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Session Code: BRE2350
Presenter(s): Raghu Bellary
Company(s): Fannie Mae
Abstract: Fannie Mae initially invested in ServiceNow to transform its complex legacy on-premises ITSM systems. ServiceNow’s scope was expanded to support HR services, Help Desk and a single Service Catalog for all IT groups. Next, we developed solutions for HR, a Service Catalog for non-IT groups, and built a robust CMDB. Next, we deployed custom solutions to support DevOps, AWS Cloud orchestration, and workplace and employee experience services. Currently, we are building solutions for key enterprise initiatives leveraging NOW capabilities with native mobile, AI/ML, Virtual Agent and other OOTB capabilities. We will share our journey how the NOW Platform evolved from a ticketing system to a strategic core IT platform.
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