Story
ServiceNow
Cleveland-CliffsCleveland-Cliffs Brings IT Service Requests onto ServiceNow
Cleveland-Cliffs, a materials organization in the United States, uses HR Service Delivery from ServiceNow to support IT service management for IT and employees.
Cleveland-Cliffs uses HR Service Delivery to take incidents and requests through a single workflow instead of email chains.
“Materials work at Cleveland-Cliffs spans more than one site, even when headquarters sits in the United States.”
“IT and employees asked for a shared way to run IT service management without freezing local judgment.”
Independent write-up. Figures come from public sources or are illustrative.
Value results
| Category | Value result |
|---|---|
| Capability | IT service management stays visible to adjacent teams through HR Service Delivery |
| Capability | IT and employees work from the same HR Service Delivery record for IT service requests |
| Capability | IT service requests can be reviewed without waiting on a personal export |
Story
Materials work at Cleveland-Cliffs spans more than one site, even when headquarters sits in the United States. IT service requests was splitting across regional habits. IT and employees asked for a shared way to run IT service management without freezing local judgment.
ServiceNow (HR Service Delivery) is what they standardized on. ServiceNow is the enterprise workflow platform for IT, employee, and customer service, with a single data model across departments. Cleveland-Cliffs uses it as the system of record for IT service requests, with IT and employees as the primary operators and other groups coming in through the same queue.
Leaders get a picture they can actually walk. Teams get fewer mystery statuses. The story is about operating change, not an unpublished percentage.
