CUSTOMER STORY Industry: Travel and entertainment Location: Macau Size: 10,000+ employees MGM doubles productivity and transforms IT service desk with ServiceNow 5-second response time for live agent chat Increase in agent productivity Incident deflection rate within 2 months of launch 16% Information technology permeates every aspect of MGM’s operations As one of the premier integrated resort operators in Macau with two properties, MGM MACAU and MGM COTAI, MGM’s business is inextricably linked with technology. From gaming floors to hotel rooms, IT powers guest experiences, hotel operations, security, and more. Effective and responsive IT support is mission critical, with every second of downtime directly affecting both guests and revenues. MGM’s IT service desk faced h

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