Case Study: Leading Software Security builds a standalone service desk in three weeks with Persistent Systems

Building Out a New Service Desk Within Three Weeks for a Software Security Provider

Leading Software Security, a leading software security provider, was undergoing a divestiture from its parent company and needed to quickly stand up an ITSM function for more than 4,000 customers and 2,000 employees across 100 global locations. Facing over 30,000 tickets annually and a strict TSA timeline, the company turned to Persistent Systems for a greenfield ServiceNow-based service desk implementation.

Persistent Systems used its Persistent Intelligent Cloud Service Management (PiCSM) solution to deploy a ServiceNow-powered service desk in just three weeks, with an employee self-service portal, mobile app, Okta MFA integration, and Amazon Connect telephony. The result was a standalone, secure service desk that improved ticket tracking, real-time visibility, SLA enforcement, and compliance while supporting high-volume service requests without disrupting customer or employee productivity.