Story
ServiceNow
IncidentServiceNow at Incident: Repetitive Desktop Work
Incident, an information technology organization in the United Kingdom, uses IT Operations Management from ServiceNow to support back-office automation for operations analysts.
Value results
| Category | Value result |
|---|---|
| Capability | Operations analysts work from the same IT Operations Management 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
Incident grew repetitive desktop work faster than the local tools around it. From the United Kingdom, information technology teams still had to serve customers and internal partners who expected a straight answer. Operations analysts were the ones stitching the picture together by hand.
Rolling out IT Operations Management put back-office automation on ServiceNow. ServiceNow is the enterprise workflow platform for IT, employee, and customer service, with a single data model across departments. Incident keeps the product in the path where work already happens, so operations analysts do not context-switch into a graveyard system used only for audits.
The visible result is steadier back-office automation. Repetitive desktop work is easier to inspect, and adjacent groups can join operations analysts without a guided tour of someone's desktop.
