Story
ServiceNow
BE SemiconductorHow BE Semiconductor Runs IT Service Management on Customer Service Management
BE Semiconductor, an information technology organization in the Netherlands, uses Customer Service 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 | Customer Service 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
Information Technology work at BE Semiconductor spans more than one site, even when headquarters sits in the Netherlands. 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 (Customer Service Management) is what they standardized on. ServiceNow is the enterprise workflow platform for IT, employee, and customer service, with a single data model across departments. BE Semiconductor 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 The story is about operating change, not an unpublished percentage.
