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Thought Leadership for
IT Service Management Professionals

Evergreen Systems Announces Free ServiceNow Code Quality Audit App

Posted by Don Casson

Find, analyze and repair poor code in your ServiceNow instance

Evergreen announces general availability of the free Evergreen Instance Analyzer (EIA) for ServiceNow customers. With EIA you can find, analyze and repair poor quality code in your ServiceNow instance and run code audits regularly as part of your ongoing ServiceNow quality assurance efforts. You can run specific ad hoc scans, or regular targeted scans against some or all of your ServiceNow code. EIA analyzes and identifies poor quality code, then gives you the ability to manage repairs effectively via the EIA manager’s workspace. It is designed to be a complete, code quality audit tool, end to end, for regular weekly or even daily use. 

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Topics: ServiceNow, ServiceNow Solutions, ServiceNow Partner, ServiceNow Apps, ServiceNow Certified App, Don Casson, ServiceNow ACE, code quality, servicenow code quality



ITIL Foundations Training - Free Online Course on Sept. 26

Posted by Stephanie Nicoll

A special offer for customers and blog readers! Free ITIL Foundation Training is available this month. This class is for beginners and provides baseline knowledge for IT service management.

You should consider this 4 hour, online course if you:

  • are brand new to ITIL/ITSM concepts or...
  • are in need of a refresher on ITIL concepts or...
  • are preparing to get ITIL Foundations 2011 certified*
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Topics: ITIL, ITIL Process, ITIL training



ServiceNow Knowledge Management: Applying Knowledge Centered Service Best Practices – Part 2

Posted by Don Casson

Creating a knowledge factory with Knowledge Centered Service (KCS) double loop thinking

There is a knowledge management approach that is seeing rapid adoption: Knowledge Centered Service (KCS). The focus of this proven methodology is on integrating the use, validation, improvement, and creation of knowledge into the knowledge management workflow.

How does KCS differ from a more traditional knowledge management approach? In simple terms, KCS is a many-to-many model while the traditional approach is a few-to-many model.

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Topics: Service Now, ServiceNow, Knowledge Management, Service Catalog Consultant, Service Knowledge Management System, IT Service Catalog, ITSM, IT Service Management, IT Self Service, ITSM Strategy, Employee Self-Service Portal, Customer-Centric IT, ServiceNow Solutions, ServiceNow Partner, ITSM Consultants, Customer-Centric ITSM, IT Service Owner, Service Portal, Service Catalog Planning, ServiceNow Service Portal, ITSM Platforms, IT Service Design, services factory, Don Casson, customer self-service, servicenow knowledge management, kcs, knowledge centered services



ServiceNow Knowledge Management: Applying Knowledge Centered Service Best Practices – Part 1

Posted by Don Casson

Knowledge is the backbone of a good service portal and it empowers your customers to find the right answers

They say knowledge is power. In the Service industry, ServiceNow Knowledge Management empowers customers to find the answers they seek via a service portal and enables service teams to ensure high levels of customer satisfaction.

But here’s a reality check: most service organizations struggle with breaking the 1:1 human interaction cycle–service desk interactions which take place via phone or e-mail. This cycle is terrifically inefficient for both the customer and the provider. Breaking the cycle requires fresh thinking and a deeper understanding of the benefits of knowledge management.

Knowledge provides value when you and your customers can access it. Otherwise, it’s just untapped information taking up space. More importantly, the knowledge in your service portal must be good and accurate–as not many things displease customers more than bad information.

How can you help ensure that the knowledge in your service portal is good? There are best practices available, such as the Knowledge Centered Service (KCS) principles, worth considering.

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Topics: Service Now, ServiceNow, Knowledge Management, Service Catalog Consultant, Service Knowledge Management System, IT Service Catalog, ITSM, IT Service Management, IT Self Service, ITSM Strategy, Employee Self-Service Portal, Customer-Centric IT, ServiceNow Solutions, ServiceNow Partner, ITSM Consultants, Customer-Centric ITSM, IT Service Owner, Service Portal, Service Catalog Planning, ServiceNow Service Portal, ITSM Platforms, IT Service Design, services factory, Don Casson, agile, customer self-service, kcs, knowledge centered services



ServiceNow Knowledge Management Powers Great Customer Experiences

Posted by Don Casson

Is knowledge self-service enablement progressing?

Fresh thinking on the state of knowledge management today

One of the goals of knowledge management is to make the best use of your knowledge. It makes sense for a service organization to accumulate and share knowledge to help deliver great customer experiences, from Level 1 support to customer self-service.

So, what is knowledge management? Is it a document? How do we define knowledge management today? And how can we address the challenges in establishing effective knowledge management?

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Topics: Service Now, ServiceNow, Knowledge Management, Service Catalog Consultant, IT Service Catalog, ITSM, IT Service Management, IT Self Service, ITSM Strategy, Employee Self-Service Portal, Customer-Centric IT, ServiceNow Solutions, ServiceNow Partner, ITSM Consultants, Customer-Centric ITSM, Service Portal, Service Catalog Planning, ServiceNow Service Portal, ITSM Platforms, Don Casson, agile, customer self-service, servicenow knowledge management



How to Make Customer Self-Service Worthwhile for Your Customers

Posted by Don Casson

Behind every successful Customer Self-Service program is searchable knowledge that is easy to access, collaborative technology, and a customer-first mindset

Customer self-service knowledge is a common weakness in most customer service environments. But let’s be clear; the knowledge does exist. In fact, it is likely very well-developed. The problem is that this knowledge is typically only accessible by Customer Service Representatives (CSRs). But what if this knowledge, which has been built and refined through countless interactions between customers and CSRs was reformatted – so that customers could access it themselves at any time?

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Topics: Service Now, ServiceNow, Service Catalog Consultant, IT Service Catalog, ITSM, IT Service Management, IT Self Service, ITSM Strategy, Employee Self-Service Portal, Customer-Centric IT, ServiceNow Solutions, ServiceNow Partner, ITSM Consultants, Customer-Centric ITSM, IT Service Owner, Service Portal, Service Catalog Planning, ServiceNow Service Portal, ITSM Platforms, IT Service Design, services factory, Don Casson, agile, customer self-service



What Do Your Customers Want? A Great Customer Self-Service Experience

Posted by Don Casson

5 principles for improving your customers’ lives and meeting their self-service expectations

Your customers want a great customer self-service experience. That’s the main takeaway of this blog post. But allow me to expand a little on the topic of great customer experiences.

If I were to define the term “great customer experience,” I would say that it is an enjoyable interaction that meets the expectations of customers for the price, quality and delivery. But it’s more than meeting their expectations.

What your customers really want is for you to improve their lives.

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Topics: Service Now, ServiceNow, Service Catalog Consultant, IT Service Catalog, ITSM, IT Service Management, IT Self Service, ITSM Strategy, Employee Self-Service Portal, Customer-Centric IT, ServiceNow Solutions, ServiceNow Partner, Service Design Processes, ITSM Consultants, Customer-Centric ITSM, Service Portal, Service Catalog Planning, ServiceNow Admin, ServiceNow Support, Evergreen Evolve, ServiceNow Service Portal, ITSM Platforms, IT Service Design, Don Casson, servicenow project, customer self-service



Can Customer Self-Service Work? It Already Does

Posted by Don Casson

Truly modern customer self-service experiences are so evolved that customers rarely call or email customer support anymore

It used to be that customer service at the Department of Motor Vehicles (DMV) was so bad that comedians joked about it! But now, the DMV where I live in Virginia is a leading example of beautiful customer self-service tied to automation.

How did the DMV achieve this?

In a Newtonian moment, the apple hit me on the head four years ago. I was already enjoying the beautiful, self service experiences as a customer of Amazon, Apple and Google. It struck me – would it be possible for our customers to deliver the same kind of experience for their customers? If the DMV did it, why couldn’t we? So, we challenged our core thinking around customer service management at Evergreen, and here’s what we found out: it’s better to start by looking at service from the “customer in” rather than “Customer Support out.”

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Topics: Service Now, ServiceNow, Service Catalog Consultant, IT Service Catalog, ITSM, IT Service Management, IT Self Service, ITSM Strategy, Employee Self-Service Portal, Customer-Centric IT, ServiceNow Solutions, ServiceNow Partner, ITSM Consultants, Customer-Centric ITSM, Service Portal, Service Catalog Planning, ServiceNow Admin, ServiceNow Support, ServiceNow Service Portal, ITSM Platforms, Don Casson, servicenow project, customer self-service



Build a Consistent Service Design Process for ServiceNow

Posted by Don Casson

Think about designing your services so that consistent customer standards are met every time

Agile methodology plus a consistent service design process are essential for meeting your ServiceNow demand and keeping your customers happy. How important is good service design? Let’s look at Amazon.

What is it about the customer experience at Amazon that keeps people coming back for more? The answer is that they offer a simplified service design approach that is consistent and predictable.

When you think about Amazon, you expect the same great experience every time, whether you’re buying shoes or electronics. If you have a good experience with buying electronics, but a terrible one with your shoe-shopping, would you say some of it is good, and some bad? No. You would say Amazon is bad based on your terrible shoe-buying experience and you wouldn’t use it anymore to buy shoes, electronics or anything else.

But let’s be clear. The previous example is just a scenario. It’s not a reality with Amazon. This is because of Amazon’s consistent service design process; their customers expect (and get) the same great service experience every time. And your customers expect the same from you, too. 

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Topics: Service Now, ServiceNow, Service Catalog Consultant, IT Service Catalog, ITSM, IT Service Management, ITSM Strategy, Employee Self-Service Portal, Service Taxonomy, Customer-Centric IT, ServiceNow Solutions, ServiceNow Partner, Service Design Processes, ITSM Consultants, Customer-Centric ITSM, IT Service Owner, Service Portal, Service Catalog Planning, ServiceNow Admin, ServiceNow Support, Evergreen Evolve, ServiceNow Service Portal, ITSM Platforms, IT Service Design, services factory, Don Casson, servicenow project, agile



Three Steps for Adopting Agile Development for Your ServiceNow Projects

Posted by Don Casson

Why Build and Modify stages in the Service Factory Workflow requires effective Agile project management

I’ve got good news and bad news. Which one do you want to hear first?

First, let me tell you the good news. ServiceNow is a modern Software-as-a-Service (SaaS) style solution that is very flexible, easily configurable, and fast to build and modify. From ideation to functional definition to initial capability to building and modifying, ServiceNow is much faster than the tools and solutions of the past. You’d do well by taking full advantage of what ServiceNow has to offer.

Now to the bad news. Building and modifying today’s solutions, like ServiceNow, requires that you move at the speed of innovation, while lowering the risk of poor outcomes. Why is this bad news? Because older style implementation methodologies like Waterfall are too monolithic and slow to respond to growing and evolving demands; what’s required is the Agile development approach. The bad news isn’t that we MUST adopt a new development process, it is that most IT operations organizations don’t know WHERE to start.

To that end I’ll offer some insights in this article. But before I go into that, and in case you missed it from my recent blog posts, there are four stages in the services factory workflow: Consider, Build, Modify and Retire.

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Topics: Service Now, ServiceNow, Service Catalog Consultant, IT Service Catalog, ITSM, IT Service Management, ITSM Strategy, Employee Self-Service Portal, Service Taxonomy, Customer-Centric IT, ServiceNow Solutions, ServiceNow Partner, Service Design Processes, ITSM Consultants, Customer-Centric ITSM, IT Service Owner, Service Portal, Service Catalog Planning, ServiceNow Admin, ServiceNow Support, ServiceNow Service Portal, ITSM Platforms, IT Service Design, services factory, Don Casson, servicenow project, agile



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