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

Carlson Wagonlit Travel - Customer Case Study

Carlson Wagonlit Travel (CWT), a global leader in corporate travel management, needed to replace a basic ticketing system with an ITIL-aligned IT service management tool that could automate manual tasks (like password resets) and scale across 150+ countries. A key challenge was delivering effective, multilingual training for 1,400+ users in a compressed pre-go-live window—previous rollouts had failed due to limited trainers, superficial English-only sessions, and ongoing confusion.

CWT selected ServiceNow for its platform and custom global training; ServiceNow mobilized many trainers and delivered virtual and three-day hands-on classroom sessions in multiple languages, plus follow-up virtual courses and super-user development. The result was a relatively smooth cutover with far fewer post‑go‑live support calls and questions, better use of knowledge workers, and a foundation for next steps like service catalog migration and CRM integration.

Carlson Wagonlit Travel

Robert Coenen

Senior Director Technology Services