PagerDuty announced the availability of PagerDuty for Customer Service in ServiceNow CSM.
PagerDuty for Customer Service in ServiceNow CSM enables teams using the PagerDuty Operations Cloud and ServiceNow to connect developer, ITOps, and CSOps teams alike, and is required infrastructure for keeping ITSM and customer help desks up to date.
"In a digital business, issues can be found by the back office and by development or IT teams, but just as often, it's your customers who spot them. No matter who finds them, your front and back office teams need those issues surfaced quickly and efficiently, and they need to be tightly aligned on the path to resolution," said Jonathan Rende, SVP, Products at PagerDuty. "PagerDuty's new ServiceNow Customer Service Application helps every business mobilize the right resources internally, regardless of who finds the problem, so your teams are better able to get to resolution faster, deliver against SLAs, and provide the best possible customer experience."
With PagerDuty for Customer Service in ServiceNow CSM, customer service teams can see the status of active incidents in PagerDuty right from ServiceNow. Customer service teams can create incidents and view any notes or status updates made by development or ITOps teams to accurately and efficiently respond back to the end customer in PagerDuty from ServiceNow. Multiple agents working on cases related to an incident can attach all related cases to the root cause in PagerDuty, preventing the creation of multiple incidents for the same issue, and the need for switching tools.
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