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The ServiceNow Rundown: Great (Mobile) Expectations, Raising Your Voice, and the Human Change Dynamic

ServiceNow News

A rundown on The Rundown: Each month I bring you up to speed on major ServiceNow articles, news appearances, market shifts, acquisitions, or anything else insiders are talking about.

We’ve covered stock options (the highs and the lows), press releases, what the insiders are talking about, new integrations, and trending topics like AI and Machine Learning. Before we jump into lengthier news from this month, here are two things you should absolutely know about ServiceNow;

  • ServiceNow was named a leader in Gartner’s Magic Quadrant for IT Service Management (ITSM) Tools… for the sixth year in a row. The quadrant measures both a tool’s completeness of vision and ability to execute.
  • The fourteenth platform upgrade, New York, was released at the beginning of the month. Among many technical and UX improvements we cite IT Business Management (ITBM), Governance Risk and Compliance (GRC), and Natural Language Processing as some of the most notable.

Now, onto some more news.

CSM ServiceNow Mobile Infographic

Click on the image to expand.

Great (Mobile) Expectations

If a picture can say a thousand words, then this new infographic from ServiceNow, published on their Forbes BrandVoice, has a thousand implications for businesses that are willing to listen.

With a focus on mobile, this image reports on statistics such as 33% of consumers initiate customer service interactions on their mobile devices or the fact that the average American will tell 15 (yes, 15!) people about a bad experience.

It’s time for businesses to start thinking outside of the phone call. Explore options such as text, social media, and chatbots (or ServiceNow’s new AI capabilities in New York).

Raise Your Voice: Annual Industry Survey is Open

Last year, Acorio opened up the first global ServiceNow and Service Management survey with a simple goal: to report on the technology challenges, successes, business goals, metrics, uses and trends that ServiceNow users are seeing.

It was a roaring success. Over 325 users responded to the Insight Survey, allowing us to publish our complete 2019 Insight and Vision Report.

ServiceNow SurveyBut now we have our eyes on 2020.

Will the new decade bring new challenges and business questions? Will ServiceNow’s explosive platform expansion continue? How will business leaders marry new AI strategies with serious data privacy concerns?

If you have your eyes on the horizon, or if you missed your chance to share your thoughts in last year’s survey – your time is now! Acorio’s second annual ServiceNow Insight and Vision Survey is open to the worldwide ServiceNow community.

We hope that you will join us in taking this survey. It is the only benchmark in the ecosystem reporting on what global users are experiencing, and, as a thank you for participating in this survey, we are giving away one of our corporate Acorio Away travel backpacks. We can’t run this study without the help of all our valued members of the ServiceNow community – so, thank you!!

Understanding the Human Change Dynamic

ServiceNow’s Global Director of Customer Service Transformation, Tom Brennan, recently wrote a piece (a naturally ardent piece, might I add) about how it’s not just technology that will grant your company’s entrance into the modern digital era. It’s people too.

In fact, people are the core of your change (and perhaps your secret weapon, too).

“Technology will continue to evolve. True transformation depends on how well your organization is able to adapt to this evolution. And when the human change dynamic is understood, embraced, and engaged—rapid reinvention follows.” – Tom Brennan, Global Director at ServiceNow

Throughout his piece, Brennan focuses on a series of steps to ensure that your organization change remains centered around the people – what they need, what they want, and how they act. From communicating your vision to providing quick wins and “walking the walk”, he describes change as nothing more than a new social contract inside of your company. Read the complete article here.

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