ServiceNow Implementation: IT Service Management

Overview

The organization managed IT services through multiple disconnected tools, resulting in poor visibility, slow incident resolution, and inefficient chan...

Challenge

The organization managed IT services through multiple disconnected tools, resulting in poor visibility, slow incident resolution, and inefficient change management. IT service requests were tracked in spreadsheets, and there was no unified service catalog. The organization needed a modern IT service management platform.

Solution

Implemented comprehensive ServiceNow platform with IT Service Management (ITSM) modules including incident management, change management, service catalog, and knowledge management. Integrated with existing systems and automated workflows. Developed custom applications for specific business needs. Established self-service portal for end users.

Results

• Unified IT service management platform
• 60% reduction in incident resolution time
• Automated service request fulfillment
• 40% improvement in change management efficiency
• Self-service portal reducing IT ticket volume by 50%
• Real-time visibility into IT operations
• Improved IT service quality and user satisfaction

Technologies & Platforms