Originally, we purchased the ServiceNow solution as a replacement to our help desk ticketing solution. With growth in public presence and large projects on the horizon, we were looking for more of a service desk solution to replace the previous ticketing system. We implemented first as just a help desk ticket system. Once we got users into the habits of entering tickets and being familiar with the interface, we slowly started to look at other departments (besides IT), as well as business processes that would benefit from ServiceNow. We've now added 9 additional departments and addressed over 20 separate business processes that were antiquated and rolled them into ServiceNow. With each success comes additional user buy-in, as well as exposure and confidence in the product. This has really helped us as an IT Department, not only in getting better reporting, incident and problem response, but also on the customer service side of the equation. Customers are more confident that their needs will be addressed, more responsive in communications, and more willing to collaborate on IT-related projects and requests.