Story
ServiceNow
Carlyle GroupServiceNow at Carlyle Group: IT Service Requests
Carlyle Group, a financials organization in the United States, uses IT Operations Management from ServiceNow to support IT service management for IT and employees.
ServiceNow is how Carlyle Group keeps IT service requests visible to people who have to act on it.
“From the United States, financials teams still had to serve customers and internal partners who expected a straight answer.”
“ServiceNow is the enterprise workflow platform for IT, employee, and customer service, with a single data model across departments.”
Independent write-up. Figures come from public sources or are illustrative.
Value results
| Category | Value result |
|---|---|
| Productivity | Handoffs in IT service management sit in a shared queue instead of a mailbox trail |
| Risk and compliance | IT Operations 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
Carlyle Group grew IT service requests faster than the local tools around it. From the United States, financials teams still had to serve customers and internal partners who expected a straight answer. IT and employees were the ones stitching the picture together by hand.
Rolling out IT Operations Management put IT service management on ServiceNow. ServiceNow is the enterprise workflow platform for IT, employee, and customer service, with a single data model across departments. Carlyle Group keeps the product in the path where work already happens, so IT and employees do not context-switch into a graveyard system used only for audits.
The visible result is steadier IT service management. IT service requests is easier to inspect, and adjacent groups can join IT and employees without a guided tour of someone's desktop.
