Support organization design including multi-tier support models, internal capability building, escalation procedures, and self-service strategies that ensure reliable and efficient ServiceNow platform support.
Hybrid Support Models: The Strategic Framework for ServiceNow Excellence
Combine internal platform knowledge with external expertise to accelerate innovation, eliminate bottlenecks, and transform ServiceNow from operational burden into strategic advantage.
Empower Users with Self-Service Support in ServiceNow: Best Practices
Build a self-service model that reduces ticket volume by 40% whilst empowering users to resolve issues independently through Knowledge Management, Service Portal, and Virtual Agent