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Learn how an industry leader and a cloud-based platform-as-a service provider, ServiceNow, has transformed its customer support experience on service availability. Typical cloud-based service availability is defined by “up time and 99.9x” and rarely takes into account effective usability of the service by the customers. The difference between availability and effective use of the ServiceNow product has been a journey that ServiceNow took with its customers. Find out how ServiceNow aligned its policies and processes to ensure that customers get the most value out of their ServiceNow platform. Learn how active service restorations are managed to ensure minimal impact to the customers' business-critical applications, with a particular emphasis on internal and external communication and root-cause analysis.
Vice President of Global Customer Support, ServiceNow
Senior Manager, Global Technical Support, ServiceNow
Publish Date: May 5, 2015
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