Case Study: a global consultancy leader achieves smoother ServiceNow upgrades with ITC Infotech

Global Consultancy Leader removes 35% of ServiceNow customizations with ITC Infotech

A global consultancy leader faced significant challenges due to heavy customization of its ServiceNow platform, particularly within Incident Management. This complexity led to underutilization, a degraded user experience, and upgrade difficulties. ITC Infotech was engaged to address these issues.

ITC Infotech implemented a "back-to-box" strategy to streamline and optimize the ServiceNow platform. The solution involved rationalizing customizations, simplifying processes, and aligning with out-of-the-box best practices. This resulted in the removal of 35% of customizations, which enhanced platform stability and performance, shortened upgrade cycles, and provided access to the latest features.