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IT Service Management Professionals

Explore Knowledge Alternatives in ServiceNow for Enriched, Modern Customer Experiences

Posted by Don Casson

Think out of the box to combine traditional knowledge offerings with other forms of knowledge support 

There are so many powerful ways to share and consume information today – documents, webpages, and apps on mobile devices to name a few. But when it comes to Knowledge, much of the content comes in the form of documentation, such as downloadable user manuals and FAQs. And this is perfectly OK. As I mentioned in an earlier post, I download product manuals when they’re available because I still find them useful – even though it is considered old school.

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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, customer self-service, IT Self Service, Service Knowledge Management System, Knowledge Management, knowledge centered services, kcs, servicenow knowledge management



Three Self-Service Knowledge Best Practices You Can Leverage in ServiceNow

Posted by Don Casson

How to make the knowledge journey worthwhile for customers with effective self-service knowledge management 

Breaking the inefficient 1:1 human interaction cycle–service desk interactions which take place via phone or e-mail–is an urgent matter for modern service organizations aiming to deliver exceptional customer service. If you’re looking to move away from older, less effective customer support processes, the adoption of self-service knowledge management is a key enabler.

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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, customer self-service, IT Self Service, Service Knowledge Management System, Knowledge Management, knowledge centered services, kcs, servicenow knowledge management



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: 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, customer self-service, IT Self Service, Service Knowledge Management System, Knowledge Management, knowledge centered services, kcs, servicenow knowledge management



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: 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?

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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?

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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



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: 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 Management, Service Design Processes, IT Service Design, Don Casson, servicenow project, Evergreen Evolve, customer self-service, IT 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: 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 Management, Don Casson, servicenow project, customer self-service, IT Self Service



How do you get ready for a Service Catalog Project?

Posted by Stephanie Nicoll

Few Organizations have practical experience planning for a successful Service Catalog project.

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Topics: Service Catalog, Service Now, ServiceNow, IT Service Catalog, ITSM, IT Service Management, IT Self Service, IT, IT Strategy, IT Webinar



Customer-Centric IT Service Management

Posted by Stephanie Nicoll

Don Casson, CEO of Evergreen Systems lead a panel discussion today at the ServiceNow User Group (SNUG) in Minnesota with executives from Thomson Reuters and BCBS of Minnesota discussing the importance of, and strategy behind, customer-centric ITSM. 

Executives want a beautiful, "Amazon-like” IT experience for employees. While this logically starts with the employee Service Catalog & Portal, it raises a lot of questions:

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Topics: Service Catalog, ServiceNow, IT Service Catalog, ITSM, IT Service Management, IT Self Service, ITSM Strategy, Customer-Centric IT



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