Story
ServiceNow
Spin MasterHow Spin Master Runs IT Service Management on Customer Service Management
Spin Master, a consumer discretionary organization in Canada, uses Customer Service Management from ServiceNow to support IT service management for IT and employees.
Value results
| Category | Value result |
|---|---|
| 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 |
| Capability | New joiners can see how IT service management actually runs |
Story
Consumer Discretionary work at Spin Master spans more than one site, even when headquarters sits in Canada. 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 (Customer Service Management) is what they standardized on. ServiceNow is the enterprise workflow platform for IT, employee, and customer service, with a single data model across departments. Spin Master 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 The story is about operating change, not an unpublished percentage.
