Story
ServiceNow
Fortune BrandsFortune Brands Brings IT Service Requests onto ServiceNow
Fortune Brands, an industrials organization in the United States, 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 |
| Productivity | Handoffs in IT service management sit in a shared queue instead of a mailbox trail |
| Risk and compliance | HR Service Delivery is the governed place IT and employees use for IT service management |
Story
Industrials work at Fortune Brands spans more than one site, even when headquarters sits in the United States. IT service requests was splitting across regional habits. IT and employees asked for a shared way to run IT service management 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. Fortune Brands uses it as the system of record for IT service requests, with IT and employees 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 The story is about operating change, not an unpublished percentage.
