Evergreen Systems CEO Don Casson to Lead Two Sessions at Knowledge 2020
Topics: Service Now, ServiceNow, SAM, Software Asset Management, ServiceNow Partner, ServiceNow Apps, ServiceNow Certified App, EIA, know20
Posted by Don Casson
Thu, Apr 16, 2020
Free Enhancement Set for ServiceNow COVID-19 Emergency Response Apps Released
by Evergreen Systems
Company deepens the functionality of two free ServiceNow applications with additional features
and reporting; available FREE as a scoped app on the ServiceNow Store.
Topics: Service Now, ServiceNow, ServiceNow Partner, crisis management, business continuity, covid-19 response, employee health management, emergency management app, self reporting app
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.
Topics: Service Now, ServiceNow, SAM, ITSM, Software Asset Management, ServiceNow Solutions, ServiceNow Partner, ServiceNow Support, servicenow sam, sam pro
Posted by Stephanie Nicoll
Tue, May 07, 2019
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.
Topics: Service Now, ServiceNow, SAM, ITSM, Software Asset Management, ServiceNow Solutions, ServiceNow Partner, ITSM Consultants, ServiceNow Support, servicenow sam, sam pro, knowledge19, know19
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.
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
Posted by Don Casson
Tue, Oct 09, 2018
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.
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
Posted by Don Casson
Thu, Sep 27, 2018
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.
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
Posted by Don Casson
Wed, Sep 05, 2018
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.
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
Posted by Don Casson
Tue, Aug 28, 2018
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.
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
Posted by Don Casson
Wed, Aug 22, 2018
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?
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
Tap To Call
Tap To Email