Get ready to open your offices with our Safe Workplace Power Pack!
For most companies, the time has come to slowly start reopening their offices. But how do you manage this return to work motion properly? This is one of those cases you certainly don’t want to get wrong. You need to be 100% sure everything is in place to prevent new cases, as you don’t want […]
Want to increase profit? Focus on customer loyalty!
Increasing business profit is usually about making more money. Because a common perception is “the more money you have, the richer you are”. Others, like myself—Sérgio Pinheiro—believe that being rich is not about who owns the most, but about who needs the least! This approach requires a radically different way of thinking though. Let me […]
Why you should start calculating the value of Customer Experience—now!
Recently, my team and I—Stef Knaepkens—had a conversation with a Project Manager in a leading bank who refused to quantify the cost of service outages for their business in an important business case. The focus was on cost savings, and in particular on project and maintenance costs. But the customer was not part of the […]
5 Steps to make your CSDM WALK phase a success
In my previous blog, I—Dylan Veerman—already provided some tips on how to make your CRAWL phase a success. This time, we’ll dive into the CSDM WALK phase. But first, a small recap on CSDM. The Common Service Data Model is an essential part of ServiceNow’s data model. It is the foundation of all ServiceNow IT […]
How redefining your strategic project portfolio can help you cope with this crisis
With sudden declines in revenue due to COVID-19, many companies need to take measures. A thorough evaluation of your project portfolio can help, to ensure continuation or acceleration of critical projects, while you put other projects on hold or cancel them. All to compensate the revenue decline. But the heightened uncertainty about the future makes […]
5 Steps to make your CSDM CRAWL phase a success
The Common Service Data Model (CSDM) is an essential part of the ServiceNow data model. It’s the foundation of all ServiceNow Workflows—from ITSM, ITOM, PPM, Application Portfolio Management, CSM, SecOps, Governance to Risk & Compliance, etc. There is a standard approach for CSDM provided by ServiceNow, consisting of the steps Crawl, Walk, Run and Fly. […]
Innovate today and thrive
Due to the coronavirus, we live in an uncertain and difficult time. Economic forecasts are depressing, and death tolls keep rising. But I, Stef Knaepkens, Director BeLux, figured it was high time for a message of hope and action for success in a VUCA world (Volatile, Uncertain, Complex and Ambiguous), or after black swan events. It’s […]
Creating the ultimate Shopping Experience with ServiceNow
Most people think the ultimate shopping experience is created by combining a fab shop interior with an appealing product display. But they couldn’t be more wrong. Besides visual stimuli, the ultimate shopping experience stimulates all senses – from smell, touch to taste. It should also be a safe experience, and, perhaps most importantly, we don’t […]
Why IT service providers don’t have to choose between Operational Excellence and a great CX anymore
Customer expectations for businesses providing IaaS, PaaS and SaaS solutions are on the rise, pressuring IT service providers to improve their customer experience (CX). While it’s common to think that customer-facing employees are the front-runners in delivering a smooth customer experience, it’s actually the underlying operational excellence and data that play a crucial role in […]
Why it’s not about Products (but Services) in Manufacturing
Products vs. services. Maybe it’s a battle of generations? Let’s take a car as an example. Older generations typically want to own a car, maybe even two. The result? In the Netherlands alone, 8 million cars stand idle for 23 hours per day. But the younger generation have a different take on things here. Fueled by technologies […]
Lower the impact on first-line health care professionals with ServiceNow Virtual Agent during the COVID-19 pandemic
First-line health care professionals are overwhelmed with the amount of questions they receive about COVID-19 by phone. Generally speaking, these calls are not urgent. However, it takes first-line care workers 15 to 45 minutes on average to determine if a case is urgent – putting pressure on resources and increasing waiting times exponentially. Plus, first-line […]
The Common Service Data Model (CSDM) explained – Aligning IT to business strategy
ServiceNow has made a major change to their database involving the Common Service Data Model (CSDM). It enables you to link your IT CIs in the Configuration Management Database (CMDB) to your services, users, costs, and more based on best practices. Labeled as a ‘change for the better’, CSDM 3.0 is a framework and prescriptive […]