FreshService to ServiceNow: Redefining Service Excellence at Aston Martin Lagonda

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Challenges

  • Manual Triage: Ticket routing and categorization were handled manually, causing delays.
  • Fragmented Portals: Disconnected tools across IT, HR, Procurement, and Dealer Support.
  • Limited Automation: Basic workflows lacked a scalable automation layer.
  • Siloed Systems: No integration across Infor, Infor HR, SCCM, Intune, and LogicMonitor, leading to manual data handling and disconnected operations.
  • HR Privacy Risks: Shared mailboxes and lack of data ring-fencing created privacy concerns.

Solution Delivered

  • ITSM Implementation: Standardized Incident, Request, Problem, and Change Management.
  • Dealer Portal: Implemented Entra B2C SSO with entitlement-based access and case management.
  • Custom HR App: Enabled secure HR cases, JML automation, and lifecycle events.
  • Unified Employee Portal: Created a single portal for IT, HR, Procurement, and Aftersales.
  • Enterprise Integrations: Integrated Infor, Infor HR, SCCM, Intune, and LogicMonitor to automate data exchange and eliminate manual handoffs.
  • CMDB & CSDM: Established a foundational data model for scalability and governance.

Benefits & Outcomes

  • Automated Operations: 55% of service catalog items automated via Flow Designer and Integration Hub.
  • Faster Resolution: Improved MTTR with real-time dashboards and accurate reporting.
  • Scalable Platform: Built a future-ready architecture supporting AI and advanced automation initiatives.