Story
ServiceNow
RingCentralRingCentral Brings Repetitive Desktop Work onto ServiceNow
RingCentral, 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 | Back-office automation stays visible to adjacent teams through HR Service Delivery |
| 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 |
Story
Information Technology work at RingCentral spans more than one site, even when headquarters sits in the United States. Repetitive desktop work was splitting across regional habits. Operations analysts asked for a shared way to run back-office automation 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. RingCentral uses it as the system of record for repetitive desktop work, with operations analysts 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 The story is about operating change, not an unpublished percentage.
