12/28/2022 0 Comments Service nowOur original scope of work was to build and implement digital forms for their IT team, but once our customer realised the opportunity and benefits of the tool, the scope expanded to other business units. “One example is our intranet, Ask ACE, which is built on the self-service portal allowing for information sharing and workflow management. We started relatively small, using ServiceNow as the tool for our Incident, Problem, Service Requests and Change Requests, but we’ve seen ServiceNow become embedded in other parts of our business as it seemed the natural solution to other challenges. “The ServiceNow ITSM platform is central to so many of our processes at AC3. We are now an advanced user, and have leveraged our experience to become a ServiceNow Partner. We wanted to build our own internal capabilities and immerse ourselves and our procedures into the ITSM platform. The ServiceNow dashboard on iPad view – image courtesy of ServiceNowĬlaudia Couzi, Head of Service Integration & Management at AC3, has seen the company’s use of ServiceNow grow over the years: “When we first started our ServiceNow journey, it was as a user ourselves. What these examples do show though, is just how ServiceNow works, and how versatile ServiceNow products can be when applied properly and with thought. These may seem like frivolous examples, and it’s true that they certainly don’t do much to further the idea of providing better customer service or improving the ease of workflow. For example, there was an instance created to order company lunches using the Service Request Catalog, a Project Management tool used to coordinate a wedding, and even an instance to manage the brewing of beer. The ServiceNow store provides a range of apps that allows for increased business management opportunities in particular, but it’s a little-known fact that some of the earliest instances of ServiceNow included several ITBM systems to cater to team hobbies and staff morale. ServiceNow started life as a platform that solely provided IT solutions, with the capability to manage business processes arriving later on. The three central offerings of ServiceNow are IT service management (ITSM), IT business management (ITBM), and IT operations management (ITOM). It does all of this thanks to a comprehensive set of ServiceNow web services, as well as various plug-ins and apps. It allows you to manage projects and workflow, take on essential HR functions, and streamline your customer interaction and customer service. Put simply, ServiceNow is a provider of specific IT solutions. What’s more, there are a number of different apps, products, and services, so you can create the exact ServiceNow platform that you require for your business. A big part of how ServiceNow works is due to the fact that it is a native system, so you can be creative and customize it in any way that you need. ServiceNow web services use a cloud-based system, so anyone in your company can access the platform at any time, wherever they may be. If you need a way to bring all of your IT solutions under one exceptionally capable umbrella solution, the robust suite of ServiceNow products and web services includes everything that your business could ever need.
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