Service Management Transformation

ServiceNow implementation ITSM Communication Services

Client Case

An international company specializing in broadband satellite services It offers satellite capacity and services for video and data applications to businesses and public administrations Thanks to dozens of satellites, the company operates in 150 countries in Europe, the Middle East, Africa and America
The Company used various IT Service Management tools in various geographical locations The project was initiated with the aim of converging towards a single tool in order to reduce costs and facilitate communication between the various units This situation is common to several multinational groups in which operates, due to regional specificities or following acquisitions
After a detailed assessment of the existing applications that allowed the Client to choose the appropriate tool, guided the Client through the harmonization of the processes and their implementation in the following areas:
  • Incident management
  • Configuration management database and asset management
  • Change management
  • Single service portal with optimized user experience
  • Change management: interactive course for users on the new incident management process
Reduction of costs and complexity
  • Reduction in the number of platforms that need to be managed, maintained and developed from 3 to 1
  • Optimization of licenses
  • Reduction of integrations with external systems
  • Harmonized processes
  • Unified reporting for the entire group