Executive Insights

The One-Step to Better Customer Service

The One-Step to Better Customer Service

The demands on customer service have never been greater – and there’s only one strategy able to address the challenge....

How KAR Auction Services is Driving the Road to ITOM Maturity

How KAR Auction Services is Driving the Road to ITOM Maturity

  KAR Auction Services provides innovative, technology-driven remarketing solutions for the wholesale used vehicle industry. The company connects buyers and...

ServiceNow’s Cloud Field Day

ServiceNow’s Cloud Field Day

The opportunities and challenges facing businesses who want to harness the power of cloud platform technologies Platform Power: ServiceNow at...

IR Is Not ITSM

I’m not an ITIL expert. Yes, I’ve been at an ITSM company for over five years, so maybe it’s a...

Delivering a “Card-Member-Like” Service Experience at Discover Financial

Delivering a “Card-Member-Like” Service Experience at Discover Financial

We have often heard about how organizations treat their customers better than their own employees, so at Knowledge 17 I...

How ServiceNow Uses Performance Analytics to Drive Business Outcomes

The journey to work at lightspeed is about leveraging automation and actionable intelligence to steadily improve business velocity, insight, and...

… and that’s a Hackathon-wrap!

… and that’s a Hackathon-wrap!

ServiceNow Hackathons have a unique ‘soundwave’. First there is an excited noisy rush of chatter as people make new connections...

CISOs: Respond to Greater Regulation with Automation

Is information security a human right? Authorities in Europe have decided, “yes.” That’s left global Chief Information Security Officers (CISOs),...

Real-World Insights – What ServiceNow Benchmarks Are Telling Us

Real-World Insights – What ServiceNow Benchmarks Are Telling Us

In a recent blog, I talked about the importance of industry benchmarks. By comparing yourself to your peers, you can...

How Successful CIOs Master the Art of Change

How Successful CIOs Master the Art of Change

Chief information officers know that automation, machine learning, and predictive technologies have finally arrived.  But many are still trying to...

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