ServiceNow: Implementation of ITSM-Domain Separation

This case study highlights a retail and manufacturing company in the USA facing technical debt and increased IT costs due to extensive customizations and the need for specialized teams to manage their platform. To address these challenges, the company implemented ServiceNow’s ITSM domain-separated solution, catering to around 10 customers in a shared instance on a single platform. By adopting a unified data model and leveraging a single platform, the company achieved reduced implementation costs, improved operational efficiency, and customer satisfaction.