Story
ServiceNow
ILVAILVA Uses HR Service Delivery for Repetitive Desktop Work
ILVA, an information technology organization in the United States, uses HR Service Delivery from ServiceNow to support back-office automation for operations analysts.
Value results
| Category | Value result |
|---|---|
| Capability | Operations analysts work from the same HR Service Delivery record for repetitive desktop work |
| Capability | Repetitive desktop work can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for repetitive desktop work |
Story
Inside ILVA, back-office automation used to depend on whoever still had the latest file. That pattern is common in information technology groups working out of the United States. Operations analysts needed a system that would still make sense after the original project team moved on.
ILVA uses HR Service Delivery from ServiceNow as the working layer for repetitive desktop work. ServiceNow is the enterprise workflow platform for IT, employee, and customer service, with a single data model across departments. The practical change is simple: back-office automation has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What ILVA gets from ServiceNow is a durable place to run back-office automation and a way for operations analysts to see the same repetitive desktop work at the same time.
