Operations | Monitoring | ITSM | DevOps | Cloud

Employees are constantly bombarded with pings, bells, and dings announcing texts, chats, and emails—even at night and on weekends. Originally designed to help us, these notifications have become a distracting barrage that's hurting our ears, thought processes, and collective productivity. Delivering a better employee experience offers a competitive advantage. The time is right for a more effective, AI-driven, human-sensitive smart assistant that boosts employee productivity: a nudge engine.

The pandemic has forever changed the workplace, especially for my support and product success team at ServiceNow. One thing that hasn’t changed is our commitment to operational excellence, which starts with a great employee experience. My goal is to improve employee satisfaction for our technical support engineers (TSEs). If our TSEs are satisfied, then our customers reap the benefits. When TSEs feel valued and appreciated, they build greater trust with customers.

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.

Building modern, cloud-native applications introduces new challenges to teams and organizations. As these systems grow and scale, struggles abound: inconsistent performance monitoring experiences across siloed tools, wasteful performance management practices with duplicated efforts, and mounting frustration from colleagues and customers. Surmounting these challenges requires multiple sources of data and truly unified observability.

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 workforce is facing massive disruption. A skills shortage is challenging leaders to rethink their talent strategy. And 81% of workers feel at risk of burning out, according to a study by Mercer. At the same time, employees are reevaluating what they want from work. A lack of flexibility and limited opportunities for advancement are among the top 10 reasons U.S. workers left their jobs in 2021, according to Pew Research.

Managing risk and compliance in telecommunications is no easy feat. When a telecom company operates in underserved remote and rural communities—including hurricane-prone island markets and mountainous regions in the southwestern US—it can be even trickier. That’s where communications services company ATN International, based in Massachusetts, found itself. The company wanted a platform to elevate its integrated risk management (IRM) program.