When customers need field service, the stakes are high, whether they’re getting started with a new product or service or something crucial to their business needs repair. These make-or-break moments influence customers’ long-term perception of your brand. Yet they're often complicated by internal system disconnects that require significant manual intervention.

We’ve all been there: at that frustrating moment when you have a problem or an urgent need and the customer support line is busy. Endless searching for answers turns up nothing that matches your predicament. That’s the friction ServiceNow teams are diving into headfirst to provide each of our customers satisfactory answers with promptness that matches the urgency they feel. Generative AI is helping the teams improve customer support at a rapid pace.

Organizations face myriad challenges in IT, from managing ever-growing backlogs to maintaining competitiveness. In the face of such challenges, ServiceNow App Engine emerges as a beacon of innovation for organizations of all kinds. By harnessing the power of low-code development, App Engine can streamline processes and accelerate solutions with less complexity, cost, and risk—all on one platform.

As the Australian workforce braces for increased AI and automation, individuals must adapt by acquiring new skills. In doing so, Australians can expand the impact of their work, embark on more fulfilling career paths, and increase their income potential. Recent ServiceNow-commissioned research from Pearson points to major changes in the workforce—in Australia and around the world—due to the implementation of AI and other technologies.

Although the extended reality of the metaverse may seem like it belongs in a mystifying, somewhat distant future, we’re already living in it. It’s built on the integration of augmented reality (AR) and virtual reality (VR) in the physical world. Industry leaders are exploring how these emerging technologies can enrich existing business processes. What they’ve honed in on is that the metaverse has remarkable potential to transform the future of digital learning and work.

What began with siloed shared services models—which consolidated a single business function’s scattered processes into one cohesive structure—has evolved over the past decade into integrated global business services (GBS) that seek to transform internal and external operations at scale. The GBS model remains a work in progress, according to GBS experts in a ServiceNow-commissioned white paper by Deborah Kops.