New Year's resolution webinars with ServiceNow’s leaders

  • ServiceNow Blog
  • Now on Now
  • Solutions
  • 2021
January 25, 2021

employee workflow solutions help remote employees stay safe 

As we enter the new year of 2021, tune in to hear from ServiceNow leaders and learn about new ways to unlock innovation at work to manage change with instant agility, with this month’s two-part blog series.


Now on Now: How ServiceNow is changing IT self-service for its employees

The right IT service management can greatly shape and influence employee engagement and productivity. After all, employees want to grow with their organization and a self‑service, frictionless interface that enables them to get work done provides an all‑around win‑win. 

Join our webinar and hear the Now on Now story. See how we’re changing IT self‑service for our employees: transforming our organization’s culture and improving the overall mindset in the process. You’ll learn how ITSM Professional on the Now Platform® empowers us to:

  • Provide an employee‑centric, role‑based portal—improving efficiency and productivity 

  • Focus on making the digital employee experience a journey, not an endpoint 

  • Offer greater personalization, resulting in a more satisfying employee experience

 

Now on Now: Achieving a 9.1 CSAT by delivering an integrated customer support experience

You want to deliver convenient, responsive customer service—so do we at ServiceNow. By focusing on constantly innovating to resolve issues faster, today only 7% of our customers contact technical support via the telephone; the rest of our cases are submitted online.

This shift to digital was carefully planned, based on a customer-centric strategy that combined service management technology with a strong self-service design. Now, our customers get the information and assistance they need when they need it, while our support engineers provide the highest quality support possible.

Watch this Now on Now webinar and hear how we empowered our team to provide an effortless customer service experience. You’ll learn:

  • Our customer support strategy, including how an integrated Now Platform® approach can speed up case resolution

  • How machine learning, mobile, and other emerging digital technologies are improving support engineer productivity and customer self-service

  • Best practices for how we matured the end-to-end customer support experience and reduced our time to relief by 50%, while seeing a 20% increase in case volume year-to-year

Hosted by Luke Morris, Director of Customer Service Management, and Andrew Papparides, Head of Support Strategy.

 

 A successful CMDB deployment in five essential steps (CMDB Webinar Series)

Having a healthy CMDB is key to a successful digital transformation, and there are five steps to deploying it. Watch the first of our three-part series on maintaining your CMDB as a trusted source and learning the essential role it plays in your organization’s modernization.

You’ll learn how to master the CI identification process to handle multiple data sources feeding the CMDB and understand how to create identification rules with priority and related CIs. You’ll also learn:

  • Why digital transformations fail and how a service-aware CMDB can help

  • The five essential steps to deploying a CMDB successfully

  • How AIOps helps prevent business service slowdowns and outages

  • How to master the CI identification process

Hosted by:

  • Steve Emerson, advisory solution architect, IT Transformation

  • Jason Miles, senior advisory solution architect, ITOM

  • Lisa Wolfe, senior manager product marketing, ITOM

 
 

© 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.

 

Topics

  • Total experience companies outperform: prism refraction with an arrow pointing to the right
    Employee Experience
    Survey says: Total experience-focused companies outperform
    Organizations are aligning employee experience and customer experience to create a positive total experience. See findings from the latest research.
  • 4 ServiceNow employees who worked on support case creation and auto-agent workflows
    Now on Now
    Streamlining support case creation and administration
    When customer feedback revealed areas ripe for improvement, ServiceNow employees listened and upgraded two support workflows: case creation and auto-agent.
  • Scaled Agile Framework (SAFe): business man looking at phone while standing on bridge overlooking a city
    IT Management
    How the Scaled Agile Framework (SAFe) truly supports business
    The Scaled Agile Framework (SAFe) delivery model can help IT leaders manage the transition from a stability-focused to a continuously evolving infrastructure.

Trends & Research

  • Total experience companies outperform: prism refraction with an arrow pointing to the right
    Employee Experience
    Survey says: Total experience-focused companies outperform
  • Customer service: smiling businessman on phone walking outdoors
    Customer Experience
    Survey: 3 tips to deliver world-class customer service
  • Enterprise SRE (site reliability engineering): where service reliability and business agility meet
    Application Development
    Service quality and the rising need for enterprise SRE

Year