Story
ServiceNow
Unity SoftwareHow Unity Software Runs IT Service Management on Customer Service Management
Unity Software, an information technology organization in the United States, uses Customer Service Management from ServiceNow to support IT service management for IT and employees.
Value results
| Category | Value result |
|---|---|
| Capability | Named workflow replaces ad hoc routing for IT service requests |
| Capability | IT service management stays visible to adjacent teams through Customer Service Management |
| Capability | IT and employees work from the same Customer Service Management record for IT service requests |
Story
Unity Software is based in the United States and runs information technology operations at a scale where IT service requests cannot live in side channels. IT and employees were reconciling competing copies of the same work, which slowed IT service management and hid who owned the next step.
The company runs IT service management on ServiceNow, with Customer Service Management as the product IT and employees actually open. ServiceNow is the enterprise workflow platform for IT, employee, and customer service, with a single data model across departments. For Unity Software, that means IT and employees can open one workflow, see IT service requests, and let neighboring teams join without inventing a parallel stack.
Public materials confirm the companies and products. They do not always publish a single verified KPI for this pairing, so the outcome here is operational: clearer ownership, fewer stalled handoffs, and a shared record for IT service requests.
