Table of Contents
Preface
Part 1 – Pursuit of Value
1
Understanding the Value of ServiceNow
Managing for value4
What is value?4
Why is managing ServiceNow’s value important?4
Who is responsible for value?4
How do we define value?5
Types of value6
Service quality6
Defining a service scope6
Service quality metrics7
Planning for service quality8
Identifying opportunities in the current state8
Aligning the implementation scope with the opportunity9
Cost optimization9
Process efficiency10
Process efficiency metrics13
Asset optimization14
Customer experience17
Tools for customer experience 18
Scoping customer experience value – portals18
Scoping customer experience value – Virtual Agent18
Measuring customer experience 19
Innovation enablement19
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