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Session Code: CSS1034
Presenter(s): Patricia, Ricardo
Company(s): Amgen, ServiceNow
Abstract:
As a long term, legacy customer, Amgen took inventory in 2018, realizing that heavy customization led to their inability to leverage the latest innovations (agent intelligence, best practice discovery, etc.). They listened to CEO John Donahoe at Knowledge18, acknowledging that they had painted themselves into a corner, and presented their story to leadership in a fact based, transparent way.
With executive sponsorship, Amgen partnered with ServiceNow and established a new NOW platform to begin a strategic transformation back to the box, including: CMDB, HRSD, PPM, and core ITIL processes.
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