When a customer contacts customer service, whatever channel they use or problem they have, they want fast answers. Most expect “now” service within 5 minutes of making contact online and say that valuing their time is the most important thing a company can do to provide good customer service.
Onboarding is a critical moment in the employee life cycle. It is the unique opportunity companies have to engage their new hires, excite them and provide assurance and confidence that they have joined a great company. Making the life-changing decision to move to a new employer should not be followed by disappointment at the start of the journey. People need to feel that they have made the right choice from the very beginning, and this creates a strong bond with the company, the new team and a sense of common purpose. Find out more about creating an amazing onboarding experience.
We've been talking for years about running IT as a business. Multiple industry standards have taken their shot a guiding customers down this golden path, with varying degrees of success. The latest, and possibly most promising, is called IT4IT. This blog is meant as a quick introduction to IT4IT and our suggestions on how to get started.
Behind the scenes here at ServiceNow, the Knowledge Management and Multimedia teams work closely with subject matter experts to disseminate critical information to our customers. We've found that certain topics come up frequently, in the form of best practices that can help you keep your ServiceNow instances running smoothly.
IProject Portfolio Management provides a simplified, team-oriented approach to Project Portfolio Management and IT development by combining several individual applications. After you upgrade the instance, the default value of the Retain start on constraint on tasks after adding relations property is now set to true and cannot be changed back to false.
Part of my role, in ITSM Product Management, is delivering roadmap sessions to our customers and partners. I really enjoy this part of the job; showcasing some of the latest features that will be coming out in the next few releases (a glimpse of the future). More importantly, I love the feedback I receive and hearing how our customers are implementing their own new features and migrating applications and business services onto the ServiceNow platform. As I start to hear common themes (for example what’s ServiceNow’s position on SIAM and multi-vendor management?), I have a great opportunity to help influence our product roadmap and define priorities for our core product development teams.
I think we all understand at this point that the ServiceNow platform can do a whole lot more than just "IT". Many of you are using the platform for Customer Relationship Management and Customer Service Management. Are you really, though, using those processes as intended?
"More is better." There's a statement to spark a debate if ever there was one. Arguably in some situations, this is true. For example "I have more time to do the things I want because ServiceNow helped me streamline my department's work." When it comes to choosing how many rows you want to see in each list in the application, it pays to be a bit more discerning. Just because you "can" display 1,000 rows in a list does not mean that you "should." If your users are complaining of slow form load times or that the system is slow to save records and show them their work list, you may be able to improve performance by displaying "just enough" data.
ServiceNow share Last week how early on in my career I managed a technical support and customer service center and service was considered a cost center and a necessary evil. How times have changed, and how far most companies have come in changing that perception!
The Performance Analytics release for Kingston continues to focus on user experience - from end-user to admin - to help customers get started quickly with powerful visualizations and analytics, easier access to external data, out-of-the-box content, and more.