Every type of business across all industries needs efficient service operations. However, operational failures are just a day-to-day reality everyone has to deal with. What if one of your monitors broke down suddenly? What if one of your departments needed access to another one of your department’s software systems? While these would be small problems, they could cause major mayhem in your operations when deadlines are looming.
ServiceNow, a multi-billion-dollar global cloud software provider, offers a cloud-based service portal that offers best-in-class categorization, routing, and assignment capabilities for IT, HR, and Customer Service.
Understanding the Crucial Role of IT in Smooth Operations
Most of the daily problems you face could potentially be due to IT issues. Even if this is not the case, the requests mostly have to pass through IT to get done. How you report, track, manage, and resolve these IT requests can make or break your operational workflow.
Take for example, your HR department team which has to deal with multiple employee requests and questions every day; or your Customer Service Management team which has to take requests for things like product warranty, product information, billing, etc. Traditionally, all of these issues required various kinds of systems that were department-specific. For example, you may have been using a separate system for requesting software access, and a separate system for requesting help to solve hardware problems. This created a whole bunch of problems, including low productivity, negative employee and customer experiences, and just that bitter taste in your mouth from all the regular problems. Thanks to ServiceNow these can be problems of the past.
ServiceNow is an integration capable Cloud Platform-as-a-Service (PaaS) that lets companies design workflows and service processes. The software suite uses a top-down approach to integrate a lot of disparate tasks. ServiceNow’s consumer-like help desk system, allows automated request categorization, automated routing, and assignments which work together to facilitate faster resolutions. A complete suite like ServiceNow helps you integrate your departments to create a more efficient enterprise.
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