Story
ServiceNow
KB HomeKB Home Extends Now Assist Across IT Service Management
KB Home, a consumer discretionary organization in the United States, uses Now Assist 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 | Now Assist is the governed place IT and employees use for IT service management |
Story
Inside KB Home, IT service management used to depend on whoever still had the latest file. That pattern is common in consumer discretionary groups working out of the United States. IT and employees needed a system that would still make sense after the original project team moved on.
KB Home uses Now Assist from ServiceNow as the working layer for IT service requests. ServiceNow is the enterprise workflow platform for IT, employee, and customer service, with a single data model across departments. The practical change is simple: IT service management has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What KB Home gets from ServiceNow is a durable place to run IT service management and a way for IT and employees to see the same IT service requests at the same time.
