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The Role of Organizational Change in an ITSM Implementation

At the end of the day an IT Service Management (ITSM) implementation is an exercise in organizational change enabled by process and technology. What this means is, work that typically moves up and down organizational “silos” will now be moving across the departments spanning the IT organization.

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Monday
Nov212011

The ServiceNow Call Center

Presenter: Chris Dauw
Length: 1:02:28

The ServiceNow Call Center: Use cloud telephony to build call centers and embed rich communication into your apps allowing your ServiceNow instance to interact with traditional phone systems. Make and receive calls directly into ServiceNow enabling an evolution in SaaS based virtual call centers, field services, help desks, and more. Empower a remote workforce, use SNC workflow to facilitate advanced call routing, track call statistics and analytics in real time, and actively monitor the level of support and customer service your organization is providing. Empowering ServiceNow via cloud telephony enables your instance to make outgoing calls to support personnel if someone logs a high priority incident or if an SLA is about to breach. Additionally your users can acknowledge receipt of critical P1 issues via IVR or SMS. End users now have the ability to log a ticket in ServiceNow dynamically with a phone call when your help desk is over capacity or when users call after hours.

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