Operations | Monitoring | ITSM | DevOps | Cloud

We have a saying at ServiceNow that the world’s biggest challenges are our biggest opportunities. Our purpose is to make the world work better for everyone — from the daily conveniences we’ve come to expect, to the larger-than-life experiences we’ll never forget. There are infinite ways we can help solve the world’s toughest business challenges, and we want to celebrate all of them. That’s why we’re unveiling the next phase of our brand evolution.

Helpdesk support software is used by organizations of all sizes to effectively manage support requests from customers. When support teams have access to the right tools, they can elevate customer experiences and inspire retention. Investing in robust helpdesk support software is a no-brainer for your organization. ‍ The question is, what are the best practices for implementing helpdesk support software? Typically, support teams already have firmly established workflows and processes in place.

Wondering how the pandemic affected your agency’s budget? Brandon Shopp answers this question and discusses how the pandemic impacted security and service delivery through budget allocations. Amid a rising tide of ransomware attacks against governments and schools nationwide accelerated by the COVID-19 pandemic, tech pros are prioritizing investments in core technologies to manage risk, including security and compliance, network infrastructure, and cloud computing.

In the world of IT, it’s common to see the terms CRM and ITSM being thrown around without much explanation of what they are and what they achieve in the grand scheme of things. The truth is that these tools are integral to any company’s success and learning to identify what they are —and most importantly how they work, should clear up any doubts when trying to implement them in day-to-day IT operations.

When you want to perform effective asset management, then maintenance is one of the major pillars which cannot be ignored. Asset maintenance and scheduling is a continuous procedure as there are assets and pieces of machinery in abundance, especially in big enterprises. That is why it is important to know best practices for maintenance planning and scheduling!

When a software update backfired resulting in an influx of IT tickets, this organization scaled the fix across all impacted devices, saving 100+ IT hours. Whether organizations run into technical roadblocks, budget constraints, resource limitations or any of the other myriad challenges that can stop a digital transformation project in its tracks, 73% of companies fail to provide any business value from their digital transformation process. All that planning and hard work for nothing.

At ServiceNow, customers have been our passion from the start. “The original founders of the company, beginning with Fred , always had the customer as the first, second, and third priority,” says CEO Bill McDermott. That passion drives us to work tirelessly to innovate on behalf of customers and help solve their business challenges. Good news travels fast. When our customers find better, easier ways to work, they want to share the experiences with others.

For many managers, there are two questions on permanent loop within their work: 1. Am I doing enough? 2. How do we make things quicker? When it comes to the first question, it is often a struggle to know when to let go. As a manager's role and responsibilities grow, and as their teams reach new levels of maturity, there is a need to shift focus towards the most important processes, while letting their team take responsibility of some others.

IT service management (ITSM) is big business. There are so many tools, vendors, and resellers out there, so how do you choose? If you work in a service desk or ITSM environment, the ITSM tool will be one of your most important spends. The right tool can help customer engagement, improve processes, and support effective incident resolution. As IT continues to recover and evolve in this new, post pandemic reality, “the best ITSM vendor” will mean different things to different people.

With a paradigm shift to hybrid work practices and remote working, some critical questions arise. Firstly, how can organizations optimize employee engagement by using service management technology and principles? Secondly, how to digitize processes and assets? Thirdly, and most importantly, how to keep operations running in a world where the ‘work-from-anywhere’ workforce model is prevalent?