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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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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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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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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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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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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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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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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Customer-Centric IT,
ServiceNow Solutions,
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ServiceNow Service Portal,
ITSM Platforms,
Don Casson,
agile,
customer self-service,
servicenow knowledge management
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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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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