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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As companies embrace customer-centric, omni-channel strategies, many organizations continue to be met with major obstacles when it comes to integrating disparate systems, and more importantly, the data they share. Executing a comprehensive omni-channel strategy requires companies to assimilate massive amounts of data – data that up to now would be stored in multiple internal and external systems with varying data models – into a single platform.
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NetSuite is a unified business management suite, encompassing ERP/Financials, CRM and ecommerce. NetSuite groups its services into four main suites plus NetSuite OneWorld: Read more »
ServiceNow had its beginnings a few years ago when the company designed an IT service management application to help automate routine service desk tasks, such as picking up help desk tickets, assigning them to IT staff and tracking the resolution of the problem. The goal was to build a business that would replace legacy on-premises IT service management applications. Read more »
The goal of integrating ServiceNow incident management is to restore normal service operation as quickly as possible following an incident, while minimizing impact to business operations and ensuring quality is maintained. Read more »
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 »
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 »
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 »
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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