Highly available business services rely on modern IT operations management. Develop a comprehensive service availability strategy to address IT issues before they become business problems. Learn to improve your ability to analyze, prevent, and address service availability issues before they occur.

A comprehensive service visibility strategy with automated infrastructure discovery and service mapping gives a clear view into business-critical services. Quickly locate potential problems before downtime happens. Learn best practices to develop your service visibility framework. Read this eBook.

When mission-critical business services fail, consequences are catastrophic. IT organizations are challenged with service availability issues and dealing with disparate monitoring tools resulting in undetected service issues. Read this eBook and take back control with service-aware event management.

According to IDC Research, “customer service is the new marketing” in an age where the relationship that is built through service is what differentiates an organization or a brand. The customer support and service organization is now the clearinghouse for all customer concerns raised through a myriad of channels. With an increasing number of interactions taking place through digital channels, […]

A June 2017 commissioned study conducted by Forrester Consulting on behalf of ServiceNow How Epicor Software Achieves 104% ROI by Transforming Global Customer Support This Forrester Study provides a framework and customer example to help readers evaluate the potential financial benefits of investing in ServiceNow Customer Service Management. To understand and illustrate the benefits, costs, and risks associated with ServiceNow, […]

This IDC Perspective illustrates what a digital-native enterprise looks like and can achieve when it has “digital” ingrained in the most important aspects of its culture and business. Digital transformation has progressed to where it is now an existential concern for many enterprises. Growing organizations strive to become “digital native” in the way they think, what they produce, and how […]

The accelerating pace of technology innovation will offer organizations new opportunities to engage with customers as they build a digital business. Application leaders must be ready to translate habits of customer centricity into a new set of improved actions to support CRM and CX strategies.

A new approach is needed, one that is effortless, digitally optimized, and capable of resolving issues before they impact a customer. Customer service is at an inflection point, in both the business-to-consumer and business-to-business sectors. Costs continue to skyrocket as the volume of inquiries increases, even as customer service budgets remain flat. Customer expectations seem to increase by the hour. […]