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Thought Leadership for
IT Service Management Professionals

ServiceNow SAM Pro Training - Austin, TX

Posted by Don Casson

ServiceNow's software asset management solution brings powerful capability for managing complex enterprise software licenses such as Microsoft, IBM, SAP and VM Ware. By combining discovery, entitlement management and reconciliation with cradle to grave asset management, it ensures your customers get good service and your data is accurate. 

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Topics: Service Now, ServiceNow, SAM, ITSM, Software Asset Management, ServiceNow Solutions, ServiceNow Partner, ServiceNow Support, servicenow sam, sam pro



Knowledge 19 Sponsor Evergreen Systems - Booth 255 at #know19

Posted by Stephanie Nicoll

Going to #servicenow Knowledge 19? Please join Evergreen Systems at Booth 255. We will showcase the power of self-service + automation to address common high volume / high value problems. 

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Topics: Service Now, ServiceNow, SAM, ITSM, Software Asset Management, ServiceNow Solutions, ServiceNow Partner, ITSM Consultants, ServiceNow Support, servicenow sam, sam pro, knowledge19, know19



Enterprise Software License Management - A 4 Step Approach

Posted by Don Casson

Enterprise Software License management is a tough problem. Software audits are disruptive and expensive – and they aren’t going away. Software firms know they are a huge source of revenue. So maybe it’s time to do something.

But it’s a hard problem to solve. Both discovery and contract entitlement data are inconsistent, redundant and conflicting, and the volume of data is massive. Determining entitlement seems impossible. That is no longer true.

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Topics: Service Now, ServiceNow, SAM, ITSM, IT Service Management, Software Asset Management, ITSM Strategy, ServiceNow Solutions, ServiceNow Partner, ITSM Consultants, IT Service Owner, ServiceNow Support, ITSM Platforms, servicenow sam, sam pro



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: Service Now, ServiceNow, Knowledge Management, Service Catalog Consultant, Service Knowledge Management System, 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, customer self-service, servicenow knowledge management, kcs, knowledge centered services



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: Service Now, ServiceNow, Knowledge Management, Service Catalog Consultant, Service Knowledge Management System, 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, customer self-service, servicenow knowledge management, kcs, knowledge centered services



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: Service Now, ServiceNow, Knowledge Management, Service Catalog Consultant, Service Knowledge Management System, 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, customer self-service, servicenow knowledge management, kcs, knowledge centered services



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: Service Now, ServiceNow, Knowledge Management, Service Catalog Consultant, Service Knowledge Management System, 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, 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: Service Now, ServiceNow, Knowledge Management, 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 Service Portal, ITSM Platforms, Don Casson, agile, customer self-service, 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: 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



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