Global ITSM Portal
The client was struggling with fragmented IT service management across 12 global offices. Their legacy ticketing system couldn't handle the volume, and teams were using spreadsheets and email chains to track requests. We implemented a unified ServiceNow ITSM platform that consolidated all IT services into a single portal.
Client Entity
Fortune 500 Technology Corporation
Core Tech Stack
ServiceNow ITSM
Lifecycle
8 months
Classification
ServiceNow - ITSM
Global Availability
Multi-Region
Res_ID
BFS-PROJ-1229d9
Arch_Level
L4_Enterprise
01. The Requirement
Legacy system processed only 200 tickets per day, causing 3-5 day backlogs during peak periods
No visibility into service request status across different regions and departments
Manual workflows required IT staff to copy-paste information between 8 different systems
Service catalog was outdated and didn't reflect actual available services
02. The Solution
We started with a discovery phase to map all existing processes and pain points. Then we designed the ServiceNow instance using out-of-the-box functionality first, minimizing customizations. We built custom integrations only where necessary, using REST APIs and webhooks. The implementation followed an agile approach with 2-week sprints.
- Built self-service portal with 50+ catalog items covering common IT requests
- Automated 80% of routine tasks using workflow automation and approvals
- Integrated with Active Directory, Jira, Slack, and 12 other enterprise systems
- Created custom dashboards for IT leadership showing real-time metrics
- Implemented knowledge base with 200+ articles to reduce ticket volume
Ticket resolution time dropped from 48 hours to 12 hours average
First-call resolution rate increased from 35% to 68%
IT staff productivity improved by 40% through automation
User satisfaction scores rose from 6.2/10 to 8.7/10
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