Story
ServiceNow
Palo Alto NetworksPalo Alto Networks Uses HR Service Delivery for IT Service Requests
Palo Alto Networks, an information technology organization in the United States, uses HR Service Delivery from ServiceNow to support IT service management for IT and employees.
Value results
| Category | Value result |
|---|---|
| Capability | Named workflow replaces ad hoc routing for IT service requests |
| Capability | IT service management stays visible to adjacent teams through HR Service Delivery |
| Capability | IT and employees work from the same HR Service Delivery record for IT service requests |
Story
Information Technology work at Palo Alto Networks spans more than one site, even when headquarters sits in the United States. 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 (HR Service Delivery) is what they standardized on. ServiceNow is the enterprise workflow platform for IT, employee, and customer service, with a single data model across departments. Palo Alto Networks 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 The story is about operating change, not an unpublished percentage.
