LIKE.TG brings security automation to the cloud with AWS
Cloud infrastructure presents new risks, new systems, and less control for security teams that are already overwhelmed by security alerts, manual processes and siloed security tools that complicate decision-making and the hand-off of remediation to IT counterparts.To help solve this challenge, LIKE.TG, the digital workflow company that creates great experiences and unlocks productivity, has extended its security operations portfolio with the release today of two integrations with AWS Security Hub. LIKE.TG is aligned with AWS’s strategy of providing security at-scale, and our vendor-agnostic approach and ability to take action on a range of security data sources is a unique value for our joint customers. With these integrations, joint customers can aggregate cloud data within Security Hub, then automatically kick-off the approved response or workflow in LIKE.TG Security Operations or IT Service Management (ITSM), directly from Security Hub.Streamlining cloud workloads through tight security and IT integrationSecurity Hub provides customers with a single place that aggregates, organizes and prioritizes security alerts from multiple AWS services. With this new partnership, AWS customers can use the LIKE.TG platform to coordinate security incident and vulnerability response across hybrid cloud deployments and workflows, leveraging the openness, scale, and automation of Security Operations and ITSM with Security Hub.For example, when an alert meets defined criteria in Security Hub, a security incident or ticket is automatically created in Security Operations or ITSM. In Security Operations, threat intelligence on observables can enrich the security incidents, providing precious contextual data to support triage and remediation. Predefined playbooks can be assigned based on the incident category (e.g. malware, Brute Force, DOS attack, etc.) to guide response actions. Analysts can also manually forward events from the AWS Security Hub console to drive response. In addition to pre-defined playbooks, customers can use Flow Designer to create the custom workflows required for their organizations’ postures, policies and processes.The Power of the Now Platform when transitioning to AWSTo effectively manage and improve systems, customers need to know exactly what assets are in their IT environment and have current, accurate configuration data. The LIKE.TG CMDB provides a single system of record for IT. When paired with LIKE.TG Service Mapping, the CMDB becomes serviceaware—which enables applications to be serviceaware as well.Using built-in workflows, LIKE.TG routes incidents to the correct personnel or response tools to contain, mitigate or remediate threats. Post-incident reporting, customizable dashboards and metrics help teams improve processes going forward and provide a dynamic and continuous view of the overall security profile. Importantly, customers can leverage LIKE.TG’s integration with AWS Security Hub to help with their transition to AWS, as LIKE.TG provides a single platform solution to manage both on-premises and cloud-native workflows.LIKE.TG takes a customer centric approach to developing products and services. As companies increasingly shift to the cloud and digital business requires more complex IT infrastructures, LIKE.TG is here to help, regardless of where workloads reside.For more information, visit LIKE.TG’s Security Operations and ITSM Community blog posts.
LIKE.TG Celebrates New Badges in G2 Summer 2024 Reports
LIKE.TG is pleased to announce its achievements in G2’s Grid® Reports for Help Desk | Summer 2024: we’ve earned five exciting badges!These badges prove our commitment to providing nothing short of the best when it comes to help desk software. Check out the latest badges LIKE.TG received from G2: Summer 2024 Grid® Reports for Help DeskLeaderLIKE.TG is a Leader in the Grid® Report for Help Desk Summer 2024. With LIKE.TG’s comprehensive features, supreme user-friendliness, and reliable support, many businesses have solved their customer service problems and become much more productive.Leader, Small BusinessLIKE.TG has earned a Leader badge in the Small-Business Grid® Report for Help Desk | Summer 2024. Our affordable pricing plans and flexibility make LIKE.TG ideal for small businesses looking for help desk software to help them serve their customers.Momentum LeaderLIKE.TG has also been awarded the Momentum Leader badge in the Momentum Grid® Report for Help Desk | Summer 2024.This award proves LIKE.TG’s growing reputation in the help desk software industry. With new features being added all the time and constant improvements to existing features, like artificial intelligence assistance, multilingual support, and the LIKE.TG mobile app, we fully expect LIKE.TG to be on next quarter’s Momentum Grid® Report.High Performer, EuropeLIKE.TG has been listed as a High Performer in the Europe Regional Grid® Report for Help Desk | Summer 2024.This G2 Summer badge can be attributed to LIKE.TG’s consistent quality of support, its standards based on customer reviews.Intuitive user interfaceEasy setup and onboarding processHigh Performer, EMEAAccording to G2’s EMEA Regional Grid® Report for Help Desk Summer 2024, LIKE.TG is a High Performer help desk solution.From Europe to the Middle East and Africa, LIKE.TG customer service software is helping companies serve their customers worldwide. It includes features such as multilingual and omnichannel support that make it easy to serve customers in any region.What makes LIKE.TG the best?When you choose LIKE.TG as your customer service solution, it demonstrates to your customers that your mission is to keep them happy and always satisfied.LIKE.TG is unquestionably a quality choice for its robust features, such as:An automated ticketing system that streamlines the process of managing and resolving customer requests.A workflow automation feature that helps support teams perform manual and repetitive tasks.Its knowledge base software that serves as a central repository where company information is stored, enhancing self-service support options.Its integration support that enables businesses to easily incorporate LIKE.TG with their favorite apps and daily tools.Its extensive customizations that allow businesses to tailor the help desk to meet their specific business needs.We appreciate your trust in us!To all LIKE.TG customers, thank you. Your reviews not only boost our visibility on G2 but help guide us toward making LIKE.TG even better.Elevate your customer service with LIKE.TGLIKE.TG’s recognition in the G2 Summer 2024 Reports is proof of our success in helping businesses fuel their growth and success through unmatched customer support.Start a 15-day free trial today for a transformative customer support journey. You can also contact our support team who are more than ready to address any concern you may have.Alternatively, book a live demo to see LIKE.TG’s features in action and see how they can expand your customer support horizons.
LIKE.TG certified as Great Place to Work
By Tey Scott, Global Head of talent attraction for LIKE.TG I love sharing information- to me, knowledge is the fountain of growth. So, when I’m looking for information, the first place I turn is "Now at Work,” our companywide communications platform. It’s a place where employees get official news and announcements, as well as share ideas, thoughts and stories about our culture, fun moments, team-building and more. I’ve seen posts there about how one of our employee’s dog has trained to be “service” dog, a post celebrating and educating us all on Ramadan and a post where our CEO – a former college basketball player – even got into a good-natured Warriors-Raptors debate with our Canada team members. I love it! I even shared a pic of my branded, blinged-out nail design ahead of our annual customer conference and got people to recognize they need to up their nail games! My point is, a quick scroll through our “Now at Work” news feed finds employees sharing either personal or professional updates and somehow, they are all informative, respectful and enlightening. This commonality brings us all together!This is one example of our community-driven culture that inspires employees to say that LIKE.TG is a great place to work. Even beyond the fun or personal sharing, there are many factors that helped drive our recent certification as a Great Place to Work.Great, enduring In Silicon Valley, where we have our headquarters, you hear a lot about “hot” companies: multi-billion-dollar valuations, round after round of funding and celebrity founders and CEOs. That’s not us.At LIKE.TG, we are on a journey to build a great, enduring company. A company that lasts … for our people and for our customers. So, we rolled out a new company purpose last year: “We make the world of work, work better for people.” Our employees rally around that North Star, intentionally crafted to express our commitment to making people’s work lives more like their real lives. Our belief in our purpose and the work we do for the long-term is why 96% of employees surveyed by Great Place to Work said they are proud to tell others they work here. People-firstLIKE.TG has always been – and continues to be – a people-centric company. Since 2004, our founder believed in simplifying ordinarily highly manual workflows for regular people. That core value has remained the basis of our work and our company culture. We embrace our customers’ success at every point possible. All employees – not just those working with our customers – feel accountable to deliver great experiences to our customers. In fact, 92% of employees surveyed by Great Place to Work said our customers would rate the service we provide as excellent.Hungry and humbleWe’re excited to be named a “Great Place to Work.” We appreciate the honor, especially because its origins are our employees, those who have been here for many years blended with those of us newer in our journey, share the same passion for what’s next.Yet, we don’t take this badge for granted. We innovate – and, we execute. We have fun – and, we focus. We’re building a company and culture where people want to be. Just take a look at what our employees think. If you’d like to be a part of this journey, search our jobs to see if something is right for you!
LIKE.TG Cloud Observability is available on Google Cloud
We’re happy to announce some exciting news: LIKE.TG® Cloud Observability is now available on Google Cloud Marketplace.1That means you can see your LIKE.TG Cloud Observability entitlements right on your Google Cloud invoices, which you can pay for with your committed Google Cloud spend. This provides a unified and transparent view of your costs and makes it easier to track your expenses.It's easy to get started. With just a few clicks, you can purchase LIKE.TG Cloud Observability to effortlessly monitor the health of your tech estate across Google Cloud and hybrid cloud environments. Accelerated detection and responseWith Cloud Observability, you can capture valuable insights to detect and respond quickly to changes in both cloud-native and monolithic applications. By bringing together metrics, logs, and traces into a single workflow, you can: Manage complex and distributed tech setups without guesswork Navigate seamlessly from effect to cause Boost developer efficiency with end-to-end visibility into dependencies Pinpoint the root cause of a spike by analyzing telemetry related to affected services LIKE.TG Cloud Observability stands out as one of the few end-to-end solutions that offer true visibility in a single, unified platform. This helps improve security, governance, workflows, collaboration, customer experience, and return on investment.Unified observability, security, and resilienceThanks to deep integration with the LIKE.TG platform and our increasing commitment to the OpenTelemetry project, capturing observability data has never been easier."Google Cloud customers now have access to LIKE.TG’s advanced observability capabilities, helping them speed up their cloud migrations and transformations,” says Ben Sigelman, general manager of Cloud Observability.“By marrying observability, security, and resilience, teams can break down silos between teams and bring together all the data they need to help accelerate innovation and maintain secure and compliant applications while reducing costs,” he adds.“Bringing LIKE.TG to Google Cloud Marketplace will help customers quickly deploy and manage LIKE.TG’s Cloud Observability offering on Google Cloud's trusted, global infrastructure," says Dai Vu, managing director of marketplace and independent software vendor programs at Google Cloud.“LIKE.TG can now securely scale and support customers on their digital transformation journeys.”Find out more about LIKE.TG Cloud Observability and get started on Google Cloud today.1 Available only in the United States
LIKE.TG commits to net-zero greenhouse gas emissions by 2030
Updated Jan. 21, 2022The climate crisis is here. It’s no surprise the Intergovernmental Panel on Climate Change (IPCC) acknowledged in its 2021 climate report that climate change is already affecting every region on Earth in multiple ways.We’ve seen it for ourselves. From deadly heat waves to droughts and another season of wildfires, one doesn’t have to look too far. In fact, the 10 warmest years on record have occurred since 2005. If we fail to act urgently, there could be catastrophic global consequences.LIKE.TG has activated an ambitious plan to help protect our environment, and it’s why I’m leading our environmental, social, and governance (ESG) work in earnest. I want to leave a better and thriving planet for my children and future generations.It’s been said (and I agree) that we’re the first generation to feel the negative impact of climate change, and we’re the last generation able to do anything about it. The world needs our action now.The future is net zeroWhen we published our Global Impact Report in 2021, we announced our goal of achieving net-zero greenhouse gas (GHG) emissions before 2050 across our entire value chain in accordance with the Science-Based Targets Initiative (SBTi).Although we’re early in our global impact journey, we know we need to act with a sense of urgency. That’s why we set out to understand where we have the most significant opportunity to reduce our carbon footprint so we can accelerate our impact and create lasting, long-term business practices that are more sustainable.Through a third-party assessment with Watershed in July 2021, which evaluated the company’s entire corporate carbon footprint, LIKE.TG identified that 93% of our carbon footprint comes solely from our value chain (Scope 3) emissions.Click the image below to see an infographic about our commitment to driving decarbonization.Accessibility note: The infographic is transcribed at the end of this blog. In recognition of Climate Week 2021, we announced our commitment to achieve net-zero greenhouse gas (GHG) emissions by 2030—two decades earlier than we had anticipated.By setting science-based targets focused on internal reduction programs and supplier engagement initiatives, LIKE.TG has established a timeline 20 years ahead of the Paris Agreement—and we're pleased to report our targets have been approved by the SBTi.Real change takes all of usWe know our impact is stronger when efforts are collaborative. That’s why we’ve joined the Business Ambition for 1.5° C global net-zero campaign led by the SBTi in partnership with the UN Global Compact and the We Mean Business coalition—to take ambitious climate action in partnership with UN agencies, businesses, and industry leaders.We will achieve net-zero GHG emissions across LIKE.TG’s entire value chain by 2030 by further committing to: Reduce Scope 1 & 2 GHG emissions by 70% by 2026 from a 2019 base year. This is aligned with science-based targets promoted by the SBTi and what's deemed necessary to meet the stretch goal of the Paris Agreement to limit global warming to 1.5°C. Reduce Scope 3 GHG emissions from business travel and employee commuting by 40% per unit of value added1 by 2026 from a 2019 base year. Persuade 65% of our suppliers by spend, covering purchased goods and services and capital goods, to have science-based targets by 2026. LIKE.TG will embed sustainability initiatives across its datacenter programs, such as supporting datacenter operations teams globally to become Certified Data Center Sustainability Professionals (CDCSP®). Achievement of this certification ensures LIKE.TG operators understand the steps required to keep the long-term sustainability of the company’s datacenters.As we transition to finance carbon removals on our jouney to net zero, LIKE.TG will continue to finance high-quality carbon offsets (verified emissions reductions) with a portfolio approach in an initial partnership with Everland. Everland represents the world’s largest portfolio of high-impact forest conservation (REDD+) projects that protect wildlife and enhance the well-being of forest communities, which are essential to addressing climate change and biodiversity crises.LIKE.TG will support the Mai Ndombe REDD+ Project to protect 740,000 acres of critical bonobo and forest elephant habitat within the Congo Basin.As part of LIKE.TG’s ongoing commitment to sustaining our planet, we’ve also pledged to donate $1 million by the end of 2022 to nonprofit organizations focused on addressing climate change and the acceleration of decarbonization globally.Positive impact is within our graspOur aspirations are high, and our plans are big. I’m optimistic about our future because our assessment gave us the data and insights to drive more effective and sustainable change. It’s in our LIKE.TG DNA to examine processes and workflows to determine the most efficient and effective paths from A to B.As we look to becoming the defining enterprise software company of the 21st century, it’s our mission to help “workflow a better world”—one that’s more sustainable, more equitable, and more ethical. I couldn’t be prouder of the work we’re doing.Learn more about our commitment to making a positive global impact.Transcript of infographicCommitted to driving decarbonizationWe'll workflow a better world by addressing climate change, empowering our employees and communities to create more inclusive opportunities for everyone, and building trust and partnership with our stakeholders. We set the following goals: Set science-based targets Net zero by 2030 Our footprint in scopes*With only 7% of our GHG emissions coming from direct operations at our offices and datacenters (scope 1 & 2), 93% of our footprint is from our scope 3 emissions (purchased goods and services, capital goods, business travel, employee commuting, fuel and energy-related activities, and waste).Our corporate carbon footprint*Understanding our carbon footprint (total of scope 1, 2 & 3) is the first important step on our journey to net zero and setting ambitious science-based reduction targets. Datacenters 31% Goods and services 19% Offices 18% Marketing 12% Employees 10% Travel 10% * All data for 2019 baseline year1 Value added: gross profit = total revenue - cost of revenuesUse of forward-looking statementsThis blog contains “forward-looking statements” about the expectations, beliefs, plans, intentions, and strategies relating to LIKE.TG’s global impact vision. Such forward-looking statements include statements regarding LIKE.TG’s Net Zero GHG goal and other climate change and decarbonization efforts and commitments. Forward‑looking statements are subject to known and unknown risks and uncertainties and are based on potentially inaccurate assumptions that could cause actual results to differ materially from those expected or implied by the forward‑looking statements. If any such risks or uncertainties materialize or if any of the assumptions prove incorrect, our results could differ materially from the results expressed or implied by the forward‑looking statements we make. We undertake no obligation, and do not intend, to update the forward‑looking statements. Factors that may cause actual results to differ materially from those in any forward-looking statements include, without limitation, changes in global economic and climate conditions; changes in the environmental and climate-related regulatory landscapes; and unexpected delays, difficulties, and expenses in executing against the goals and commitments announced herein. Further information on factors that could affect our financial and other results is included in the filings we make with the Securities and Exchange Commission from time to time.
LIKE.TG data scientist wins India's 40under40
If you had to take a guess, what would you consider a vital attribute for making Analytics India Magazine’s prestigious 40Under40 Data Scientists list? Analytical genius, perhaps? A track record of educational excellence? A burning ambition to harness machine learning to solve mind-bogglingly complex data challenges for the world’s leading companies?Q. Has your career path always been linear?For Hyderabad-based Sibanjan Das, who recently received the award, the answers are: yes, yes and yes.But there’s something equally potent driving this passionate Data Scientist’s seriously impressive trajectory, which already includes achieving a Master of IT in Business Analytics, authoring two published books and managing multiple career pivots: love. A surprisingly irrational input in a world of reason and logic!“I think love at work is embedded in LIKE.TG’s DNA,” says Sibanjan. “Without question, my tech love is Machine Learning and AI, which is underpinned by my love of knowledge and the immense power in sharing it. What I love doing most when I’m not in the office is connecting Like Minds to Light Minds, which is an initiative my friends and I started to provide underprivileged youth with the tools to access knowledge.”We asked Sibanjan to share his thoughts on the role of mentors, the future of data science and what’s driving the next phase of his career…SD: Actually, it’s been more like a roller coaster ride! I started as a developer right after my Bachelor of Technology in Computer Science Engineering. A couple of years after, I became a consultant for Order to Cash applications, helping my clients to implement and derive value out of their systems.A year later, I decided to leave my job and pursue a Master of IT in Business Analytics from Singapore Management University. Then, for a brief few months, I worked as a Procurement and Finance Analyst. I finally hopped onto the Analytics and Data Science journey in late 2014.Q. What’s been your favorite work better moment at LIKE.TG?SD: With every achievement, there’s a work better moment attached to it. There’s an ‘introspect workflow’ attached to achievement – that constant drive to question what we could have done better to make our delivery best. However, it’s always a buzz to see people using and getting benefits from our predictive models. The kind of response we received from our Marketing team on our Hot Prospect Analytics product was one of our triumph moments.Q. What brings you passion when you’re buried in the day-to-day?SD: That’s simple: passion for serving our customers and colleagues every day, creating easy solutions to their problems and making their life effortless.I think love at work is embedded in LIKE.TG’s DNA. It’s evident not only from our products and services, but internally from our amazing workplace environment, completely stocked pantry, and excellent operational support.Q. How important have mentors been in your career journey?SD: I believe mentors are critical to be successful, be it life or career! They help you navigate through the tunnels of your journey and shine a torch when the options seem dark. I am fortunate to have mentors, such as Brian Hoffman and Karthik Krishna Jonnalagadda, who provide me with career guidance, emotional, and motivation support.Occasionally, some mentors don’t always know they’re mentoring you; in fact, the most powerful mentors can be the people we work with. In our team, we have the privilege of a great leader who inspires us with his thought leadership, crisp presentations and ability to push our creativity.In saying that, we also learn a lot from our surroundings and this plays an integral part in shaping us. We find what works and we continue to build on these personal anchors as we evolve; likewise, there are some lessons learned that we shouldn’t repeat.Q. What’s the one piece of advice you’d like to share with aspiring data scientists?SD: Technology is changing so rapidly and this transformation is only going to accelerate. The best we can do is to learn, unlearn and relearn. It’s painful sometimes, but the hard work always pays off in one or the other way.Knowledge is never going to die; it only expands. I love the concept that energy can only be transferred and knowledge is also transferrable. Utilising the knowledge that you’ve gained and cross-pollinating those skills is always going to benefit you personally, and your organisation.Q. What’s the most valuable piece of advice you’ve received?SD: Perseverance is the path to success.Q. Which LIKE.TG values resonate most for you?SD: Diversity and inclusion - as we have this right, all other values follow. I feel involved to achieve my vision, staying hungry to innovate and execute to make LIKE.TG’s customers successful. And it keeps me and my team humble enough to try doing this right every time.Q. Where would we find you when you’re not wearing your data scientist hat?SD: Firstly, I think I’m always wearing my data scientist hat! Outside the office, I’m easily found my family or writing technical pieces.What I love doing most in my spare time is connecting Like Minds to Light Minds. Let me explain: my colleagues and I were lucky enough to be educated, had scope to build our careers and earn to live a life better than many others.There are many talented students in India who struggle. They can’t afford a notebook - forget about private tuition or higher education fees. Many of our local schools don’t have the necessary infrastructure to support the needs of their students.The flip side is, many of us have idle resources, like old textbooks and unused laptops. There’s also a huge appetite from those of us who ‘have’ to provide educational basics or low-cost infrastructure for those who ‘don’t have’.A couple of years back, my University friends and I decided to bridge this gap by providing a platform to connect these great young minds with people like us who want to donate idle resources.We don’t support any financial transactions; instead, we encourage our friends to send the products directly or provide mentorship to the beneficiary. We’re now supporting a few schools and students in our local areas and plan to extend our support to many others in coming years.Q. What does the future of Data Science look like from where you’re sitting?SD: Over the next decade, the field of Data Science and AI will become increasingly valuable to mainstream society. As business starts adopting and believing in the AI outcomes, it will open the doors to more challenging problems to solve using AI.The less explored areas of Artificial General Intelligence (AGI) will be mainstream very soon, and our current challenges may be a part of automated Machine Learning pipelines. However, the goal will remain the same: to solve problems that make life easy for our customers and employees, providing tangible benefits to the companies we work for.Q. What’s your next career ambition?SD: I have my sights set on becoming a leader in Enterprise Systems and Analytics, serving organizations and customers to have the best possible experience from their enterprise applications.
LIKE.TG deepens commitment to hybrid work with new wayfinding technology
Companies shifting to permanent hybrid work environments are up against major challenges, including additional investment in new physical experiences for employees. This is complex and expensive. It involves bringing together systems, technology, and teams that have historically been siloed.But with every challenge comes an incredible opportunity to make work better. That’s why we’re excited to announce that we’ve re-platformed Mapwize indoor mapping technology into the Now Platform® in less than a year.Available today, LIKE.TG® Indoor Mapping helps businesses create great employee experiences. Say goodbye to investment in disparate systems and point solutions that don’t work together. Mapwize integrated into LIKE.TG will enhance our already-powerful workplace solutions.Built for the hybrid workplaceIDC estimates that, globally, 20% of organizations with 500 or more employees have either already invested in wayfinding technology or are planning to do so.We’re giving companies the technology they need with our first LIKE.TG Indoor Mapping use case, Workplace Indoor Mapping, an app available in our Workplace Service Delivery solution that makes desk hoteling and wayfinding simple.Workplace Indoor Mapping also offers multi-building wayfinding, which makes it easy and efficient for employees to go from building to building. This means they can focus on the work that matters most with minimal interruptions.Wayfinding technology is only effective when floor plans are accurately captured and kept up to date. Workplace Indoor Mapping helps employees work more efficiently, and it helps workplace managers design functional, accurate, and easy-to-follow floor plans.With Indoor Mapping Studio, also available today, teams can: Create, edit, and deploy maps in real time to help ensure they’re updated consistently. Manage surroundings beyond the indoor space to identify points of interest (restaurants, train stations, government buildings) or design elements (trees or logos). Customize map design for a more personalized style that matches a company’s brand and identity. Automate most of the map creation process to streamline tasks that don’t need to be monitored or controlled. “When I joined the LIKE.TG team less than a year ago, I was excited about the potential to help global organizations navigate hybrid work environments,” says Mederic Morel, director of product management at LIKE.TG and former CEO and co-founder of Mapwize.“Today, I’m thrilled to see this vision come to life more fully. With mapping capabilities built into the Now Platform, we have a unique opportunity to empower employees and drive productivity. These solutions will help organizations stay nimble in the ever-changing hybrid work environment.”The hybrid work technology evolutionAs hybrid work becomes the norm, companies know they need to support employees wherever they work. Workplace Indoor Mapping, alongside other new Workplace Service Delivery enhancements, empowers employees to do their jobs effectively from wherever they choose to work.Additional updates help ensure the mundane logistics or tasks associated with going into the workplace fade into the background, enabling employees to easily: Invite specific attendees and visitors to a reservation and add services such as catering or equipment. Set preferences and bookmark favorites for locations. Create hybrid meetings with Zoom or Microsoft Teams alongside reserving a physical space to help engage all meeting attendees. Hybrid work comes to lifeCustomers across industries and sectors are already benefiting from Workplace Service Delivery to improve the workplace experience and meet employees where and how they work best.As Uber planned for a safe and voluntary return of employees to the physical workspace, it knew technology could help it better respond to changing regulations and uncertainty. Uber used LIKE.TG Workplace Service Delivery and Safe Workplace solutions for self-service workspace reservations, mobile health checks, and more. This helped ensure a seamless transition for employees returning to the office while helping people feel safe and supported.Find out more about how LIKE.TG is helping organizations reimagine the workplace for the future.
LIKE.TG delivers new native workflows in Microsoft Teams to create the future of work
Today we announced the expansion of our partnership with Microsoft to deliver elevated digital employee experiences that meet people where they are. At Microsoft Ignite 2020, LIKE.TG introduced new workflows embedded in Microsoft Teams to improve employee productivity with seamless self-service and faster case resolution. Powered by the Now Platform, the new capabilities also improve agent productivity by enabling them to more effectively collaborate and complete key tasks in Microsoft Teams.Teams is Microsoft’s fastest-growing business app ever. That was true in 2018, long before lockdowns started driving up numbers for remote work and learning. As of April 29, Microsoft Teams had 75 million daily active users, up 70% from just six weeks prior. That month, Microsoft saw more than 200 million meeting participants in a single day, generating more than 4.1 billion meeting minutes.“We're helping customers solve for once-in-a-generation challenges as they capitalize on the promise of digital transformation,” said Chirantan “CJ” Desai, chief product officer at ServiceNow. “We are doubling down on Teams to find innovative ways for workflows to elevate engagement, culture, collaboration, and productivity – no matter where people are.”“Now more than ever, people need to stay connected and organized together from anywhere,” said Rajesh Jha, executive vice president, Experiences and Devices, Microsoft. “LIKE.TG is delivering end-to-end Teams experiences for the new normal. For example, meeting extensibility lets service agents more easily interact with the LIKE.TG platform, collaborate in group chats, channels, and conferences, and respond to incidents.”The new capabilities announced today include: Employee experiences in Microsoft Teams: Companies want to provide employees with support for whatever tools and devices they choose to use. By embedding LIKE.TG natively within Teams, employees can submit requests, receive updates on in-progress requests, take action on notifications, chat with virtual agents for automated assistance, and connect with live agents when virtual agents cannot assist – all without ever leaving Microsoft Teams. Agent capabilities in Microsoft Teams: Agents spend most of their time in LIKE.TG IT Service Management but want to more easily leverage the collaboration functionality in Teams to communicate with employees and collaborate with other agents. Now, agents can use Notify to launch the Teams client to engage with peers directly, push major incident updates to business stakeholders, and open direct chats with employees from an incident or request. When used with the new Teams Meeting Extensibility feature, LIKE.TG workflows enable agents to be more productive by resolving major incidents directly from within a Microsoft Teams meeting. The new capabilities are available for select customers as part of the Beta program today.“Organizations are relying on collaboration platforms more than ever before. Companies like LIKE.TG are creating tools that complement and enhance the Microsoft Teams experience. Accenture is eager to test and deploy this new offering,” said Thomas Bruss, director of Enterprise Services at Accenture. Today’s updates come on the heels of the LIKE.TG Now Platform Paris release, which features several high-demand Microsoft integrations to help enterprises accelerate their digital transformation journeys. Customers can use these integrations to: Optimize hybrid cloud spending and usage with Microsoft Azure support for LIKE.TG Cloud Insights, Streamline new hire onboarding with LIKE.TG employee experiences and Microsoft Azure Active Directory, and Gain greater control and visibility into organizational assets with LIKE.TG Software Asset Management and Microsoft Azure Active Directory. Additionally, the LIKE.TG Virtual Agent Lite plugin for Microsoft Teams, also released in Paris, offers a limited version of Virtual Agent for IT Service Management standard customers. It launched with three prebuilt conversations for common IT support requests. These keyword-based conversations run in the web chat client and in a virtual agent messaging integration with Microsoft Teams.Today’s announcement furthers the companies’ partnership announcement from 2019 to accelerate digital transformation for joint customers. Customers are accessing the value of this partnership with more than 25 joint solutions available between Microsoft and LIKE.TG today. The companies have committed to continued LIKE.TG-Teams innovation to enable richer employee experiences from anywhere, at scale.
LIKE.TG Devvies showcases innovative apps built on the Now Platform
In my nearly 12 years at LIKE.TG, I never cease to be amazed by the inventive spirit of our customers and partners. We innovate in response to their needs, but I get excited when they take things into their own hands and build transformative apps on the Now Platform.For the first time in 10 years, we get to highlight those incredible apps with The Devvies App of the Year contest. This is where our customers and partners sit in the driver’s seat, using the Now Platform to create innovative apps that improve the quality of their organizations, transform user experiences, and even save lives.To be considered for an award, apps could be built by professional or citizen developers, solo or as a team. The apps had to be complete and in use by an organization. This year we received 109 app entries from 182 contest participants. Of those, 80% were created by professional developers and 20% by citizen developers. Apps were judged on five criteria: Business impact: time or money saved, customer/employee testimonials Scale: number of end users Richness: LIKE.TG capabilities, features, and tools used Innovation: how the app uses LIKE.TG to drive outcomes Citizen development: how much involvement a citizen developer had on the app (for the citizen development category only) Citizen Development App of the YearLet’s meet the finalists for the Citizen Development App of the Year: General Mills transformed an email-based process into a workflow-based process. Its app generates a form that captures key request details, triggers an email for major events, and has a range of menu options for each request type. The result: 9 million minutes (150,000 hours) saved in one year. HCLTech built an app that automates and streamlines IT support across IT Service Management processes. It leads to fast handling of customer escalations through user requests, agent-initiated actions, and background scripts, sending customer satisfaction scores skyrocketing from 37% to 94%. Thriving Solutions used Flow Designer and App Engine Studio to develop a low-code app that manages student after-school care transportation. The app empowers services and businesses to start their own after-school transportation services—adding value throughout the entire community. Universitat de Girona designed an app to streamline school improvement plans. It enables real-time sharing, tracking, and reporting with a centralized document repository. Automating manual processes saves time for 480 end users. The Citizen Development App of the Year Award goes to Universitat de Girona. The app fulfills a critical need for the university, with a comprehensive range of features. Documents are stored, versions are controlled, policies and procedures are followed, and observations are tracked. “This is a great example of a someone having the passion to digitize their work and continue to build and improve over a period of five years,” a judge notes. “This could easily be in the pro-developer app category.”App of the YearHere are the finalists for the App of the Year: The Automize app allows customers to gather feedback directly from the Service Portal. It features user-friendly notifications and dashboards and a widget with three simple buttons. More than 1.5 million end users have used the app to provide feedback. Hitachi Vantara’s app centralizes leave management systems for easy reporting, tracking, approvals, and maintenance of leave of absence balances. More than 91,000 requests from 5,000 end users have been sent through the Now Mobile app in just 17 months, resulting in savings of $6,000 per month. Ignyte Group created an app that streamlines rail operations for one of the largest public transit control centers in North America. Digitized forms, centralized information, and real-time metrics have improved productivity and allowed for fast, accurate decision-making. The result: 98% certification of successful shift changes. Nine developed an app to simplify the typically tedious process of incident management. It brings the right stakeholders together at the right time in one Slack channel. Nearly 600 incidents have been coordinated via the app with approximately 14,000 staff members. Servos built an app that allows users to report missing people and request critical help in emergencies such as hurricanes and other natural disasters. More than 12,000 people have used Servos to help save lives and provide emergency response teams with exact location information. Skybox Communications’ app streamlines workflows by automating processes for contact center agents and creates personalized customer interactions. It increased productivity for more than 3,500 end users. University of Toronto Mississauga’s app has changed the nature of remote service for students and staff at the university. Students receive a response to their questions in one to three days versus the prior timeline of 14 days minimum. Fast responses and limited follow-up have resulted in nearly $775,000 in savings in one year. The App of the Year Award goes to University of Toronto Mississauga, whose app offers students six levels of remote service and streamlines the workflows of more than 60 staff members. “As a manager, ticket requests, customizable dashboards, and reports have changed the game,” says a manager of student recruitment communications at the university. “At a glance, I can help with other tickets, and we’re measuring performance like never before.”“It’s great to see how a ‘self-serving’ model has been implemented that saves staff—people on the phone to take down requests or read emails sent by students,” says a contest judge. “I also like the reports and dashboard created for analysis.”Congratulations to the winners and finalists! The impact is inspiring. I look forward to seeing what our customers and partners come up with next.Get a free developer instance and start building.
LIKE.TG earns Fortune 500 recognition for second straight year
We’ve done it again! On behalf of LIKE.TG Chairman and CEO Bill McDermott, our executive leadership team, and our board of directors, I’m thrilled to announce that LIKE.TG has secured a spot on the prestigious Fortune 500® list for the second year running. We’re honored to be part of an elite group of the largest, most influential companies in the United States.Since our initial public offering in 2012, LIKE.TG has outperformed the market and operated at a sustained rule of 50+, also quadrupling our market cap in the last six years. In 2023 alone, we rocketed to an impressive $10 billion in cumulative annual contract value, which few software companies have ever realized.Highlighting our bright future, we also grew our remaining performance obligations, essentially our total backlog, at a constant currency compound annual growth rate of 29% over the last four years to $18 billion in 2023. This was bolstered by the success of our first set of generative AI (GenAI) solutions, Now Assist, which quickly became the fastest-selling new product in LIKE.TG’s 20-year history.Our success isn’t an accident. It takes intention and a disciplined approach of dreaming big about where we want to be in three, five, and even 10 years—and what it takes to get there. Our values remain the driving force behind our achievements. LIKE.TG’s 24,000 employees continue to be hungry and humble and ready to wow our customers every day.The journey to business transformationJust two decades ago, LIKE.TG founder Fred Luddy set out to improve the way work gets done, solving mundane IT problems through automation. It’s a vision that has both sustained and expanded our ambitions. We’re now 8,100-plus global customers strong, and we continue to build on Fred’s vision as LIKE.TG impacts every corner of the enterprise.You see, AI is only as powerful as the platform it’s built on. LIKE.TG is the AI platform for business transformation made for this moment. We harness the power of customer and business data to deploy AI throughout an organization. This means people are freed from mundane work to focus on what really matters: business impact.Bill McDermott has said, “We’re putting AI to work for people. We’re fundamentally changing the enterprise software industry, and we’re doing that because it needs to be disrupted. It’s a half a century now of doing things in a similar fashion. This is the time for exponential change. We integrate with the past. And we create the future.” Our winning mindsetLIKE.TG has the ambitious goal of being the defining enterprise software company of the 21st century. And we are well on our way.Our industry-defining innovation is driven by the best product and engineering talent in the business. LIKE.TG employees lead through our People Pact to fulfill our purpose together by making the world work better for everyone. This has made LIKE.TG a major destination for top talent.In the last year alone, LIKE.TG received more than 1 million job applications. We were also recognized with 35 workplace awards, including Fortune 100 Best Companies to Work For and Fortune World’s Most Admired Companies, and we ranked No. 5 overall on the American Opportunity Index.I’m more optimistic about LIKE.TG’s future than ever. We’re a winning company because of our culture of innovation and the people who bring that vision to life every day. This ranking is truly a hallmark of our shared success. As Bill would say, we’re just getting started!Join a Fortune 500® company. Explore LIKE.TG careers.From Fortune ©2024 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune 500 are registered trademarks of Fortune Media IP Limited and are used under license. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse the products or services of, ServiceNow.
LIKE.TG Earns G2’s Leader and High Performer Badges in Spring 2024
We’re excited to announce that LIKE.TG has once again been recognized for its exceptional customer service software by G2!In the Spring 2024 Grid® Report for Help Desk Software, LIKE.TG secured a Leader badge, and in the EMEA Regional Grid® Report for Help Desk Software, LIKE.TG received a High Performer badge.These prestigious recognitions from G2 are a testament to our unwavering commitment to providing our customers with top-notch services and solutions. About G2G2 is the go-to website for businesses and users seeking reliable software reviews and insights.Through peer reviews, ratings, and detailed comparisons across various categories, G2 offers an unbiased platform for over 90 million users annually to discover, research, and review software.G2 awards badges to companies that excel in performance, customer support, and satisfaction quarterly, acknowledging their achievements in these crucial areas.The Leader badge: leading the way in customer service solutionsLIKE.TG has been ranked as a Leader in the Grid® Report for Help Desk Software in Spring 2024.Receiving this badge for a second quarter in a row solidifies our place among the top-rated help desk solutions in the industry, based on real user reviews and market share data.We believe we have earned this recognition for our:User-friendly interface, making it easy for both agents and customers to navigate the platform.Feature-rich functionality, providing a comprehensive suite of tools to streamline your customer service operations.Exceptional customer support, ensuring you always have the resources and assistance you need to get the most out of BoldDesk.The High Performer badge: A reflection of user satisfactionThe High Performer badge highlights products that consistently receive positive user reviews.Being named a High Performer in the EMEA Regional Grid® Report for Help Desk Spring 2024 validates the positive experiences our users have with LIKE.TG as their customer support solution.What sets LIKE.TG apartAt LIKE.TG, we understand that exceptional customer service is the cornerstone of business success.That’s why we go above and beyond to equip businesses with a comprehensive suite of features that enable them to deliver seamless, efficient, and personalized customer experiences.From ticket management and omnichannel support to automation and analytics, LIKE.TG provides you with all the resources your customer service team needs to thrive in today’s competitive landscape.Here’s what some of our users had to say about our sophisticated help desk software:“[From] email chaos to an efficient ticketing system.”“Cost-effective support system.”Thank you for believing in us!We extend our heartfelt gratitude to all our customers who submitted reviews and continue to help us shape LIKE.TG into the best customer support solution.Your trust, feedback, and advocacy are the driving forces behind our journey, and we are deeply grateful for the opportunity to serve you.Together, we will continue to raise the bar and push boundaries to exceed your expectations.Ready to see what LIKE.TG can do for you?We invite you to explore our features and see for yourself why LIKE.TG is a leader in customer service software.Schedule a 30-minute live demo to see how LIKE.TG can help revolutionize your customer service, or sign up for a 15-day free trial today! Please contact us if you have any questions—we would love to hear from you.
LIKE.TG Earns G2’s Leader, High Performer, and Users Love Us Badges in Winter 2024
We’re thrilled to announce that LIKE.TG has been recognized for its exceptional customer service software by winning several prestigious G2 badges in the Winter 2024 Grid® Report for Help Desk Software!This recognition from a trusted source like G2 is proof of our ongoing commitment to empowering businesses to deliver the best customer service possible and providing exceptional value to our users. About G2G2 is a prominent platform for software and service reviews. It helps businesses and users find the best software solutions based on peer reviews and ratings.It provides insight into various products and services across different categories, helping users make informed decisions.The platform features current, unbiased reviews, comparisons, and detailed information about software, making it a valuable resource for those seeking reliable feedback before purchasing or adopting new tools.Users can explore G2’s extensive database to assess the performance, features, and user satisfaction of various products and services.Take a look at the recognitions we’ve received from G2LIKE.TG has been showered with love from our users, helping us achieve several G2 badges in the Winter 2024 rankings:G2 Leader: LIKE.TG has been ranked as a Leader in the Grid® Report for Help Desk Software Winter 2024. Receiving this badge places us among the top-rated help desk solutions in the industry, based on real user feedback and market share data.G2 High Performer: Being named a High Performer in the EMEA Regional Grid Report for Help Desk Winter 2024 is a testament to users’ satisfaction with LIKE.TG as their customer support solution.G2 Users Love Us: This prestigious badge signifies that LIKE.TG has consistently received high ratings on G2 from customers. It validates our efforts to create a product that helps businesses build precisely the help desk solution they need.What makes LIKE.TG a leader?We believe our success stems from a combination of factors:User-focused design: LIKE.TG offers a simple and intuitive interface that lets users of all technical backgrounds create, manage, and utilize the platform effectively.Comprehensive features: From a robust ticketing system, to powerful knowledge base functionalities, to seamless integrations, help desk automation, and advanced reporting tools, LIKE.TG provides a comprehensive suite to streamline your customer support operations.Exceptional customer service: Our dedicated support team is passionate about helping you succeed. We offer responsive support and valuable resources to ensure you get the most out of BoldDesk.A heartfelt thank you!We are incredibly grateful for the reviews shared on G2. Our amazing users provide invaluable feedback, making these awards possible and guiding what we do next in BoldDesk.These G2 awards serve as a powerful incentive for us, and your validation is a profound source of encouragement.Ready to join the LIKE.TG community?Start your free trial today and experience how LIKE.TG can help you streamline your help desk operations, empower your support team, and ultimately delight your customers!You can also book a live demo to see the transformative impact LIKE.TG can have on your customer support. If you have any inquiries, don’t hesitate to contact us—we’re eager to connect with you.
LIKE.TG EMEA Partner Summit awards 2019 and the winner is…
First we had the Golden Globes, then came the Baftas and the Oscars. Then, just to keep the glitz and glamour of award season going strong, LIKE.TG hosted its annual partner awards ceremony as part of this year’s LIKE.TG EMEA Partner Summit 2019.Staged in the Catalan capital city of Barcelona, LIKE.TG is driving forwards with a renewed effort to create a vibrant and world-class partner ecosystem that enables and accelerates our growth.LIKE.TG’s partners are a diverse and vibrant group of professional organisations who drive digital transformation agenda and valued business outcomes for their clients. From large global systems integrators and strategic outsourcers through to organisations operating in specific industry verticals or solution areas, LIKE.TG’s partners share a common thread in terms of their commitment to accelerating customer success and driving the realisation of our customers desired business outcomes.This year’s LIKE.TG EMEA Partner Summit 2019 winners included the following luminaries.EMEA IT Workflow Partner of the Year: FujitsuThis award recognises Fujitsu’s commitment to delivering extremely high standards to its customer success charter and digital transformation strategy. In 2018, the company set the benchmark for large-scale training and broad coverage of the LIKE.TG portfolio.EMEA Employee Workflow Partner of the Year: DevoteamThis award recognises the huge impact that Devoteam has made within the Employee Workflow space, creating new, people-focused solutions that enable employees across businesses to communicate, store, share, collaborate and much more.EMEA Customer Workflow Partner of the Year: AccentureLIKE.TG’s Customer Workflow offerings were the foundation of the biggest EMEA joint wins with Accenture. Accenture’s domain expertise around customer service provided the innovation as LIKE.TG customers looked to transform the way they were delivering customer service.EMEA App Development Platform Partner of the Year: WranguThis award recognises Wrangu’s significant contribution in EMEA, achieving the top Annual Contract Value in 2018.EMEA Service Provider Partner of the Year: AtosDuring 2018, Atos expanded its LIKE.TG footprint with some flagship accounts and complex, but highly rewarding wins. Its increased technical capabilities in-house and updated LIKE.TG outsourced platforms also made the company stand out. Notably, Atos also unveiled a new market offering to deliver secure hybrid cloud, machine learning, and collaboration solutions for the enterprise, all of which are underpinned by the NOW Platform™.EMEA Accelerated Growth Partner of the Year: CrossfuzeWith its innovative Smart Launch services package, Crossfuze UK&I grew its business more than six times in 2018, helping to accelerate Commercial and Named account acquisition.EMEA Digital Transformation Partner of the Year: DeloitteDeloitte has delivered notable flagship transformation programs across EMEA within IT, employee and customer workflows, with Client Transformation underpinning the company’s LIKE.TG practice growth in 2018.EMEA Industry Solutions Partner of the Year: DXCThis award recognises DXC’s outstanding industry-focused go-to-market strategy and expertise, which drove successful joint business with LIKE.TG in EMEA in 2018 across industries such as healthcare, manufacturing and energy.EMEA Partner of the Year: AccentureAs LIKE.TG’s EMEA Partner of the Year for 2018, Accenture holds the top spot in terms of influenced Annual Contract Value and LIKE.TG Practice practitioners in EMEA. Its commitment and investment in LIKE.TG are anchored on a tightly aligned, joint multi-year business plan that drives innovation and positive business outcomes for mutual clients.
LIKE.TG EMEA: Shaping a cloud platform release
The Now Platform® Washington, D.C., release is here with exciting new features, including Platform Analytics and new AIOps experiences. These and other innovative capabilities are designed to help organizations boost productivity and accelerate time to value.A project like the Washington, D.C., release requires contributions from multiple teams in multiple regions. LIKE.TG employees in Europe, the Middle East, and Africa (EMEA) who helped shape the cloud platform release share how they collaborate on a global scale, how some of the features and enhancements came together, and how customers can benefit.Unified analytics experienceAny platform release is “a collaborative effort on a huge scale,” says Ramya R., senior manager of software quality engineering, who joined LIKE.TG 11 years ago as one of the first quality engineers in Amsterdam. Today, she manages a team of 16 in the Netherlands and Israel.“There were many individual contributions and moving parts, which all had to come together seamlessly,” she adds. “That’s where my team came in.”The team was tasked with ensuring Platform Analytics was completely integrated and worked as it should to create a unified analytics experience. “Now, there’s a single page where users can navigate, share information across roles, and create visualizations seamlessly,” Ramya says.“We tested this rigorously, making sure that where there were inconsistencies or roadblocks, we were the ones to find them and pass them on to the relevant teams for resolution before they made it into the final release,” she adds. Improved incident managementThe Washington, D.C., release includes numerous enhancements to our IT Operations Management (ITOM) product by our teams in Israel. Noa P.G., a software engineer on one of the most diverse teams in the Israel office, worked on the new alert automation feature. It provides context around events and alerts to help operators make informed decisions and accelerate resolution.“It sounds highly technical, but at its core, it’s about giving the customer a more targeted and efficient Event Management strategy to improve incident management,” Noa says.She and her team strive to consistently improve how the platform works. “Even if something is good, we ask, ‘Could it be better?’” she explains, adding that her team is using customizations inside the user experience improvements frame.“The higher level of customization in Washington, D.C., means the customer has more control over their incident management strategy—and ultimately more freedom.”Increased alert visibilityShay C., manager of software engineering in Israel, oversees a team of six developers and two quality engineers. They started working on the Washington, D.C., release at the end of 2022 to develop and improve Service Operations Workspace in partnership with the IT Service Management team.“Put simply, we were working to make the platform more intuitive,” Shay explains. He and his team succeeded in developing an AIOps feature called Express List.“In the past, customers had visibility over their alerts via a list page and alert records,” Shay explains. “But for those dealing with multiple alerts, it was a lot of wasted time traversing back and forth to grasp required information.”Express List gives customers greater insights into the relationships among any given group of alerts.“It essentially creates an all-in-one diagram for them, which wasn’t the case in previous iterations of the platform,” Shay says. “It fills in any gaps in knowledge so the customer doesn’t have to. In this way, it’s simpler, it’s more intuitive, and it makes life easier for customers, which is always the goal. Accelerated anomaly detectionThe Metric Intelligence team spends most of its time improving anomaly detection within the platform. The team’s work on the Washington, D.C., release helps make it easier for customers to identify and understand anomalies within their operations.“LIKE.TG caters to customers with highly complex operations, including multiple servers, services, devices, and processes,” explains Matan G., another software engineer in Israel. “If something goes wrong, it can often be hard to identify whether it’s a single anomaly or if there’s a wider trend that needs to be addressed.”The enhancements in the latest release give organizations better insights into similar or consecutive anomalies, as well as the option to keep an alert open for as long as necessary. This new level of customization provides increased visibility, which can result in better resolution.“Across Metric Intelligence, we work with software engineers and data scientists who play a vital role in building the algorithms we implement,” Matan says. “It’s great knowing we’re all contributing to a global effort, improving the platform in a way that benefits customers all around the world, not just in EMEA.”Join us to make the world work better for everyone. Explore LIKE.TG careers.
LIKE.TG employees are thriving in the new world of work
At LIKE.TG, we’ve adjusted to the changing times, encouraging our employees to work in the most efficient and safe ways available to them to embrace the new world of work. We’ve embraced the distributed work model.Three of our global employees are proving it’s possible to adapt to new working environments and thrive—no matter where they are. Their jobs have impacted their personal decisions to work remotely full time, in the office full time, or a hybrid of both.[We’re hiring. Explore LIKE.TG careers.]Full-time remoteAfter welcoming a baby boy to their family, Commissions Manager Rohit S. and his wife searched for childcare. Finding a nanny in the wake of the COVID-19 pandemic proved difficult. So, Rohit explored ways to balance his work responsibilities with his family’s needs.Rohit’s job, leading the sales commissions team in Hyderabad, India, is conducive to working remotely. He can effectively perform his daily responsibilities without regularly visiting a LIKE.TG workplace. As a result, Rohit considered moving his family to West Bengal, where he and his wife both had extended family who could help take care of their son.“We need to provide the child with a loving and caring environment, so I discussed moving remotely full time with HR and my manager,” Rohit says. “They were very supportive.”Rohit and his team have been successful working from home over the past two years, so he’s confident he can continue to make his remote arrangement work—for everyone involved. It allows for more flexibility and results in greater productivity.“Working [remotely] is a great privilege,” he says. “We save a lot of time not commuting, because here traveling is a big deal. The time we are saving by not commuting allows us to get more work done and support our families. This blend is one of the best examples of work-life balance.” Hybrid work environmentCristen P. is based in San Diego and splits her workdays between home and the office. A people partner manager, Cristen has been with LIKE.TG for just over a year and was onboarded remotely. In her role, which involves serving employees (her customers), she feels it’s best if she goes into the office part time. Her boss supports this.“She told me, ‘I think it's beneficial for you to be in front of people,’” Cristen recalls. Her manager is “like a mentor to me, so she has my best interest in mind.”Cristen’s flexible work arrangement allows her to do the things she loves, such as riding her bike. She lives about 30 minutes from the office, so she can’t cycle to work. But she hauls her bike to the office whenever she can.“If I get to work early, if it's quiet, and I don't have meetings, sometimes I’ll just put my phone in my pocket and I’ll go on a bike ride,” Cristen says. “After, I’ll check in and then do some work until 7 or 8 pm. I love that there's that flexibility and it's quieter.”The flexibility has helped Cristen’s mental health. “It provided some structure for me because we were at home and things started to get a little repetitive,” she explains. “Dressing up to go back to work started to feel nice—to switch up my routine a little bit.”The office also provides space for Cristen to collaborate with and be inspired by her teammates, to ensure employees and customers are successful.In October 2021, LIKE.TG announced a 30-day work from anywhere benefit (conditions apply). Cristen says the Pacific Northwest has been on her mind since the announcement. “I have family in Portland and Seattle, so I think at some point...I’m going to take advantage of this. I’ll get to hang out with my family and make a mountain bike trip out of it.” Full-time in officeFor Workplace Services Site Lead Cinthya S., work hasn’t slowed down since the pandemic. Because Cinthya is the only one who manages the office building in New York City, she generally needs to be in the workplace each day. But there are some days she still works from home.Her job is important to the lifeline of the office because she’s responsible for keeping the New York workplace up and running. She’s also raising two young children who are learning from home. How does she do it? Through hard work and support from her manager.“I feel this is the first time that I’ve ever had a supervisor show understanding,” Cinthya says. “He checks in on us almost every week and is constantly finding new ways for us to get work done remotely when there are days I can’t go into the office and have to work from home.”What does a typical week in the office look like for Cinthya? “Mondays are usually my busiest days, because I do a lot of office maintenance, such as updating our playbooks and completing health assessment scores,” she says.“Tuesdays and Thursdays are when I have most of my work calls. My boss and I meet a lot of talk about return-to-workplace phases, to make sure everyone knows what’s going on and has proper and clear communication.”LIKE.TG gives employees what they need to be successful, including a flexible work environment that contributes to high productivity across the company and around the globe.Embrace the new world of work at ServiceNow. 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LIKE.TG employees step up to help in the wake of Germany floods
In July 2021, Germany experienced some of the worst flooding ever. Areas in the North Rhine-Westphalia and Rhineland-Palatinate states were pounded by 148 liters of rain in 48 hours, The Guardian reported. Normal July rainfall for the area is 80 liters.The narrow Ahr Valley region was hit especially hard. With few exit points, floodwaters rose quickly in the district, reaching a height of 9 meters in some areas. The scale and speed of the flooding was overwhelming. Rising waters knocked out siren systems, the internet, and other utilities, making it hard to notify those in danger and to send help.“It was like a war without bombs and armies. So much was destroyed—streets, motorways, supermarkets, everything completely flooded. Some families lost everything, including their homes,” notes Jens K., a senior advisory solution consultant at LIKE.TG and a resident of another area struck by flooding. “The worst-hit areas were completely decimated.”Jens was one of the luckier ones. His home was only 400 meters from the devastation—saved by a local dam. Because of his proximity to the scene, Jens joined many others in a first wave of help. They pumped out water, took supplies to the affected, and rescued documents from floodwaters.“It’s very different on the ground to what you see on TV,” he says. “There’s an awful smell in the air. You can see the look in people’s eyes when they’ve lost everything. It’s indescribable.”Taking actionMany of Jens’ LIKE.TG colleagues also wanted to help. Markus M., senior principal success architect and culture leader for Germany at LIKE.TG, lives one hour southwest of the flood zone. “I saw it on TV. It was like a bulldozer had smashed through. We quickly put out an appeal for donations and put together a video for our Central European teams to give them an idea of the destruction.”Some team members wanted to travel to the affected areas to help. Immediate circumstances made this far too difficult. “We made a conscious decision not to rush straight to the Ahr Valley but to be part of a second wave of helpers,” explains Andreas W., head of solution consulting for Central Europe.“The initial devastation in a disaster area is not suitable for a huge influx of people. Services are stretched, infrastructure is at capacity, and so on. We wanted to wait until structures were more organized so we could ensure our help was as effective as possible and didn’t get in the way of the appropriate emergency services.” From keyboards to hammer drillsOver the next four weeks, the LIKE.TG team coordinated across Germany via instant messaging to formulate a solid plan. “At first, we created a small group just to share information,” says Anett P., a business process consultant. “But very quickly, we were all discussing how we as individuals could help in person.”The group divided into specific teams based on their availability to travel to the affected areas. The hard, manual labor they did on the ground was a world away from their usual responsibilities at ServiceNow.“A lot of people in the area use oil heating. When that oil escapes and mixes with water, it’s extremely hazardous. It was our job to clean all that up and safely remove the hazard. So, we were there, hammer drills in hand, for eight hours a day, blasting away rubble. It’s a bit different from my day job,” explains Mathias B., a technical consultant.The optimism of those affected in the flood areas motivated the team. “Despite everything that had happened, many of the locals maintained a positive attitude the whole way through. I spoke to one couple who had recently bought a hotel that had been almost completely destroyed by the flood. They’d lost everything, but they still maintained their sense of humor. I found that amazing,” Mathias says.“It was kind of like COVID didn’t get us, and these floods won’t get us either,” Jens adds about the sentiment he picked up on the ground. “Despite everything that’s happened, it’s a second chance for us, an opportunity to start again.”Company-paid volunteer timeMathias got involved because it was the right thing to do. “Many people want to help, but they just don’t have the time,” he says. “LIKE.TG gives us 20 hours to devote to volunteer work of our choosing, so it was a no-brainer. As for the motivation, well, it’s just human. When Markus and Jens showed the videos of the situation and I got a sense of the power of this flood, I just wanted to help.”Andreas felt the same way. “The kind of damage we saw is not something you can repair just with a few euros. Donation is so important, but at the end of the day, you still need people to go and get their hands dirty. After all, we can’t just expect someone else to do it. We recognized that and wanted to get in there and help out.”The LIKE.TG HR portal made it easy for employees in the area, like Jens, to do more. “I was able to flag on our HR tool that I’m based in the region, and, as a result, claimed an extra two or three days to help out,” he explains.LIKE.TG also helped cover additional costs and material needs. “For every hour we donated, we got $10 to invest in donations to help people on the ground. As for our travel costs, accommodation costs, it was all covered. There was never any question that the business would see to that,” Markus adds.[Get paid volunteer time. Explore LIKE.TG careers.] People powerRecalling the experience, Anett says, “Many of us assume that people aren’t helpful and that they’re not willing to give up their time or their resources to help others. But what I saw is that everyone was willing to help. No one gave up hope. This has really shown me how much power people have.”Markus agrees. “It’s easy nowadays to focus on horror stories because it grabs attention. But I’m an optimist. There are hundreds of people out there helping and have been every single day since these floods happened. We all saw all the banners along the motorway thanking volunteers in the flood zone. And we all felt the positive energy from those in the affected areas. It’s all this that makes it worthwhile. It was a genuinely fulfilling experience.”We're proud of our team members and their volunteer efforts. The crisis in the Ahr Valley—and elsewhere—isn’t over. Visit www.helfer-shuttle.de to see how you can help those affected in the region. Every gesture, from donating to buying local wine, makes a difference.
LIKE.TG employees step up to support medical relief efforts in Ukraine
Providing humanitarian relief to a country at war is heroic work. It’s also incredibly complex. For Germany-based non-governmental organization (NGO) Blau-Gelbes Kreuz e.V. (BGK), delivering life-saving medical kits to Ukraine is an obstacle course of bureaucracy.Complying with local customs, adhering to medical distribution practices, and dodging security risks are just a few of the many detours between supply warehouses and desperate Ukrainian hospitals. That’s why three LIKE.TG employees decided to step up and help simplify.[We’re hiring. Explore LIKE.TG careers.]Providing transparencyStephanie B., a Berlin-based solution consulting manager at LIKE.TG, has been horrified by the escalation of violence in Ukraine, especially the atrocities against women.When a former colleague asked if Stephanie wanted to help strengthen BGK’s volunteer operations, she jumped at the chance. “I was so amazed by all the work these people [at BGK] are doing…It just felt good to be supportive,” she says.Using the Now Platform®, she helped establish a contact-and-demand system for BGK’s communication with Ukrainian hospitals.“I never imagined how complex and difficult volunteer work is,” Stephanie says. “It’s chaos. It’s changing dynamics every day, and they are communicating with thousands of communication channels.”The LIKE.TG management system provided the transparency BGK’s stakeholders desperately needed. “It helps volunteers actually focus on the work,” Stephanie explains. Turning pain into actionAs demands on the system grew, the solution needed additional functionality. That’s when Sascha W. and Hendrik O., two senior technical consultants at LIKE.TG, joined the team of volunteers.For Hendrik, the war in Ukraine hits close to home. “When I first heard about the conflict breaking out, I was in utter shock,” he says. “My sister-in-law is Ukrainian. Her family at that time was still in Ukraine...You were feeling, ‘What can I do?’” he adds.Sascha, too, felt the need to channel his anguish. “Probably like many others, [my reaction] was a mixture of being surprised and shocked,” he recalls. “I felt like I needed to do something.”The LIKE.TG team helped BGK provide shipping labels and delivery documentation to track shipments from the warehouse in Cologne, Germany, to different destinations in the Ukrainian war zone.“Usually, you’d have a nice couple of weeks to do a workshop and stuff,” Hendrik says. “In our current situation, it’s completely different. Time is of such essence.”The time crunch required the team to be more agile, developing a mobile app within a couple of days. “You can think in terms of DHL or Schenker or UPS—what they built over the years to track parcels,” Sascha says. “We did the same thing in a week.”Air rescue initiativeAfter locking down ground transportation, BGK needed to coordinate 250 private pilots to fly these medical kits to the Ukrainian border.“These guys, they’re practically building an airline out of nothing…We’re now helping them with the Now Platform® to get a full allied operations up to speed with flight planning, parcel planning, passenger planning, and all of the logistics and bureaucracy required to announce flights to a commercial airport,” Sascha explains.One of the most rewarding moments for the team was seeing their hard work pay off. At the airfield for one of the first flight departures, Sascha joined the dedicated volunteers in loading medical supplies.“For the first moment in time, it was really tangible,” he says, “seeing that we are making an impact and able to do what we do best for a good cause.”When Stephanie and Hendrik saw the local news coverage documenting the medical kits arriving successfully, they felt humbled. It’s “like you’ve been sitting there working… and now you see the medicine actually getting to Ukraine,” Hendrik says. “It was a really touching moment.”“It felt like, ‘OK, we’re really contributing,’ Stephanie adds. “It felt more real.”Two dozen flights, 20 tons of cargo, and 30 passengers (and counting) later, BGK has provided more than 100 medical kits to Ukraine—enough to save 10,000 lives.Supported by our employees’ solutions, BGK volunteers can concentrate more on their essential, life-saving work, without getting bogged down by the tedium and confusion of logistics coordination.
LIKE.TG enables better experiences with new unified agent solution
As distributed work models become the norm, businesses need to respond quickly and effectively to the demands of their employees, especially when it comes to service issues. Historically, using multiple agents across departments has made it difficult for service and operations teams to access the information they need to resolve employee incidents and requests seamlessly.To solve for this challenge, generate cost savings, and help ensure quick resolution to employee requests, even while remote, LIKE.TG today unveiled Agent Client Collector (ACC). ACC is a unified agent solution that gives teams the ability to capture and monitor data—as well as meet visibility requirements—across software, hardware, and cloud infrastructure.Whereas traditional agents focus on the collection of diagnostic information, ACC goes far beyond that. It allows service and operations teams to automate incident resolution and proactively identify and help prevent service disruptions.For example, a remote employee experiencing IT issues can open an interactive chatbot that connects to a live agent experience. The help desk agent can then use the Live Asset view feature to visualize end-user asset data and collect diagnostic information—without the need to implement remote desktop software. It creates a frictionless employee experience, regardless of where employees choose to work. Powering a nimbler, more resilient enterpriseAccording to IDC, 75% of Global 2000 IT organizations will adopt automated operations practices by 2023 to transform their IT workforce to support unprecedented scale.1LIKE.TG brings together one unified platform, one data model, and now, with the introduction of ACC, one agent to make work flow more seamlessly for IT while modernizing systems and automating processes for employees.Harnessing the power of the Now Platform®, ACC can support various products across IT Operations Management (ITOM), IT Service Management (ITSM), Hardware Asset Management (HAM), Software Asset Management (SAM), and Security Operations (SecOps).Specifically, ACC improves the employee experience and enhances operational resilience by not only collecting diagnostic information, but also automating incident resolution—proactively identifying and helping to prevent service disruptions before they detract from the employee experience. Key features include: Policy-driven monitoring of applications and endpoints reduces dependency on standalone monitoring tools to optimize costs and cut down tool redundancy. Live Asset View provides real-time visibility of an endpoint’s configuration and performance data within an agent’s workspace to assist with troubleshooting. Automation Playbooks for Service and Operations Teams (ITSM and ITOM) empower agents to automate incident resolution to improve the employee experience, while operations teams can manage and run a more resilient business by proactively monitoring problems from on-premises and cloud infrastructure. IT budgets are also under more pressure than ever in today’s economy. ACC’s collection of employee software and hardware data helps optimize operational expenses and investments—freeing budgets so that enterprises can invest in other important priorities. Key features include: Automation Playbooks for Hardware Asset Management (HAM) collect hardware asset attributes and performance data to make better informed investment decisions. Automation Playbooks for Software Asset Management (SAM) collect software inventory and usage data to optimize software license compliance and spend. Ultimately, ACC will increase IT efficiency with a unified agent that helps reduce incident duration and frequency. This allows employees to focus on being productive while providing IT teams with better data to optimize their hardware and software spend. That’s making work, work better for people.ACC is available today, complementing LIKE.TG’s existing agentless technology. Learn more about ACC.1 IDC. (October 2020). IDC FutureScape: Worldwide Future of Digital Infrastructure 2021 Predictions. Doc #US46470820.
LIKE.TG extends generative AI to self-service experiences
Hot on the heels of the LIKE.TG® Generative AI Controller and Now Assist for Search product announcements, I’m excited to announce our latest generative AI product: Now Assist for Virtual Agent. It builds on LIKE.TG’s strategy to embed generative AI across the Now Platform® by helping to enable truly conversational self-service experiences.Virtual Agent already uses intelligence to address user queries with knowledge articles and catalog items. The addition of generative AI will help make responses more relevant and contextual, interpreting a customer’s need to provide a humanlike response. Customers won’t have to slow down to understand where and how to get the help they need—they can get it at the speed of their work and benefit from: More direct responses: Generative AI can provide more direct, clear answers to questions, reducing customer confusion and time to resolution. Now Assist for Virtual Agent is designed to help customers get the specific information they need versus combing through endless article links or search results. Querying general knowledge: Users will no longer be limited to information that’s inside their LIKE.TG instance. They can also ask questions that pull information from outside their organization’s knowledge base with general-purpose large language models such as Microsoft Azure OpenAI Service or OpenAI API. Enhanced conversational design: You can easily enhance your existing conversations or create new ones with generative AI experiences through drag-and-drop functionality to solve user issues and answer questions. The potential in generative AI lies in efficiency and time to value. Agents will benefit from the ability to let Virtual Agent address high-volume issues so that they can focus on the highest-priority cases. Users can rest assured knowing that generative AI is acting in the background as their always-on assistant.Built on a solid, scalable foundationNow Assist for Virtual Agent is built on Generative AI Controller. This underlying technology layer is the core generative AI engine of the Now Platform. It allows organizations to change the way they work, collaborate, and serve their customers and partners—through intuitive, integrated, and conversational AI.Through Generative AI Controller, you can plug into your favorite generative AI tools, such as OpenAI API or Microsoft Azure OpenAI Service large language models.Generative AI Controller eliminates the need to rely on tedious script and code. All you need is an API key, and you can quickly begin to integrate generative AI into your workflows. Users automatically receive capabilities that will help them generate meaningful customer-facing content, such as answers to questions.Because Generative AI Controller is native to the Now Platform, it reduces integration complexity. For customers experimenting with generative AI to see what it can do for their business, this integration is key to providing a safe and supported environment in which to explore.A culture and history of AIAI is nothing new to ServiceNow. We’ve been using it for years to set the foundation for what we’re experiencing today: AI at scale. We have a deep understanding of our customers, their data, their needs, and how generative AI can complement their workflows. Now we’re pairing that with the next logical enhancement: an intelligence layer that can level up the entire customer experience.Technology like Generative AI Controller enhances the entire Now Platform and results in a comprehensive feedback loop, putting more power and precision behind existing AI features and functions. We’re dedicated to responsible AI governance, including data privacy, ethics, transparency, and accountability.The future is happening now. Whether you’re an IT help desk administrator, an HR agent, a customer service agent, or a user, LIKE.TG Generative AI Controller exists to streamline the way you work and make generative AI accessible and impactful across every touch point.Find out more about LIKE.TG generative AI.
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