Case Study: Cloud Gateway achieves 100% availability and 25% faster incident processing with ServiceNow

Cloud Gateway increases local visibility to achieve global results

Cloud Gateway is a London-based startup and part of the 6point6 Group that provides an award-winning hybrid-cloud connectivity PaaS, connecting customers to multiple cloud providers, the internet and PSN with strong security accreditations. Rapid growth exposed a gap in service management: the company needed a modern, flexible framework to onboard new clients in weeks rather than months, streamline incident handling across varied SLAs, and gain reporting visibility for continual improvement.

Cloud Gateway implemented a VeriSM-aligned, ITIL-founded service model on the ServiceNow platform, centralizing support and automating workflows. The results include 100% customer-facing uptime, a 25% reduction in incident ticket creation time, consistent SLA compliance, higher customer and employee satisfaction, and a single control plane for real-time reporting and ongoing service improvement.

Cloud Gateway

Steve Leach

Head of Service