Story
ServiceNow
FortescueFortescue Adopts ServiceNow for IT Service Management
Fortescue, a materials organization in Australia, uses Now Assist from ServiceNow to support IT service management for IT and employees.
Value results
| Category | Value result |
|---|---|
| Capability | IT and employees work from the same Now Assist record for IT service requests |
| Capability | IT service requests can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for IT service requests |
Story
Fortescue did not need another dashboard that nobody opened. It needed IT service management to move. In Australia, 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.
Now Assist 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.
Fortescue 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.
