Story
ServiceNow
PetronasServiceNow at Petronas: IT Service Requests
Petronas, an energy organization in Malaysia, uses IT Operations Management from ServiceNow to support IT service management for IT and employees.
Value results
| Category | Value result |
|---|---|
| Productivity | Handoffs in IT service management sit in a shared queue instead of a mailbox trail |
| Risk and compliance | IT Operations Management is the governed place IT and employees use for IT service management |
| Capability | New joiners can see how IT service management actually runs |
Story
Petronas grew IT service requests faster than the local tools around it. From Malaysia, energy teams still had to serve customers and internal partners who expected a straight answer. IT and employees were the ones stitching the picture together by hand.
Rolling out IT Operations Management put IT service management on ServiceNow. ServiceNow is the enterprise workflow platform for IT, employee, and customer service, with a single data model across departments. Petronas keeps the product in the path where work already happens, so IT and employees do not context-switch into a graveyard system used only for audits.
The visible result is steadier IT service management. IT service requests is easier to inspect, and adjacent groups can join IT and employees without a guided tour of someone's desktop.
