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Thought Leadership for
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



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



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: 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.

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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 Owner, IT Service Management, Service Design Processes, IT Service Design, Service Taxonomy, 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: 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



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: 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



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: 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



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