Digital Dialogue: Transforming the User Experience

For agencies that rely on application-centric and decentralized legacy IT systems, the COVID-19 pandemic has uncovered inefficiencies in delivering IT services, providing answers, and helping their employees to create a seamless customer experience. For instance, some agencies realize that the business processes in place for delivering IT capabilities across the enterprise are based on “tribal knowledge” rather than on documented processes.

This digital dialogue highlights how numerous agencies are taking advantage of the ServiceNow platform capabilities to change how they do business and serve their customers and how ServiceNow ITSM has helped agencies consolidate their IT tools into a single data model, automate workflows, gain real-time visibility, and improve IT productivity.

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