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Discover Financial Services

Discover Financial Services was one of the world’s first all‑virtual financial institutions, so efficient and effective service delivery has always been a priority. But Vice President of Infrastructure Services Tom Eavenson knows that efficiency improvements will be increasingly difficult to come by as long as written standard operating procedures (SOPs) exist in the organisation. His vision is to replace SOPs with automated workflows on the ServiceNow platform in the next 3‑5 years.