Syncing with ServiceNow

In a competitive market, delivering great customer service is critical to maintaining relevance and exceeding expectations. However, many organizations struggle to manage fragmented systems, front and back offices that don’t “talk” to each other, and clunky workflows that tap into far too many systems and applications.

In fact, according to the ServiceNow Customer Experience Trends report, “44% of agents say their biggest challenges are difficulty communicating with other departments and delays resolving customer issues.”

ServiceNow is dedicated to helping organizations across industries make it easier for customers to self-serve, empower agents with automation and intelligence, and streamline front-, middle-, and back-office workflows in six key ways.

Host: Andy Whiteside
Co-host: Mike Sabia
Co-host: Eddie McDonald

Knowledge 2024 was an incredible, action-packed three days of inspiring keynotes, exciting demos and breakout sessions, and plentiful networking opportunities for the 20,000 ServiceNow customers, partners, and developers in attendance.

In addition to announcements about expanded GenAI, workflow automation, and partner solutions, here are the key takeaways from Knowledge

Host: Andy Whiteside
Co-host: Fred Reynolds
Co-host: Mike Sabia
Co-host: Eddie McDonald

SANTA CLARA, Calif. – March 19, 2024 – ServiceNow (NYSE: NOW), the leading digital workflow company making the world work better for everyone, has been named a Leader in two IDC MarketScape vendor assessments:

• Worldwide Value Stream Management (VSM) and Agile Project and Portfolio Management 2023‑2024
• Worldwide Strategic Portfolio Management (SPM) and IT Project and Portfolio Management 2023‑2024

According to the reports, “ServiceNow’s combined platform and execution across its Strategic Portfolio Management strategy enable a strong foundation for leverage for Project Portfolio Management, Application Portfolio Management, and Agile. The company’s expanding focus with AI and GenAI create a needed foundation and basis to evolve further as organizations seek to manage Products, Agile Release Trains (ARTs), portfolios, epics, programs, and/or tasks and user stories that encompass business and other initiatives.”

“Value Stream Management and Strategic Portfolio Management have become essential for organizations to execute and deliver in our fast‑paced, dynamic world of work,” said Pablo Stern, SVP, Technology Workflow Products at ServiceNow. “Business leaders are looking to ServiceNow to deliver business outcomes and better adapt to change. Through the power of intelligent automation and AI, the Now Platform can help connect everyone from the C‑Suite to Agile and DevOps teams to align with business strategy and optimize workflows so companies can prioritize speed, compliance, and value delivery at scale."

Host: Andy Whiteside
Co-host: Mike Sabia
Co-host: Eddie McDonald

The demands of modern businesses continue to reshape IT asset management (ITAM) beyond traditional practices and tools.

ServiceNow commissioned Enterprise Management Associates to survey 450 global IT leaders on the state of ITAM. Our report, “A business view of ITAM,” sheds light on the most critical aspects leaders need to focus on to deliver ITAM success.

Host: Andy Whiteside
Co-host: Fred Reynolds
Co-host: Eddie McDonald
Co-host: Mike Sabia

Organizations are under more pressure than ever to maximize the benefits of their digital transformation technology investments. Those that use technology to ramp up productivity will leapfrog the competition.

At ServiceNow, we’re excited to support organizations in their digital transformation journeys. The Now Platform® Washington, D.C., release, available today, is designed to do exactly that. The innovations in this release deliver intelligent automation, simplified experiences, and extensibility—complemented by generative AI (GenAI)—for fast time to value.

Host: Andy Whiteside
Co-host: Mike Sabia
Co-host: Fred Reynolds
Co-host: Eddie McDonald

At ServiceNow, we’re driven by our purpose to make the world work better for everyone. To that end, one of our top priorities is helping the global nonprofit sector digitally transform its operations.

That’s why we’re launching the ServiceNow.org Partnership for Good Grant: to provide nonprofits with technology that will allow them to do better business and more good.

In 2024, we’ll award four grants—up to $2 million in total value—to individual nonprofits that use technology in impactful ways to enable greater efficiencies and better serve their communities.

Host: Andy Whiteside
Co-host: Eddie McDonald
Co-host: Mike Sabia

Continuous change and economic uncertainty are normal in today’s business environment. In fact, 88% of executives believe their customers are changing faster than their business can keep up, according to Accenture.

A unified and intelligent platform can help organizations focus on what matters most—Net Promoter Score, revenue growth, and margin expansion—and seamlessly adapt to change.

At ServiceNow, we use our solutions internally to maintain this same focus while ensuring we’re ready to take on whatever comes next. Let’s look at three examples:

• IT Service Management and IT Operations Management (together known as service operations)
• IT Asset Management
• Strategic Portfolio Management

Host: Andy Whiteside
Co-host: Eddie McDonald
Co-host: Mike Sabia

If you're a ServiceNow Architect, aim to become one, or work with Architects, this article could be useful for you!

I wanted to share with you my experience of the excellent ServiceNow Certified Master Architect (CMA) program that I'm lucky to be a part of.

Wait… What is that Certified Master Architect program?

ServiceNow has created a new "elite" program, to train and certify specialists, way above the “Implementation Specialist” level.

This is a six-month program, including 2 weeks of on-site trainings, and 4-6 hours per week of live webinars! This program is currently only offered to registered implementation partners and internal customer facing ServiceNow consultants. This program and certification is not intended for customers.

A typical participant is expected to be a veteran leader in the ServiceNow field, having successfully delivered many large, complex, global multi-product projects on the ServiceNow platform. They are required to have a special blend of technical expertise and soft skills in sales conversations and also post sales deliver domains allowing them to manage and communicate best practice advice and guidance with customers.

Host: Andy Whiteside
Co-host: Fred Reynolds
Co-host: Eddie McDonald
Co-host: Mike Sabia

ServiceNow is excited to peer into the future of customer experience (CX) to see what’s in store. Customer operations and service delivery have undergone significant disruptions in recent years. The year ahead promises to be no different.

The continuing need to deliver a frictionless customer journey, a renewed focus on improving the agent experience, and the meteoric rise of generative AI (GenAI) are some of the many reasons why CX is poised for transformation.

Join us in counting down our top CX predictions for 2024:

Host: Andy Whiteside
Co-host: Fred Reynolds
Co-host: Becky Whiten
Co-host: John Dahl

The Information Technology Infrastructure Library (ITIL) is a customer-centric framework that promotes governance, collaboration, and continuous improvement. At a time when IT service management (ITSM) is changing with new technology, shifting regulatory requirements, and decentralized teams, this is vital.

We explored how the ITIL 4 service value system helps ITSM service providers generate business value through the creation, delivery, and continuous improvement of services. Now let’s look at ITIL 4 guidance on change enablement.

Host: Andy Whtieside
Co-host: John Dahl
Co-host: Eddie McDonald