Case Study: Consumer Goods Company achieves standardized global ITSM, faster incident response and $360K annual savings with ServiceNow ITSM

Consumer Goods Company Replaces Legacy Tools with ServiceNow ITSM

A global consumer goods company with 20,000 employees and more than $8 billion in revenue faced mounting IT service challenges: a costly, heavily customized BMC landscape (multiple Remedy instances and Atrium CMDB), no global ITSM standards, poor integrations with tools like Jira and Flexera, and an inability to upgrade its 13‑year‑old solution for five years—putting service quality and responsiveness at risk.

The company chose ServiceNow ITSM and worked with ServiceNow Professional Services to implement a single global instance in six months. The out‑of‑the‑box approach standardized processes worldwide, rebuilt the CMDB with Discovery and integrated key tools, and delivered the project on time and ~10% under budget. Results included $360K annual savings, 64% of incidents closed the same day and 87% within a week, and rapid service improvements (450 problems closed, 400 knowledge articles published, and 300+ catalog items added within two months); an HR service management rollout followed in three months.