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Session Code: CSS1343
Presenter(s): Catherine
Company(s): Chick-fil-A, Inc.
Abstract:
“I have all the resources I need to accomplish everything asked of me”…said no one ever.
Motivation: To receive resources and funding, the Enterprise Service Management (ESM) team at CFA proves its platform's value. This session will showcase tools used to prove the value of ServiceNow and will provide attendees with resources to build a similar solution.
Problem: CFA-HQ grew from an organization of 500 to over 1700 in <10 years. While people scaled, process did not. A culture of status spreadsheets and shared mailboxes thrived, leading to a need to “automate the enterprise."
Approach: The speaker will outline how an initial round of funding for enterprise-wide process improvement ultimately led to three years of continued funding, with newly automated processes touching every department at CFA.
Results: Using LEAN principles and ServiceNow, CFA has automated 200+ processes in <2 years. This automation increased staff capacity and decreased contractor spend.
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