Case Study: Industrial Firm streamlines IT service management with Concurrency, Inc. and ServiceNow

Customized ServiceNow Deployment Streamlines Processes and Achieves a Smaller Infrastructure Footprint

Industrial Firm, a transportation company with nationwide operations, turned to Concurrency, Inc. to replace its prior IT service management platform with a more streamlined solution and a smaller infrastructure footprint. The organization was specifically looking for stronger analytics and reporting, customizable forms, and easier upgrades without disruptive weekend maintenance.

Concurrency, Inc. implemented ServiceNow for incident management, service requests, and change management, along with a custom-branded end-user portal. The solution included custom forms and scripts, Azure single sign-on, Active Directory integration, SCCM integration, and a mid-server for internal communications. The result was a more powerful, streamlined service management platform that reduced IT effort, enabled automated password resets, and created a foundation for future workflow automation.