For over four decades, large US businesses have relied upon the shared services business model for cost reduction and operational efficiency. Even now, the trend continues with over 80% of the Fortune 500 companies in the USembracing it for obvious reasons. Presently, Human Resources (HR) and Legal shared services teams have become increasingly popular due to their sensitive nature and the supportive role they play in the overall functioning of a business.

So, what does CX mean? As you can expect with any “what is” query you pop into Google, Wikipedia does a great job providing customer experience definition. It says that: “The product of an interaction between an organization and a customer over the duration of their relationship”. Now, by all means – that 100 % true. But, being in the customer experience game ourselves, we’re not entirely satiated. At least not just yet.

Being a student can be exciting—and tough — all at the same time. There are many new things to get used to: a new place to live with new people, finding your way around a jumble of buildings, and new freedoms, often for the first time. Then there’s the challenge of your studies, with lots of new things to learn, deadlines to meet, and exams to pass. For many, life can feel quite stressful.

Today’s employees and customers expect modern, frictionless IT service management (ITSM) experiences that incorporate digital workflows. But how do enterprise IT leaders deliver on this expectation? The answer is simple: human-centered IT service management. Human-centered ITSM means incorporating human-centered design to simplify IT technology and make it easy for people to use. It’s not a completely new concept, but it’s more critical today than ever. Here’s why.

Transitioning back to the office is becoming more of a possibility with each coming day. But managing the transition can leave you feeling overwhelmed. Where do you start? How will work be different after a year of working remotely? And how will you balance management of a remote and in-person workforce? The ServiceNow on-demand Back to Work webinar series can help you prepare for changes in the workplace post-COVID-19 in four key ways.

The check engine light on a vehicle warns the driver when something under the hood needs attention. Wouldn’t it be nice if every organization had a similar flashing indicator to let them know when their Transport Layer Security (TLS) certificate is about to expire? Unfortunately, reality isn’t that simple. We tend to deal with the day-to-day maintenance of our vehicle in different ways.

Positive employee and customer experiences are critical to business growth and digital transformation success. But, such experiences require revamping how organizations structure, deliver, and measure IT services. That’s why human-centered IT service management is growing in popularity for companies that want to innovate IT and gain a competitive advantage. Here are some insights for IT leaders who may be hesitant to take the leap into human-centered ITSM.