SERVICE MANAGEMENT BEYOND IT An IT services management platform in the cloud helps North Carolina improve responsiveness in times of crisis and calmA software platform designed to manage the ordering, provisioning, and delivery of IT services would seem to be an unlikely solution to manage response resources during a crisis. But for North Carolina’s Department of Information Technology (DIT) and Department of Health and Human Services (DHHS), the cloud-based ServiceNow platform is proving its value as a tool to maintain the state’s central IT services every day and communicate with the public during the COVID-19 pandemic. Starting with a Solid Foundation of IT Services DIT was created as the primary IT service provider for the North Carolina state government in 2015. T

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