Case Study: Biffa achieves faster, data-driven service delivery with ServiceNow

Driving Service Delivery Through Better Data

Biffa, a leading waste management and recycling company in the UK, needed to improve IT service delivery after years with a complex in-house ITSM and unreliable reporting. With a lean IT team that couldn’t manage additional hardware or client-server installs, Biffa wanted a simpler, more trustworthy self-service experience and better data for timely, accurate reporting.

In a four-month project with Focus Group Europe, Biffa deployed ServiceNow (Incident, Problem, and Service Catalog & Request Management). The new catalog delivers an amazon.com‑style ordering experience, faster, consistent orders with automated notifications and bulk ordering, while Problem Management enables root-cause analysis and reliable metrics. Results include improved fault handling, faster response times, clearer prioritization and demonstrable IT value, with plans to automate vendor, change, onboarding/offboarding and site moves next.

Biffa

Edward Boon

IT Service Delivery Manager