Managed Service Providers (MSPs) in IT have the unenviable task of hastening the digital transformation in companies, especially during these trying times. It becomes even more onerous, considering that the hardest-hit segment of Small and Medium Businesses (SMBs) are their major customers. According to the Global State of the MSP report, cloud migrations and security are expected to be the top drivers of MSPs growth for MSPs in 2020.

Implementing change in large organizations is always a challenge, and the City of Copenhagen, with its 45,000 employees, is no exception. Three years ago, we embarked on a journey to implement a central enterprise service management portal using ServiceNow HR Service Delivery. Our objective was to improve the employee experience.

Okay, good. You have a change management practice in place. You know how to define it, its benefits, how to get the process started, and how to measure its success. You also know it makes for greater success for business initiatives, it prepares the organization for the future, and drives consistency. But how can your current change management practice be improved upon? No matter if you’re a change requestor or change manager, the improvement of your current practice depends on these four actions.

Efficient and productive customer service representatives are a baseline, not a gold standard. A recent Aberdeen report reveals that forward-thinking customer service organizations have developed strategies to directly benefit customers by making engaging with brands more convenient. These companies understand that effortless service experiences create a competitive advantage.

Zoom Video Communications, Inc. and ServiceNow today announced a commitment to each other’s technology solutions to make work-anywhere experiences work even better. With the ongoing pandemic and shelter in place orders Zoom’s usage rocketed to 300 million daily meeting participants in April 2020. Zoom deployed ServiceNow’s Customer Service Management (CSM) to scale its customer service operations and enable critical communications capabilities for its global community.

The global effect of and challenges to business in 2020 is the very definition of “unprecedented.” While large enterprises enjoy the advantage of scale to redistribute focus and sustain demand for their goods and services, small- to medium-sized businesses may not be as lucky. For example, your favorite restaurants and retail shops, both local and national chains, have been hit in previously inconceivable ways, and are doing everything in their power to survive.

For some, change is something to look forward to. For others, it may be scary and anxiety-inducing. If the latter describes your organization, it may be time to rethink your change management practice. Changes are necessary in ITSM. Whether standard or an emergency, if IT changes are not successful, the business could suffer in the long run. Performing changes allows IT pros and business leaders to be proactive when risks arise to minimize disruption and keep employees engaged in the work that counts.

With pandemic’s sudden hitting, most offices and companies had to quickly move their operations and have an apt Work-from-Home policy defined, the technology gap in both the front end and the companies’ back-end operations came in scathing review , While BFSI institutions also had a WFH policy, there services were deemed to be necessary. Since people couldn’t line up outside banks, the banks had to keep their technology fine-tuned to assist their customers in these testing times.

Our client is one of the biggest oil and gas conglomerates in India, contributing to around 75% of Indian domestic production. They have been in business for over 60 years, currently employing around 30,000 people. With decades of growth, they have entered into different ancillary companies and expanded globally. The expansion has led to several offices, branches, desks, and teams spread across geographies.