Operations | Monitoring | ITSM | DevOps | Cloud

Recently I got the chance to speak with Neil Keating, Co-Founder and Chief Experience Officer at Bright Horse, a full-service IT experience consulting and training company. Neil’s candor and deep knowledge about IT Operations and digital experience was obvious from the start. Find a brief clip of our conversation here and several helpful nuggets for IT leaders in the text below!

Are you leveraging technical account management software to fast-track technical support requests and increase customer satisfaction? To retain customers, your team must focus on providing technical support and guidance to ensure customer success. Increasing customer retention rates by just 5% can increase profits by between 25% and 95%.

It all starts with asking yourself how you would rate the IT portal’s employee experience at your organization. Think about it. Do your employees love using your IT self-service portal? Or do they simply put up with it to get work done? In a recent webinar on IT self-service portals and their effect on employee engagement, 42% of organizations said their employees aren’t the biggest fans of their organization’s IT self-service portal but still use it.

Software providers everywhere are under attack by cyber threat actors. Whether it’s a ransomware, the latest zero-day exploit, or a highly sophisticated, well-resourced, and persistent supply chain like SUNBURST, our entire industry faces an increasingly treacherous threat landscape, and nearly every news day brings with it another wave of announcements and urgent system updates to be made.

When considering whether to add more applications or monitoring components to your IT system, the answer should always be quality over quantity. Agencies often fall into the trap of application sprawl by adding more and more to their systems—more applications, more tools—without realizing this actually has the potential to reduce system effectiveness. Instead of simply adding more apps, consider instead interoperable ones, or ones you can plug into a common platform.

Now is truly the digital age. In a world where operations are increasingly powered by code, there’s enormous potential for changing the way people work. But you need to know how to code to create this change…right? Wrong. Using ServiceNow App Engine Studio, ServiceNow’s citizen developer program empowers anyone with little to no coding experience to innovate and create the apps they need, when they need them.

I’m excited to announce that, for the second straight year, ServiceNow has been named a Leader in the Gartner Magic Quadrant for Enterprise Low-Code Application Platforms. We believe this is due to our ability to execute and our completeness of vision.

Most people wouldn’t consider order management the most exciting part of business, but perhaps they should. For Deutsche Telekom, order management sits at the very heart of our business operations. It’s the activation point, the moment when things start to get real. Done badly, it can create disparate silos, inefficient orchestration, slow delivery times, high costs, and a poor customer experience. We don’t want that.