Enterprise Service Management (ESM) has time and again proven that many of ITSM’s best practices have applicability beyond IT. The global pandemic and the corporate need for digital workflow enablements have accelerated the growth of companies adopting ESM in 2021. Wider adoption of the technology continues to be imminent as organizations pursue to extend the core IT service desk practices to other lines of business.

When a customer service agent picks up a phone or opens an email or text, there's usually a stressed or upset customer on the other end. A package didn’t arrive. A bill contained incorrect charges. A server crashed, and no one can access their data. This is a crucial moment that can make or break relationships—as can any customer interaction with a company, from buying a product to asking for help. It can even happen while the agent engages with other teams to resolve an issue.

I’m excited to announce that, for the first time, ServiceNow has been named a Leader in the Forrester Wave™: Digital Process Automation Software, Q4 2021. This complements our recognition as a Leader in the Forrester Wave™: Low-Code Development Platforms for Professional Developers, Q2 2021. We attribute this recognition to our latest low-code innovations in ServiceNow® Creator Workflows and our purpose-built automation components to cover all enterprise processes.

Sharath Lagisetty, senior principal product manager for Customer Workflows at ServiceNow, co-authored this blog. As companies engage with different customers and partners via digital channels, it’s critical to establish a rich understanding of each entity and their relationships, both to the company and to each other. The latest release of ServiceNow® Customer Service Management extends Customer Data Models to support multilevel relationships.

Understanding the relationship between Service Management and Project Management is a topic of interest for many people because, at first glance, both techniques appear to be competing for the same workspace in many organizations. They are critical practices for every business to develop and prosper. So, although project management and service management may sound similar, there are several key distinctions between the two concepts.

Professional services automation can radically transform the potential of your organization. By tapping into the power of workflow automation solutions, you can accelerate critical business processes and reduce the need for team members to complete tedious and repetitive tasks. If you want to get more done with less, workflow automation is the answer. For a professional service business, ensuring your workforce spends as much time as possible on client-facing tasks is critical to success.

Field service management covers a lot of areas, from installing and maintaining field equipment to scheduling, dispatching, and labor tracking. Across those myriad areas are numerous challenges: scheduling conflicts, miscommunications, workforce changes, customer dissatisfaction, poor first-time fix rates, lack of asset visibility, and more. But field service management is vital to successful business operations. Here are three ways ServiceNow helps companies improve their field service operations.

As I write this blog on IT service management (ITSM) predictions for 2022, I’m not entirely sure where 2021 disappeared to. 2021 went very much the way of 2020 for many IT organizations. However, it did see the replacement of 2020’s need to rapidly move employees to homeworking (and changing IT services and support capabilities to reflect new ways of working) with the need to return some employees to office-based working.

Nobody could have predicted 2020, and 2021 was another year to be reckoned with. With 2022 just around the corner, the SolarWinds Head Geeks share their thoughts on what the new year has in store.

ServiceNow is widely used across Fortune 1000 and Global 5000 enterprises, so it’s no wonder that the majority of BigPanda customers use ServiceNow and integrate with it to streamline their ticketing requests. BigPanda’s AIOps Event Correlation and Automation Platform provides context-rich incidents to IT Ops teams relying on ServiceNow and helps them gain end-to-end real-time visibility into their operations.