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  • Technology Solutions

Automated 60% of Service Requests for a Global tech Leader Through Digital Transformation with ServiceNow ITOM Implementation

Software & Hi-Tech
Posted On: 11 March, 2025

About the Client

  • Founded in Japan in 1910, the client has evolved into a global technology company.
  • Offers a diverse portfolio of businesses, including IT services, infrastructure systems, industrial equipment, and digital solutions.
  • Operates across 100+ countries.
  • Known for its innovative solutions, especially in IT, AI, and IoT.

Business Needs

  • Spearhead ITOM modernization across all group companies
  • Integrate disparate tools, systems, processes
  • Migrate BMC Remedy to the ServiceNow platform
  • Minimize manual intervention and automate repetitive processes
  • Develop and deploy a self-service portal with omnichannel support integration
  • Monitor the lifecycle of all ITSM processes
  • Discover and identify various configuration items (CIs) within data centers

Solutions

  • Enabled BYOD support to improve flexibility and productivity while ensuring security and compliance.
  • Facilitated seamless, real-time analytics to provide actionable insights.
  • Managed the asset lifecycle effectively, from requisition to disposition.
  • Fostered integrations to unify applications that were functioning independently.
  • Provided convenient self-service options.
  • Enhanced visibility into software license compliance.

Business Impact

  • Automated 60% of service requests, resulting in a 35% decrease in service tickets.
  • Achieved a 30% savings in IT support costs.
  • Executed and tracked more than 1.6 million process tasks with precision.
  • Implemented a unified platform and standardized global processes.
  • Boosted productivity by delivering rapid resolutions and on-the-go support.
  • Increased efficiency by ensuring integrated omnichannel support with better MTTR and real-time visibility.
  • Improved operational efficiency by 15% through automation, insights, and a unified records system.
  • Boosted usability through successful integration with existing systems and processes.
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