Enterprise Software · servicenow.com
ServiceNow
72 verified customer use cases (100% with quantified ROI · Avg Value Score 94.9 · 100% with mapped architecture components).
- Verified stories
- 72
- Quantified ROI
- 100%
- Avg value score
- 94.9
- Industries served
- 15
- Distinct products
- 97
ServiceNow Sample Archived · Jan 14, 2026 Adobe Adobe had fragmented support systems that made it harder to trace issues, support onboarding, and move work consistently across IT, HR, security, workplace, and customer-care teams. 25% Less time to resolve outages AI Agents · HR Service Delivery · IT Service Management ServiceNow Sample Archived · Jan 8, 2026 ServiceNow As ServiceNow grew, separate IT and security processes created alert overload, weak prioritization, duplicated compliance evidence, and too much manual work across patching, incident response, and risk assessments. 50%+ improved productivity with AI Agents in server patch management process AI Agents · AI Control Tower · Configuration Management Database ServiceNow Sample Archived · Jan 8, 2026 ServiceNow ServiceNow wanted to reduce the time employees lost to repetitive L1 incidents and turn IT support from a reactive function into a proactive AI-enabled service desk. 15% Coverage of incidents currently eligible for L1 Service Desk AI Specialist Knowledge Base · Now Assist · Predictive Intelligence ServiceNow Sample Archived · Jan 7, 2026 ServiceNow ServiceNow wanted HR and IT support to feel like one intelligent employee experience instead of a patchwork of tools, handoffs, and repetitive questions that slowed onboarding, benefits help, learning, and day-to-day… $17.7 million in annual cost avoidance from self-service HR services AI Agents · AI-powered search · Now Assist ServiceNow Sample Archived · Nov 3, 2025 inMorphis inMorphis needed a repeatable way to upskill a globally distributed consultant workforce and productize AI, IT/HR, and sales-workflow expertise faster for customer delivery. 1,500+ Certifications across the team AI Agents · Now Assist · ServiceNow AI Platform ServiceNow Sample Archived · Oct 27, 2025 ServiceNow As ServiceNow's platform and customer base grew, support, learning, community, and success resources became fragmented across separate portals, while internal teams had to reconstruct context and manually coordinate… 37% Of case workflows supported by AI AI Agents · AI Search · Case Management ServiceNow Sample Archived · Sep 19, 2025 Okta Okta premier support relied on reactive email and chat workflows with long response times, slower resolution, and only about 60% customer satisfaction. 45% Faster response times Customer Service Management · IT Service Management · Knowledge Base ServiceNow Sample Archived · Jul 30, 2025 ServiceNow ServiceNow wanted to lower support costs and improve efficiency without losing the personalized, high-touch experience customers expect from human support teams. 37% Of our case workflow is now supported by AI agents AI Agents · Customer Service Management · Knowledge Management ServiceNow Sample Archived · May 14, 2025 Bell Canada Bell needed to replace a fragmented service experience spread across 26 applications and 8,800 data silos with one platform that could unify field operations, order management, customer self-service, and enterprise… 3M customer support calls deflected annually Field Service Management for Telecommunications · Sales CRM for Telecommunications · Service Bridge ServiceNow Sample Archived · Apr 1, 2025 Koerber Supply Chain Koerber support was heavily dependent on email and phone, which left the organization reactive, increased case backlog, and made service quality harder to scale. 167% Return on investment CMDB · Customer Service Management Pro · Field Service Management ServiceNow Sample Archived · Mar 31, 2025 Teleperformance Teleperformance was running six separate IT ticketing platforms worldwide, which made multilingual service delivery, automation, and orchestration across its internal service desk difficult. 10% Improvement in internal IT Service Desk deflection rate Employee Center · IT Service Management · Now Assist ServiceNow Sample Archived · Dec 12, 2024 Mears Group Mears wanted to replace email-driven internal services and scattered forms with one employee-services platform so staff across housing operations could find policies, HR answers, and support quickly instead of hunting… 83% of calls deflected Customer Service Management · HR Service Delivery · IT Service Management ServiceNow Sample Archived · Nov 19, 2024 Kainos Kainos needed to serve EMEA clients faster and more economically while reducing the time support teams spent searching knowledge and drafting responses. 600 Knowledge articles created with Now Assist Customer Service Management Pro · Knowledge Base · Now Assist ServiceNow Sample Est. · Jul 18, 2024 ServiceNow ServiceNow needed a clearer skills roadmap and a faster way to map job families, identify workforce skill gaps, and guide reskilling and upskilling as AI changes roles and responsibilities. reducing the time to build job family architectures for these groups at ServiceNow by 50% IBM Consulting · IBM Talent Frameworks · ServiceNow Talent Development ServiceNow Sample Archived · Jul 3, 2024 Sentara Healthcare Sentara needed one integrated technology ecosystem for its One Sentara transformation, but fragmented support and manual outage handling consumed help-desk time and made it harder to scale consistent employee services… 1.5K Items in service catalog IT Operations Management · IT Service Management · Strategic Portfolio Management ServiceNow Sample Archived · Jun 27, 2024 ProAssurance ProAssurance needed to move from siloed, legacy insurance operations to a more digital "insurtech" model that could unify claims, underwriting, customer service, and partner interactions without forcing teams and… 10.3K hours saved across the organization over 8-months with agentic AI AI Agent Orchestrator · AI Agents · Customer Service Management ServiceNow Sample Archived · Jun 3, 2024 ServiceNow ServiceNow had hundreds of complex internal processes where bottlenecks and rework were hard to spot with traditional reporting alone. 1 Product to optimize 900 processes Now Assist · Process Mining · RaptorDB ServiceNow Sample Archived · Jun 1, 2024 Wipro Wipro was maintaining five separate asset-management systems, which created duplication, manual work, and poor lifecycle visibility across hardware operations. $1M Anticipated annual savings in hardware costs CMDB · Hardware Asset Management · IT Service Management ServiceNow Sample Archived · May 26, 2024 Tennessee Department of Human Services TDHS needed to modernize how citizens applied for benefits and got support because separate service teams, lost data trails, and manual application checks slowed social-service delivery during emergencies and routine… 3 days to stand up essential worker platform Customer Service Management · Customer portal · Virtual Agent ServiceNow Sample May 14, 2024 Lion Lion needed to cut costs and improve resilience while replacing fragmented HR and IT support journeys spread across legacy tools, multiple touchpoints and applications, which created workflow friction, weak visibility… 75% faster customer response speed DocuSign · IT Operations Management (ITOM) · NowAssist ServiceNow Sample May 14, 2024 Lion Lion needed to reduce costs and modernize fragmented HR, IT and risk-support workflows that relied on legacy tools and multiple touchpoints, making routine employee-service tasks slow, complex and harder to manage at… 75% faster customer response speed DocuSign · SAP SuccessFactors · ServiceNow ServiceNow Sample Archived · May 23, 2023 PLDT PLDT and Smart were limited by legacy VPN-dependent systems and disconnected service processes that slowed mobile access, customer response times, and employee referrals. $1.52M Revenue generated via employee referrals App Engine · Automation Engine · Customer Service Management Pro ServiceNow Sample Archived · Mar 24, 2023 A1 Telekom A1 Telekom needed to eliminate historic operational discontinuities across sales, support, and operations so it could deliver faster, more self-service-oriented B2B customer support on a single standardized platform. 1 Standardized platform consolidating multiple systems Customer Service Management · IT Service Management · ServiceNow mobile app ServiceNow Sample Archived · Feb 1, 2023 National Australia Bank (NAB) NAB needed a more digital HR experience so employees could stop relying on manual email, limited call-center hours, and disconnected systems for policies, requests, and urgent guidance during periods of workforce… 12-15% cost reduction Colleague Connect · Colleague Connect chatbot · HR Service Delivery