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

ActivTrades Makes a Sure Bet on ServiceNow

ActivTrades, a London‑based independent broker serving EMEA, outgrew a home‑grown, legacy ITSM system that created chaotic workflows, long resolution times and widespread avoidance of the ticketing tool—leaving IT spending most of its time firefighting instead of focusing on business priorities.

Working with partner ITCE, ActivTrades implemented ServiceNow in a focused three‑month rollout (ITSM, Service Portal, Incident/Change and Project Management). The new service portal and intelligent workflows drove 99% of employee requests online, cut aged tickets to under 48 hours, removed up to 60 minutes from incident discovery and freed IT to concentrate on innovation and business‑led projects.

ActivTrades

Ivan Ivanov

IT Solution Lead