servicenow-Knowledge-base-integration

Integrate a Third-party Authoring Tool with ServiceNow Knowledge Management Using SynQ

August 24th, 2016 | by

ServiceNow Knowledge management allows users to create, edit, and view knowledge articles to share information across the organization. In this post we discuss how you can use SynQ to make creation of knowledge articles more powerful and efficient. Read more »

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The Best Way to Integrate BMC Remedy with ServiceNow

August 18th, 2016 | by

BMC Remedy started out as an on-premise solution. Today, RemedyForce is a combination of Remedy technologies and Salesforce’s Force.com platform. ServiceNow, in contrast, was designed and built from scratch to “live and work” entirely in the cloud, and is supported by a robust “enterprise IT cloud” architecture designed and overseen by ServiceNow. So, ServiceNow combines the strengths, flexibility and economies only possible with native cloud solutions with consistent, contractually guaranteed levels of availability and security. Read more »

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5 Common Pitfalls when Integrating ServiceNow

August 12th, 2016 | by

Integrating ServiceNow with your enterprise can either be an uphill task or a cakewalk, depending on how much planning has gone into the process. A successful ServiceNow integration brings in improved client satisfaction, enhanced communication among teams, smooth information flow within the enterprise and reduced costs. However, there are a few common pitfalls that need to be avoided for the integration to be successful. Read more »

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10 Best Practices when Migrating from BMC Remedy to ServiceNow

July 25th, 2016 | by

One of the most frequently asked questions that we receive from our customers is how to handle the complex migration between BMC Remedy to ServiceNow. In this post, we share 10 best practices based on our experience in handling several such migrations between Remedy and ServiceNow.
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Battle of the Service Clouds Part 4: Integrated Service Operations – Salesforce vs ServiceNow

July 7th, 2016 | by

In Parts 1, 2, and 3 of this series we compared Salesforce Service Cloud and ServiceNow Customer Service Management, and showed why ServiceNow had the edge when it comes to customer service. In this post, we go deeper, looking at integrated service operations. Read more »

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Battle of the Service Clouds Part 3: Transforming Customer Experience – Salesforce vs ServiceNow

June 28th, 2016 | by

In Part 1 of the series, we saw what makes ServiceNow superior to Salesforce when it comes to managing Customer Service. In Part 2 of the series, we saw how ServiceNow makes Customer Support teams more effective and efficient by providing them with holistic information. In this concluding part, we will see how ServiceNow actually lets you manage the entire process of Customer Service Management. Read more »

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Battle of the Service Clouds Part 2: Upgrading Customer Support – Salesforce vs ServiceNow

June 22nd, 2016 | by

In Part 1 of the series, we saw what makes ServiceNow the preferred tool when it comes to Customer Service Management. By moving away from the Quick Response approach of traditional CRM to a Quick Resolution approach of Service Management, ServiceNow goes over and above customer engagement. It links back end processes to deliver what customers actually want. Read more »

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Battle of the Service Clouds Part 1: From Quick Response to Quick Resolution – Salesforce vs ServiceNow

June 11th, 2016 | by

Circa 2009: The focus of Customer Service was Quick Response. As long as the customer got a quick acknowledgement of his query, he was happy. “We are looking into it and will get back to you shortly.” – This would have easily sufficed. But the world of customer support needed more. Read more »

service management trends

Knowledge16 – Four Emerging Trends in Enterprise Service Management

June 1st, 2016 | by

In the previous post, we saw how enterprises can transform employee experiences in the workplace by providing them systems that are not only connected but also intuitive with seamless flow of information. In this post, we will talk about four emerging trends in Enterprise Service Management that were identified at Knowledge16.  Read more »