The latest News and Information on IT Service Management, Service Desk and related technologies.
There are things in life that one can expect to become outdated. Most clothes, some cars, and there have certainly been a lot of hairstyles that have lost their luster over time. ServiceNow has added a new trend to that list – the controller’s checklist. Using one to keep track of the thousands of tasks that needed to be completed each month as part of the financial close process must go the way of the mullet, and here’s why.
It’s new from Forrester: “The Three Customer Service Megatrends In 2020: Fuse AI and Agents to Drive Better Experiences.” We won't reveal all the details in this blog – you’ll need to download the complete report for that, but we will preview one takeaway of growing interest: “Your organization needs Superagents, and they need AI.”
I'm not sure what your work from home set up looks like, but mine includes an ironing board behind me. There's a set of golf clubs in the corner, and a pile of old clothes on the floor. My late grandmother's bookshelf tries desperately to bring some order to the room, but even it is filled with a hodgepodge of stuff. The problem is, I never intended to work from home. My "home office" can be best described as a storage room mixed with a little bit of the chaos.
Some would liken the ServiceNow Security team to a silent, but highly skilled group of warriors working continuously to protect our customers and our services. To deliver that we have to ensure our company, people, and assets are secure. The fact is that our Security team is much more than that. They work tirelessly behind the scenes to constantly enrich ServiceNow’s security posture.
Many organizations are prioritizing the health and well being of their workforce in the wake of the current global pandemic. Many threat actors are also taking advantage of this opportunity. I’ve seen recent examples of social engineering—with calculated phishing campaigns preying on those who seek information on the COVID-19. As noted by Security Researcher Brian Krebs, one hacker group even used a copy of a legitimate map of the impact of the virus to infect machines with malware.
As federal, state, and local government agencies scramble to create emergency response processes and procedures, be advised that IT service management (ITSM) can play a critical role in supporting emergency response plans and associated processes. Government and commercial business emergency response plans define how agencies and commercial organizations respond to catastrophic events in the environment.
It starts with one call. Then another user opens a ticket reporting sluggish laptop performance. One more call comes in, then a few more similar incidents and service requests. By the time the Help Desk Agent can see the bottom of that first cup of coffee, a bigger problem is evident, but not quite yet visible.
COVID-19 has put the business continuity plans of every SaaS company to the test, and the test isn’t over. But we’ve learned a few things in the last week that I’m hoping will help your organization. It’s all about people This isn’t a traditional BC/DR scenario, where a disaster like an earthquake knocks a data center offline. It’s about how we adapt to support employees connecting and operating from home, so we can maintain our support for our customers.
On March 16th ServiceNow released four emergency response apps free of charge to help organizations manage through the COVID-19 pandemic. To date nearly 1,000 different organizations have started leveraging these apps to assist their employees during the crisis. They include federal and state agencies as well as hospitals and healthcare organizations. ServiceNow is working with its partners, including Accenture, Deloitte, DXC Technology, EY and KPMG, to distribute and support the apps.
