After a break from blogging here on the ServiceNow community I wanted to post about some really cool work we've done recently.
As part of our internal systems revamp we've been taking a fresh look at Knowledge Management, specifically how to use knowledge as a strategic tool to resolve customer issues faster, better and with repeatable quality.
We've made a number of improvements to our Knowledge Management process but I wanted to talk about reporting in this blog post.
I was invited to a meeting with a customer last week that appeared in my calendar as "Agile and ServiceNow".
The meeting started and I prepared myself to go through the main features in our Scrum application to be told…
"We've seen the new features in Berlin, we don't want to talk about that"
The customer wanted to know how to apply Agile principles to building their ServiceNow instance and how could the development environment we provide best be used.
I attended the UK ServiceNow User Group (uksnug) meeting today. In a break from meeting in London the group converged on the Science Museum in Birmingham
Although meeting in Harrods and in London Bridge was pretty cool, todays venue took us to a new level. Who doesn't want to see talking robots at a User Group meeting?
Over at The ITSM Review I blogged about Structured Problem Analysis.
When I worked in IT Infrastructure and Operations I was unaware of this framework for rationally finding and proving the root cause to complex problems. I wished I'd read "The Rational Manager" book during that time - I think the lessons are invaluable.
The #servicenow Twitter hashtag continues to be a source of interesting people - customers, partners, prospects and employees of the company.
On Twitter (and "in real life" at Knowledge 12) I met Adriene Radcliffe who contributes some interesting thoughts and opinions on IT Service Management.
I was interested to know more about how ITSM is perceived at a major American education institution.
Please introduce yourself.
Our product is widely recognised to be a market leader in the IT Service (and Support!) Management industry. Our core competency of applications to help organisations manage their Incident, Problem, Change, Knowledge and Configuration processes are well known and used by our customers.
Over at the ITSM Review, Ros Satar writes about ITSM Projects and how the Kanban methodology might bring value.
In these uncertain economic times the watch words of the moment seem to be:
"Do more with (continually) less"
I've spoken to a few customers recently about our new Coaching Loops feature in Berlin.
The feedback has been that some of our customers are already trying quality initiatives like this with their own customisations and that we've introduced some nice new capabilities with this product.
One customer I spoke to was especially interested in the feature that ensures consistent quality checks and opportunities to provide feedback across all engineers.
I am a big fan and advocate of Live Feed - in fact my first contribution to most email threads that I can see turning into "yet another behemoth of an information silo locked into someones INBOX" is:
Could we take this onto Live Feed and discuss it there?
Live Feed in ServiceNow is great for a number of reasons...