Case Study: a Japanese multinational electronics and ceramics manufacturer achieves 99% ServiceNow CSM license reduction with Royal Cyber

Japanese Multinational Electronics and Ceramics Manufacturer reduces ServiceNow CSM license consumption by 99% with Royal Cyber

A Japanese multinational electronics and ceramics manufacturer faced a critical challenge with its ServiceNow Customer Service Management (CSM) system, where license utilization had spiked to 240 times the number of licenses purchased. This over-provisioning created a severe financial drain, threatened service disruptions during peak hours, and blocked the company's ability to scale its support operations. The vendor, Royal Cyber, was engaged to address this escalating risk to both the budget and customer satisfaction.

Royal Cyber deployed a specialized team to conduct a forensic license audit, analyzing 12 months of user activity to uncover the root cause: automation scripts and custom portal elements that were incorrectly assigning partner roles. Their solution involved cleaning up these misconfigurations, reassigning licenses based on actual need, and implementing new governance controls. The results were a 99% reduction in license consumption, the elimination of service disruption risk, and full compliance for vendor negotiations.