Trends in service and how they're shaping our industry.
Around this time each year, we do a blog post about what we’re most looking forward to at ServiceNow’s Knowledge each spring. This year we changed it up, opening the question to all of you fellow ServiceNow enthusiasts to see what everyone else is looking forward to. (Hopefully you all saw our Tales from the Trail contest!)
Bob is a manager of an IT service desk at a large company, and he has just run his performance dashboards for the month. They are completely green because he met the KPI goals he had set out for his employees. Go Bob! As he enters the printer room near his office on the seventh floor, he runs into Levi for the fifth time today. Levi’s a millennial that works on the first floor. “What are you doing up here, Levi?” “Using the printer. The one on the first floor isn’t working.” “So you walk all the way up here?” “Yup. I sent some emails to the service desk but didn’t hear anything.” “Did you try calling?” “I avoid the phone like the plague. I’d rather climb some stairs than make a phone call.” Back at his desk, Bob looks at his dashboards, now feeling that they are misleading. Levi would rather climb 7 flights of stairs multiple times a day than talk to the service desk! Clearly, feedback on the ground, or on the seventh floor as the case may be, wasn’t matching Bob’s green dashboard. Bob was experiencing “Watermelon Metrics.” The numbers and the dashboards all look green, but if Bob dug a little deeper, he would discover that, despite the green shell, experiences that could only be classified as “red” lurked beneath. If you have green dashboards but are still hearing rumblings that your customers or end-users are unhappy, perhaps you have a watermelon on your hands. We want to share Bob’s experience to help you build your own roadmap to improve customer service. It’s time to slice that watermelon!
ServiceNow is moving 1749 kilometers to the south from London to Madrid in the coming months. And with the new ServiceNow Madrid release comes everyone’s list of expectations and what to watch out for.
Suzie Southerland from South Pole Goods called her IT service desk because she couldn’t sync her Outlook email on her smartphone. Her friendly service desk analyst, Norman, answered her call, but in the middle of the phone call, he put her on hold for 3 minutes. Suzie heard 3 confusing minutes of silence. She didn’t know if she should call back or hold on. Norman did return and swiftly helped her synch her Outlook.
When was the last time you looked through the customizations to your ServiceNow instance to see if any comparable Out of the Box (OOTB) functionality was released since you implemented it?
The term “Digital Transformation” is thrown around a lot these days. But when we talk to IT leaders today, it’s undeniable that we’ve already entered a new age of business technology: that of the Digital Enterprise.
How many laptops do you manage at your organization? What about servers, printers, and monitors? How many software licenses do you have for Office, ServiceNow, your HR systems and communication tools? How are you tracking the chairs and desks you must purchase and replace over time?