Proven solutions and deep ServiceNow integration help enterprises modernize IT operations, strengthen security, and deliver better employee experiences.
CIOs and IT leaders no longer just need more technology — they need faster, higher-impact outcomes that drive business success. At ServiceNow Knowledge 2025, Lenovo demonstrated how its deep integration with ServiceNow, powered by AI and automation, helps enterprises transform IT operations, accelerate resolution times, and deliver better employee experiences — with real-world results to prove it.
“Today’s IT leaders aren’t just managing systems anymore — they’re leading the transformation of how their organizations work and compete,” said Rakshit Ghura, Vice President, Digital Workplace Solutions, Lenovo. “At Lenovo, we’re combining automation, personalization, and deep platform integration to help enterprises connect everything, empower their people, and drive faster, more meaningful outcomes across the digital workplace.”
Lenovo’s Digital Workplace Solutions (DWS) portfolio, powered by its Generative AI platform Care of One™, enables IT teams to streamline operations and support employees more effectively. At the core of this strategy is Lenovo’s close collaboration with the ServiceNow platform, where AI and automation simplify processes and accelerate resolution across the digital workplace.
As a Consulting & Implementation, Reseller, Service Provider, and Build Partner in the ServiceNow ecosystem, Lenovo combines hands-on experience with domain expertise to help enterprises maximize the full value of the Now Platform. With more than 150 enterprise deployments over seven years, Lenovo offers proven ServiceNow implementation capabilities across six core modules, helping streamline IT service management at scale.
By embedding these capabilities directly into ServiceNow environments, Lenovo reduces manual workloads, improves visibility, and delivers a smoother, more connected IT experience. Results include:
- 60% reduction in portal onboarding time and effort*
- 50% reduction in customer onboarding costs through automation***
- 20% reduction in customer churn through Service Bridge capabilities**
Bridging Integration and Innovation for the Digital Workplace
At Knowledge 2025, Lenovo presented a series of demonstrations tackling real-world challenges that enterprise IT leaders face today. These sessions displayed Lenovo’s comprehensive approach—seamlessly combining hardware, services, and intelligent automation—to transform IT operations and elevate the digital workplace experience.
Attendees discovered how Lenovo’s solutions, deeply integrated with the ServiceNow platform, can be practically applied to drive meaningful outcomes in their organizations.
Care of One™
Traditional IT support often treats all users the same. Lenovo’s Care of One™ platform hyper-personalizes support to each employee’s role and behavior, automating workflows and proactively resolving issues. Integrated with the Now Platform, it leverages hybrid AI models and a domain-specific large language model grounded in enterprise data to deliver evolving, intelligent support.
A recent internal transformation project deployed Care of One to modernize global software support operations. The team had been managing customer issues through manual processes and disconnected systems, without a standardized IT service management (ITSM) framework. With Care of One, they now deliver a smarter, more scalable support experience — predicting 15–20% case deflection and a 35% reduction in Level 1 agent effort. The platform also enables customers to self-serve up to 20% of cases through a centralized portal, improving efficiency and satisfaction.
Performance gains seen through Care of One:
- 30% improvement in user experience
• 30% reduction in end-user support costs
• 40% of issues proactively resolved by users****
Lenovo Service Desk
Disconnected systems and slow support slow down business. Leveraging ServiceNow’s IT Service Management (ITSM) application, Lenovo Service Desk seamlessly manages incidents, problems, service requests, changes, and knowledge — all critical to delivering swift, efficient support across more than 100 markets. With predictive analytics, self-healing automation, and a true “ask once” model, Lenovo Service Desk ensures users get the help they need — 24/7.
Extending this further, Lenovo’s field service automation solution—Store in a Box—brings intelligent workflows to distributed physical locations such as retail and branch environments. By enabling rapid deployment, automated diagnostics, and proactive support, it helps reduce downtime and improve operational resilience at the edge.
Watch360™
Without real-time visibility into device health, IT teams risk missing early warnings. Watch360™ provides proactive insights into device performance and user experience, enabling issues to be addressed before they disrupt operations. Developed through Lenovo’s Build Partner collaboration with ServiceNow.
Consulting & Implementation for ServiceNow
Maximizing the value of ServiceNow investments requires deep expertise. Lenovo’s certified consulting and implementation practice delivers tailored solutions — not templates — to accelerate transformation and drive business outcomes, drawing on extensive global experience.
TruScale Device as a Service (DaaS)
Managing the device lifecycle is complex. TruScale DaaS simplifies IT asset management with a flexible subscription model covering everything from provisioning to retirement — integrated with Watch360™ and ServiceNow for easier support and tracking.
Connecting the Dots Between Strategy and Execution
As enterprises face pressure to reduce costs, improve security, and deliver better user experiences, Lenovo’s approach—combining AI, automation, and deep platform integration—is helping IT teams move from reactive support to proactive transformation.
Lenovo’s presence at Knowledge 2025 was about more than highlighting tools — it’s about giving enterprises the solutions to modernize IT, elevate the employee experience, and drive better outcomes across their organizations.
Explore how Lenovo helps IT teams move from reactive support to proactive transformation. Learn more about our Digital Workplace Solutions.
*Based on Lenovo internal ServiceNow® implementation experience
**Based on internal manual data collections from ServiceNow® API integration escalations
***Reduction from 2022 data, based on 2024 Lenovo internal ServiceNow® implementation data
**** Based on data collected through Lenovo internal testing
