Case Study: Informa Information Management Experts achieves enterprise-wide IT service standards with ServiceNow

Informa - Customer Case Study

Informa, a global business intelligence, publishing, and events company of about 6,500 employees, faced the challenge of standardizing IT across more than 300 locally autonomous teams after rapid growth by acquisition. The company needed a common operating framework that preserved local agility while providing global visibility, consistent service standards, and the ability to integrate new businesses.

Informa implemented ServiceNow to create a Standard Operating Model with 118 Technology Minimum Expected Practices, a self-service portal, and Performance Analytics to track historical trends and predict future performance. The platform delivered measurable improvements in customer experience and operational control, extended service management beyond IT (facilities, vendor and contract management), populated a CMDB of 2.5 million items, and enabled faster, data-driven improvements while maintaining local flexibility.

Informa Information Management Experts