Modernizing the Process for AAFES Field Agents Across the Globe

AAFES, the Army and Air Force Exchange Service, provides retail support to the military worldwide through their 2,700 locations and ecommerce site. Wherever military personnel are stationed, an AAFES location is nearby to assist with supplies and retail requirements. Needing improved I.T. process efficiency and enhanced capabilities, Veracity was brought in to implement ServiceNow for their ITSM operations. In addition to essential Incident, Problem, and Change functionality, AAFES field services staff now have greatly enhanced capabilities to log, track, complete, and report on their work. Mobile access via the ServiceNow Agent app has increased efficiency and improved the quality and quantity of the work being tracked. Through these updates, AAFES’s I.T Operations are better empowered serve those who serve our country.