Blog

Thought Leadership for
IT Service Management Professionals

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.

Read More

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

Read More

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

Read More

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

Read More

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



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.

Read More

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



Subscribe

Recent Posts

Posts by Topic

see all