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The journey to AIOps begins with an automation-first mindset

AIOps isn’t an IT magic wand, but it sometimes works like one. One day last fall, our IT ops team was heads down on a major cloud migration project. Meanwhile, ServiceNow Event Management detected a high volume of alerts from the monitoring system—600% more than usual. That typically means a lot of unplanned work for our IT team, not to mention a delay in our cloud migration schedule.

The customer service imperative: Digital operations and engagement

Without question, the largest disruption the customer service market has ever experienced happened at the beginning of the pandemic. Millions of customer service agents across the globe were sent home overnight, causing major disruptions for companies that were too reliant on manual processes and tribal knowledge. Agents didn’t have the necessary tools in this new remote environment, and customers experienced unprecedented wait times as a result, with some requests never being answered.

ServiceNow named a Leader in Low-Code Development Platforms

I’m very pleased to announce that ServiceNow has been named 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 and capabilities. According to this evaluation, “ServiceNow has grown to a low-code platform of the first rank. Known for its IT service management solutions, ServiceNow has invested heavily in its low-code tooling and ‘workflow platform’ messaging.

Changing how work gets done with Employee Journey Management

COVID-19 accelerated many of the changes that were happening at work pre-pandemic, setting off a spike in innovation as companies developed new workflows to address these changes. According to ServiceNow’s 2021 Employee Experience Imperative Study that surveyed 3,000 employees at large enterprise companies in North America and Europe, 62% of employees believe COVID-19 will have a significant impact on their work experience for years to come.

ServiceNow acquires next-gen observability leader Lightstep

I’m excited to announce that ServiceNow has signed an agreement to acquire next-generation observability leader Lightstep. Combining Lightstep’s innovative observability capabilities with ServiceNow’s unmatched Now Platform will help customers better manage software complexity, reliability, and performance while enabling the enterprise workflows that deliver great experiences.

Clearing IT bottlenecks with citizen developers

“I can clear your IT bottlenecks” is all it took. When my colleague approached me and asked if my organization would be interested in participating in the citizen developer pilot project, I signed on right away. After all, who wouldn’t want to clear their backlog? [Learn more about ServiceNow citizen developers at Knowledge 2021.] As the director of IT customer success, I lead teams that help deliver transformation initiatives at scale. Fulfilling business needs is also my priority.

Knowledge 2021: Industry spotlight

Every executive follows trends in their industry to keep tabs on competitors. There’s often equal value in applying insights from innovators in other sectors. Knowledge 2021 attendees can do both. Presentations from companies in five major industries—manufacturing, financial services, healthcare, telecom, and government—will show digital transformation trends in each sector.

5 fixes for the customer experience quandary

Customers expect products and services to work. When they don’t, customers want fast, permanent solutions. But delivering against that expectation is easier said than done. Multiple barriers stand in the way of your organization delivering the seamless experiences customers expect. Let’s explore five ways to improve customer service.

Covea Insurance drives customer service innovation with ServiceNow

The insurance sector is incredibly competitive and tightly regulated, so being able to provide great customer service is vital to success. And having the right technology is imperative to delivering quality service. At Covéa Insurance, the UK arm of France’s top mutual insurance group, we provide commercial, motor, high-net worth, property, pet, and protection insurance to more than 2 million customers.