Enterprise service management - whether in its pure form or supporting digital transformation strategies - is still one of the hottest IT service management (ITSM) or service management trends.

We’re thrilled to announce that Frost & Sullivan has awarded the 2021 Asia-Pacific Company of the Year Award for secure remote access to Pulse Secure (acquired by Ivanti). In determining awards, Frost & Sullivan “applies a rigorous analytical process” that includes “detailed evaluation of best practices criteria.”

These days, any tech company can say it’s innovative. At ServiceNow, we don’t just say it—we practice innovation in everything we do, especially in India. With a global focus on artificial intelligence and its uses within data and analytics, ServiceNow India has dedicated an entire data science team to predictive analytics. “That is just so next-gen,” says Puneet H., senior manager of data analytics.

Rahul Guha, product management director for Customer Service Management, co-authored this blog. When customers request help from customer service agents, it’s usually because they can’t find the answers they need or are unable to resolve problems on their own. When they do turn to customer service, they expect representatives to know how to fix their issues quickly and completely.

In advance of this week’s Thanksgiving holiday in the U.S., the U.S. Cybersecurity & Infrastructure Agency (CISA) and the Federal Bureau of Investigation (FBI) issued a reminder for critical infrastructure to stay vigilant against cyber threats during holidays and weekends. This advisory is a reminder the holidays present a noted challenge for businesses and an opportunity for cyber adversaries.

Delivering both constant innovation and consistently great experiences with software offerings is becoming a critical business imperative in the new world of hybrid work. As a result, more companies are transforming to become software companies—creating the need to quickly and continuously upgrade software applications and technology foundations. Easier said than done? Not anymore.

In recent years self-service has become an imperative for many businesses. Offering comprehensive self-service options like a customer knowledge base, chat, and community forums plays a huge role in the self-service success. And, maybe even more critically important is unifying those different support channels, so that requests are captured, processed, and responded to within a single system.

The U.S. State Department has a global workforce of 69,000 across more than 270 diplomatic missions. To support the work of its “untethered diplomats,” State’s Bureau of Information Resource Management uses a multi-cloud approach that provides cost-effective, flexible, and reliable access to cloud-based resources, allowing staff to seamlessly collaborate, free from the limitations of VPNs and corporate networks.

General Data Protection Regulation (GDPR). Most of us remember the months and weeks leading up to the deadline. We did whatever needed to be done to achieve compliance. Now it seems like a distant memory. And the pressure is mostly off. But in other ways, it was just the beginning. As you continue creating your day-to-day compliance strategy, you might find that the tactics that got you to the finish line were more short-term solutions that won’t necessarily stand long-term.