Case Study: a leading engineering company achieves a seamless ServiceNow ITSM transition in six months with Persistent Systems

Ensuring Seamless Transition to ServiceNow ITSM Within Six Months for Leading Engineering Company

A leading engineering company specializing in SaaS and AI technology faced a significant challenge when it was carved out from its parent company. Under a stringent transitional service agreement, it had just six months to establish independent operations, including a new IT Service Management (ITSM) system, or face hefty financial penalties. The company commissioned Persistent Systems, a ServiceNow partner, to implement ServiceNow ITSM to support its 5,000 global employees and meet competitive service level agreements.

Persistent Systems implemented a comprehensive ServiceNow solution, which included building a configuration management database, an employee center portal, and a global service desk with real-time dashboards. They integrated Azure AD for security and Amazon Connect for a multi-channel telephony solution. As a result, the client successfully met its deadline, avoided TSA penalties, and achieved improved IT performance visibility, streamlined service request management, and an enhanced experience for end-users.