Case study

Reducing Software Costs with Real-Time Usage Data and CMDB Accuracy

Test Author — Tue, 06 Oct 2026 15:28:33 GMT

Challenges

Manual CMDB Maintenance: Time-consuming, error-prone updates led to unreliable data.
Data Inaccuracy: Struggled to keep systems current and configuration data accurate.
No Application Usage Tracking: Lacked visibility into software utilisation across devices.

Solution Delivered

Multi-Source Integration: Connected JAMF, Qualys, and Agent Client Collector to gather real-time data on end-user devices.
Software Usage Tracking: Collected insights on application usage frequency and duration to support decision-making.

Benefits & Outcomes

18% Reduced Software Costs: Identified unused applications to optimise licensing.
Improved Compliance: Maintained accurate, auditable device and software records.
Healthier CMDB: Automated, up-to-date configuration data improved overall IT visibility.

Powering Arsenal FC’s IT Evolution with a Unified & Scalable ServiceNow Foundation

Test Author — Tue, 06 Oct 2026 15:26:43 GMT

Challenges

Manual, Disconnected Systems: Fragmented tools created inefficiencies across IT operations.
Ineffective CMDB: Configuration data failed to support key processes or deliver meaningful value.
Missing Core Processes: Existing tooling could not support essential workflows such as JML.
Platform Limitations: The current setup lacked scalability for future innovations such as AI.

Solution Delivered

ITOM Discovery & Service Mapping: Enabled real-time visibility into infrastructure and dependencies.
ITIL-Aligned Process Mapping: Standardised core ITSM workflows for greater consistency and control.
SPM Advisory: Outlined how Strategic Portfolio Management could replace spreadsheet-driven processes.

Benefits & Outcomes

£80K+ Total Implementation Contract Value: Delivered a high-value implementation with a total contract value exceeding £80K.
Unified CMDB: Centralised configuration data in a single, reliable repository.
Improved Reporting: Enhanced visibility through structured data and actionable insights.
Greater Automation: Reduced manual effort across key IT processes.

Faster Processes, Better Data: RM Education’s ServiceNow Transformation

Test Author — Tue, 06 Oct 2026 15:24:22 GMT

Challenges

Manual Contact Uploads: Error-prone, time-consuming processes with no approval linkage.
Outdated Platform Version: Running on the Vancouver release led to poor performance and higher maintenance requirements.
Job Backlog Delays: A large queue of unprocessed jobs slowed down critical operations.

Solution Delivered

Automated Contact Uploads: Enabled bulk uploads post-approval to reduce errors and improve data integrity.
Platform Upgrade: Migrated from Vancouver to Xanadu for better performance, features, and security.
Job Backlog Resolution: Cleared the job queue and recommended ongoing monitoring to maintain system efficiency.

Benefits & Outcomes

Improved Data Accuracy: Automated, approval-linked uploads reduced manual errors.
Enhanced System Performance: The platform upgrade delivered faster, more reliable operations.
Reduced Processing Delays: Job backlog resolution improved system responsiveness and stability.

How Pentesec Reduced Risk and Effort with Security Workflow Automation

Test Author — Tue, 06 Oct 2026 15:22:49 GMT

Challenges

Manual Request Handling: Legacy tools like OTRS required high manual effort and offered limited automation.
Inefficient Workflows: Processes were prone to delays and human error.
Need for Automation: Security-related requests required faster, more reliable resolution paths.

Solution Delivered

Custom Case Model: Built a ServiceNow case type aligned to firewall and cybersecurity workflows, with structured routing and escalation.
Role-Based Portal: Delivered a user-friendly, intuitive portal for request submission, tracking, and communication.
Automation Workflows: Enabled email-based integration to notify stakeholders without manual input and converted system alerts into tickets to ensure no incident goes unnoticed.

Benefits & Outcomes

Improved CMDB Accuracy: Real-time, automated updates enhanced data quality.
Cross-Team Visibility: Security, network, and IT teams gained shared insights.
Faster Resolutions: Reduced MTTR for asset- and vulnerability-related incidents.

Tailoring ServiceNow to Symity’s Workflows for Scalable Support

Test Author — Tue, 06 Oct 2026 15:20:48 GMT

Challenges

No Workflow Alignment: The existing ServiceNow setup lacked configurations tailored to Symity’s processes, creating inefficiencies.
Poor User Experience: The previous portal design was unintuitive, making request handling and tracking cumbersome.

Solution Delivered

Custom Case Type: Built a structured, scalable case type aligned to Symity’s service workflows.
User-Friendly Portal: Designed a modern portal with role-based access, smart forms, and centralised request tracking.

Benefits & Outcomes

Tailored Service Delivery: Streamlined operations through dedicated case lifecycle management.
Better User Experience: Simplified request handling with an intuitive, centralised self-service interface.

Accelerating Service Transformation at Worldline with ServiceNow CSM

Test Author — Tue, 06 Oct 2026 15:18:40 GMT

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.

Glide's Smart Customer Service Transformation

Test Author — Tue, 06 Oct 2026 14:29:17 GMT

Challenges

Multi-Sector Silos: Cases across BTR, PBSA, and Business were handled in disconnected tools.
Limited Self-Service: B2B partners and B2C residents had no digital channel to raise or track issues.
Manual SLA & Entitlements: Inconsistent SLA tracking and contract entitlement enforcement created operational gaps.
Billing Disconnect: The lack of real-time integration with the EGS platform limited billing visibility.

Solution Delivered

Unified Case Management: Implemented 3 case types with Agent Workspace, Omni-Channel, AWA, VTA, and Mobile Agent capabilities.
B2B + B2C Portals: Enabled Customer and Consumer Portals with Engagement Messenger, Knowledge Base, Surveys, and Email.
Data & Process Foundation: Established CSDM, CMDB and asset management, Product Model, Contracts, Entitlements, and SLAs.
Automation & ITSM: Implemented Visual Workflow, onboarding/offboarding, and Incident, Change, Problem, and Request management.

Benefits & Outcomes

360° Customer View: Enabled a single platform across BTR, PBSA, and Business sectors.
Faster Resolution & CSAT: Improved resolution times and customer satisfaction through AWA, Omni-Channel routing, and Knowledge Management.
Self-Service Adoption: B2B and B2C portals reduced manual ticket volume through increased self-service.

From Manual Support to Smart ServiceNow CSM in 30 Days

Test Author — Tue, 06 Oct 2026 14:26:45 GMT

Challenges

No Central Case Tracking: Disconnected tools created gaps in visibility, ownership, and resolution tracking.
Inconsistent SLAs: Manual processes led to missed deadlines and poor accountability.
No Self-Service Option: Customers could not raise or track issues independently, increasing the support workload.

Solution Delivered

Fast CSM Setup: Delivered CSM Standard with automation and self-service capabilities in 1 month.
Case Management: Set up workflows, case types, routing, and escalation logic.
SLA Tracking: Enabled timers, breach alerts, and notifications.
Customer Portal: Launched a branded portal with request tracking and knowledge base access.

Benefits & Outcomes

Faster Resolution: Automated workflows and routing reduced turnaround times.
Better SLA Compliance: Timers and alerts improved accountability and response tracking.
Higher Self-Service Adoption: The portal and knowledge base deflection reduced manual ticket volume.

Empowering Customers and Agents with a Future-Ready CSM Platform

Test Author — Tue, 06 Oct 2026 14:24:49 GMT

Challenges

Platform Shift: Required a seamless migration from ITSM to CSM without disrupting existing workflows.

Solution Delivered

CSM Implementation: Successfully deployed Customer Service Management while preserving existing processes and ensuring business continuity.

Benefits & Outcomes

Improved Customer Experience: CSM Portal enabled better engagement and self-service.
Reduced SLA Breaches: The Spotlight feature gave agents clear visibility into priority cases for faster action.

Boosting Service Speed and Visibility at Krome with ServiceNow

Test Author — Tue, 06 Oct 2026 14:21:50 GMT

Challenges

Slow Ticket Routing: Manual assignment caused delays, rework, and uneven service levels.
Field Service Gaps: Fragmented processes and weak scheduling reduced asset and operations visibility.
No Platform Integration: The lack of eBonding led to duplicated work and poor coordination.
Disjointed UX: Inconsistent experiences affected both internal staff and end users.

Solution Delivered

Smart Routing & SLAs: Auto-assigned tickets and enforced SLAs to improve speed and efficiency.
Field Service Enablement: Enabled real-time scheduling and mobile task updates for technicians.
Entitlements App: Built a custom tool to validate service eligibility and enforce contracts.
Unified Platform: Integrated ITSM, CSM, FSM, and custom apps into one seamless system.

Benefits & Outcomes

Faster Acknowledgment: Reduced the time to acknowledge submitted incidents and cases.
Quicker Resolution: Improved turnaround times for incidents and service requests.
Fewer Escalations: Increased the percentage of tickets resolved without reassignment.