Case Study: State of Utah achieves millions in savings and streamlined IT service management with ServiceNow

Cloud IT Service Management System Saves Utah Millions

The Utah Department of Technology Services (DTS) consolidated state IT under one agency but struggled with fragmented management tools, heavy custom development, and spreadsheet-based asset tracking that led to inaccurate billing, security gaps and burdensome maintenance. DTS needed a scalable, cloud-based platform that would integrate service, procurement, configuration and asset records while reducing infrastructure overhead and improving service for agency customers.

DTS deployed ServiceNow’s cloud ITSM in 2013 and added its Asset Management module in 2015, using barcode scanning and BI integration to create a single source of truth for more than 30,000 devices. The changes cut one-time replacement costs by $3 million, produced more than $1.2 million in annual savings, reduced many support requests by about 80%, halved procurement time, increased billable assets by over 1,000, and improved security, billing accuracy and operational efficiency across the state.

State of Utah

Dave Fletcher

Chief Technology Officer