The latest News and Information on Helpdesk, Service Desk, IT Helpdesk.


Are Your Employees' Tickets Resolved or Are They on Vacation?

Every year during the holidays, our customer, a multinational professional services organization, has thousands of IT tickets built up due to employees on vacation. As the IT teams reached out and didn’t receive a response, their performance metrics ticked up, impacting their quarterly goals and customer satisfaction. In defense of these employees, we all know what it is like to come back to an overflowing inbox.


Streamlining order management in telecommunications

Most people wouldn’t consider order management the most exciting part of business, but perhaps they should. For Deutsche Telekom, order management sits at the very heart of our business operations. It’s the activation point, the moment when things start to get real. Done badly, it can create disparate silos, inefficient orchestration, slow delivery times, high costs, and a poor customer experience. We don’t want that.


The Rome release starts at home-a customer zero story

ServiceNow’s 6,900 customers have pretty big expectations of what ServiceNow needs to deliver to help them achieve their business goals—from more engaging employee experiences to boosted customer loyalty and increased agility, productivity, and efficiency. We aim to meet those expectations by practicing what we preach.

IT analytics in 90 seconds: Identify venues for savings across hardware endpoints

Endpoint management practices enriched with advanced analytics can be a very effective tool in cutting down on operational costs without compromising on efficiency. Leverage Analytics Plus reports to reduce costs incurred by workstations in your secure environment.

Customer Service Management (Leveraging Software)

Have you considered leveraging cloud-based software solutions to improve your customer service management? Workflow automation software can elevate customer experiences by improving response times. If you’re looking for a way to streamline communication between all parties, you need a centralized hub for project implementation and delivery. 58% of American consumers are prepared to switch companies because of poor customer service.


New ServiceNow industry solutions help organizations adapt to digital-first world

The pandemic has accelerated the digital imperative across all industries. At ServiceNow, our purpose is to make the world of work, work better for people. That purpose has never been clearer as we help our customers solve some of the most pressing challenges of the 21st century—from talent shortages to continuing global vaccination efforts—and everything in between.


Create a great end-to-end customer experience with Rome release

During the pandemic, companies that weren’t digitally enabled had great difficulty dealing with the massive disruption that hit them overnight. For me, this reinforced the lesson that great customer experience goes beyond simply boosting engagement or providing multiple touch points. Instead, customer-centric companies outperform by realigning operations and processes for better customer outcomes.


Welcome to the Now Platform Rome release!

Employees and customers want seamless experiences wherever work happens—in an office, a hospital, a manufacturing floor, at home, or on the go. To survive in the new world of hybrid work, companies must embrace digital platforms that empower their most important stakeholders. That’s why I’m thrilled to announce the Now Platform® Rome release, which is generally available to customers starting today.

ServiceDesk Plus Cloud's all-new UI - Exclusive Training

Introducing the all-new UI of ServiceDesk Plus Cloud. A refreshing new look for your service desk, Kanban for an efficient ticket queue, powerful dashboards for easy access to information, an adaptive service desk layout and more. In this exclusive training, product experts demonstrate what the upcoming new user experience will be like and showcase new functions across all modules, ensuring teams are up to speed before switching over to the new UI.