Case Study: Newly Divested Engineering Company establishes a standalone global service desk with Persistent PiCSM on ServiceNow

Utilizing PiCSM to Establish a Standalone Service Desk for Manufacturing Carve-Out

Newly Divested Engineering Company, a newly carved-out engineering business, needed to stand up independent IT systems and services for a global workforce across 10 geographies. Persistent Systems was brought in to deliver a greenfield ITSM environment quickly enough to meet TSA requirements while maintaining service quality, security, and a good employee experience, using its PiCSM offering on ServiceNow.

Persistent Systems implemented a dedicated, ServiceNow-powered global service desk with incident, problem, change, knowledge, request, and CMDB capabilities in just one month. The solution also included an employee self-service portal, Azure AD integration for secure access, Amazon telephony integration, and monitoring through Logic Monitor, giving the customer real-time SLA visibility, improved ticket tracking, and better overall IT performance from day one.