Christopher Morgan

Christopher is a software engineer who accidentally became an expert in IT Service Management. He's worked previously for Hewlett-Packard, ServiceNow, Cherwell, and EasyVista. "Captain Morgan" lives in San Diego, CA.
Find me on:

Recent Posts

4 Reasons to Deploy a 311 System

Posted on May 16, 2017

3-1-1 systems allow citizens to interact with their local governments, find information, and make requests.  The term comes in the shadow of 9-1-1 Emergency Request systems, but focuses on...

Continue reading

Don't Make the Mistake of Skipping ServiceNow's Knowledge 17

Posted on March 06, 2017

ServiceNow's annual user conference, Knowledge, is coming up very quickly.  If you don't have plans to attend yet, you better get on it or you're really going to miss out.  I've missed some...

Continue reading

6 Great Customer Support Responses

 

We've talked before about using ServiceNow as a complete Customer Service Management platform.  You can't forget, however, that any successful solution encompasses People, Processes, and...

Continue reading

Get in on the Fake News Game

It seems like everyone is talking about "fake news" anymore.  I seriously don't think you can turn on the actual news on the TV, read articles online, or visit web forums without the mention of...

Continue reading

Using the ServiceNow Store with EXPRESS Edition

 

Continue reading

When Is CRM Not CRM?

I've noticed a trend recently in which organizations are talking about updating or implementing a new Customer Relationship Management (CRM) system.  I think real CRMs area great and an absolutely...

Continue reading

4 GRC-IT Techniques I Learned at SKO

I've just returned from ServiceNow's annual Sales Kick-Off event, or "SKO".  This annual conference serves as both internal sales training to the ServiceNow team and as a training and networking...

Continue reading

How Effective Are Your ServiceNow Dashboards?

At Stave, one of the things I think is great is when I get to see a portal site one of our customers has developed using CMS+.  CMS+ is designed to build responsive portals in ServiceNow faster...

Continue reading

Video Introduction to the Shared Services Model

This video introduction to the Shared Services Model of service fulfillment and delivery used by modern enterprise businesses, shows the concepts of creating a centralized system of engagement for...

Continue reading

Who Loves Doing Army Equipment Layouts?

When I was serving in the U.S. Army, we had these events called "equipment layouts."  This entailed everyone taking all his stuff, and the unit's stuff from wherever it might be kept and putting...

Continue reading