UKG

Solution

UKG wanted to cut reactive IT work and improve employee support by combining endpoint signals with workflow automation instead of relying on manual routing and incident handling. UKG implemented a ServiceNow-centered stack built around IT Service Management, Predictive Intelligence, CMDB, and RaptorDB. Key components included IT Service Management standardizes incidents and requests; Predictive Intelligence classifies and routes work; CMDB stores service and asset context; RaptorDB accelerates workflow analytics. The stack also connected Tanium so the workflows could reuse existing records, documents, and collaboration channels instead of forcing teams back into manual handoffs. Work enters as cases, requests, or automations, is classified or summarized by Predictive Intelligence, and uses context from CMDB, RaptorDB, and Tanium before IT Service Management routes or fulfills the work. The same record of work is then exposed back to agents and end users through the platform.

Data flow

Work enters as cases, requests, or automations, is classified or summarized by Predictive Intelligence, and uses context from CMDB, RaptorDB, and Tanium before IT Service Management routes or fulfills the work. The same record of work is then exposed back to agents and end users through the platform.