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Assurance

Assurance VP of IT Jim Maza discusses how his company’s haphazard helpdesk evolved into a modern centralized IT services organization by implementing ServiceNow IT Service Management. Prior to ServiceNow, both the IT organization and the IT brand were suffering. From the IT support perspective, it was very much a “who‑is‑you‑favorite‑person‑to‑go‑to” support model. This was coupled with a somewhat unresponsive/unreliable IT email address that people would send requests. When the organization was smaller, that was fine. But as the company grew, that method did not scale well.

To address the issues, Maza says that they needed to first create a tool set to establish the foundation of how to better manage, measure, and provide service to employees. Then they made a branding shift to provide a whole new concept of what a service desk means to an organization. They partnered with their marketing department and promoted the new, centralized IT service portal using the Service Now interface.