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.