Gartner ranking reflects Coreio’s focus on ITSM customer experience

Gartner ranking reflects Coreio’s focus on ITSM customer experience

Quality is better than quantity, and Coreio’s recent addition to Gartner’s Market List for ServiceNow ITSM Consulting, Implementation and Managed Services demonstrates that sales volume isn’t the best metric for recognizing and ranking a ServiceNow partner—customer satisfaction matters more.

Late last year, Coreio was one of only two Canadian-based companies to make this list. At the time, we were a ServiceNow Premier Partner, but at the end of February, we moved up to ServiceNow Elite Services and Elite Sales Partner, and continue to climb the ranks because our focus goes beyond simply attaining a high volume of license resales.

Coreio’s recognition by the research firm demonstrates the company meets two key recommendations for sourcing, procurement and vendor management leaders looking to apply IT services and solution strategies to optimize cost-effectiveness and business value through ITSM.

 

Criteria gives credit to organizational fit

Gartner’s Market List for ServiceNow ITSM Consulting, Implementation and Managed Services list is meant to guide organizations to the right ITSM service provider.

The research firm’s first recommendation is that enterprises review the ServiceNow partnering model and how the changes affect the market as a means of identifying potential providers. For a ServiceNow Premier Services and Elite Sales Partner such as Coreio, the recent changes in the ServiceNow partner models are a positive outcome because there is now more focus on quality, skills, customer satisfaction, depth and certifications—all things we’ve emphasized to differentiate ourselves as an ITSM and CSM provider and ServiceNow partner.

Not only have we moved up to a ServiceNow Elite Services and Elite Sales partner since the report came out, but Coreio has also increased our Customer Satisfaction (CSAT) score to 9.38/10, an upward trend that reflects the company’s continued efforts to deliver the best implementation, upgrade or service to our customers.

We believe a key reason for the high CSAT score is that make sure we’re the right fit with any organization seeking an ITSM and CSM provider, which aligns with Gartner’s second recommendation. It highlights the importance of selecting a ServiceNow partner that best matches the organization’s requirements rather just selecting any ServiceNow partner in a similar partner class. The fact that Coreio runs its own business on ServiceNow ultimately makes us a great fit for most organizations because we bring exceptional insight to customer implementations based on real-world experience.

 

An industry-tailored customer experience

It’s not just our own internal experience, either. Coreio has customers from a wide array of industries, including banking and insurance, education, technology and entertainment. With each one, we build ITSM solutions that align with needs of that particular industry. We’re also able to take the experience from each engagement and carry what we’ve learned to the next customer.

Flexibility has also played a role in Coreio’s success as ServiceNow partner. Not only do we provide license sales, professional services and tailored solutions, but we also deliver ITSM and CSM solutions via a Managed Services Provider (MSP), making us fairly unique in the market and more likely to meet the ITSM needs of most organizations.

As an adopter of ServiceNow, we’re highly motivated to make the strategic investments necessary to get the most from platform. Our internal ITSM success benefits our customers. As a key part of Coreio’s ServiceNow strategy is to continue to provide Coreio Technology Solutions with necessary investment to meet high market demand for ServiceNow utilization, including continuous improvement, certification, additional hiring, maintaining and expanded our application development and integration skillsets.

Coreio’s high ranking on Gartner’s Market List for ServiceNow ITSM Consulting, Implementation and Managed Services reflects a fundamental understanding of what we’re implementing. It’s more than just having best practices.  As a company that runs its business on ServiceNow, we’ve lived it, we’ve done it, we can show customers what works and what doesn’t work. Making sure Coreio was a satisfied ServiceNow customer makes the ideal ITSM partner.

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    Connect with Coreio at Now At Work Toronto

    Connect with Coreio at Now At Work Toronto

    When you’re in the ITSM trenches, it’s always a good idea to pop your head up and see the bigger picture, and the one-day Now At Work event series is the perfect opportunity to get educated, inspired and connected with your peers and experts in the ServiceNow community.

    As with all Now At Work events worldwide, October 8th in Toronto will be an opportunity to get a handle on the biggest trends in ITSM and overall worker productivity. The top five topic areas for ITSM pros in 2019 were agile, artificial intelligence (AI), automation, business relationship management (BRM), and chatbots. And that’s just the tip of the iceberg, with cloud, customer experience (CX), DevOps and digital transformation close behind.

    In the meantime, the future of work continues to be mobile, and that includes ITSM processes. ServiceNow has kept on top of this trend with Now Mobile, enabling employees to get IT issues fixed, order a computer or request help from HR. The company has seen a 32 percent increase in ServiceNow employees being able to get stuff done on their own with Now Mobile because they no longer need to open a service ticket or place a support call.

    Get Inspired

    Now At Work is a chance to see how your peers are tackling the many trends influencing ITSM, whether it’s a younger, smaller organization that’s only just formalizing their tools and processes or established, global organizations that can share proven ideas and best practices on replacing old, fragmented processes with smarter and simpler ways of working, including mobile.

    Get Educated

    The event is a chance to learn about the latest ServiceNow portfolio offerings, including its new Employee Service Experience Delivery App, and the latest enhancements to its Now Platform, which enables you to deliver high‑performance business services and respond faster to security incidents, vulnerabilities, and enterprise risk.

    General keynote sessions cover how customer service management teams can resolve complex issues end-to-end, intelligently fix problems before customers know they have them, and how you can transform IT across your enterprise to drive operational productivity by improving service availability, reducing enterprise risk, and driving operational excellence through automation. Breakout sessions, meanwhile, cover how ServiceNow achieves industry-leading NPS using Case Management out-of-the-box, proven governance and service management strategies, and how to keep your instance upgraded to the most current release.

    Now At Work is also the event to learn about Coreio’s ServiceNow Managed Service Provider (MSP) offering, designed to get smaller companies up and running with enterprise-class ITSM quickly and affordably, as well as our training capabilities that boast the ServiceNow Authorized Training Partner (ATP) designation. Learn how Coreio can teach you to use the platform, based on our many years of implementation experience.

    Get Connected

    Whether it’s a Coreio team or the broader community of ServiceNow customers, experts, and partners who can support and guide you in your quest to transform the world of work, the Now At Work event is an ideal opportunity for networking with technical experts and business leaders through hands-on training and breakout sessions that can help you design, create, and implement powerful digital workflows across your organization.

    This one-day, complimentary event takes place on Tuesday October 8, 2019 at Beanfield Centre (105 Princes’ Blvd, Toronto, ON M6K 3C3). Visit the Now at Work Toronto website for more details, to register and build your personal agenda for the day.

    Coreio is proud to be a Platinum Sponsor for this event. Be sure to visit us at booth P2 to see how we can help you extend the value of ServiceNow in exciting ways and transform the world of work.

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      Why you should learn ServiceNow from an Authorized Training Partner

      Why you should learn ServiceNow from an Authorized Training Partner

      An enterprise solution is only as effective as the people using it, and if you want to get the most out of ServiceNow®, you should turn to an Authorized Training Partner (ATP).

      Having recently acquired the ATP designation, Coreio has formalized the ServiceNow training capabilities it has developed over the years as it not only teaches others how to use the platform, but also implements it for customers of all sizes. Coreio can help your IT team master ServiceNow capabilities through in-depth, hands-on training based on our real-world experience deploying and optimizing ServiceNow for organizations looking to get the most out of the platform.

      The value of a ServiceNow ATP

      While companies do have the option to train internally, the only way to obtain certifications with ServiceNow is to train with a company that boasts an ATP designation. Further, given the breadth of the ServiceNow platform, making the decision as to where to start can be overwhelming.

      As a ServiceNow ATP, Coreio can help you identify where to start your training and who on your team might benefit from specific knowledge areas. As a company that implements the ServiceNow platform for our customers, our goal is to empower your team to run the platform yourself with the proper, certified training that reflects how you will use ServiceNow on a day-to-day basis.

      Coreio customizes its ServiceNow training by understanding the key pain points you’re looking to alleviate. Most organizations initially adopt ServiceNow as an ITSM tool before looking at any other capabilities. That’s why we recommend system administration for a few team members right from the start because it enables your team to maintain your deployment by tailoring training for the solution being implemented, so you’re not dependent on a partner—or even multiple partners—to run the platform.

      Create your curriculum with Coreio

      No matter the size of your company and what capabilities of the ServiceNow platform are implemented, understanding the fundamentals should be your starting point.

      Our ServiceNow System Administration curriculum provides the foundational knowledge necessary for managing and maintaining the platform, including ServiceNow Certified System Administrator (CSA) training. Mastering the CSA means you’ve got the necessary expertise and knowledge to manage the configuration, implementation, and maintenance of the ServiceNow platform, and positions you for further certification with a ServiceNow ATP.

      From there, your path my vary down several ServiceNow knowledge areas that allow you to effectively use ServiceNow in your business operations—Emerging Applications, IT Asset Management, IT Business Management, IT Operations Management, IT Service Management or Security Operations.

      Meanwhile, those who are tasked with implementing the platform and charting the upgrade path will benefit from the ServiceNow Certified Implementation Specialist, which teaches you how to quickly and successfully deploy ServiceNow—Software Asset Management, IT Service Management, and Project and Portfolio Management. Finally, those on a path to become a ServiceNow Certified Application Developer will learn how to create applications by designing application tables, creating and implementing forms, controlling access, and integrating workflows into applications.

      Most ServiceNow courses take two to three days and involve completing tasks within the platform—it’s much more than Coreio trainers speaking at the front of a classroom. We’re sharing our lessons learned as implementors. And if we’re doing the implementation at your organization, we can create custom training that reflects what we’ve deployed to get you up and running.

      Regardless, Coreio ServiceNow ATP offerings are flexible when it comes to delivery. We can provide an in-person, ServiceNow-certified instructor in a hands-on environment, or provide a virtual instructor live to save you travel expenses. We can also deliver curriculum on-demand, allowing you to explore the ServiceNow portfolio at your own pace with videos, live and recorded webinars, and interactive tools to help you accelerate your learning. Finally, you can take the guided tour that offers just-in-time performance support available within ServiceNow applications to help users quickly perform tasks.

      No matter who is taking the training, Coreio’s goal is to pass the torch to customers so they can run with it.

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        Pay-as-you-go ITSM is now a reality for smaller companies

        Pay-as-you-go ITSM is now a reality for smaller companies

        Keeping end users productive with proactive, consistent IT support is a challenge for organizations of any size, especially smaller ones, but there’s no reason they can’t have enterprise-class IT service management (ITSM) tools such as ServiceNow.

        The reality for many small companies is their various departments tend to be siloed off from each other with pockets of subject matter experts who know their job well. However, there’s no knowledge transfer, and hence, no understanding of how issues might affect the entire organization.

        A big contributor to the disconnect is there’s no centralized ITSM tool for handling issues and tracking their impact on the organization. Often, smaller companies rely on emails and Excel spreadsheets for tracking support requests, and this information isn’t shared. Combined with inadequate documentation and training, it means the organization isn’t performing as well as it should be, without knowing why. Meanwhile, the lack of consistent processes and procedures means IT support costs are hard to predict and control.

        Younger organizations tend to grow so quickly that investment in ITSM tools can’t keep up. Even those companies that have invested in ITSM are using multiple tools that don’t talk to each other, and in some cases are obsolete.  Tool or no tool, not having a unified ITSM strategy can be detrimental to any organization, large or small. The key is to find a happy medium that is tailored to suit specific business needs.

        Ultimately, organizations that don’t have any ITSM rigour don’t understand their infrastructure, and each issue that arises is addressed in a reactive nature. Without a proactive, formalized process in place, problematic hardware, software and networking isn’t properly tracked, and there’s no insight as to how individual issues fit together to affect the organization’s overall performance. Without a single system of record that can be validated, reporting is inconsistent and prone to human error because data is being exported and imported across different tools and applications.

        Ad-hoc ITSM doesn’t scale

        Effective ITSM can’t be accomplished with spreadsheets and emails, and even having multiple tools isn’t effective either if you don’t have a centralized system of action and system of record. What’s needed is the capability to integrate multiple tools or ideally, a single tool that provides all the required ITSM functionality.

        If you’ve decided it’s time to go beyond ad hoc ITSM, there are several things to consider. It starts with understanding ITSM best practices and ITIL frameworks so you can get the most from anything you deploy, while also thinking ahead to make sure the platform can grow with you. The best tools go beyond ITSM by adding field services and customer service management, so you can fully break down siloes within your organization.  

        It’s important that any ITSM tool you select doesn’t require proprietary languages, otherwise it will be difficult to connect your various software, hardware and networking and have a single view of what’s going on in the organization. Your ITSM tool of choice should be configurable to meet your needs but beware of customization as it can lead to loss of functionality when upgrading to the next version.

        While larger companies are willing to make the financial investment in a single tool, smaller organizations may think enterprise-class ITSM such as ServiceNow is beyond their budget. However, there is a model for them to adopt it without heavy investment upfront, rather than having to deploy cheaper alternatives themselves.

        Add ITSM capabilities as you need them

        Coreio’s ServiceNow Managed Service Provider (MSP) offering is designed to get smaller companies up and running with enterprise-class ITSM quickly and affordably.

        Often, purchasing ServiceNow in conjunction with the resources required to support the platform is not feasible from a cost perspective for smaller organizations. Our delivery model lowers the barrier to entry for these organizations because we have no minimum threshold. We can onboard customers onto the ServiceNow platform three times faster by leveraging the investment that we’ve already made, including collective lessons learned by our team of ServiceNow experts, and the expansive Coreio knowledgebase developed from servicing our clients over the years.

        For growing companies, Coreio’s ServiceNow MSP offering enables them to scale their ITSM affordably and incrementally. We’re also able to keep up with the latest features and extend capabilities to our hosted solutions, such as asset acquisition and customer service management, at no extra cost. You can start out just using Incident Management with SLAs and create basic Service Requests or immediately move to a fully configured ServiceNow environment.

        Coreio’s MSP offering takes advantage of shared economies of scale and leverages the collective expertise and buying power of a pool of organizations who are continuously increasing functionality, upgrading to the latest release, and sharing knowledge. Even the smallest of organizations can invest in enterprise-class ITSM, with predictable costs. Since you’re only paying for what you need, budget planning is simplified, and a clear picture can be provided to the business.

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          Coreio Inc. Achieves ServiceNow® Silver Partner and Authorized Training Partner Designations

          Coreio Inc. Achieves ServiceNow® Silver Partner and Authorized Training Partner Designations

          Coreio Inc. today announced it has achieved the ServiceNow® Silver Sales and Services Partner designation as well as Authorized Training Partner status. This achievement recognized Coreio’s achievement and commitment to providing an excellent quality sales experience helping ServiceNow customers access powerful ServiceNow solutions that transform how work gets done and commitment to training and product expertise, certification and excellent customer satisfaction to provide good quality ServiceNow implementations that help your enterpise work more efficiently.

          Please see our news release for the full story.

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            Coreio Achieves ServiceNow Bronze Status

            Coreio Achieves ServiceNow Bronze Status

            Coreio is pleased to announce we have achieved ServiceNow® Bronze Services partner status, making us one of only a few Canadian-owned operations to be so designated by ServiceNow. This achievement recognizes Coreio’s attainment of specific benchmarks of success within our ServiceNow-related Technology Solutions offerings. To become a Bronze ServiceNow partner (and remain one), service providers are required to meet and maintain program requirements defined by ServiceNow, including annual customer satisfaction metrics, staff certifications, completed customer deployments and other business commitments.

            For the full story, please see our news release.

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