From the course: Learning ServiceNow

Manage IT work assignment and fulfillment - ServiceNow Tutorial

From the course: Learning ServiceNow

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Manage IT work assignment and fulfillment

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- [Jim] When something really complex has to be done at work and it has to be done quickly, we go to a company expert. The person who knows the official and unofficial rules and has had success in the past. Why? Well those experts know how to write up what you wanted, the forms you have to start with, the justifications, the approval signatures, and who you have to chase to keep things moving. That's all well and good, but it doesn't work when your organization gets bigger. New forms, new approvers, new procedural steps, that's where ServiceNow comes in. ServiceNow essentially memorializes the knowledge of those experts. Furthermore it tracks the handoffs and touchpoints between the information technology expert, the HR expert, the procurement expert, et cetera. That means the tool can monitor the critical activities to make sure they happen in the correct sequence according to regulations at your company. My name is Jim Kerrigan, I've been involved with ServiceNow since early 2011. For the last four years I've been an independent contractor developing software in the IT service management, IT business management and HR service delivery components of ServiceNow. Now I'm taking you, a person who assigned tasks and responsible for owning them until fulfillment through ServiceNow's task management functions. We'll improve your efficiency in organizing task fulfillment and to borrow from ServiceNow's stated objectives, we will use the power of technology to reduce the complexity in our jobs and make work work better for people.

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