DIGITAL TRANSFORMATION
The work expanded into IT service management, tracking resolution times, first-fix rates and department effectiveness through metrics that had been impossible to measure with paper records.
“ Technology underpins the way they can deliver outcomes to the team,” says Max.“ Being able to have visibility of everything that goes on and the interconnection across that estate has been critical.”
ServiceNow’ s platform pulls information from ERP systems, CRM platforms and human capital management tools through what the company calls a zero-copy workflow data fabric, an architecture that avoids duplicating data whilst providing visibility across systems. The platform also integrates external AI providers from Google, Amazon and Microsoft whilst maintaining security controls.
“ AI is a challenge, something everyone’ s running at to try and achieve,” Max says.“ We’ re using that single platform to keep data models scalable and secure.”
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