Continual Service Improvement with Benchmarks, Surveys, and Assessments as part of the Jakarta Release
Original Air Date August 9th, 2017
Join one of the webinar session to learn about the continual service improvements made to Benchmarks, Surveys, and Assessments included in the Jakarta release.
This webinar provides detailed information about the newly added features to Jakarta release around Continual Service Improvement including Benchmarks, Surveys, and Assessments. We will share with you the intent behind these features, how you can use them most effectively and other best practices.
Post your question down below prior to the broadcast for the experts to answer.
See below to download the presentation slides
Featured Speakers
Manjeet Singhis a Product Manager for ITSM Applications. Manjeet has 15+ years of experience in enterprise software and product management roles. He's been with ServiceNow for over a year and his current focus is to build next version of Benchmarks and ITSM Insight applications that customers can use for continuous service improvements.
Anne Barnes is a Customer and Partner Experience Manager with the ITSM Business Unit at ServiceNow and has over fifteen years of experience working in ITSM. For five years she worked with Professional Services, during which she successfully implemented projects with over fifty customers. She has developed a deep understanding of what makes an implementation succeed, how to overcome obstacles to getting there, and the underlying importance of strong partnerships. Additionally, having worked with for a partner, Anne brings a capacity to develop and mature ServiceNow's partner relationships.
CSI is not just the last stage of the ITIL process. It should be integrated into the entire service lifecycle. Say, you are in the technology industry. You recently brought down the time to resolve P1 incidents by 2 hours — from 10 hours to 8 hours. That's a big accomplishment. Now, if you had Benchmarks, you may find out that other technology companies are closing P1 incidents in 4 hours. Now suddenly, you realize you have more work to do. The extra time it is taking you is killing your competitive advantage in terms of lost employee productivity, poor customer service etc.
Leave a comment if you have any questions around how you can leverage Benchmarks to improve your service and support delivery performance.
Thank you for the informative video. We are just getting started with surveys and assessments for vendor performance. I had been playing in surveys prior to this webinar so I have a basic understanding. Unfortunately creating assessments was not covered which is one of the items I was hoping to get more information on performing. Are there any videos or documents that cover the basic steps in creating and assigning surveys and assessments? One of my major questions at this point it how I tie these to vendors.
This is an old post but I wanted to provide guidance to those who come across this and have a similar question.
The Vendor Performance plugin is a very nice feature for companies large and small. It helps keep track of how Service Providers, Vendors, Manufacturers, etc... are performing for you and your company.
The URL below will take to the ServiceNow Docs page which details how to activate the plugin, how to plan for utilizing the functionality, how to set up and customize your Vendor Assessments, as well as how to troubleshoot and maintain the functionality.
I would recommend registering for your own personal Development instance/sandbox if you haven't already(SN Developer link this is 100% free btw!) and activating this plugin there first to get a feel for the setup and administration. After seeing it in action, if you feel like this will work for you and your company, activate the plugin in your actual Dev environment and start planning, customizing, and creating your Vendor assessments however you need to.
