To Enhance Service Operations, We’re Transitioning to ServiceNow

ServiceNow ITSM

We are pleased to announce that, effective November 5th 2024, we will be transitioning our IT Service Management platform to ServiceNow.

ServiceNow is an industry-leading ITSM platform, known for its comprehensive and robust set of features, offering significant improvements over our previous solution. This upgrade enables us to deliver a superior service experience, with enhanced capabilities designed to further boost client satisfaction.

At Krome, we take great pride in our technical expertise and exceptional service delivery, consistently going above and beyond to meet the needs of our clients. The transition to the industry-leading ServiceNow platform is a significant step forward in enhancing the services we provide. With its advanced capabilities, ServiceNow will enable us to deliver even more streamlined, responsive, and proactive IT support. This upgrade will not only improve the overall client experience but also ensure that we continue to set the standard for excellence in service delivery.

By adopting ServiceNow, we are reinforcing our promise to provide top-tier IT solutions and services, ensuring your business operates at peak efficiency.

All of our services will continue to be delivered in-house by our expert team, ensuring that the personal, high-quality service our clients have come to expect remains unchanged. Our dedicated engineers and support staff will still be on hand to manage your IT needs directly.

The key change lies in the platform we use to track and manage incidents. From November 5th, we’ll be utilising the industry-leading ServiceNow platform, offering a more powerful and comprehensive set of features to enhance how we support you. This upgrade will allow us to better track, manage, and resolve your IT issues with greater efficiency while still maintaining the in-house, hands-on service that sets us apart.

 

Why ServiceNow?

ServiceNow is widely recognised as a cutting-edge ITSM platform, providing an array of advanced functionalities that allow us to enhance the quality of our IT support services.

The key benefits include:

• Greater Functionality and Efficiency: ServiceNow’s advanced workflows and automation tools allow us to manage IT requests and incidents faster and more effectively, reducing downtime and ensuring that your business runs smoothly.
• Real-time Visibility: ServiceNow’s platform offers real-time tracking for all IT tickets, giving clients full transparency into the status and progress of their support requests.
• Comprehensive Reporting Tools: ServiceNow provides powerful and flexible reporting tools that help identify patterns, monitor performance, and offer valuable insights to inform business decisions.
• Improved Collaboration and Response Times: For clients who also use ServiceNow, we can now integrate directly with your platform, streamlining operations and enhancing collaboration between our teams. This integration allows us to respond faster to issues, share data seamlessly, and provide more unified service management, leading to quicker resolutions and an improved experience.
• Enhanced Client Satisfaction: The switch to ServiceNow allows us to offer a broader range of services, with more sophisticated tools and customisation options, ensuring that we continue to meet your evolving IT needs and exceed expectations.

 

What Does This Mean for Our Current Supported Clients?

As we transition to the new ServiceNow ITSM platform, you’ll notice some changes in the way you interact with us, particularly when logging tickets and viewing incidents and reports online. However, we want to assure you that all tickets can still be logged via email and telephone—just as before—if that remains your preferred method of communication.

Changes to Online Ticket Logging:

• New Online Portal: With the move to ServiceNow, you will gain access to a new and improved online portal for logging support tickets. This portal is more intuitive and user-friendly, allowing you to submit and track IT issues faster and with greater ease.
• Real-Time Incident Tracking: Through this new platform, you will have real-time visibility into your open incidents and requests, giving you clearer insight into the status of your tickets and enabling more efficient communication with our support team.
• Customised Reporting Tools: The new system offers enhanced reporting features, allowing you to generate detailed and customised reports on your IT infrastructure, service performance, and incidents, helping you make informed decisions based on reliable data.

No Disruption to Current Channels:

Rest assured, if you prefer to continue logging tickets via email or telephone, this will remain fully supported. Our support team will be ready to assist you just as they always have, ensuring continuity of service during and after the transition to ServiceNow.

This transition will be seamless, with no disruption to the services we provide. Our teams have undergone comprehensive training to ensure smooth onboarding to the ServiceNow platform while maintaining exceptional service levels.

The move to ServiceNow is designed to enhance your experience with us, giving you more options and better tools to manage your IT needs, while maintaining the personalised support and service you have come to expect from Krome Technologies.

All contracted clients will receive detailed user guides to help them navigate the new ServiceNow platform with ease. These guides will cover everything from logging tickets to viewing incidents and generating reports, ensuring a smooth transition. Additionally, for clients who require further assistance, we will provide access to training sessions, either online or in person, to ensure everyone is comfortable and confident using the new system. Our goal is to make sure you can fully leverage the enhanced capabilities of ServiceNow to streamline your IT support experience.

If you have any questions about how this change will benefit your organisation, or how our ServiceNow system can now integrate with your existing ServiceNow environment, please reach out to your business manager or customer success manager, or contact us at info@krome.co.uk