Many executives and service owners are already familiar with the power of Performance Analytics in ServiceNow. Performance Analytics helps them understand service performance quickly and make critical decisions about their IT investments, operational goals and other service objectives. A mature service management solution doesn't limit these valuable insights to managers. You can provide your practitioners with trend information across a variety of dimensions from within the tool they use to deliver services to their customers daily. With In-Form or 'Context Sensitive' Analytics you can extend the power of Performance Analytics to ensure operations and service delivery teams have visibility into current objectives and goals, as well as real-time performance information to inform their customers, set expectations and improve satisfaction.
One question I’m frequently asked is “What is Service Mapping and what will it do for my organization?” While some applications on the ServiceNow platform can be easily summarized in a few sentences, Service Mapping deserves a deeper conversation to really illustrate the value that it brings. There is sometimes confusion with the purpose for building Service Maps, which leads to disappointment if a customer is expecting something that it was never intended to do. The opportunity to TA the Service Mapping Pre-Conference training at K17 earlier this month gave me the chance to talk to the instructors, TAs and students to compare their real-world experiences from their involvement on Service Mapping projects. Hearing perspectives from both customers and those responsible for delivery on these engagements, and drawing from my own experiences, the thing that really stood out to me is the importance of clearly setting the expectation on what Service Mapping is, and what it is not.
It seems today, the hot topic around ServiceNow is using the Service Portal. But many have found that in some aspects it can be limiting on what can be done out of the box.
By now you may have heard of the latest ransomware attack WannaCrypt, which began its attack on Friday May 12, 2017.
ServiceNow's annual Knowledge conference takes place next week at the Orlando Convention Center and is expected to draw nearly 15,000 professionals dedicated to transforming service relationships across their enterprises.
This is part four of the journey on The Road to Service Financial Management.
This is the last stop of our journey – in the previous stops on this journey; the Anatomy of a Service Portfolio, Building Complete Services and How to Unlock Service Value Using Cost Models, we explored some of the lesser understood concepts of service management and cost models that set the stage for how to leverage services to show value and change the dialog with your customers and partners. This leads to a service investment mindset that places IT (or any organization for that matter) at the table with business leaders for more meaningful discussions that focus on what services they want to buy instead of why IT costs so much. In this article we are going to explore some pathways to success that provide value through quick wins and targeted approaches to financial management that aligns with your organizational needs.
This is part two of a four part journey on the Road to Service Financial Management.
In part 1 of this journey; “The Anatomy of a Service Portfolio” we discussed the interconnected aspects of a Service Portfolio (taxonomy, catalogs and offerings). I also introduced the concept of the service portfolio as an investment tool that you can use to sell services to your customers and the need to define services in an end-to-end context. In this article we’ll take a closer look at a service framework that will help you build services that are strategically aligned to the businesses you support. The framework includes elements necessary to build complete services. Complete service are necessary to enable a service portfolio capability that can function as an investment tool that can help you build a strategic partnership with your customers.