Case Study: Votorantim Cimentos achieves streamlined IT support with Devoteam and ServiceNow ITSM

Votorantim Cimentos Europa, Asia & Africa maximises value with IT

Votorantim Cimentos, a major global cement producer, faced challenges with a fragmented IT ecosystem and inconsistent service quality after a period of rapid growth. To standardize and modernize its operations, the company selected ServiceNow IT Service Management (ITSM) and IT Operations Management (ITOM) and appointed the vendor Devoteam to manage the deployment for its Europe, Asia, and Africa region.

Devoteam implemented a centralized ITSM platform with multi-language support and an extensive self-service portal. This solution automated request routing, provided full visibility into IT assets via ITOM, and significantly improved resolution times. The results were highly successful, including 65% of employees using self-service, 85% rating the service as good or excellent, and 90% of all tickets being created within the platform.

Votorantim Cimentos

José Antonio Palomero del Agua

Business Solutions and Architecture Regional Manager