Case Study: Statewide Agency achieves consolidated, standardized IT support and greater visibility with ServiceNow

Statewide Agency - Customer Case Study

A statewide government agency with more than 300 IT staff supporting thousands across two dozen districts struggled with fragmented homegrown tools and inconsistent service delivery. Its legacy help desk lumped incidents, requests and problems into simple tickets, let users set arbitrary priorities, relied on email-to-ticket conversions, and tolerated redundant, rogue development—resulting in weak processes, poor transparency and a pressing need to standardize ITIL-based support.

The agency selected ServiceNow and engaged ServiceNow Professional Services to build ITIL processes into the platform, train administrators and accelerate service-catalog development. The deployment created a single employee self-service portal, real-time status visibility, consolidated incident communications and actionable dashboards for leadership—delivering standardized support, improved reporting, faster request handling and renewed trust between IT and business areas.