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Optimizing Customer Service: Using ServiceNow to Enhance Service Delivery

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Making Continued Enhancements with ServiceNow and Delivering Efficient Service Delivery

Feeling the Need for Speed

One of the key principles behind the Peak 10 service delivery methodology is listening to our customers and making improvements to our process that will bring the most benefit to the user. We recognize that our customers have the need for expeditious delivery of IT services, as well as real-time visibility into the status of deployment. Because information technology has a direct impact on business operations, we are committed to ensuring that all of our customers experience maximum speed to business value for every project that we deploy.

No matter the industry or business, we recognize that predictable delivery outcomes are key for customer success when it comes to IT services. It is our objective to employ a repeatable, consistent process which yields the delivery outcomes that our customers deserve.

ITIL (Information Technology Infrastructure Library), a set of practices for IT Service Management (ITSM) designed to align IT services with the needs of business, serves as the basis for Peak 10’s delivery methodology. With ITIL as our delivery framework and the basis for engineering and subject matter expertise, our delivery team and process will continue to evolve and improve speed to business value for customers.

We consider the fundamentals of speed to business value to be:

  1. Expedient delivery
  2. Real-time delivery status

Meeting the Demand for Speed to Business Value

Knowing that expedient delivery and real-time delivery status are key components of speed to business value, we’ve revisited our delivery methodology and identified where we can make updates to achieve a more streamlined customer experience. After going back to the drawing board, we’ve pinpointed automation, transparency into provisioning status, and mobility capabilities as primary drivers. We plan to implement new functionalities into ServiceNow®, the Peak 10 ITIL Enablement Platform, in order to meet these demands.

  • Automation
  • Mobility
  • Service provisioning status

We’ve taken the time to assess areas of service provisioning in which manual execution is required and created ways to automate processes, eliminating the need for manual touch from customer obligations. Our goal is to help save our customers time and enable the ability to make changes automatically. To complement automated capabilities, we are also targeting mobility functions, allowing customers to provision resources and make changes remotely, from their mobile devices.

Last but not least, Peak 10 intends to optimize speed to business value by offering total real-time transparency into service provisioning status. The Service Provisioning Status feature will show customers service progress from beginning stages through delivery, making new implementations easy to follow.

Making Continued Improvements to ServiceNow

Speed to business value is one of the six, ITIL-based focus areas making up our upgrades and improvement process for ServiceNow. Our main objectives are giving our customers what they need, and remaining committed to continuous improvement.

Commitment to continuous improvement is a mission at Peak 10. If you’re curious about what we’re doing to enhance our service delivery and customer experience, check out our first blog in the ServiceNow series, where we talk about using ITIL to enable IT infrastructure best practices. You can also reach out to a Peak 10 expert to talk about how ServiceNow can play a role in your IT services.

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About Peak 10

"Our values are the foundation for everything we do at Peak 10, and are ultimately what enable us to earn our customers' business and their trust."
David H. Jones,
Board Member, Peak 10 + ViaWest