Story
ServiceNow
AsanaAsana Standardizes IT Service Requests on ServiceNow
Asana, an information technology organization in the United States, uses Customer Service Management from ServiceNow to support IT service management for IT and employees.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because IT service requests has a clear owner |
| Productivity | Handoffs in IT service management sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Customer Service Management is the governed place IT and employees use for IT service management |
Story
Asana is based in the United States and runs information technology operations at a scale where IT service requests cannot live in side channels. IT and employees were reconciling competing copies of the same work, which slowed IT service management and hid who owned the next step.
The company runs IT service management on ServiceNow, with Customer Service Management as the product IT and employees actually open. ServiceNow is the enterprise workflow platform for IT, employee, and customer service, with a single data model across departments. For Asana, that means IT and employees can open one workflow, see IT service requests, and let neighboring teams join without inventing a parallel stack.
Public materials confirm the companies and products. They do not always publish a single verified KPI for this pairing, so the outcome here is operational: clearer ownership, fewer stalled handoffs, and a shared record for IT service requests.
