Business challenge
Legacy ITSM workflows varied by region, creating inconsistent service levels, manual escalations, and limited reporting across 14 global sites.
Solution approach
We designed a ServiceNow operating model spanning incident management, request routing, workflow automation, governance, and future AI-assisted service operations, allowing regional teams to work from one shared platform.
Outcomes and impact
- Improved cross-site operational visibility and reporting consistency
- Faster incident routing with fewer manual handoffs
- A scalable foundation for ITSM and governance expansion