Case Study: a leading UK department store chain enhances service management and brand experience with Devoteam and ServiceNow

Leading UK Department Store Chain boosts service visibility with Devoteam

Devoteam was engaged by a leading UK department store chain to upgrade its fragmented IT service management. The retailer's outdated processes and multiple platforms lacked visibility and inhibited business growth, which did not align with its pre-eminent market position and brand reputation.

Using its RAPID methodology, Devoteam implemented an integrated ServiceNow solution. This consolidated service processes onto a single platform and introduced a branded self-service portal. The results included greater process automation, improved visibility across operations, and a more consistent service experience, which helped the retailer align its IT services with its market-leading position.