Case Study: Tennessee Department of Human Services achieves faster procurement, shorter employee onboarding, and improved device inventory management with ServiceNow

Tennessee Department of Human Services - Customer Case Study

The Tennessee Department of Finance and Administration’s Strategic Technology Solutions (STS) centralized IT for most state agencies to reduce duplication and improve service delivery. Tasked with consolidating staff, services and asset management across 32,000 employees, STS needed a scalable, configurable management system that could automate routine tasks, provide end-to-end visibility and eliminate costly on‑premises customizations.

STS implemented the cloud-based ServiceNow IT service management platform in 2016 to automate procurement, inventory tracking and onboarding/offboarding. Results include a doubling of monthly provisioning work orders, a large increase in tracked assets, procurement times cut from 45 to 3 days for hardware (30 to 5 for software), employee activation reduced from weeks to five days, a leaner spare-equipment inventory with 2–3 day turnarounds, and a 70% reduction in citizen inquiry resolution time for the Department of Human Services — enabling ongoing metrics-driven improvements.

Tennessee Department of Human Services

Andy Kidd

Director of Business Operations