Case Study: Metropolitan Transit Authority improves IT service efficiency with SDI Presence and ServiceNow

Metropolitan Transit Authority cuts Service Desk calls 20% with SDI Presence

SDI Presence partnered with the Metropolitan Transit Authority, which was struggling with an outdated IT service management system. The authority needed a modern solution to efficiently manage thousands of service requests, incidents, and assets across its vast network and improve the overall employee experience.

SDI Presence implemented a comprehensive ServiceNow platform, including automation workflows, a redesigned portal, and AIOps integration. This solution led to a 20% increase in service request efficiency and a 25% streamlining of business operations. It also resulted in a 20% reduction in calls to the Service Desk, significantly improving oversight and resolution times.

Metropolitan Transit Authority