Story
ServiceNow
KayakKayak Standardizes Employee Requests on ServiceNow
Kayak, a consumer discretionary organization in the United States, uses Customer Service Management from ServiceNow to support shared services for HR, facilities, and finance ops.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because employee requests has a clear owner |
| Risk and compliance | Customer Service Management is the governed place HR, facilities, and finance ops use for shared services |
| Capability | New joiners can see how shared services actually runs |
Story
Consumer Discretionary work at Kayak spans more than one site, even when headquarters sits in the United States. Employee requests was splitting across regional habits. HR, facilities, and finance ops asked for a shared way to run shared services 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. Kayak uses it as the system of record for employee requests, with HR, facilities, and finance ops 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 The story is about operating change, not an unpublished percentage.
