Story
ServiceNow
ArupArup Runs Back-office Automation with ServiceNow
Arup, an industrials organization in the United Kingdom, uses IT Operations Management from ServiceNow to support back-office automation for operations analysts.
Operations analysts at Arup review repetitive desktop work in IT Operations Management rather than in personal files.
“From the United Kingdom, industrials teams still had to serve customers and internal partners who expected a straight answer.”
“ServiceNow is the enterprise workflow platform for IT, employee, and customer service, with a single data model across departments.”
Independent write-up. Figures come from public sources or are illustrative.
Value results
| Category | Value result |
|---|---|
| Capability | Repetitive desktop work can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for repetitive desktop work |
| Capability | Back-office automation stays visible to adjacent teams through IT Operations Management |
Story
Arup grew repetitive desktop work faster than the local tools around it. From the United Kingdom, industrials teams still had to serve customers and internal partners who expected a straight answer. Operations analysts were the ones stitching the picture together by hand.
Rolling out IT Operations Management put back-office automation on ServiceNow. ServiceNow is the enterprise workflow platform for IT, employee, and customer service, with a single data model across departments. Arup keeps the product in the path where work already happens, so operations analysts do not context-switch into a graveyard system used only for audits.
The visible result is steadier back-office automation. Repetitive desktop work is easier to inspect, and adjacent groups can join operations analysts without a guided tour of someone's desktop.
