Do you need a new instance? 5 Questions to rate your ServiceNow performance
Having trouble with your ServiceNow performance or implementing new features or functionality? Then this might indicate you’ve gone down the path of over-customization in the past on your ServiceNow instance. In the early ServiceNow releases, a lot of the current functionality wasn’t developed yet. As a result, ServiceNow customers (or their implementation partners) added custom […]
How to build a rock-solid business case for ServiceNow to cut IT costs
COVID-19 has given digital transformation a real upswing. With that, the importance of IT and IT Service Management (ITSM) has grown. As ITSM market leader, it is to no surprise that many consider ServiceNow. A powerful ITSM capability will improve IT service stability and ensure any issues (incidents) are resolved asap. It even helps employees […]
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 […]
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. […]
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 […]
Maximizing the value of your ServiceNow PPM implementation via implementation quality measurement
Like it or not, the quality of your ServiceNow PPM implementation defines the quality of your decision-making. If you base your decisions on inaccurate data, your decisions will not yield the desired results. In project management, data quality is of utmost importance. Because the decisions you make will impact the realization of your organization’s strategy. […]
Connect and control your (interactive) narrowcasting technology via ServiceNow
Most organizations have (interactive) narrowcasting technology in their offices. But the problem is that the software is often outdated and can only be controlled via a single point solution. But that now belongs to the past! We have built a link between ServiceNow and AppSpace, a common digital signage platform, enabling you to control your […]