What do you do when you know that there is a data security breach in your enterprise? Your security operations team checks if any information was lost, teams like HR, Audit and Legal get involved, the IT team works to figure out which machines were affected and bring them offline. It takes another couple of weeks to fix the issue and get your support team to inform customers that their data is safe (or not safe). Several email threads and phone calls between IT and Security teams further complicate the process. Is there a way which could make the entire process simpler, faster and more effective?
In a fast changing business world, the key to happy customers is a proactive resolution of issues. As a Managed Service Provider (MSP) your customers get more and more demanding, and you need to leverage technology to provide solutions that meet your customers’ requirements. Read more »
Customer data quality is a perception or an assessment of data’s fitness to serve its purpose in a given context. In this post we look at the importance of ensuring high data quality for ServiceNow CSM. Read more »
Service management solutions have traditionally been used by IT departments to support the technology needs across the organization. Many IT departments have successfully adopted service management principles and are utilizing tools for IT-related services. Read more »
‘Mobile’ is rapidly gaining importance in the business world. Gone are the days when employees had a 9 to 5 schedule, tethered to their desktops. Today’s employees need to be available and able to work on‑the‑go, from anywhere, on any device. And business leaders expect IT to easily support this seamless work‑anywhere experience.
Case escalation and routing are an integral part of any Customer Service Management system. They control how support requests are handled and by whom. It becomes all the more crucial when multiple service providers and vendors are on board. Read more »
What if you could instantly improve an internal process and have it updated for everyone in your organization? What if you could get rid of paper forms for simple requests like getting a new laptop for a new employee? What if your employees did not have to wait for approvals from seniors for mundane tasks?
In our series on battle of the service clouds, we saw how Salesforce’s CRM based approach to Customer Service is incomplete and leaves a lot to be desired. This gap is filled by ServiceNow which approaches Customer Service from the point of view of IT service management.
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