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IT Service Management Professionals

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



ServiceNow Demand Management: How to Bring Good Customer Ideas to Life

Posted by Don Casson

An overview of the Consider stage, the first step in the Service Portfolio “Factory” process.

Your customers are demanding a lot from you. From a business standpoint, this demand may be an indication that you’ve demonstrated to your customers that you can help them. That’s great news! ServiceNow certainly makes it easy to create new Service capabilities. The problem is, for many–customer demands exceed available resources. 

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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 Knowledge18 - Meet Evergreen Systems in Booth 1314

Posted by Stephanie Nicoll

The Evergreen Instance Analyzer for ServiceNow: Demo it at #Know18

The ServiceNow platform is large and complex. It is easy to develop advanced functionality on it quickly. For many, it has grown quickly with a variety of parties developing on it.

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Topics: Service Now, ServiceNow, Service Catalog Consultant, IT Service Catalog, ITSM, IT Service Management, 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, ServiceNow Service Portal, ITSM Platforms, IT Service Design, Evergreen Instance Analyzer, EIA for SN, Knowledge18, know18, Knowledge 18, EIA



Managing ServiceNow Demand in Three Steps

Posted by Don Casson

Why you need a Phased Strategy and Roadmap, Service Portfolio Mentality, and Service Portfolio “Factory” Thinking.

Think about ServiceNow and how it has truly changed things: it provides agility, flexibility and wide-ranging capability, and makes it easier than ever before to create new and enhanced solutions very quickly. This is VERY different than ITSM solutions of the past. The "problem" for customers I’ve talked to is that keeping up with the demand for new services is a big challenge, and it keeps growing.

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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



The ServiceNow Demand "Problem" (And 4 Factors Contributing to the Challenge)

Posted by Don Casson

Every ServiceNow customer faces this issue: you can build anything, and fast, but meeting demand remains a challenge.

“If you build it, they will come.” This line is used in business to illustrate how building something new – whether a product or service – can deliver value and growth to a company. It is an adaptation of the line used in the 1989 film, “Field of Dreams.” While this post is not about the movie or baseball, the notion of “build it” or “build for” helps to illustrate the ServiceNow demand problem, which is the topic of this article.

The ServiceNow platform is great, and it has been disrupting the way IT service is delivered for some time now. In the past, solutions like HP and BMC were client server, monolithic, slow and expensive to create and maintain. They were implemented and configured for a specific, narrow purpose. And they lacked the power and broad development platform essential for updates or enhancements. After a while, since it was expensive and hard, any development on these platforms slowed to a trickle, then stopped. Other than some major upgrade every 3-4 years, things didn’t change very much.

ServiceNow has changed everything, dramatically. If you can think of it, you can create it almost as fast as the idea enters your mind.

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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



Staying Ahead of the Game: Continuous Improvement and Innovation in IT Services

Posted by Don Casson

The sixth “build for” category focuses on improving service delivery and aligning your IT services with customer needs

I shared my perspectives on what an IT Service is and how to describe success in a recent article, “Reach For The Stars: Fresh Perspectives on Good IT Service.” In the following weeks since posting that blog article, I provided insights on five “build for” categories: customer-centricity, consistency, ownership & manageability, governance & compliance, and efficiency. There is a sixth “build for” category, improvement and innovation, which I’ll talk about later in this blog post.

But first, a quick refresher.

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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



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