Case Study: Juniper Networks achieves rapid, modern IT service management and happier engineers with ServiceNow

ServiceNow Helps Juniper Networks Sleep Better at Night

Juniper Networks, a Sunnyvale-based manufacturer of network infrastructure appliances with a global footprint, had outgrown legacy service-desk tools (Clarify/Tivoli) and a problematic HP Service Desk rollout. The aging systems stalled ITIL adoption, didn’t scale with growth, and frustrated engineers who required cross-browser, web-based access—so Juniper needed a modern, flexible ITSM solution they could sell internally and deploy quickly.

Juniper selected ServiceNow’s SaaS, Web-based platform and completed an initial implementation in about a month. The solution—easy to customize with JavaScript and including incident, problem, change, service catalog and CMDB capabilities—required no new hardware, performed well worldwide, and won enthusiastic support from engineers and execs. The result: faster rollouts, lower infrastructure cost, improved ITIL processes, expanding use across business groups (including HR), and materially better stability and user satisfaction.

Juniper Networks

Chris Terzian

Senior Technical Lead