[K15 Session Review] Everything as a Service: Customer Service Case Study

[morganhunter]

Speakers: Aneel Jaeel, Abhijit Mitra

Session Title: Everything as a Service: Customer Service Case Study

I'm really loving all the Now on Now presentations this year, and the Customer Service Case Study is no different. This session highlighted just how versatile the platform really is, and ubiquitous nature of Service Management in today's enterprise.

When ServiceNow embarked on their Now on Now Customer Service journey their goal was to provide closed-loop customer support, integrated with Service Delivery. In my opinion they were quite successful.

From a business perspective there were four critical requirements they knew they had to take into consideration:

1. Ability to provide anywhere, anytime support delivered by a global team 24x7x365
2. Ability to support locations across the Globe provide seamless Follow the Sun support for customers worldwide
3. Provide access to knowledge; product documentation, community forums and knowledge base
4. Ability to handle multiple service models: Core support complemented with Support Account Management Services (fee based)

ServiceNow created an end-to-end solution leveraging multiple aspects of the ServiceNow Platform such as Case Management, Problem Management, Knowledge Management, and Change Management. Specifically ServiceNow used these modules to address the following business requirements:

Case Management

• Ability to create support case
• Create problem for a case
• Document all troubleshooting steps
• Capture customers communications
• Create report and track progress

Problem Management

• Root cause Analysis (RCA) after events
• Tracking fixes for software defects
• Ability to capture associated release
• Ability to capture related incidents

Knowledge Management

• Searching and finding answers
• Linking solutions and known errors
• Support Engineers contribute to creating knowledge; sharing solutions with peers and customers

Change Management

• Used for any relevant modification of ServiceNow instances
• Link with Configuration Item(s) to instance / node that is affected by the change
• Workflow to capture review/approval steps

Service Management is a disciplined approach to structuring work. It applies not only to IT, but all departments within the enterprise and is equally effective with both internal and external requesters. This is a beautiful example of how organizations can pull pieces of the platform together to address business objectives and deliver value back to the business and its customers.  

Let's get the party started

I asked Aneel and Abhijit, "If you were throwing a ServiceNow Platform party, who would you invite?" This party is going to start with some old friends and maybe introduce a new one. Aneel and Abhijit would invite Case Management, Problem Management, Knowledge Management, and Change Management. So, I had to ask — can we expect to see Customer Service at next year's platform party? I personally can't wait to see!

Product Management Shout Out

Big thanks to Aneel Jaeel, VP of Support, and Abhijit Mitra, Senior Director of Application Development for helping me get the word out today on Customer Service, on ServiceNow.

Want to know more?

ServiceNow is changing the way people work. By placing a service-oriented lens on the activities, tasks and processes that make up the day-to-day work life, we enable you to focus on creating a modern work environment. Our service model defines, structures and automates the flow of work, removing email and spreadsheets, so you can streamline the delivery and management of services. (See more on Service Management on ServiceNow)