Customer Service Automation · IT Operations Automation
ServiceNow's global technical support engineers were struggling to keep up with more than 115,000 customer instances and roughly 304,000 monthly active users because too much time was spent on low-priority manual tasks instead of scalable automated support.
Reported impact
ServiceNow saved $167 million through self-service, reclaimed 1.2 million employee and technician hours, avoided 1.9 million cases in Q4 FY24, and scaled support by moving routine work out of the manual queue so engineers can focus on more complex issues.
ServiceNow reworked global technical support around the Now Platform so a 1,200-person TSE organization could serve more than 115,000 customer instances and 304,000 monthly active users without scaling manual work linearly. The architecture unifies customer data and workflows on one platform, then layers Customer Service Management (CSM) and IT Service Management (ITSM) to coordinate case intake, customer context, account relationships, and technical resolution. Self-service is embedded throughout the journey: Virtual Agent and AI-driven automations handle routine requests, proactively identify issues, and deflect low-priority work before it reaches engineers. When cases do require human attention, CSM manages the customer interaction while ITSM helps TSEs align the technical work needed to resolve it. By keeping self-service, case management, and operations on one data model, ServiceNow shortened time to relief and turned routine support into a reusable, scalable service experience.
Customers and employees start in self-service, where Virtual Agent and AI automations handle routine issues or surface proactive guidance. If work becomes a case, Customer Service Management captures the customer context and relationship data, then IT Service Management coordinates the technical steps needed to resolve the issue, all on the Now Platform's shared data and workflow model.
1.2 million employee and technician hours were reclaimed as customers embraced self-service.
The Now Platform gives us the ability to automate repeatable manual tasks, take advantage of AI to proactively identify issues, boost case avoidance by offering tailored self-service experience, and shorten time to relief.
Through the integration of the Now Platform, Customer Service Management (CSM), and IT Service Management (ITSM), we’ve elevated our approach by embedding self-service seamlessly throughout the customer journey.
To scale our customer service, we started using CSM to manage customer cases, instances, and account relationships more efficiently.
We saved $167 million when our employees and customers started self-solving their issues.
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