Case Study: Fortune 100 Company modernizes IT service delivery with ProKarma and ServiceNow

Migrating to a new service portal

Fortune 100 Company, a healthcare organization, faced the daunting task of migrating from its existing ITSM tool to ServiceNow, a change that would impact nearly every aspect of its IT operations. ProKarma partnered with the company to define, design, and plan the migration while supporting multiple applications and integrations across the organization’s day-to-day IT needs.

ProKarma led workshops with stakeholders to gather sprint requirements, ran custom design sessions to shape the customer-facing Service Portal, and integrated third-party systems to centralize requests. The result was a more streamlined, modern service portal built on ServiceNow, though the case study did not provide specific measurable impact.