Accelerating Service Transformation at Worldline with ServiceNow CSM

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Challenges

  • Limited CSM Functionality: Missing AI, proactive operations, and field service capabilities slowed service maturity.
  • Integration Gaps: The lack of real-time synchronisation with RDG, Dynatrace, and Zabbix risked delayed responses.
  • No Unified Case View: Siloed case, incident, and change data hindered resolution and accountability.

Solution Delivered

  • Dedicated Instance Setup: Deployed a standalone ServiceNow instance tailored to business-specific needs.
  • Categorisation Redesign: Rebuilt the category structure into scalable Services and Service Offerings for improved case routing and reporting.
  • Automated Assignment Mapping: Replaced Excel-based mapping with dynamic, rule-based assignment to streamline case routing.

Benefits & Outcomes

  • Successful Platform Exit: Transitioned off the Atos platform before the March 2025 deadline.
  • Future-Ready Architecture: Positioned the platform to upgrade to CSM Pro+ and adopt Agentic AI.
  • Scalable Self-Service: Enabled a customer-facing portal to support ongoing digital service expansion.