Case Study: Midcounties Co-operative improves SLA compliance and self-service adoption with Devoteam and ServiceNow

Midcounties Co-operative boosts SLA compliance by 70% with Devoteam

The Midcounties Co-operative, the UK's largest independent co-operative, faced significant challenges with its overwhelmed legacy IT service desk. This led to poor service levels, with only half of requests meeting SLAs, and caused employees to bypass proper IT support channels. To modernize its service management for 9,000 colleagues, Midcounties partnered with vendor Devoteam to implement a ServiceNow solution.

Devoteam deployed ServiceNow IT Service Management, including a self-service portal, in just 55 days. This solution enabled Midcounties to completely replace its service desk by routing tickets directly to resolver groups. The implementation by Devoteam was highly successful, driving user adoption of self-service from 6% to 88% within two months and achieving a 70% improvement in SLA compliance.

Midcounties Co-operative