Time after time, customers tell us how investing in ServiceNow certification helps them deliver better business outcomes, accelerate time to value, and drive innovation. The benefits for individual ServiceNow professionals are equally clear: skills that power team success, increase credibility, and enhance career prospects. An IDC survey provides independent confirmation of these benefits.

Mayank A, senior principal inbound product manager for Customer Workflows at ServiceNow, co-authored this blog. The way customers want to engage with organizations is radically changing. The pandemic and multiple shutdowns brought these changes to the forefront, forcing organizations to rethink their customer experience, both in person and online, and accelerate digital transformation projects to try to better align the customer journey with expectations.

IT workloads and the demands for IT services are increasing in today's digital world as organizations rely more and more on technology services in the hybrid workplace. Among the challenges: Don’t fret. You can vanquish these obstacles like the fearless and decisive IT leader you are when you get all of the awesomeness in the ServiceNow® IT Service Management (ITSM) solution, including the power of artificial intelligence (AI), chatbots, and analytics.

Service level agreements (SLAs), if used correctly, can be one of the most important tools in a service-oriented organization. Done well, they communicate what’s expected of all parties and can go a long way to improving the relationship between the business and its IT organization. Some would even argue that good IT service management (ITSM) is built on a bedrock of SLAs (as well as continual improvement). Here are four tips for building more effective SLAs.

A stringent account lockout policy is vital to derail password guessing and brute-force attacks but it also runs the risk of locking out legitimate users costing businesses valuable time, money, and effort. With password reset requests accounting for almost 30% of the total IT help desk tickets, resolving frequent account lockouts becomes an indispensable part of a sysadmin’s job.

Running a customer contact center to meet the sky-high expectations of today’s customers is hard work. Success depends on having agents who can empathize with and advocate for your customers in order to give them satisfactory answers and resolutions. This is no small task, and the dynamic nature and complexity of all the factors involved make it even more difficult.