The (non)sense about the Incident Tasks functionality
Our goal is to take away frustration in people’s working lives. That is what the platform we use is intended for. Unfortunately, we are spotting a trend regarding the use of the Incident Tasks functionality that has the complete opposite effect. Using this functionality to route tasks is expensive, inefficient, highly administrative, typically adds to […]
Our top five most valued features from the Madrid release
In order to answer this question, we have asked our consultants which features would be the most valuable for you. They came back with the following top five features (in random order): Agent workspace Agent workspace delivers a modern experience for modern agents. Workspace is a configurable service desk application that increase efficiency for agents […]
Hacking (y)our way to fame and fortune
The 4mation hackathon has had a fixed place on our agenda’s since the very beginning. A 2-day sandbox event like this without predefined requirements except having fun allows each and everyone of us to shine and excel. As was the case in previous years, all teams came up with interesting ideas. We unfortunately do not […]
Optimize your customer service with the advantages of chatbots
Users today are demanding and fickle. Immediate reaction and personalized service anywhere and anytime is the new norm. Younger consumers expect customer‑service agents to know their information. Some consumers have even stopped doing business with a firm after a lousy customer‑service experience. Chatbots like ServiceNow’s Virtual Agent can help prevent this. With the automation of […]
Gain a firm grasp on agile and DevOps workflows with Boards4U
The tool at hand A lot of enterprises have to deal with legacies that are a result of choosing tooling for agile working that couldn’t keep up with the demands of the business. To be fair, there are a lot of useful tools out there that can help teams to make progress. But none of […]
SLAMming into the future of chip manufacturing
As the digital revolution unfolds, hardware has to keep up pace. One of the reasons it can do so are new generations of chips that support the devices we rely on every day. Semiconductor manufacturers use electronic design automation (EDA) for the design of these chips. With this software, they can design and test the […]
A cheaper, better and faster blueprint for ServiceNow adoption
Especially when confronted with changes in our professional domain, the status quo almost always seems preferable to bold new visions. However, change is necessary. Organizations need to adapt to the demands of their times. This often means departments, functions and processes need to be refreshed. Plans are laid, ambitious goals are set and change programs […]
Let your infrastructure blossom using Kubernetes and ServiceNow
This is where Kubernetes comes in. An infrastructure concept where you define the quantity of what you want (how far you open the tab) and the system ensures the right amount and quality of infrastructure resources are provisioned. Should a component fail, the system automatically de-provisions and spins up a new one. From an IT […]
Creating a tool with flexible requirements for ING
This was exactly the case with ING. The Dutch bank needed a tool in which HR could easily onboard and offboard their international workforce. The problem: it was highly dependent on the outcome of negotiations. This meant the processes weren’t clear yet, so the requirements were to be formed along the way. ING wanted a […]
Mapping interdependencies in complex IT landscapes
Nowadays a large part of the IT and IT services are bought and delivered by other departments. SaaS and PaaS solutions intertwined with on-premise IT have created new types of interdependencies that can be difficult to keep track, being effectively out of view of IT operations. This poses a risk to business continuity. As dependency […]
The purpose of Project Portfolio Management in Agile
Much has changed since the early 2000’s with regards to how we deliver projects. The traditional division between operations (BaU) and Change disappeared since it was not able to cope with the current advances in technology and the ever-changing customer requirements. Agile fits the new dogma “There is nothing constant but change”. Operations and change […]
Machine Learning – A Lot to Learn
In general, Machine Learning (ML) is a form of Artificial Intelligence that gives computers the ability to ‘learn’ by giving them data. Although often the reference between brains and computers has been made, this analogy was never really correct, since the two handle information in very different ways. Brains aren’t scripted, are totally unpredictable, and […]