The CEM tool in ServiceNow is just something to keep you busy and something you can get in trouble for if you don't enter your time. They use it under the guise of wanting to know what you're working on. But when you're assigned to one customer and bill your time in GPS against that customer, you know what I'm working on. The kicker on this tool is that you can't show more than 40 hours in a week against it. God forbid you actually show real hours you work, then there might be a lawsuit to pay management overtime!! It's just a time waster, and honestly, they don't track it. I didn't hear any issues until the end of the year, when I had a gap in time on the tool.
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The whole process of CEM doesn’t make sense.. apparently I missed a few weeks and apparently nobody knew until a report was pulled last week… for the year!!! Why have people do this stupid thing and never pull a report?? I guess they were more concerned about pulling badge swiping and network time reports!!
CEM = What can AT&T outsource. They want to know what is being worked on so they can move the tasks to a contractor. Started with OTIS for Service Management.