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Session Code: BRE0204
Presenter(s): Nicolas
Company(s): Commonwealth Of Massachusetts
Abstract:
The Commonwealth of Massachusetts had a bold goal: consolidate IT infrastructure management and support from seven secretariats into the newly formed Executive Office of Technology Services and Security (EOTSS). They proceded to refresh their technology stacks from data center to cloud to end-user services, and created a support model that could provide a single entry point for support and requests. In 2017, EOTSS deployed ServiceNow to support this transition and provide a consistent customer support experience as the first step to achieving this goal.
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