Case Study: Globalia achieves dramatic operational efficiency (95% reduction in admin time; 89% faster incident resolution) with ServiceNow

Globalia boosts operational efficiency with digital workflows from ServiceNow

Globalia, a Palma-based travel and hospitality group of airlines, hotels, tour operators and more with 15,000+ employees, faced fragmented, manual IT support across its business units. Multiple in‑house "pseudo‑ITSM" tools and siloed processes created a heavy burden for a 20‑person IT team, limiting operational excellence and the company’s ability to deliver consistent customer experiences.

By implementing ServiceNow IT Service Management and IT Operations Management, Globalia created a central, cloud-based service desk with self-service and automated digital workflows (event management, service mapping, asset and CMDB management). The platform slashed admin and maintenance time by 95%, reduced time to fulfill requests by 44% and incident resolution time by 89% (first-time resolution rose to 88%, operator‑controlled events fell 98%), improved transparency across business units, and enabled faster delivery of new services without adding headcount.

Globalia

Ariel Gritti Tartac

Service and Operations Manager