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

Alectra supports M&A growth strategy with ServiceNow

Alectra Utilities, a 1,600‑employee Ontario electricity distributor growing through mergers and acquisitions, needed to quickly onboard acquired businesses and unify support across the company. The organization faced multiple outdated, on‑premises IT ticketing systems and siloed processes, so it sought a scalable, cloud‑based service fulfillment platform to deliver a consistent “One Alectra” experience.

Alectra implemented ServiceNow IT Service Management to replace legacy service desks and extend service delivery to HR and facilities, creating a single self‑service portal and standardized workflows. The rollout drove strong adoption—more than 75% of incidents and requests now come through self‑service—eliminated email and paper requests, enabled unified KPIs and measurability, and established a scalable foundation for future capabilities like Discovery and asset management.

Alectra Utilities

James Ilari

Director of IT Innovation and Governance