ServiceNow Extends Scope of Services Reach

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    At the ServiceNow Knowledge 2016 conference today, ServiceNow unfurled a customer support application built from the ground up with collaboration in mind, while at the same time revealing that its cloud management suite of IT tools also supports the Microsoft Azure cloud.

    Dave Wright, chief strategy officer for ServiceNow, says that rather than approaching customer service as a series of isolated interactions, the ServiceNow Customer Service Management application leverages the workflow engine that ServiceNow employs in all its applications to make it simpler to route complex service requests across multiple people and organizations.

    To drive home the fact that there is a need for a new approach to services, ServiceNow this week also released a global survey of 2,400 managers that finds that a full 69 percent report that manual processes sap productivity inside their organization. At the moment, the survey finds that only 28 percent of them are making use of mobile applications to request services. In fact, the survey finds that most service requests begin with an email rather than a dedicated application. The trouble is that, by definition, email is the least efficient way to manage service requests.

    While ServiceNow broke new ground in terms of customer service applications, extending the reach of its IT management applications also remains a priority. To that end, the ServiceNow Cloud Management service enables IT organizations to create a common set of templates for requesting IT services across public clouds and IT resources running on premise.

    Whether it is for customer service or internal IT services, the experience the average consumer has today when engaging service organizations far exceeds anything they experience at work. As such, there’s a definite need to modernize the customer service experience within most B2B environments. In fact, more often than not, aside from products and pricing, the only thing that really distinguishes one organization from another is the quality of the service experience.

    Mike Vizard
    Mike Vizard
    Michael Vizard is a seasoned IT journalist, with nearly 30 years of experience writing and editing about enterprise IT issues. He is a contributor to publications including Programmableweb, IT Business Edge, CIOinsight and UBM Tech. He formerly was editorial director for Ziff-Davis Enterprise, where he launched the company’s custom content division, and has also served as editor in chief for CRN and InfoWorld. He also has held editorial positions at PC Week, Computerworld and Digital Review.

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