A large federal bank managing over $100 billion in assets faced significant challenges as employees struggled to navigate vast amounts of content spread across multiple repositories. Within the IT department, over 1 petabyte of data included duplicated, outdated, and irrelevant information, making it difficult to quickly locate needed resources. This slowed response times to support requests in ServiceNow, as customer service representatives had trouble finding accurate information stored across platforms like SharePoint, DokuWiki, and shared drives. These inefficiencies reduced productivity and highlighted the need for improved content governance, organization, and staff capability in managing information.

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