Case Study: Leading Global Software Company achieves ITSM/ITOM modernization and $12M/year in cost savings with ServiceNow Now Platform

Leading Global Software Company - Customer Case Study

A leading global software company with more than 10,000 employees and operations in nearly every country faced proliferating, incompatible ITSM/ITOM processes: 150+ separate service desks, dozens of monitoring tools, a brittle legacy platform, inconsistent end‑user experiences, and millions of unfiltered monitoring events that drove costly, email‑based ticketing.

Using the ServiceNow Now Platform the company consolidated service desks and tools onto a single system of record, centralized event management, and automated workflows. The rollout (live in nine months) delivered about $12M in annual business value ($9.4M hard, $2.7M soft), a two‑year ROI of over 100% with a 12‑month payback, elimination of roughly 40 service desks and 15 tools, 8× faster ticket creation, and a reduction from 5,000,000 monthly events to 20,000 actionable alerts — with substantial additional upside from further automation.