Learn More | Customer Success Stories

"The ServiceNow platform has provided us with the visibility of the different IT requirements and requests each business unit may need and has enabled us the be able to service this demand within our organization with a global approach."

"The enterprise must embrace the consumerisation of IT and social interaction tools in order to attract the next generation of workers... It's not just technology that's changing; it's people and society itself that's changing alongside this new online world and how they interact with people and it's in this context that our new employees are entering the workforce today."

"BSH Bosch and Siemens Home Appliances Group focuses on IT service management from the cloud"

"Are there features of ServiceNow we will never use? Hard to say to be honest as we are still learning what it can do and how powerful it is. Project management, timecards, HR, SDLC and Business Service Management are all things we may utilize in the medium term. We just don't know but I would say never say never to anything!"

"We conducted visits to existing ServiceNow customer sites, most of the time without anybody from ServiceNow in attendance. We thought that a company that allowed prospects to talk to potential customers in such an open and honest way obviously had nothing to hide, and we learned a lot in these site visits."

"The move to an efficient and capable ITSM platform provides us with tangible benefits and aligns our processes with the company's vision of delivering a superior experience to customers and staff alike."

"ServiceNow will be instrumental in automating our service architecture and ultimately helping our physicists focus on their jobs. We look forward to bringing additional departments and business services on board as well."

"ServiceNow is easy to administrate and provides flexibility in screen layout, workflow, application and module modifications and development. Departments outside of IT are excited about being able to offer their services on the Service Catalog. Fruition Partners provided the technical expertise to assist us in a successful implementation and ensured that the development was a collaborative effort."

"Emory won the IT Service Management (ITSM) award for Project of the Year! The award was for our unique implementation of ServiceNow and the way we were able to set aside local differences to create a community of good practices that we all share."

"ServiceNow helped improve our IT services throughout the organization by supporting our ITIL processes."

"IT today is not the same as it was just a few years ago. The pace of change is staggering and it is good to see IT organisations generally focused on business outcomes and serving the real needs of people. To me IT 3.0 is defined by the consumerisation of IT, cloud services, the mobile worker, and 'always on' security. We are not far off from a realisation of this vision."

"[the new ServiceNow applications] are fantastic additions and ServiceNow is helping us transform the way FirstCare IT works."

"ServiceNow has helped the mutual insurance company deliver better business and IT service automation."

"...our biggest key performance indicator (KPI) is first-line resolution. Two years ago, we took 57,725 calls and emails, with an average first-line resolution of 24%. Last year, we took 65,811 calls and emails, with an average first-line resolution of 28% per month before ServiceNow and 32% after go-live. As of mid-April this year, we have taken over 21,000 calls and emails with an average first-line resolution of 39.04%."

"With the recent introduction of social IT included in the Service-now.com Winter 2011 release, we are actively looking to deploy Service-now.com Live as our enterprise social collaboration tool."

"If a service fails or is not functioning effectively, employees will expect to be able to contact someone via social media or our ITSM platform and get assistance."

"Service-now.com has been liberating, allowing our IT organization to deliver services to the business we never thought possible before. As one of my team members likes to say, 'Service-now.com is the holy grail of IT."

"John Lewis was keen to find something that it could configure to a certain level but not something which it had to reconfigure every 18 months."

"We have several other business groups who want to also use ServiceNow. For example, HR has abandoned its PeopleSoft application and wants to use ServiceNow for HR incidents."

"ServiceNow's SaaS-based ITSM solution is all about leveraging existing code, configuration, and data so that you can reengineer your business processes without reinventing the wheel."

"For us it really came down to the value and vision of ServiceNow. They are unique in their fanatical pursuit of simplicity, from the technology to the user experience. A flexible and intuitive IT platform will be critical in helping us scale our IT services to support our school's remarkable growth."

"Now LMU is using ServiceNow Live, with the rest of the ServiceNow Platform, to replace Yammer and achieve many of their goals for more social and collaborative service management. ServiceNow Live proved to be a valuable real-time collaboration platform during a recent university-wide Apple OS upgrade."

"[ManageIQ's] EVM's integration with our ServiceNow service catalog and incident management will enable us to centralize and automate the delivery of IT services, streamline operations and free up critical engineering resources."

"NetHope's Shared Services team collaborated in the Help Desk arena using a Software as a Service software tool called ServiceNow. The tool worked well; its cloud-based model allowed for questions and problems to be addressed from any corner of the world. Users needed only an Internet connection to login. In addition, ServiceNow offered many more features beyond the functionality that was being used for the Help Desk. Barry Sanders, global program director of Shared Services, knew this powerful tool could be used in other ways."

"The jointly created accelerators provide new ServiceNow users a head start by reducing the setup costs and initial configuration. New NHS service desks can get up and running quicker by using a shared instance saving implementation costs, internal resource cost for quick business value."

"'We've been able to take the positive results of our KPIs back to the business units to help drive a change in thinking from the business about IT as an actual partner and not just a cost center." – Garrick Vance, Process Manager, OhioHealth Corporation "

"Gamification Of The Service Desk: "Gamification" - the application of video gaming and online gaming concepts to business - is a hot topic right now.  The folks at Omnicare in the USA are doing some exciting stuff to improve their customer service. "

"ServiceNow and our launch with ServiceNow have been great. We have had major improvements – service quality, customer happiness, major overall improvements."

"Discovery really was a godsend for us. We just didn't really know what we had or where it was."

"We could focus on the charter of our IT organization, which is to service the business, not to set up a new service management tool every two to three years."

"Building confidence in the CMDB through metrics and closed-loop change management "

"I can honestly say that the adoption of ServiceNow has made it fun for me to work again. I know it sounds a bit contrived, but I actually come to work and have fun now."

"The biggest benefit we've seen so far is that we've been able to consolidate our tools and lower our costs across IT. We found that integration with some of the other applications such as our monitoring systems was so easy that we've been able to discontinue several manual processes."

"What used to take a service desk pro ten minutes now takes two minutes. When applied to an average volume of 1200 incidents per day and about 270 changes per month, this increased efficiency really adds up"

"Javier went above and beyond to help several non-IT Sephora business units streamline and automate their processes using ITIL process expertise and flexible cloud services from ServiceNow. His efforts helped Sephora realize more efficient business operations, critical to success in the retail industry"

"You want to get away from the concept that IT is free. We want to make executives aware of the cost of infrastructure services, like service desk, the data center, the Unix enterprise platform, the desktops."

"… there were some hurdles particularly in respect to data governance and security for a SaaS-based solution, and we found that they were all addressed within the ServiceNow model. "

"In 30 days, we had replaced 8,000 users. All of them moved to ServiceNow. March was a busy month – a bit of a rodeo – but we did it!"

"We needed to launch best practices that could scale and would be on par with a large, worldwide company. With our size, we needed to build a stronger foundation for future growth."

"I can even get a breakdown on which individual is working more tickets than others and how much time people are spending on each ticket. This will help me plan for IT resources and for next year's budget or even two or three years out based on headcount."

"In terms of hard dollar savings we were able to cut our costs in half and these savings do not take into account productivity and efficiency gains, which are substantial as well."

"To unify these processes, IT Services is using ServiceNow, a single system of record for all IT processes within a company."

"Offering this service system-wide further enables the University's "One IT" initiative by utilizing one tool, consistent processes, increased efficiencies, knowledge-sharing, and common terminology for IT Service Management."

"Our help desk and technical staff really liked what they saw in ServiceNow as a next-generation application that they would actually enjoy using"

"We have designed better processes based on ITIL v3 then automated these using cloud services from ServiceNow. As we run IT operations more efficiently, these savings allow our organisation to dedicate more funds towards its research programmes in helping to progress advancements and tangible improvements in health."

"We've saved a lot of money with ServiceNow in reduced management time... Instead of gathering data, we can report on it and spend our time making decisions on it."