What’s new in the Vancouver release for Technology!

[Lakshmi Sarasch]

For technology providers, unstructured, recurring processes can quickly turn into a nightmare. Now consider the added challenge of these processes being overly complex and poorly managed. Imagine another scenario—technology providers grappling with order management systems that consistently fail to fulfill customer orders on time, causing frustrating delays, poor customer experiences, and possible penalties for SLA breaches. In today’s ever-evolving customer-centric landscape, where customer satisfaction gains precedence over everything else, it is crucial for providers to maintain their competitive edge and stay on top of their game.

The Vancouver release is packed with innovative features for technology providers to tackle these challenges and unlock new possibilities for success.

What’s new in Technology Provider Service Management (TPSM)?

Account Lifecycle Events (ALE) – Onboarding: This new feature provides a structured, repeatable, and transparent onboarding experience for customers by offering a centralized record for onboarding teams, with dedicated tasks to assign work and to automate and capture data​. ALE provides an onboarding playbook as a starting point to build a structured, repeatable onboarding process and delivers a simplified experience for importing, staging, adjusting, and publishing account data.

New Account Onboarding

What’s new in Order Management for Technology Providers (OMTP)?

Jeopardy Management​: Jeopardy Management enables providers to​ proactively monitor and mitigate delivery delays by dynamically tracking critical path activities to identify risk​s. They can then proactively notify delivery teams when customer commitment dates are at risk​ and take action according to their business priority. Jeopardy Management leverages the SLA framework to define the expected closure time for orders and order task​s and tracks team performance against task SLAs.

Order and order task jeopardy visibility

Integration with Strategic Portfolio Management: By integrating with Strategic Portfolio Management, OMTP will provide clear visibility and control of the order progress and associated project management activities. This integration will enable end-to-end orchestration of portfolio programs and automate manually intensive solutioning of complex orders that experience delays or fallout due to the lack of end-to-end program/project tracking of dependencies.

Project visibility of complex order

Integration with Field Service Management: OMTP’s integration with Field Service Management will engage field service as a seamless aspect of order fulfillment activity​. This integration will automatically synchronize the work order and order task data, helping ensure work is completed on time, which can result in reduced costs.

Field service dispatcher workspace

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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