SERVICENOW SERVICE CATALOG UX RETAIL & CONSUMER GOODS CASE STUDY BUSINESS CASE A Fortune 500 Consumer Packaged Goods company wanted to modernize its process for users requesting new Information Technology services and devices. Its legacy IT request process used a mix of paper and electronic forms residing across the company’s intranet. Once a user found the correct form, the submission, approval, status, and ful- fillment steps varied widely

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