Case Study: UK Department Store Chain modernises ITSM with Devoteam and ServiceNow

UK Department Store Chain trains 100 users with Devoteam

a leading UK department store chain needed to modernize its outdated IT service management processes, which relied on a mix of Lotus Notes and in-house tools, to better support its growth. The legacy systems offered poor visibility into incident status and lacked automation, hindering efficiency and service levels. To address this, they partnered with Devoteam to implement a solution using the ServiceNow platform.

Devoteam implemented ServiceNow's core ITSM modules using their RAPID implementation method. The solution included a user-friendly self-service portal, automated workflows, and improved reporting. This provided better visibility into IT services, empowered users to track their own requests, and enabled more informed operational decisions. As a result, the customer can now concentrate on eliminating service interruptions and manage problems more effectively, with Devoteam delivering an integrated, cloud-based ITSM suite.