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

Carlson - Customer Case Study

Carlson, a global hospitality and travel company operating in 150+ countries, needed a better way to manage handoffs in its 24/7 operations center. Teams were relying on a single Microsoft Word document for shift turnover, which allowed tasks to be missed, lacked accountability, and couldn’t be edited concurrently — and an accelerated ServiceNow rollout meant processes hadn’t been fully reviewed before go‑live.

The IT team built a lightweight custom shift‑turnover app in ServiceNow within four months by extending the task table, adding parent/child tables and fields, creating a “copy” UI action, client scripts for data entry, and business rules that trigger email notifications. The result was clearer task assignment, audit trails and fewer dropped items between shifts; adoption took a few months but delivered measurable accountability and demonstrated that non‑specialist admins can quickly build useful custom apps.

Carlson

Travis Henning

Senior Technical Analyst