost savings—and adoption is soaring. According to a 2020 survey from IDG, 55% of organizations use two or more public clouds. Yet 79% of these adopters struggle to achieve synergy across multiple platforms. These concerns are echoed in the public sector.

Reining in costs and ensuring your IT organization maximizes its technical ROI is a delicate balancing act of office politics and well-rooted processes. IT cost challenges tend to vary from business to business, but they have one thing in common: they’re all manageable. Taking the time to study the most common IT revenue black holes starts with developing an in-depth understanding of how each one can affect IT productivity and the business’s bottom line.

If you want to improve your customer operations, your attention must turn to your NPS score. The Net Promoter Score for your organization should never be overlooked. This can provide you with vital insights into how your services are perceived by customers. Those actively attempting to improve their NPS scores should focus on improving customer operations. Those running customer-centric businesses recognize the undeniable importance of operating around their needs.

You’re probably familiar with the many benefits of licensing software using a SaaS (Software-as-a-Service) model. The most frequently touted benefit is that you pay only for what you use when you use it. Additionally, you don’t have to worry about upgrading, or server maintenance, or security. That’s all taken care of. However, even using a SaaS model, you still need to monitor and manage costs, which can be a challenge if you are working with several suppliers.

Effective MSP management is never more crucial than during a time of crisis—find out what you can do to improve effectiveness when disaster strikes.

Digital transformation is a strategic initiative of the federal government and has been for years, but adequate funding has never been appropriated. Digital transformation is essential within all areas of government, to deliver services faster, more reliably, and securely. In order to keep up with the global expansion of digitalization, government agencies must modernize their IT and security infrastructure.

A protracted, exasperating customer service experience popped into my mind while reading this sentence in the Ivanti Voice data sheet: “One of the most frequent customer complaints about call centers is having to repeat information.” Ain’t that the truth. Here’s a brief personal experience.