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Employing more than 90,000 people, the Department for Work and Pensions administers the state pension and a range of working age, disability, and ill-health benefits to more than 22 million claimants and customers.
The Department will use the ServiceNow IT Service Automation suite including Service Catalog, Incident Management, Problem Management, Change Management and Knowledge Management, which will:
· Define and enact various requirements for different service offerings;
· Help gain insight into which services are not used, keeping only the ones the department considers necessary and useful;
· Create explicit service integration arrangements, focused on service performance, usability and availability from a user’s perspective;
· Increase engagement with smaller, more specialized suppliers;
· Benchmark service providers; and
· Focus on open standards and interoperability to support workflow, performance and service management, billing and payment.
“Service integration and management (SIAM) can help government departments to manage their often numerous service providers in a more consistent and efficient way, ” said Kevin Tumulty, EMEA vice president, ServiceNow. “This helps them drive greater efficiencies and reduce the cost of service provisioning, resulting in better services.”
