With the Utah release, technology providers can proactively meet enterprise customer needs and respond quickly to changing market dynamics.
Imagine a scenario where tech support can easily access relevant account data to make the “right decisions fast” when a customer-impacting service issue arises. Wouldn’t that be great? Unfortunately, that’s not what happens today. Technical support has to swivel-chair between multiple fragmented systems and siloed teams to understand the customer context, making it challenging to provide fast, proactive service that is prioritized to business needs.
Or what if product managers had the tools to quickly incorporate the latest innovation in their XaaS and managed service offerings to stay ahead of the competition?
The Utah release is packed with innovative features for technology providers that make these and other “what if” scenarios possible.
What’s new in Technology Provider Service Management (TPSM)?
TPSM includes these exciting new capabilities in the Utah release:
- Operations account 360 provides technical support with fast access to relevant account data, such as key contacts, CSAT score, SLA achievement, escalations, or task activity, to improve decision-making and support better customer experiences. From a single pane, technical support can quickly understand the customer context and assess account health. Operations account 360 is included with TPSM’s Proactive Service Experience Workflows application.
Operations account 360 view
- New product catalog experience enhancements provide a visual and hierarchal view of the product topology. With this intuitive product catalog experience, product managers can easily update a product and its components to respond quickly to changing market dynamics.
New product catalog experience enhancements provide a visual view of the order hierarchy
What's new in Order Management for Technology Providers (OMTP)?
Getting order management right is critical to powering a technology provider’s everything-as-a-service business model. The Utah release includes these OMTP features that help technology providers launch and deliver products and services fast, with fewer errors, while improving experiences:
- Enhanced service order management helps technology providers monetize third-party orders. With this capability, technology providers can receive, change, and cancel service orders from third-party systems with a rich, standards-based API for service order management.
- Order prioritization and routing help technology providers meet SLAs and support business goals. Technology can prioritize and route orders based on urgency, customer, product or service type, financial value, customer request, and other rules.
- Technical service qualification improves the customer experience by confirming service availability before placing any order. It enables technology providers to accept service qualification requests from sales and ordering applications; coordinate service availability across various applications, partners, and inventory systems; and leverage industry-standard APIs for service qualification.
- Enhanced order processing performance improves the customer and customer support experience for asynchronous and large volumes of synchronous orders. Technology providers can asynchronously process one order at a time for bulk orders or multi-component orders to reduce bottlenecks. Large volumes of orders are efficiently processed using the product or service API.
As a fast-growing cloud-based technology provider operating in a dynamic market environment, ServiceNow understands the importance of delivering exceptional everything-as-a-service experiences at scale and responding quickly to evolving market needs. To learn more, visit our Technology Provider Service Management web page.
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