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ServiceNow:Implementation of ITSM

In this case study, a retail and manufacturing company in the USA faced technical debt and increased IT costs due to extensive customizations and the need for specialized teams to manage their platform. To overcome these challenges, the company implemented ServiceNow’s ITSM domain-separated solution, serving approximately 10 customers in a shared instance on a single platform.

By adopting a unified data model and utilizing a single platform, the company achieved reduced implementation costs, improved operational efficiency, and increased customer satisfaction. The implementation of ServiceNow’s ITSM solution effectively addressed technical debt, reduced IT costs, eliminated the need for niche teams, and streamlined operations.

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