GuideVision Ristretto for April 2023
Here are the news items from the world of ServiceNow mentioned by Karita Kuusisto in this edition of GuideVision Ristretto.
What’s in ServiceNow Utah?
The new ServiceNow Utah release is here, and GuideVision is here to help you make the most of it. We have two new videos looking at different aspects of Utah, one for developers and implementers, and one looking at what’s in Utah Mobile. Both of the videos should give you more insight into what makes Utah such a compelling release.
ServiceNow study shows Australians spent nearly 100 million hours on hold in the past 12 months
Hate being put on hold? Those hours can really add up. Results from a study released by ServiceNow that show Australians spent 96.5 million hours on hold in 2022, waiting for issues to be resolved by customer service departments. That’s 7 million more hours than in 2021. The ServiceNow study showed that 13.3 million Aussies tried to resolve issues with products or services in 2022, an increase of more than 1.6 million customer complaints from last year. According to ServiceNow, the fastest way to skip the queue on hold is to use an app, which takes less than an hour on average to get an issue resolved.
You can read the report summary here: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/resource-center/white-paper/elevate-your-customer-experiences-while-saving-costs.pdf
How to navigate your customer experience during the cost of living crisis
On the Diginomica website, Simon Morris, ServiceNow’s vice president for solutions consulting, discusses why investing in customer experience during tough economic times is not only doable, but should be a top priority.
DevSecOps provider Snyk gets closer to ServiceNow
The Acceleration Economy Minute has an explanation of how cybersecurity company Snyk is extending its relationship with ServiceNow. Snyk provides a level of security at the development stage, also known as DevSecOps.
Nicus Software’s ITFM and TBM solution available natively on the Now Platform
There’s a new solution available on the Now Platform for IT financial management and IT business management. Nicus Software, a vendor of IT Financial Management and Technology Business Management solutions, has announced a release of its ITFM/TBM solution built natively on the ServiceNow platform. Nicus offers cost-modeling, cost allocation, show-back and charge-back (Bill of IT) capabilities that are high-performance, flexible and highly scalable, all on the ServiceNow platform. Nicus will be generally available for purchase from the ServiceNow App Store mid-March of 2023.
ServiceNow Taps New Channel Chief Erica Volini, Rolls Out New Partner Program
ServiceNow used its internal partner kickoff event in Las Vegas to introduce Erica Volini, who has been named senior vice president for alliances and the channel ecosystem. ServiceNow also unveiled major changes to the company’s channel program, which is aimed at helping partners expand their opportunities and benefits. Before joining ServiceNow in 2021, Volini worked for 23 years at Deloitte Consulting.
ServiceNow transforms partner program to focus on ecosystem growth
In a related story, Tahawultech has an article about Volini’s hiring and about ServiceNow’s plans to transform its partner program. The multi-year vision is designed to support the $500 billion market opportunity for the Now Platform and associated partner services that includes a new Partner Development Fund and other incentives and benefits.
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