“We hold conversations that take institutional knowledge, organize it and put it into a system of record so we can standardize repeatable processes — and that benefits the entire organization, other departments and soon citizens requesting information or services.”

“From my perspective, ServiceNow allowed me to report in detail to senior management on our performance against key performance indicators. If we were failing to meet any of these indicators, ServiceNow could help me understand the reasons why, so I could undertake remedial actions such as ordering training or improving …