ServiceNow B2B Case Studies & Customer Successes

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ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, ServiceNow helps the modern enterprise operate faster and be more scalable than ever before. Customers use service models to define, structure and automate the flow of work, removing dependencies on email and spreadsheets to transform the delivery and management of services for the enterprise. ServiceNow enables service management for every department in the enterprise including IT, human resources, facilities, field service and more. ServiceNow delivers a ‘lights-out, light-speed’ experience through enterprise cloud – built to manage everything as a service.

Case Studies

Showing 280 ServiceNow Customer Success Stories

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Aaron's halves call volume and cuts fulfillment times by 95% with ServiceNow

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Actelion Pharmaceuticals achieves global, streamlined IT self-service and faster request fulfillment with ServiceNow

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ActivTrades achieves 99% online IT requests and faster resolutions with ServiceNow

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adidas achieves 70% self-service adoption and 6-hour mean time to resolution with ServiceNow

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AEGIS Insurance Services achieves robust emergency preparedness and business continuity with ServiceNow

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AEGIS Insurance Services achieves faster request fulfillment and automated facilities management with ServiceNow

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AEGIS Insurance Services achieves streamlined, integrated IT service management and stronger compliance with ServiceNow

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AEGIS Insurance Services centralizes PTO and reduces overhead by $135 per employee with ServiceNow

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AEGIS Insurance Services achieves enterprise-wide IT automation and self-service with ServiceNow

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Affinity Water achieves 85% self-service request fulfilment and reduced regulatory risk with ServiceNow

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Agropur achieves IT consolidation and faster incident and change management with ServiceNow

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Al Jazeera Media Network achieves streamlined, enterprise-wide service management with ServiceNow

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Alectra Utilities achieves consolidated IT service desks and 75% self-service adoption with ServiceNow

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Allianz Life achieves automated, business-focused compliance and risk reduction with ServiceNow

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AltaGas achieves rapid GRC maturity and centralized risk management with ServiceNow

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Ameren achieves rapid field-service automation and real-time visibility across 300+ telecom sites with ServiceNow Field Service Management

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American Express Global Business Travel achieves automated onboarding, 90% fewer emails and $500K annual savings with ServiceNow

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Amplifon achieves streamlined global IT service delivery and exceptional retail customer experiences with ServiceNow

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Amplifon achieves streamlined, localized IT support and reduced ticket volume with ServiceNow

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Antares Vision achieves a single source of truth and faster case resolution with ServiceNow

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Ashley Furniture Industries achieves IT modernization, increased efficiency and transparency with ServiceNow

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Asurion achieves 86% new-hire onboarding satisfaction and rapid 2-month automation with ServiceNow

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Australian Catholic University achieves centralized, consumer-grade staff services across seven campuses with ServiceNow

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Automic Software achieves 80% self-service incident intake and improved support productivity with ServiceNow

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Automize achieves expanded customer reach and 4x automation with ServiceNow

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Bank of Ireland achieves 75% faster change management and stronger multi-vendor governance with ServiceNow

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Banner Health achieves faster, more transparent contract management and improved patient outcomes with ServiceNow

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Basware achieves faster support resolution and higher customer satisfaction with ServiceNow

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Beachbody achieves 90% reduction in service outages and 250% increase in documented changes with ServiceNow

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Becton Dickinson achieves faster, data-driven workflow optimization with ServiceNow Performance Analytics

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Biffa achieves faster, data-driven service delivery with ServiceNow

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Blue Crystal Solutions achieves unified ITIL service management and customer self-service with ServiceNow

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Bournemouth University achieves IT tool consolidation and £150,000 in savings with ServiceNow

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Brisbane Catholic Education achieves centralized IT service management and real-time visibility with ServiceNow

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Bristow Helicopters achieves standardized global service management and faster change control with ServiceNow

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Brit Insurance achieves rapid IT service automation and business-wide integration with ServiceNow

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Broadcom achieves seamless acquisition integration and significant cost savings with ServiceNow

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Broward Health achieves a 500-item clinician service catalog and streamlined IT service delivery with ServiceNow

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C.H. Robinson achieves logistics transformation and companywide workload management with ServiceNow

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Career Education Corporation achieves centralized, enterprise-wide service management with ServiceNow

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CareWorks achieves unified IT across six businesses and automated audit controls with ServiceNow

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Carhartt achieves automated, measurable and scalable retailer onboarding with ServiceNow

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Carlson achieves fast, easy custom apps and streamlined shift turnover with ServiceNow

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Carlson Wagonlit Travel achieves smoother global ITSM migration and reduced service-desk workload with ServiceNow

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Cars.com achieves faster, automated workflows and major time savings with ServiceNow

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CDL achieves 100x faster customer request processing and 97% SLA with ServiceNow

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Centralschweizerische Kraftwerke AG achieves 75% process automation and saves 2,400 working hours with ServiceNow

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Centrica achieves seamless ITSM transformation and handles 30% service‑desk spike with ServiceNow

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CEPSA achieves 29% faster incident resolution and 11% higher service levels with ServiceNow

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CERN achieves unified IT and business service management with ServiceNow

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CH2M achieves a unified global HR support model with ServiceNow HR Service Delivery

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City and County of Denver achieves 66% faster vendor risk survey responses and streamlined vendor onboarding with ServiceNow

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City of Raleigh achieves consolidated IT services, reassigns 9 FTEs and cuts records-request time by 50% with ServiceNow

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Cloud Gateway achieves 100% availability and 25% faster incident processing with ServiceNow

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Cognita achieves crystal-clear IT visibility and maximum budget efficiency with ServiceNow

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Community Health Systems achieves 95% automated software tracking and millions in savings with ServiceNow Software Asset Management

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Compass Group Australia achieves faster IT resolution and 20% fewer open tickets with ServiceNow

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Consumer Goods Company achieves standardized global ITSM, faster incident response and $360K annual savings with ServiceNow ITSM

Cox Automotive achieves HR transformation for 25,000 employees with ServiceNow

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Craft Brew Alliance achieves rapid ITSM modernization and improved collaboration, visibility, and efficiency with ServiceNow

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Cubic Transportation Systems achieves automated field services and real-time ticketing-machine incident detection with ServiceNow

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Danske Bank achieves 93% reduction in high-priority incidents and 6x faster service restoration with ServiceNow

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Datavail achieves 250% ROI and 10% productivity increase with ServiceNow

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de Volksbank achieves IT service excellence and 25% improved IT efficiency with ServiceNow

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Deakin University achieves faster, automated IT service delivery with ServiceNow

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Desjardins Group consolidates 3,500 legacy applications and saves millions with ServiceNow

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DP World Australia achieves measurable, consistent IT service delivery and cultural change with ServiceNow

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Dubai Silicon Oasis Authority achieves faster, automated IT service delivery and real-time transparency with ServiceNow

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DXC Technology achieves unified HR service delivery and improved employee satisfaction with ServiceNow

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Echo Entertainment Group achieves rapid IT maturity and enterprise-wide service automation with ServiceNow

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EL AL Airlines achieves improved service availability and faster time-to-resolution with ServiceNow ServiceWatch

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ElectraNet achieves streamlined, user-friendly IT service management with ServiceNow

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Energias de Portugal achieves a unified IT platform and improved IT service delivery with ServiceNow

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Epicor achieves faster issue resolution and higher customer satisfaction with ServiceNow Customer Service Management

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Equinix achieves IT consolidation, automation and faster SOX audits with ServiceNow

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Equinix achieves a consolidated global IT platform and major increases in IT and employee productivity with ServiceNow

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Equinor achieves streamlined global service delivery and a 15% rise in employee satisfaction with ServiceNow

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Ernst & Young achieves higher HR efficiency and transformed HR service delivery with ServiceNow

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Ernst & Young (EY) achieves efficient, consistent global HR delivery and real-time insights with ServiceNow

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European Space Agency achieves unified global service management and 80% self-service with ServiceNow

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Experian achieves a single system of engagement and 50% faster service delivery with ServiceNow

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Experian modernises the employee experience and cuts incident handling time by 50% with ServiceNow

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Fairfax Media achieves centralized, cross-border IT support and reduced call volumes with ServiceNow

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Fairview Health Services achieves automated, streamlined IT disaster recovery with ServiceNow

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Fairview Health Services achieves automated disaster recovery and an accurate single source of truth with ServiceNow

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Federal Public Service Health achieves 60% fewer incidents and faster HR turnaround with ServiceNow

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Federal Public Service Health (FPS Health) reduces incidents by 60% and HR response time by 62% with ServiceNow

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Financial services company dramatically reduces risk while saving $28 million

Capital Financing Firm prioritizes resiliency planning by business impact with ServiceNow Platform

Finastra achieves operational scalability and $350K annual savings with ServiceNow

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Flextronics achieves global IT consolidation and automation for 70,000 users with ServiceNow

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Freedom Security Alliance achieves 40% faster security investigations and scalable MSSP growth with ServiceNow Security Operations

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G-Cloud achieves 50% fewer support tickets, 15% IT support efficiency gain and €30M IT cost savings with ServiceNow

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Gatwick Airport achieves 15% Opex savings and transforms service delivery with ServiceNow

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GE Capital achieves faster, more accurate risk assessments and stronger business continuity with ServiceNow

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GE Digital achieves $7M annual savings and streamlined global ITSM with ServiceNow

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General Mills achieves a truly global, consumer-grade HR experience with ServiceNow HR Service Delivery

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Global Education Provider achieves 2 million student wait‑hours saved and faster IT service delivery with ServiceNow Orchestration

Global Investment Bank achieves streamlined global HR service and cost savings with ServiceNow

Globalia achieves dramatic operational efficiency (95% reduction in admin time; 89% faster incident resolution) with ServiceNow

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GovDC achieves rapid, scalable ICT service delivery and a unified marketplace for NSW with ServiceNow

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Government Research Lab achieves standardized, automated service management across IT and facilities with ServiceNow

GRUMA achieves 25% process improvement and faster response times with ServiceNow

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Grupo Bimbo achieves 30%+ reduction in helpdesk call volume and a 90% first-time fix rate with ServiceNow

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H&R Block Canada achieves faster service delivery and streamlined operations with ServiceNow

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HealthPartners achieves unified work visibility and modernized project management with ServiceNow

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Hong Kong Baptist University achieves 4.7 average user satisfaction and 85% fewer overdue requests with ServiceNow

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Howard County achieves streamlined IT and business workflows with ServiceNow

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IFS achieves 71% service-request automation and 140,000+ hours saved with ServiceNow

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INEOS Styrolution achieves 50% reduction in ticket backlog and time to resolution with ServiceNow

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Infoblox achieves enterprise self-service and automated service delivery with ServiceNow

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Informa Information Management Experts achieves IT consolidation and agility with ServiceNow

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Informa Information Management Experts achieves enterprise-wide IT service standards with ServiceNow

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Integration Partners achieves automated sales-order processing and full operational visibility with ServiceNow

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International courier and delivery services company achieves improved IT service levels and vendor accountability with ServiceNow

Intervial Chile achieves free-flow electronic tolling and real-time incident management with ServiceNow

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James Cook University achieves higher IT service satisfaction and streamlined HR request management with ServiceNow

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Juniper Networks achieves rapid, modern IT service management and happier engineers with ServiceNow

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Khan Bank achieves digital transformation and streamlined IT service delivery with ServiceNow

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Kimberly-Clark achieves a trusted, automated global CMDB with ServiceNow Discovery

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Kingfisher (Europe’s largest home-improvement retailer) achieves rapid IT consolidation and modernized service management with ServiceNow

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Knorr-Bremse AG achieves a worldwide ITSM rollout in one day with ServiceNow

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Large Restaurant Chain achieves 70% reduction in audit effort and enhanced GRC visibility with ServiceNow

Latham & Watkins LLP Driving Enterprise Service Management for Growth Effectiveness Globalization and a Changing Workforce

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Latham & Watkins achieves global shared-service efficiency and a 90% reduction in average incident age with ServiceNow Performance Analytics

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Leading Global Company achieves rapid, automated service modeling and improved service availability with ServiceNow ServiceWatch

Leading Global Software Company achieves ITSM/ITOM modernization and $12M/year in cost savings with ServiceNow Now Platform

Leading Insurance Company achieves simplified, streamlined IT service delivery worldwide with ServiceNow

Leading Wireless Service Provider cuts VM delivery from 5 days to 1 hour and saves $5M/year with ServiceNow Cloud Management

Lennox International achieves IT transformation and rapid self-service automation with ServiceNow

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Lexmark achieves streamlined, automated printer driver publishing in under 15 minutes with ServiceNow

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Lone Star College achieves IT consolidation and 24/7 support for 100,000 students and staff with ServiceNow

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Loyola Marymount University achieves streamlined IT service delivery and improved collaboration with ServiceNow

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Magellan Health achieves dramatically improved HR service delivery with ServiceNow Employee Service Center

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Magellan Health achieves 75% self-service resolution and 40% reduction in HR caseload with ServiceNow HR Service Delivery

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Major Food Retailing Company achieves accurate service mapping and reduced change risk with ServiceNow

Malaysia Airlines achieves seamless, employee-centered service delivery and faster innovation with ServiceNow

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Man Investments achieves streamlined operations and faster response times with ServiceNow

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Mary Kay achieves incident resolution in under 24 hours (down from 7+ days) with ServiceNow

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Medibank achieves unified service management and higher self‑service adoption with ServiceNow

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Melbourne City Mission achieves faster incident resolution and higher self-service adoption with ServiceNow Express

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MetroPCS achieves unified service delivery and rapid custom app rollout with ServiceNow

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MGM doubles IT service desk productivity and cuts wait times with ServiceNow

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MLC Life Insurance achieves enterprise-wide governance, risk and compliance with ServiceNow

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Moody's Corporation achieves greater control and improved employee efficiency with ServiceNow

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National Apprenticeship Training Scheme achieves near-zero engineering incidents and halves onboarding time with ServiceNow

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National Grid achieves £1.2M cost savings and operational excellence with ServiceNow

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National Institute of Education (NIE) achieves a virtual campus and streamlined IT service management with ServiceNow

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NATS achieves a zero-incident culture and sub-5-minute incident resolution with ServiceNow

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Navigant achieves IT modernization and increased efficiency with ServiceNow

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NetApp achieves streamlined, measurable Quote-to-Invoice productivity and $185K annual savings with ServiceNow

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New York City Department of Health and Mental Hygiene achieves streamlined service requests and 90%+ SLA with ServiceNow

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NEXTDC transforms customer experience and cuts internal response time by up to 500% with ServiceNow

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NHS Blood and Transplant achieves HR transformation and a single point of contact in six weeks with ServiceNow

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NHS Blood and Transplant achieves a unified employee service experience with ServiceNow

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NICE achieves faster, higher-quality customer support and 80% self-service with ServiceNow Customer Service Management (CSM)

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Nomura Americas achieves scalable, automated compliance exception management with ServiceNow

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NORCAL Group achieves streamlined, AI-driven end-to-end claims management with ServiceNow

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Nordex achieves accelerated incident resolution and real-time IT visibility with ServiceNow

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Northern Alberta Institute of Technology achieves streamlined campus services and enhanced student experience with ServiceNow

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Norwegian Geotechnical Institute achieves streamlined self-service and automated onboarding with ServiceNow

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Novant Health achieves 62K more clinician hours/year and a 35% reduction in triage time with ServiceNow

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Novant Health creates more time for patient care with ServiceNow

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Novartis achieves scalable, unified global vendor risk management with ServiceNow

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NTT Communications achieves complete global service integration and 92% faster integrations with ServiceNow

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NXP achieves faster product development and reduced IT costs with ServiceNow

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Oak Ridge National Laboratory achieves rapid configuration visibility and improved IT efficiency with ServiceNow

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OhioHealth moves from cost center to valued business partner with ServiceNow

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Omnicare achieves end-to-end visibility and improved SLA performance with ServiceNow

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Orange Business Services achieves a unified, carrier-grade customer experience with ServiceNow

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Orion Engineered Carbons achieves 80% fewer open tickets, 50% service-desk cost reduction and 90%+ user satisfaction with ServiceNow

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Oshkosh Corporation achieves enterprise-wide service consolidation and $3M savings with ServiceNow

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Outpatient Imaging Affiliates achieves 50% reduction in IT support calls with ServiceNow Express

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Overstock.com achieves elimination of 1,000 lost productivity days and faster IT onboarding with ServiceNow

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Overstock.com Accelerates and Strengthens IT Onboarding Processes

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Owens-Illinois achieves 10x faster app delivery and 1,000+ automated service requests with ServiceNow low-code/no-code

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Oxford Brookes University achieves 60% more requests handled and faster, transparent Estates and Facilities Management with ServiceNow

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Taking IT Service Delivery to a New Level

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Pacific Aluminium achieves a live, ROI-generating service desk in 30 days with ServiceNow

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Parks Victoria achieves IT transformation and faster incident resolution with ServiceNow

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Parks Victoria achieves faster incident response and improved reporting with ServiceNow

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Peak 10 accelerates service delivery and reduces incidents by 85% with ServiceNow

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Pepperidge Farm achieves faster, more responsive distributor support with ServiceNow

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Postmedia Network achieves end-to-end service visibility and faster incident resolution with ServiceNow

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Prime Therapeutics achieves faster, more reliable vulnerability remediation and stronger protection of mission-critical assets with ServiceNow

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Prime Therapeutics achieves faster vulnerability remediation and stronger member-data protection with ServiceNow Security Operations

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Proximus achieves customer‑centric digital transformation and faster case resolution with ServiceNow

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PTC achieves real-time AWS visibility and minutes-level incident resolution with ServiceNow

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Publicis Groupe achieves global ITSM consolidation and HR automation with ServiceNow

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QIAGEN achieves faster onboarding, 10,000 fewer tickets and 40% more user support with ServiceNow

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Qlik achieves streamlined IT service delivery and rapid cloud demo provisioning with ServiceNow

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Raiffeisen Bank Bulgaria achieves digital transformation and market leadership with ServiceNow

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Driving the local economy with ServiceNow

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Raymond James Financial achieves control of software assets, reduces risk and license costs with ServiceNow

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Commercial Real Estate Leader achieves $2.2B in new customer revenue and lower TCO with ServiceNow

Red Hat achieves unified IT visibility and smarter business decisions with ServiceNow CMDB

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Red Hat achieves informed IT resource use and smarter business decisions with ServiceNow CMDB

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Regional Health Care Provider achieves rock-solid IT services and eliminates outage time with ServiceNow

Royal Bank of Scotland achieves 46,000 employee hours saved and 76% faster change management with ServiceNow

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Sabre achieves automated, 10-minute deployments with ServiceNow

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Santander Consumer USA achieves 80% faster incident and change handling and consistent IT service quality with ServiceNow

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SAP SuccessFactors achieves faster incident resolution and $400K in savings with ServiceNow

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Service NSW achieves streamlined, automated approvals and integrated workflow management with ServiceNow

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Service Stream achieves revenue growth and operational efficiency with ServiceNow

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Siam City Cement Public Company Limited achieves streamlined, fast-to-deploy IT Service Management in 4 weeks with ServiceNow

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Siemens AG achieves 98% automation of IT operations and faster global service delivery with ServiceNow

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Siemens Healthineers achieves efficiency gains and online service transformation with ServiceNow

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Sky IQ achieves 40% IT cost savings and rapidly builds a new IT department with ServiceNow

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Smals achieves nearly 50% reduction in support tickets with ServiceNow

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SmarTone achieves faster, consistent high-quality customer service and 50% lower employee attrition with ServiceNow

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Leading Software Services Provider achieves 93% fewer incidents and accelerated incident response with ServiceNow

Sony Pictures Entertainment achieves rapid IT value chain automation in 60 days with ServiceNow

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South West Water achieves instant project visibility and standardized governance with ServiceNow

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Southern Cross Austereo achieves service-oriented ITSM transformation with ServiceNow

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Spirit Pub Company achieves improved Enterprise Service Management and superior customer service with ServiceNow

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St. James's Place Wealth Management achieves accelerated innovation and streamlined IT service management with ServiceNow

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Standard Chartered achieves transformed employee experience and higher satisfaction with ServiceNow

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Standard Life achieves IT consolidation and a 25% improvement in incident SLAs in seven weeks with ServiceNow

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Standard Life achieves consumer-style self-service and slashes delivery from 11 hours to 3 minutes with ServiceNow

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State of Utah achieves millions in savings and streamlined IT service management with ServiceNow

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Statewide Agency achieves consolidated, standardized IT support and greater visibility with ServiceNow

Stofa achieves faster, more efficient customer service with ServiceNow

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Sweco achieves unified, enterprise‑wide service delivery to support rapid growth with ServiceNow

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Swiss Re achieves IT consolidation, automated self-service and transparency with ServiceNow

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Swiss Re achieves one-stop service delivery and boosts productivity and NPS with ServiceNow

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Synapsis achieves standardized IT service automation, improved reporting and customer self-service with ServiceNow

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Syntrus Achmea achieves strategic IT transformation and 50% increase in release volume with ServiceNow

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T. Rowe Price achieves centralized enterprise request management and streamlined, lower-cost fulfillment with ServiceNow

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TAL Apparel achieves global customer service excellence and 89% faster P1 incident resolution with ServiceNow

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Tata Communications achieves near‑100% availability and proactive incident resolution with ServiceNow Customer Service Management

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Tempur Sealy achieves product defect reduction and improved customer service with ServiceNow

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Tennessee Department of Human Services achieves faster procurement, shorter employee onboarding, and improved device inventory management with ServiceNow

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Thales achieves 99% availability and cuts engineer idle time by 66% with ServiceNow

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Thames Water achieves IT command centre, accelerated builds and £6M annual savings with ServiceNow

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The Chinese University of Hong Kong achieves streamlined IT service management and faster incident resolution with ServiceNow

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The Irvine Company achieves rapid, automated IT service delivery and major cost savings with ServiceNow

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The Maschhoffs achieves 80% first-call incident resolution and slashes ticket backlog to under 50 with ServiceNow

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Shifting left with the ServiceNow self-service portal

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Tideworks Technology achieves improved customer satisfaction and operational efficiency with ServiceNow

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Time Warner achieves reduction of 120,000 events to under 1,000 weekly incidents with ServiceNow Event Management

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TOP-TOY Group achieves automation and unified project visibility with ServiceNow

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Topdanmark achieves faster, automated IT service delivery with ServiceNow

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Topdanmark achieves faster, automated IT service delivery with ServiceNow

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Touchbase achieves scalable, enterprise-grade IT managed services in under 30 days with ServiceNow Express

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TransAlta achieves proactive service visibility and streamlined IT service management with ServiceNow

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Transurban achieves faster growth and streamlined IT service management with ServiceNow

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Tricentis achieves unified customer service and 97% client satisfaction with ServiceNow

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U.S. Bank achieves a culture of IT self-service and faster incident resolution with ServiceNow

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U.S. Candy Making Company achieves millions in IT savings and 92% faster outage resolution with ServiceNow

United States Department of Energy achieves 40% cost savings and improved service delivery with ServiceNow

University of Alberta achieves rapid AI virtual-agent deployment and 24/7 IT support with ServiceNow

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University of Bradford achieves HR self-service and streamlined workflows with ServiceNow

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University of Bradford achieves 87% employee satisfaction and streamlined HR operations with ServiceNow

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University of North Texas System achieves 36% fewer incidents and 96% faster resolution with ServiceNow

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University of San Francisco achieves rapid 3-month ITSM transformation with ServiceNow

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University of Sydney achieves automated workflows and frees researchers to innovate with ServiceNow

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University of Warwick achieves streamlined IT operations and higher user satisfaction with ServiceNow

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University of Warwick achieves modern, streamlined IT service delivery with ServiceNow

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Upstream Print Solutions achieves company-wide service automation and improved SLAs with ServiceNow

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US Regional Bank achieves operational resilience, faster fraud response, and 3‑hour onboarding with ServiceNow

Vantiv achieves rapid service automation and operational transparency with ServiceNow

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Virgin Trains achieves 44% CSAT improvement and faster service delivery with ServiceNow

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Vitality achieves 30-second incident triage and 80% self-service ticketing with ServiceNow

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Vitamix achieves strategic business integration and improved transparency with ServiceNow

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VITAS Healthcare achieves streamlined IT, $70K savings, and better patient care with ServiceNow

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VSP - Customer Case Study

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Washington State Department of Health achieves 50% faster IT service delivery and 90% customer satisfaction with ServiceNow

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WaterNSW achieves organisation-wide service management and automation with ServiceNow

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World Wide Technology achieves streamlined IT operations and centralized CMDB and asset management with ServiceNow

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Worldpay achieves faster innovation and shorter, more dependable release cycles with ServiceNow

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Worldwide Leading Software Company achieves modernized IT management and 250x alert reduction with ServiceNow

Yale University achieves ITIL-driven service improvement and reduced operating costs with ServiceNow

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Yazaki achieves up to 80% reduction in employee onboarding effort with ServiceNow

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York Risk Services Group achieves a robust, standardized IT security framework and faster incident response with ServiceNow

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York Risk Services Group achieves a robust, standardized IT security framework and accelerated incident response with ServiceNow

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YBS Group Builds HR Service Function with ServiceNow

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Yorkshire Building Society boosts employee satisfaction and productivity with ServiceNow HR Service Delivery

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Zillow reduces thousands of events to under 100 actionable incidents with ServiceNow Event Management

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Zinpro achieves unified IT asset management and improved productivity with ServiceNow Express

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