Driving IT Service Transformation with ServiceNow
A global telecom enterprise operating across multiple regions and serving millions of customers daily sought to modernize its IT service management landscape. The company managed a vast portfolio of internal and customer-facing applications but was hindered by fragmented legacy systems, manual workflows, and inconsistent service delivery experiences.
Business Challenge
The client’s existing IT operations framework struggled to meet growing business demands and service-level expectations. The major challenges included:
Slow incident resolution, frequently breaching SLA targets due to manual triage and lack of automation.
Limited visibility into IT assets and dependencies across regional environments.
Scalability issues, preventing IT operations from keeping pace with the company’s rapid global expansion.
Inconsistent employee experience, as there were no unified self-service portals or standardized workflows.
The organization needed an integrated cloud-based IT Service Management (ITSM) and IT Operations Management (ITOM) platform to unify processes, improve service delivery, and enhance visibility across the enterprise.
SpikeIT’s Approach
As a certified ServiceNow Partner, SpikeIT Global Solutions designed and implemented a comprehensive ServiceNow Cloud Solution tailored to the client’s IT and business objectives.
Assessment & Process Mapping
Conducted a detailed as-is assessment of IT workflows, asset dependencies, and incident volumes across business units.
Identified key process gaps and bottlenecks affecting SLA adherence and service delivery.
Benchmarked IT performance metrics against industry standards to identify automation opportunities and define measurable KPIs for service improvement.
Created a transformation roadmap outlining phased implementation for ITSM and ITOM modules.
Unified ServiceNow Platform Implementation
Deployed ServiceNow ITSM and ITOM modules on the cloud, integrating them with existing infrastructure and applications.
Unified all incident, problem, change, and request management processes into a single platform.
Enabled CMDB (Configuration Management Database) for real-time visibility into IT assets, configurations, and relationships.
Implemented service mapping to automatically detect and document dependencies across applications and infrastructure.
Automation & Predictive Intelligence
Leveraged AIOps and Predictive Intelligence for proactive issue detection and root-cause analysis.
Automated recurring tasks such as ticket assignment, escalation, and resolution tracking to reduce manual effort.
Built a self-service employee portal with an AI-powered Virtual Agent to streamline requests and empower end users.
Governance & Change Management
Established governance models to standardize workflows and ensure compliance with ITIL best practices.
Trained IT and support teams for smooth adoption of ServiceNow modules and new automation workflows.
Established a Center of Excellence (CoE) to oversee continuous improvement, ensure platform governance, and drive consistent adoption across business units.
Key Outcomes
Incident Resolution Efficiency
Achieved a 45% reduction in average resolution time through automation and AI-driven prioritization.
Enhanced Visibility
Real-time asset and service dependency mapping improved root-cause analysis and problem management.
Improved Availability
Significant uptime improvement due to proactive monitoring and automated remediation workflows.
Employee Empowerment
Self-service portals and virtual agents reduced dependency on manual IT support.
Executive Transparency
Leadership gained real-time visibility into operations through interactive dashboards and performance analytics.
SpikeIT’s Edge in ServiceNow Implementations
With extensive experience across ITSM, ITOM, HRSD, GRC, and SecOps, SpikeIT enables organizations to unlock ServiceNow’s full potential — automating workflows, optimizing performance, and driving measurable outcomes.
Key Differentiators:
Certified ServiceNow Implementation Partner with domain-specific accelerators.
Proven expertise across multi-module ServiceNow deployments.
Pre-built templates for ITSM workflows, dashboards, and automation rules.
Strong integration capabilities with AWS, Azure, and hybrid environments.
Emphasis on governance, change management, and user adoption.
Executive Takeaway
Through its framework-driven ServiceNow implementation, SpikeIT transformed a complex, fragmented IT environment into a unified, agile, and intelligent service ecosystem. By leveraging automation, AIOps, and self-service enablement, the client achieved faster resolution times, improved operational visibility, and superior employee experience — setting the foundation for long-term digital excellence.