Service Matters

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...

Now on Now: 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...

Cloud adoption in the Public Sector – Why As-a-Service can offer huge business benefits

Cloud adoption in the Public Sector – Why As-a-Service can offer huge business benefits

A ServiceNow-powered portal and service catalogue reside at the core of a New South Wales Government plan to transform ICT...

Financial Industry CISOs: Best in Class

Financial Industry CISOs: Best in Class

Some of the earliest examples of the digital data breach targeted financial services. That turmoil has led to some positive...

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