When a mid-sized law firm approached Crossfuze about implementing ServiceNow, the question was not if, but when and how fast. This firm of about 1,000 employees desperately needed to replace its aging, woefully outdated set of on-premise IT solutions. The law firm’s digital transformation leaders already had been keeping a close eye on the firm’s competitors and knew that bigger law firms in the area had successfully used ServiceNow to streamline, automate, and enhance the IT service experience for their attorneys.
18 MIN | In this Friday Fast Fifteen, Karin Glazier and Zach Brand discuss the evolution of the Service Desk, what changed when employees shifted to a remote work model, why using empathy provides a better user experience and how automation and machine learning will shape the service desk of the future.
57 MIN | To maintain operational resilience during unprecedented times, IT has had to think fast about using technology in creative ways to support a virtual workforce, integrate existing systems, and ensure exceptional customer experiences.
With help from Crossfuze’s team, the client was able to streamline their IT workflows and processes into one national instance of ServiceNow ITSM.
The client, Crossfuze, and ServiceNow staff worked as one team to ensure the vision was achieved.