The ServiceNow product team had a clear goal: Reimagine the employee experience on the Now Platform. That meant designing a solution that would deliver a unified and proactive experience personalized for each user. The team started by talking with customers around the world—of all sizes and across many industries. They also turned to the ServiceNow IT team. IT provided firsthand knowledge of what it means to deliver an exceptional employee experience on the platform.

Implementation teams play a critical role in introducing organizations to new systems and solutions. If you’re actively taking steps to improve workflow efficiency and streamline operations, implementation teams could help you to make significant steps forward. Let’s explore how professional service organizations use implementation teams to unlock the value of workflow automation and management solutions.

Over the last year, labour shortages and supply chain challenges have created a perfect storm, creating a business landscape marked by strained resources and little room for error. The 2021 holiday season ramped up pressure on businesses that are already struggling to keep up.

Hari Vats, senior knowledge manager of global technical support at ServiceNow, co-authored this blog. Who wouldn’t want a faster, more relevant search on their knowledge base? Improving search results is tricky. Organizations can spend a lot of time and money making small improvements to very complex, dynamic environments of information. When ServiceNow acquired an AI search technology company in 2020, we were thrilled to see an immediate return.

(This article originally appeared in IT Pro Portal) The service desk as we know it isn’t going to vanish into thin air. But, there are some clear indications that the concept of the service desk as we know it is already evolving into something else, something more innovative. The old way of responding to tickets and problem-solving in silos is over.

Tl;dr: Log4j is a mess, if you’re chasing down the applications, services and servers that use Java; consider the suggestions below to make zero day patching easier.

Enterprise Service Management (ESM) has time and again proven that many of ITSM’s best practices have applicability beyond IT. The global pandemic and the corporate need for digital workflow enablements have accelerated the growth of companies adopting ESM in 2021. Wider adoption of the technology continues to be imminent as organizations pursue to extend the core IT service desk practices to other lines of business.

When a customer service agent picks up a phone or opens an email or text, there's usually a stressed or upset customer on the other end. A package didn’t arrive. A bill contained incorrect charges. A server crashed, and no one can access their data. This is a crucial moment that can make or break relationships—as can any customer interaction with a company, from buying a product to asking for help. It can even happen while the agent engages with other teams to resolve an issue.

I’m excited to announce that, for the first time, ServiceNow has been named a Leader in the Forrester Wave™: Digital Process Automation Software, Q4 2021. This complements our recognition as a Leader in the Forrester Wave™: Low-Code Development Platforms for Professional Developers, Q2 2021. We attribute this recognition to our latest low-code innovations in ServiceNow® Creator Workflows and our purpose-built automation components to cover all enterprise processes.