Story
ServiceNow
MascoServiceNow Supports Back-office Automation at Masco
Masco, an industrials organization in the United States, uses IT Service Management 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 IT Service Management |
| Capability | Operations analysts work from the same IT Service Management record for repetitive desktop work |
| Capability | Repetitive desktop work can be reviewed without waiting on a personal export |
Story
Masco grew repetitive desktop work faster than the local tools around it. From the United States, industrials 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 Service 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. Masco 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.
