The implementation of a CMDB is a long process and it’s not easy. Many organisation struggle and for various reasons. Often, from my experience, it’s due to a poor ITSM strategy thus jumping too quickly to the implementation with poor acceptance and understanding of major SMEs. Or due to a poor design or understanding of organisation’s scope of services. We don’t know what we deliver but we need a CMDB.

It is actually quite rare to meet an organisation that says “we have implemented a complete CMDB”. Most of them do have MDR (Managed Data Repositories, such as SCCM) for specific areas. Many of them have integrated some MDRs with ServiceNow. The real value of a CMDB comes when dependencies between CIs are known. A CMDB without CI relationships is more a flat inventory of IT components rather than a CMDB. Few organisations can say for sure which service, and subsequently customers, will be impacted if server n° 84 in a datacenter is shut down.

Finally the CMDB implementation does not stop after the first phase but is/should be continually improved. If you plan to do a big bang in one phase, the risk of a failure will be high. The CMDB touches from close to far to a vast amount of areas of an IT organisation that it is way too difficult to get it right in one phase. The most important aspect of the implementation of a CMDB is to start small but right and grow it on regular basis along with the experience you gather using it.

There are three ingredients to have before the actual implementation can start:
1. You need to know what you deliver to your customer
In an ideal world, this means knowing the list of business services. If not, because it’s not trivial, it’s at least having an inventory of the business applications.

2. You need to know what data sources you may have for the CMDB
It is about having an inventory of all the tools/spreadsheets used across the IT organisations to maintain configuration information. Often, updating the CMDB is perceived as an additional overhead task because the actual work is also done somewhere else.

3. You need to define the scope of the first phase
This last point is dependent on the first two. The maturity of your services coupled with the readiness of the different sources to be migrated/integrated with ServiceNow will define the scope of the phase.

This blogpost was first published in chapter two of my e-book “The ultimate CMDB guide for ServiceNow”. 

The post Prepare your CMDB implementation in 3 easy steps appeared first on Fruition Partners - ServiceNow Global Strategic Partner.

NEWS RELEASE — APRIL 03, 2017

TYSONS, Va., April 3, 2017 – The previously announced merger between CSC and the Enterprise Services Division of Hewlett Packard Enterprise (NYSE: HPE) to form DXC Technology Company has been completed, effective April 1, 2017.

DXC Technology (NYSE: DXC), the world’s leading independent, end-to-end IT services company, will ring the Opening Bell and begin trading today on the New York Stock Exchange under symbol “DXC.” Beginning today, DXC Technology will become a member of the S&P 500 index.

“With the successful close of our transaction, we are standing up a company that is ideally suited to meeting the needs of a rapidly changing technology marketplace,” said Mike Lawrie, DXC Technology chairman, president and chief executive officer. “We are looking forward delivering on our promise of producing greater value for clients, partners and shareholders, along with growth opportunities for our people.”

DXC plans a series of global launch activities beginning this morning, with employee events at more than 150 sites and an inaugural advertising campaign to introduce the new company to the marketplace.

About DXC Technology

DXC Technology (DXC: NYSE) is the world’s leading independent, end-to-end IT services company, helping clients harness the power of innovation to thrive on change. Created by the merger of CSC and the Enterprise Services business of Hewlett Packard Enterprise, DXC Technology serves nearly 6,000 private and public sector clients across 70 countries. The company’s technology independence, global talent and extensive partner network combine to deliver powerful next-generation IT services and solutions. DXC Technology is recognized among the best corporate citizens globally. For more information, visit www.dxc.technology

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The post Top 5 reasons why your company needs Managed Services appeared first on Fruition Partners - ServiceNow Global Strategic Partner.

Do you have the following challenges with your integrations?

• No central place to view all inbound or outbound integrations
• No real structure or standardization around process level integration
• 80% of solutions are heavily coded vs configured
• No built-in tracking or logging
• Must custom build any tracking or logging
• No error handling
• No Field Value Mapping
• Have to be hand-coded
• No clean options for managing multiple integrations on a single record

Watch this webinar to learn how Lean Integration Nerve Center, or LINC, can help you solve these challenges by converting heavily coded integrations into ‘codeless’ integrations, increasing manageability and potentially lowering integration costs

The post Stop Coding Your Integrations! Configure Them! appeared first on Fruition Partners - ServiceNow Global Strategic Partner.

Knowledge is your best opportunity to transform enterprise services with ServiceNow. Make the most of your experience with this short list of recommended conference activities assembled by 8-time sponsor, Fruition Partners, a DXC Technology Company.

Customer Breakout Sessions

Attend for a chance to win a $25 gift card

Walk-Ins Welcome!: MetLife Modernizes IT Support for Employees | Wednesday, May 10 | 11:40am

• Through a state-of-the-art application on the ServiceNow platform, MetLife has repurposed (and enhanced) the familiar ‘walk-in’ service model for IT support

Kick the Spreadsheet Addiction and Create Confidence in your ServiceNow Releases: The Ameriprise Story | Tuesday, May 9 | 2:40pm

• Ameriprise Financial kicked spreadsheets and created their own CIO custom app with Test Management

TheaterNow Sessions

Attend for a chance to win a $25 gift card

Simplify, Streamline, and Empower Security with iSecOps | Monday, May 8 | 5:45pm

• iSecOps empowers your Security team with predefined security controls for integration, workflow and security support

Asset Management Just Got Real | Tuesday, May 9 | 1:00pm

• ITAM Expedition helps you merge IT Asset Management and Service Asset & Configuration Management into one, unified strategy

Application demos

Booth #106 (demo dates/times available in booth)

• LINC – convert heavily coded integrations into ‘codeless’ integrations
• Dynamic Workflow – use records to drive workflows
• Retail Portal – seamlessly integrate store technologies like RFID, POS, analytics, mobile devices, and traffic flow and heat mapping systems
• Health, Safety, and Environmental Management App – manage your Health, Safety, and Environmental incidents, hazards, equipment and other information in one place.

If we can help you in any other way, reach out to us either directly or drop by booth #106 to meet us live! Here’s a preview of our new look so you don’t miss us!

The post Know Before You Go: Knowledge17 appeared first on Fruition Partners - ServiceNow Global Strategic Partner.

The service transformation vision and key project goals should be defined in terms of the things that really matter to your company, not just that ServiceNow is implemented to quality, time, and cost.

Implementation success is of course important but, from a business perspective, the most important project goals will relate to business-level outcomes such as:

• Improved efficiency and reduced costs
• A better customer experience for both external customers and employees
• Improved governance, with the ability to meet compliance requirements
• Increased speed of change – to quickly deliver improvements and new innovations as needed
• Reduced operational wastage, such as the removal of duplicated efforts, dropped “batons”, or “reinvention of the wheel”

All realised through service transformation and the use of ServiceNow.

The project’s scope is an important part of the vision too. Many ServiceNow customers start with a need related to IT and IT service management (ITSM) – they usually need to manage and deliver IT services better – but the service transformation opportunity with ServiceNow extends across your company, touching any business function that provides service.

So ensure that your vision includes all of the transformational opportunities ServiceNow brings. Whether it be to IT, HR, Facilities, Legal, or to any other business function that would benefit from a single system of record, workflow and automation, self-service, custom app creation, and other ServiceNow capabilities. It’s important to factor these into your vision, and then to planning and design, whether they are early or later opportunities for reaping the benefits of service transformation.

In addition to including possible later implementation phases, the vision should also factor in ongoing improvement and optimisation opportunities. In that sometimes aiming for perfection at the outset can be counterproductive, with a better approach being iterative improvements using the Deming Plan-Do-Check-Act cycle.

This blogpost was first published in chapter one of our e-book “10 Critical Success Factors for ServiceNow projects”.

The post How to define the right vision for your ServiceNow project appeared first on Fruition Partners - ServiceNow Global Strategic Partner.

In some cases it might be necessary to hide certain attachments in ServiceNow, e.g. when it is confidential information or personal data. In this Tips & Tricks we show you how to easily hide attachments in a form.
Imagine the following situation: You have a request for a mobile phone, and in order to process it you’ll need personal information as attachment (e.g. : ID, bank account details). It is important that except from the concerned people, nobody else must see it.

Example of a form containing ID Card in attachment. Everybody who has access to the form can see it.

Follow the two steps below to hide sensitive attachments:

1) Create a new role in ServiceNow. Only people who have to see these attachments, will have the role.

Menu in ServiceNow to access to Roles

2) Create a OnLoad client script which uses the role

NOTE : The following script will be applied on every form of the table you selected for the script. To apply it on a particular situation, you just need to add another « If » condition.

Script :

The post HOW TO HIDE ATTACHMENTS IN A SERVICENOW FORM appeared first on Fruition Partners - ServiceNow Global Strategic Partner.

No one knows how to host an IT conference like ServiceNow. Knowledge 17 was jam packed with keynotes, customer success stories, new products, and hands on labs. Attendance was at an all-time high (15,000 attendees) and participants left the conference filled with ideas on how to expand the platform and deliver more value. Not to mention the memories of some darn good networking parties.

This year’s theme was summed up in one phrase: WORK AT LIGHTSPEED. It’s a timely and accurate concept as complex global companies continue their digital transformation journey while consumers continue to demand more sophisticated and integrated experiences online. Everyone needs to work at lightspeed to gain the competitive advantage, right?

Over the week, I met with many of our clients as well as other ServiceNow customers. While each company had its own challenges and business objectives to solve using the platform, a common question began to surface: How can I get my company work at lightspeed?

As we dug deeper into the conversations, the focus always turned to three specific areas: Asset Management, Business Services and Enterprise Strategy.

Asset Management

Working at lightspeed requires companies to digitally transform the way they manage their data and assets

Companies will need to efficiently capture, store, share and parse out data across systems, functional departments and associated third parties, as well as comply with legal and regulatory requirements. This modernization of systems requires a strong data and compliance backbone which will also drive the need for companies to put in place a robust strategic information governance and tactical management of data.

Developing a strong Asset Management practice and a reliable, governed CMDB are key to managing your data and assets.

Business Services

Working at lightspeed requires companies to define and deliver IT services differently

Companies are realizing that performance and availability of the services they deliver are critical to their growth and competitive advantage. No longer can IT design and deliver their services in a vacuum. They must shift away from that practice and partner with the business to define end-to-end Business Services and SLA/BLA models. The Business Service poster child for the K17 conference was the HR Onboarding process: A complex business process spanning multiple stakeholders and systems, it is often fraught with poor hand-offs, miscommunication and long delays in delivery.

Using your CMDB to link business processes to underlying technology performance down to the transaction level will enable IT to keep track of the health of the services being delivered in real-time and make fast, well-informed and proactive decisions.

Enterprise Strategy

Working at Lightspeed requires companies to create Enterprise Technology Vision Plans

IT has technology roadmaps – lots and lots of technology roadmaps. However, while the businesses teams recognize the importance of technology, IT often fails to deliver on expectations because they have not considered the impact of technology on business results as part of their technology roadmaps. Fusing Business and IT together though a comprehensive and aligned Enterprise Strategy will increase the impact of IT initiatives and the speed of innovation.

Companies need to create strong Enterprise Technology Vision Plans, linking IT to Business Services and higher level Business Objectives to drive competitive advantages using technology.

All in all, Knowledge17 was an exciting event with interesting keynotes and many new insights. We here at Fruition Partners, A DXC Technology Company were very happy to be Platinum Sponsor of the event and especially proud to be awarded for Global Sales Partner – Highest Number of New Logos 2016 and Global Services Partner – Highest Number of Deployments 2016!

For those of you who could not attend Knowledge17 or just want to re-live the experience we recommend you to have a look at the ServiceNow video library of the event.

The post Knowledge17: How to work at Lightspeed appeared first on Fruition Partners - ServiceNow Global Strategic Partner.

At some point you might want to migrate your ServiceNow CMS to Service Portal to use all the great functionalities it offers. You have a lot of scripts (Catalog client script, Catalog UI policies, …) running on CMS and you want to be sure of the compatibilities with Service Portal (As Service Portal doesn’t support Jelly and uses only Angular technology and JavaScript, some methods are not available anymore).

We have collected 3 steps that will help you prepare your migration.

1. Check all scripts running on your CMS to have a good effort estimation

The impacted script types are:

• Catalog Client Script,
• Catalog UI Policies (with the Run Script field checked)
• Macro

For a better analysis, don’t forget that these scripts can be applied on item or variable set.

Plus, you can find below the list of common methods that are no longer compatible (you can also check them here ) :

• jslog
• getElement
• gel
• document
• $
• jQuery
• window
• getReference without callback
• Getmessage without message on “Message” Field
• getParameter
• getXMLWait()

2. Adapt the scripts

a) It is possible to specify that a Catalog Client Script or a Catalog UI Policy are executed on the CMS or on the Service Portal

• This is the field “UI Type” at the Catalog Client Script form and the field “Run Script in UI Type” for Catalog UI Policies
• The value “Desktop” allows to execute the script only on the CMS side; the value “Service Portal/Mobile” allows to execute the script only on the Service Portal side; the value “All” specifies that the script will be compatible with both Service Portal and CMS.

b) Adapt the code to ensure the compatibility between CMS and Service Portal

c) UI Macros are no longer compatible, which means they have to be transformed in Widgets.

d) Respect best practices (no glideRecord, no XMLwait)

3. Some examples of script’s updates  

The post 3 steps to prepare your Service Catalog migration from CMS to Service Portal appeared first on Fruition Partners - ServiceNow Global Strategic Partner.

One of the biggest themes I’ve heard from ServiceNow customers, prospects, and even ServiceNow themselves over the past few months, including at Knowledge17, is that you are setup for success on ServiceNow when you stay out of box and stray away from customization.  I wanted to take a step back and look at what exactly customization is and more specifically what that means in the ServiceNow world along with what drivers are pushing this message to the forefront.

To kick things off, consider the description that IQS had provided in a whitepaper, “The misconception between configuration and customization is one of scale. Essentially, software configurations allow an enterprise to establish data fields, element names, workflows and other similar settings included within a particular software. Configurations may also allow enterprises to create or remove drop-down menus and buttons to adapt the software to align with a business’s manufacturing processes more thoroughly. Often, when an enterprise speaks of software customization, it really has configuration in mind.  Software customization, on the other hand, is far more complex and expensive than configuration. The configuration approach aims to take advantage of the built-in flexibility of a particular software system, but customization involves altering the code of the software itself.”

If I look at those explanations of configuration vs customization and what that means for ServiceNow, it would seem as if adding fields to a form, changing the values in a state or category drop-down field, or adding a UI action would all be considered configurations.  Customization, on the other hand, would relate more to writing code to create a custom report when something can’t be delivered through the out of box reporting or Performance Analytics, for example.  However, one might argue that changing the values in a state field on an application like Incident Management is customization due to the impact it has and potential problems it can cause.  I think the other key issue when talking about configuration vs customization is that ServiceNow was built as a platform and is quite extensible which makes it very hard to make a clear distinction between a configuration and a customization.  To help provide some clarity, I’d like to take a practical POV and look at what is driving the out of box vs configuration vs customization battle in the ServiceNow ecosystem.

From my own conversations with ServiceNow customers, I’ve gleaned that the out of box mindset stems from three primary drivers:

• They want to avoid issues when it comes to upgrading to a new ServiceNow release
• They want to reduce the on-going support effort for specific configurations or customizations
• They want to lower the implementation cost of the product by limiting customizations

The big picture takeaway is that customers are looking to reduce the overall cost to implement and support ServiceNow; which, according to the proliferating misconception, can only be accomplished by staying out of box.

That said, my advice to a new ServiceNow customer who is about to begin their implementation is for them to treat every business requirement as a business case.  That requirement might be made up of one or many functional requirements that could each be considered a configuration or customization. The decision to be made is not if you should be making a configuration, customization, or staying out of box, but rather to determine if the business value you will obtain is worth the cost to implement, support, and maintain through multiple ServiceNow upgrades a year.   In all honesty, even if you stay out of box, ServiceNow can change the way their out of box applications work. An example being the updates they made in the past around task and incident states, which consequently required additional investments around adoption and training.

In closing, I recommend that you leverage the budget you have in an effective way by trying to leverage the functionality that ServiceNow provides off the shelf; but, configuration or customization isn’t a bad thing. Just remember that it comes with an on-going cost and should only be done when the business value justifies it.  Just like ITIL is a framework, ServiceNow is the same way – it is a powerful platform that can be extended and can bring significant ROI to your company if implemented correctly.

The post Out of Box, Configure, or Customize? appeared first on Fruition Partners - ServiceNow Global Strategic Partner.

Your ServiceNow platform implementation project has been closed, the deliverables and benefits expected have been realized, and things have been running smoothly operationally for a while. However, lately some of the original enthusiasm has dampened and somewhat less positive comments, or concerns, about the platform are even occasionally being voiced.

Stakeholders who raised requirements during the project that were put out of scope, or on hold, are repeatedly asking about the status of these; people who gladly adopted new ways of working are slowly reverting to old ways of “getting stuff done”; and, perhaps most worryingly, in more recent projects, steering committee members have been heard asking where the ServiceNow platform fits into the organization anyway.

You know that you and your team are doing fantastic work and you know about the amazing potential the ServiceNow platform has but how can you better demonstrate its value? How can you manage all different requests piling up on your desk? How can you ensure a healthy evolution protecting investment and increasing return? How can you nurture a culture of continual improvement? How can you improve customer satisfaction?

If some of these, or similar, questions sound familiar then it might be a sign that you need to examine your governance. Governance of your ServiceNow platform is vital, especially when it expands and new requirements continue being raised. Effective platform governance ensures your optimal direction is set and maintained, ultimately satisfying your users’ needs and improving your organization’s performance. But where do you start?

Here are the 5 elements that are required to successfully setup a comprehensive platform governance.

1. Goals & Objectives
Ultimately all things are done as a response to triggering drivers and to address needs coming out of these. A goal is a higher-level purpose to be fulfilled, while an objective is an outcome required to ensure the goal is fulfilled. What are the goals and objectives of your ServiceNow platform? Are they clearly defined? Are they aligned with your organization’s goals and objectives?

2. People
Things do not just happen: everything happens through people and how the people work together to produce outcomes. A role is a set of responsibilities, activities, and authorities, while a function is a group of role holders. Who are the people involved and what are their roles? What functions are established? Are they clearly defined?

3. Service
A service is “a means of delivering value to customers by facilitating outcomes […]” (ITIL). In the context here, service refers to the ServiceNow platform and its key components. Defining the components help defining the outcomes and finally the value of the ServiceNow platform. Who are your Customers? What functionality are they using? Are these and other service components clearly defined?

4. Process
A process is a structured set of activities designed to accomplish a specific objective. Generally, processes help producing consistent pre-defined outcomes with as little resources as possible. In the context here, these are the key enabling processes that underpin the service delivery and support. What enabling processes are defined? Who are the process owners? To what extent are the processes documented?

5. Continual Service/Process Improvement
Anything created is condemned to become obsolete and deteriorate over time. Periodic refurbishment plans or improvement triggers should therefore be built-in from the outset. Continual improvement depends on a culture of defining, measuring, analyzing, and taking action as required. Are the practices in place to ensure continual improvement? What are the process indicators? What are the service level targets?

Examining, and adjusting/complementing where necessary, how these 5 elements are set-up and play together in your organization will allow you and your team to pursue delivering with the assurance that you are doing the things right, where it matters most for your stakeholders, and that you will continue to do so over time, even better and better.

—
Sometimes it can be helpful to get support from a partner. Download our fact sheet or contact us for more information on our platform governance setup workshop.

The post 5 ELEMENTS FOR SUCCESSFUL SERVICENOW PLATFORM GOVERNANCE appeared first on Fruition Partners - ServiceNow Global Strategic Partner.

Everybody is talking about Service Management these days. Companies strive to implement or improve existing Service Management. It has been a relevant topic in the recent years, and emerged from ITSM (=IT Service Management). But, whereas ITSM focuses exclusively on the IT department, Service Management can apply to all functions of the company (HR, Customer Service, Finance, and many more). It allows to create a modern work environment and increase productivity and by that changes the way people work.

More and more successful companies are service-based (e.g. Uber or Airbnb) and have good Service Management in place. It allows them to provide a better user experience, deliver products to market faster and have a higher transparency on consumer requests or transactions.

While in the last years we have noticed trends like the increasing importance of SaaS solutions in the Service Management area or the growing aspiration of business to seek their own Service Management solutions, new trends have been emerging lately and every year, various studies deal with current CIO priorities.

In this article, we have collected 4 important trends related to Service Management¹ in 2017. And even if this list is not exhaustive, if gives a good overview on some of the most relevant trends this year.

1) Further extension of self-service
Not a completely new trend, but still very relevant. More and more users/customers prefer to use self-service portals over calling someone on the phone. In 2017, Service provider will therefore continue to invest in self-service to provide a better user experience while saving costs.
Companies like ServiceNow have responded to this trend by providing Out of the box Service Portals within their platform that can serve both internal or external users.

2)  A rise of automated customer conversations
With the introduction of intelligent agents such as Siri or Alexa, customers more and more use these agents as their first point of contact. Companies will therefore invest more in chatbots and other intelligent agents that will continuously improve over time as they embed deep learning and artificial intelligence. According to Gartner, by 2019 40% of enterprises will be actively using chatbots to facilitate business processes using natural-language interactions.

3) Increase of Robotic process automation for service delivery
As it becomes increasingly important to deliver the right customer experience, customer service operations need to become smarter. This is why companies now see the value from (robotic) process automation (RPA) and are focusing on using them for routine business processes and for simple decision making. The main difference to traditional automation is that software robots are configured by training them to execute tasks like a human user instead of coding or scripting them. They can be seen as virtual workers and can be intuitively used by business users.²  
In 2017, companies will strongly focus on automating repetitive rules-based tasks with RPA.

4) Transformation of business models through IoT
Today internet of things (IoT) is used by 25% of companies, and another 27% plan to do so within a year.³ Support automation is used more and more to preventively diagnose or fix issues from connected devices.

This IoT trend influences consumer innovation and experience. Advantages generated through IoT are cost savings, mitigation of operational issues but above all the IoT-generated data which gives insights that permits value creation in form of new revenue streams or improved customer experience.⁴
IoT in Service Management can help – for example – to proactively identify incidents by monitoring device performance. This way, incidents can be forecasted before they even occur.⁵
IoT will continue to foster the transformation from product-based to service-based companies in 2017.
These trends show: There is a lot going on – steady innovation and quickly advancing technology that permits continuous improvements. Service Management and delivering an excellent customer experience continue to be extremely relevant topics for companies. In order to stay on top, companies will have to continuously innovate, improve and  invest in the right technology.

Sources:
1) These 4 trends are a selection of the 10 Customer Service Trends presented in the Forrester report: Customer Service Trends: Operations Become Smarter And More Strategic Vision: The Contact Centers For Customer Service Playbook by Kate Leggett January 27, 2017

2) Wikipedia: Robotic Process Automation, Robotic vs. traditional automation https://en.wikipedia.org/wiki/Robotic_process_automation#RPA_vs_traditional_automation

3) Forrester surveyed 3,289 global enterprise telecom decision-makers in business and technology across 10 countries. Source: Forrester’s Global Business Technographics Networks And Telecommunications Survey, 2016.

4) IoT:The story of Data, Mike Simons published on businessvalueexchange.com https://businessvalueexchange.com/blog/2016/05/23/iot-story-data/

5) IT Business Edge: 7 ways the internet of things will influence ITSM http://www.itbusinessedge.com/slideshows/7-ways-the-internet-of-things-will-impact-itsm-02.html

The post 4 Service Management Trends in 2017 you can’t ignore appeared first on Fruition Partners - ServiceNow Global Strategic Partner.

…because “has it ever been?” Provocative joke aside, HR – just like any other service-oriented business unit – is under an increasing pressure to deliver a better service with less and to adapt to new technologies and digitalization. HR are dealing with people – like IT, Customer Service, Finance, etc. do – but in an even more emotional context. Nothing is forgiven to them and we know that “people” are, nowadays, demanding custom…erm employees.

But who could blame them? They can rent a beach house at the other side of the planet in 5 clicks (Airbnb), get a cab in 2 clicks (Uber) or acquire a company for 13.5 billion just by speaking to a loudspeaker. Wait? You don’t know about this story that took Twitter by storm:  

Bezos: “Alexa, buy me something from Whole Foods”

Alexa: “Buying Whole Foods”

Bezos: Shit

— Jeff Lewis (@ChicagoPhotoSho) June 16, 2017

A different story in the professional world
In a private world of (almost) frictionless interactions with technology, how can we expect employees to “understand” cumbersome processes with no transparency at all? Let’s take as an example the following scenario that can still be experienced in the corporate world (yes, in 2017):

HR: “Can you please print this form, fill it in, scan it and send it back to me ASAP?” or in worst cases “…fax it back to me ASAP?”

Employee: “Do we have a printer in the office?” or “Can I take a picture with my smartphone instead of scanning?”

At best, employees will just laugh at you and gossip around about those impossible processes and procedures and then ask their nearest colleague “Do you know how to use a fax?”. Worst case, they will work around the process with all the consequences we know (loss of data, lack of control, etc.). But how to avoid that? How to make HR cool? How to improve the employee’s Service Experience? And last but not least, how can we give HR people a better toolset?

Daring HR professionals trying to break their administrative chains
Ten years ago, in Switzerland, I’ve seen some daring, adventurous, pioneering (and geek) HR start to develop MS-Access forms and databases. Of course, they would do it in the pure tradition of Shadow IT, without asking their IT department for advice or help as they would regard them as “the dudes that tell me to restart my computer when I have a problem” and certainly not as solution providers. To the HR defence, at that point in time, the IT department hadn’t transitioned from the world of No to the world of Now and those HR loved the thrill of risk (aka risk of losing your entire database because it is saved on a local drive). But and most importantly, the objective was the same as it is today: They were trying to find a more employee friendly solution.

The difference between 10 years ago and today is that technology has made tremendous progress. Scalable cloud solutions and platforms as a service that allow applications development (even guided application development for which almost no coding skills are required) while ensuring that data are shared and recorded in a “single system of record” are now available. The concept of Single System of Engagement has emerged and is becoming mainstream as well. Simplified, System of Engagements are tools that “engage” employees, meaning they use them to get something done or to get  information (email is one, even if not the most efficient, a collaboration system like Sharepoint is another one). The idea of a “single” system of engagement relies on the fact that whatever the need: get a new computer, fill a HR form, request something from Finance, etc. It all happens on one single system, usually a self-service portal.

All this brought together means that there are now more opportunities than ever to streamline HR processes and to do it well. In cooperation with the IT department and all the other business units of the enterprise. But let’s take a concrete example to see how this can apply to HR: an HR Self-Service Portal.

HR Self-Service Portal
A flexible and intuitive HR portal would provide employees with the ability to find HR information and request HR services whenever and wherever they want to. This self-service approach gives employees access to HR services around the clock, from a desktop or mobile device, offering the same simplicity they have come to expect from banking online, shopping online or – as already mentioned – ordering a cab. Employees get complete transparency on their requests as they can see their status, which is constantly updated as the system tracks the request through the fulfillment process. Instead of employee requests pouring into HR through various channels (you know: emails, phone calls, personal visits, …), the portal is their one-stop shop that answers, directs, and follows requests while HR professionals can focus on other high value activities.

As part of its LIFT accelerator for ServiceNow, Fruition Partners has developed a turn-key HR portal that can easily be customised. It is part of a broader portal that can accommodate multiple “towers” (e.g. per business units) and act as a single system of engagement.

There are many other activities that could be automated and made more efficient like the onboarding process for example. Onboarding is said to take at least five departments and 10 interactions to get ready for an employee’s first day with a lot of friction along the way due to inadequate communication and management channels. Yes, here comes the finger-pointing at emails again: it seems we hate them as much as we love them. Email is a great communication tool but it is just not made to manage processes.

Bottom line, HR could save a lot of their time and spend it on people instead of processes if they were given the appropriate tools. Freed from the time consuming administrative tasks, HR would become a high value business service that hires the best talent, drives employee engagement and strengthens the organization’s competitive advantage.

If you are an HR professional – or an IT department that likes to help HR – and would like to know how you can streamline your processes, get in touch with us. We’d be happy to further discuss your challenge and advise you on the best approach.

The post Make HR Cool (Again) appeared first on Fruition Partners - ServiceNow Global Strategic Partner.

ServiceNow released the newest installment “Jakarta” on July 19, 2017. ServiceNow aptly named this release after Jakarta, Indonesia; known for its rich diversity in communities and cultures while being uniquely located on a breath-taking archipelago. ServiceNow is improving online communities much like Jakarta does in its great metropolis melting pot. Bringing technology and community together to create a world of possibilities for organizations to grow and prosper together. Here are our Top Ten new or enhanced features to inspire your organization to become a melting pot of success.

1. Software Asset Management (SAM)
This new application is an end-to-end SAM product related to the IT Business Management (ITBM), IT Operations Management (ITOM) and IT Asset Management (ITAM) modules. The goal of SAM is to understand the software catalog to optimize software and ensure compliance to reduce penalties during a vendor audit. SAM enables organizations to normalize software, reclaim unused licenses, and detect trends in software usage to reduce waste from unused software.

Organizations can leverage ServiceNow’s suite of applications such as ITOM Discovery, CMDB, and Application Portfolio Management (APM) to locate, categorize, and rate software.

2. ServiceNow Express

The Express platform will be migrated to the core ServiceNow platform. Customers will no longer be required to go through a conversion when they want to transition to the core ServiceNow platform. In Jakarta, customers will have access to the entire ServiceNow suite and store.
Once Express users are on the core ServiceNow platform they will be able to take advantage of all its features including HR, ITOM, ITBM, Performance Analytics and more.

3. Predictive Alerts
This exciting service uses machine learning, root cause analysis, and an algorithmic intelligence engine that identifies potential issues and alerts IT Operations to act. Predictive Alerts consider historical impact of past events to predict future events. A confidence rating accompanies each prediction, so IT Operations can take appropriate action before the event becomes an incident. The system does not stop its prediction cycle; it continually takes in changes to the environment to provide real-time predictions.

Additionally, ServiceNow has designed the Predictive Alerts to use a schema free API making it easier to integrate. The end result is an automated and predictive tool that eliminates service outages and is simple to install.

4. Trusted Security Circle
Trusted Security Circle enhances incident response, vulnerability response and threat intelligence applications in IT Security Operations. This module provides a secured and scalable location for information to be shared between customers, suppliers and peers, resulting in more effective troubleshooting efforts

Organizations control the information to share.. Profiles are used to select criteria to submit anonymous information to the secured circle. An organization can have multiple profiles across different security circles. Furthermore, all information shared has one or more observables of the customers and an indication in the customer’s environment of why the information was shared.

5. Vendor Risk Management
The new Vendor Risk Management application manages stakeholder relations, cross functional process and risk through the vendor lifecycle. Vendor Risk Management continuously monitors, detects, assesses, mitigates and remediates risks in the vendor environment. This allows vendor management to effectively align with the organization’s enterprise risk management and vendor management security. Vendor scoring uses the GRC in real-time with assessment and external third party risk scores.

Subsequently, managing risks within a single system accelerates decision-making as organizations are able to asses and mitigate risks without the delays of system to system communication.

6. Communities
Customers regularly go online to find solutions or discuss success or failure of products and/or services. Propsective customers go online to research product services. To support this communal activity ServiceNow is launching ServiceNow Communities. The release will be tightly related to Knowledge Management and Customer Service Portal. The new Communities will have the following features:

· Forums – Organizations will be able to manage user participation
· Topics – Curated areas of interests in forums
· Gamification – Giving points and credit to responding users
· Content types of:
o Questions
o Blogs
o Videos

7. Field Service Management
A successful Field Service Management program requires a heavy investment in scheduling, prioritization,and documentation. The new features of ServiceNow’s Field Service Management application address these challenges by using the following features:

· Team Calendar – Allows the manager to see team members’ planned activities

· Dynamic Scheduling – Optimizes assignments within time windows, minimizes travel time, allows multi-agent task assignments, task prioritization, and automated task re-assignment

· Questionnaires – Collects information to assist technicians in following procedures or performing tasks

Additionally, Questionnaires are designed for mobile devices which simplify data collection. The new features in Field Service Management help to resolve issues faster by optimizing the schedules of technicians and simplifying data collection.

8. Enterprise Onboarding and Transitions
Enterprise Onboarding and Transitions is a much anticipated application, which enables a new hire to work from Day One. This application makes it easy to automate and streamline onboarding and other lifecycle events. HR needs the ability to request and track activities which are fulfilled by departments across the organization. This application supports any transitional event for staffing including: onboarding, off boarding, leave of absence, requests and transfers out of the box (OOTB). The OOTB functionality is easily adjusted to fit an organization’s HR processes.

Enterprise Onboarding and Transitions bring all department’s activities together to ensure everyone is working together to provide a great customer experience.

9. Performance Analytics
Performance Analytics has several new or updated features to provide better decision-making:

· Advanced Forecasting  – Advanced forecasting allows the organization to make decisions with predictive trending based on real-time, adaptive, machine learning algorithms. Additionally, the organization can set personalized forecast lines to identify trends.

· Interactive Analysis  – Get instant insight with dynamic visualization delivered on any list or score. This enables the organization to move quickly on data available at a glance. Data is real-time meaning it is ready to act upon.

· Spreadsheet Imports – This new feature provides organizations with the ability to easily import into ServiceNow to compare data from a variety of sources.

· Report Designing – The new Report Designer gives novice users the ability to build meaningful reports. Report Designer guides the user through a stepwise process to createa report.. As the report is built, the user is able to manually modify the report if needed to.

10. Now Platform
ServiceNow has changed the name of their platform in Jakarta from the ServiceNow platform to the Now platform. There are a couple of new applications which will help users and administrators in the Now platform. The Guided Tour Designer  is available throughout the platform which allows the administrator to create guided tours in the embedded help. This will help users understand application requirements. The Guided Tour Designer will speed the end-user to productivity and reduce help desk calls.

The Instance Security Dashboard will speed security remediation for your ServiceNow instance. Administrators have a single view of their security operations audit. It provides a guided experience to configure and secure an instance. The Instance Security Dashboard provides a single view of their compliance status to provide awareness and maintain the organizations application security standards.

Now that you are inspired to build your own melting pot, we will be happy to assist you. Contact us for assistance in either upgrading to Jakarta or implementing some of the features introduced. We are excited to support your ServiceNow undertakings to gain success to your organization, community and stakeholders.

The post ServiceNow Jakarta: 10 features we are excited about appeared first on Fruition Partners - ServiceNow Global Strategic Partner.

Since the Helsinki release, a Service Portal is available in ServiceNow. It is an alternative to the Content Management System (CMS), providing an even better user experience. It is ready to use and can be easily implemented. Even though some companies opt to use it OOTB, sometimes there are needs that require a customization of the Service Portal. And the good news is: This is now far easier than it was with the CMS. We have collected 3 tips to easily create a beautiful and very functional Service Portal that is adapted to the needs of your company.

(If you have an existing CMS in place and want to migrate to the Service Portal check out this blog post)

1.Draft the perfect portal for your company

Take the time to sit down with the project team (which should include some key users!) and brainstorm. Think about what you want the portal to be like. Ask questions like: How do you imagine the perfect portal? What functionalities are necessary? You can even draw some sketches to underline what you want to achieve with the portal. It might make sense to hire a web designer who collects all your needs and transforms them into drafts of your Service Portal. If you want to use pictures in your portal, check that they are of high quality. Make sure to respect the corporate identity charter if there is one (logo, fonts, colors). Most importantly, document all your needs and what you expect from the portal.

2.Use best practices from the web

If you need some inspiration on what you would like your portal to look like, check out what works best on the web. Employees are used to great user experience and easy-to-use tools in their private life and they now expect the same at the work. Easy navigation, how quickly can information be found, is the design responsive – are only some of the points you should consider. You can also make a list of website you find especially user-friendly and use them as a source of inspiration.

3.Think about UI and UX

Even if this blog post is about beauty and the creation of an appealing Service Portal, it is important to take into consideration both UI and UX. UI (User Interface) is how you display your information and your graphic elements to offer an attractive portal. UX (User eXperience) is how easy it is for a user to reach its goal (make a request, find an information…). Make sure that the design is not only appealing but also functional and user-friendly. The ultimate goal is to offer a fantastic user experience.

To conclude

Even though customizations are common and that technically almost everything is possible you should always check the effort for a customization. Some might be hard to implement and take a lot of time – evaluate if they are really needed. For example, certain widget creation can be complicated and take a lot of time.

These are our tips to help you create a beautiful Service Portal in ServiceNow. Do you also have tips? Share them with us in the comment section.

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Deliver Smarter, Faster IT, HR, Customer Service, and Security Services

Attend NowForum to learn directly from the experts driving the future of digital transformation. During this one-day event you will hear inspiring keynotes and customer case studies, network with your peers, and discover innovative new ways to succeed at lightspeed. You will also have opportunities to connect with ServiceNow experts and partners to learn about newest innovations and product roadmaps. 

Join us, together with other service management professionals, for this unique event in Paris (3 Oct. 17)  and Frankfurt (14 Nov. 17) and talk to us about your digital transformation.  

———-
Why you should attend: 

• Discover the latest ServiceNow updates from industry-leading IT executives 
• Network with local Service Management professionals and ServiceNow experts 
• Learn more about the topics that interest you most by choosing a customized track: IT, Customer Service, HR or Security 
• Technical knowledge sharing with peers and further insights in dedicated sessions 
• Meet Fruition Partners, a DXC Technology Company and discover our innovative solutions and services for your ServiceNow project 

Fruition Partners, a DXC Technology Company is present at NowForums all around the world, meet  us also in  

• Washington DC, 10th October 2017
• London, 12th October 2017 
• New York 17th October 2017
• Sydney, 25th October 2017  
• Chicago, 26th October 2017

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Some third-party service providers might require a SSL-based authentication for their Web services. Mutual authentication is easier to setup than WS-Security, still there are some tricks and unexpected issues when trying to set it up. There’s no existing detailed documentation with the technical steps on how to setup an outbound SOAP Web Service using the mutual authentication. And if you are new to Web services this might turn out to be a challenge.

This blogpost from John Andersen was very helpful to start setting up a mutual authentication for the first time. Even though it is a good blogpost, its content does not apply to a Fuji or later release as it is based on an old release of ServiceNow. This is why we have collected a more comprehensive list with the necessary steps to set up mutual authentication for Fuji or newer releases:

1. Export the SSL certificate of your ServiceNow instance from the browser and send it to the service provider
2. Import in ServiceNow the public certificates provided to you by the service provider
3. Generate a Java or PKCS12 key-store and import it into ServiceNow under the System Definition > Certificates module. After attaching the certificate file to the record, check that the key-store is valid by clicking on the “Validate Stores/Certificates” related link
4. Extract the public certificate from this key-store and send it to your service provider
5. Create a protocol profile record under System Security > Protocol Profiles. Give it a name such as “myhttps” and in the Keystore field select the key-store you created in step 3. The port should contain the port number on which the Web service is running.
6. On your SOAP Message record, check the Use mutual authentication flag and then select the protocol profile you created in step 5 in the Protocol profile field.
7. In the SOAP endpoint field in your SOAP Message function, if you are running Fuji, then setting myhttps as a protocol in the URL will work. While in Helsinki, it is not required to put myhttps, it works also with simply https.

Self-signed and CA-signed certificates
A self-signed certificate is acceptable during development in the development instance. The Web service provider will require you to always provide a CA-signed certificate for their production environment, and in some or most of the cases you might also need a CA-signed certificate for the testing environment. The generation of a CA-signed certificate might turn out to be a long process if it is not clearly defined who is responsible for providing it. Thus, make sure you define the right responsibilities at the beginning of the project. Normally, it is the ServiceNow system owners that should generate the CA-signed key-store and provide the certificate (step 4 above) to the service provider.

If you are interfacing with the back-end system through a middleware, it is the middleware that needs to import the certificate, and you have to guide your customer through how to get a CA-signed certificate. Big organizations might already have their predefined certificate authorities; this is also something that needs to be discussed at the beginning of the project. In case the customer has no internal process defined for issuing certificates, than any CA authority can be selected. As ServiceNow does not recommend any authority in particular, it is up to you to select one.

Possible issues when setting your connection to the target Test or Production system
We set up mutual authentication using Geneva release, therefore our experience is based on this release. Many of the issues we faced might be obsolete on Istanbul or Jakarta.
After deploying the configurations in the Production instance, we had to reset the two system properties mentioned in the blogpost, i.e. glide.httpclient.protocol.myhttps.class and glide.httpclient.protocol.myhttps.port, to empty because they were suspected to be interfering with normal SSL handshake. The possible reasons of such a behaviour could be as simple as the default key-store being used instead of the one defined on the protocol profile if you have more than one active java key-store in the ServiceNow instance. Setting these two properties to empty fixed the connection issue.

Once you have uploaded in ServiceNow the CA-signed certificate for connecting to the test or to the production system of the service provider, and you have created separate certificate records for them, you should simply update the key-store reference field on the existing myhttps protocol profile. If you create another protocol profile for the testing or the production environment, you might run into connection errors when trying to connect to the target system. Therefore, in order to prevent some unexpected behavior, keep only one protocol profile named myhttps, and simply update the references to the CA-signed key-store.  Also, make sure the key-store file name contains only small letters, as you might end up having authentication issues.

In order to avoid service disruption, it is very important to set up reminders for the renewal of the certificates. By clicking the Expiration notification flag on the certificate record in ServiceNow, you can define some users in the Notify on expiration field that will be notified when the expiration date is approached. You should be aware of this at least one month in advance before the expiration, because the service provider might have a formal process in place for importing new certificates in their production environment where approvals might be required.

Keeping the above mentioned points in mind will make your mutual authentication project much easier. Have you already set up a mutual authentication in ServiceNow? Tell us about your experience in the comment section below.

The post Using mutual authentication in ServiceNow: What you should keep in mind appeared first on Fruition Partners - ServiceNow Global Strategic Partner.

Our team has recently been through the analysis of the results of a ServiceNow ACE audit. We wanted to take this opportunity to share with you one of the findings which may not be obvious for everyone:

“Before Business Rules should not update() or insert() records on other tables”.

So why’s that?
Explanation from the audit:

“If the current transaction were to fail in a later business rule, this business rule has already inserted or updated a record on another table potentially causing a data integrity issue.”

Recommendation

“To ensure data integrity, change this business rule to run “after”.”

Let’s analyze some user requirements to understand what all that means.

User requirement 1
Let’s say you need to implement this: “A problem must be created when the incident priority becomes critical”. In order to do this, you may create a before business rule (BR), order 100, like below:

Now, let’s change the incident priority to 1 – Critical and see the result:

So far, all went well. The problem has been created as expected.

User requirement 2
Now, your customer informs you that there is already a BR to block the incident’s update when the short description contains “toto”.

After a quick search, you found the BR, which is set up with order 200:

You want to check the behaviour of this BR so you add “toto” in the short description, save the record and see what happens:

Since the short description contains “toto”, the incident has not been saved as expected.

BUT… , a orphan problem has been created, due to the business rule of user requirement 1.

Do you see now why “Before Business Rules should not update() or insert() records on other tables”?

Since the incident was not saved, thus does not have priority equals to 1-Critical, the problem should not have been created. This example explains exactly the reason of the ACE finding:

“If the current transaction were to fail in a later business rule, this business rule has already inserted or updated a record on another table potentially causing a data integrity issue.”

How to resolve this?
Let’s follow the recommendation of the ServiceNow team: Change the initial BR to run it after instead of before.

Now, when we change the priority to 1-Critical and add “toto” to the short description, the incident won’t be saved AND the problem won’t be created:

When we remove “toto” from the short description, change priority to 1-Critical, the problem is created as expected:

This example shows that in order to ensure data integrity, an after BR is the most appropriate solution.

Documentation
Know When to Run Business Rules

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TYSONS, Va., Oct. 10, 2017 – DXC Technology (NYSE: DXC), the world’s leading independent, end-to-end IT services company, today announced that it has signed an agreement to acquire Logicalis SMC, one of the Netherlands’ leading providers of technology-enabled solutions for the service management sector.

The combination of Logicalis SMC with DXC’s Fruition Partners’ business solidifies DXC’s position as one of the most experienced global integrators for ServiceNow (NYSE: NOW), a DXC strategic partner.

Increasingly, enterprise clients are seeking better, faster and more efficient service management capabilities across processes, applications and infrastructure – both traditional and cloud-enabled. The combined strength of DXC’s Fruition Partners business with Logicalis SMC strengthens DXC’s scale, reach, industry experience and skills portfolio in the fast-growing enterprise software-as-a-service (SaaS) market.

The transaction will also expand DXC’s Fruition Partners presence in the Netherlands and Europe. Logicalis SMC, founded in 1998, has 184 employees across the Netherlands and the UK. Logicalis SMC is a strong partner to ServiceNow in Europe and the first European company to become a ServiceNow Master Solutions partner. Logicalis SMC also sells proprietary software built on the ServiceNow platform.

“The addition of Logicalis SMC to Fruition Partners solidifies DXC’s position as a nimble, global ServiceNow partner,” said Troy Richardson, DXC senior vice president and general manager of Enterprise & Cloud Applications. “Together, Fruition Partners with Logicalis SMC provide enterprise clients with end-to-end support for ServiceNow-related software and solutions, as well as a broader range of professional service management offerings. DXC is at the forefront of helping modern enterprises optimize technology with an expanded range of XaaS capabilities.”

“We are thrilled to accelerate our global growth with the addition of the Logicalis SMC team in Europe,” said Marc Talluto, Global ServiceNow practice lead for DXC. “Our cultural match, shared vision and capabilities for Enterprise Service Management on the ServiceNow platform will greatly enhance our ability to address customer needs in mainland Europe and around the world.”

“With the acquisition of Logicalis SMC, DXC Technology is strengthening its role as a leader in the ServiceNow partner ecosystem,” says David Schneider, chief revenue officer at ServiceNow.  “DXC’s digital transformation capabilities, enabled by ServiceNow’s cloud platform is a powerful opportunity for our mutual clients to drive greater service experiences across the enterprise.  DXC has won multiple ServiceNow partner program awards in 2017 and Logicalis SMC is a trusted partner of ServiceNow in Europe. This strategic combination promises to accelerate DXC’s ability to deliver positive business outcomes and long-term successes for our customers.”

About Logicalis SMC

Logicalis SMC is a European expert in Cloud technologies for Service Transformation and a Partner of ServiceNow. The company has driven more than 1000 projects to success with its unique and ready-to-go implementation methodology combined with deeply experienced consultants and a constant innovation in solutions and services. Logicalis SMC offices in the Netherlands and Portugal serve more than 60 enterprise clients internationally. For more information, visit www.Logicalis SMC.com.

About DXC Technology and ServiceNow

The strategic partnership between DXC Technology and ServiceNow — the enterprise cloud company — makes ServiceNow’s transformative technology a foundational element in DXC’s portfolio of service management and service desk solutions. It also strengthens DXC’s ability to create powerful service integration and management offerings for clients with unique and complex needs. This partnership is the latest step in DXC’s continuous efforts to help clients simplify operations, increase overall service quality, improve resource utilization, and facilitate movement to the cloud. The resulting next-generation IT management solutions offer real IT-as-a-service capabilities, a single source of truth, reduced transition times, and tight integration with DXC offerings.

About DXC Technology

DXC Technology (DXC: NYSE) is the world’s leading independent, end-to-end IT services company, helping clients harness the power of innovation to thrive on change. Created by the merger of CSC and the Enterprise Services business of Hewlett Packard Enterprise, DXC Technology serves nearly 6,000 private and public sector clients across 70 countries. The company’s technology independence, global talent and extensive partner network combine to deliver powerful next-generation IT services and solutions. DXC Technology is recognized among the best corporate citizens globally. For more information, visit dxc.technology.

All statements in this press release that do not directly and exclusively relate to historical facts constitute “forward-looking statements.” These statements represent current expectations and beliefs, and no assurance can be given that the results described in such statements will be achieved. Such statements are subject to numerous assumptions, risks, uncertainties and other factors that could cause actual results to differ materially from those described in such statements, many of which are outside of our control. For a written description of these factors, see the section titled “Risk Factors” in CSC’s Form 10-K for the fiscal year ended March 31, 2017 and DXC’s Form 10-Q filed on August 9, 2017 and any updating information in subsequent SEC filings. No assurance can be given that any goal or plan set forth in any forward-looking statement can or will be achieved, and readers are cautioned not to place undue reliance on such statements which speak only as of the date they are made. We do not undertake any obligation to update or release any revisions to any forward-looking statement or to report any events or circumstances after the date of this press release or to reflect the occurrence of unanticipated events except as required by law.

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Over the past few years, Enterprise Service Management has become an important topic for all type of organizations. The idea behind it is that all units of the enterprise are service providers that aim at offering an excellent service to their “customers”. In other words: reach Service Excellence.  

By automating business services, Service Management enables companies to create a modern workplace by replacing emails and worksheets to make work more efficient. The entire organization benefits from streamlined processes powered by a modern platform and, as a result, works faster while delivering a higher level of service. 

Enterprise Service Management can be applied to a wide variety of business units such as Facilities, HR, Customer Service, Security Operations and many more. Some, but not all, of its benefits are: 

• Saves time and costs; 
• Improves productivity; 
• Allows employees to concentrate on more important tasks; 
• Better service and customer experience; 
• Improved collaboration even for tasks that involve various departments
  (e.g. HR onboarding process); 
• Helps move to a digital enterprise (as part of the digital transformation); 
• Allows a better control through monitoring. 

Get your own copy of this eBook and start your Service Management journey now.

The content of this ebook is the direct outcome of the successful delivery of hundreds of service transformation projects by Fruition Partners and we’ve made it so you can benefit from that experience. Have a look and if you have any additional questions, get in touch. We’re here to help. Happy reading!

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