With our services in the area of Agile & IT Service Management we support our customers in the optimal alignment of the structural and process organization and digitize and automate common tasks in service management - according to classic, agile or hybrid methods.

Make your business more responsive and flexible with agile approaches, create more business value for you and your customers and win with a faster time to market.

With our experience in integrated ITSM and DevOps environments, Scrum/Kanban and strategic focus on scaling agile, iTSM Group is the ideal partner for agile practices and organisational transformation. 

With our services in the area of Customer Service Management (CSM), we help service organisations to work in a customer-centric and efficient way.

With "AI"-based self-services, you enable your customers to interact mobile, efficiently and 24/7, while your service agents have all customer-relevant information available centrally - in every process step, across departments and up-to-date at all times.

With our services in the area of Governance, Risk and Compliance, we help our customers to meet the constantly growing compliance requirements from information security, data protection and risk management with suitable concepts, processes, services and technical solutions. 

In this way, we put our customers in a position to sustainably anchor the right and affordable measures in the organization from the multitude of possible and necessary measures.

In an increasingly data-driven world, the classic methods and tools for handling IT operations are no longer sustainable.

With our IT Operations Management services, we support our customers in modernizing and transforming their IT operations and help them to reach the next level of automation.

With our services for Legal Operations Management, we support corporate legal departments in unleashing the power of automation for legal workflows and mastering the digitalisation of corresponding legal operations - from strategic consulting to implementation and operation.

In our joint venture smartvokat Trusted Quality, we bundle legal management and technical expertise for this purpose.

With our services in the area of Project Portfolio Management (PPM), we support our customers in better aligning their project management with the corporate strategy and in making project work more efficient overall - regardless of whether it is carried out according to classic or agile approaches. 

With our Application Management Service (AMS), we take care of the daily tasks involved in the operation of our customers' platform solutions - especially with regard to global ServiceNow® platforms. 

Our cross-project expertise and maximum transparency in our approach are the basis for a successful and trusting partnership.

With our services in Business Process Management, we support you in setting up, optimising and digitising the processes of your organisation, train and coach your employees for process-oriented thinking and automate individual process steps or entire workflows on the basis of various solutions.

With the combined expertise of experienced consultants and educational professionals, we offer digital learning formats that are tailored to your needs. These include interactive learning experiences, knowledge nuggets and context-specific learning formats.

With the iRESC application, we offer crisis teams and emergency managers a tool to overview and solve risks and problems in extraordinary situations.

Our workflow application simplifies the reporting of events and provides your staff with action plans for crisis management: easy to handle and automated in its control.

ServiceNow® as a Service is the ideal product for a quick entry into the digital transformation of small and medium-sized enterprises: We take care of the setup and configuration of your ServiceNow® environment, map your processes there, and enable tailoring to individual needs without long-term contractual commitments.

With Service Management as a Service (SMaaS) we take care of the daily tasks in the operative IT service management of our customers.

This way we make your internal staff available to work on important projects and urgent changes, while you can rely on a reliable service management basis.

IT Infrastructure Library (ITIL®) is a globally recognised framework for implementing IT-Service Management.

In our ITIL® training courses for v3 and ITIL® 4 you will learn the processes, organisational structure and tools necessary for operating an IT infrastructure and can become officially certified according to the globally valid standard.

PRINCE2® (Projects in Controlled Environments) is a process-oriented method for project management that is based on best practices.

In our PRINCE2® training courses, you and your colleagues learn the framework for successful projects and concrete recommendations for action for each project phase. In addition, you can also take an exam and receive your PeopleCert® certificate of the international standard right away. 

ServiceNow® is a provider of cloud-based software-as-a-service (SaaS) for enterprise service management.

In our ServiceNow® training courses, you will gain experience in using the software and learn how to map and optimize your work processes in ServiceNow®. As an authorized training partner of ServiceNow®, we also offer you the official certification.

Learn about the possibilities of ITIL®, PRINCE2® and DEVOPS in your company through playful simulations. Experience a fictitious space flight or increase the productivity of a pizza delivery company. In the process, many typical problems encountered in IT organisations become visible.

In our practical workshops, competent trainers support your organisation in integrating theoretical frameworks and software know-how into everyday practice.

Together with you, we develop solutions for the introduction, advise on the concrete design of processes

Our online training courses prepare you digitally, diversely and efficiently for your certification.

In the basic training courses for ITIL®, PRINCE2® and Security Awareness, you will be familiarized with the content with the help of case studies and quizzes and chapter questions - all you need is a computer or tablet with a stable internet connection.

Categories

02.06.2022

ServiceNow® CSM Pro Features - What do I get for my money?

The Professional Package from ServiceNow® Customer Service Management holds several useful features that can take the work of support and their operations to a new level. Popular beacons like chatbot, Natural Language Understanding (NLU) and Performance Analytics are just a fraction of the package's scope.

Taking a look at the optimization opportunities for the existing support process, the following features stand out:

  • Predictive intelligence: Here, based on the subject of a ticket, an attempt is made to infer categories, priorities and possible groups of agents. This can make the work of 1st level support much more efficient and reduce unnecessary reassignments, which tie up resources unnecessarily.
  • Guided decisions: Here, criteria-driven decision trees are proposed, which are processed by the support team. These decision trees contain questions that lead directly to the next decision points. This in turn reduces the workload of the more specialized 2nd and 3rd level units.
  • Workforce optimization: This feature is nothing more than the breaking up of group thinking into queues. The allocation is based on the availability of the agents, their skills and their workload. This results in a more even utilization of agents and tickets are assigned to those agents who have the necessary skills.
  • Proactive customer service: By integrating event management to detect disruptions and based on the affected customer products, outages are created and the customer is proactively informed, which in turn increases transparency towards the customer.
  • Outsourced customer service: Here, tickets are transferred to external agents in the system based on criteria. The tickets visible to the external agents are subject to the defined criteria.

The aforementioned lighthouse features of the virtual agent (chatbot) and NLU often go hand in hand. Controlled by the decision tree, the virtual agent covers simple and often recurring requests, saving the company from 1st level support. In conjunction with NLU, additional keywords and phrases can be combined with a decision tree, e. g.: for "status incident 123456", additional phrases such as status ticket 123456 or error 123456 are used. In special dashboards, those responsible then also receive an overview of how well the terms were selected and for which entries no decision tree was found.

With Performance Analytics, one gets the possibility to calculate additional KPIs automatically, which allow a look into the past via periodic snapshots and also map trends. This in turn can be the basis for proactive control measures.

All in all, the use of Professional Features enables a significant increase in efficiency in support, brings more transparency on ongoing processes for management and also vis-à-vis customers. Through improved resolution times and qualities, this also has a direct impact on the customer relationship.

About the author Christian Seiberl

Since 2017, Christian Seiberl has focused on customer service management processes. In various project roles, he has introduced these based on Servicenow at locally and globally operating customers across all industries. As Product Domain Lead 'Customer Service and Field Service Management', he is responsible for the further development of these processes. This includes the integration of new technologies such as AI and augmented reality into the service management process.

Customer Service Management

With our Customer Service Management (CSM) services, we help service organizations to work in a customer-centered and efficient manner, with the aim of increasing customer loyalty and ensuring optimal services

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