Technology providers can uplevel their proactive service experience and make ecosystem connections more seamless while taking out costs in their business
It would be great if services never degrade or go down, but when it happens, technology providers need to respond right away, without hesitation. Yet siloed teams, fragmented systems, and manual processes all slow down response times. It’s not surprising that teams and systems remain disconnected as the costs for integrating them are often just too high.
ServiceNow’s November 2022 Store release for the technology industry optimizes proactive service experiences, for customers and technical support, making issue resolution fast, and simplifies ecosystem connections out-of-the-box so they are more seamless and easier to implement. With this release, technology providers can deliver more responsive experiences and increase automation across the value chain without the burden of custom coding or costly integrations.
With Technology Provider Service Management’s (TPSM) new Proactive Service Experience Workflows, technology providers can leverage AI-powered, automated workflows to turn real-time insights into real-time action. This innovation enhances the Service Operations Workspace so technical support can monitor incidents and immediately assess customer impacts, communicate directly with customers about a plan of action, escalate incidents for expert attention when needed, and auto-generate proactive cases to drive fast resolution.
Service Operations Workspace used to run Proactive Service Experience Workflows
New innovations in TPSM’s Service Bridge application, Remote Choice and Transform Framework, make ecosystem experiences seamless and less costly to implement with out-of-the-box configurations.
Remote Choice helps ensure enterprise customers see the most up-to-date field options in their service catalog by pulling field option data directly from the technology provider’s ServiceNow instance. This helps prevent errors, improves the enterprise customer experience, and reduces integration costs by removing the need to continually replicate data as business needs evolve.
Remote Choice definition (left) and Remote Choice
field options in the service catalog (right)
With Transform Framework, technology providers can transform inbound and outbound data for Service Bridge Remote Tasks easily between ServiceNow instances. Transform Framework supports simple matching and complex scripted scenarios and can be created once for use across all Remote Tasks. Transform Network removes the complexity in connecting ecosystem workflows to help keep costs low.
Simple and advanced data transformations configurations
using Service Bridge’s Transform Framework
As a Cloud-based technology provider, ServiceNow understands the importance of delivering great everything-as-a-service experiences, leveraging the full value of the ecosystem, and scaling the business cost-effectively. To learn more, visit our Technology Provider Service Management web page.
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