Story
ServiceNow
WhirlpoolWhirlpool Adopts ServiceNow for IT Service Management
Whirlpool, a consumer discretionary organization in the United States, uses Now Assist from ServiceNow to support IT service management for IT and employees.
Whirlpool uses Now Assist to take incidents and requests through a single workflow instead of email chains.
“Inside Whirlpool, IT service management used to depend on whoever still had the latest file.”
“IT and employees needed a system that would still make sense after the original project team moved on.”
Independent write-up. Figures come from public sources or are illustrative.
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 |
| Capability | New joiners can see how IT service management actually runs |
Story
Inside Whirlpool, 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.
Whirlpool 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 Whirlpool 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.
