Case Study: a major chip equipment company accelerates customer issue resolution with Kovair Software’s ServiceNow-ALM integration

a major chip equipment company accelerates releases with Kovair Software using 1,726-view ServiceNow integration

One of the world's largest chip equipment companies faced a challenge where its ServiceNow problem management and Kovair ALM systems operated in silos. This required their support team to manually search Kovair ALM for issue resolutions and release details, then re-enter that data into ServiceNow. This tedious process caused significant delays in responding to customers, increased manual effort, and added operational costs.

Kovair implemented its Omnibus Integration Platform to seamlessly connect ServiceNow and Kovair ALM. This solution automated the bidirectional flow of problem and issue data, linking records and triggering notifications for status changes. As a result, the client significantly accelerated their release cycles, provided customers with prompt responses on resolution dates, and gained real-time visibility into issue statuses and end-to-end traceability. The integration eliminated manual effort, reduced costs, and improved overall productivity.