The State of Ohio has established a governance model to better support IT optimization initiatives, due in large part to its success adopting new cloud platforms across agencies and dumping antiquated, siloed systems, said Renee Evans, enterprise service management administrator for Ohio’s Office of Information Technology (OIT).

The nature of work–the jobs performed and the cross-departmental collaboration required to get them done–has not changed much in the past two decades, but the means to perform those jobs can be revolutionized in the next three to five years, said John Donahoe, president and CEO of cloud platform provider ServiceNow.

With a desire to improve cross-agency communication and streamline IT service delivery, Ohio turned to ServiceNow for an enterprise IT service management tool.