Story
ServiceNow
HavasHow Havas Runs IT Service Management on Customer Service Management
Havas, a communication services organization in France, 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
Communication Services work at Havas spans more than one site, even when headquarters sits in France. 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. Havas 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 The story is about operating change, not an unpublished percentage.
