Driving Service Consistency and Visibility Through ITSM Modernisation, for Spectris Group
About the customer - Spectris
Spectris plc is a UK-based global leader in precision instrumentation, test equipment, and software solutions.With a heritage dating back to 1915, Spectris operates in over 30 countries and employs approximately 7,600 people worldwide.The company serves a diverse range of industries, including life sciences, pharmaceuticals, electronics, semiconductors, automotive, and academic research.
Spectris' portfolio includes renowned brands such as Malvern Panalytical, HBK, Particle Measuring Systems, and Servomex, providing customers with advanced measurement solutions to enhance product quality, optimize processes, and accelerate innovation.Committed to sustainability and technological advancement, Spectris continues to deliver value beyond measure to its global customer base.
The challenge
- Email-Based Ticketing: Manual handling led to delays, SLA breaches, and lack of accountability
- No ITIL Practices: Disconnected processes made service operations inconsistent and inefficient
- No Central Reporting: Leadership lacked insight into performance, volumes, and bottlenecks
Solution delivered
- Unified ITSM Platform: Implemented core ITSM for both Technology and Business Services units
- Customized Change Process: Tailored workflows to meet Business Services governance needs
- Self-Service Access: Enabled employees to raise and manage tickets via Employee Center
- JML Automation: Rolled out Joiners/Movers/Leavers workflow for employee lifecycle support
ServiceNow Modules:
ITSM
Results and Impact
Faster Resolutions:
Reduced turnaround time for incidents and requests
Improved SLA Compliance:
Higher percentage of tickets resolved within agreed service levels
Increased Automation:
Reduced manual effort with tag-driven service mapping
“Kaptius’ expertise has been instrumental in transforming our operations. With their guidance, we’ve been able to modernise our workflows and achieve significant improvements in compliance and customer service.”
Head of IT Operations, Dankse Bank
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