Case Study: Croda achieves improved global service levels and faster issue resolution with Ivanti Service Manager

Cloud-Optimized ITSM Solution Maximizes IT Value Globally through Increased Service Levels and Enhanced User Experience

Croda, a global manufacturer of specialty chemicals, needed to replace an aging, decentralized on‑premise help desk that relied on paper processes and couldn’t track tickets or produce reliable reports. They selected Ivanti and its Ivanti Service Manager, powered by Heat, to deliver a cloud‑optimized, ITIL‑based service management platform to unify service processes across the business.

Ivanti implemented Self Service, Service Catalog, Incident, and Change Management modules in a phased rollout, creating a single global system across 68 sites with 4,239 users going live on Day 1. The Ivanti solution improved user experience and SLA tracking, enabled automated onboarding and stronger audit/compliance controls, centralized change processes, and reduced unresolved incidents over 21 days by 5% (now 16.3%), delivering faster resolution and measurable productivity gains.

Croda

Stacey Evans

Group IT Services Manager