Case Study: Agropur achieves IT consolidation and faster incident and change management with ServiceNow

Agropur - Customer Case Study

Agropur, a major Canadian dairy cooperative with more than 3,000 farmers and 5,700 employees, needed to consolidate and modernize fragmented Lotus Notes–based IT tools across Canada and the USA. Rather than beginning with incident or change modules like most organizations, Agropur started at the center of ITIL best practices by building a structured Configuration Management Database (CMDB) to support future ITSM capabilities.

The team exported legacy inventory data into ServiceNow, completed the CMDB in about two months, and then rolled out Change, Incident and Knowledge capabilities that draw directly on CMDB data. This approach automated change approvals, sped incident logging by pre-populating CI details, centralized support documentation, improved cross-team collaboration, and provided a scalable foundation for ongoing consolidation, service catalog and project-management initiatives.

Agropur

Michael Glenn

Director of Architecture