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ServiceNow Selected to Help Launch NASA Shared Services into the Cloud

Platform Enables Shared Services Team to Improve Service Delivery Throughout the Agency

SANTA CLARA, Calif. – Nov. 3, 2015 – ServiceNow® (NYSE: NOW), the enterprise cloud company, today announced that NASA, the National Aeronautics and Space Administration, selected ServiceNow to deliver services to 40,000 civil servants and contractors, and its research and educational communities.

The NASA Shared Services Center (NSSC) was looking to create a cloud solution for their employees and partners to request services. Multiple solutions bolted together made that difficult and often required time‑consuming manual processes. The team also wanted to stop managing hardware and legacy software to focus more on creating applications that work together across the entire organization.

NSSC consolidated its systems on ServiceNow’s cloud‑based service management platform. NSSC then defined, structured and automated more than 50 services for IT, human resources, finance, grants, procurement and other support functions. The roll‑out is one of the first large‑scale cloud projects at NASA.

For example, NSSC is using the ServiceNow platform for the following services:

  • IT – With ServiceNow, NSSC created a branded self‑service portal to enable 40,000 employees get IT support. Behind the scenes, the team automated its core IT service management (ITSM) functions such as incident, problem and change, which has reduced the time for the IT team to respond to and resolve employee questions.
  • Grants – The grant process at NASA is going digital, replacing manual functions for the program that provides support for NASA communities in the award and administration of research, education, training and facility‑type grants. Every step in the process from reviews, research and approvals are conducted and tracked against each request in workflows. The department processes nearly 2,000 new grants a year, more than 4,000 requests for supplemental funding, and 2,000 administration‑related supplemental requests, and tracks about 5,700 open grants. Having automated records for the grant process speeds the delivery of grants and supports NASA’s ongoing governance, risk and compliance efforts.
  • HR – NSSC introduced an HR case management application that helps streamline its ‘hire to retire’ services as well as interactions for employee benefits and claims.

“More than 75 percent of the government’s IT budget is spent on maintaining legacy systems*, challenging agencies to align with the requirements of the Federal Information Technology Acquisition Reform Act,” said Steve Alfieris, vice president of Federal, ServiceNow. “ServiceNow enables agencies like NASA not only to modernize their IT and business services, but to drive innovation that will improve the overall service experience for employees and citizens alike.”

Today’s news coincides with ServiceNow’s Federal NowForum event in Washington, D.C., drawing professionals from all corners of the federal enterprise.

About ServiceNow

ServiceNow is changing the way people work. With a service‑orientation toward the activities, tasks and processes that make up day‑to‑day work life, we help the modern enterprise operate faster and be more scalable than ever before. Customers use our service model to define, structure and automate the flow of work, removing dependencies on email and spreadsheets to transform the delivery and management of services for the enterprise. ServiceNow enables service management for every department in the enterprise including IT, human resources, facilities, field service and more. We deliver a ‘lights‑out, light‑speed’ experience through our enterprise cloud – built to manage everything as a service. To find out how, visit



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