Case Study

To address the challenges and gain real-time visibility into their IT infrastructure, the e-commerce client adopted ServiceNow IT Operations Management. The platform empowered the company with proactive problem management by providing valuable insights into the performance, availability, and dependencies of their IT services. It also facilitated automated event correlation and root cause analysis, streamlining the resolution process and reducing the impact of incidents on their operations.  

Leveraging ServiceNow IT Operations Management had a transformative impact on client's IT operations. The company significantly reduced service disruptions and minimized downtime by quickly identifying and resolving issues before they could affect end users. The platform's proactive approach enabled the client to maintain better control over their IT infrastructure, leading to improved service reliability and heightened customer satisfaction.  

By replacing manual email-based processes with a central support platform, the client achieved enhanced support services for its customers and employees. The dedicated 24/7 support team ensured that requests were handled promptly, contributing to a better work-life balance for the previous team members who no longer needed to be on call out of hours. Additionally, the central portal on ServiceNow empowered both customers and staff to access knowledge articles, perform searches, and create support cases seamlessly.