Case Study: Centrica achieves seamless ITSM transformation and handles 30% service‑desk spike with ServiceNow

Centrica - Customer Case Study

Centrica plc, the UK’s largest energy supplier with worldwide operations, faced a critical ITSM challenge: its heavily customized, soon‑to‑be‑unsupported service tool was slow (users experienced ~15‑minute logons), couldn’t be upgraded, and wasn’t meeting the needs of a federated organization that handles ~30,000 incidents a month across 35,000 end users. With 18 integrations to the CMDB and pressure to deliver new functionality quickly, IS risked being seen as a blocker rather than an enabler.

Centrica performed a “lift and shift” to ServiceNow SaaS, migrating core ITIL processes and a CMDB of ~500,000 CIs and adding self‑service, a service catalog, PPM and continual service improvement. A two‑phase big‑bang go‑live was stable and handled the usual post‑weekend volume spike with no issues. Results included major performance gains, 400 person‑hours saved early from catalog automation, a 50% drop in status calls, faster fulfillment and change automation, improved supplier onboarding, and the ability to meet SLAs with ongoing quarterly updates.

Centrica

Peter Simmons

Program Manager for ITSM Toolset - Global Deployment