Knowledge Centered Support (KCS) is so hot now because people are now working more mobile in a post COVID arena and KCS has been found to be a significant enabler for Business Post COVID, in some cases just in time Knowledge Availability has reduced training costs by 15% while increasing call deflection and Customer Experience […]
Category: ServiceNow
Continuous Improvement: Because Great CX and EX is made, not born.
How can we be more innovative? How can our Service Desk can improve, from call takers to value creators? I love the movie, Office Space, a parody of typical IT work life of a mid to late-1990s software company. A clip from that film comes to mind when the question is asked how we can […]
ServiceNow Performance Analytics: When in Rome and beyond Pareto reporting joy
ServiceNow Performance Analytics Features in Rome. How and why to apply Pareto Reporting, and insider ITSM metrics tips.
I’ve got a brand new cloud container, You’ve got a CMDB.
ServiceNow CMDB Tech Talk “From an IT Service Management Oriented point of view, this team lead an amazing approach to CMDB Workshop. Configuration Management Database Workshop- CMDB, Governance, Population, CMDB Journey that was lead by: Steve Emerson Advisory Solution Architect Asset Management. Rico Centeno IT Transformation. Mike Gallagher Advisory Solution Architect. The Forbes Technology Council […]
ServiceNow Rome and Upgrade Best Practices – Fast without Furious
Automation is not so difficult to do, and the time spent organizing manual test steps into automated tests improves upgrade paths. Important notion given the frequency of ServiceNow DevOps Cycle Upgrades. Many organizations are looking to best practices to increase their agility and capability to leverage the latest functionality.
ServiceNow Managed Ideation drives Innovation
Encourage ideas that reduces gaps in functionality to improve functionality, capabilities and productivity
The Idea Portal itself centralizes these great ideas to one place to encourage more innovation and best practices that can be used to improve the quality of ideas in one idea.
The community can vote on or elaborate on ideas that offer greatest value.
The Support teams can be more transparent and organized in managing ideas disposition
Support Teams can manage a backlog of functionality that can be done in the future.