Story
ServiceNow
NationwideNationwide Adopts ServiceNow for IT Service Management
Nationwide, a financials organization in the United States, uses Now Assist 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 Now Assist |
| Capability | IT and employees work from the same Now Assist record for IT service requests |
Story
Inside Nationwide, IT service management used to depend on whoever still had the latest file. That pattern is common in financials 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.
Nationwide 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 Nationwide 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.
