Learn More | Customer Success Stories

The ServiceNow platform has provided us with the visibility of the different IT requirements and requests each business unit may need and has enabled us the be able to service this demand within our organization with a global approach.

"This was a cultural change for IT."

ServiceNow is a perfect complement to our IT transformation efforts," said John Whitlow, Addleshaw Goddard Head of IT. "To evolve IT we needed a cohesive platform for efficient process automation and ServiceNow delivered. The implementation exceeded our expectations and user adoption has been straightforward. Staff feedback has been extremely positive.

The enterprise must embrace the consumerisation of IT and social interaction tools in order to attract the next generation of workers... It's not just technology that's changing; it's people and society itself that's changing alongside this new online world and how they interact with people and it's in this context that our new employees are entering the workforce today.

After years of using disparate Lotus Notes apps to manage IT, Agropur began to consolidate and modernize with ServiceNow. Most companies start by implementing applications like incident and change management, but Agropur took the road less traveled, a road that led the company to significant benefits.

BSH Bosch and Siemens Home Appliances Group focuses on IT service management from the cloud

Are there features of ServiceNow we will never use? Hard to say to be honest as we are still learning what it can do and how powerful it is. Project management, timecards, HR, SDLC and Business Service Management are all things we may utilize in the medium term. We just don't know but I would say never say never to anything!

We conducted visits to existing ServiceNow customer sites, most of the time without anybody from ServiceNow in attendance. We thought that a company that allowed prospects to talk to potential customers in such an open and honest way obviously had nothing to hide, and we learned a lot in these site visits.

At Broward Health the CIO has a motto: IT is an enabler. When an IT team supports more than 30 health care facilities, they have to go beyond the usual IT tasks and enable doctors, pharmacists and nurses to do their job more easily. Broward Health selected ServiceNow for service management, mature their ITIL processes and extend the value of automation across the enterprise.

Founded in 1905, C.H. Robinson is one of the world's largest third-party logistics (3PL) providers, with more than 10,500 employees and gross revenues of more than $11 billion. The company provides freight transportation and logistics, outsource solutions, produce sourcing and information services. Their worldwide offices in North America, South America, Europe, Asia and Australia serve more than 42,000 customers.

Career Education owns colleges, schools and universities on 90 campuses in North America and Europe, with online, on-ground and hybrid learning programs for more than 75,000 students around the world.

I have been in IT for about 12 years and have done some development work. Although I am by no means a hardcore developer, I was able to put together a custom ServiceNow application pretty quickly. My takeaway from the project – and what I want to convey – is that there is no need to be intimidated by the prospect of custom work within ServiceNow.

CWT is a global leader specializing in business travel management as well as meeting and events. CWT serves companies, government institutions and non-governmental organizations of all sizes in more than 150 countries and territories. By leveraging both the expertise of its people and leading-edge technology, CWT helps clients derive the greatest value from their travel program in terms of savings, service, security and sustainability.

The move to an efficient and capable ITSM platform provides us with tangible benefits and aligns our processes with the company's vision of delivering a superior experience to customers and staff alike.

ServiceNow will be instrumental in automating our service architecture and ultimately helping our physicists focus on their jobs. We look forward to bringing additional departments and business services on board as well.

CoreSite, a national provider of powerful, network-rich data centers and interconnection services, chose ServiceNow as a key component of a technology transformation initiative to enhance its customer-facing and support systems.

The DoE chose ServiceNow because it projected that using the cloud-based ITSM service would save 40% over the cost of upgrading its BMC Remedy ITSM software.

ServiceNow is easy to administrate and provides flexibility in screen layout, workflow, application and module modifications and development. Departments outside of IT are excited about being able to offer their services on the Service Catalog. Fruition Partners provided the technical expertise to assist us in a successful implementation and ensured that the development was a collaborative effort.

Following a de-merger from TABCORP, Echo Entertainment realized that it had only a few months to select and implement a new ITSM tool. ServiceNow allowed the team to consolidate disparate systems and SharePoint tasks into a centralized, consistent portal for management of service, asset, incident and change. The result: Echo achieved rapid IT service management maturity across its 120 IT staff members in support of 2500 workstations and almost 8000 employees across Australia.

Emory won the IT Service Management (ITSM) award for Project of the Year! The award was for our unique implementation of ServiceNow and the way we were able to set aside local differences to create a community of good practices that we all share.

ServiceNow helped improve our IT services throughout the organization by supporting our ITIL processes.

Enterprise Holdings began an IT service management (ITSM) enhancement effort and turned to the IT Infrastructure Library (ITIL) standard to guide process improvement. Enterprise was able to simplify process complexity and automate process delivery using a SaaS-based ServiceNow interface.

IT today is not the same as it was just a few years ago. The pace of change is staggering and it is good to see IT organisations generally focused on business outcomes and serving the real needs of people. To me IT 3.0 is defined by the consumerisation of IT, cloud services, the mobile worker, and 'always on' security. We are not far off from a realisation of this vision.

Vicky White, Fermilab's chief information officer, discussed the organization's approach to SaaS. The lab's initial foray into SaaS, under somewhat trying circumstances, has since evolved into broader adoption.

[the new ServiceNow applications] are fantastic additions and ServiceNow is helping us transform the way FirstCare IT works.

ServiceNow has helped the mutual insurance company deliver better business and IT service automation.

...our biggest key performance indicator (KPI) is first-line resolution. Two years ago, we took 57,725 calls and emails, with an average first-line resolution of 24%. Last year, we took 65,811 calls and emails, with an average first-line resolution of 28% per month before ServiceNow and 32% after go-live. As of mid-April this year, we have taken over 21,000 calls and emails with an average first-line resolution of 39.04%.

Supporting more than 15 ships visiting 350 ports around the globe, Holland America Line required an efficient and flexible service automation platform that would help the organization reduce manual work and improve compliance visibility while meeting the unique needs of the business.

With the recent introduction of social IT included in the Service-now.com Winter 2011 release, we are actively looking to deploy Service-now.com Live as our enterprise social collaboration tool.

If a service fails or is not functioning effectively, employees will expect to be able to contact someone via social media or our ITSM platform and get assistance.

Service-now.com has been liberating, allowing our IT organization to deliver services to the business we never thought possible before. As one of my team members likes to say, 'Service-now.com is the holy grail of IT.

John Lewis was keen to find something that it could configure to a certain level but not something which it had to reconfigure every 18 months.

We have several other business groups who want to also use ServiceNow. For example, HR has abandoned its PeopleSoft application and wants to use ServiceNow for HR incidents.

In about 3 months, Kimberly-Clark implemented ServiceNow Discovery and CMDB to drive consistency and standards across the enterprise.

L.L. Bean turned to ServiceNow to replace an aging legacy system and within 12 weeks deployed Incident, Problem, Change and OnCall and is expanding into areas including automating CMDB for discovery, employee onboarding, self service and asset management.

Land O'Lakes CIO Barry Libenson this year overhauled an internal software system for handling employee complaints and learned he could save $2 million dollars by training workers more effectively.

ServiceNow's SaaS-based ITSM solution is all about leveraging existing code, configuration, and data so that you can reengineer your business processes without reinventing the wheel.

The finnish Construction company, Lemminkäinen has now automated internal functions HR, marketing and finance with ServiceNow leveraging Symfoni. The solution was originally developed for information management needs based on ITIL best practices.

For us it really came down to the value and vision of ServiceNow. They are unique in their fanatical pursuit of simplicity, from the technology to the user experience. A flexible and intuitive IT platform will be critical in helping us scale our IT services to support our school's remarkable growth.

"Now, we can all work in an environment where everybody sees the same thing. Modules and processes in ServiceNow allowed us to become a distributive service desk, with many locations acting as one entity to improve our efficiency."

Now LMU is using ServiceNow Live, with the rest of the ServiceNow Platform, to replace Yammer and achieve many of their goals for more social and collaborative service management. ServiceNow Live proved to be a valuable real-time collaboration platform during a recent university-wide Apple OS upgrade.

The award-winning entry from Morrison & Foerster used ServiceNow Runbook Automation workflow to automate a company-wide Windows7 migration for 2500 users across 16 offices and three continents. The innovation included automated timing for notifications, scheduled tasks for IT analysts, email archive export/imports, exchange migrations, custom dashboards, inbound email actions, and more. Morrison & Foerster estimates they saved 9840 people hours in this project using ServiceNow automation.

Over the course of the past few years Navigant has been experiencing an explosion in the volume of data that we process in support of our clients - a trend which we fully expect to continue.

NetHope's Shared Services team collaborated in the Help Desk arena using a Software as a Service software tool called ServiceNow. The tool worked well; its cloud-based model allowed for questions and problems to be addressed from any corner of the world. Users needed only an Internet connection to login. In addition, ServiceNow offered many more features beyond the functionality that was being used for the Help Desk. Barry Sanders, global program director of Shared Services, knew this powerful tool could be used in other ways.

The jointly created accelerators provide new ServiceNow users a head start by reducing the setup costs and initial configuration. New NHS service desks can get up and running quicker by using a shared instance saving implementation costs, internal resource cost for quick business value.

NGI wanted a tool that not only supported ITIL processes, but also enabled their employees to access services via a 'self- service' portal and with the help of partner, Symfoni, implemented ServiceNow.

The tool provides excellent out-of-the-box functionality and is easy to adapt to our needs. Integrations are simple, with a wide variety of standard integration frameworks delivered out of the box. The performance has been good and the tool has had no trouble processing the volume needed for our services

'We've been able to take the positive results of our KPIs back to the business units to help drive a change in thinking from the business about IT as an actual partner and not just a cost center." – Garrick Vance, Process Manager, OhioHealth Corporation

Gamification Of The Service Desk: "Gamification" - the application of video gaming and online gaming concepts to business - is a hot topic right now.  The folks at Omnicare in the USA are doing some exciting stuff to improve their customer service.

Rio Tinto division Pacific Aluminium has successfully deployed a new service desk system in under a month as it rushes to prepare for divestment from its mining parent.

The Innovation Award submission from Pacific Life used location-based services to overlay an incident-based heat map on a floor plan with employee location. Through a single view, Pacific Life IT can now easily find employee locations on any floor of the building and determine which have open cases. Pacific Life believes 50 percent of their incidents require a desk-side visit and they expect this innovation will save hundreds of hours per year in technician time.

ServiceNow and our launch with ServiceNow have been great. We have had major improvements – service quality, customer happiness, major overall improvements.

Discovery really was a godsend for us. We just didn't really know what we had or where it was.

Building confidence in the CMDB through metrics and closed-loop change management

I can honestly say that the adoption of ServiceNow has made it fun for me to work again. I know it sounds a bit contrived, but I actually come to work and have fun now.

The biggest benefit we've seen so far is that we've been able to consolidate our tools and lower our costs across IT. We found that integration with some of the other applications such as our monitoring systems was so easy that we've been able to discontinue several manual processes.

What used to take a service desk pro ten minutes now takes two minutes. When applied to an average volume of 1200 incidents per day and about 270 changes per month, this increased efficiency really adds up

Javier went above and beyond to help several non-IT Sephora business units streamline and automate their processes using ITIL process expertise and flexible cloud services from ServiceNow. His efforts helped Sephora realize more efficient business operations, critical to success in the retail industry

Speaking at Gartner's IT Infrastructure Operations and Data Centre summit in Sydney, Australia, Service Stream CIO Craig Wishart told delegates that its field service management system was moved into the cloud in 2012.

You want to get away from the concept that IT is free. We want to make executives aware of the cost of infrastructure services, like service desk, the data center, the Unix enterprise platform, the desktops.

… there were some hurdles particularly in respect to data governance and security for a SaaS-based solution, and we found that they were all addressed within the ServiceNow model.

In 30 days, we had replaced 8,000 users. All of them moved to ServiceNow. March was a busy month – a bit of a rodeo – but we did it!

South West Water's 1,300 employees are responsible for maintaining the drinking water, sewerage systems and bathing waters of South West England to the standards set by the UK and the European Union. Advancing their IT systems has been a part of this evolution. They continue to provide high-quality water and waste water services to the region.

We needed to launch best practices that could scale and would be on par with a large, worldwide company. With our size, we needed to build a stronger foundation for future growth.

I can even get a breakdown on which individual is working more tickets than others and how much time people are spending on each ticket. This will help me plan for IT resources and for next year's budget or even two or three years out based on headcount.

In terms of hard dollar savings we were able to cut our costs in half and these savings do not take into account productivity and efficiency gains, which are substantial as well.

The Maschhoffs is the largest privately held pork producer in the United States. This 150-year-old, family-owned company has its roots in operations; yet dramatic company growth has prompted a new focus on IT.

To unify these processes, IT Services is using ServiceNow, a single system of record for all IT processes within a company.

Offering this service system-wide further enables the University's "One IT" initiative by utilizing one tool, consistent processes, increased efficiencies, knowledge-sharing, and common terminology for IT Service Management.

Our help desk and technical staff really liked what they saw in ServiceNow as a next-generation application that they would actually enjoy using

We have designed better processes based on ITIL v3 then automated these using cloud services from ServiceNow. As we run IT operations more efficiently, these savings allow our organisation to dedicate more funds towards its research programmes in helping to progress advancements and tangible improvements in health.

We've saved a lot of money with ServiceNow in reduced management time... Instead of gathering data, we can report on it and spend our time making decisions on it.

Len Peters, CIO, whose annual IT budget is $150 million, expects to see a return on the software investment 13 months after completion of the project. He said the effort would free his IT staff from maintenance work and allow them to focus on more innovative computing projects, including research and teaching and learning efforts.