Achieve 98% user satisfaction, improve business productivity and IT service experience

Date & Time:
TBD
Track:
Transform the IT experience
Room:
TBD
ID:
BRE0979
Speaker(s):
Cristiane Massari Vargas, IT Leader, Serasa Experian
Description:

Experian was faced with the challenge to connect all 17,000 users in a single IT Service Portal. By using the Now Platform, they were able to globally standardize IT Service enabling collaboration, faster service delivery and the visibility to follow IT deliveries. In four months, they were able to decrease 72% of the Service Catalog by implementing eight IT service processes using ServiceNow dynamic forms. They also estimate a soft savings around $25k with productivity and 100% digital training sessions with gamification. Due to success of the service portal in IT, they now use the Now Platform for the sales flows to improve external customer experience.

Audience:
Leader, Process Owner
Session Type:
Knowledge Breakout
Product(s):
IT Service Management, Now Platform
Industry:
Financial Services
Topics:
Elevate the service experience
Apps/Capabilities:
Asset Management, CMDB, Change & Release Management, Continual Service Improvement, DevOps, Incident Management, Knowledge Management, Major Incident Management, Problem Management, Request Management/Self-Service, Service Level Management
Tags: