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Thought Leadership for
IT Service Management Professionals

Jeff Benedict

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The ServiceNow Content Management System: 5 Improvement Ideas

Posted by Jeff Benedict

Tue, Jan 27, 2015

Creating a Customer-Centric Experience with the ServiceNow CMS Application

At Evergreen we seek to find business value in all of our customer projects and this tends to be focused on streamlining processes to save time or automating a workflow to reduce error and refocus labor on service improvement activities. But what about the user experience within our solutions, is there value in creating an "eye popping" customer portal that makes the users say "WOW?"  In talking to our customers the feedback is a resounding "YES." Having a customer portal that is intuitive, pleasing to the eye and rich with customer-focused content is exactly what customers want from IT.

We looked at the SN Content Management System application and the self-service portal that came out of the box and found that it was serviceable, but could be improved in the following ways:

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Topics: Service Catalog, ServiceNow, Content Management System, Employee Self-Service Portal



Onboarding: Everybody has done it, and most people didn't like it...

Posted by Jeff Benedict

Thu, Sep 12, 2013

ServiceNow makes onboarding fun (or at least efficient!) Video demo below proves it. 

Some things are constant like the law of gravity: like the fact that your employee count will never remain static. One of the things we see with many of our customers is that IT struggles to flex with the business in two sister processes of Employee onboarding and off-boarding. Why if this is a something that every enterprise has to solve, has it not been solved once and for all?

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Topics: Service Catalog, Service Now, ServiceNow, Automation, On-Boarding, Onboarding, SSO, Single Sign On, OKTA



HP Service Manager 9.3 Process Designer: A game changer

Posted by Jeff Benedict

Wed, Jan 25, 2012

HP has broken out of their mold and has done something extraordinary with the new process designer released with Service Manager 9.3. On the surface it might not seem like such a monumental task but HP's history with ServiceCenter and Service Manager is to release new features that just build on top of the traditional Service Manager controls and legacy code.

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Topics: Service Management, Change Management, Service Manager, HP Service Manager



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