Case Study: Largest Privately Controlled Tech Company Achieves Cloud-Native ITSM Transformation with ScreenMeet

Major IT Transformation Enterprise Overhauls Its Approach to ITSM; Selects ScreenMeet’s Cloud-Based Enterprise Remote Support Solution

Largest Privately Controlled Tech Company, a global enterprise formed by a major merger and operating across 165 countries, 55+ languages, and 87 contact centers, needed to fundamentally modernize its IT support model. As part of its IT transformation, the company wanted a cloud-based, API-first remote support approach that could integrate tightly with ServiceNow ITSM and replace fragmented legacy tools across both customer support and internal help desk teams.

ScreenMeet implemented a cloud-native remote support solution deeply integrated into ServiceNow, enabling agents to launch sessions from the browser, cobrowse, remote control devices, handle UAC escalation, and write session data back into the incident record. With ScreenMeet, the company consolidated four incumbent tools — Bomgar, LogMeIn, Skype, and Webex — into one platform, streamlined global support operations from 87 contact centers to 20 countries and nine languages, and improved speed and efficiency for its 700 ServiceNow users.