Case Study: Armstrong World Industries reduces IT service delivery from 5 days to 10 minutes with Itential

Armstrong World Industries cuts service delivery from 5 days to 10 minutes with Itential

Armstrong World Industries faced significant IT service delivery challenges due to a fragile, homegrown Python orchestration platform that could not scale. The platform created bottlenecks, depended on a few specialized engineers, and required custom development for every new tool integration, leading to service backlogs and long wait times. To overcome this, they turned to Itential for an event-driven automation solution.

Itential replaced the internal platform with its event-driven orchestration, integrating seamlessly with ServiceNow and downstream tools via API. This solution automated the entire lifecycle of service requests, collapsing delivery times from 5 days to 10 minutes. The implementation saved 15,324 productivity hours and eliminated 7,114 days of wait time, with all ROI metrics tracked in real-time Splunk dashboards for executive visibility.

Armstrong World Industries