Story
ServiceNow
RichemontRichemont Brings IT Service Requests onto ServiceNow
Richemont, a consumer discretionary organization in Switzerland, uses HR Service Delivery from ServiceNow to support IT service management for IT and employees.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because IT service requests has a clear owner |
| Risk and compliance | HR Service Delivery is the governed place IT and employees use for IT service management |
| Capability | New joiners can see how IT service management actually runs |
Story
Inside Richemont, IT service management used to depend on whoever still had the latest file. That pattern is common in consumer discretionary groups working out of Switzerland. IT and employees needed a system that would still make sense after the original project team moved on.
Richemont uses HR Service Delivery from ServiceNow as the working layer for IT service requests. ServiceNow is the enterprise workflow platform for IT, employee, and customer service, with a single data model across departments. The practical change is simple: IT service management has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What Richemont gets from ServiceNow is a durable place to run IT service management and a way for IT and employees to see the same IT service requests at the same time.
