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By ServiceNow Blog
Australian business leaders can’t seem to crack the customer experience (CX) code. According to the ServiceNow Customer Experience Intelligence Report, customer service has gotten increasingly worse over the past three years. Australians are waiting longer than ever—spending a combined 107 million hours on hold, 11% more than the previous year.
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By ServiceNow Blog
ServiceNow is excited to peer into the future of customer experience (CX) to see what’s in store. Customer operations and service delivery have undergone significant disruptions in recent years. The year ahead promises to be no different. The continuing need to deliver a frictionless customer journey, a renewed focus on improving the agent experience, and the meteoric rise of generative AI (GenAI) are some of the many reasons why CX is poised for transformation.
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By Spencer Beemiller
Business moves fast. As organizations push to constantly transform and stay ahead of competition, they must consider how they’ll support ever-growing internal- and external-facing demands in every aspect of their business operations. To innovate and change at such a demanding pace, and meet customer expectations, IT service management and operations teams must come out of their silos to converge into service operations (ServiceOps).
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By Jason Perry
The best practices and principles of the IT Infrastructure Library (ITIL) 4 show IT service management (ITSM) service providers the importance of building a strong infrastructure that creates business value, adapts to change, tracks capabilities, and embraces automation. Without collaboration between ITSM service providers and different functions of the enterprise, however, the benefits of ITIL 4 best practices are minimized.
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By Jason Perry
Generative AI has the world thinking about automation now more than ever before. The Information Technology Infrastructure Library (ITIL) has prioritized it from the start. ITIL has advocated for automation as a transformative tool for organizations to deliver business value, accelerate change, and reinvent service configuration management. By handling mundane tasks, automation can empower people to do more innovative and effective work.
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By Lana Gates
Approximately 65,000 new implementers will be needed by 2027 as a result of AI, according to research by ServiceNow and Pearson. The time is now to enter this dynamic and high-growth field. Let’s explore what an implementer is, how the role is changing, and how you can prepare to fill an open position.
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By Tony Colon
ChatGPT captured our collective imagination when it burst into the mainstream last year, setting off a hype cycle that hasn’t abated. The enterprise is where generative AI (GenAI) will become more than tech’s newest shiny object. GenAI is transforming the way we work, unlocking new efficiencies, driving productivity, and creating employee and customer experiences we never could have imagined. ServiceNow is at the forefront of this transformation.
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By Amit Saxena
I’m excited to announce that ServiceNow has been named a Leader in the Forrester Wave™: Digital Process Automation Software, Q4 2023. We credit this acknowledgement to our performance and strategy in governance, end-to-end orchestration, and AI. Additionally, we believe this recognition is made possible by the unwavering support of our customers, their innovative use of the Now Platform, and their valuable feedback shared with analysts.
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By Jason Perry
The shift of the Information Technology Infrastructure Library (ITIL) 4 from process to value helps IT service management (ITSM) service providers demonstrate business value and adapt to change so they can meet business needs and customer expectations and thrive in an ever-changing technology landscape. However, in the face of an increasingly complex digital business environment, managing the diverse components of IT service operations can be challenging.
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By Jason Perry
The Information Technology Infrastructure Library (ITIL) is a customer-centric framework that promotes governance, collaboration, and continuous improvement. At a time when IT service management (ITSM) is changing with new technology, shifting regulatory requirements, and decentralized teams, this is vital. We explored how the ITIL 4 service value system helps ITSM service providers generate business value through the creation, delivery, and continuous improvement of services.
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By ServiceNow
An introduction by company CEO Bill McDermott to ServiceNow's research on Generative AI adoption in enterprises, highlighting the benefits for early adopters and its potential for business transformation.
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By ServiceNow
Welcome to the AI research bites. This series of short and informative talks showcases cutting-edge research work from ServiceNow AI Research team. The AI Research Bites are open to all, especially those interested in keeping up with the fast-paced AI research community.
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By ServiceNow
Overview of a global study by ServiceNow and Oxford Economics on the extent of AI implementation across enterprises, highlighting the concept of AI maturity and the performance of leading global organizations.
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By ServiceNow
Content Creator Rod Thill and ServiceNow’s Chief Strategy & Corporate Affairs Officer Nick Tzitzon sit down during Knowledge 2024 to debunk common AI myths, like whether or not artificial intelligence will take our jobs. Nick also shares his thoughts on the future of AI and how putting AI to work for people in the business world will have an impact.
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By ServiceNow
Come with us to delve deeper into the story behind ServiceNow’s humble beginnings. In this episode, we had the pleasure of meeting with founder Fred Luddy to hear about his upbringing and childhood job, and what inspired the creation of ServiceNow. He even shows us the first-ever ServiceNow office – a total fixer-upper. One of the original employees, Mark O’Donnell, shares his insight into the original development and doubts that the company had to face. “Nothing’s impossible, we can build anything,” says O’Donnell.
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By ServiceNow
A collaboration between ServiceNow and research partner Pearson finds that new technologies will allow the upskilling and reskilling of workers with transferable skills to lucrative future tech jobs.
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By ServiceNow
Welcome to the AI research bites. This series of short and informative talks showcases cutting-edge research work from ServiceNow AI Research team. The AI Research Bites are open to all, especially those interested in keeping up with the fast-paced AI research community.
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By ServiceNow
Welcome to the AI research bites. This series of short and informative talks showcases cutting-edge research work from ServiceNow AI Research team. The AI Research Bites are open to all, especially those interested in keeping up with the fast-paced AI research community. This session features Alexandre Piché's recent work on reducing hallucinations with the ReSearch algorithm: an approach based on iterative search and self-evaluation to produce more factual generations.
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By ServiceNow
Welcome to the AI research bites. This series of short and informative talks showcases cutting-edge research work from ServiceNow AI Research team. The AI Research Bites are open to all, especially those interested in keeping up with the fast-paced AI research community.
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By ServiceNow
ServiceNow is the AI platform for business transformation. Did you know 85% of Fortune 500 companies run on ServiceNow? With the Now Platform, teams can tap into AI to connect and automate the work that moves their business forward. #PutAIToWork.
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By ServiceNow
Learn how today's CIOs deliver strategic IT while reducing costs, increasing agility and ensuring resources are deployed effectively.
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By ServiceNow
On average, it takes nine months to detect and contain a data breach. Discover the seven security operations capabilities you need to decrease that time and reduce your risk of exposure.
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ServiceNow is a leading provider of cloud-based services that automate enterprise IT operations. Our service includes a suite of applications built on our proprietary platform that automates workflow and provides integration between related business processes.
Everyone deserves great experiences at work. Now routine tasks happen in a snap, and complex projects flow smoothly. With the Now Platform, anyone can work effortlessly across teams, silos, and systems. When people work better, business works better.
Say goodbye to silos: The Now Platform is a ready‑built foundation that transforms how your business operates. Because life at work is better when user experiences are intuitive and tasks are automated. And work moves faster when you can orchestrate across departments and IT applications with powerful workflows.
Work better: Whether you’re in IT, Security, HR or Customer Service—or just want to build your own custom applications—you can deliver great experiences to transform how work gets done.
ServiceNow makes work, work better for people.