ServiceNow announces service revolution

ServiceNow announced the “Service Revolution”. This revolution means that companies can provide employees and customers with the service experience they have been accustomed to as consumers for many years. This service revolution not only requires a change in the organization’s way of thinking, but also a platform that allows all departments and systems to collaborate smoothly.

This was announced by ServiceNow Chief Strategy Officer Dave Wright at the first NowForum conference in Amsterdam. At the event, Wright introduced ServiceNow’s ambitions to customers and partners. The company has quickly grown into an important provider of ITSM solutions in the Netherlands, while also focusing on other areas such as human resources, marketing and field services.

Provide services to own employees and customers
Dave Wright described the huge gap created by the company’s services to consumers and between their own employees and customers. Wright explained: “Today’s consumers have access to a large number of easy-to-use applications.” He said: “He can freely orient himself on all products and services and devices; adapt them to his own wishes; order them, and Operate according to the order status from the supplier to his front door. Employees and customers must do this. Due to cumbersome internal processes, loose structures and time-consuming, most of them are still processed by phone and email, and employees spend an average of 15 per week Hours to monitor and check whether it is on time and the right people have taken action. Not only will it cause errors, delays and great annoyance, but it will also indirectly damage the company’s image.

Wright said that all services should become as easy to use as consumer applications. According to him, this is easy to achieve. “Generally speaking, 40% of services consist of simple activities, such as communicating address changes or asking for leave. About 92% of the processes can be easily automated. This can be done with the help of a service management platform. Here, you can pass all The equipment can easily report requests or problems; ensure that the correct procedures are initiated; involve the right people and departments and provide continuous feedback on the status of the affairs; a service management system has also been established. Real-time and predictive analysis can be performed, which can be faster Take action.

Action system
Wright pointed out that there is a lack of “action system.” This is to ensure that the front-end activities carried out through the CRM system or the “participation system” are actually carried out through automated workflows, and then they are finally registered in the back-end ERP-like enterprise system, or called the “system of record-.” The service management system bridges the gap between existing business applications, and because of its extensive collaboration capabilities, it also bridges the gap between the different departments involved in the execution of these actions. Now, departmental boundaries are often insurmountable obstacles to the actual completion of the work. “Wright said.

Companies that want to switch to real service management should not just buy tools. Wright believes that there are three basic conditions for optimally setting up a service management platform. “First, the existing work processes must be properly analyzed and optimized. Then they are recorded in a good work process. In addition, service management tools must promote good cooperation among all departments and experts involved in the central environment. Modern collaboration and The possibilities of chat features include. After all, real-time and predictive analytics are important to understand the nature of needs and problems so that you can better respond to them.”

Start the service revolution
Wright said: “Customers and employees clearly require the use of a user-friendly system; the right person or department is required to quickly deal with their requirements and issues, and they can access all relevant information in a good and fast way through their tablets and smartphones. . Keep up-to-date when necessary. The best service experience will accelerate the adoption of service management systems and truly trigger a service revolution.”