Story
ServiceNow
Duke EnergyDuke Energy Runs IT Service Management with ServiceNow
Duke Energy, a utilities organization in the United States, uses IT Operations Management from ServiceNow to support IT service management for IT and employees.
Value results
| Category | Value result |
|---|---|
| Capability | IT service management stays visible to adjacent teams through IT Operations Management |
| Capability | IT and employees work from the same IT Operations Management record for IT service requests |
| Capability | IT service requests can be reviewed without waiting on a personal export |
Story
Duke Energy did not need another dashboard that nobody opened. It needed IT service management to move. In the United States, IT and employees already knew where IT service requests went wrong: too many copies, too little ownership, and a close process that waited on the loudest inbox.
IT Operations Management from ServiceNow is now in that path. ServiceNow is the enterprise workflow platform for IT, employee, and customer service, with a single data model across departments. The company treats it as production tooling for IT service management, which is why IT and employees live in it rather than exporting from it once a quarter.
Duke Energy can show how IT service requests is handled today. That is the value: a repeatable way to run IT service management on software the rest of the industry already recognizes.
