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Customer Success Stories on the ServiceNow Platform

A Rapid Customer Service Management Implementation for a Major University

The Challenge

This major university was to prepare their campus for a safe reopening to their campus community – students, faculty, employees and contractors. With the ultimate goal of integrating to the state's proprietary tracking and tracing application.

The university needed to provision an in-platform video outlining the protocols of a safe return to campus, along with the ability for the community to 1) attest to viewing the content, and 2) provide the ability for the viewer to agree to the compliance of the protocols. Further, the desire to stand up Knowledge and Communities on the NOW platform were table stakes…all within a two week timeframe.

The Approach

Using a ‘hack-a-thon’ approach, we first took on a goal setting session for the initiative. Those goals were turned into stories…those stories were then story pointed and acceptance criteria was added.

From there, a priority setting session was established and MVP expectations were put into place. With a budget of 50 hours, we went into rapid development and testing cycles to achieve the MVP.

The Outcome

  • We established a robust backlog that allowed for ongoing prioritization activities that met their innovation goals, to include a later integration with the state tracking and tracing application.
  • We stood up an MVP delivery that meets the university's requirements in 50 hours, allowing for a safe reopening of their campus.

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Featured: Farm Credit Services of America

FCSA is a leading provider of credit and insurance services to farmers, ranchers, agribusinesses and rural residents in Iowa, Nebraska, South Dakota and Wyoming. Farm Credit Services of America is a financial cooperative ― owned and governed by the customers they serve ― with a singular focus on supporting rural communities and agriculture.

Farm Credit Services of America stacked white logo (002)

The Challenge

  • FCSA needed a digital solution, replacing spreadsheets, to provide tracking, analysis, and audit assistance for IT forecasting and budgeting processes

 

The Approach

  • Conducted a discovery workshop to understand and map their current state processes and future requirements.
  • Identified ServiceNow IT Financial Management (ITFM) with Project Portfolio Management (PPM) solutions.
  • Implemented ITFM with PPM to support future state processes with integration to Finance system.

The Outcome

  • FCSA can now accurately track, classify, and allocate expenses quickly and efficiently.
  • The elimination of spreadsheets and integration with the Finance system has enabled bidirectional updates and greater data accuracy.
  • Through powerful reporting capabilities, FCSA can visualize actuals to budget in real-time using meaningful reports and dashboards.
Farm Credit Cake

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Check out the many successful implementations of ServiceNow's CSM, ITBM, and ITSM products!

CSM Implementation: Digital Technology Provider

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CSM Implementation: Medical Research Organization

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CSM Implementation: Federal Government Agency

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CSM Implementation: Industrial Products Company

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CSM Implementation: Large Metropolitan 311

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CSM Implementation: Global Financial Services Company

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CSM Implementation: Global Environmental Technologies Company

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CSM and ITSM Implementation: National Construction & Distribution Company

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CSM and ITSM Implementation: Investment Technologies Company

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CSM and ITSM Implementation: Energy Producer

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CSM & ITSM Case Study: Biotechnology Company

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ITSM Case Study: Business Products and Services Provider

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ITSM Case Study: Public Education Provider

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CSM Case Study: Cybersecurity Firm

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CSM Case Study: International Data Storage Services Company

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ITSM Case Study: Financial Services Provider

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ITSM Case Study: Multi-Services Company (Real Estate, Housing, Utility, Construction)

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ITSM Case Study: Social Services Organization

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ITSM Case Study: Cloud Solutions Company

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CSM Case Study: Nationwide Fuel & Convenience Retailer

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ITSM Case Study: Financial Services Company

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CSM Case Study: Manufacturing Company

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ITSM & PPM Case Study: Healthcare Provider

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HRSD Case Study: Auto Finance Company

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ServiceNow Platform with 3rd Party Integration Case Study: Healthcare Provider

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CSM Case Study: State Government

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Learn more about WorkFit for ServiceNow

WorkFit for ServiceNow