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  • The Total Economic Impact Of ServiceNow Customer Service Management

    When looking for a solution, the customer wanted a system that could drive users toward more cost-effective channels, consolidate solutions, reduce SLA payments, and improve retrieval of case data. Open this eBook to learn about the solution they implemented, its 7 benefits, and Forrester’s cost benefit analysis.

  • CSM Essentials Guide: Advanced self-service platforms open new customer frontiers

    Gartner recently found that 15% of all customer service interactions will be handled completely by AI by 2021. But many organizations have also reported difficulty with managing AI technologies. Read the 3 articles in this handbook to learn about the benefits and drawbacks of customer service AI and other self-service platforms

  • Artificial Intelligence & Intelligent Technologies: 3 Strategies for Driving Customer Service Innovation

    Customer service organizations are making significant investments in emerging technologies like AI and analytics to deliver exceptional experiences. Learn how you can integrate intelligent technologies to improve customer service with the help of ServiceNow in this white paper.

  • Delivering a Digital Transformation to Business Partners

    Download this eBook to gauge the current state of IT support and operations teams, including modern day priorities, risks, and costs –and how to deliver on digital transformation goals despite potential setbacks.

  • The Customer Experience Perspective

    businesses need to evaluate their current customer service approach and embark on a journey to ensure they are steering their leaders and enterprise in the right direction. Access this eBook to read about the 5 keys to a successful customer service operation.

  • Preparing for launch: Essential elements for a successful digital transformation

    Organizations should shift their focus away from legacy systems and devote more time to streamlining and future-proofing their operations. This eBook explores exactly how IT organizations should prepare for a digital transformation, and what elements are required for that transition to be successful. Read the guide here to see the details.

  • No-Code Apps for Dummies

    In order to build, extend, and automate a digital workspace, you need to be an expert – right? With no-code applications, anyone can develop an app, regardless of experience or expertise. This No-Code Apps for Dummies answers your questions about the reality of no-code apps, from chatbots to field types. Read the guide here.

  • AI and automation in customer service: Is it too good to be true?

    Technological advancements are transforming traditional customer service departments and call centers into multidimensional corporate forces. Learn how AI, chatbots, process automation and predictive analytics is affecting customer service and the future of the enterprise.

  • Customer Service 2019-2024

    Recent trends in customer service have identified the need for a new framework—one that focuses on customers’ journeys and achieving operational excellence. Learn about it, and how you can get started on your customer experience transformation in this Customer Service 2019-2024 outlook.

  • Cloud Cost Optimization and Governance

    To better balance multi-cloud services and bills, organizations should turn their attention to IT optimization and governance. With ITOM optimization, your organization can identify and report on cloud usage within the organization to save on costs. Read more about how to manage your public cloud spending in this IDC report here.

  • Visibility to Multi-Cloud: Measurable outcomes from CMDB

    For companies that currently use or are transitioning toward multi-cloud deployment strategies, data visibility is everything. Data visibility allows organizations to stay ahead of security threats and compliance issues while remaining prepared to take on new initiatives. In this resource, find how a low-code framework for ITOM can help.

  • Visibility to Containers: Measurable outcomes from CMDB

    Containers couple both applications and systems dependencies together into a single artifact and introduce a new layer of abstraction, simplifying DevOps. Access this eBook to learn how teams can leverage this efficiency to transform legacy IT into fast IT through automation, reduced costs, and improved productivity.

  • Customer service technologies revolutionize CX engagements

    Customer service has evolved in ways that were unthinkable just a few short years ago. They now play a strategic and multidimensional role in fulfilling positive customer experiences that lead to brand loyalty and increased revenues. Download this expert guide to explore the evolution of customer service

  • What is SaaS License Management?

    SaaS license management tools are necessary to prevent runaway licensing fees – and to provide an invaluable, single-architecture view into SaaS utilization data. Jump into this white paper to learn why SaaS license management tools are crucial to today’s digital businesses.

  • Revolutionizing the Employee Service Experience at Arrow Electronics

    Arrow Electronics had recently experienced a steady period of growth and needed an HR service delivery upgrade. They decided to implement the Employee Service Delivery solution from ServiceNow. Learn about Arrow’s experience and the benefits they realized with ServiceNow in this case study.

  • The Top 9 ITSM Offerings Stacked Up: Who's Leading the Pack?

    In this analyst report, find out how the top nine ITSM tools on today's market stack up against one another. Explore the strengths, cautions, and adoption trends around each offering to get a better idea which one matches the needs of your I&O team – and which ones to avoid.

  • ServiceNow adds mobile app to 'New York' Now Platform

    ServiceNow rolled out the latest version of its flagship Now Platform highlighted by a mobile application that allows remote users to access core capabilities of the enterprise workflow product. Learn about it in this expert guide.

  • Leaving Legacy ITSM Kits is Easier Than You Might Think

    Old-school ITSM tools can be inflexible and inefficient, resulting in clunky and highly siloed service workflows. Find out how to start taking steps to ditch your organization’s legacy ITSM tool for one that supports organization-wide digital transformation objectives.

  • Making it #EasyForEmployees: Voice of Customer II

    In this eBook, ServiceNow highlights companies around the world defining the digital employee experience in their organization.

  • The Employee Experience Imperative (Research Report)

    Download ServiceNow’s latest research report, “The Employee Experience Imperative,” which is the most comprehensive study to date on the topic – to learn about employees’ perceptions of their experience at work.

  • Using AIOps and Cognitive Patterns to Optimize Operations

    As IT operations teams continually find themselves weighed down by increased service complexity, AIOps might be the secret to keep everyone’s head above water. Flip through this info-brief from IDC to learn where AIOps tools and practices come into play within typical ITOps silos.

  • Using SAM to Build Your CMDB

    Jump inside this guide to learn how to use the architecture of SAM platforms as a framework for the creation and maintenance of a CMDB – and as IT asset volume grows, how to keep it as scalable and accurate as possible.

  • Using ITAM to Improve Strategic Stakeholder Management

    As a practice, IT asset management (ITAM) is gaining momentum. Inside this 23-page guide, step through the profiles of key ITAM stakeholders to find best practices and suggestions to help earn their engagement.

  • Configuration Management: Addressing GRC Challenges

    Configuration management enables security teams to configure, update and patch systems more efficiently. In this e-guide, dive deeper into configuration management to learn some the key features, benefits, and how it can improve governance, risk management and compliance (GRC).

  • Building a Strong and Effective Incident Response Plan

    Literally every business -- both large and small and across every industry -- is a target for criminal hackers and careless employees alike. The question is: What are you doing about it? This is where incident response comes into play. In this e-guide, learn how to create an effective incident response plan.

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