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NTT DATA Business Solutions | June 5, 2024 | 4 minutes

The Future of Service Operations: Partnership with ServiceNow

In our recent discussion with ServiceNow experts, we delved into the evolving landscape of service operations and the role of generative AI in shaping the future of ITSM. Our guests, Phil Taphouse, VP and Centre of Excellence Head for ServiceNow at NTT DATA Business Solutions, Murwarid Laly, Account Executive, and Patrick Gunn, EMEA Vice President, Technology Workflows at ServiceNow, shared valuable insights and highlighted the advantages of leveraging ServiceNow as the platform for service operations.  Watch the discussion and read the latest blog.

 

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Q&A VIDEO - Unveiling the Future of Service Operations
Watch on Q&A VIDEO - Unveiling the Future of Service Operations

Watch the Recent Discussion with Our Experts

The world of IT is rapidly evolving, and businesses are constantly seeking ways to streamline their operations, enhance service delivery, and improve customer and employee satisfaction. At the forefront of this transformation is the concept of service operations, which connects IT service management (ITSM) with the broader IT enterprise, providing a comprehensive perspective on an organisation’s services.

In our recent discussion with ServiceNow experts, we delved into the evolving landscape of service operations and the role of generative AI in shaping the future of ITSM. Our guests, Phil Taphouse, VP and Centre of Excellence Head for ServiceNow at NTT DATA Business Solutions, Murwarid Laly, Account Executive, and Patrick Gunn, EMEA Vice President, Technology Workflows at ServiceNow, shared valuable insights and highlighted the advantages of leveraging ServiceNow as the platform for service operations.

The Importance of Service Operations

Service operations are being widely embraced across various sectors, including banking, retail, and manufacturing, as organisations recognise the need for effective service delivery and automated issue resolution. By implementing service operations, businesses can enhance their overall service quality, streamline processes, and ultimately drive higher customer and employee satisfaction.

Key Considerations for Service Operations

Embarking on a service operations journey requires a well-defined strategy and a deep understanding of existing tools and systems. Effective stakeholder management, alignment with organisational objectives, and maximising the return on investment in current tools are crucial considerations for success. Integration and data normalisation across various systems play a pivotal role in ensuring seamless service operations.

ServiceNow: The Preferred Platform

ServiceNow emerges as a preferred platform for service operations due to its ability to integrate and normalise data from various tools and systems using the Common Services Data Model (CSDM). This powerful platform offers a comprehensive range of services, including ITSM, HR, and asset management, with data security and consistency as key differentiating features.

The Future of Service Operations with Generative AI

As we look ahead, the future of service operations is poised to be shaped by the incorporation of generative AI. ServiceNow is actively investing in AI capabilities to make service interactions more customer-centric and conversational. By leveraging generative AI, businesses can humanise interactions, automate predictive assessments, and further enhance the overall service experience.

Join the Transformation

Service operations are revolutionising the way businesses approach IT service management, and ServiceNow is leading the charge. By embracing service operations and leveraging the power of ServiceNow’s platform, organisations can unlock new levels of efficiency, productivity, and customer satisfaction.

Stay tuned for more insights and updates as we continue to explore the future of service operations and the role of generative AI in shaping the IT landscape.

If you are interested in learning more about our ServiceNow services and how we can help your organisation unlock the full potential of service operations? Reach out to our team today for a personalised consultation.