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Home | Agenda | Breakout New to ServiceNow

THUR

Hitachi Service Portfolio Goes Global
Robert Kendall,
Room : Starvine 1 and 2
Subject : User Interface
Breakout : New to ServiceNow

The Global IT Initiative at Hitachi had the goal of giving the user community a single point of contact for their IT services, and was challenged to integrate the delivery of those services from many IT service organizations. The grand complexity of companies, services and IT organizations testify to the challenge of delivering needed support to the entitled user in the correct amount of time.

In this session, you'll hear how ServiceNow's Service Portfolio was utilized and extended to provide the critical connections between customers, services and service delivery teams. You'll learn how Hitachi used CMDB structures; defined entitlement relationships; associated service organizations and service delivery teams to services; and extended entitlement to knowledge management within the solution.