Why Mindset Matters: Business Continuity Plans for Customer Support

Business continuity and disaster recovery plans are essential for any organization. This spring, ServiceNow’s Customer Support team moved to a remote workforce almost overnight.

We will share our strategy and tactics, including evolving communication and collaboration procedures, workforce management processes, and capacity modeling and scenario planning to ensure support continuity. We’ll also discuss our strategy for ensuring a smooth transition for returning to the office. 

Key takeaways:

  • Advantages of an ‘adapt, iterate, and innovate’ mindset
  • Ways to maintain the quality of customer service while transitioning the team from the office to remote, and back
  • How the right tools can help support move quickly in both planning and operations 

Featured speakers:
Ravneet Gill, Senior Director, Global Technical Support, ServiceNow
Shoeb Shalkh, Senior Manager, Business Continuity and Disaster Recovery, ServiceNow

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