RightAnswers, Inc., the recognized leader in providing self-service and IT knowledge management solutions, today announced a technology partnership with Service-now.com – the pioneer of IT service management via SaaS. RightAnswers offers full integration with Service-now.com products, allowing numerous joint customers a seamless transition and the combined benefits of two industry leading products.
“Our company quickly integrated the RightAnswers Unified Knowledge Suite into our Service Management application, which was migrated from a legacy Incident Management application to Service-now.com,” explained Jacque Rowden, User Services Manager at Orrick, Herrington & Sutcliffe LLP. “The integration was seamless and provided an easy transition.”
Service-now.com customers can now add the RightAnswers Unified Knowledge Suite™ to their IT service desk application. More than 225 organizations and 3.5 million end users currently rely on RightAnswers for all of their knowledge needs.
The RightAnswers suite helps IT support organizations manage and share knowledge more efficiently, making support analysts more effective and empowering end users to find solutions on their own. By adding the Suite to a Service-now.com instance, organizations can recognize a 20% reduction in costs, 20% drop in incidents, dramatically improved first call resolution rates, and improved user satisfaction.
“We are excited about the opportunity of working more closely with Service-now.com, as our visions and technologies are very complimentary and align quite well,” said Jeff Weinstein, President and CEO at RightAnswers. “Together we bring a ‘best-of-breed’ offering in our respective spaces, providing customers with a cost effective way to support their users, while deploying cutting-edge technology.”
RightAnswers differentiates itself from other solutions by treating knowledge management as a process, not just a product. RightAnswers Unified Knowledge Suite includes ongoing proactive knowledge management services that ensure content is effective and remains current on an ongoing basis. Combining such an advanced knowledge solution with Service-now.com improves incident and problem management by making information available at several points during each process within the Service-now.com application.
“Web services and open APIs used by modern applications simplify enterprise IT integrations,” explained Gadi Yedwab, Service-now.com VP of product development. “We believe it is our responsibility to ensure our application works in our customer’s IT environment. That said, we have delivered more than three dozen integrations with more added all the time. Many Service-now.com customers currently experience more efficient IT service through our integration with the RightAnswers Unified Knowledge Suite.”
Service-now.com enterprise IT service management software integrates ITIL v3 processes, software-as-a-service (SaaS) delivery, and Web-native functionality to provide a flexible, intuitive and self-managing application. For more information about Service-now.com integration, please visit http://wiki.service-now.com/index.php?title=Integrations.
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