Proven Solutions and Deep ServiceNow Integration Transform IT Operations for Enterprises
In today’s rapidly evolving technological landscape, Chief Information Officers (CIOs) and IT leaders face an imperative that goes beyond simply acquiring more technology. The demand now is for quicker, more significant outcomes that drive business success. At the forefront of this evolution, Lenovo showcased its integrated solutions at the Knowledge 2025 event, demonstrating how its collaboration with ServiceNow, enhanced by artificial intelligence (AI) and automation, enables enterprises to revamp IT operations, hasten issue resolution, and enhance employee experiences.
Rakshit Ghura, Vice President of Digital Workplace Solutions at Lenovo, emphasized the new role of IT leaders. "Today’s IT leaders aren’t just managing systems anymore — they’re leading the transformation of how their organizations work and compete," he noted. At Lenovo, the strategic combination of automation, customization, and platform integration is designed to empower organizations to connect seamlessly, enable their workforce, and achieve faster, more impactful results across the digital workplace.
The cornerstone of Lenovo’s Digital Workplace Solutions (DWS) portfolio is the Generative AI platform, Care of One, which empowers IT teams to optimize operations and provide more effective employee support. This platform’s close integration with ServiceNow facilitates process simplification and faster resolution within the digital work environment.
Harnessing ServiceNow’s Ecosystem with Lenovo’s Expertise
Lenovo’s expertise as a Consulting & Implementation, Reseller, Service Provider, and Build Partner within the ServiceNow ecosystem stands as a testament to its capability to help enterprises unlock the full potential of the Now Platform. With over 150 enterprise-level deployments spanning more than seven years, Lenovo has honed its ServiceNow implementation skills across six core modules. This proficiency aids in streamlining IT service management on a large scale.
By embedding these capabilities within ServiceNow environments, Lenovo effectively reduces manual workloads, enhances visibility, and delivers a more cohesive IT experience. The tangible outcomes of this approach include:
- A 60% reduction in portal onboarding time and effort
- A 50% decrease in customer onboarding costs facilitated by automation
- A 20% decline in customer churn through Service Bridge capabilities
Bridging Integration and Innovation for the Digital Workplace
During Knowledge 2025, Lenovo conducted a series of demonstrations tackling current challenges faced by enterprise IT leaders. These sessions highlighted Lenovo’s comprehensive strategy of seamlessly integrating hardware, services, and intelligent automation to revolutionize IT operations and enrich the digital workplace experience.
Attendees learned how Lenovo’s solutions, deeply embedded with the ServiceNow platform, could be practically applied to generate meaningful outcomes within their organizations.
Care of One: Personalized and Proactive IT Support
Traditional IT support models often adopt a one-size-fits-all approach to user management. Lenovo’s Care of One platform challenges this by providing hyper-personalized support tailored to each employee’s role and behavior. By automating workflows and proactively resolving issues, the platform, integrated with the Now Platform, employs hybrid AI models and a domain-specific large language model based on enterprise data to deliver intelligent support.
An internal transformation project at Lenovo showcased the deployment of Care of One to modernize global software support operations. Transitioning from manual processes and disjointed systems lacking a standardized IT service management framework, Care of One now offers a smarter, scalable support experience. The platform anticipates a 15–20% case deflection and a 35% reduction in Level 1 agent effort. Additionally, it enables customers to self-serve up to 20% of cases through a centralized portal, boosting both efficiency and satisfaction.
Performance gains realized through Care of One include:
- A 30% improvement in user experience
- A 30% reduction in end-user support costs
- Proactive resolution of 40% of issues by users
Lenovo Service Desk: Streamlined and Efficient Support
Disconnected systems and sluggish support can hinder business progress. Utilizing ServiceNow’s IT Service Management (ITSM) application, Lenovo Service Desk effectively manages incidents, problems, service requests, changes, and knowledge — all essential components for delivering prompt, efficient support across over 100 markets. With predictive analytics, self-healing automation, and a true “ask once” model, Lenovo Service Desk ensures users receive the necessary assistance around the clock.
Further extending its capabilities, Lenovo’s field service automation solution, Store in a Box, introduces intelligent workflows to distributed physical locations like retail and branch environments. By facilitating rapid deployment, automated diagnostics, and proactive support, it reduces downtime and enhances operational resilience at the edge.
Watch360: Proactive Device Management
Lacking real-time visibility into device health poses a risk of missing early warning signs. Watch360 provides proactive insights into device performance and user experience, enabling the preemptive addressing of issues before they disrupt operations. This tool was developed through Lenovo’s Build Partner collaboration with ServiceNow.
Consulting & Implementation for ServiceNow
Maximizing ServiceNow investments demands deep expertise. Lenovo’s certified consulting and implementation practice offers customized solutions — not mere templates — to expedite transformation and drive business outcomes, drawing on extensive global experience.
TruScale Device as a Service (DaaS)
The complexity of managing the device lifecycle is simplified with TruScale DaaS. This flexible subscription model covers all aspects from provisioning to retirement, integrated with Watch360 and ServiceNow for simplified support and tracking.
Connecting Strategy and Execution
As enterprises navigate the challenges of cost reduction, security enhancement, and improved user experiences, Lenovo’s approach, which combines AI, automation, and deep platform integration, assists IT teams in transitioning from reactive support to proactive transformation.
Lenovo’s participation at Knowledge 2025 transcended the mere presentation of tools — it was about equipping enterprises with solutions to modernize IT, uplift the employee experience, and achieve superior outcomes organization-wide.
Explore how Lenovo aids IT teams in shifting from reactive support to proactive transformation. For more information on Lenovo’s Digital Workplace Solutions, visit their official website.
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