More and more companies are looking to centralise IT & Business support to provide assistance to users throughout their day.

This change is often packaged as a ‘follow the sun’ approach or ‘around the clock’ support.

Global Support

Essentially Businesses want to make sure they can cover the needs and issues that may occur, which could impact the delivery of their services or the manufacturing of goods etc.

Businesses want to make money. That’s not to say that organisations don’t exist for the moral good or to improve the lives of millions.

It means that all organisations want to be more efficient, reduce waste and increase productivity.

Even if an organisation is a ‘not for profit’ entity. The services and value they bring can be maximised when inefficient models or dated processes are replaced.

Business Report For Efficiency

Recently we’ve been discussing this need with a number of organisations, especially ones providing services to multi-language users, spread globally.

Multi-Language Support

If an organisation has to support foreign users in different locations, how can they do it?

  1. They can employ the services of agents who can speak this language.

This is a useful approach in some situations but in others, it can be cost restrictive or totally impractical.

Support Examples –
  • A Service Desk supports many different languages during 1 shift. Each enquiry could be one of 5 or 6 languages.
    • This becomes difficult to plan for and even harder to have the people with the ability to cover so many languages. Meaning they are often, under or overstaffed. Each affecting the services and financials
  • The Service Desk supports many different topics and skill subjects
    • The organisation might be able to cover the language aspect, but having agents who can speak the language and provide the specific support required for a complex subject, is a different situation.

Possible Solutions –

Portuguese Service Portal

Consider an alternative, which follows this process :

  1. Users read knowledge articles, raise requests and create incidents or cases in their own language.
  2. Support desks receive information in their own native language, with original messages being translated in transit.
  3. Support agents deal with the concern and send a translated message back to the user to remedy the issue.

This is similar to the solution implemented by Exide Technologies on ServiceNow (Case Study).

The result was a service that could be delivered in multiple locations during normal working hours and then moved to two locations during the evening.


This approach allows a company to –

  • Reduce the costs of unsociable working hours
  • Remove the need for unnecessary rotas and work schedules
  • Allows the team working the evening shift to support multiple countries in the same time zone.
  • Increase self-service

Translations can have a huge impact on the level of service an organisation is able to offer, including an improvement to the end user experience and cost reductions.

This is a frequent topic for discussion, with a number of organisations. All keen to improve localised support; with the use of translations for existing technology.

Translation Solutions Include –
  • Translated Service Portals and Knowledge Articles
  • Translated Requests
  • Translated Case Management for; Incident Management and Customer Service
  • Translated Chat and Instant Messages

These are all possible and can completely revolutionise the support provided by an organisation to end users.

Translation can certainly make the world a smaller place, seemingly at least.


An accredited ServiceNow Partner who has been working with the platform since 2010.  Get In Touch