Story
ServiceNow
MailchimpServiceNow Supports Shared Services at Mailchimp
Mailchimp, an information technology organization in the United States, uses IT Service Management from ServiceNow to support shared services for HR, facilities, and finance ops.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because employee requests has a clear owner |
| Productivity | Handoffs in shared services sit in a shared queue instead of a mailbox trail |
| Risk and compliance | IT Service Management is the governed place HR, facilities, and finance ops use for shared services |
Story
Mailchimp grew employee requests 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. HR, facilities, and finance ops were the ones stitching the picture together by hand.
Rolling out IT Service Management put shared services on ServiceNow. ServiceNow is the enterprise workflow platform for IT, employee, and customer service, with a single data model across departments. Mailchimp keeps the product in the path where work already happens, so HR, facilities, and finance ops do not context-switch into a graveyard system used only for audits.
The visible result is steadier shared services. Employee requests is easier to inspect, and adjacent groups can join HR, facilities, and finance ops without a guided tour of someone's desktop.
