The service desk acts as the primary support mechanism in organizations, managing customer contacts for assistance and access to services. Their primary purpose includes the following: The service desk can manage their daily challenges in many ways. Still, the design and architecture of delivering services and a set of robust communication channels, powered by sufficient automation, collectively help the service desk excel and provide an excellent customer/consumer experience.

Knowledge 2021 has been two fantastic weeks of keynotes, panels, and discussions that brought together experts and thought leaders from every industry across the globe. We’ve experienced engaging digital presentations, been inspired by stories of digital transformation, and learned about the incredible power of workflows.

IT Service Desks are developed as an efficient mechanism of delivering quick help whenever your employees need it. But as businesses grow, so does the request volume and the pressure on the technicians to attend every call and resolve a ticket. And with the onset of the work-from-home necessity induced by the COVID-19 pandemic, IT teams are struggling to efficiently support a remote workforce with minimum resources.

Are poor productivity and dissatisfied customers one of the biggest challenges for your company? Do your employees lack a clear understanding of their roles and Standard Operating Procedures? Is your company struggling with operational efficiency?

The pandemic has undoubtedly accelerated digital transformation for organizations of all sizes and across all sectors. With that change, Canadians’ expectations for streamlined, simple digital services are shifting, too. Citizens are now looking for consumer-grade experiences from government. With demand for digital experiences increasing across all generations of Canadians, government has an opportunity to streamline their services for the digital age.

In today’s business environment, consumers and organizations have a different relationship altogether. Modern consumers have become more informed, and are not driven merely by quality or low prices. Gone are the days of product-oriented advertisements that focused just on the tangible benefits of a product or where premium quality was associated with better brands.

The Knowledge 2021 Digital Experience, our annual user conference, includes sessions from ServiceNow customers and partners about how they’re leveraging the Now Platform to grow their businesses and reshape their industries.