Case Study: Government Research Lab achieves standardized, automated service management across IT and facilities with ServiceNow

Government Research Lab - Customer Case Study

The Lab is a government research facility supporting more than 200 projects and about 1,000 associates. Its IT team relied on an expensive, narrowly functional legacy tool and many disparate, manual processes that made it hard to see relationships among incidents, changes and overall workload, and left the organization without a single system of record or unified customer interface.

The Lab implemented ServiceNow—first for facilities, then to replace legacy incident and change systems—using cloud-based, ITIL-aligned applications to automate workflows, approvals and self-service (with SSO and two‑factor authentication). The result is standardized processes, a consolidated knowledge base, a single system of record and a consistent customer portal with better visibility across incident and change lifecycles, with plans to expand the platform to other areas.