Operations | Monitoring | ITSM | DevOps | Cloud

ITSM

The latest News and Information on IT Service Management, Service Desk and related technologies.

Supercharge Your Supply Chain: Meet Current and Future Supply Chain Demands with Ivanti Velocity

Over the last year, labour shortages and supply chain challenges have created a perfect storm, creating a business landscape marked by strained resources and little room for error. The 2021 holiday season ramped up pressure on businesses that are already struggling to keep up.

AI Search: The secret to better customer self-service

Hari Vats, senior knowledge manager of global technical support at ServiceNow, co-authored this blog. Who wouldn’t want a faster, more relevant search on their knowledge base? Improving search results is tricky. Organizations can spend a lot of time and money making small improvements to very complex, dynamic environments of information. When ServiceNow acquired an AI search technology company in 2020, we were thrilled to see an immediate return.

Hello? Why Your IT Service Desk Won't Be There Tomorrow

(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.

Forrester names Freshworks a 'Strong Performer' in the 2021 Enterprise Service Management (ESM) evaluation

Enterprise Service Management (ESM) has time and again proven that many of ITSM’s best practices have applicability beyond IT. The global pandemic and the corporate need for digital workflow enablements have accelerated the growth of companies adopting ESM in 2021. Wider adoption of the technology continues to be imminent as organizations pursue to extend the core IT service desk practices to other lines of business.

ServiceNow and Qualtrics enhance customer service to deliver empathy

When a customer service agent picks up a phone or opens an email or text, there's usually a stressed or upset customer on the other end. A package didn’t arrive. A bill contained incorrect charges. A server crashed, and no one can access their data. This is a crucial moment that can make or break relationships—as can any customer interaction with a company, from buying a product to asking for help. It can even happen while the agent engages with other teams to resolve an issue.

ServiceNow recognized as a Leader in Digital Process Automation

I’m excited to announce that, for the first time, ServiceNow has been named a Leader in the Forrester Wave™: Digital Process Automation Software, Q4 2021. This complements our recognition as a Leader in the Forrester Wave™: Low-Code Development Platforms for Professional Developers, Q2 2021. We attribute this recognition to our latest low-code innovations in ServiceNow® Creator Workflows and our purpose-built automation components to cover all enterprise processes.

How Customer Data Models for B2B2C improve customer service

Sharath Lagisetty, senior principal product manager for Customer Workflows at ServiceNow, co-authored this blog. As companies engage with different customers and partners via digital channels, it’s critical to establish a rich understanding of each entity and their relationships, both to the company and to each other. The latest release of ServiceNow® Customer Service Management extends Customer Data Models to support multilevel relationships.

Project Management Vs. Service Management

Understanding the relationship between Service Management and Project Management is a topic of interest for many people because, at first glance, both techniques appear to be competing for the same workspace in many organizations. They are critical practices for every business to develop and prosper. So, although project management and service management may sound similar, there are several key distinctions between the two concepts.