Case Study: Mary Kay achieves incident resolution in under 24 hours (down from 7+ days) with ServiceNow

How Mary Kay tamed the ITOM beast

Mary Kay, a global cosmetics company, was using ServiceNow task templates and action alerts to automate IT incident response but ran into major problems with the Kingston release: templates were rigid and brittle, changes affected every instance, and alerts spawned unwieldy branches that forced lengthy manual triage and frequent misrouted tickets—sometimes taking weeks to resolve.

After upgrading to the London release and adopting the new alert management tool and editable subflows, Mary Kay streamlined workflows, prevented exponential task-branching, and gained clearer, reusable routines for each alert. The result: average incident resolution dropped from more than seven days to under 24 hours—often under an hour and sometimes as fast as 15 minutes—and the team recommends upgrading to London before attempting custom subflows.

Mary Kay

Louis Oliver

Senior Technical Consultant