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.
What We Were Up Against
The client faced several critical challenges that required innovative solutions.
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Service catalog was outdated and didn't reflect actual available services
How We Solved It
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.
What We Built
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
Measurable Outcomes
Real metrics that demonstrate the impact of our work
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
Technologies & Tools
The tech stack we used to build this solution
"The new portal transformed how our IT team operates. What used to take days now happens in hours, and our employees actually enjoy using it."
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