Challenge

A global manufacturing company with operations across 12 countries was struggling with fragmented IT service management. Different plants were using separate ticketing systems and manual email based support processes.

Pain Points

• Incident resolution taking 48 to 72 hours

• Lack of visibility across IT operations

• Multiple tools creating data silos

• Poor SLA tracking

Solution

Our team implemented ServiceNow ITSM to centralize all IT support operations. We designed automated incident routing, integrated monitoring tools, and built a unified service portal for employees.

Results

• Incident resolution time reduced by 45%

• 100% centralized ticket management

• Automated SLA monitoring and reporting

• Improved IT operational visibility