RACQ

Solution

RACQ support depended on calls, emails, and brittle scripts, which slowed access provisioning, reduced self-service, and made onboarding work harder to govern. RACQ implemented a ServiceNow-centered stack built around IT Service Management, Workflow Data Fabric, Virtual Agent, and Knowledge Base. Key components included IT Service Management standardizes incidents and requests; Workflow Data Fabric connects operational data and automation context; Virtual Agent handles conversational self-service; Knowledge Base stores reusable support content. The stack also connected PowerShell so the workflows could reuse existing records, documents, and collaboration channels instead of forcing teams back into manual handoffs. Requests enter through Virtual Agent, and uses context from Knowledge Base and PowerShell before IT Service Management and Workflow Data Fabric routes or fulfills the work. The same record of work is then exposed back to agents and end users through the platform.

Data flow

Requests enter through Virtual Agent, and uses context from Knowledge Base and PowerShell before IT Service Management and Workflow Data Fabric routes or fulfills the work. The same record of work is then exposed back to agents and end users through the platform.