Assurance
Assurance VP of IT Jim Maza discusses how his company’s haphazard helpdesk evolved into a modern centralised IT services organisation by implementing ServiceNow® IT Service Management. Prior to ServiceNow, both the IT organisation and the IT brand were suffering. From the IT support perspective, it was very much a “who‑is‑you‑favorite‑person‑to‑go‑to” support model. This was coupled with a somewhat unresponsive/unreliable IT email address for requests.
To address the issues, they used ServiceNow to better manage, measure, and provide service to employees. Then they made a branding shift to provide a whole new concept of what a service desk means to an organisation and promoted their new ServiceNow‑powered centralised IT service portal.
