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Spotlight article

Everything Looks Green From Where You Are Standing

See how digital service operations and AIOps help organisations spot service failure earlier, reduce MTTR and improve service availability.

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Energy and utilities team reviewing AI-supported service and operational data on a digital analytics dashboard.
Knowledge Hub

AI in Energy and Utilities Service Management

AI in Energy and Utilities Service Management

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Utility field engineer overlooking critical energy infrastructure while reviewing service conditions on a tablet.
Knowledge Hub

Reducing Recurring Utility Incidents

Recurring utility incidents can increase customer effort, operational cost and service risk. Stronger problem management, service ownership and evidence help utilities reduce recurrence and improve service stability.

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Energy and utilities team reviewing service improvement priorities on a digital operations dashboard.
Knowledge Hub

Prioritising Utility Service Improvements

Energy and utilities leaders can use service-management scorecards, AI Talos and Value Adoption Services to prioritise the improvements that create the greatest customer, resilience and cost impact.

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Two colleagues discussing work at a table with a laptop in a modern lounge overlooking a city at night
Blog

AI Is the Exam Your Organisation Hasn't Revised For

AI exposes gaps that organisations have been able to work around for years. See why trusted data, agreed processes, ownership and standards matter before AI can act across shared services.

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Customer service adviser, field engineer and service manager connected through a digital workflow in utility operations.
Knowledge Hub

Reducing Hand-Offs in Utility Operations

Utility operations slow down when ownership, evidence and workflow visibility are unclear across customer, field, outage, supplier and service teams.

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Rocky Mountain landscape beneath a wide blue sky during the journey to ServiceNow Knowledge
Blog

What Did Your Shared Services Programme Actually Change?

Bringing HR, finance, procurement and IT together is only the start. Explore how service management can connect shared services around business outcomes, ownership and cross-functional delivery.

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Utility engineer reviewing asset and configuration data beside energy infrastructure with digital service dependency links.
Knowledge Hub

Utility Asset Visibility for Energy Resilience

Energy and utilities organisations need better asset and configuration evidence around critical services to improve resilience, incident response, change governance and cyber-physical risk prioritisation.

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Utility field engineer and technology lead review digital service information at an electrical substation during a CIS modernisation programme.
Knowledge Hub

Utility CIS Modernisation and Service Readiness

Reduce utility CIS modernisation risk by strengthening release readiness, service ownership, customer operations, integration controls and post-release evidence.

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Utility customer operations team reviews customer journeys, repeat-contact patterns and service workflows to identify avoidable cost-to-serve.
Knowledge Hub

Reducing Utility Cost-to-Serve Through Service Management

Reduce utility cost-to-serve by identifying avoidable customer effort, repeat contact, weak digital containment, fragmented workflows and unclear service ownership.

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Utility operations team reviews service management metrics across customer effort, outage response, resilience, asset coverage and change performance.
Knowledge Hub

Energy Service Management Metrics: What Utilities Should Measure

Energy service management metrics help utilities connect customer effort, outage response, resilience and change performance into one evidence-led view for prioritising service improvement.

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Utility modernisation lead reviews release-readiness data and project documents in an office overlooking power infrastructure.
Knowledge Hub

Utility Change Management for Safer Modernisation

Reduce utility change risk with stronger release readiness, service ownership and operational controls across cloud, CIS and platform modernisation.

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Utility operations team monitors IT and operational technology systems beside an electrical substation.
Knowledge Hub

IT/OT Resilience for Critical Utility Services

Strengthen IT/OT resilience with better asset visibility, incident discipline, control evidence and change governance across critical utility services.

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Utility control-room operator and field engineer coordinate outage restoration while crews work on overhead power lines.
Knowledge Hub

Improving Utility Outage Response: How Service Management Helps Restore Faster

Improve utility outage management with stronger incident playbooks, field coordination, swarming and measurable service-management controls.

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Utility customer using a laptop at home beside a smart meter, with a customer service adviser visible in the background.
Knowledge Hub

Reducing Customer Effort in Utilities

Reduce utility customer effort with better digital front-door governance, fulfilment workflows and Fusion GBS service scorecards.

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Insurance change governance team reviewing release performance dashboards and service stability plans in a modern office.
Knowledge Hub

Insurance Change Governance to Reduce Release Incidents

Reduce release-related incidents in insurance with stronger change governance, release readiness, service ownership and evidence-led risk controls.

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