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Watch List
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Blog
- 2021: VP Harris Inauguration Elevates Diversity and Executive Leadership
- Covid Cyber Employment Fraud: $Millions in Job Fraud, $Billions in Unemployment Fraud. Recruiters and Jobseekers Paradigm shift
- Does Post Covid Demand, "Evolve or Fold" Data Strategy?
- World Talent Economy Forum on Global Competitiveness
- Jobs n Career Success: Employment News
- CMDB Corporate Governance for Publicly Held Companies
- Top Trends in Project Management
- Freshwork's Multichannel vision for FreshService (ITSM)
- Microsoft Teams Tripping Transcription Tenancy.
- Uber's Call Center Security Social Engineering Massive System Breach
- Community Crisis Resource Reference List
- Financial Services Operations
- AI: Knowledge Centered Support
- Review and Approve Knowledge
- Predictive Intelligent Situational Awareness
- ROI: Demand AI Service Management
- ChatGPT Ethics and FTC
- Imperative: Governance Risk Compliance
- Gamifying ITSM Excellence
- AI Revolutionizes Service Management
- GRC Industry Reference Matrix
- Walk Up Experience- Design-To-Deliver
- AI & GRC Defense Against Security-Data Breach
- 5-Star ITSM Solutions
- Remedy to ServiceNow Migration
- 5-Step Policy-Compliance Risk Management
- Vulnerability Remediation RACI
- Be Your Best-Self Strategies
- Knowledge is AI-Power
- Artificial-Intelligence in Employment-Fraud Exploits
- RIDAC Log Management
- Broad's AI COVID-19 Solutions
- KAUST: AI-Healthcare Innovation
- Embracing Equity in IT Service Management
- ITSMF: Erik Bock, Digital Business
- ServiceNow World: Chicago Wednesday, 11/02
- Today's HR Super Trends
- Empty Nester Creates Meaningful Mother's Day
- Constructive Feedback from Destructive Work Environment
- Noir and Grit: This is The Batman
- Jeffrey Nicoll, CEO of JIT and ServiceNow Executive Strategist
- March of International Women and Creating Ideas that bring Hope, Opportunity and Transformation
- IT Service Management News and Views
- Eye Strain: Modern Sources and Solutions
- Remembering Paradise by the iconic Meatloaf (Dead at 74 of COVID)
- Covid and Omicron 911, That was my Emergency
- Fresh Juicing for Healing: Dawn's COVID Part 2 (Omicron edition)
- Facebook's Response to "Whistleblower Protection Program" is new brand, MetaVerse
- Senate Hearing on Facebook Transparency an Accountability
- October 2021: Facebook's Platform Challenges
- Strategies to Stop Cyber Crime & Bullying
- San Francisco Bay Area: ITSMF News
- SNL lessons, hosted by Elon Musk
- 5 Ways to Create Opportunity with Social Leadership
- Happy Saint Patrick's Day
- INTERNATIONAL WOMEN'S DAY EDITION: Celebrating our World's Leaders
- Tribute In Memory: Heartland Rock Icon- Michael Stanley
- Middle East's Top CIO50 Innovation Leaders. #7 is the most visionary Healthcare CIO, I've worked with.
- TOP TIPS: Attracting LinkedIn Viewers
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ServiceNow
- Financial Services Operations
- Gamifying ITSM Excellence
- AI Revolutionizes Service Management
- GRC Industry Reference Matrix
- AI & GRC Defense Against Security-Data Breach
- Strategic Portfolio Management FAQs
- Service Catalog Process FAQs
- DevOps & Change Velocity
- Demystifying Taxonomy Categorization
- Email-to-Incident is Costly Inefficiency
- Role of CMDB-Management Service-Owner
- ServiceNow Virtual Agent Chatbot
- Vulnerability Response Workspace Module
- Best of ServiceNow Vancouver
- Enhancing End-User Service Experience
- Comparing ServiceNow-Strategic-PM to Microsoft-PM
- AI and Improved Knowledgebase-Search
- Washington ESC or Knowledge Portal?
- Introducing Security Incident Response
- Vulnerability Response Test Plan
- Efficient Workday to ServiceNow Integration
- AutomatePro AutoTest: Getting Started
- AutomatePro AutoTest Custom-Testing
- ServiceNow Executive Reporting Approaches
- SPM Gantt Chart Presentation
- CMDB Health Dashboard
- Incident On-call Best Practices
- BA Product Update Process
- Getting-Started ServiceNow Timesheet Management
- ServiceNow Service Catalog Builder
- 10 Cool Features Standard-to-Pro
- Comparing GRC & IRM
- Starting ServiceNow GRC Process
- Accelerate ServiceNow-Knowledge with Microsoft-Word
- Managing Incident Surge Problems
- High Volume Incident-Management Strategies
- SPM Risk Management Process
- Pinned KB-Articles & deflection
- ServiceNow Document Management System
- Mastering Knowledge Article Pinning
- Persona Use & Administration
- AI-Powered AutomatePro & ServiceNow
- AutoPlan Release Setup Simplified
- AI: Dawn’s Demos AutomatePro
- Raptor Workflow Data Platform
- ServiceNow Xanadu AI Advantage
- SPM Collaborative Workspaces
- AI-Powered Xanadu & RaptorDB
- Explore AutomatePro Release 8.0.0
- Accelerating IRM & GRC
- Roadmap CMDB-HAM-SAM Value Recognition
- AutomatePro & ServiceNow Automated-Test
- Remote Support Success Strategy
- CMDB Powered Digital Transformation
- ServiceNow's Generative AI Revolution
- Knowledge after-Party #100DaysOfServiceNow
- Generative AI in ServiceNow-SPM
- Knowledge is AI-Power
- ServiceNow World: Chicago Wednesday, 11/02
- Jeffrey Nicoll, CEO of JIT and ServiceNow Executive Strategist
- AI-powered ServiceNow Tests
- Xanadu Upgrade: ServiceNow SPM
- Xanadu Upgrade: CMDB Plan
- AI Test-Powered ServiceNow
- Transforming Healthcare Software Catalogs
- Predictive Intelligence in ServiceNow
- California Wildfires: Lessons in Public-Sector Portals
- Impactful Incident Management Knowledge
- Starting ITSM Predictive Intelligence
- TPRM Business-Analyst Guide
- Robotic Process Automation Workflows
- Mastering Zing Search Optimization
- A-Z Data Fabric Glossary
- Workflow Data Integration Fabrics
- New in Performance Analytics
- Predictive Intelligence & ITSM
- Predictive Change Mastery
- Optimize ServiceNow ML Training
- HAM & SAM Base
- Foundations for Asset Management
- Xanadu Upgrade Drives Innovation
- Upgrades: AutoTest from ATF
- RaptorDB for Data Owners
- AutomatePro: Greenfield ServiceNow Strategies
- Build ServiceNow Data Fabric
- Visualize Governance Empower Decisions
- Data Fabric Governance & Quality
- Automated Test Platform Health
- AutomatePro AutoDocument from AutoTest
- UC: AutoTest & AutoDocument
- ServiceNow Collaborative Workspace Management
- ServiceNow User Experience Analytics
- AutomatePro: Ditch Manual Agile
- Master Collaborative Workspace Planning
- Master Figma Developer Handoff
- Figma Based Design Tokens
- Known Error Process Essentials
- SAFe Release Planning Process
- Agile Automation’s Unexpected Value
- ServiceNow Workflow Data Platform
- Zero Copy Powers Performance
- Accelerate GenAI Workspace Delivery
- Careers Figma‑Powered ServiceNow
- Accelerate ServiceNow AutoDeploy Value
- Simplify CSDM Amplify Value
- Epic Chicago World Forum
- AutomatePro 9.0.2 Breakthrough Features
- Manual Deployment Defect Loops
- Setting Up Agile Boards
- RaptorDB Demo Data Anonymization
- Workspaces vs Service Portal
- Agile Center of Excellence
- ServiceNow Workspace Data Migration
- Agile Board or VTB
- ServiceNow Collaborative Workspace Strategies
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Getting Started
- Introduction to Knowledge Management
- Knowledge Categorization "Find-ability"
- Productivity: Service Operations Workspace
- Conduct A Windows-Security Scan
- Burp Suite Professional & Web Security Process
- BMC Remedy ITSM Reference
- AI: ServiceNow Virtual-Agent Chatbot
- COE for Human Resources
- Getting Started: Engagement Manager
- One-IT: Effective Ticket Handling
- Service Catalog Order Guides
- Employee Journey Management ServiceNow
- Productivity Tips for Knowledge-Users
- Strategies for Manual Test
- TikTok for Digital Leaders
- Master Social Video Editing
- Understanding Security Encryption Standards
- Persona Use & Administration
- AutomatePro A-Z Terminology Glossary
- Predictive Intelligence in ServiceNow
- TPRM: Solving Vendor Risk
- Agent Assist Setup
- Artificial Intelligence A-Z Glossary
- Predictive Intelligence Knowledge Service
- Setup Free Azure DevOps
- Robotic Process Automation Workflows
- Optimize ServiceNow ML Training
- Effective Business Process Consultancy
- Automate New Hire Access
- AutomatePro: Greenfield ServiceNow Strategies
- Build ServiceNow Data Fabric
- Microsoft Sync Sanity Saving
- ServiceNow User Experience Analytics
- Master Figma Developer Handoff
- Known Error Process Essentials
- ESL ChatGPT Prompt Tips
- ServiceNow Collaborative Workspace Strategies
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FAQs
- Knowledge Categorization "Find-ability"
- FAQs: Governance Risk Compliance
- Understanding Clop Ransomware Mitigation
- ServiceNow IRM SOX FAQs
- Strategic Portfolio Management FAQs
- Chat GPT FAQS
- Ticket Handling Infographic FAQs
- Service Catalog Process FAQs
- DevOps & Change Velocity
- Role of CMDB-Management Service-Owner
- Vulnerability Response Workspace Module
- How-To Import ServiceNow Stories 🚀
- Best of ServiceNow Vancouver
- Enhancing End-User Service Experience
- Washington ESC or Knowledge Portal?
- TikTok for Digital Leaders
- Mastering Telecommuting Efficiency
- Essential Laptop Migration Hacks
- AutomatePro A-Z Terminology Glossary
- Microsoft Sync Sanity Saving
- Zero Copy Powers Performance
- Show Remaining Articles (6) Collapse Articles
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Strategic Portfolio Management
- Understand ServiceNow's 2 SPMs
- Comparing ServiceNow-Strategic-PM to Microsoft-PM
- Efficient Workday to ServiceNow Integration
- ServiceNow Executive Reporting Approaches
- SPM Gantt Chart Presentation
- Strategic Portfolio Management Foundations
- Timeline: ITBM to SPM
- SPM Project Templates
- SPM: Starting a Demand
- AutoMatePro AutoPlan Demand Management
- Strategic PPM Risk Management
- SPM Risk Management Process
- Xanadu Upgrade: ServiceNow SPM
- Xanadu Upgrade Drives Innovation
- ServiceNow Collaborative Workspace Management
- SAFe Release Planning Process
- Epic Chicago World Forum
- Setting Up Agile Boards
- Show Remaining Articles (3) Collapse Articles
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AutomatePro
- AutomatePro AutoTest Reference
- AutomatePro AutoTest: Getting Started
- AutomatePro AutoTest Custom-Testing
- Autotest: Test-Run Defects
- Quality Assurance Test Process
- AutoTest Case Planning
- AutomatePro Functions and Permissions
- AutoMatePro AutoPlan Demand Management
- Introducing AutomatePro Control Console
- Troubleshoot AutoTest Run Issues
- QuickStart-AI Service Catalog Test
- 8.2 New AutoTest Features
- AutomatePro AutoTest Operations Process
- Persona Use & Administration
- AutomatePro A-Z Terminology Glossary
- AI-Powered AutomatePro & ServiceNow
- AutomatePro Accelerated Agile Sprints
- Advanced ServiceNow Test Automation
- Costly Habit: Manual Test
- Transforming Healthcare Software Catalogs
- Upgrades: AutoTest from ATF
- BPC Heros & AutomatePro
- AutomatePro: Greenfield ServiceNow Strategies
- Automated Test Platform Health
- AutomatePro AutoDocument from AutoTest
- UC: AutoTest & AutoDocument
- AutomatePro: Ditch Manual Agile
- Agile Automation’s Unexpected Value
- Accelerate ServiceNow AutoDeploy Value
- Ignite Impact Driven CoE
- Epic Chicago World Forum
- AutomatePro 9.0.2 Breakthrough Features
- Manual Deployment Defect Loops
- Agile Center of Excellence
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Glossary Reference
- Security and IT Glossary
- Guided After-Action Report
- Security-Operations GRC Glossary
- Artificial Intelligence A-Z Glossary
- Business Process Improvement Glossary
- HR Glossary
- Strategic Portfolio Management Glossary
- Service Catalog/Portal A-Z Glossary
- AutomatePro A-Z Terminology Glossary
- Healthcare Compliance Simplified Framework
- A-Z Data Fabric Glossary
-
ITSM
- ITSM Capability Model- L1
- One-IT: Effective Ticket Handling
- Service Catalog Order Guides
- Email-to-Incident is Costly Inefficiency
- CMDB Health Dashboard
- Incident On-call Best Practices
- Managing Incident Surge Problems
- High Volume Incident-Management Strategies
- Pinned KB-Articles & deflection
- Stockroom Asset Management Mastery
- Starting ITSM Predictive Intelligence
- Predictive Intelligence Knowledge Service
- Predictive Intelligence & ITSM
- Predictive Change Mastery
- Xanadu Upgrade Drives Innovation
- Best Approach Problem Management
- Epic Chicago World Forum
- Show Remaining Articles (2) Collapse Articles
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Service
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Overview
- Productivity: Service Operations Workspace
- GRC Managed Risk
- GE Change Acceleration Process
- Overview: Employee Center Pro
- SOX Control-Management and Attestation
- RIDAC: Strategic Portfolio Management
- Artificial Intelligence A-Z Glossary
- Advanced Program Management
- AI: ServiceNow Virtual-Agent Chatbot
- Business Process Optimization Reviews
- Proper Ticket Handling Imperative
- Public Sector Digital Services
- Employee Journey Management ServiceNow
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UAT
- UAT- Approve or Reject Change
- Demo Service Catalog
- AutoTest Case Planning
- Strategies for Manual Test
- 8.2 New AutoTest Features
- Persona Use & Administration
- AutomatePro A-Z Terminology Glossary
- AutomatePro Accelerated Agile Sprints
- Advanced ServiceNow Test Automation
- AutomatePro: Greenfield ServiceNow Strategies
- Epic Chicago World Forum
-
Healthcare
- GRC Industry Reference Matrix
- Broad's AI COVID-19 Solutions
- KAUST: AI-Healthcare Innovation
- Eye Strain: Modern Sources and Solutions
- Covid and Omicron 911, That was my Emergency
- Fresh Juicing for Healing: Dawn's COVID Part 2 (Omicron edition)
- Transforming Healthcare Software Catalogs
- Healthcare Compliance Simplified Framework
- Epic Chicago World Forum
- AI-Prompts for Cognitive Recovery
- Alexa Productivity: Cognitive Focus
- Domestic Violence Long-Covid Fainting
-
Chat GPT
-
Security Operations (SecOps)
- SecOps Vulnerability Response Lifecycle
- Vulnerability Response Workspace Module
- Vulnerability Remediation RACI
- Security Incident Response Introduction
- Introducing Security Incident Response
- Vulnerability Response Test Plan
- High Volume Incident-Management Strategies
- Understanding Security Encryption Standards
- TPRM: Solving Vendor Risk
- BA Guide: Vulnerability Response
- Epic Chicago World Forum
-
Agile
- Agile Scrum Master Guide
- DevOps Automated Test
- Quality Assurance Test Process
- Getting-Started ServiceNow Timesheet Management
- Optimized Sprint Capacity Plan
- Persona Use & Administration
- AutomatePro A-Z Terminology Glossary
- AutomatePro Accelerated Agile Sprints
- Advanced ServiceNow Test Automation
- AI-powered ServiceNow Tests
- 80% Outages: Unauthorized Change
- Upgrades: AutoTest from ATF
- Effective Business Process Consultancy
- CAP Agile Story Grooming
- Data Fabric Governance & Quality
- Automated Test Platform Health
- AutomatePro AutoDocument from AutoTest
- AutomatePro: Ditch Manual Agile
- Agile Automation’s Unexpected Value
- Manual Deployment Defect Loops
- Setting Up Agile Boards
- Agile Center of Excellence
- Agile Board or VTB
- Show Remaining Articles (8) Collapse Articles
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Knowledge Management
- Productivity Tips for Knowledge-Users
- AI and Improved Knowledgebase-Search
- Washington ESC or Knowledge Portal?
- Knowledge Management Pro Features
- Accelerate ServiceNow-Knowledge with Microsoft-Word
- Pinned KB-Articles & deflection
- ServiceNow Document Management System
- Mastering Knowledge Article Pinning
- Impactful Incident Management Knowledge
- Starting ITSM Predictive Intelligence
- Predictive Intelligence Knowledge Service
- Mastering Zing Search Optimization
- AI Demands: Data Stewards
- ServiceNow Collaborative Workspace Management
- Known Error Process Essentials
-
Workday
-
Network Connectivity Solutions
-
Business Process Methodologies
- Ideation: DaVinci Inspired Mind-Mapping
- Quality Assurance Test Process
- AutoTest Case Planning
- Managing Incident Surge Problems
- Strategic PPM Risk Management
- AI-Powered AutomatePro & ServiceNow
- Advanced ServiceNow Test Automation
- TPRM: Solving Vendor Risk
- A-Z Data Fabric Glossary
- Workflow Data Integration Fabrics
- New in Performance Analytics
- Effective Business Process Consultancy
- BPC Heros & AutomatePro
- AI’s Emergent Governance Ethics
- AutomatePro: Greenfield ServiceNow Strategies
- Build ServiceNow Data Fabric
- Microsoft Sync Sanity Saving
- CAP Agile Story Grooming
- Data Fabric Governance & Quality
- ServiceNow Collaborative Workspace Management
- Master Collaborative Workspace Planning
- AI Powered Excellence Centers
- C-Suite CxO ChatGPT Prompts
- Brilliant Productivity ChatGPT Prompts
- Known Error Process Essentials
- SAFe Release Planning Process
- Agile Automation’s Unexpected Value
- Ignite Impact Driven CoE
- Epic Chicago World Forum
- Workspaces vs Service Portal
- Agile Center of Excellence
- Business Process Consultant Careers
- Expert COE Strategy Prompts
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Service Catalog & Request Management
-
Artificial Intelligence
- 10 Cool Features Standard-to-Pro
- Knowledge Management Pro Features
- QuickStart-AI Service Catalog Test
- Managing Incident Surge Problems
- Master Social Video Editing
- AI-Powered AutomatePro & ServiceNow
- AI Test-Powered ServiceNow
- Predictive Intelligence in ServiceNow
- Agent Assist Setup
- Artificial Intelligence A-Z Glossary
- Predictive Intelligence Knowledge Service
- Robotic Process Automation Workflows
- A-Z Data Fabric Glossary
- New in Performance Analytics
- BPC Heros & AutomatePro
- AI Demands: Data Stewards
- AutomatePro: Greenfield ServiceNow Strategies
- Data Fabric Governance & Quality
- AutomatePro: Ditch Manual Agile
- Prompt-Powered Business Solutions
- ESL ChatGPT Prompt Tips
- Ignite Impact Driven CoE
- NEOM Innovation Creates Opportunity
- RaptorDB Demo Data Anonymization
- Agile Center of Excellence
- Expert COE Strategy Prompts
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Integrated Risk Management
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Microsoft
- Effortless Excel Mail Merge
- CoPilot Powered Productivity Tips
- Accelerate ServiceNow-Knowledge with Microsoft-Word
- USB Ports Troubleshooting Tips
- Mastering Telecommuting Efficiency
- Essential Laptop Migration Hacks
- Setup Free Azure DevOps
- A-Z Data Fabric Glossary
- Microsoft Sync Sanity Saving
- Email Suite Comparative Analytics
-
AI: Generative Artificial Intelligence
- Mastering iPhone 16 AI
- AI-powered Service Management Operations
- AI Video Editing Hacks
- AI Workflow Reengineering Requirements
- AI: Dawn’s Demos AutomatePro
- AI Powered Career Resilience
- Raptor Workflow Data Platform
- AI-Powered Xanadu & RaptorDB
- AI Assist's Rockstar-Agent
- Advanced ServiceNow Test Automation
- AI-powered ServiceNow Tests
- Optimize Productivity with Siri
- AI Test-Powered ServiceNow
- Predictive Intelligence in ServiceNow
- California Wildfires: Lessons in Public-Sector Portals
- Impactful Incident Management Knowledge
- Agent Assist Setup
- Starting ITSM Predictive Intelligence
- Artificial Intelligence A-Z Glossary
- Predictive Intelligence Knowledge Service
- Robotic Process Automation Workflows
- A-Z Data Fabric Glossary
- Workflow Data Integration Fabrics
- New in Performance Analytics
- Predictive Intelligence & ITSM
- Predictive Change Mastery
- A-Z Data Fabric Glossary
- RaptorDB for Data Owners
- BPC Heros & AutomatePro
- AI’s Emergent Governance Ethics
- AI Demands: Data Stewards
- Master Data Quality Dimensions
- AutomatePro: Greenfield ServiceNow Strategies
- Build ServiceNow Data Fabric
- Data Fabric Governance & Quality
- Designing AI-Driven Data Portals
- AutomatePro AutoDocument from AutoTest
- Prompt-Powered Business Solutions
- C-Suite CxO ChatGPT Prompts
- Data Quality Dimensions Metrics
- Agile Automation’s Unexpected Value
- Mastering Uniqueness & Consistency
- Accelerate GenAI Workspace Delivery
- ESL ChatGPT Prompt Tips
- AutomatePro 9.0.2 Breakthrough Features
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Global News & Views
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Digital Business Process
- AutoPlan Release Setup Simplified
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- AI Workflow Reengineering Requirements
- SPM Collaborative Workspaces
- CMDB Powered Digital Transformation
- Connect Collaborate Create Knowledge
- Lessons Learned: CrowdStrike Incident
- CrowdStrike Outage: Global Chaos
- MasterCard's AI-Powered Fraud Detection
- Effortless QR Code Creation
- AT&T Big Data Breach
- Transformation: Success from Setbacks
- LinkedIn Digital-Success Enablement
- Digital Excellence Through Collaboration
- Digital-Transformation Leader: David Pultorak
- Business Process Design Excellence
- California Wildfires: Lessons in Public-Sector Portals
- TPRM: Solving Vendor Risk
- A-Z Data Fabric Glossary
- New in Performance Analytics
- Predictive Change Mastery
- Foundations for Asset Management
- AI’s Emergent Governance Ethics
- Automate New Hire Access
- Build ServiceNow Data Fabric
- Trusted Data Governance
- Understanding Inclusive Global Communication
- Master Collaborative Workspace Planning
- Figma Based Design Tokens
- AI Powered Excellence Centers
- Data Quality Dimensions Metrics
- SAFe Release Planning Process
- Mastering Uniqueness & Consistency
- Accelerate GenAI Workspace Delivery
- Simplify CSDM Amplify Value
- Ignite Impact Driven CoE
- Epic Chicago World Forum
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Generative AI
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- Master Data Quality Dimensions
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Jobs n Career
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Design
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Success & Motivation
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Team
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Cyber Security
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Success and Miotivation
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Apple
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TikTok
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Governance, Risk, Compliance
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IT Operations Management
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HRSD
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UI and UX
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Data Management
- Master Data Quality Dimensions
- Build ServiceNow Data Fabric
- Trusted Data Governance
- ServiceNow User Experience Analytics
- Data Quality Dimensions Metrics
- Mastering Uniqueness & Consistency
- Zero Copy Powers Performance
- Simplify CSDM Amplify Value
- Epic Chicago World Forum
- ServiceNow Workspace Data Migration
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Financial and Procurement
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Figma
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Google
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Healthy Inspirations
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RaptorDB
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Neurodiversity
Freshwork’s Multichannel vision for FreshService (ITSM)
FRESHWORKS: the COMPANY:
Headquartered in San Mateo, California, Freshworks employs 4,000 employees from 13 global locations. Freshworks became a public company, trading on Nasdaq as FRSH. Their founders Girish Mathrubootham and Shan Krishnasamy aim is to deliver modern, intuitive, and delightful products to customers worldwide, 11 years ago with a small idea for a ‘fresh’ helpdesk. Today they offer a rich and growing of products servicing over 52,000 customers. For more information visit www.freshworks.com.
Freshworks builds tech that offers a competitive advantage that works for everyone, making it easy for IT, customer service, sales, marketers and HR to do what they do best, and delight their customers. Relationships are key and Freshworks created their name, and considerable fame, by helping their customers and 400 partners. take advantage of the best in Omnichannel hot, Multichannel business workflows, for competitive business advantage. Freshworks offers 1,000+ apps to 50,000+ global customers:
- OfficeMax created 91.7% Customer Satisfaction, First Call Resolution to 88.7% frontline with 97.1% SLA adherence.
- Bridgestone Corporation closed tickets 97% faster, automation saved 35 hours a month with 91% SLA Compliance.
- TaylorMade used Freshservice during a 250% increased ticket volume to improve response and resolution by 50%!
- ViceMedia used Freshservice to automate 80% of their front end ticket service delivery for excellent CX satisfaction.
- Western Sussex Hospitals achieved Customer Satisfaction at 95%, when the system CSAT was less than 60%!
“By 2022, 90% of organizations will invest in an ITSM tool without first factoring in their maturity, and as a result, fail to obtain the ROI.”
6 Steps to Ensure IT Service Management Tools Drive Business Value (gartner.com)
FRESHSERVICE: the ITSM PRODUCT
Freshworks has a serious vision for a Fresh Service IT Service Management, multichannel Customer Experience. With affordable pricing, modern uncompromised technology and Freshservice is a 3 year award Gartner Magic Quadrant winner in delivering visionary quality solutions.
IT Service Management Solution Requirements generally require:
- Easy Set up Deployment for out of out of the box functionality
- Omnichannel/Multichannel support with integration with email, web, chat
- Low Cost of implementation and ongoing maintenance for best functionality, with reduced ongoing costs.
- Customer Experience /Employee Experience friendly interface accepted by users and agents.
A Forrester Study found that Freshservice delivers a 308% ROI through:
• Improved service agent productivity when compared to the overhead of manually created Service Request tickets. Freshservice offers ticket auto-routing system, organizations can save $595,135 over three years.
• End-user productivity gains of $1,075,097 by leveraging an efficiently designed user interface that makes it easier and faster for end users to create tickets, with savings 4 minutes per ticket, as compared to their legacy systems.

Customer Experience depends on ease of use and fast to deploy technology. Freshworks is making huge business impact by accelerating ease to deploy and speed of use for a rich OmniChannel experience. The fresh approach that is giving them considerable buzz is that they produce and deliver affordable software quick to implement, and designed for the end user with velocity and artificial intelligence in customer engagement across the business lifecycles.
ITSM Full Service Solution offering:

Incident Management
Expert service features lets Service Desk Analysts categorize and prioritize incidents with easy to use features, enhanced with advanced Artificial Intelligence Engine, that offers advantages of best practices without needing an onboard data scientist.
- Automatic ticket categorization powered by a Freshservice AI engine based on historical ticket data.
- Powerful workflow automation with automated ticket prioritization taking the heavy lifting out of manual prioritization of impact and urgency.
- Improved ticket Auto-assignment for efficient routing to the correct expert agents or groups, to ensure no ticket gets lost in the shuffle of human error, round-robin or load balancing auto-assignment
Service Request Management

Provide a consumer like end user shopping experience from a modern looking catalog of service items published on the end-user portal. End users can opt for self service or easy service request from searchable end-user portal available on desktop or mobile app solution.
- Easy to create and manage business rules and set up workflow automations with agent assignment, multistage approval workflows, and customizable service item attributes
- Catalog order with Workorder back end helps keep all stakeholders fully informed with timely notifications that manage expectations with automatically triggered communications, based on rules.
- Prioritize requests and improve service delivery with SLAs that can be customized at a service item level.
Problem Management
The ITSM Fresh Approach to Problem management is to recognize the ServiceDesk as the heart of IT Service Management. A solid strategy to focus on implementing Problem Management to reduce “fire fighting” makes sure you are solving the right problems strategically.
- Easy means to identify problems with simple automation.
- Provide visibility with root cause analyses to understand what happened, and strategize how to reduce repetition, identification and resolution.
- Provide continuous learning and transparency with a known error database.
- Prevent incidents with workarounds and solutions.
Change Management
Change management process main objective is to ensure that communications, managed risk, and planning for change occur under control before implementation. Release management takes care of the actual implementation of planned changes. It is crucial to differentiate the roles & responsibilities of change and release management to avoid any conflict. Successful change leads to new release and change management coordinates with release for build, test and implementation plan.
- Ensuring the change is recorded in a common system of record
- Assessing the change for risk to existing services or business workflows
- Establishing the appropriate level of change approval needed for Standard, Normal, and Emergency Changes
- Validating the success, or understanding the cause of a failed change to improve change practice.
- Reviewing the positives and negatives of the change-management process, so improvements can be made
Request for Change
Request For Change (RFC) is submitted to the change management team for validation and approval. Change requests occur from one of the following sources.
- Change induced by Incident
- Problem induced change
- Business or End user requested for a new change
- Ongoing Maintenance Change Ticket
A Request/Reason for Change template used to record core elements of the change
- Reason for change – Justifies why change is needed along with risk/benefit analysis.
- Impact & Risk assessment – Potential Impact and risk are calculated and documented including configuration items, CIs.
- Cost benefit analysis – Estimated cost versus potential benefits are compared.
- Implementation planning – Steps for implementing change that includes project members, timelines and methodology.
Change Assessment and Planning
Evaluates the Request for change prioritization and planning activities to minimize risk and impact. This will often identify the change and consider its upstream or downstream implications by checking the Configuration Management Database for who might be alerted or what change calendar events might be reviewed before scheduling an implementation date.
- Prioritization – Determine the type of change and prioritize the requests accordingly.
- Scheduling – Check the Release schedule to get an estimated time frame and fix the planned start date and end date
- Roll out plan – Plan out the implementation activities
- Back out plan – Back out plan in case of unexpected setbacks
Change approvals
Change management handles a change from Request, to planning, implementation, communication, and approvals. Change approval is crucial to eliminate any execution failure and downtime. Approval is based upon risk, and a CAB handles higher risk or business impact approvals where standard change like patch deployment does not require CAB approval and are pre-approved. Change request is approved only if all the CAB members approve it. Upon rejection, reassessment review is done and submitted again for CAB approval.
Release Management
Change implementation is handled by Release management team. When a Change is CAB Approved the implementation deployment planning begins.
Release involves a final check of all the implementation aspects of the Change, technical and nontechnical, being validated and planned to a logical roll out with validation before, during and immediate check out after implementation.
Change Management review happens once the implementation is completed to ensure everything has gone according to the plan. This is delivered by a Post Implementation Review (PIR) check that the implementation team followed their processes planning, testing, and implementation check out.
Release Management in Freshservice
Releases provides a filtered view of all Releases:
● New and Your Open Releases
● Your Completed Releases
● Your Releases
● Unassigned Releases
● Completed Releases
● Incomplete Releases
● Emergency Releases
● Trash
● All Releases

San Francisco Bay Area: linkedin.com/groups/7064063/ itSMF- San Francisco Bay Area (Silicon Valley Chapter)
