Case Study: CEPSA achieves 29% faster incident resolution and 11% higher service levels with ServiceNow

CEPSA - Customer Case Study

CEPSA, a Madrid‑based integrated energy company and one of Spain’s largest industrial groups, faced an aging, inflexible ITSM tool that required costly external services for even small changes. With goals to improve communication between IT and users, raise service quality and reduce resolution times, CEPSA sought a SaaS solution that offered automatic upgrades, strong security and the autonomy to customize processes without heavy external support.

CEPSA selected ServiceNow Enterprise and engaged SilverStorm Solutions to deploy it in phased rollouts—replacing legacy ITSM in under 15 weeks and adding change, configuration, cost, quality, asset and HR support thereafter. Within five months they reported a 29% reduction in incident resolution time, a 6.47% rise in end‑user satisfaction and an 11.21% improvement in service levels across some 35,000 monthly cases, and plan to expand ServiceNow horizontally across the business.

CEPSA

Miguel Angel Gonzalez Doval

Head of Quality & Information Systems Management