Story
ServiceNow
KLAServiceNow Supports Back-office Automation at KLA
KLA, an information technology organization in the United States, uses IT Service Management from ServiceNow to support back-office automation for operations analysts.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because repetitive desktop work has a clear owner |
| Productivity | Handoffs in back-office automation sit in a shared queue instead of a mailbox trail |
| Risk and compliance | IT Service Management is the governed place operations analysts use for back-office automation |
Story
KLA grew repetitive desktop work faster than the local tools around it. From the United States, information technology teams still had to serve customers and internal partners who expected a straight answer. Operations analysts were the ones stitching the picture together by hand.
Rolling out IT Service Management put back-office automation on ServiceNow. ServiceNow is the enterprise workflow platform for IT, employee, and customer service, with a single data model across departments. KLA keeps the product in the path where work already happens, so operations analysts do not context-switch into a graveyard system used only for audits.
The visible result is steadier back-office automation. Repetitive desktop work is easier to inspect, and adjacent groups can join operations analysts without a guided tour of someone's desktop.
